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 Ignition Interlock

  410 Interpath Pkwy # 1 Elizabeth City, NC 27909-2738

• 

  Smart Start

  406 S Marine Blvd Ste 2 Jacksonville, NC 28540-3671

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  Smart Start Ignition Interlock

  8935 Gateway Blvd S Ste B1-B2 El Paso, TX 79904-1200

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  Smart Start Ignition Interlock

  5940 E County Line Rd Littleton, CO 80126-3918

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:04/05/2023

  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.

  Day one: The system was put in my vehicle. I was having issues with the machine accepting my tests, I was told "you just need to get used to taking the tests". ****, drove about 25 miles home from the shop and the machine would work. I called and went through trouble shooting, ended up having to get towed because a faulty system was put in. The technician said "Yup, welcome to smart start". My first calibration appointment, went to the facility and the tech told me no pictures were recorded so I needed to come back later and drop my car off. Ended up a faulty camera was put in. Months later the machine was not connecting to the main server, I was told that there was an update down. This happened a week after calibration, so I went back again to have it updated and was told it was complete. Well.. it was not, so back to the shop for the THIRD time. Months later, my vehicle wouldn't start due to "something clogged in the machine". Went through trouble shooting with multiple reps.. ******* worked so I had to Uber to the shop pick up a new head, back to my home and get an unlock code(the rep on the phone was struggling to figure out how to unlock my device he even said "i'm sorry i'm half dum", then drive back to the shop to get recalibrate. Come to find out nothing was stuck in the machine. Mind you, there has not been a single violation during my time on this program. This is the service and products I pay $169/month for. Total rip off and complete sham of a company.

  

  Business Response

  Date: 04/05/2023

  Hello, I have forwarded this complaint to our ********* franchise owner and asked that someone from his business operations respond to the complaint. 

  Customer Answer

  Date: 04/13/2023

  Complaint: 19899822
  
  I am rejecting this response because:
  I have not heard from the ********* office. Last I heard from them is on the final incident that my machine malfunctioned and I was told if youre dissatisfied with our service you can get it removed free of charge. As we both know I need this service to continue to have my license. Im dissatisfied since day one when they put a faulty system in my vehicle and I have followed all guidelines of the program without fail.
  Regards,
  
  *************************

  

  Business Response

  Date: 04/19/2023

  Hello, per our Franchise they believe they have provided "more than satisfactory service to the customer." I also reviewed the account and there are no charges other than the standard monthly fees. There is a note from March 27, 2023 that the franchise issued a credit to **************** account as reimbursement for an Uber that was used to swap a head unit. Based on the notes and communication with our franchise it appears that this issue has been fully addressed and resolved.

  Customer Answer

  Date: 04/19/2023

  Complaint: 19899822
  
  I am rejecting this response because:

  I never once said there was more than the monthly charge to my accounts. So, I'm not sure where you though that. For the numerous times your company has provided faulty systems/lack of customer service refunding my Uber does not suffice. I have lots numerous hours of work due to the fact your technicians and your customer service reps lack the knowledge to provide assistance/education to a client. 
  
  Regards,
  
  *************************

   

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had this device installed in my car in August 2021. Since then, I have bin dealing with billing and technical issues which are no fault of my own. Smart Start had incorrect customer information on file for me, locked out my car on incorrectly and has since set my device to the wrong dates repeatedly and reported false information to my probation officer. I need a written statement from Smart Start indicating that none of these issues are my fault and that I have always paid my account on time. As of now, my probation officer is under the impression that I am not following court orders because I am not paying my account or not getting my device calibrated correctly or on time. At my most recent appointment, my device was only able to be set to TWO DAYS after my calibration, leading me to now have to return to the shop and miss a previously scheduled appointment with my probation officer. This is beyond unacceptable and threatens my freedom in this case.

  

  Business Response

  Date: 04/07/2023

  Hello, I have been informed that **************** has communicated with our accounting department and that this issue has been resolved. If not, please contact me directly at ************************************

  Customer Answer

  Date: 04/19/2023

  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:03/27/2023

  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.

  Transaction date .....3/13/23 Amount...$142.00 My device I have installed in my vehicle is faulty. It will turn on and off while driving. When it turns back on while driving it gets stuck"initializing" mode. During that time it requires me to provide a breath sample. When I proceed to blow into the device it does not register that anything is happening. In which then it begins the 5-minute countdown before violation. On March 5th 2023 at 10:19 p.m. is when last month's violation happened. I called Smart start and spoke with a representative while this was happening to ask what I should do. She told me to unplug the device then plug it back in which did not help then she told me to disconnect my negative terminal battery plug it back up which did not help. And I told her to put a note in my file because of this reason. After I arrived at my house and turned my car off and back on I had a violation. I immediately blew to provide a passing test to show proof that there's no drinking involved. Which is documented from the Smart start employee while I was on the phone with her. 5 days ago I got another violation for the malfunctioning equipment.. today March 27th I am going to have to pay another $140 fine.. The same incident has happened several times in the past in which I emailed the company asking for a new device to be installed and for a reimbursement of funds. In which I was denied. This morning I am going to have to go and pay another violation fine for the same problem.THEYclaim to be a fair and responsible company to get people on the road and to keep people safe. Which this is not the case for me at the moment with my device it's very dangerous for me to have to deal with this driving down the road stressing about getting a violation and it not working properly and trying to film it to have proof of malfunctioning device. Below I'm going to provide video of device malfunctioning. Im requesting refund and new device installed.Contact If any more info need it

  

  Business Response

  Date: 03/28/2023

  Hello, I directed our local service manager to contact you to address this issue. I have been told that you are now in contact with the manager and this issue is in process of being addressed. If I can be of any assistance please reach out to me directly at ************************************

• Initial Complaint

  Date:03/21/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Smart Start for an IID device and told them that I needed to be on a certain date that I had taken off from work. Smart Start confirmed my appt. for March 23rd and charged me an enrollment fee. Smart Start, after taking the money from my account, called me back and told me that they couldn't keep the schedule they had confirmed for me. I told them that I could not reschedule that is why ********** date confirmed. I have found a company that was able to meet the required schedule and now Smart Start has told me they refuse to give my money back.

  

  Business Response

  Date: 03/21/2023

  Hello, I have instructed our accounting department to issue a refund of the $40 enrollment fee. Please contact me directly at ************************************ if you need any additional assistance.

  Customer Answer

  Date: 03/22/2023

  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:03/15/2023

  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.

  I tried calling smartstart at their 800 number to get my device removed, they route me to the local removal email ************************************* which in turn replied asking me to call the local service center to setup an appointment and informing me that I will be incurring additional fees. I have called the local centers number ************) and the number routes to the same 800 number. and no one is able to give me an appointment, no way to get in touch with the local center. it has been over a month now. I am incurring fees, and expenses by the day due to this. I am starting to doubt I was scammed by this business

  

  Business Response

  Date: 03/16/2023

  Hello, I requested our ********* franchise operations manager look into this situation. I was informed he was able to make contact with you and resolve the situation. Please let me know if I can be of any assistance. ************************************

  Customer Answer

  Date: 03/22/2023

  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:03/02/2023

  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.

  8/1/2021 This is a interlock company and in order to get your drivers license reinstated you have to go through a authorized interlock company. So through the *** theres paperwork that needs to be submitted in one of them being a Innerloc affidavit and a interlock installation form this way the *** knows that the device is installed in your vehicle and can start recording the time that youve had it in your vehicle, now I have a camera in my vehicle I had it installed in summer of 2021 and Ive been paying for it monthly with penalty fees and everything should be getting it out this summer the two years of having this device installed in my vehicle. And in late January of this year 2023I was in contact with the *** after having to pay $175 fee for lockout and re-calibration Asking them how much longer do I have this in my vehicle for? They told me that they had no record of the device ever being installed in my vehicle and that I would have to fill out and resubmit the paperwork and start completely over another two years of having this device in my vehicle, and pay this company for another two years , Im actually in a state of shock right now I cant even afford to get it unlocked right now because its $480 to unlock it. Now I cant get a hold of anybody thats higher up in the company to tell them what what do I do as far as money being spent over $2000 Ive paid them and about $2500 actually and all for basically nothing because the *** has no record of it being installed in my vehicle, what am I supposed to do being BBB? I need a loss for words and I need help. I dont know what to do.

  

  Business Response

  Date: 03/03/2023

  Hello, our ******** administrative office is attempting to contact **************************. It appears that the problem is that ************************** did not reinstate his Driver's License with the ***************** ******** of ***** Vehicle. He will need to contact the *** directly to resolve the license status.

  Customer Answer

  Date: 03/04/2023

  Complaint: 19525916
  
  I am rejecting this response because:the money, pain, suffering, hardship, distress, misery, and probably the most valuable thing would be my psychological and mental health has been just destroyed because of this company. What I mean by this is, its not as simple as just go reinstate my drivers license theres processes that need to be applied, and I had made as much of an effort to accomplish. This is I knew how to do because this is my first time, and I went with the advice and, as of the Smart Start employees and also the *** I was under the impression that they work together and that Ive was being monitored and recorded every time I started my car because theres a camera attached to the dashboard that records every time I take turn on the vehicle . So I really went into Smart Start after I had completed all of my court stuff I did my probation. I did my everything court costs jail time everything and I went back to the *** because I had my permit at the time and had set up a driving test and they told me I couldnt drive because I needed an interlock put in my vehicle so instead of arguing with the ***, I did give me a list of companies that they are accredited with and that they use. Smart Start being on the top of the list I thought gosh a business thats been open for running for 30 years must be just top-notch customer service thats not the case either I cant tell you how many times my truck wouldnt start in the morning it was locked out all the time. Meaning when that happens you have to get your vehicle over to a place and have them work on it so they re-calibrate. It is what they call it , well that cost about $80. 8580 $90 and then its $75 to unlock your vehicle. See youre looking at about 150 bucks each each time you have to do that not only do you have to forget whatever you had plans for for that day drop your plans work school church family doesnt matter. You have to go take care of your vehicle or else theyll charge you again its unbelievable what they get away with. Yes I was thinking theres probably out of the year and a half. Ive had this in my truck. I have to say the the interlock device itself has locked me out of being able to drive my vehicle at least a dozen times so thats 12 times at least so thats $75 apiece, equaling $900. Ill give you an example early November 2022 miles having battery issues with my vehicle and my device had gone off a couple times and locked me out now if you understand what I said earlier that means I have to take it into the shop pay for it to be recalibrated and then also pay for a lockout fee OK so I had to replace my battery and I knew that it was going to go off again I just knew it was going to do it so I could I do? I called Smart Start and talk to them about it and said hey listen guys I am Ive had two violations already on my vehicle. Its cost me $300 total within. Im talking within two weeks , this is gonna go off again. I have to exchange my battery and put a new one in and the guy goes oh well we cant. We cant do anything about that. If it goes off youre just gonna have to fill out a incident report. Well it did go off again, and I had to take it back for a third time and this was  right before Christmas and Im like you guys have got to be kidding me and no they werent they are they had their hands out greedy is it is convenient and then has no regard of my issue with my truck and trying to put a new battery, and if they dont care, they dont care . So I guess I kind of jumped a little bit to too far ahead, but I had this installed in 2021 August and filled out paperwork. I had to affidavit notarized. I had a I had pretty much everything I needed and I gave it to Smart Start , they say its OK here you know they installed it in my vehicle and said youre good to go well I put my trust in this company and I thought it was you know they have to be a legit theyre working for a government agency they work for the *** so anyways like you know like I said, I come to find out that in January of this year I had another lockout charge and I I kind of befriended the woman that Ive been taking my vehicle to, and I started talking to her and I said this is just ridiculous. I said, when do I get this thing out of my vehicle  and she said oh call my friend she works at the *** shell answer the phone so I did it on my way out from getting it calibrated and paying the $75 lockout fee for no reason really because I you know Ill get to that here in a minute but  ** called the *** and I give the woman all my information and she tells me that the Smart Start has not submitted a any paperwork regarding my installation of this device. I did get a phone call today from Smart Start and they told me that they didnt put in my drivers license number when they turned in the paperwork so the *** has not had any record of me having this device installed in my vehicle , so next week I have the pleasure of going back into the *** in says getting on the affidavit notarized, paying for a reinstatement fee and lucky me theyre going to make me pay for another two years of this device installed in my vehicle so for Smart Start to just say oh  all you have to do is just reinstate your license no thats not all I have to do. They failed to mention that they have a $580 back charge on my account which I have to pay upfront in order for them to lock unlock my vehicle, but that way I could can access it to be able to go to the *** to reinstate my drivers license , its an absolute nightmare this company every time Ive had an issue with them its almost impossible to get a hold of anybody you listen to a recording and you have to use your prompt to push buttons and lo and behold. If you freaked hit the wrong button you have to start all over , now it wasnt that long ago I was at work and my vehicle had gotten it locked out while I was at work so I tried calling Smart Start and granted this way I get off at about 2:30 in the afternoon because I go in really early so Im sitting I go out to my truck and I try to start it and its locked out wont start  well its its starting to rain lightly and its getting cold out supposed to snow that night. I called Smart Start and left him a message for them to call me back and I had an hour and a half went by and if they tell you not to call again because itll take too long so we in about an hour and a half and I tried calling again  and I talk to somebody and they put me on hold now if that point its snowing outside its starting to get dark out. My battery on my phone is about to die and I dont have any way to charge it lo and behold after I think it was about 545 or 6 oclock my phone finally died without ever getting a hold of any of those people I had to walk to a bus stop in the snow and catch a bus home in the snow  well that night my girlfriend it stays the night and she drives I talk to her about borrowing her vehicle in the morning and driving to work and then that all Ill figure my truck air vehicle issue when I get to work and get ready to leave for work the next day so I wake up in the morning and theres a foot of snow on the ground and theres no way Im driving my girlfriends vehicle its the low to the ground its fast  well I would be able to get there if I had my truck that has four-wheel-drive but I couldnt get there because my truck wouldnt its at work its already there but Im at home so instead of me driving my four-wheel-drive vehicle to work I didnt make it in that day  so you know its funny once I talk to Smart Start about all this and I will fill out an incident report I have filled out a number of those reports and never not once had a response or a refund.

  so I guess Ill live kind of end it with this guy. I have an appointment with the *** at the end of next week to get this all resolved. I talked to them today about it and they are not going to credit me for having the device installed in my vehicle because it goes against ******** laws I guess I dont know. So Smart Start they said as all I need to do is just reinstate my license right they failed and mention that they have a $580 back charge somehow on my account, and I have to pay that before theyll calibrate and unlock my vehicle , what Im confused about is in January when I went the end of January when I went to have it calibrated it I was caught up on payments then so how do I owe $580 now? I guess what I would like for Smart Start to do is waive the fee , let me calibrate my vehicle and let me get this stuff taken care of with the ***. I have no problem with blowing in. Is it device to use my vehicle except for the fact that it doesnt start in the morning then and Ive been late for working a lot, etc. etc. etc. , and its its really going to be hard to do this for another two years and its its really unfortunate and I had called it a number of times to try to see if they would somehow credit my account for the amounts that I have paid them for this last time, and Smart Start said no the *** said no  so Im out about $2500 with installation and unlock fees and calibrations for a year and a half. I have documentation of every single payment that Ive made this Smart Start and its over $2000 and then they want to charge me an additional 500 to unlock. My vehicle is ludicrous , please PayPal help me get this story out that that way people know that these this company is just has horrible customer service the people that I talk to at the credit portion of the facility are very short with you they start to argue with you raise the voices that you tell you that its thats the only way its gonna work and if you dont do it, then theres nothing they can do about it and I mean it is just horrific customer service  and shocking to me that a business like this could be open for 25 to 30 years 
  AnRegards,
  
  *******************************

  

  Business Response

  Date: 03/06/2023

  The ***************** ******** of ***** Vehicles is the licensing authority pursuant to ************** law. Mr. ************* Driver's License was revoked due to an arrest for Driving under the Influence of alcohol. It is the individuals responsibility to apply for licensure with the state, and when the driver's license is suspended the individual is required to comply with all *** rules and regulations, which includes applying for reinstatement. Smart Start is an ignition interlock vendor under contact with the state for the provision of ignition interlock equipment and service. We have no licensing authority, we install the equipment and notify the state of the installation. Unfortunately ************************** did not apply for reinstatement of his Driver's License with the **** therefore the *** does not recognize the time that ************************** was on the ignition interlock program. Regarding the charges / fees, ************************** is responsible for the monthly lease, any violation fees, and delinquent charges that have been assessed. Fees will continue to accrue for as long as he is in possession of the ignition interlock system. The notes in his account show that he has contacted our credit and collections department, and has made payment arrangements. 

  Customer Answer

  Date: 03/08/2023

  Complaint: 19525916
  
  I am rejecting this response because: may I please start by saying thank you to smart start and I appreciate the fact that you help so many Americans stay safe on the roads. Youve also been one of the providing reasons why I have quit drinking all together and havent had a drink in quite some time now actually going on two years. For that I do appreciate what you guys do! No, when it comes to regards of your terms and services as a lease agreement. What is a lease? A lease is a contract outlining the terms, under which one party agrees to rent an asset in this case property owned by another party. It guarantees the *** see me, also known as the delinquent, specified by Smart Start use of the property and guarantees you guys, Smart Start, regular payments specified in exchange for of holding the terms of the contract. Oh all right, Smart Start, lets get to it first of all yes you are correct the ***************** and and you guys are not blinded by any permits or licensing, but under the contract, it states and also states in your reply, that Smart Start has no licensing authority. We install the equipment and notify the state of the installation. Well, with all due respect the state was never notified of the installation. Therefore, the contract is void that being said my agreement with you guys was that you notify the state of the installation and provide them with my ID number or drivers permit number or drivers license number which you failed to do as well. I know this because administration of Smart Start office Corp. advisor in ******** told me, and yes, I did attempt to get my drivers license after my DUI and received my permit and then Covid hit. During that time I was not driving on probation for two years paid any restitution court, costs fines, UAs, drug and alcohol classes, and jail time. Moving forward I had scheduled an appointment with the *** to get my drivers test. Well youre unable to do that at the time because Covid hit and theres no offices even open so anything provided to the *** would either have been mailed or faxed. As a result, I had to contact a third-party driving test facility to provide me with the driving test to reinstate my drivers license. At this time I was completely off of paper did all of my classes paid all of my fines and was done with probation. When I went to the driving test place, they scanned my permit and a bunch of red flags popped up and told me I needed to schedule an appointment with the *** which I did. When I got there I asked them I dont understand why I cant get my drivers license and they advised me that I needed to has an interlock installed in my vehicle. (Theres that word again install, installation. Which Smart Start failed to notify *** of,,) I was told after my DUI by the *** that I could not drive for the two years under probation and not reinstate my drivers license, and I would be exempt from having to get the interlock installed in my vehicle. So when I was at the ***, I asked them why do I need this installed after completing everything else they told me that it was mandatory so instead of arguing with them, I sent a cashiers check to pay for my reinstatement cost filled out an interlock affidavit and got it notarized had installation of the interlock device in my vehicle with a camera, acquired insurance with SR 22. This was in August 2021. So I had given permission to Smart Start to provide me with the device, installation and camera and dashboard, that I needed for the *** to reinstate my drivers license. Our August is coming up in a few months, and on January of this year 2023, I had received a lockout on my vehicle after I had spoken to somebody at Smart Start and told them that I would be out of town for Christmas and would not be able to make my appointment time and to not lock out my vehicle and let me get it calibrated when I arrive back into town. well that didnt happen and I had to go pay for lockout fee and calibration. Quoted by Smart Start as delinquent charges. I dont think so. Anyways, I asked the woman its gotta be time for me to get close to be in time for me to get this out of my vehicle. She told me to call *** gave me a phone number of somebody who would answer which I did and talk to them. They advised me that they had absolutely no confirmation that the interlock system provided by Smart Start was ever even installed in my vehicle. That is when I have out, lost it emotionally and psychologically. I was advised that there was nothing they could do and that I would have to re-submit paperwork, re-pay for my reinstatement fee and have the device in my vehicle for an additional two years. Actually, I think thats when I almost lost it emotionally and psychologically. I couldnt believe it after all Ive been through with this company and the heartache and pain and misery and just out right horrible customer service that I would have to pay ********************** more money on top of what Ive already paid them for something they shouldve already done in the first place, which is provide *** that they installed it in the first place. I really and truly have stories I could tell you about this company that you would not believe , the place that I got my installation at was raided by swat team, police department for selling narcotics out of the SmartStart facility while providing delinquents of a product that they are leasing for a service of documentation that is being provided to the *** is not properly used correctly. Hence the reason I blow into a device and the camera takes video of me every single time I do so. So that the product that I am leasing documentation is being transferred to the *** so that I can get my drivers license back. So ********************** I have a question for you. Do you really think that I would have paid you thousands of dollars gone through being late to work missing appointments, tardy for events with family and friends, the heartache of paying fines and fees for delinquent charges on my account for reasons, other than even me even drinking for my own benefit or to provide you guys with money and funds for something thats not even being recorded to the ***. I dont think I would and somebody would be out right out of their mind if they wish to do that in the sack of me even thinking right now that I would have to go through another two years of paying you guys money is disheartening. Now, as far as it comes to me, reaching out to your credit and finance department for Payment arrangements is ********. So that being said, what are you guys willing to do for me at this point? Are you willing to take off these outrageous charges, pay me back the thousands of dollars I have unwillingly given to you for service that was not provided. (Notifying the *** that I had the equipment installed in my vehicle and providing them with my ID number.) or do I need to pay you for an additional two years and experience the misery of your customer service and lack of compassion and care for somebody that mightve made a mistake once.

  Regards,*************************;
  
  *******************************

  

  Business Response

  Date: 03/09/2023

  Hello, as previously stated: The ***************** ******** of ***** Vehicles is the licensing authority pursuant to ************** law. Mr. ************* Driver's License was revoked due to an arrest for Driving under the Influence of alcohol. It is the individuals responsibility to apply for licensure with the state, and when the driver's license is suspended the individual is required to comply with all *** rules and regulations, which includes applying for reinstatement. Smart Start is an ignition interlock vendor under contact with the state for the provision of ignition interlock equipment and service. We have no licensing authority, we install the equipment and notify the state of the installation. Unfortunately ************************** did not apply for reinstatement of his Driver's License with the **** therefore the *** does not recognize the time that ************************** was on the ignition interlock program. Regarding the charges / fees, ************************** is responsible for the monthly lease, any violation fees, and delinquent charges that have been assessed. Fees will continue to accrue for as long as he is in possession of the ignition interlock system. The notes in his account show that he has contacted our credit and collections department, and has made payment arrangements. 

  ************************** is responsible for all accrued charges and charges will continue to accrue until such time Smart Start removes the ignition interlock system, which can be done at his request. 

  Customer Answer

  Date: 03/15/2023

  Complaint: 19525916
  
  ******************************* is refusing this response because: as previously stated the ***************** division of motor vehicle is the licensing authority pursuant of ************** law. This means that any affiliated businesses or companies like Smart Start are under contract and or have agreement in writing with the licensing authority, the DMv. Also, as previously stated by Smart Start in their last response, we have no licensing authority. We install the equipment and notify the state of the installation. So the *** being the licensing authority and Smart Start being the affiliate, they are required to advise the *** that the device that *********************************** is leasing from Smart Start would be notified and documented that it was installed. So due to the fact, Smart Start failed to comply with the licensing authority by informing them the device was installed any charges fees or violations delinquent charges, and or miscellaneous amounts will no longer need to be paid by ************************** and Smart Start should assist him in getting the device taken out of his vehicle. Also, as previously stated, **** has been in contact with Smart Starts credit department also with their administration office corporate and ****** M ************************** has asked them if he could get on some sort of payment agreement and she has received emails notifying him that Smart Start is there to help and to have him succeed in getting through this program, but on contact with the collections and administration, ************************** cannot get a answer from either one other than he needs to pay the full amount in order to get his vehicle taken off of being locked out. Also, every time ************************** contacts administration administration tells him to contact collections to uplift the hold. Then ************************** caused collections and collections tells him that he needs to contact administration, so **** has gotten nowhere in the last three weeks on this matter. He is on short term disability and has informed both administration and collections of this matter is unable to the shortest of an ounce to get to a public transportation, in order to get to doctors appointments and pick up prescriptions. Currently ************************** is disabled, and Smart Start would not ***** him the lowest of charges in order to fulfill a payment agreement in order that he could get to his doctors appointments. As of this point, Ive been very nice to Smart Start and *** asked them to please help me with this matter. Im doing so a couple days ago I was talking to a collections woman about my issue in and how hard its been on me this last year and a half or so with this device in my vehicle in the pain and misery that its caused. Instead of listening or controlling near anything like that, she started laughing at me after I told her I was disabled, and I really needed to have my vehicle unlocked in order to get to my appointments. I couldnt believe it. Also the people there at the Smart Start they will hang up on you and be short with you argue with you because they only want one thing. Your money they dont care about anything else they dont care about your well-being or your safety. They care about their money. 
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:02/22/2023

  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.

  02/21/2023 I contacted SmartStart regarding a malfunction during operation of the vehicle during a rolling test. The device failed to recognize my sample delivery and continued to countdown. I tried providing a sample multiple times to no avail and the timer got to 00:01 Blow and froze with a continuous beeping. I called Smart Start at 5:37pm EST and told the representative what was going on. The rep state to wait till I got home and call back to troubleshoot. ( I found out later they have troubleshooting steps that would have actually helped) on my way home the device then switched to a lockout. I didnt understand why because it didnt take my rolling sample. So once I got home I was told by a different rep at 6:03pm EST that I would need to go to a service center and pay a fee to unlock the device. I informed the representative that I was unable to pay an additional fee because I only budgeted for my calibration next month and I recently got the device installed a week and a half ago. I was told that I must pay the fee regardless of device malfunctioning and I may get reimbursed, if they determine it was device malfunction. I was told that once the device is in lockout regardless of reason I must pay to unlock it. This is completely unacceptable. I would understand if the device detected alcohol but to have to make an appointment (which varies based on the service centers workload ) and then pay them , then I still have to pay for a calibration when it comes up. This all feels very predatory because its cost almost the same as the install fee to uninstall the device so you are by proxy forced to keep the device in unless you got an extra 300 bucks to throw away (depending on the car) this company is starting to feel very predatory and dishonest. It was not explained to me that even a lockout caused by a faulty device is still paid out of pocket of the user. I choose this company because I was told they were the best. But based on my experience ,it was a lie

  

  Business Response

  Date: 03/02/2023

  Hello, I am not able to locate your account in our system using your name, email, or telephone number.

• Initial Complaint

  Date:02/21/2023

  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.

  I had my unit serviced in January and asked about requesting the compliance report, telling him my required period would be up in about 2 weeks. He then asked me if I wanted to do 1 month or 2 service, not telling me I would have to come in again before I could get the report. So I wait 2 weeks and on 2/3 I call in to request the report, they ask when my end date was and I told them 1/23. I was told it takes 7 to 10 business days and I should not call back until then. So on 2/17 I call the *** to check if they had received the report and they said no. Today I called smartstart to ask about the report. I was told the *** did not accept my report because I had to take it back in after my end date to be serviced and they sent me an email on 2/6 stating that.So technician never told me I was wasting my money getting it serviced for 2 months when he knew I would have to bring it in. I was told the *** didn't accept the report but they never sent it (funny it takes up to 2 weeks to running the report and email it but they got an answer back not accepting it in 2 days), The email they said I was sent I never received and when I asked them to to resend the original email I was told they could not but it was in my notes, so I asked them to send me what was in my notes and was told I needed a court order to see what was in my notes. I am sure the is a law that states all emails have to be retained to 2 years (*********************** found that out the hard way). So I was jacked around by the service tech, told the *** didn't accept something that was never sent, and lied to by smartstart about sending me a email. To top it off when I asked to talk with a supervisor so I could file a complaint the woman on the line would not connect me to her, or wouldn't give me her number so I could call her. Since I have paid through the middle of March the least they could do is service the unit with no charge so I can get the report filed and stop lying to me.

  

  Business Response

  Date: 03/09/2023

  Hello, the following email was sent to ****************:

  ConversationsE-mailSystem NotificationsNotes
  ******************** 1, 2023 12:58 PM
  To: ************************
  Subject: Compliance Review #******, *********************************** 8/8/55
  Dear Smart Start Client,
  
  Your 180-day compliance has been submitted to the ** DOL on 2/22/23. However, it is your responsibility to verify that it has been accepted to your driving record.
  
  Verify your removal eligibility with DOL at ************ prior to removing the **** Driving a non-interlock equipped vehicle is not recommended.
  
  If you remove your device early, you may violate the terms of your ignition interlock requirement and/or lose your driving privileges and may need to reinstall the ignition interlock. Any fees paid will be non-refundable.
  
  A $45 administration closing fee will be due at the time of removal. This is fee is non-refundable and must be paid in full before the removal can take place.  This fee does not include any additional cost owed such as removal, labor cost, lockout fees, or any other balances owed.  
  
  We will remove the ignition interlock at any time, at your request and notify your monitoring authority of the removal.
  
  Best regards,
  
  Client Compliance (TM)
  
  

• Initial Complaint

  Date:02/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a brand new battery in my car. I had a battery, alternator, starter check - everything was perfect. But every couple of days after using the smart start interlock - and always passing, my car won't start. I get the clicking sound. I keep getting told that it's not the interlock - but that's the only thing left. Something is wrong. And I never had this problem without the interlock. I think I'm being told a bunch of nonsense. And there is no "sleep" mode on the smart start as there is on intoxilock. What am I supposed to do?

  

  Business Response

  Date: 02/20/2023

  Greetings, We have no record of any calls to our customer care support team concerning the issue you have described. Nor, does it appear that anyone at the Smart Start **************** has advised this is not an interlock related issue. We will approve a tow to the service center for them to inspect the issue as you have descibed. Pass, no start. Until the vehicle is brought to the service center there is no way for Smart Start to come to any conclusion. Credit for the amount of the tow will be provided if the issue is determined to be related to the Smart Start device or installation of the device. An incident report will need to be completed on by going to the Smart Start website and a receipt for the tow will need to be attached for credit to be applied.

• Initial Complaint

  Date:02/14/2023

  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 hit a deer which put my car in the shop for 2 months. Upon getting my vehicle back I took it directly to Smart Start to pay for December January and February as February was only a few days away. Smart Start charge me $95 per month (understand that) plus an $85 lockout fee and another $60 fee which was not explained by Smart Start or the guy at the shop working for Smart Start. No one will tell me why I had to pay fees when I was not in my car for two months while it was being worked on.

  

  Business Response

  Date: 02/14/2023

  Greetings, the rules and regulations of the ignition interlock program are established by the ********************** ******** of ***** Vehicles. The rules require that the ignition intelock be serviced within certain time parameters, and if not serviced as required the unit must enter "lockout mode."  The Territory Manager for Smart Start reviewed the notes in the account which state the note from the technician on 12/20/22 clearly explains that the client was advised by the technician of what fees will be charged if his unit goes beyond lockout date.  Also client was again advised of reason for fees when he brought it in on 1/24/23. And for a 3rd time on 2/13/23 with his father present for explanation. Since the lockout fees were not due to a unit malfunction Smart Start will not reimburse the lockout fees. The state also does not allow the refund any fees pursuant to the contract.