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 West Houston

  1211 Upland Ste H Houston, TX 77043

• 

  Smart Start

  3801 N 35th Ave Phoenix, AZ 85017-4412

• 

  Smart Start

  9950 W Van Buren St Avondale, AZ 85323

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:07/14/2023

  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.

  I have had 4 violations at a charge of 75$ each violation because first time it was installed wrong had 3 tows to dealership where I bought car to smart start garage and ****** dealership where it was proven smart start had wired car wrong, even though it was a contractor. When it was installed a second time! It was starting to go blank or black screen when I was finished blowing and was saying I was missing tests which they say is a violation! This is supposed to be a sober monitoring system! I have no failures, or hot tests according to Colorado DMV. Then it started violations on June 9th ,July 1st,July 3rd and July 9th, after taking it in to smart start for violation on July 9th I was told by technician it was wired wrong again! All 4 violations are attributed to this wiring of smart start device was wrong agai and I was called today July 13th and told I must pay ****** dollars or they would refuse to service and lockout car and device, what kind of business is this I already pay ****** a month for this to not happen and service.

  

  Business Response

  Date: 07/18/2023

  Hello, ************************ account was reviewed by the ******** Operations Manager. A credit was issued to his Smart Start account in the amount of $241.78. I was advised that this matter has been resolved, please let me know if additional assistance is needed. ************************************

• Initial Complaint

  Date:07/14/2023

  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.

  I was charged a $75 lockout violation fee when Smart Start's manufactured device malfunctioned and would not allow me to blow into the device repeatedly causing missed tests. I finally was able to get it to work and then it said I had a lockout violation and had to have it serviced within 72 hours. Not only was I inconvenienced by having to drive an hour each way to get it calibrated again, pay for gas, and bridge toll. I was charged a $75 fee! Im disputing the lockout violation fee due to device malfunction! NOT ME MISSING TESTS OR ME NOT USING THE DEVICE CORTECTLY. DEVICE MALFUNCTIONED!!!!

  

  Business Response

  Date: 07/14/2023

  Hello, the ******************* establishes the rules and regulations for the ignition interlock program. The device is programmed in accordance with state rules and regulations. The state requires that when a skipped test occurs the device must enter lockout mode requiring service within a designated time frame. A review of the data logs show that there was a total of six missed tests. Pursuant to state regulations, this triggered the lockout which requires an additional service, therefore, a lockout charge is assessed. The notes in the file show that an incident report was filed and responded to as follows: Thank you for contacting Smart Start.  I received your incident report and reviewed your account. The device logs show the unit was left active and unattended. The state regulates that active devices initiate a rolling retest after the vehicle has started. It is your responsibility to be able to see and/or hear the machine as it signals the testing window. If the device requests a test you are required to take it with in the allowed time frame.  This includes leaving an active unit unattended or skipping the final test of your drive, which is a user error and not a device malfunction. Be sure to always remove the keys from the vehicle and inspect the unit before exiting.  This will help avoid erroneous skipped tests that happen as you complete your drive. If you need additional training we can provide this to you free of additional charge at any of our service centers. After reviewing your incident report and the device data, I am not able to ***** a discount for this lockout as the data shows the device was functioning properly.

  Based on the review of the device data log the device was functioning in accordance with the state regulations, therefore the request for a credit/refund is denied.

  Customer Answer

  Date: 07/14/2023

  Complaint: 20319565
  
  I am rejecting this response because: You are claiming I left the device unattended which resulted in missed tests stating this triggered missed tests WHICH IS FALSE. Your device malfunctioned not accepting my breath repeatedly which triggered missed tests. I should not be charged an extra fee for your device malfunction! The next thing I'm going to do is contact my attorney and I'll be collecting more than the $75 fee in small claims court along with attorney fees DUE TO YOUR DEVICE MALFUNCTION. You need to give me back my money.  This is theft. 
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 07/18/2023

  Hello, as stated in the previous response to this complaint, the data logs show that the ignition interlock device was functioning properly and in accordance with the state requirements.

• Initial Complaint

  Date:07/13/2023

  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.

  It is a true pain getting in contact with this company after one has signed up. Their customer service number gives you a lot of options which would make one think it would be easy to contact them. That is untrue. Trying to get to the general customer service line is like pulling teeth. I have called 4 times, and all times I have had a minimum wait time of 30 min.+ The main reason for my call this time is to request to change the monthly calibration to every two months. After almost 1 hour lost with the company, a rep told me they were setting up my account to a check in every two months. That I was to inform the shop of this change. Upon my last check in in June, **************** said they did not need to know about the change to the two month check in option change. Plus, I was charged a higher amount for that calibration than what was discussed. <---But that is a different matter.I have been trying to get in touch with the company to get the account back to the two month calibration option but again after waiting more than 30min. I get no concrete help and get transferred to another department because the rep did not know how to help me. This created another 21min. hold... which then turned into a 38min. hold. This is the 6th time I am calling trying to get this issue fixed. This company has no legit structure. I have know and again spent over an hour trying to get this resolved. Lastly, I was charged a $40 pre-enrollment fee which the initial rep said I would get credit for, I have yet to see that credit. Think twice before getting your interlock device through this company. They don't make a difficult situation any easier.

  

  Business Response

  Date: 07/14/2023

  Hello, the notes in **************** account state that the service date issue has been resolved. Regarding the $40 fee, this shows as an enrollment (scheduling) fee which is charged at the time an installation appointment is scheduled. This fee is not a pre-payment or a deposit, therefore the request for reimbursement is denied.

  Customer Answer

  Date: 07/18/2023

  Complaint: 20316810
  
  I am rejecting this response because: the service date issue has not been resolved. I made the arrangements in the appropriate amount of time to avoid having to go in every month. Now, I find myself still having to go in every month (July, August) whereas the arrangement I had made would have avoided the monthly visit for July to go in only in August and October. I will not be satisfied until I know I am safe to not have to go in for a calibration in the month of September as I will not be in town. It will depend on the August checkin, if the correct set up is then reflected on the account. Regarding the $40 fee charge, I accept that explanation. 
  
  Regards,
  
  *************************

  

  Business Response

  Date: 07/21/2023

  Hello, I have been informed that ************ has been contacted by our ******* Services Supervisor, Kametrea, and that she has been given the needed information. 

  Customer Answer

  Date: 07/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and was contacted by said employee. Still,  I cannot say I am satisfied with thee result until the August check in is completed.  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/11/2023

  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 have had a SmartStart interlock Device since last year. I pay monthly for my calibration. This month I was told by the employee that ******** just now started charging taxes on this service, going on a tangent about how, "you know ********." I would have assumed ******** would have already been charging taxes on this service from the very beginning. Anyhow, after more than a year of paying X amount, it has increased this month. Upon review of the receipt, it specifies "Total Tax" and not state, county, etc. I am unclear what tax I am paying here. Upon review of my online account, my payment history looks different this month. The company has recatagorized the services and lumped them into "1 month lease" as opposed to itemizing the charges. I can not view my lease online and I assumed when signing a lease, just like a house or a car, the payments would not increase, and if they did, the customer would get a reasonable explanation instead of being left in the dark. Attached I will include my June receipt, which reflects what I have paid for a year+. I will include my July receipt which reflects the new "total tax" charge. I will include my payment history snapshot from the online website, reflecting an increase in charges, a lack of reasoning for those increases, and the recategorization of what were itemized charges.It also looks like next month I am expecting to pay more than this month and last month. But there is no explanation or reasoning behind this that I can view.

  

  Business Response

  Date: 07/14/2023

  Hello, Smart Star is required by law to collect various taxes in ********. The tax rates are established by applicable government authorities such as cities, special districts, counties, and the state. These are automatically calculated, totaled, and added to the customer's account. If further information is needed please contact our ********************* at **************.

  Customer Answer

  Date: 07/14/2023

  Complaint: 20305307
  
  I am rejecting this response because: you have me a broad general information reply... If this is true that it is automatically added to my account, then my monthly contracted lease price should not rise right? Because if we were paying taxes correctly to begin with, this would not have become an issue. 

  I would like my payment to be what I signed a contract for. $73. Taxes should not be JUST ADDED on a year and a half after (or for other's cases, since the birth of SmartStart). I have paid $73 a month per my contracted lease. I am upset that it has Increased per "******** just started charging taxes on SmartStart" none of this makes sense to me. 

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

• Initial Complaint

  Date:07/11/2023

  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.

  If things go as planned, the company is all right to work with. If an issue occurs that requires the company to intervene, requests for assistance seem to go into one giant black hole.I had an issue related to the initial installation that resulted in a dead battery. It took over a month to get to the point that my issue could go through troubleshooting and when that was complete, I was told that if the issue was related to a problem with the install or a device issue, I could request reimbursement for the purchase of a new battery that I shouldn't have needed. To date, my incident report for this request has not been answered. If I call in, my information is passed on and I'm told I'll hear back in 3 to 5 days. The call back never comes.My second issue is related to the monthly calibrations. The company states that there is no additional charge for the monthly calibrations, yet the service center now charges $40. If I don't pay the fee, they won't calibrate my device, and I'll end up paying an $80 lockout fee. This issue was also reported to the company and again, no response.The overall feeling is that this company will just continue to take advantage of their customers because the customer needs their service.

  

  Business Response

  Date: 07/28/2023

  Hello, I apologize for the delayed response. After reviewing the account I have authorized the credit/reimbursement. ************ will be receiving an email statement showing the credits on her Smart Start account.

  Customer Answer

  Date: 07/28/2023

  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:07/10/2023

  Type:Order 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 persistently for the last two years of contract with their device installment in my vehicle, hasnt neglected to upset and frustrate me! This device in essence malfunctions, it always says violation codes on me when I use the device as prompted when I have been sober for the last seven years!On top of that, when I go in the shop for calibration, the employees there are always disgruntled and rush, the whole process, instead of having patience when I have questions about it. In short, they use scapegoat techniques to bypass and use laziness as an excuse not to service my Request. Lastly, the app on my mobile phone is supposed to shortcut me for bill payment when do and other requests. With these completed payments on the app, Ill go to my appointment with the shop for the calibration and yet theyll claim they didnt get the bill payment processed in your system and that I owe more than I should. Exclaiming statements that basically tell me Im past due on fees and violations and I believe it is completely misled and very inaccurate statement. I only have the contract with them for a very short term recipe., But I am not doubtful that they will throw a curveball somewhere or the device and rip me off for my money and horrible customer service. I do believe that they should **** money back, if anything from the falls violations. I wouldnt recommend anybody trust this company or their app or staff just because on average altogether its all disappointing and have terrible ratings on other site sources. They neglect to correct the problems in numeral times and I stick for everybody that its just terrible.

  

  Business Response

  Date: 07/14/2023

  Hello, I reviewed the data logs from ****************** ignition interlock device. The device is functioning properly in accordance with the rules and regulations established by the *****************. I also had our ************** Operations Manager review the files and he states it appears that ************** is introducing a contaminant during the initial breath test. This is commonly due to items such as air fresheners, breath spray, mouthwash, or food/drink products, etc., that contain alcohol that are inside the vehicle. The device calibration records show that the device is calibrated per standards. I recommend that ************** inspect the interior of the vehicle to see if there are any items that could be contaminating the air within the vehicle. Based on the device data logs which show the device is calibrated and functioning properly, the request for credit / reimbursement is denied.

  Customer Answer

  Date: 07/16/2023

  Complaint: 20295519
  
  I am rejecting this response because: false violations! Ive had multiple occasions where I wasnt NEAR any alcohol related Mauritian material at all, yet falsely resulted! I dont want compensation, I just want a rating of horrible for their company. Its probably the most unprofessional company Ive dealt with.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:07/07/2023

  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.

  ********* DUI in March of 2018. Maryland has no record of it. Got a car in 2021 started Smart start. April 22nd of 2023, I had completed the smart start time set by the ****************** and was eligible for removal. I don't have my driver's license because this has just made me not want to drive, my wife drives me every where instead. So we called Smart start and was told we can have it removed when we get to ********, that they put it in the system that D.L. was not needed for removal. May 12 2023 we go to smart start place in ******** and they have a red flag in the system that says I have to have a D.L. for removal. Both tech and my wife called Smart start and were told that I need a D.L. for removal. May 15 2023 vehicle battery dies, got locked out and have to now pay for 2 months and lock out fee. July 7 2023 currently on phone with Smart start being told that I can get it removed but it would be all for nothing and that my not wanting a D.L. is going to be a problem. They said that they have to contact ********* state removal and try to see what can be done. I've been paying for something that should be taken out all ready and according to their contract when your contract is up you are allowed to remove it for any and all reasons. This needs to get fixed. And Smart start needs to have their people talk to each other and update their stuff across the board.

  

  Business Response

  Date: 07/14/2023

  Hello, per our Client Compliance Department: Per KS rules and regulations this client may remove at any timen. It's the client's responsibility to call KS reporting and receive the authorization letter provided when they are able to remove. I sent the communication out to the client. 

• Initial Complaint

  Date:07/07/2023

  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 is about a problem that has not been fixed. My breathalyzer device doesn't work. The screen went blank 3 months ago, I've filed 3 Incident reports about it. Nothing has been done. Im.also reinstating a complaint with ********* carstar collision of hamburg **. I filed this complaint with your organization a few months back but didn't go forward with it well I want to reinstate that as well. Im.homeless, I live in my car. This device is violating me while I sleep. There no reason for it. I haven't drank in 12 years. No violations, my last arrest was 2009. I'm still paying for a non violent crime I committed I don't know 14 years ago????? You'd think I wa guilty of a capital crime. But no I'm guilty of pulling over to go sleep. That's it. So basically these guys can say I missed a breathalyzer but how would I know. The device does not work properly. I'll start the car and sometimes that thing goes off like I've already missed two. Its not working properly. I've complained and complained and complained and complained again. The breathalyzer device in my car doesn't work right

  

  Business Response

  Date: 07/11/2023

  Hello, I have been informed that **************** had his ignition interlock unit serviced on July 10, 2023. The notes from the Technician verified that the unit was not functioning properly as reported, therefore I have issued a credit to ******************** account for four lockout fees that have been assessed since January of 2023. The credit is $324.00; which consists of the four lockout fees of $75 each, plus tax. Please let me know if I can be of further assistance. ************************************

• Initial Complaint

  Date:07/06/2023

  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 contacted Smart Start on June 27th to seek removal of my ignition interlock device. I got an email stating they would get back with via email or text in 3-5 business days. Im on day 10 with no resolution. You can not call Smart Start and talk to someone on the phone unless you pretend to be a new customer wanting to schedule an install. Then only one time when I have had issues in the past has someone actually tried to help me instead of just sending me back to the main menu where you sit in an endless cycle of prerecorded messages. I have a feeling they are stalling so they can charge me an extra months service instead of me being able to remove my device in a time frame to where I wouldn't be charged extra fees.

  

  Business Response

  Date: 07/14/2023

  Hello, I contacted our Client Compliance Manager and was told she looked at the account and according to the notes and communication, my specialist communicated to the client via text on June 27th that she was able to remove at will. I am not sure as to why the client is stating that we did not respond to her on time. I also double checked her phone number that the text was sent to, and it does match what she sent over. I had another one of my specialists reach out to her again today. 

  Customer Answer

  Date: 07/18/2023

  Complaint: 20281848
  
  I am rejecting this response because:

   

  Read the text she sent.  It does not state that I can remove at will.  It states that UPON verification and APPROVAL they will contact me with steps to remove the device.  I did finally get the device removed after I had to call and ask about the verification.  I played a game of we don't schedule uninstalls and then having to call back after being told by the uninstaller that Smart Start had to schedule the uninstall in the state of ******.  I had to pay a service lock out fee because of their lack of timely response.  I had to call back to get my request elevated to get it removed.  I have the email attached.  Note it has a date of July 7th when they told me I could remove the device.  That is 10 days (5 longer than the email they provided) to get a response. I missed my lock out date by one day.  I have attached a copy of the email I got from Smart Start on my request for a refund of the lock out fee.  Now I would like a refund of my service lock out fee since I had to keep calling and got told the wrong information over and over.  The contractor who did the uninstall stated that he hears complaints all the time about Smart Starts customer service and lack of communication, timely response and factual information.  

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

  

  Business Response

  Date: 07/18/2023

  Hello, Thank you for sending the screen shot of the text message dated June 27, 2023. The message shows that you were informed that you would receive a response within 3-5 business days. According to the notes in your account, you contacted Smart Start on July 7, 2023, asking for an update as you had not received a response. On July 10, 2023, a removal appointment was scheduled for July 12, 2023, which resulted in an additional monthly charge of $73.00, a service lockout charge of $75.00, and an unlock code charge of $35.00 (plus tax on each charge). There was also a $10 "State Imposed Fee" (untaxed). The total amount of these charges with applicable tax was $206.74. I will have our accounting department issue a refund check for this amount and have it mailed to ****************************** address.

  Customer Answer

  Date: 07/18/2023

  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:07/06/2023

  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.

  The first issue is that I set up automatic payments, so that my device fee would be taken out every month. Because the shop books the service appointments 2 months apart, after your first visit, the automatic payment does not come out the following month after your shop visit. I was due to pay for the month of July, because the automatic payment was last charged in June, and I spoke with a service rep who advised me to go to the portal and make the payment. Reviewing my account on July 3rd, I noticed a charge of $107.36. This was an unauthorized charge. I never spoke with anyone regarding this charge. They charged me the $98.80 device fee, plus a processing fee, and taxes. I called 4 times on Monday and was told that a rep named *** took the payment over the phone. This is incorrect, she processed it all on her own without my authorization. I would have never know had I not just been reviewing my account. I was going to make the payment via the portal for this very reason. Now unless you guys have a recording of this transaction, which I know you do not because I never called, I am seeking legal representation. You are not authorized to just go in and take payments without my authorization. I am aware that I owed for the month of July, August payment will be automatically deducted, and September will be the end. I do not want this company to go in my account in September, and charge me unauthorized processing fees and taxes, when I can just make the payment via the portal like I was informed by another rep.

  

  Business Response

  Date: 07/07/2023

  Hello, the Smart Start Accounting Department pulled and listened to the recording of the interaction of June 1, 2023, where **************** gives verbal permission to transact the payment on July 3rd in the amount of $107.36. **************** is heard at the 2:10-2:23 minutes **** on the recording asking my agent to process that payment of $107.36 on July 3rd. If you have any questions please contact our accounting department at **************

  Customer Answer

  Date: 07/07/2023

  Complaint: 20280753
  
  I am rejecting this response because:

  I recall the conversation regarding the payment back in June, however if you listen to other recordings, I called smart start, and requested that this payment be cancelled, and paid that amount by phone in the amount of -$110.40. After careful thought, I called back 6/1/23, and discussed it with a smart start agent, and she processed the payment via phone. She also told me that she was cancelling the June 3rd payment. She also corrected the amount, stating that I owed $***** for the device, an $8.00 processing fee, and $**** cents for a charge of ***** from 3/9/23. The rental fee is *****, but for some reason after reviewing my account, she stated that I still owed **** from 3/9/23, because I was credited **** and only paid *****. I explained to her that whomever I spoke with and set up the original payment said I owed ******. Following her reviewing my records, she stated that she would cancel this payment, and accepted a payment of $110.40. Please review all of the calls that I have placed. You will see that that July 3rd payment was to be cancelled, and another payment with the corrected amount was paid on 6/1/23!
  
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 07/14/2023

  Hello, our Accounting Manager reviewed the account and is willing to authorize a courtesy credit of her August 2023 calibration fee of $98.70. After reviewing the notes and conditions she is due to get removal auth after ****** having served her condition terms. If you have any questions please contact Smart Start's accounting department at **************.

  Customer Answer

  Date: 07/15/2023

  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. An automatic payment of ***** is due to be deducted from my account for the month of August, according to the smart start portal. Seeing as though I have already paid for this month, and you are posting it to my account, as a credit, there should be no automatic payment deducted in August. Is this correct?
  
  Regards,
  
  *******************************