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

  3801 N 35th Ave Phoenix, AZ 85017-4412

• 

  Smart Start Ignition Interlock

  343 National Rd Wheeling, WV 26003-6537

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:04/21/2025

  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 a interlock device in my car. The device passed I ************************ my car, In 5 minutes i blew into it and it had a violation, I blew again another violation, Again I blew and it passed, Now they are charging for this, This happened before and they keep charging me, I should not be charged for this mistake on their equipment. This is an ongoing thing so they can charge me money. I made a mistake and they are tacking advantage of it by charging ridiculous fee's.

  

  Business Response

  Date: 04/23/2025

  Hello, the data logs show multiple consecutive positive alcohol tests. The notes in your account also show that you submitted an incident report and were advised: After checking the device calibration readouts and log file data, it was determined that your unit was functioning properly at the time of these events.  Many items contain contaminate alcohols that will register on the device.  These can range from food and drink to hand sanitizer, mouthwash, cologne and hairsprays, or even tobacco products to name a few.  When these items are detected, the failure will be logged.  However, once they are then eliminated on the next follow up test a passing result will be present.  This is normal as these items generally dissipate very quickly. Passing tests after any failure or **** is required to help prove sobriety, but it does not negate the fees to unlock the system.  Contaminates are a user related error and not a device malfunction. It is your responsibility to be sure that you have rinsed your mouth to be clear of any contaminates before you take your test.  Any individual who may use your system must also be aware of the rules set forth as you are still ultimately responsible for what happens with the system.

  Please be aware that the interlock program rules and regulations are established by the State of Washington. The program requires the interlock device to enter lockout mode when a violation is logged so that the data can be downloaded and transmitted to the state authorities for their interpretation and determination if a violation occurred. 

• Initial Complaint

  Date:04/16/2025

  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.

  There are far too many complaints to begin with. The whole process has been an absolute nightmare and I wish I would have chosen a different *********** These guys are total crooks. First and foremost, my license was suspended due to not being in compliance for not getting my vehicle serviced. I called smart start and they stated there was no service given on that date. I have the service ticket, then they mysteriously "found" the service ticket. Already seems shady but whatever. Got my license back and am in compliance, The real issue is the lockout & the theft of my fees. I went into a lockout back in March for an incident where it shouldn't have happened. There was a violation blown by a friend of mine after using mouthwash(he was unaware that it had alcohol in it, he literally is in a sober living house. So alcohol mouthwash shouldn't have even been there to begin with), then 2 minutes later a pass. So why was I to have to pay for the lockout fee? Also, they have decided to charge for missed appointment fees which was never an issue before as long as you went during the grace ******* After weeks of arguing, I finally got the missed service fee "credited" to my account. But now, I am still told I owe a balance. When I tried calling someone, I get transferred to automatic message after automatic message. It takes 20+ mins to get through to an actual human. When I finally got through, I was HUNG UP on by one of the workers and transferred to another office that was closed. I then tried again, and another VERY RUDE woman, ***** in collections, then says to me I need to file an incident report and is trying to blow me off. Which I DID!! I have no idea where these additional fees are coming from but I paid up through the month of April. There is no reason they should be extorting me into paying more to get my vehicle services.

  

  Business Response

  Date: 04/16/2025

  Hello, the data log in your account shows that there were three violations consisting of two positive alcohol tests and one skipped test. The State of Colorado establishes the program rules and regulations, which require the ignition interlock to enter lockout mode when any combination of three violations is logged. Based on the data logs the violation lockout fee was correctly assessed as the violations required that the device be serviced, downloaded, calibrated, and data be transmitted to the state authorities. The missed lockout fee was credited back to your account as a one-time courtesy. The incident report response that was emailed to you stated: The missed appointment fee is a Corporate policy, however, in this case I will place a one time credit to your account for the missed appointment fee.  You will see this credit at the next service of the device.   Moving forward, missed appointment fees will not be credited.    Please be aware of the next lockout date.  This information can be found on the service receipt, on the client portal or press #1 on the device.   If you need to change your appointment, you will need to call more than 24 hours prior to the appointment  and would need to call the *********** at **************.
  

  Regarding the past due balance, the notes indicate that you spoke with our Credit and ********************** and you were informed: INFORMED SHE OWES A PAST DUE AT $51.77 PLUS APRIL'S LEASE FEE. CLIENT WILL SEND A DISPUTE AND ALSO UPSET WITH ME BECAUSE HAVE INFORMED SEVERAL TIMES SHE'S NOT OWED ANYTHING. PROVIDED THE C&C EMAIL ADDRESS.

  Based on this review, the violation lockout fee refund is denied. The missed appointment fee was waived as a courtesy. Your account currently shows a past due balance of $51.77.

• Initial Complaint

  Date:04/16/2025

  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 originally set up for autopay to pay my monthly Smart Start fees, the shop I was going to for service required me to cancel autopay and to pay my monthly fees at their location. They told me this after a few months had gone by and mentioned that I had been overcharged a few times. The overpayments occurred between Dec-Feb timeframe. I have tried to call customer support several time about the issue and have not been able to get anyone on the phone that can help me with this issue. I would like someone to review my account and reimburse any overpayment.

  

  Business Response

  Date: 04/16/2025

  Hello, your account shows that you have not been overcharged and your account is paid through 5-3-2025. Currently you have a zero balance due.

  Customer Answer

  Date: 04/20/2025

  Complaint: 23202077
  
  I am rejecting this response because: I requested a history of payments from the date of install until January. There are several extra charges, Nov 6 & Nov 20 2 week lease fee, Nov 26 Another lease fee charged by the local shop. Dec 3 lease fee charged by local shop, Dec 3 another lease fee charged. Jan 4 & Jan 18 2 week lease fee charged, Jan 20 lease fee charged. Please have someone review the account and refund the overpayments.

  Thank you
  
  Regards,
  
  **** *******

  

  Business Response

  Date: 04/23/2025

  Hello, for a full statement of your account please contact our credit and collections department. Their direct number is ************.

  Customer Answer

  Date: 04/28/2025

  Complaint: 23202077
  
  I am rejecting this response because: I have tried to call the number given numerous times and am unable to get anyone on the phone. My payment history shows repeat charges for lease fees and items marked payment with no explanation. Please review my account and refund any overpayments.
  
  Regards,
  
  **** *******

  Customer Answer

  Date: 04/28/2025

  Complaint: 23202077
  
  I am rejecting this response because:

   I have tried to call the number given numerous times and am unable to get anyone on the phone. My payment history shows repeat charges for lease fees and items marked payment with no explanation. Please review my account and refund any overpayments.
  
  
  Regards,
  
  **** *******

  

  Business Response

  Date: 05/05/2025

  Hello, per our prior responses: your account shows that you have not been overcharged and currently you have a zero-balance due. For a full statement of your account please contact our credit and collections department at ************.

• Initial Complaint

  Date:04/16/2025

  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.

  The last week of December, the device ************************ to malfunction to the point I couldnt utilize my vehicle anymore. So I had it towed to the companys local representative to get serviced. The local representative has had my car since, with me contacting them multiple times a week inquiring about the status of my car. In the meantime, the company has been charging me their leasing fee to have the device in my car the entire time. During the duration their representative having my vehicle, *** obviously had to pay for Ubers to sustain my life, which that number is now in the thousands of dollars, while getting charged their fee for having in it my car. Saturday, I got a letter from ******* saying that I havent been in compliance with the ignition interlock agreement to fulfill my stipulations and my time being served will be suspended. I havent done anything wrong in any aspect of this whole ordeal. Im getting charged for an agreement that I cannot utilize at all, and now with their faulty equipment causing my time served on my department of transportation stipulations being effected. Ive done absolutely nothing wrong, and have had to miss funerals, weddings, etcetera due to the fact that I havent had my vehicle in approaching four months, all due to their faulty equipment and/or their local representative not being able to fix the problem. I feel like Im getting beat up upon from a company making 750 million a year because I am the little man, and this has caused me an immense amount of stress, worrying, and turmoil to my life all due to their equipment and/or licensed representatives.

  

  Business Response

  Date: 04/18/2025

  Hello, per our local service manager, the vehicle was inspected today. He has run a service on the equipment and issued credits in the amount of $703.92. The shop will be reaching out to the customer to pick up the vehicle. He also advised that our compliance team will take care of the non-compliance with *******.

  Customer Answer

  Date: 04/21/2025

  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:04/14/2025

  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've always felt like I was double paying. Although there seems to be no way to "get to the bottom of things " with this service provider. Mishaps/misunderstandings about every month! Never any resolution! Latest problem with double charging 4/3/2025

  

  Business Response

  Date: 04/15/2025

  Hello, the account shows that the monthly lease fee has not been paid up to date resulting in a past due balance. In addition, during the service on January 24, 2025, your next appointment was scheduled for March *******. You did not show up for this appointment or call to rescheduled,therefore you were charged a missed appointment fee. The ignition interlock device was also in Service Lockout since you did not bring it in on time per the state rules and regulations, this resulted in the unit locking out. You were charged a lockout code fee in order for you to activate the unit long enough to get it to a shop, and you were charged the service lockout fee. These are all normal and customary charges. The account currently shows a past due balance of $145.69, and your account is on collections hold. The transaction records show no double billing, rather, it shows the monthly lease charges plus the additional fees described above. The notes in your account show that you contacted our credit and collections department on April 4, 2025, and you were informed at the account was past due.

• Initial Complaint

  Date:04/14/2025

  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.

  Had the device installed. When the first breath test triggered I was in a parking lot and had forgotten to disengage my auto off engine feature. Chalked my engine being killed up to that. The next morning on my way to work on a hwy with a speed limit of 60 miles an hour, and got another breath test while driving. Cut the power to my engine. I was luckily able to coast to the shoulder, but their website says it won't kill my engine and i'll have time to pull over. I didn't. When I made a complaint on another trusted consumer complaint website, they responded with calling me with an automated message to call them back. This is after I spent more than hour on the phone the week before being passed between automated call lines and people. They don't care if their product works in opposite of advertising or if endangers peoples lives. They just want the money do under their take it or leave it contract and exceptionally poor customer service.

  

  Business Response

  Date: 05/05/2025

  Hello, per our Regional Director your request for refund has been approved and has been submitted to our credit and collection department for processing.

• Initial Complaint

  Date:04/10/2025

  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.

  In July 24 I ordered simpleIID. Installation was in orange ct. smart start was installed , not simpleIID ! I kept the smartstart out of frustration. My device had given me several 5 or 6 violations for missing rolling retests. One time I watched as the device repeatedly did not register me blowing and humming at all. Violated me. Then immediately request another test that performed normally. The other times I woke up to violations that happened while the car wasnt driven. When I attempt t contact the company to complain they tell you to file an incident report. Which they dont email you back and if they do its only to say youre wrong and its your fault.they said I turned off my car during a test request. %100 false. I had to learn that ****** in my first rodeo years ago. I check that device every single time without fail. I phantom check when I drive other vehicles lol. There is no recourse for them. If you dont comply, they have all the power. You cant drive your own vehicle unless you pay whatever they charge you. I have paid for numerous violations and lockout codes that I never should have received. Over $1000 dollars more out of my pocket. Thats like a year lease rt there! DONT USE SMARTSTART !!

  

  Business Response

  Date: 04/11/2025

  Hello, the account shows that the interlock system was removed on February 28, 2022 (over three years ago). The account also shows that all violation lockout fees were credited back to your account, which was closed in 2022 with a zero balance.

• Initial Complaint

  Date:04/10/2025

  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 trying to charge me sneaky fee for miss my appointment for calibration. Before it was 5 days before and 5 days after lockout day grace ******* They changed it to just 5 days before lockout day, no more 5 days after and I did't know that. They did it just recently, without properly notifying me. So my calibration day was on 03/21 Friday, but I couldn't do it because I was working all day, so I came on 03/24 Monday and did calibration. So I got bill to pay extra $55 miss appointment fee. I was trying disputed immediately and filed complaint on 03/25 online. That;s how you should do it, you can't do it over the phone, I tried that before. Got email I have to wait 7 business days to review my complaint, didn't get any respond from them. Called them on 04/07 Monday and asked them what's a status of my complaint. Lady over the phone told me she's going to email them and ask about it and I have to wait another three days. Today is 3 days left and I still didn't get any respond from them. They just playing this waiting game and ignore me so people would give up and just pay their sheisty fee. So I strongly disagree I have to pay that $55 fee for following reasons: a) Nobody properly notify me about them, they just changed rules without saying anything. b) Automated system making appointments without asking if that date is working for you, so nobody care how you gonna make it, losing your shift at work just to come in for calibration. c) They are not even telling you during visiting shop for calibration that if you won't come in on or before lockout date you'll be paying fee. They want you to fail, so they can get your money. I didn't pay that fee yet, they are pending under my account to pay, I want them take it off, but they ignore me so that's why I'm filling complaint with you in a hope to resolve this problem. Thank you.

  

  Business Response

  Date: 04/11/2025

  Hello, Smart Start implemented a missed appointment fee several months ago. We attempted to notify all of our customers via email but are aware that not all customers received this notification. The missed appointment fee has been credited back to your account as a courtesy. Please be aware that if you are unable to make your next scheduled appointment you will need to reschedule at least 24 hours in advance.

• Initial Complaint

  Date:04/10/2025

  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 started using SmartStart so that I could comply with a case from nearly 15 years ago. They were also one of the only companies operation in **** within ************************************* business. Every step of the way SmartStart has failed at communicating with and receiving communications with my case worker in ******** and with the VA DMV. It started when setting up an appointment to install and within an hour I had 43 different **** call me after I made the first appointment to make my first appointment again. None of the **** had me on file even after setting up all of my accounts and appointments with a rep. **** was October 2024. The SmartStart devices kept messing up. The shop where the services are done are awful people who tell me I'm not worth their time because its not enough money for them to worry about. Now today was scheduled to be my removal day. SmartStart said I can not remove today because they do not have the papers my case worker sent in already and I have to send copies in. Then after approval witch takes 5-7 days, I can then schedule a removal witch may take 5-7 days more to get approved. So I had to pay again for a service date I was not supposed to have and yet another visit to the shop and more time running with this device that doesn't always work right. I really would like some portion of a refund for all the mess SmartStart has put me through just trying to do the right thing.

  

  Business Response

  Date: 04/23/2025

  Hello, per our records the ignition interlock device was removed on April 14, 2025. The account shows a zero balance.

  Customer Answer

  Date: 04/23/2025

  Complaint: 23186600
  
  I am rejecting this response because:
  It was not that the device was ultimately removed, it was the horrible way SmartStart's people treated me and told me it would take weeks to remove the device. It was the way they would not listen when I tried to explain that my case worker had said I was finished.  I was treated poorly and had to go through my caseworker within a different company to get anything done.  So yes, the device was removed, but the response was insulting and offensive.  
  Regards,
  
  ******* *******

  

  Business Response

  Date: 04/25/2025

  We apologize if you did not receive excellent customer service. ********************** works hard to provide exceptional service.

  Customer Answer

  Date: 04/27/2025

  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:04/10/2025

  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.

  Was prompted to take a test while driving, I proceeded to blow into the interlock to take the test. After blowing I was prompted to Please Retry and a timer of 1 minute and 30 seconds. After waiting the set time the original test time of four minutes was counting down as well. After being told to Please retry 3 times, I was given a violation lockout. I now have to pay 80$ to remove the violation not only that it goes onto the dmv record as a violation of my probation. Which in turn adds time to my interlock device being in my car. I work out of town this happened on a Sunday. So not only did I have to go out of town(4 hours away) I had to take time away from my job to handle an issue that shouldnt have even happened to begin with. I proceeded to drive 3 hours to the nearest smart start location, upon arriving the employees decided not to show up till an hour after the posted open time, yet again stealing more time from me. This company is a scam through and through, I wouldnt wish this upon my own enemies.

  

  Business Response

  Date: 04/10/2025

  Hello, your account shows that the violation lockout fee was credited back to your account on 4-10-2025, leaving your account at a zero balance. The notes also indicate that that the violation lockout was due to a unit malfunction, therefore you will not suffer any penalty from the state. In the event you are contacted by the state, Smart Start will verify that a unit malfunction was the issue.