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

  3801 N 35th Ave Phoenix, AZ 85017-4412

• 

  Smart Start

  9950 W Van Buren St Avondale, AZ 85323

• 

  Smart Start Ignition Interlock

  263 Patrick St Lewisburg, WV 24901

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:02/06/2023

  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.

  Smart Starts device is installed in my vehicle. In December of 2022 their equipment was malfunctioning and causing wrongful violations. I had to go in the day before Christmas Eve to get a UA to prove that it was in fact their device. When I called to inform them of the issue I was informed that they couldn't do anything till i filled out an incident report. The incident report is to get the violations and fees from the violations removed. I went into one of their locations to get a lock out removed from the wrongful violations and at that time they had to replace my hand device because it was in fact faulty and not working properly. I refused to pay for fees that were not my fault and i also did what they asked and filled out an incident report on January 11th when I received my UA results showing I was negative for any alchohol consumption. I received an email that they would reply to me in 7 business days for resolution. It is now February 6th and they have never replied to my incident report. I have called their collections department to again try to resolve the issue and they are unwilling to do so. I budget for the calibration that I am required to pay monthly and nothing more. They are now threatening to lockout my car until full payment is made on the fees including the wrongful violation fees that I have reported. It's unfortunate that they are taking advantage of someone who has no choice but to pay because I rely on my vehicle and require an interlock service. Their error has cost me extra money, time and stress. I'd like them to resolve the billing issue and to reimburse me for the additional costs and for them to remove their device from my vehicle so I can go with a different company.

  

  Business Response

  Date: 02/17/2023

  Hello, an email was sent to **************** on February 6, 2023 as follows: I forwarded your incident report to my supervisor.  A credit has been authorized to be placed on your account for the lockout charge and the ** test in the total amount of 105.00.  You will see this credit at the next service of the device.

  The Smart Start account currently shows the $105.00 as a credit which will be used the next time the vehicle is brought in for service. 

  The ***************** allows customers to switch vendors at any time. If you wish to go with another company you will need to ask the Technician to do a removal. You may want to check with the *** prior so that you are aware of any time restrictions for having another device installed.

• Initial Complaint

  Date:02/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed with Smart Start be they were close to my home(45 min). They are open 1 day a week (Tuesday). Sense they have installed their device I have gone there for monthly service. 3 of the 7 times I'm gone they were closed or their internet was down. So I had to take another day off work to make a 2 and half hour drive (one way). Now without any notice they have closed their **************** All they can day is "you will have to make the 5 hour trip every month. They don't know when or IF they will be reopening the **************** IF they do it will be atleast 3 to 4 months. All I asked is for the company to help with the cost of missing a whole day's work and turning what was a 1 hour 15 minute drive to a 5 hour drive. If would be different if this was going to be for a week or even for a month. But their only answer is that it will be atleast 3 to 4 months. I have tried and tried to contact the company, but the only people I can get on the phone is the sells department. They have no customer service. I have to call and say I'm wanting to put a device in my car to get anyone to call me back. And then they send me back to the automated line. SEEMS like even the Techs at their ************ don't have a boss to report to. All they will give you is the number to the automated line.

  

  Business Response

  Date: 02/16/2023

  Hello, I have asked that our local ************ Manager reach out directly to ****************, and have been informed that he has done so. I was told that a temporary solution has been offered while we look for a long term solution to be found. If this situation has not been resolved please feel free to contact me at ************************************

• Initial Complaint

  Date:02/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: ongoing for a year Money charged: penalties of $105 over a period of months Nature of dispute: penalties were reversed by ************************* per his email assurances 2022. Credits are shown on my client portal of approximately $500. ******************, franchise owner(?) will not honor credits. Second dispute 2/1/23 device incorrectly detected alcohol after I ate a banana & an orange. It immediately registered a Violation resulting in charge of $75. Device did not first give me Warning so I could rinse my mouth & try again. Devices have malfunctioned many *********** documented each time with Incident Reports. When devices have malfunctioned in the past the device was switched out & incorrect fees for Missed Test were reversed. That didnt happen on 2/1/23 & I reported that device was not advancing past Initializing phase to Pass which allows car to start. It was also giving a readout Fuel Cell which Ive never had in the last 4 years of having SmartStart. All my disputes are on record via email or Incident Report. No resolution from either SmartStart corporate nor ****************** of ******** ** who service device monthly.

  

  Business Response

  Date: 02/06/2023

  Hello, I reviewed the data log as well as the incident report response that was emailed to you. The data does show two positive tests for alcohol, however, the levels are not consistent with consumption of alcohol and may be due to a unit malfunction. A credit in the amount of $81.00 will be issued to your Smart Start account. Regarding the prior credits, you account shows that all prior credits have been accounted for properly.

  Customer Answer

  Date: 02/13/2023

  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.
  However, I need to know exactly who at SmartStart you contacted & what department they are in  in the past when SmartStart has issued credit to my account it took 6 months to get it actually posted where ******************, their service center, could actually see it on my account. It took months of emails & hours spent on the phone & it didnt happen until ************************* at SmartStart was able to walk it through their bureaucracy. Ive enclosed a copy of my payment history via the SmartStart Client Portal.
  Regards, 

  
  *******************************

  Customer Answer

  Date: 03/29/2023

  I filed a complaint with the Better Business Bureau in Texas. The following email was returned to me as Undeliverable even though I corresponded with ************************* at SmartStart last year about a similar complaint. According to BBB SmartStart agreed to refund $81 to me in February but this has not been done. Ive submitted numerous Incident Reports & spoken to various people at SmartStart none of whom acknowledged the agreement with BBB. Please release to the BBB copies of the incident reports I have filed since September 2022. I cannot export them to BBB. 

  

  Business Response

  Date: 03/29/2023

  Hello, in reviewing the transaction history the credit was not applied. I have entered a credit of $81 on the Smart Start account which will be available for the next service appointment. A copy of the credit was emailed.

  Customer Answer

  Date: 03/31/2023

  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:02/01/2023

  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 almost at a year with this breathalyzer and it's been absolutely nothing but constant issues. Tells me I pass then I get calibrated and there's a fail. Finally the representative told me that the unit is disconnecting for some reason while I am blowing which isn't my fault, it is the equipment but he can't help me and there will be a charge. I can't get anyone on the phone through customer service which is extremely frustrating. I've ended up with a credit before but I'd prefer not to pay only to receive a credit. Now here I am again with a fail notice due to disconnecting and will be charged again. I blow and the device switches to "initializing" while I'm in the middle of it, or it turns off entirely then turns back on. This is not my issue and I should not have to pay for this. I have never failed a test, I've never missed a test.Not to mention the fact that when I went to calibrate the gentlemen working was asleep on the desk and I had to yell to wake him up to help **** see there are 140 complaints on this site and I'm considering reaching out to others to see if similar issues are experienced as this could potentially be cause for a class action lawsuit. It appears faulty devices are being used, not replaced and customers are being charged fees that are high and unreasonable, simply because they're at the mercy of the company to be able to legally drive.

  

  Business Response

  Date: 02/14/2023

  Greetings, the rules and regulations of the ignition interlock program are established by the state, not Smart Start. The state requires that if an interlock logs skipped tests, or failed alcohol tests, the unit must enter "lockout mode" which requires immediate service. Since this is an additional service the customer is charged for the service which includes downloading of the data, transmission of data to the state authorities, calibration of the unit, and a reset. The violations are due to skipped tests which are a violation of the program rules. The notes in **************** account state: "Client is going to dispute the lockout fee due to a battery issue." A battery issue is not related to a unit malfunction, therefore the request for a reimbursement of the lockout fee was denied as Smart Start will only issue a credit if the violation was due to a unit malfunction. There is also a note in the account as follows: "client did also mention was going to claim reimbursement for a tow but our equipment wasnt working due to the body shop diconnecting our equipment from the battery so they are the cause of that issue" and another note: "client had vehicle towed in because it was in lockout due to having body work done and missing his appt. device had no power previous install tech connected to main power to the battery. body shop disconnected battery and also disconnected our power wire. everything worked fine after reconnecting the power wire back on the battery. our equipment didnt work due to the body shop and nothing else." Since this is also not due to a unit malfunction the request for a reimbursement was denied.

  Customer Answer

  Date: 02/14/2023

  Complaint: 18965630
  
  I am rejecting this response because:
  None of the information is correct. *** never had a tow and *** never seemed reimbursement for a tow. Ive never failed. The business does not acknowledge nor respond to my original claim the the equipment which is owned by smart start is malfunctioning. The technician has even advised that it is disconnecting mid test. Ive since been given a new piece of equipment and it is no longer doing this although i find it odd that i get an abort tamper message now?????  I would like reimbursed for the disconnecting which resulted in fails. 
  Regards,
  
  *****************************

  

  Business Response

  Date: 02/14/2023

  Hello. I apologize for the earlier response as it was sent in error. I reviewed each of the lockouts that have occurred since last August. There are five lockouts, all of which were due to a Circumvention - Head Disconnect. The transaction summary shows that three of these have been reimbursed, I will reimburse the other two $75 charges for a total credit of $150.00. The account shows that the head unit was replaced on February 2, 2023, if you continue to experience problems please notify the Technician and have the head unit replaced again, and ask for the curly cord to be replaced. I have put this note in your account as well for the Technician. The credit will be applied to your Smart Start account which currently shows a balance due of $150, therefore when you come in for service the account will show a balance of $0.00. If you need any additional assistance please contact me at ************************************* Again I apologize for the incorrect response that you were sent.

• Initial Complaint

  Date:01/17/2023

  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.

  This company is hard to talk to. They REFUSE to discuss my fees as I left the program, such as lockout fees when the company KNEW my car was broken for over a month AND after my term had ended with them. They wouldn't help me out with lockout at home, so I could fix my car myself causing me to spend $1600 is fees at the repair shop that could have been avoided. Why did you charge a lockout fee when my car was broken, and I was DONE with your product? AND refuse to discuss it. Your reps hung up on me when I wanted to speak with a supervisor. I'm starting to look into other means of recovering my assets at this point.

  

  Business Response

  Date: 01/18/2023

  Hello, ******************** had an ignition interlock system installed in his vehicle as required by the *****************. The state establishes the program rules and regulations, which require that the vehicle be serviced on a regular basis. If the vehicle is not serviced within the required time frame the ignition interlock device must lock-out.On November 7, 2022, ******************** contacted Smart Start and stated that his vehicle was broken down, however, this does not negate the state requirement for service. The ***************** does not provide a grace ******* therefore the vehicle would need to be towed in for service. In addition, the monthly service charges continue to accrue as long as the customer is in possession of the ******************************************* system per the contract for services. On November 9,2022 the ignition interlock system was removed and ******************** was charged for the removal, service lockout, past due monthly service fees, and missed appointment fees totaling $320.90. ******************** also states in his complaint that our service department hung up on me. The notes in his account show that on November 18, 2022, Smart Start disconnected the call due to ******************** language.
  
  The notes in the account also show two incident reports were filed and responded to as follows:  Please understand that the state establishes the program regulations regarding service intervals and when a device is not serviced pursuant to these rules the device must go into a service lockout mode. This requirement is not set by the ignition interlock provider. The lockout service is in addition to your normal service; therefore, you will be charged for this service. The review of your account shows that a service lockout was in effect and you did not have the unit serviced as required.  We cannot discount the service lock fees due to the additional processing and required state reporting.  Please make sure to have the unit serviced on time in order to help you avoid this in the future. After reviewing your incident report and the device data, Unfortunately I am not able to ***** a discount to you based on the information available to me at this time. ******** does not provide a grace ****** at all, we provide the drive time on the device as a courtesy so clients dont have to tow their vehicle to the shop for missing their appointment date. These are fees and processes required by the ***************** that went into effect Mid December of 2019.

  Based on the information in the account, including the data logs and notes, there is no billing adjustment to be made in this situation.

  
  

• Initial Complaint

  Date:01/17/2023

  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.

  We have a smart start unit in our truck for my husband. On the day he was scheduled to bring it in for calibration, there was a test blow error, which resulted in a 68 hour lockout. Immediately after this, device retested with a PASS. Later that afternoon when the device was calibrated, there was an additional $81 added to the total as penalty. We sent in an incident report that was denied stating LOCKOUT. The device was erroneously locked out, as there were additional subsequent tests. Today, I called to discuss the matter with a representative. I first elected the "live message option." Once I mentioned the escalation on the text, I was directed to call the "Credit and *********************** at ************. I called them and she explained, "No. Those are handled by administration." She transfered me back. I immediately texted the person back asking for a manager. No reply. I simulatneously opted to speak with a live person back on the admin line. I was on hold for over 30 minutes. Someone picked up the line but remained silent. I waited. Saying, "hello," about 3 different times over the course of another 10 mins, which ended in that person hanging up on me. We want our $81 refunded to the account, and we will apply to our next callibration.

  

  Business Response

  Date: 01/17/2023

  Greetings. I reviewed the data log and photographs which show that on January 6, 2023, there were five consecutive skipped tests. The photographs show that the vehicle had been properly started, however, it was left running and unattended. The rules and regulations are established by the ********************* not Smart Start. The program rules require that the ignition interlock enter "lockout" mode if the device logs violations inlcuding skipped tests. An incident report was filed with Smart Start contesting this violation, the response to the incident report states:

   I received your incident report and reviewed your account. The state regulates that active devices initiate a rolling retest after the vehicle has started. It is your responsibility to be able to see and/or hear the machine as it signals the testing window. If the device requests a test you are required to take it with in the allowed time frame.  This includes leaving an active unit unattended or skipping the final test of your drive, which is a user error and not a device malfunction.
  Be sure to always remove the keys from the vehicle and inspect the unit before exiting.  This will help avoid erroneous skipped tests that happen as you complete your drive.
  If you need additional training we can provide this to you free of additional charge at any of our service centers. After reviewing your incident report and the device data,  I am not able to ***** a discount for this lockout as the data shows the device was functioning properly.

  Based on the data logs and photographs, the request for refund of the violation fee is again denied. 

  Regarding the remainder of the complaint pertaining to your attempting to contact Smart Start, this has been forwarded to our *********** Director for review.

  Customer Answer

  Date: 01/17/2023

  Complaint: 18824947
  
  I am rejecting this response because:
  

  Absolutely not true. That is flase. There were no five consecutive tests missed. The device beeped while driving from work to the calibration facility, he blew, it errored out, then locked out, then beeped again, he blew again, it passed, everything was in order. There was even a passenger in the truck when this happened. 

  
  

  

  Business Response

  Date: 01/18/2023

  Hello, as stated in the prior response: I reviewed the data log and photographs which show that on January 6, 2023, there were five consecutive skipped tests. The photographs show that the vehicle had been properly started, however, it was left running and unattended.

  
  This data and photographs have been made available to ******************** Probation Officer. If you wish to challenge the data you will need to do so with the Probation Department.

  
  

  Customer Answer

  Date: 01/18/2023

  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:01/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During calibration, a violation code was issued, and we were charged an extra fee (a total of 157$). It happened in November 2022, as well. We were charged twice 157$ -a total of 314$ for one calibration in November. I am in college in PA and don't drive a car. When I come to CT at the end of each month to calibrate the car, we tow it with AAA to the shop because it is not drivable. I am disputing this fee since there was no violation. I am also filing a complaint with ******** Services and BBB. Please help me to resolve this issue.

  

  Business Response

  Date: 01/12/2023

  Hello, the device data shows that on November 29, 2022 a lockout fee of $75 was charged. The lockout was due to a skipped test which was logged on 11-4-2022. The data shows several instances of power on/off which was due to the vehicle having low battery voltage, this would not allow the ignition interlock device to function properly.

  
  Another lockout fee of $75 was charged on December 27, 2022.The violation occurred on 12-27-2022. The data also shows several instances of power on/off which was due to the vehicle having low battery voltage, this would not allow the ignition interlock device to function properly.

  
  I reviewed the incident reports that were submitted regarding these violations. Per your description of the incident: the car was towed to the shop for calibration because it is broken (not safe to drive).During calibration a violation code was issued and we were charged an extra fee (total of 157$). It happened in November 2022, as well. We were charged twice 157$ -total of 314$ for one calibration November. I am currently in college in PA and don't drive the car , at all. When I come to CT at the end of each month to calibrate the car, we tow it with AAA to the shop because the car is not drivable. I am disputing this fee since there was no violation. I am also filing a complaint with ******** Services and BBB. Please help me to resolve this issue. Your account also shows that you were emailed the following information: You should not be towing your vehicle in for services as you note below due to it not functioning as it is your responsibility to provide a working vehicle with a properly functioning electrical system.  The vehicle should be repaired and returned to a safe normal functioning vehicle. You can also prevent this event from happening by monitoring the tow process, blowing into the unit on time, and making sure the keys are removed.

  
  Due to the violations being the result of the vehicle battery / electrical system your requests for refund were denied. The data shows that the ignition interlock device was functioning properly in accordance with the regulations established by the state interlock program.

  
  

• Initial Complaint

  Date:01/09/2023

  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.

  1/6/23 at 2pm Paid $***** for malfunctioning device The business is supposed to reimburse for malfunctioning device. There was a false positive that went off and I had to pay ***** for their error. I was driving down the road and it said I had an alcohol violation. It is on camera that there was no alcohol present, I started the car and blew again and after the violation with no problem. Clearly a malfunction. It is supposed to detect alcohol, nothing else. If something else came up it is a malfunction equipment problem or they arent providing services correctly. You cant be wrong at your job and expect the client to pay for your mistake. By blowing again and passing, it proves I was not drinking. The business is not taking responsibility for their actions and trying to avoid taking care of their mistakes. Say it wasnt malfunctioning, but if the device is not working properly, its malfunctioning and thats a fact.

  

  Business Response

  Date: 01/09/2023

  Hello, The interlock device registered a positive alcohol test, however, the tests both before and after showed a passing sample was submitted. In reviewing the photograph at the time of the failed test it appears that ****************** may have been consuming a food product. It is very important that no food or beverage, other than water, be consumed prior to taking a test. Based on the passing tests both before and after, and the account showing no prior alcohol fails in the past, I will issue a courtesy credit to Mr. ******** Smart Start account for $82.65. As stated in the response to the incident report: Many foods, beverages, mouthwash, breath spray, and other products may contain alcohol. Be sure not to consume anything (other than regular water) for at least 15 minutes before you provide your breath test. 

• Initial Complaint

  Date:01/06/2023

  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.

  My removal date is this month January 10th 2023 my appointment for calibration was on the 6th of January 2023 my lock out date is the 8th of every month so technically on 2 days but I was charged for a full month when I was only required to pay for a week and smart start refuses to credit my account ***** of the ***** that i paid the remaining amount that I overpaid and this amount should be credit to my account for removal fee. I was advised that they do not pro-rate monthly fees but I shouldn't been charges a monthly fee if I only needed 4 days I understand paying for a week which is a option on the app but not a full month for no reason other than to just steal money from their clients , In short I'm paying for 3/4 of a month that I will not have the device on the vehicle plus the ****** removal fee that's basically stealing. They also said I can file for reimbursement after I had device removed by 1 customer service rep and and cust. serv. Rep they do not issue refunds or reimbursements.. so which is it. All I ask is that the remaining amount that I over paid be credit to the removal fee.

  

  Business Response

  Date: 01/06/2023

  Hello, ************ was charged for the full month in accordance with his lease agreement. Since the removal date is still pending, he is responsible for all fees incurred while he remains in possession of the ignition interlock device.

  Customer Answer

  Date: 01/06/2023

  Complaint: 18695521
  
  I am rejecting this response because: being charged for a full month when I only need it for 2 days is absolutely ridiculous you changed your policies Jan 1st 2023 and didn't inform customers of change my remaival is the 10th I was paid up till the 8th of January and only needed service for 2 additional days but now I'm paid up till February  8th which is 29 days of service I will not use. I personally spoke to dmv and they confirmed the date of removal with no issues preventing removal but I get corporate green is the name of the game and to take advantage of people in a bad situation to make things worse for them Is the company model.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:01/05/2023

  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.

  12/16/22 CALLED SMARTSTART AND ASKED THEM WHAT TO DO ABOUT THE INTERLOCK IN MY TOTALED ***. TOLD ME I NEED TO PULL IT OUT ASAP. DIDNT DISCLOSE THAT WOULD RESULT IN ANOTHER LICENSE SUSPENSION AND I HAD TO CALL THE *** A LITTLE WHILE LATER AND FIND OUT.12/19/22 CALLED THE ***** SMART START. *** TOLD ME HE WOULDNT CHARGE ME THE FULL BOUNTY IF I WERE TO PAY IN CASH. 12/19/22 CALLED SMART START AND THE **** TOLD ME THERE WASNT ANYTHING I COULD DO. TOLD ME I HAVE TO HAVE THE LICENSE SUSPENSION 12/26/************************* LOCKED ME OUT OF MY 2010 CAMRY FOR A MISSED SERVICE DATE. MY SERVICE DATE WASNT UNTIL THE 14TH OF JANUARY. WHEN I CALLED TO DISPUTE THIS THEY SAID IT WAS MY PROBLEM FOR FAILING TO BRING IT INTO THE ***** I HAD CALLED THEM DAYS PRIOR AND TOLD THEM WHAT WAS GOING ON. AFTER I CALLED THEM AND TOLD THEM THE *** WAS TOTALED, THEY PUT A LOCKOUT ON IT. WHEN I ASKED WHY THEY HAD ALL THEY SAID WAS I DONT KNOW 12/27/22 BOUGHT A NEW *** AND CALLED SMARTSTART TO SCHEDULE AN APPOINTMENT. TOLD ME THEY WERE BOOKED OUT FOR THREE WEEKS. HAD TO TOW THE TOTALED *** AN HOUR AWAY TO ***** TO GET IT TAKEN OUT A WEEK LATER. HAD TO TAKE THE NEW *** TWO HOURS AWAY TO ****** TO HAVE THE FREAKING DEVICE INSTALLED. 12/27/22 CALLED ***** SMART START. *** WAS SO NICE BUT TOLD ME HE COULD ONLY TAKE IT OUT OF MY ***, NOT PUT IT IN THE NEW ONE. I CALLED SMARTSTART BACK AND THEY WOULD NOT HELP. HAD TO CALL THE **********************. I BROKE DOWN IN TEARS AND HE WAS ABLE TO HELP ME GET IT FIGURED OUT. 12/31/22 PICKED UP THE NEW *** FROM A SMART START TWO HOURS AWAY, WELL DRIVING ON THE FREEWAY A ROLLING TEST WENT OFF. I BLEW TIME AND TIME AGAIN FOR THE NEXT SIX MINUTES AND ENDED UP MISSING A TEST FOR THE DEVICE MALFUNCTIONING. I PULLED OFF THE FIRST EXIT AND SPENT FOUR MINUTES BLOWING INTO THE DEVICE UNTIL I FINALLY PASSED WITH TWO MINUTES LEFT. 1/2/22 WELL SITTING IN A PARKING LOT WITH MY *** RUNNING ANOTHER ROLLING TEST WENT OFF. I DID THE EXACT SAME THING. BLEW FOR SIX MINUTES AND IT TOLD ME I MISSED THE TEST. THE DID THE RETEST AND HAD TO BLOW THREE MINUTES INTO THAT ONE FOR IT TO WORK. I CALLED SMARTSTART AND ASKED WHAT A MISSED TEST MEANT HE SAID YOU SHOULD BE FINE. I ASKED HOW MANY MISSED TESTS BEFORE IT WOULD LOCK ME OUT AND HE SAID I DONT KNOW. I ASKED IF THE MISSED TESTS WOULD BE REPORTED TO MY MONDERATING AUTHORITY AND GOT ANOTHER I DON'T KNOW. I ASKED SEVERAL MORE QUESTIONS ALL WITH AN I DONT KNOW.1/3/22 I SAT IN A PARKING LOT FOR 25 MINUTES TRYING TO GET MY *** STARTED UNTIL I BROKE DOWN IN TEARS AND CALLED SMART START. I ASKED TO SPEAK WITH A SUPERVISOR AND SAT ON HOLD FOR 30 MINUTES AND HAD TO ASK MULTIPLE TIMES TO SPEAK WITH A SUPERVISOR UNTIL I WAS SUCCESSFUL. THE SUPERVISOR FINALLY ANSWERED MY CALL AND WHEN I ASKED IF THE OLD UNIT COULD BE PUT BACK IN MY ***, HE SAID HED GIVE ME A CALL BACK TOMORROW AND LET ME KNOW. 1/4/22 THE OLD UNIT FINALLY GOT REMOVED FROM THE OLD *** BUT ITS STILL CHARGING MY ACCOUNT. I CALLED THE CREDIT DEPARTMENT TO DISPUTE THIS. **** TOLD ME ITS THE ***** PROBLEM AND I NEED TO CALL THEM BACK INSTEAD. THEY NEED TO SCAN THE DEVICE IN. BECAUSE OF THEM NOT DOING THEIR JOB IM STILL GETTING CHARGED???? THE SUPERVISOR CALLED ME BACK AND SAID THEY CAN SWITCH OUT THE HEAD UNIT. THE PREVIOUS DAY HE SAID HED PUT THE OLD UNIT IN THE NEW ***. NOW HES TELLING ME THE ONLY THING THEY CAN DO IS PUT A DIFFERENT HEAD UNIT ON IT. BEYOND FRUSTRATED WITH THE LACK OF HELP, THEM CHARGING ME FOR THEIR MISTAKES, HAVING TO WAIT HOURS TO GET A CALL BACK, AND THEM GETTING ME IN TROUBLE WITH MY MONITORING AUTHORITY. At 2:51 I got a call back from the admin office. I asked for a copy of my lease. She said shed have to reach out and theyd send it to me in three-five days. When I got off the phone I got an email saying I cant access MY LEASE unless an attorney reaches out.

  

  Business Response

  Date: 01/16/2023

  Hello, the Smart Start Manager for **** - ********************* - is handling this situation. He will be issuing a credit to the account and will be reaching out to make sure that this issue is completely addressed and resolved. If you have not heard from **** please contact me directly, ************************************