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

  120 E Borden St Cookeville, TN 38501-5211

• 

  Smart Start

  2415 Highway 41a Byp Ste A Clarksville, TN 37043-3936

• 

  Smart Start Ignition Interlock

  1232 Greenbag Rd Morgantown, WV 26508-1535

• 

  Smart Start Ignition Interlock

  158 Stanaford Rd Beckley, WV 25801

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:07/27/2023

  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.

  My lawyer told me to get the interlock a few days before so that I am not late to start my 6months, and this is also stated on the flyer for interlock given by court (to not wait till the last day). My lawyer said that I should be able to get an extension for those few days at the end, so it shouldn't matter.I called to ask SmartStart and they wouldn't straight out answer the question as they said it would be up to my probation officer once the 6months is over, which made no sense. The smartstart mechanic told me that I would have to pay for an additional month and then try to get reimbursed for the weeks I didn't use from smartstart.So I had to pay an additional month, and now when I asked them for the reimbursement, smartstart customer service told me that they only do month to month. So just because I started the service 4 days in advance, to follow my court's and my lawyer's advice, I ended up having to pay for a whole additional month (7 months total). I don't know how I could have avoided it.SmartStart wasn't transparent at all with how they charge as they made me wait till the end of my service to answer this question and forced me to pay an extra month than what I intended or was required. Their own contracted providers had told me to ask for reimbursement afterwards. This is a really shady business.

  

  Business Response

  Date: 07/27/2023

  Hello, The ignition interlock system was installed on December 28, 2022. At that time a contact was signed by the customer regarding the lease terms and conditions which state that the lease is based on a month-to-month cycle. The system was removed on July 7, 2023. The service records show that prior to July 7th, the unit was serviced on May 17, 2023 and that the next service date was set for July 14, 2023, just one week after the removal date. As stated to the customer during a phone conversation dated July 26, 2023, Smart Start does not prorate fees as stated above and in the lease agreement. Therefore, the request for a prorated refund was denied.

  Customer Answer

  Date: 07/27/2023

  Complaint: 20380773
  
  I am rejecting this response because:
  
  I contacted smartstart support before paying for an additional month to figure out how to get an extension and they did not help me at all, as they told me that my monitoring authority (probation officer) determines that. My probation officer and smartstart servicer both told me that I needed to get another month, and get the refund afterwards. 
  Without smartstart offering me any alternatives, I had no option but to get an extra month because the 6months of smart start didn't match up with my 6 months of probation. I would have been failed my probation if I didn't do so, because smart start customer service did not give me the option of getting an extension without paying for the whole month. I would have willingly paid for the extension but they don't offer it. 
  I believe this to be scammy business as smartstart is fully aware that people sign up for their 6 month service and know that courts ask people to sign up earlier to avoid being late. So to not offer an extension when they know their 6 month deal will run a few days short from the court ordered probation is bad on their part. They fully know that without offering an extension, they would be forcing me to pay for a whole extra month because there is no other choice if I wanted to avoid violating my probabtion. This to me is a scam because they know most people will start their service earlier as adviced by the court. 
  Regards,
  
  *****************************

• Initial Complaint

  Date:07/24/2023

  Type:Product 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 installed and prepaid six months for the interlock device before I found out the *** didn't require me to have an interlock installed so I had it removed about two after having it installed.I have been due a deposit refund check of $484.80 for the six months I prepaid. The company said a check would be mailed ***** days since the device was removed on May 4, 2023. I have not yet been refunded.

  

  Business Response

  Date: 07/26/2023

  Hello, our records show that the refund was processed on May 4, 2023. Our Accounting Manager informed me that the refund will be completed "within a week."  If you do not receive the refund by the end of next week (August 4th) please contact me directly at ************************************

  Customer Answer

  Date: 07/27/2023

  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:07/24/2023

  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.

  ******************* has deleted my ********************************* client Portal&trucks key ignition is locked unable to start my truck because they didn't unlock the service lock, b4 they removed the interlock device! My PO wanted me to switch interlock companies all together, due to of all the malfunctions I had, getting left stranded, with every single unit the ************ Shop ever installed! stayed, because *** at the ****** Rd ****** Shop, he told me everything that had been going on with the Camaro and the Neon&how ***** kept blaming my vehicle for the interlock device failing, do to recalls, software issues, or installation failures. I let Roo install the unit that on my 98 dodge Dakota, *******************, deleted from my Client Portal, since the last device that The ************ Shop installed on my Neon, was removed,&all I had was the unit Roo installed at the ****** Shop, all the interlock fails STOPPED I was no longer having to call tech support every month to troubleshoot why every unit ************ Shop installed, DID FAIL&LEAVE ME STRANDED. Since they removed the Neon, unit&all, NO HANDSET FAILURE OR INSTALLATION FAILURE HAPPENED AT ALL! I can't start my truck! by key ignition! **************** the other shop employees, are giggling &laughing! & I move the starter relay in the fuse box truck starts. But they wouldn't unlock my ignition key switch, that was locked out by the smartstart interlock for SERVICE Lockout B4that, my key ignition worked fine my probation is over&the removal order was given to y'all via email,&client Portal PDF upload because the ************ Shop truck won't start! they didn't unlock my ignition switch, that was locked up by the interlock device for ServiceLockOUT b4 they removed the interlock device& ********************** is still in LOCKOUT i notated my account, &submitted a incident report, via my client Portal. ******************* blames the failure on the battery& also told me that CSR Tech Support reps Didn't know what they were talking about.

  

  Business Response

  Date: 07/26/2023

  Hello, Smart Start has a long history of vehicle issues with ****************. Per our ****** Area Manager: The **** Camaro he had originally installed on had issues with the electrical system and the engine.  So, he moved the *** to a **** Dodge Neon.  The Neon had a problem with the ignition switch that caused the wires in the ignition harness to lose power.  Another senior tech and I stayed after hours one day and did troubleshooting on his Neon.  The *** would lose power for long periods of time.  At first we thought it was the battery but after we tested it, the battery was good.  The way the key switch worked, it was like it did not always catch and move into the ON position.  You would have to rapidly turn the key ON/OFF for it to eventually move into the ON position the unit would power on.  We showed this to **************** and demonstrated it in front of him using our volt meters.  He did not want to hear it.  We advised him to fix/replace the key switch on the car.  This did not happen so the problems continued.
  
  Eventually, he got frustrated enough with the issue that he wanted to switch companies.  I explained what he would need to do in order for that to happen.  He got his MA involved and got permission to switch companies.  Instead, he decided to install a second unit on the **** Dodge Dakota.  ********** was an improvement over the other vehicles that he installed on.  Near the end of his time with us, he started to have battery/electrical issues. We would have to jumpstart his truck to get it to start.  He came in for removal at the end of the day and he refused to pay the full balance.  So,we ran a service on the vehicle and advised him that the balance would have to be paid in full or we would not perform the removal.  We had to charge his battery and then jump it to get it to start.  He returned a week later,paid the balance and we removed the unit.  Again, we charged his battery,jumped the truck, and it started.  He drove away that afternoon.  He then visited the ****** shop a couple of days after that and complained about his truck.  He drove the same truck to ****** shop and we refused to look at it.  The truck was working just like it had been before removal. You can start and drive the truck around once you give it proper voltage. ********** has a battery or and electrical issue.  This is not a Smart Start issue.  **************** drives older cars, adds additional aftermarket electronic equipment, and he works on his own vehicles.  This issue will have to be resolved by ****************, we will not take any further action.  

  Based on the information notated in ******************** account regarding ongoing vehicle issues, Smart Start will not cover any repair costs as the issues are not the result of the installation, use, or removal of the ignition interlock system.

  Customer Answer

  Date: 08/05/2023

  Complaint: 20361740
     There was nothing wrong with my Camaro, and there was nothing wrong with my Neon!

  Both vehicles were taken to ******** and ********* for vehicle inspection, both ******* and ********* passed both vehicles, with no battery, starting, charging, or any other electrical problems whatsoever! ******************* is a liar! & all they know is there cute little shop, with 4 bays and a drive thru window! Every single unit installed at the ************ Shop Failed! and note were left ony account with every time I had to call customer service to troubleshoot the issues, and I relayed some of the suggestions made by the CSR's, and ***** replied to me, that the CSRs did not know what they were talking about! My Probation OFFICER wanted me to switch companies!!!! That was HER REQUEST! NOT MINE! *******************, is the one who replied to this BBB complaint.

  I still have the Camaro, and the Neon! both start and run fine!!!! ********** will start only by bypassing the starter relay! Because they never removed the service lockout out in place by the smartstart interlock device!!!! Otherwise it would start via key ignition!

    The history of problems I had, were all involved with the ************ Shop, their attitude, units, and installs!!!! All those problems stop when Roo, at the ****** ****** shop, installed the interlock device on the 98 Dakota, and THAT IS WHY THERE WERE NO MORE issues with the interlock Unit or the install!!! As it was only I unit PERIOD! INSTALLED BY ***, at the ****** ****** Shop! The removal was done at the ************ Shop, and was the very first time they had ever worked on it, and they gave it back to me, with the key ignition switch disabled and not.working! & said it was my batteries fault! But the truck started right up, bypassing the starter relay! and the battery was at **** volts! I had no problems with the unit, the one install done, ONE TIME! Versus every single unit installed at the ************ Shop! both ********* and ******* shop, both refused to call smart start shop, or the call center, because they both told me they had already been thru the same experience with several other vehicles and customers having the exact same issues with their vehicles and interlock units installed by the ************ Shop. SO THE ISSUES WERE NOT JUST ME HAVING THEM! THEY were giggling and laughing when they gave my truck back, and said it was my batteries fault that the ignition switch was no longer working as it had been for 2 years up until that day! I stayed with SmartStart after meeting and talking with the technician at the ****** ****** Shop, and he listened to everything I said, and reviewed my notes, and stayed "The issues I was having were related to the SmartStart Interlock Units and the installations done at the ************ Shop, and NOT MY VEHICLES FAULT!!!!" and that one unit was only worked one one time in 2 years after ****** ****** Shop installed it! until the ************ Shop removed it and gave the truck back, with the ignition switch NOT WORKING! & THEY BLAMED MY BATTERY! That was at **** Volts and started jumping the starter relay, with the the key in the ignition and turned forward, with out keys in& turned forward, the starter would crank the engine, but engine won't start, until keys or in the ignition switch and turned forward.the inspection reports from ******* and ********* were both given to SmrtStart and my PO. ******* also told me to call the ***************** to file report, because they had already had to deal with the same issues with many other customers and their vehicles, and the ******* Management had told their employees to not contact SmartStart because of that. So the ***************** also have report and verified the only thing not working was the SmartStart Interlock device handset, and that everything else on the Neon worked fine and also verified with the ******* Tire& Battery Techs who inspected my car. ******************* is a liar, and don't know what he is talking about other than he is just covering his self and his job! He IS NOT a Automotive Mechanic, Technician, or even a Lube Tech!But he needs one!

  I am rejecting this response because:
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:07/24/2023

  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.

  On 7/15/23 I called the Smart Start **************** at ************** and was able to get in contact with ****** at roughly 9:30 am eastern time (the call says that it is being recorded). After multiple calls to customer service and getting nowhere, ****** had finally given me her undivided attention and was trying to help. I explained to ****** that with permission from my Probation officer in Texas that I had moved to ************** and that my Smart Start calibration shop in Texas had reassured me, as well as the Smart Start Client Portal App that I would be able to get my calibration taken care of in **************. On 7/14/23 I had went into ********************* in ***********, ************** to make sure that on 7/20/23 I would be able to come in to the store and get my Smart Start ignition interlock device calibrated. After talking with the store they informed me that they did not have the proper equipment to calibrate my device. ****** made a great effort in talking with her supervisor and I was told to call back in a couple days to make sure that the equipment was being shipped to ********************* to get my device calibrated. On 7/17/23 Eastern time i made contact on the customer service line with ******. She told me that there was nothing in my notes that showed any type of request or confirmation for equipment to be shipped to *********************. I explained to her that I needed to have my truck calibrated by 7/20/23 or my truck would no longer be able to be driven as it would be out of calibration. She said to check back tomorrow 7/18/23. On 7/19/23 I called Smart Start was was able to get on the text message thread to communicate with customer service. After texting with ****************** was told that the matter had been escalated and they were awaiting response from inventory and to try back in ***** hours. I still have received no contact from anyone and my first contact was on 7/15/23 at 9:30am central time. My truck will no longer run now.

  

  Business Response

  Date: 07/28/2023

  Hello, I have been advised that this issue has been resolved.

• Initial Complaint

  Date:07/21/2023

  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 turned in mobile smart start device to ******************* on 07/07, I was told months prior that a $200 deposit was due, but would be refunded. I inquired about that and was told by *** that Id have to call ********************** directly which I did. Over the phone I was told I had a balance due of $120. I asked why, they said they were late charges and to turn device back on. Thats untrue. I was up to date on payments and turned the device in while it was still active. I told multiple representatives that, and they told me to basically go s**** myself. I talked to 4 different reps to far, and the last one I talked to had such a bad attitude followed by yelling at me over the phone. I want my deposit of $200 back, and an apology from smart start. Info below -07/07/23 date of incident, refund amount $200, ******************* in **** ** is where I returned device, company is **********************. My info is as follows -*********************************, ************************** ***************** ***************************, ********** **, *****. Thank **** in advance for your help. If you need any additional information from me, please dont hesitate to reach out. Thanks again!Best, ******

  

  Business Response

  Date: 07/24/2023

  Hello. This complaint was forwarded to our accounting department. The balance due of $124.14 has been waived and we will be issuing a refund of the full deposit. 

• Initial Complaint

  Date:07/20/2023

  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 set up an appointment and paid $40 for an ignition interlock. They set up my appointment with a shop that was unable to install their device. They had me file a dispute to get a refund for my $40 which was approved but I never received my refund and when I call the dispute department I get put on hold and no one ever answers. When I leave my number for a call back they never return calls.

  Customer Answer

  Date: 07/19/2023

  The location I'm referring to is the *********** location. They set me up with a shop in ***** that installs their device without calling that shop to verify they could install the device. The reason I put the ******* address is when  speaking with the Smart start agent they told me that's where the home base offices located.

  

  Business Response

  Date: 07/21/2023

  Hello, this refund has been processed and a check will be mailed if not done so already. The address provided on the BBB complaint matches the address submitted. 

• Initial Complaint

  Date:07/18/2023

  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.

  This company has caused several issues for it's clients:1. For several clients, not just myself a notification was sent to the sate of ******** that a device cancelation was submitted and if we didn't reach out to the state, we would be in violation of our terms. I know several others that received the notice and none of us have canceled or asked for installment. 2. My device malfunctioned and I was told I need to submit an incident report within 30 days. Over 30 days later, almost 60, I received an email it was declined. They are trying to charge me a penalty for a faulty device. I have video proof of it malfunctioning but the incident report doesn't have an option to upload it. I responded to the email about my dispute being declined and replied back that I can share the video of proof. I did not hear back. 3. I have auto pay on but continue to receive notifications I have a past due balance. I logged in and there is no amount listed on, it shows auto pay is on. I have received emails from them trying to contact me about the balance but can't get through. I have tried to call twice today and the automated system estimated times for hold continue to change. By the time I got a hold of someone, their billing department is closed. These are horrible practices that put their customers at risk.

  

  Business Response

  Date: 07/21/2023

  Hello, this complaint was reviewed by our ******** Operations Manager. His research showed that the violations were due to multiple alcohol violations and if she introduced something into the samples that is a user issue, not a device issue.  On 5/17/23 she came into the shop and the device passed calibration.

  The cancelation complaint was due to the *** sending out a 75-day letter in April.  Smart Start does not trigger these letters, but we do have clients service on a 60 day cycle which sometimes puts them in a window where clients get a letter the same week we send reports so the two cross in the mail.  The client contacted us on April 24th about the letter she received but we had already transmitted the report on 4/20/23 to the ***.  There was no action needed by the time she had contacted us about the letter.

  Regarding her autopayment the notes show she deactivated and reactivated it.  Her last autopayment was in April and since she has been making payments manually although it looks like she reactivated it in May.  The only charges I am showing missing at this point would be a payment in March, and the lockout for a total of $159.99.  That would get her current to August 13th. 

  Based on the Operations Managers review of the account and data the request for credit/reimbursement of the lockout fee remains denied.

• Initial Complaint

  Date:07/17/2023

  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.

  I made my appointment in the required timeframe like always & now im charged a missed appointment fee?! Your device has already cost me a battery & an alternator btw & messed up billing that you never foxed even after i sent receipts. (Y'all owe me $49) Anyways, there has NEVER in the 23 month of having this device a missed appointment ********* before I can get it removed you charge a fee? The service station pushed me through because they even said that yall charging me this fee was wrong when i always make the required time frame. Y'all never emailed a change in fee notice, & it says nothing about it on the website or in my paperwork with this company.

  

  Business Response

  Date: 07/18/2023

  Hello, Smart Start recently implemented a missed appointment fee for customers that do not come in for service on their scheduled date. Since ********************** may not have been aware of this fee, I am credited the fee back to her Smart Start account. The missed appointment fee is $35.00, plus tax of $2.89, resulting in a credit in the amount of $37.89. The credit will bring her account current.

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair 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 had to install the Smart Start system in my car on 7-18-22. From the onset I had issue's with the system not working correctly. I have complained to the installer and if I could get through to a Smart Start employee. For 8 months I had violation after violation that didn't make any sense. The installer kept on saying it was me. I was literally afraid to drive my car because I kept getting violations. After paying over $400 for these violations and being told this was a me issue, I was lucky enough to be in the shop for my monthly recalibration appointment and the system failed. Finally, the installer understood - sorta what i had been complaining about. He called the Smart Start people and explained the situation. Turns out the system was installed incorrectly. My car never thought it was turned off. The way the system is supposed to work is... you need to push your start button on the car in order for the smart start system to initiate. Once it initiates, it asks you to blow. I was never given this option. So i was always in violation, either because i didn't blow after i set my car alarm, or I unlocked my car and it made me blow and i had no choice but to blow or i would be in violation. To be clear, if the system had been working correctly I would not be writing this complaint. This is not the only issue that this system has caused. I would be driving down the road with my son and out of nowhere the car alarm would go off, scaring the heck out of my son and I as well as other drivers on the road. I have video of this happening. I also have video of the system not correcting its after I blew and passed, it would just ask me to blow again and again and again. Finally in March of ************************************************************************ terms of starting the car but other issues have occured. It is an unreliable system with absolutely the worst customer service. I could go on with having to get my car towed as well but i can't

  

  Business Response

  Date: 07/21/2023

  Hello, this complaint was forwarded to our Operations Manager for review. After a detailed review of the account and data, the Operations Manager determined that ********************** should receive a credit for a total of six of the lockouts that were charged to her account. Of the six charges, one was for $75.00 and the remaining five were for $50.00 each. Therefore, I have entered a credit on ************************** Smart Start account for $325.00. This credit may be used for future services.

  Customer Answer

  Date: 07/21/2023

  Complaint: 20327459
  
  I am rejecting part of this response because:

  First off, thank you very much for the credits to my account.

  The main point of the complaint however is that since the violations were not my fault and due to the faulty system - I am asking that you approve and provide documentation that I can have the unit taken out of my car.  I have served my 1 year program and now I want it out.  Please provide a letter stating that I have served my agreement and that the violation letters should be dismissed.  

  I would also like documentation for the 5 $50 credits to my account to provide to the installer.

  I truly hope this can be a quick turn around on this request.  

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

  

  Business Response

  Date: 07/26/2023

  Hello, a service ticket was emailed to you on July 21, 2023. The email address it was sent to was ************************** If you did not receive it please check your junk mail folder. Regarding violation letters, this information was also emailed to you on July 26, 2023, as follows: In order for Smart Start to process your violation letter, youll need to provide a copy of the violation letter ** MVA mailed to you. The violation letter will include the date, time and the type of violation(s) you received. Without the violation letter we will not be able to proceed further. If you do not have a copy of the violation letter, please contact ** MVA at ************** to request the letter be resent. Once youve have obtained the letter please fax the letter(s) to ************ or email to ********************************************.

   

  Customer Answer

  Date: 07/31/2023

  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:07/14/2023

  Type:Service or Repair 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 am in the smart start ignition program been in it for 1 year i am due to get off of it however through out the sevice i must pay a monthly fee to have it service every month until this 1 year is up and it cost more if there is a violation on the device and through out this one year i have had violations however they were not my fault really one for locking my keys in the running car which i had to have the police have me open and then again violated because my car was broke down for 2 months not my fault can not get it serviced so they charge extra on thisthey claim or say you can file an incident report with to get your money back i have reported these incidents and the is always this same they say it is not our fault u cannot get refund the extra cost cause all those things are not their fault b it is my fault to have a car broke down or locked keys in vehicle so i should be punished for it they are making a killing of money off me for just having it in my car it is extremely unfair and when you call them when u get a hold of someone after 2 ti 3 hours wait time no joke they say file incident report no one will or can resolve issues also i am due to have the system out now 1 year i file my compliance to get my license back and ******************** wants u to pay 40 $each time u file it i did it once already my year is up mind you and they sent email sayinyour compliance cant be processed for i had a skipped service which I did not I have proof too they said i can rehave the recompliance the following month i can repay another 40 to do itanother one this can keep going on to get them more and more money it is absolutley terrible i emailed them this proof and they simply ignored the 5 emails i sent only later to email me back saying pay 40 more on next compliance again they are ripping people off and they are getting away with it and keeping people longer on it than they should be to get more money something must be done about iy it is horrible

  

  Business Response

  Date: 07/18/2023

  Hello. The ignition interlock program rules and regulations are established by the *********************, not Smart Start. The rules require the ignition interlock to log skipped tests and to enter lockout mode when a violation of program rules and regulations occurs. The lockout requires an additional service be performed for which the customer is charged for the service. ********************** will issue credits if the lockout was due to a unit malfunction, however, the lockouts described in this complaint were due to user error. The data logs also show that the ignition interlock was functioning in accordance with the parameters required by the state. Therefore, the request for refund/credit of the lockout fees was denied. The notes in the account show that PennDOT was notified of compliance by Smart Start on July 11, 2023. The account shows that the $40 "60-Day Compliance Check" was paid on May 16, 2023; this was the only time that this fee was charged to the account. It is the customer's responsibility to contact the state to determine their eligibility date for having the ignition interlock system removed as only the state can determine the driver's license status. 

  Customer Answer

  Date: 07/18/2023

  Complaint: 20321682
  
  I am rejecting this response because:
  
  Regards,
  
  ********************************   

  Ok however on may 16th i paid 40$ for compliance i then received a email from smart start saying the compliance could not even be processed because of skipped calibration in april and that is not true i have a receipt when it was serviced that month and where i get it serviced they have everytime every month i get it service for one why does not smart start have this information they most definatley should for it was serviced everymonth then so it should have been even processed i think it is you have incompetent people working for you and or you just want to keep charging people for it when i should already be off iti should be off the program cant process it what a load of crap

  

  Business Response

  Date: 07/19/2023

  The data logs show that the unit was serviced, calibrated, and data downloaded on April 10, 2023. The transaction records also show that ******************** paid for the service at that time by credit card at the *********** service center. As stated in the previous response, the compliance report has been sent to PennDOT. 

  Customer Answer

  Date: 07/19/2023

  Complaint: 20321682
  and
   why do i keep getting message from smart start to pay 40$ for compliance if it has already been done and sent to penndot

  

  Business Response

  Date: 07/20/2023

  Please send me a copy / photo of whatever messages you are gettting so that I can look into this.

  Customer Answer

  Date: 07/20/2023

  Complaint: 20321682
  
  I am rejecting this response because:
  
  Regards,
  
  Brandon  could you tell me the date the compliance was sent to penndot from you.for it was *** when i paid the 40$ forthe compliance and i have not heard anything from penndot yet it has been 3 months

  

  Business Response

  Date: 07/26/2023

  Hello, per the prior response as shown below, PennDOT was notified of compliance by Smart Start on July 11, 2023

  Hello. The ignition interlock program rules and regulations are established by the *********************, not Smart Start. The rules require the ignition interlock to log skipped tests and to enter lockout mode when a violation of program rules and regulations occurs. The lockout requires an additional service be performed for which the customer is charged for the service. ********************** will issue credits if the lockout was due to a unit malfunction, however, the lockouts described in this complaint were due to user error. The data logs also show that the ignition interlock was functioning in accordance with the parameters required by the state. Therefore, the request for refund/credit of the lockout fees was denied. The notes in the account show that PennDOT was notified of compliance by Smart Start on July 11, 2023. The account shows that the $40 "60-Day Compliance Check" was paid on May 16, 2023; this was the only time that this fee was charged to the account. It is the customer's responsibility to contact the state to determine their eligibility date for having the ignition interlock system removed as only the state can determine the driver's license status. 

  Customer Answer

  Date: 07/27/2023

  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,
  
  *******************************