Complaints

This profile includes complaints for Smart Start's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Smart Start

  500 E Dallas Rd Ste 100 Grapevine, TX 76051-7658

  
• 

  Smart Start

  1315 S Water Ave Gallatin, TN 37066-5016

• 

  Smart Start

  1528 W San Pedro St #5 Gilbert, AZ 85233

• 

  Smart Start Ignition Interlock

  3990 Teays Valley Rd Hurricane, WV 25526-9078

• 

  Smart Start Ignition Interlock

  530 New Creek Hwy Keyser, WV 26726-9524

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/17/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unfortunately I have to send in another complaint about this company, SmartStart. I am nearing my last three months with the company, I require documents that have been requested. I can not terminate my lease / contract with this company until I receieve these documents. This means that SmartStart is keeping me under lease / contract without my will if I do not receieve these documents.. I am trying to get all of my birds in line so this is not a stressful event when the time comes to terminate my lease. I am filing this complaint because when I called the customer care, last week they did not get me my documents. This week they hung up on me. I am incredibly frustrated and can not wait to be finished with this process. It is very frustrating to request these documents, to no avail. It is even more frustrating when you have to sit on hold for 45 minutes each time you call this company, just to either get redirected (to another 45 minute hold time) or just blatantly hung up on, or your issue not even taken care of. I feel like I am taken hostage by this company and they will not give me the documents I need to relinquish their grasp.

  

  Business Response

  Date: 06/19/2024

  Hello, a review of your account shows that all documents have been provided to the ******************* of ***** Vehicles. We also reached out to the *** as was told they have all the documents and that nothing is missing. 

  Customer Answer

  Date: 06/20/2024

  Complaint: 21853070
  
  I am rejecting this response because: The agents at SmartStart tell me I need my lease agreement dated for October 11th in my hand when I go to get my device uninstalled. Can you please provide this document to me. My lease / contract is with SmartStart not the ********** of ***** Vehicles. I do not have my lease agreement in order to provide to the uninstall tech, can you please provide my lease agreement dated for October 11th so I can provide it to the uninstall tech upon the uninstall date.
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 06/20/2024

  You do not need to have a copy of the lease at time of removal, the information you were provided is incorrect.

• Initial Complaint

  Date:06/14/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has charged me over 600 dollars in the 60 days. It's a very predatory company, I have had false violations. They have over charged me and refuse to refund the charges. This company needs to have a class action lawsuit filed against it.

  

  Business Response

  Date: 06/14/2024

  Hello, per the notes in the account: Reviewed acct, informed cl he owes a balance of $100.69 from 5/28 + Services done today. Cl states he was charged $259.69 + $75 last month, informed cl to submit a copy of his bank states to C&C email due to I don't see the $75 transaction. Please contact our Credit and ********************** for additional information.

  If you would like to contest violation lockout charges you will need to submit an incident report at ****************************************************************

• Initial Complaint

  Date:06/13/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to preface this complaint by stating that you are reading this, BBB is your ONLY option to getting what should be a normal issue resolved, as Smart Start will give you the run around and have you on hold for hours just to disregard you. For the past 2 months, my AutoPay feature has been ON and monies have been withdrawn directly from my applicable accounts. Despite this I have been charged/paying $105.42 per month as if I was not on Autopay. The correct billing should be equal to or less than $100.62. I reached out to a phone number in finance where I was directed to a lady by the name *********. Her solution was to send me to the ***** number where I would wait for 54 minutes before I hung up in frustration. Simultaneously, I moved the interlock device to another vehicle yesterday when I was told by the installation tech that Smart Start would not approve the transfer until I paid the prior month (supposedly past due) bill of $104.95. This is not only false, but egregious as I have credit card statements ALONG with their own receipts to show that their autopay system has been pulling money in excess the past two months. The past two months follow the month of April where they were forced by BBB (THANK YOU BBB) to credit me funds that also had to be refunded due to errors on their part along with lack of initiative to resolve it. If you have made it this far, I reiterate that if you have ANY issues that Smart Start is not willing to solve (After 1 hour phone hold), It behooves you to File A Complaint here. It is sad that in ******************************************** unjust ways toward their clients. This is my 3rd time ever coming to BBB coincidentally all 3 times because of Smart Start over the past 5 months. I am owed a total of $114.55. I am also interested to know what some months I am charged $104.95 and others $105.42. That *** warrant another BBB complaint once I do an audit.

  

  Business Response

  Date: 06/14/2024

  Per our accounting department we will be issuing a credit to your Smart Start account for $114.55

  Customer Answer

  Date: 06/15/2024

  Complaint: 21839171
  
  I am rejecting this response because:  

  I do not see this reflected on the Smart Start Portal for the vehicle leading me to believe this may happen again in the following month when I am charged. Also due to lack of billing breakdown, I would like to address the monthly fee that I've been paying since September 13th, 2023. My first payment without autopay was $104.95. The following month then went to $105.42 until March 11th, 2024 where I was charged $104.95. This past false charge I received on June 8th, 2024 also states $104.95. Per these documents. I have been overcharged by Smart Start for a sum of $2.82 over 6 months via the tax column which shows lack of consistency in the tax rate. I am also noticing that with the Autopay turned ON as confirmed by the portal, my monthly lease fee should be approximately $99.22 per the standard tax rate applied to my first payment. Once this is corrected on the portal, I can accept the response.

  
  Regards,
  
  Viscount *****************

  

  Business Response

  Date: 06/19/2024

  Hello, we are aware of a problem with our client portal and will be replacing the portal in the very near future to avoid this issue. I reviewed the account and found that the **** System Autopay Off" charge of $4.80 has been added on ten occasions, therefore I am issuing a credit to your Smart Start account for $48.00. Regarding the tax rates, these are set by our corporate accounting department in accordance with state tax laws. If you believe the tax rates are incorrect, please reach out to us at **************. 

  Customer Answer

  Date: 06/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Provided that I am being refunded/credited a total sum of $162.55, I accept this response and I am hopeful I do not have to file a 4th complaint in the future. Thank you BBB.
  
  Regards,
  
  Viscount *****************

   

• Initial Complaint

  Date:06/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So the issue I am having with smart start is they keep putting false violations on my account, preventing me from removing the device and then continue to charge me every month regardless, if the issue is there fault and now they refuse to take it out. Because I owe them money on some violations that only occurred because the device was faulty. And even when I try to explain to them that it was not my fault.They continue to hang up on me and tell me to call back when I have the money. It is very unprofessional and makes me feel like i'm dealing with a gang. I'm only supposed to have it in my car for Six months and I haven't Been able to take it out because of all this, And also They continue to charge me for stuff and I Can't keep up with all the charges to get it out.

  

  Business Response

  Date: 06/12/2024

  Hello, the charges for the lockout fee (*****), lockout code ($12.00), and calibration fee ($26.91) have been credited to your account. This leaves a current balance due of $84.64. Please contact our credit and collection department to resolve the past due balance.

  Customer Answer

  Date: 07/12/2024

  Complaint: 21833851
  
  I am rejecting this response because: So I still have to pay for this month? I thought they agreed to not charge me past the 6th month because it was there fault? I still have a balance of 86 for a payment.
  
  Regards,
  
  *********************************

  

  Business Response

  Date: 07/15/2024

  Hello, the account does not show any balance due. The ignition interlock system was removed on July 10,2024, and the account has been closed. 

• Initial Complaint

  Date:06/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  By law Im required to have an iid installed in my vehicle after leaving one company due to all the issues I had with them I went to SS and they initially set me up with an appointment but kept changing my install date and now they are refusing to do business with me and tell me to go to another vendor but they are the last vendor in MA so now I cant get my license back because ****** from customer service is refusing to do business with me because I left another company. They wont let me escalate to management and continue hold this poor business practice against me even after breaking down and willing to accept their outrageous fees that the state is will to pay for but they dont want to deal with the state indingency program. Ive called a dozen times and they give me a run around. Im just trying to get my license back so I can continue being a productive member of society but the staff members are good at holding a grudge against its customers. How do they have a contract with the state but refuse the residents of the state. They should loose there contract with Mass. Every appointment they set up for me they have canceled on me with no explanation.

  

  Business Response

  Date: 06/11/2024

  Hello, ****************** has been denied service by Smart Start of Massachusetts due to his use of abusive language and rude behavior towards employees. The notes in his account state that he was with another vendor previously and was unhappy with their services. He stated he "ripped the *** out of vehicle and sent it back to vendor." He has been informed that he will need find another vendor.

  Customer Answer

  Date: 06/13/2024

  Complaint: 21829301
  
  I am rejecting this response because: the device was not ripped out. It was removed by a professional mechanic. I had approval from the previous vendor and from the Mass RMV to remove the device and go to another company. When I called the ************ they were more than happy do business with me but said I would have to call Mass to confirm my appt but the person in charge (******) at that office has it out for me because I was seeking financial assistance from the state for the install . They canceled my 4/2 appointment and my 6/4 appointment and offered me an appt for late August half way across the state when there were many installers closer. I asked for something closer as I checked with the installers and she either you take the appointment or we wont do business with you. I tried to call back and get an appointment that wasnt 3.5 months away and they refused and then said I had left the previous company on bad terms and they wouldnt do business with me but that is not true. If I had left that company on bad terms they wouldnt have refunded me and closed out my account. They also say to go to another vendor but that is not possible because those are the only companies in Mass. 

  
  Regards,
  
  *************************

  

  Business Response

  Date: 06/18/2024

  Hello, the notes in your account show that ********************** of ************* is unwilling to provide you service. You will need to find another business for your ignition interlock.

  Customer Answer

  Date: 06/25/2024

  Complaint: 21829301
  
  I am rejecting this response because: thats an unsatisfactory response. The reasoning behind not doing business with me is because ****** doesnt know what shes talking about and trying to give me a hard time because Im receiving financial assistance and since you guys have control over my future I have someone who will pay the fees since you dont want the state to pay for the fees and I can get a show the next town over to install the device. Why cant you honor the appointment I received from another representative. Its literally that one lady from mass named ****** who is giving me a hard time and you guys are just repeating what she said but what listen to reason. This explains why you cant ever speak to a corporate level person because you guys already know your system is flawed and causing more problems than you solve. F- minus customer service! 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:06/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nothing but problems with this company since day one. They constantly add more and more charges every month. Ive paid more times than they are giving me credit for and when you call to ask about it they will not give you a straight answer. They expect 2 months payment when it was supposed to be month to month and then add another 30$ ontop of the balance due. I was never informed that they had to offer me the option to financial assistance. Their app that they have you pay on only extends your lease and you wont get credit for that month which puts you behind. 99$ flat a months turned into 230$ every 2 months. You can see per the receipts I am a head on my payments I should be credited and not need to pay until I am caught up to those payments Im ahead with

  

  Business Response

  Date: 06/11/2024

  ************************************ account shows the only charges he has been charged for are the monthly IID System Lease pursuant to his lease agreement. He has incurred two payment processing fees for payment by telephone, and he was charged an enrollment fee when he set up his account. These charges are all normal and customary. There have been no price increases in his account. The account balance currently shows a past due balance of $107.99, with his last payment having been made on April 11, 2024. If there are any questions or if you need to set up a payment plan please contact our Credit and ********************* at ************

• Initial Complaint

  Date:06/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I asked for a refund of my pre installment to go to another company and they would not comply

  

  Business Response

  Date: 06/11/2024

  Hello, I have sent a refund request to our accounting department for the enrollment fee of $43.70. Please contact me at ************************************ if you have any questions.

• Initial Complaint

  Date:06/06/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 21, 2024 I went to a local smart start service center to get my interlock device recalibrated. At the time of this recalibration I was charged a $150.00 service fee which I thought initially was a recalibration fee but it was actually extending my lease another month to June 24, 2024 when my lease was up May 24, 2024. I then contacted smart start and they said I could not get refunded until the device was out of my vehicle. Fast forward to May 2, 2024 I put in a request via smart start website to get my ignition interlock device removed since my license suspension date of May 24, 2024 was approaching. I got an email back that same day saying they received it and would contact me within 5 business days. I never heard back from them. I resubmitted my request to get my device removed on 6/3/24 and had my device removed 6/5. Today, (6/6/24) I called to see if I could get reimbursed the $150 because I got charged an extra month. They told me that since I did not get my device removed before May 24 I still had to pay for the full month even though my payments are due at the end of the month. They said no refund was available even though the reason I did not get my device removed sooner was because they failed to push through my removal request on 5/2/24. I also requested that they send me receipts but I never got those.

  

  Business Response

  Date: 06/10/2024

  Hello, our accounting department reviewed your account and will be issuing a refund in the amount of $150.00. They will be reaching out to you directly to confirm your mailing address and/or to set up an ACH transfer. 

  Customer Answer

  Date: 06/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************

• Initial Complaint

  Date:06/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Smart Start has NO CUSTOMER SERVICE!Each time you call them, the wait is at least 45 minutes to ONE HOUR.The recording says it has a way to TEXT with a live representative, but the texts go unanswered and the number has a recording that says "Our text center is currently closed." *********** wants its money on time, but it doesn't want to spend money to hire phone operators.Also, they overcharged me for some "missed appointments" that they should not have. Request for a refund was denied. $240.

  

  Business Response

  Date: 06/10/2024

  A review of the account shows that there were three missed appointments, on 12-15-2024, 1-17-2024, and 2-16-2024. Smart Start assesses a missed appointment fee if the customer does not come in for service on the scheduled date, therefore the missed appointment fees are valid. Smart Start can be contacted 24 hours per day at **************. You can also add notes to your account via our client portal.

• Initial Complaint

  Date:06/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Incident Happened on 5/3 I needed to get an installation done and inquired online. I was contacted by a corporate salesperson who made an appointment for me at *********************************************. They charged me $333.18 which seemed high considering the prices online. I went today 6/4 to get my account serviced and they told me I had an outstanding balance of $160. They told me that the other location kept the money instead of putting it towards my balance. On top of this, they scheduled my service on Saturday and all the offices in ****** show closed online on the weekends so I had to pay $35 for a missed appointment.

  

  Business Response

  Date: 06/10/2024

  Hello, the only fees showing in your Smart Start account are related to the monthly lease agreement, calibration fee, and the missed appointment fee. The total of all Smart Start charges to date is $267.61. The amount you paid for the installation is determined by the shop and is charged and collected directly with the shop, not Smart Start. I have issued a credit to your account for the missed calibration appointment fee which leaves a current balance due of $26.88.