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

  4290 Cameron St Ste 5 Las Vegas, NV 89103-3768

• 

  Smart Start Ignition Interlock

  263 Patrick St Lewisburg, WV 24901

• 

  Smart Start Ignition Interlock

  522 33rd St Parkersburg, WV 26101-1628

• 

  Smart Start Ignition Interlock

  530 New Creek Hwy Keyser, WV 26726-9524

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:05/15/2023

  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.

  smart start device shuts the car off while driving down the road huge safety issue and now I'm sitting on the side of the road car will not start because the handheld device has no power. I call the worthless **** number they told me nothing they can do so we sit on the road .

  

  Business Response

  Date: 05/22/2023

  Hello, according to the notes in the account it appears that the ignition interlock device has been serviced and fees were waived. Please let me know if I can be of any further assistance. I can be contacted at ************************************

• Initial Complaint

  Date:05/15/2023

  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.

  On 03/25/2023, smart start, an ignition interlock company, made me pay them $40. They call it enrollment fee for their services. The business then directed me to to a shop where I was to have a device installed on my vehicle. They had given me a rough figure of how much it would cost me for the installation, which was not more than $130. This was not to be the case, as the shop asked for almost $400. I decided that I didn't need their business anymore and asked to be refunded my $40. It took almost a month of trying to reach them via phone and text and either being put on voice machine or spoken to rudely by the staff, before I got to speak to someone who pretended to care about my case. This someone directed me to a form on their site that I was to fill out, which I did and received a confirmation email. That was on 04/25/2023. Since then, it's been back to the same rude and unprofessional treatment. Last time I spoke to someone was on 2 days ago ie 05/11/2023, when I was told that it's gonna take 3 to 4 weeks before they give me back my money. This i was told by someone who said that they were told to tell me so. You can see how unserious they are, when it's time for them to pay up what they owe. I honestly think that they owe me more than the $40, for what they are putting me through.

  

  Business Response

  Date: 05/22/2023

  Hello, according to the notes in ****************** account a refund check was mailed on May 11, 2023 to the address on file. Please let me know if this check has not been recieved. I can be reached at ************************************

• Initial Complaint

  Date:05/05/2023

  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.

  On 5/5/23 at approximately 10:35 am. I took my vehicle to cars now to have a interlock device calibrated as required per agreement. Prior to my required service date I have been in communication with then about their device and have got nothing except being told they can't help me and call the installation facility. I feel Smart Smart is taking advantage of the consumer with hidden cost and fees that are not disclosed upfront. I'm not a rich individual and don't need the added stress of wondering if I'll be able to afford a service I'm forced to use. Additionally I've reached the point of becoming dizzy and feeling as if I'm going to pass out while operating my vehicle due to blowing into what I believe to be their faulty equipment. I did not get a receipt for today's transaction yet but Smart should be able to provide that information.

  

  Business Response

  Date: 05/09/2023

  Hello, I reviewed ******************** account and data. **************** has been charged a violation lockout fee of $75 on four occassions and was issued a credit for two of these. After reviewing the data I have entered two additional credits so that all lockout charges have been credited. If **************** has any additional unit issues he should request the Technician swap out the unit, and if needed, have the breath volume reduced. With the credit I am entering his account shows a current credit of $150.00 which can be used for future services. If I can be of any further assistance please contact me at ************************************

  Customer Answer

  Date: 05/18/2023

  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:05/05/2023

  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 am so disappointed with the customer service with this company. I have called multiple times to file a complaint that my device is faulty and even the service station finally admitted that the device is faulty and I need to contact smart start and yet every time I do you I have to do the email because nobody wants to listen over the phone and no complaints how are ever recorded. I have spent I dont know how much money on car parts such as an alternator in a battery because of this device. I keep having to pay lockout fees because again nobody will listen that the device is faulty. I should not have to blow into something every 30 seconds because the device wants to mess up my battery. Again, the service station said it was messed up it needed to be replaced at this point but now I have to pay another lockout fee that is now instead of $52 it $85. Im also owed around $33 on my account & have the *************** but CS does not want to acknowledge this once given to them.

  

  Business Response

  Date: 05/05/2023

  Hello, I reviewed the data and photographs surrounding the timeframe of the violation. The violation lockout was due to multiple consecutive skipped tests. The photographs show that the vehicle was left running and unattended with the exception of a dog that is visible in the photos. The state program rules and regulations require that retests be taken while the vehicle is running. Since the lockout was due to user error rather than a unit malfunction the request for refund of the lockout fee was denied. 

• Initial Complaint

  Date:05/05/2023

  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 this smart start device installed. It passed me, failed me twice, and passed me twice all without having exited my vehicle. I have thoroughly read and followed instructions in the paperwork received and the video watched during installation, NO contaminants were made no eating smoking sanitizer etc. My monitoring authority (****** state police) immediately contacted me and explained they could see it was an error. I did everything right I don't even drink my DUI was unrelated to alcohol but my state required I install this device to drive (I won't be driving anymore other than to appointments since this device can cause legal and financial repercussions saying someone who doesn't even consume alcohol is drinking and driving and then sober all without having exited the vehicle). I was a week away from having this removed when this fake fail happened. Idk how a class action lawsuit starts but I'm guessing it's after multiple complaints like mine and innocent people suffering consequences of a machine that's not accurate at doing what it's supposed to be doing. Why when even my monitoring authority (the police) admit it was an error and I could be drunk and then sober the next minute, does the company continue to blame "user error" when ALL the instructions provided in their video and paperwork were filed yet it still made a mistake? Their policy clearly states "device errors will be refunded" yet here we are with not only a fine for the machine making up a fail, but also minimum 3 more months (probably more), so 375$ MINIMUM before I can file to have it removed again. This is a scam and fraudulent company if your devices aren't accurate or medical conditions like GERD which I have can cause fails this should also be included or the device should not be required if it's possible to fail with a health condition like that which based on my research is possible even when following all the rules. I want this fixed, I won't stop trying.

  

  Business Response

  Date: 05/09/2023

  A Smart Start representative, *************************, has reached out to **************** and is working to resolve this complaint. If I can be of any assistance please contact me at ************************************

• Initial Complaint

  Date:05/04/2023

  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.

  Made call today to book an appointment (May 04, 2023) at 12:03 pm. Two days ago, around 10:30 PM had to go somewhere (100 - sober - can be medically challenged for blood work if needed). I blow and then it got failed, maybe because earlier has shower and brush my teeth. Device analise as failed, locked me for 5 minutes. Tried after 5 minutes and device analise as passed. Next morning, when i was about to start my car for work, notice device shows me vio-lock. THIS IS THE SECOND TIME IT HAPPENED, wondering how many other people has similar problems. When i was explaining the call taker, she simply said well SIR FAIL IS VIOLATION AND CAN NOT BE REFUNDED, YOU HAVE THE DEVICE FOR REASON "' since when did the customer service decide to judge their clients instead of understanding their concerns and help. Clearly i have been judged as an alcoholic just because i had blower in my car without knowingly what lead to this. This has mentally affect my character to myself

  

  Business Response

  Date: 05/05/2023

  Smart Start of ****** is a different business than Smart Start LLC. I forwarded this complaint to the ******** business.

  Customer Answer

  Date: 05/10/2023

  Complaint: 20020084
  
  I am rejecting this response. Received call back from Smart Start & refund offer was accepted. Logs for my device were  emailed upon request, But nothing was discussed about the employee who answered my call. My reason for this complaint is not about the refund, if smart start wishes to revoke my refund, have no worries about it. People who judge their customers shouldnt be in customer service. 
  
  Regards,
  *****************************

• Initial Complaint

  Date:04/26/2023

  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.

  Please help me I have ignition interlock device installed in my car by smart start I been told by their employee I have time to bring my vehicle for calibration from 1/06/23 to 1/16/23 so on a 1/12/23 in a morning I was trying to go for calibration but my car was locked out so I call customer service and they told me they don't know why i been lockout and give me phone number for mobile service (you can verify my phone call I'm sure)OK so I'm calling that number and they telling me that I'm stupid because they in ******* OK then I hiring tow truck to tow my car for calibration paying $300 for towing plus lockout fee and when I got there again there employee telling me it's going to be OK you need to call our customer service and they will refine money to your account for future service. I emailed and all I got is nothing I been asking for my incident report many times and I never got one so please make investigation and I don't think I did anything wrong I did what I been told and please I asking again I need copy of that incident I lost $450 and now on top of it I have to do one more month and another $130 I have not drink since my dui in 2011 and I need 4 months ignition interlock and it's been over 8 months they been telling me that I doing something wrong and I need start over my 4 months requirement I. Ask many times for copy of my incidents reports not even one I received I have saved all emails to prove it its been nightmare I filled complaint ones before and nothing happened so please help me I don't know what to do that look like money laundering. Thank you.

  

  Business Response

  Date: 04/26/2023

  Hello, I have entered a credit on the Smart Start account for the cost of the tow ($381.50) and the Service Lockout Fee with tax ($81.75), for a total of $381.50. The account shows that there was a scheduled appointment for 1-11-2023, however the vehicle was not brought in for service (via tow) until 1-17-2023. The reimbursement is due to the possible miscommunication as to the service lockout date. Regarding the extention of the interlock program that is a determination by state authorities, not Smart Start, therefore any inquiry would need to be filed with the state monitoring authority.

  Customer Answer

  Date: 04/29/2023

  Complaint: 19983358
  
  I am rejecting this response because:
  
  Regards,
  
  ******y Aleshkin

  I just received email from you admitting that you don't know why it's lock me out here's email

  Dear Smart Start Client,
  
  
  
  Thank you for your patience. After reviewing your account further, your ******************** device is programmed to perform a 5-day grace ******* it is odd that the grace ****** on your reporting is 1 day. However, if you were to have a grace ****** of 5 days you would still be in lockout status due to you servicing 5 days after the given grace ******. The extension previously made is valid and accurate. Your end date is 5/17/23.

  Yes, but again I tried to bring it on a 1/12/23 it's been already on lockout that's why I brought it on 1/17/23 I was on a phone with customer service and with mobile service and at an end I have to pay for towing if it's won't lock me out on a 1/12/23 then I would be on 1/12/23 that the point because your equipment not function properly and dint let me be there on 1/12/23 now you making excuses. And how is that helping me having credited my account when I done with my program at the end you still keep my money I need credited to my bank account. Thank you 

  

  Business Response

  Date: 05/02/2023

  The lockout was due to your not bringing the vehicle in as scheduled on 1-11-2023 and exceeding the grace ******* The vehicle was not brought in for service (via tow) until 1-17-2023 which is beyond the 5 day grace ****** allowance.

  Customer Answer

  Date: 05/06/2023

  Complaint: 19983358
  
  I am rejecting this response because:
  
  Regards,
  
  ******************************* the reason why I brought on the 17th because you locked me out on the 12

• Initial Complaint

  Date:04/18/2023

  Type:Customer Service 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.

  Well iv had smart in my vehicle for 7 months and the customer service has been horrible, it's almost impossible to get in touch with a person . Now my device is ready to be removed, I contacted smart start on April 5th **** to start the removal process, I haven't received a call or even a email , I went to the shop to have it removed since I received the form on 4/15 to do so from motor vehicle department and since smart start hasn't started the process the shop wasn't able to remove the device so now I feel stuck with the eye sore of a device and not to mention I'm still getting charged

  

  Business Response

  Date: 04/19/2023

  Hello, the notes in the account show that on April 18, ******************************************** ************************ account and that a removal was done the same day.

• Initial Complaint

  Date:04/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 1st, ********** of ***** Vehicles sent me a letter indicating that I was out of compliance with my ignition interlock requirement. I then went ahead to call SmartStart and they reported that it was a technical issue on their end and that they would be sending the department of motor vehicles a letter to reinstate my drivers license that was suspended at that point, since Dads initial conversation two months have now gone by and they have not been able to resolve my issue. On April 7 they sent DMB that letter that was needed and instead of backdating it till February. They have now impacted my case and the *** has extended the ignition with fireman until July , I have stayed compliant with having the ignition interlock installed in my automobile all these months and have been paying smart starts the monthly fee to stay in compliance with the MB their mistake has cost me a suspension of my driver license for two months in which I was unable to drive, which cost a burden on my family. I now have an additional fee to pay to *** at $55 , when speaking to the representatives of SmartStart, they see the mistake on their end and promise to backdate it to the correct date, but they still did not fix that mistake. I have attached proof . Please feel free to call me if you have any further questions.

  

  Business Response

  Date: 04/19/2023

  Hello, I am unable to locate ************** in our system. Due to him having a common name I can not search by just his name. The email address and telephone number provided are also not found in our system. Please provide your Driver's License number and date of birth so that I can conduct another search. This can be emailed directly to me at ************************************

  Customer Answer

  Date: 04/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  Below is the information that is being requested.

  Full name -  ************************************;

  dob 7/3/1989

  DL # - F 2497341

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

  

  Business Response

  Date: 06/02/2023

  Hello, I am waiting on a response from the state monitoring authority on this issue. As soon as I hear from them I will let you know the status and what needs to be done to resolve this complaint. I can also be reached directly at ************************************

  Customer Answer

  Date: 06/14/2023

  Complaint: 19947990
  
  I am rejecting this response because: 

   

  Hope all is well,

   

  Unfortunately, I am still waiting on a resolution from smart start. It has been my experience that they make promises of looking into matters but do not follow through. I am still seeking for answers and hope to hear back from them soon. 

   

  Best,

  **************************************;

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

  

  Business Response

  Date: 06/16/2023

  Hello, Smart Start sent a letter to the ********** of ***** Vehicles dated June 6, 2023. The letter states that the ****921 for Attempt to Bypass dated 12/17/2022 was sent incorrectly. It was an error on our end, client was never out of compliance for this violation, please disregard along with the DL-920".   

  Customer Answer

  Date: 06/21/2023

  Complaint: 19947990
  
  I am rejecting this response because:I have received the response from SmartStart, which they have acknowledged that they made a mistake on my case. Because of this mistake, my case with the department of motor vehicles was extended 3 additional months in which I had to continue paying three additional months of monthly fees ( APRIL- JUNE) for the ignition to continue to be installed in my vehicle. This cost me a total of $204. I would like to be reimbursed by smart start. 
  
  
  Regards,
  
  *******************

  

  Business Response

  Date: 06/27/2023

  Hello, I have confirmed that the error was made by Smart Start, therefore, the request for reimbursement of $204.00 has been approved. I will have a check mailed to you at ***************************************************************. If this address is not correct please contact me at ************************************

  Customer Answer

  Date: 07/11/2023

  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.  I will take the check that they are offering. 
  
  Regards,
  
  *******************

  Customer Answer

  Date: 10/30/2023

  Complaint: 19947990
  
  I am rejecting this response because: 

  I am once again reaching out because I was promised a reimbursement back in June and it is now October and have yet to receive a reimbursement after filing complaint 19947990.

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

  

  Business Response

  Date: 10/30/2023

  Hello, I contacted our accounting department and was informed that the refund had not been processed as requested. Our accounting department has reached out and made arrangements for the refund to be processed as soon as possible.

• Initial Complaint

  Date:04/10/2023

  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.

  Why did it take more than 22 days for you, for your company? To give the *** in ******** my data? March 8th was my first calibration. I received a letter from the *** on march 31st Stating they did not get my data. I called you on that evening and asked and I was told it will be sent because it was not.It was not sent!!. The second time I called on april 3rd. it was sent right then apparently. I received a letter today on April 8th saying that I did not start my car enough amount of times which is 50 times a month in ********. The letter was sent out from *** on April 4th.! Which means that the data was not given to my monitoring Authority to the very next day literally that very day before my April calibration. So it took a whole month for you to give my monitoring Authority my data.With my calculations and my work schedule plus gas and groceries it was supposed to be over 50 times in that one month. From march 3rd to april 3rd. AND my monitoring Authority did not get the actual data sent to them until April 4th.One day before my next calibration which was April 5th. There is 7 Days missing off of marches calibration which is March 3rd to the 17th.I want to know why? Why did it take over 22 days for you to send my data just to not send the whole month and you only sent partial. I am going to fight and willing to take you and my monitoring authority to court. Send all of the whole month of data. Like you didn't until 22 days past my actual calibration. Call me back! I only have one more month. This is a conspiracy. This is not correct. I have paperwork and pay stubs proving that I work Monday through Friday full time. For a whole month that being said back and forth to work without any stops is 42 times in a whole month.I've started my vehicle. Not just 33 times.There is between 7 to 9 days missing from my data period that you did not give my monitoring authority from March 3rd to April 3rd. Even though my calibration was in March 8th to April 5th. What's going on?

  Customer Answer

  Date: 04/10/2023

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