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

  1528 W San Pedro St #5 Gilbert, AZ 85233

• 

  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:07/05/2023

  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.

  The smart start device false reads constantly.I blow to start my car and pass, a couple miles later it forces me to blow again, violates me and makes me reflow in 60 seconds. After I reblow I pass.Smart start will still charge me for the faulty reading as a violation( which has occurred every month I have had the device roughly 1 week before it scheduled recalibration date) and if I want to not pay for the faulty reading Smart Start device will lock me out of starting my car until I pay them then I HAVE to spend more time and money by filling out a paper and mailing it in to TRY to get the company to reverse the charge which they NEVER DO. I feel like this company has their machines set up for false readings to create more revenue.

  

  Business Response

  Date: 07/05/2023

  Hello, I reviewed the data logs for the past services in April and May, 2023. The data shows on May 6, 2023, there was a positive alcohol test, however, the tests before and after were negative. On April 27, 2023, a skipped test was logged. The test sequence was initiated at the same time the vehicle engine was turned off. The 3rd lockout occurred on April 12, 2023, and was also for a skipped test. This skipped test was preceded by numerous attempts to submit a test sample, however the device logged "Abort-Not blowing long enough." Since this occurred a couple of days after the unit was installed this lockout fee will be reimbursed as the training may have been insufficient. The account also shows a missed appointment fee was assessed on May 10, 2023. This charge appears to be incorrect. Based on my review the three lockout fees and missed appointment fee are being credited back to ******************** account. The total credit issued is $263.40. If I can be of further assistance please contact me at ************************************

  Customer Answer

  Date: 07/06/2023

  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:07/05/2023

  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.

  The interlock device on our car malfunctioned causing our car not to start on 3.29.2023. After several hours on the phone, mostly hold. The representative explained the error code was a malfunction and we had to tow our car to the nearest service center. The closest is over 140 miles and the quoted tow was $350. The representative explained since the error code was no fault of our own smart start would fully reimburse us for the amount of the tow. We submitted the proper "incident report" with supporting documents and were told to wait **** business days. After the first month we began calling smart start to seek resolution. After many calls and hours on hold we were told several times we would be contacted within a few business days. We have never been contacted. I called again today and told the representative the situation again and was told "I need to be patient, they have other clients". They are blatantly ignoring our request and now just being rude to us. After 3 months we have still not been contacted or reimbursed any of the $350 we were assured before we towed the car. Seeking our reimbursement. I know they don't care about service but this is actual theft by deception.

  

  Business Response

  Date: 07/05/2023

  Hello, the amount requested will be credited to ********************** Smart Start account. You will see this credit the next time you come in for service. 

• Initial Complaint

  Date:07/05/2023

  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.

  Upon completing my probation I returned my smart start device and was given a number to call in order to receive my deposit refund.**********. It says to please leave a message and someone will contact me. It has been over a week and I have not been contacted. I am just looking for my $300deposit back and nothing else. Thank you

  

  Business Response

  Date: 07/05/2023

  Hello, I have processed the refund with our **********************

  Customer Answer

  Date: 07/06/2023

  Complaint: 20268892
  
  I am rejecting this response because: 

  what does that mean? How will I receive my refund and how long will it take
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 07/07/2023

  I have been notified by our accounting department that the customer has been contacted and an *** from has been emailed to her. As soon as the *** form is returned to Smart Start the refund will be processed by the bank.

• Initial Complaint

  Date:06/15/2023

  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 control of my vehicle and my vehicle is needed for my livelihood to travel to work and more importantly to doctor's ************ and to get medication and other responsibilities. They have a website that is not trustworthy and it has charged me inaccurately before and MasterCard refunded my money because their investigators found that the charges were erroneous. I used to design websites so I know that theirs is lacking. Then I was locked out of my car because their website once again wouldn't allow me to make my payment for the payment plan agreed upon and you can clearly read the history of my payments and they've been kept up to date. I've been locked out of my car for almost 2 weeks now and they are declaring things that are completely inaccurate and in the interim I am suffering not having transportation and I have very major medical issues and I'm having to find other means of transportation if I can but I've already missed multiple doctor's ************ and I can't get to my pharmacy to get medication for terminal illness. I have called and spoken with them and they did not that any of this has happened but it's all traceable and trackable and documented. They are sketchy and they are shady and they manipulate people because of the leverage they have given the fact that they are in concert with the laws involved. They capitalize upon this to gain more money. I'm not one to make these kind of complaints but this company and any company like it should be shut down for exploiting the already sufferable consequences of the individuals they claim to service.Kindly, *******************

  

  Business Response

  Date: 06/27/2023

  Hello,

  Mr. **********;made a payment towards past due fees on 03/14/23 in the amount of $516.87. ************** then disputed a portion of this payment with his bank $471.79. The disputed charge $471.79 was added back to his account along with a $30.00 charge due to his dispute. His account wrote off on 08/31/22 and all past due fees generated which is why he had such a large balance. Currently ************** shows a balance due of $546.87, he will need to contact our accounting department at ************** to make payment arrangements.

   

  
  
  
  

  Customer Answer

  Date: 07/31/2023

  Complaint: 20187859
  
  I am rejecting this response because: I have already filed an official complaint with the better Business bureau and given a review on Yelp in the hopes that it might turn some heads. Things have changed now. I attempted to make a payment to continue to drive my vehicle based on my set payment plan and was refused that right via their website and their poor poor customer service. So with this happening I was locked out of my vehicle due to non-payment even though I readily attempted to make payment. It was very simple process. Here's where it gets interesting, beyond the fact that it's keeping me from my doctor's ************ and getting my medication which puts my health in jeopardy, my best friend passed away yesterday and I did not have a vehicle to go and make sure that he was okay. To possibly save his life. Because Smart start, the highly highly sketchy company wouldn't allow me to make a payment to utilize my automobile. I'm in financial dire straits right now, and have they just worked with me and not walk me out of my customer portal, I could have been there for my friend. So this is beyond my health even though that was a big factor, they could have done the right thing and prevented this from happening. There are not Shakespearean words that can describe the abhorrent nature of their business practice. And I'm taking this higher and higher and higher and I implore all of whom utilize their service to transfer to another company. They don't deserve your money and they don't deserve your patronage. I am beyond livid with the underhanded and unbelievably crass way that they treat their clients. I begged to have my car unlocked and had payment at the ready, but they weren't having it. Are you happy Smart start? Are you happy with blood on your hands? You're not just unethical, you're evil. This is just the beginning of my rant
  
  Regards,
  
  *******************

  

  Business Response

  Date: 08/03/2023

  Smart Start has made a good faith effort to resolve this complaint with **************. He will need to contact Smart Starts Credit and ********************** at ************** if he has further questions regarding his payment arrangements, or to make a payment. 

• Initial Complaint

  Date:06/13/2023

  Type:Customer Service 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.

  This complaint mainly involves a "Customer NO Service" complaint, and repeated attempts to talk or discuss my needs, let alone resolve any issues, has left me completely frustrated, to say the least.Repeated attempts to contact this company, at any given phone number is but in vain, except for an automated system, which in no way gives the consumer any options to actually speak with anyone!I have left my name & number, to be called back within a reasonable amount of time, well, that time came and went. The one person I have spoken with, when I asked for her Supervisor, I was told he doesn't have a phone, nor could she put me in contact with him. So, any attempts to resolve ongoing issues with Smart Start are going unresolved due not being able to speak with someone who actually knows what they are talking about! With this particular unit in my vehicle, I wish I never made the decision to use SMART START as it has become a rather aggervating experience for me, simply due to the facts of what I have already outlined. In speaking with the company that services their equipment, they are just as frustrated in attempting to deal with this company. I am asking that the BBB try for themselfs to contact this company for any kind of results, and or answers to your questions....Even their mobile App, and my online account with ********************** doesn't even show that I have the unit in my care! I ************....Thank you in advance....

  

  Business Response

  Date: 06/13/2023

  Hello, I can be reached at ************************************  I would be happy to be of assistance.  ***

   

  Customer Answer

  Date: 06/14/2023

  Complaint: 20177504
  
  I am rejecting this response because:  The email address given is invalid and was returned to me twice when I wrote ***
  
  Regards,
  
  *************************

  

  Business Response

  Date: 06/14/2023

  Hello, I just sent an email to ****************. It looks like he entered an incorrect email - used a L insteard of an I for the third character: 

  Address not found
  Your message wasn't delivered to ************************************ because the address couldn't be found, or is unable to receive mail.

  I can also be contacted by text message at ************

  Customer Answer

  Date: 06/18/2023

  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:06/06/2023

  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.

  DATES OCCURRED: March 17, 2023; April 18, 2023; April 27, 2023; May 3, 2023; May 8, 2023; and May 27,2023.AMOUNT PAID FOR "LOCKOUTS": Total ****** not including maintenace and installation.Smart Start claimed to provided me with a interlock system that will lock out if failed the breathalizer, The garage did not explaim that I had to hummm while blowing which made me lock out the first time in March. On April 18 they claim I started the car without blowing and I "tampered" with the device which is impossiable to start the car without blowing. My car is a push start car and the last time after turning the car off and going into the store I had come back out to device locked. The garage that installed the equipment told me to make an incednet report and they will reemeruse me I did that along with hour 45 transfers , 35 disconnects and 28 hours on hold trying to resolve this matter. Every person I talk to can not help me and transfer me into a que not even make sure I get to the next rep. So I have had to repeat this to many. I have asked to speak to a supervisor every time and get disconnected. A rep told me they were going To do a coutiey and waive the fee from the garage and never noted nor did that having me on hold more hours. I have waited 8 hours for a call back from this company when promised 90 minutes or less. I need my vehicle to get back and forth to work and support my family. The devices in which i can actually start are few due to my lung capacity after having a liver transplant. I have had to put bills off because they will permitaly lock my car if I don't pay and to have it towed would be much more. please in 6 weeks i have paid ****** plus ****** in monthly lockout fees. This company will not help I am looking for another company to go with but I don't even have the installation to do so right now with these extra cost.

  

  Business Response

  Date: 06/06/2023

  I have reviewed **************** account and data logs. The ignition interlock system was installed on March 13, 2023 as required by the *********************. The ignition interlock device is required by state program rules and regulations to log positive alcohol tests and/or skipped tests which will cause the device to enter lockout mode. The data logs show that the device is working properly in accordance with the state program requirements.  The notes in the account also show that the incident reports had been responded to and that further instruction was made available. Any logged violations are transmitted to the state authorities who determine if a program violation occurred and if a further sanction is warranted, this is not determined by Smart Start. Regarding the difficutly blowing into the device, as stated the device is tested by the state and is configured per state regulations. If a breathing issue is present, you should contact the state to determine if the required breath volumn can be reduced, this must be approved by the monitoring authority. Based on the data logs the request for reimbursement / credit for the violation fees is/was denied due to the unit working properly.

  Customer Answer

  Date: 06/06/2023

  Complaint: 20147430
  
  I am rejecting this response because: on One of the incident report it states I tampered with the device and ************************ it without blowing. I asked the tech at the garage Capre auto works ********** if this is possible and it is not possible to start the car without blowing and the device e was not tamper with
  
  Regards,
  
  *****************

• Initial Complaint

  Date:06/02/2023

  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 a smart start in vehicle, Ive been charged 75 dollars twice and 50 something once for violations! One was yesterday eating lunch for out of truck and smart start said pass, got back in truck minute later to start again still said pass as you have like two minutes or so for restart! Wouldnt start even though it said pass. Tried pushing my ignition in a few times still didnt. Start but still said pass. Next thing it came up with violation, tried calling them and you get looped around through automated deal and never can talk to someone! Will have to pay 75 bucks today! Couple months ago truck was dead left lights on. Went to jump start it and tried a few times pressing starter in midst of jumping and violating came up. Paid 75 bucks. Files an incident report havent heard back from them its been two months! About 5 months ago working in ****** and never miss a road test stopped at store so worker could go inside! I sat in truck with it running no beep to test, look down and violation! Has to stop my jobsite to drive 15 hours back to ********* to get it read and pay fine! Defective unit! Like I said they scam you with violations! File incident reports no response! That ****** deal cost me around 800 bucks gas wise and a lot more body wise as drive back to ********* and serviced it and turned around and drove back to ******. **************** is nonexistent its all a scam! Like I said you can never talk to anyone! Theyll say its 90 min hold time to speak to someone every time you call! Who had 90 mins to wait on phone. Or give you option for them to call back which is a silent call as your phone doesnt ring. I just want my money back for those violations! Next step is to take them to court! Worthless company that charges people and for bogus violations! I dont drink and havent in 4 years since getting dui so none of those 3 violations were alcohol related!

  

  Business Response

  Date: 06/06/2023

  Hello, ************************ account shows two lockout fees being assessed, one on August 10, 2022; and the other on June 2, 2023. The recent lockout charge was credited back to his account leaving a $0 balance. This lockout was due to a skipped test being logged during a timeframe in which there were numerous ignition on/off logged indicating that there may be a loose connection. ******************** should ask the Technician to inspect the connections the next time he is in for service. If there are any further issues, please have the vehicle serviced immediately and contact me directly at ************************************ 

• Initial Complaint

  Date:05/30/2023

  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.

  5/1/23 through 5/28/23 I have calibrated the device twice which cost me $70 each.I have consistent problems with the device. There are many codes that show up for no reason. Tamper/abort, violation, warn, will not turn on, just blank screen, all of these do not let me start my car. I have 3 children and a job that I could lose if I continue being late. I have done my part and had it calibrated twice. This also affects my probation rules. I have not had a drink in months. The frustration of this is unacceptable. I cannot get any support from smart start. They tell me all I can do is take it to a service center. Which again, costs $70 and I've done it twice. I need a resolution and an explanation of all these issues. I should add that the device I have had clearly been used in the past. I was supposed to get a brand new one, or at least that's what they told me. Need resolution ASAP

  

  Business Response

  Date: 06/02/2023

  The ignition interlock device is an alcohol specific unit that requires breath alcohol tests prior to being able to start a vehicle and during the operation of the vehicle. The program rules and regulations are established by the state, and require that any positive tests for alcohol and/or skipped tests are logged and transmitted to state authorities. The state determines if the data constitute a program violation, and if so, impose the sanction on the driver's license status. The data log shows that the ignition interlock was functioning properly. Any dispute of the data or sanction must be dealt with by contacting the state monitoring authorites, not Smart Start.

• Initial Complaint

  Date:05/25/2023

  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.

  So first off I set up an appointment close to my house and they canceled my installation appointment two days later and said I would have to reschedule. After this I even got a confirmation email about my appointment so I had to call for clarification and to reschedule. It was 5 days before I could get another appointment 35 miles from my house. I get there and the $90 installation fee I was quoted was $189 with tax from their contractor at a car stereo installation place. The man told me everyone is surprised about that. The kid who had no social skills and was somewhere on the autism spectrum said my credit card that I just paid the installation fee with would not swipe and I had to give him a new card. I gave him my debit card then so I could spare myself from arguing with him while he was wearing ear buds and mumbling. When I first used the device I was unable to blow long enough because he did not give me the State required training on the system. He was annoyed and reluctantly turned the volume down. I suffer from low lung volume and struggle to pass my respirator tests with my job. I was finally able to get it to work after 3 tries and I was told well since you did it that is the best they will let me do. I struggled the next 5 times with it getting it to work. I actually had to watch videos after I got home on techniques to make it work. So I was not trained that if it is asking for a blow in the 15 minute window and you park the truck and shut it off you still need to blow even though you have to blow to start it next time. I came out of work tonight and there was a message on it saying there was a violation and I had 93 hours to take it back in to get it recalibration. I called and told them that the timer didn't turn off this morning when I parked my truck and they told me about the violation and said I would have to take it in and pay a $75`fee. I argued since this is the first I was told about this and was told I would have to fill out a form to get reimbursed. This is awful business practices and my experience with them was awful to say the least.

  

  Business Response

  Date: 05/25/2023

  Hello, I apologize for the scheduling confusion. Regarding the cost of the installation, our contractors charge customers directly for the installation cost, however, this information should have been provided at the time the appointment was scheduled so that our customers know what to expect. Please send me a copy of a reciept showing what was billed by the contractor and what was paid so that I can research this matter. The notes in the account indicate that a breath volume reduction has been programmed so this should resolve the problem blowing into the ignition interlock device. If you are still experiencing problems let me know so that I can have a local manager provide assistance. Your account does not show a vioaltion charge, this would not show until the vehicle is brought in for service. When you are able to bring the vehicle in, if you are charged the lockout fee tell the Techncian to leave the charge on your account (they cannot delete it) and let me know so that I can also look at the data log. I can be reached at ************************************ or ************. 

• Initial Complaint

  Date:05/19/2023

  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.

  Hi, I was charged an additional $80 and I was a refund it back yet and no ones reaching out to me. I was charging additional $80 and I wasnt reimburse my towing for the company.

  

  Business Response

  Date: 05/22/2023

  Hello, according to the notes in the account, there was no charge for the tow. The notes state: "I received your incident report and reviewed your account. After reviewing your incident report and the device data, I would have entered a credit on your Smart Start account for the cost of this tow.  But the receipt from AAA states Service Fee: NO and they explained in the above letter, that indicates that you were not charged for the service, but it would have been 90$ if you were charged.