Complaints
This profile includes complaints for Smart Start's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 473 total complaints in the last 3 years.
- 218 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/05/2024
Type: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.Initial Complaint
Date:06/04/2024
Type: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 been a nightmare to deal with from the very beginning. They make it very quick and easy to get the device installed and get the payments coming in, and that where it ends. I had Smart start falsely report violations to the **** Which ended up with the *** adding another year onto my sentence. After setting up a hearing with the *** they even agreed that the violations were false. The records I got from the *** did not at all match the ones provided by smart start. In that we also found other "violation lockout" I was charged for but never actually occurred. Now that I have my actual license back ********************** is making it impossible to get the device removed. Spending hours on the phone on hold just to be told to call the location and they will set up a time to remove it. All of the locations don't answer the phone and the *************** I found a number for says to leave a message, but the mail box is full. And while I jump through hoops and spend hours of my day trying to fix a mistake that I did not correct, I am paying them the whole time to do it. They are holding my vehicle and my wallet hostage and I've reached my braking point.Business Response
Date: 06/10/2024
Hello, I received the following information from our Colorado State Director: The first request I see to remove was on May 22nd which is 10 days past his account being due for payment. His lockout is in 4 days. He can call this number and speak to **** who will be happy to do his removal if all fees are paid ************.
The notes in the account also show that our *************** has attempted to reach you to resolve this complaint.
Customer Answer
Date: 06/11/2024
Complaint: 21796872
I am rejecting this response because:
Regards,
****************************************Initial Complaint
Date:06/04/2024
Type: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.
On 10/5/2023 at 10:19 AM I was given a pass to crank my car blowing a ***** only to fail the rolling test. If the device worked as it is supposed to I should not have been albe to crank. I will have to have the device again after a year of being suspended because of this. It is false advertisement to say the interlock device will not allow a car to crank when alcohol is detected. Had I have known that I was still blowing I would have gotten another ride to work. Now I'm being punished because of the faulty equipment from SmartStart.Business Response
Date: 06/04/2024
The ignition interlock device is alcohol specific and records all test results. The data log shows a failed alcohol test on 5-13-2024 which was not followed by a secondary test, therefore this violation is valid. On 4-15-2024 there were several positive alcohol tests, the first was just below the threshold established by the state, the second test was above the threshold, and the third test was just below. These results are consistent with proper functioning of the interlock device as required by the state. On 3-23-2024 there was a violation for a skipped test. All of the test results show the device was working properly and in accordance with the testing requirements set by the state. Whether or not an additional sanction is ordered by the state is at their discretion. Smart Start collects and reports the data for the state to use for determination as to the Driver's License status.
Based on the proper functioning of the interlock device no refund or reimbursement is warranted.
Customer Answer
Date: 06/04/2024
Complaint: 21797112
I am rejecting this response, I've marked the problem with your equipment with blue dashes. If the equipment was working properly on this date the car should not have started, correct?
Regards,
*****************************Business Response
Date: 06/06/2024
Hello, that is not correct. The state established a threshold so that if a positive test is below the threshold the vehicle is allowed to start. The initial test was above the threshold so the vehicle was not allowed to start (@9:55). After the temporary wait time if the reading is below the threshold (as you marked) the vehicle can be started. The third test was again just above the threshold so a violation was logged. The data shows that alcohol was present and the readings are consistent with the consumption of alcohol.Customer Answer
Date: 06/06/2024
Complaint: 21797112
I am rejecting this response because the state's threshold is 0.00. That is why I can smoke a cigarette and blow a 0.01 and it result in a violation. That is above the threshold, which means ***** is indeed above the threshold.Business Response
Date: 06/12/2024
Unfortunately, since a second test was not completed the first positive test is considered valid. It will be up to the state authorities to determine if this is a violation of the program rules and regulations.Customer Answer
Date: 06/12/2024
Complaint: 21797112
I am rejecting this response because all your company does is make excuses for your faulty equipment. In a year I will be in need of the service again and you better believe I will be finding a new interlocking company. One with better equipment and one who will be honest from the start about said equipment instead of lying about the threshold being as high as a ***** when a ***** caused a violation previously.Thanks for nothing,
*****************************Initial Complaint
Date:05/31/2024
Type: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 have a device installed in my vehicle. I found out the motor is blown so I call to have it removed. They said I have to send an email to have it removed. I send the email and wait for a response. Then they call about past due balance. I just need them to come retrieve their equipment before the shop has the car crushed or towed.Business Response
Date: 06/06/2024
The account shows that the unit has been removed and there is no current balance due.Initial Complaint
Date:05/31/2024
Type: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.
Ive had their service for the past 6 months it continues to malfunction. The device goes off when Im not even in my car and have already shut it off and its entered restart mode. I Have been completely without a vehicle twice now due to the device locking me out and not letting my car start. The first time it was 4 days I was without a vehicle. The last 3 months my devices speaker has been out. So you cant even hear when you need to blow in the machine while driving. On top of that they use third party contractors to service them and dont provide the contractors with replacement working units. So they just tell me theres nothing they can do besides calibrate the unit I have every month. Im in the last month of my service and am due to finally get the device removed. But had a violation in the last month due to not being able to hear I need to even test. In ******** you have to have the last three months of your service violation free to get it removed from my vehicle. Ive filed two incident reports with smart start and have failed to get any formal response from the company about there device malfunctioning and removing the violation and charge. The incident report said I would hear from them in 7 business days. Its been two weeks. This companys customer service and service in general is the worst Ive ever experienced in my life and would recommend anyone reading this to go with a different company.Business Response
Date: 06/25/2024
Hello, our incident report team issued credits to your account on June 19th for the violation lockout fee of $81.83 and the lockout code fee of $38.19.Initial Complaint
Date:05/31/2024
Type: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.
My device was installed February 2024 with expected removal August 2024. March 2024 - First calibration was fine, no issues thus far.Early 2024 - Second calibration, a Saturday, visited the same center as the first, only for them to tell me that they are no longer servicing SmartStart devices. My calibration due date was the upcoming Wednesday. I planned this in a timely fashion, knowing I wouldn't have availability to do so during the week and very few (if any) centers, are open on Sunday. SmartStarts website did not reflect that the service center was no longer providing service. Mid-April 2024 - No alcohol consumed for 72+ hours, blow into device to ********************** the car and it tells me VIOL then has me blow again, and PASS. Great, I can start my car. But then the trouble begins. Needless to say, this entire car trip home was a disaster whereby my auto start/stop resulted in an actual stop in the middle of traffic because the device was malfunctioning. No need to express how unhelpful any of the humans I was able to get ahold of were - long wait times, circular directions, etc. I did file an incident report to have my fees refunded, but alas, 30 days later without any human or sentient acknowledgement, despite the automated e-mail saying they would be in touch within 7 business days. Spoiler alert: they were and have not.At present, I am sitting on the phone on hold for well over 90 minutes trying to get answers regarding the above situation. The only reason I opted to go with SmartStart at all is because they reported no hidden fees, that the monthly lease includes calibration, etc. While I understand the economy has its ebbs and flows, adding an additional $25 fee to the service center while I've already had the device installed in my car for 4 months, just doesn't seem to be appropriate. Certainly, consider adding it onto any newcomers, but people who already have it installed is just bad business - or good business, depending on how you look at it.Business Response
Date: 06/04/2024
Hello, your account is showing that the incident reports have been processed and credits have been applied for two lockouts and one lockout code. The account currently shows a $0 balance. Regarding the unit/vehicle issues, if you are still experiencing any problems, please let me know and I will have a service manager reach out to you. I apologize for the closing of the shop, most of our locations are contractors and on occasion will discontinue providing services, often unbeknownst to us. Please let me know if you need any further assistance. ************************************Customer Answer
Date: 06/05/2024
Complaint: 21782015
I am rejecting this response because the purpose of my complaint was to draw awareness to the many concerns I have experienced with SmartStart thus far. I'm appreciative of the reversal of the fees associated with unsubstantiated lockouts, but want it to be known that these were abruptly taken care of only after this complaint was filed, but before SmartStart's response was published here. While SmartStart acknowledges the reversal/zero'd out balance and has made an attempt at an apology for the service center for not having been open due to them being contractors, the following issues still remain unaddressed:1. what will smartstart be doing to be making sure shop information is regularly updated on their website? while its customers have been sanctioned by the court to have this device installed at all, they still need to be able to pay for it and time wasted shop hopping/rescheduling could (and does!) impede people's work schedules, and ultimately, their ability to pay for the associated fees and device lease.
2. how does smartstart plan to rectify the long wait times? again, time is valuable for people, and this doesn't change because a company refuses to adequately staff its call centers. This is primarily the reason why my issue was only resolved once I filed a complaint with the BBB at all; otherwise, I would probably still be here irate and annoyed waiting my "7-10 business days" for a response 30 day days later. Why did it have to get to this point?
Regards,
*************************Business Response
Date: 06/10/2024
Hello, Smart Start's Marketing team is constantly updating our website and looking to improve our website. This is an ongoing effort.
The long call times are due to staffing issues and call volume. Our ******************** team is diligently working on hiring, training, and developing more streamlined options for our customers.
Customer Answer
Date: 06/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have resolved myself to the fact that customer service is not a priority to **********************. There is no sense in staying on this merry-go-round looking for true resolution.It is my hope that more people will address these unsatisfactory circumstances to bring about true change. In the interim, I will be certain to bring forward any dissatisfaction should it arise within the time remaining on my lease.
BBB, thank you for liaising this matter.
Regards,
*************************Initial Complaint
Date:05/30/2024
Type: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.
SmartStart customer service is nonexistent and is a predatory business. Just by the nature of the arrangement, customers are beholden to ********************** and any complaint no matter how reasonable is dismissed outright. As long as the customer has an ******************** device in their car, ********************** can levy fines at their discretion and if they are not paid the customer cannot use their car.I had an ******************** device installed in March 2022. Immediately I began to have problems with the battery in my car, but my complaints were dismissed by SmartStart. I reported the issue several times to SmartStart to no avail and had to purchase a new car battery every 6 months (4 in two years). It got to the point were I had to keep the car running because at times the car would not restart. This led to missed test violations ($75 each) that I had to pay otherwise I could not use my car. Ultimately at the end of the two year contract, I had a certified mechanic remove the device. The mechanic told me the device had been installed improperly and that was causing the issues with the battery drain among other electrical issues. I have not had any issues with the car battery since the interlock device was removed in March 2024.I paid Smart Start nearly $2,400 during the 2 years the device was installed. At my last "calibration" appointment, I informed the technician my lease was finished on March 2nd 2024 and inquired what I needed to do to have it removed on that date. I was told to call the location directly a week before to make an appt.-3 weeks prior I called, no answer -2 weeks prior I called, no answer -1 week prior finally got through and was told the soonest appt was 3/12 Because I could not get the device removed on 3/2 through no fault of my own, Smart Start levied an additional $340 in charges and fines. Attempts to dispute the charges have been dismissed outright and numerous requests to have the the issue escalated have been rejected.Business Response
Date: 06/06/2024
**************** had an ignition interlock installed on March 2,2022, as a requirement of having his drivers license reinstated by the State of ********. At the time he signed a lease agreement which included the fees and charges that can be assessed.
Two lockouts during the 2-year time frame between March 2,2022, and March 12, 2024. One was for missed tests due to leaving the vehicle running while unattended, the other was a service lockout due to not bringing the vehicle in for service when required. These violations were both deemed valid and a response to the incident reports provided an explanation as well as instructions on how to prevent future lockouts.
The account currently shows a past due balance of $241.06 resulting from the monthly lease amount, a lockout due to late service as described above, and the applicable removal fees. These are normal and customary charges.
Regarding the claim of dead batteries, there are no notes during the two-year time period that show this was ever reported to Smart Start, including by phone, message, or to a Technician.
The removal was done by a non-interlock approved provider;therefore this was reported to the Colorado DMV as this is a violation of the state program rules and regulations.
Based on a review of the account no discounts or other concessions are due.Customer Answer
Date: 06/19/2024
Complaint: 21778525
I am rejecting this response because:As has been the case over and over again with Smart Start, they only provide information that suits their needs and dismiss any complaints outright. I reported the problems their device was causing the car battery numerous times. In fact, I filed an incident report to dispute a $75 lock out fee and reported in detail I had to leave my car running otherwise it would not restart because of the excessive battery drain. Of course, it was dismissed and I had to pay the $75 fine otherwise I would not be able to start/use my car nor fulfill my obligation to the state. I had to replace 3 car batteries in 24 months. The only reason I'm able to dispute at this time is because I already fulfilled the 24 month requirement from the state. For Smart Start to state the battery issues were never reported is an outright lie, but that's par for the course based on my experience with this company. There is a reason they have a one star rating from BBB.
I've had zero problems with my battery since the device was removed.
Regards,
*************************Initial Complaint
Date:05/29/2024
Type: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'm trying dispute charge of $81.66 from Smart Start company. My car was in body shop from 04/08/24-04/29/24 and I didn't use it and didn't have access to it. I got hit in back rare door so I dropped it at body shop to replace the door and paint it because broken door could cause safety issues. So two weeks before repair I called Smart Start notify them about it so I won't be able drive my car and I won't have access to it and my mechanic going to disconnect their device to work on my car. I also wrote a note on my account with them on 04/08 so my car in body shop from now and I don't have it. So they told me no problem and he supposed to buy Bypass to work on it, which I paid out of my pocket, because that device not related with damage and insurance won't cover it. Ok, no problem I paid ****** so somebody from Smart Start come in and disconnect it and when mechanic done working on my car so same guy come in again and connect it back. When I picked up my car there was message for Service and violation lock out. So I drove right away to Smart Start and did service and girl there told me there are fee $81.66 pending to pay for violation lock out so I'm trying dispute it since it wasn't my fault so I tried call them after being hours on phone they told me write incident report them and I did, week later they wrote email basically telling me they don't care and I have to pay that amount, I called them again and trying talk to somebody and asked supervisor to talk to, they told me he'll call me back and never did. So I wrote another incident report trying talk to somebody, no respond. *** who wrote me email earlier ************************* not responding or tried call me. I wrote him email and notify that I'm going to contact BBB to solve this problem, didn't respond neither. There are no customer service, they are scamming, trying to get as much money as they can for no reason. I've tried everything to avoid this situation but nothing work.Business Response
Date: 06/06/2024
Hello, the notes in the account do show that you notified Smart Start in advance of the mechanical work to your vehicle. Smart Start does not issue refunds for violation lockouts unless the lockout was due to unit malfunction, however, as a courtesy a discount of this lockout fee will be applied to your account in the amount of $81.66.Customer Answer
Date: 06/06/2024
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:05/28/2024
Type: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.
Cant get a hold of company to get device removed.Business Response
Date: 06/06/2024
Hello, to initiate the removal process you will need to visit our website at ***************************************************************Initial Complaint
Date:05/22/2024
Type: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.
We really need answers and help for a situation that the state of Colorado says SmartStart informed them of regarding a DWUI. The personal account on ********************** shows every payment made on time, every update on time but CO Div of revenue stated in the letter to me that Smart Start reported a noncompliance letter to them. There is no proof of that on my portal. I really need to speak with a human at SmartStart to get some help. I can't find a proper phone number or email to get help. I'm beyond frustrated with the lack of help from SmartStart. This should not be allowed since this is so important an issue, could even result in driver's license suspension or jail time, all because of horrible communication on Smart Start's part. Horrible customer service, it doesn't get worse than this.Business Response
Date: 05/22/2024
Hello, I requested our Colorado State Director reach out to you for assistance. I have been informed he was able to speak with you and gave you instructions to resolve this issue.Customer Answer
Date: 05/23/2024
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,
*******************************
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