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

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

• 

  Smart Start

  9950 W Van Buren St Avondale, AZ 85323

• 

  Smart Start Ignition Interlock

  3893 Maple Acres Rd Ste C Bluefield, WV 24701

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:12/27/2022

  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 paid Idea First Automotive for the installation of my Smart Start Device and was charged $162.94 on 8/29/22. At my next calibration, I was told I still owe a balance for the installation. This should be documented as paid. I'm not sure why the shop charged the amount they did when the cost should have been $137.95. I also already paid $40 for the appointment. I have sent several emails to Smart Start and left several voicemails for a supervisor after speaking with Smart Start **************** and having gotten no clear answers.I was left a message in mid-November stating that I would be able to return to the shop where I had the device installed, they would credit back my card and then pay Smart Start accordingly. On 11/25/22 I returned to the shop to have my device calibrated and resolve this payment issue. The shop representative stated that they actually could not (or would not) refund my card and could only offer shop-credit (oil changes, inspections etc, up to the amount I was charged) to make up for it. Let me be clear: this shop has damaged my car in the past and have admitted this charge was their mistake by one of the newer technicians. When installing the Smart Start device they shorted out my radio and dash and then tried to charge me to fix it. I do not want shop credit, I simply want them to pay Smart Start the money they owe as I have already paid the amount required. It is up to THE **** to pay SMART START, not me. I have been disputing this charge for months and am beyond frustrated that something so simple, that was not my mistake, is still being left up to me to resolve.In addition, I paid them my required service amount to avoid lock out on 12/26/22. I received a call from my Probation Officer stating that she had received a notice from Smart Start that my car had been locked out and if I didn't provide documentation by EOD I would have to go before a Judge. Hours on hold, missed work, possible jail time, No answers. Fix this!

  

  Business Response

  Date: 12/27/2022

  Hello. I am working with our ************** Director and our ********************* to determine a resolution to this situation. Due to the holidays I wanted to post this response so that you are assurred that this complaint is being addressed. Please contact me directly at ************************************ as I will be your main point of contact.

• Initial Complaint

  Date:12/16/2022

  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.

  Numerous issues with a faulty device. Switched device 3x with issues still occurring. Several incident reports filed with no response. It takes 5 hours (drive time), $40 in gas and then the lockout fee. Economic loss rule apply. Counting down the last few months to get these devices removed from a company with the absolute worst customer service.

  

  Business Response

  Date: 12/16/2022

  Hello, I have asked for a local Service Manager to reach out to provide you assistance. If you do not hear from someone today, please contact me at ************************************

• Initial Complaint

  Date:12/14/2022

  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.

  The manager at the *********** ** smart start is not in his office, my car is about to lock out, and was told via smart start help line to come here to get it fixed. Neighboring businesses to this location claim he is never in his office. My only option is to wait and hope he gets back to the office before my car locks up again, or pay a tow another day to have my car taken up here. This is completely unprofessional, and unsafe.

  

  Business Response

  Date: 12/16/2022

  Hello, I have asked our local ************ Manager to reach out to ************ as soon as possible.

• Initial Complaint

  Date:12/13/2022

  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.

  My install on July 28th 2022 was scheduled for 4pm. My install wasnt finished until almost 8pm and I got home at 9 pm. The shop had multiple I guess friends showing up and were being let into the bay door onto where my install was going on. My first calibration took over 2 hours and the shop owner got in my friends face because my friend threw away a piece of garbage into a garbage can just inside shop door. He was literally in my friends face threatening him. My finale calibration to meet my 90 day requirement was much smoother took around an hour and everything went fine. Ok now Ill start my complaint my final calibration was 10/28 everything went good at shop, I had to wait roughly a week for smart start and dmv to do their process. About 2 days in I stopped car for in back seat and then trunk then back in car and a few mins later device wanted a rolling retest and when I did test k noticed the lockout ( I had just went 90 days with no fails, lockouts or issues like this) I then drove a couple miles to a **** shop and when I left no issues with starting car but violation on screen. I was an hour away from home took every test on the way and I have had to file 3 incident report 2 were denied I was told I didnt take the final test on that drive. I told them that was not true in 2nd dispute and it was denied havent heard back on third. They have no email or phone number or anyone you can talk to when they deny a dispute your only option is file another dispute (customer service told me that when I called) when I had my device removed I was told multiple times $75 but I paid $166.35 and had to pay violation and had no option of discussing this with smart start. I shouldnt have had to pay $55 when I never caused that violation. I called a few days after removal and was told report must be filed online but this employee offered to refund the month if November I had to pay for well over a month and I havent seen it and no answers after wasting hours on the phone

  

  Business Response

  Date: 12/16/2022

  Hello, I reviewed the data log and the unit appears to have been disconnected (unplugged) prior to the expiration of the rolling retest. This may have been the result of a connection issue, or user error. ********************** is giving **************** the benefit of the doubt and is issuing a refund check in the amount of $59.46. Best regards.

  Customer Answer

  Date: 12/19/2022

  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. But they didnt address the other refund I have already been waiting like 2+ months on. I would like to know their answer on that and when I will get my refunds  
  Regards,
  
  ***********************

  Customer Answer

  Date: 01/25/2023

  I would like to have the original complaint reopened and like to know why I was only given the 2nd refund and not the refund from November 1st. I attatched my receipt from 10/28 that I have been waiting 75 days for I was told ***** days. My attempts to reach out after 45 days are being ignored though previous emails were not

  

  Business Response

  Date: 01/25/2023

  Hello, ******************** account shows he was only charged for one violation lockout fee which was assessed on November 3, 2022 in the amount of $59.46. Per Smart Start's prior response: "I reviewed the data log and the unit appears to have been disconnected (unplugged) prior to the expiration of the rolling retest. This may have been the result of a connection issue, or user error. ********************** is giving **************** the benefit of the doubt and is issuing a refund check in the amount of $59.46." There no other violation lockout charges on his account which shows a zero balance. the notes in the account show that the refund check was processed via ACH transfer on December 20, 2022.

  Customer Answer

  Date: 01/25/2023

  Complaint: 18546921
  
  I am rejecting this response because: the resonse they give doesnt even answer why I reopened claim.. yes I got the violation refund but thats not the issue. The issue is the second refund that keeps getting ignored the refund for the calibration. Because I didnt use device in November but I had to pay for it. As I said multiple smart start employees told me the refund was processing g and this was before my original filing complaint. I an email that clearly says I have two refunds and gives a date of 11/10 that a check was being g mailed to me. The refund I received as smart start stated was a deposit to my bank account. Now going back to why the claim was reopened where is my calibration refund that I was told was being mailed and I would see soon. Ill include pictures again if smart start could explain them for me the only explanation is they still owe me a refund from over 70 days ago. I was owed 2 refunds not 1. Look at the attatched pictures and you can clearly see what they are ignoring. 

  Also attatched is the receipt of the refund that Im still owed 
  Regards, 
  
  ***********************

  

  Business Response

  Date: 01/26/2023

  Hello, the monthly calibration / service fee is accrued each month for as long as a customer is in possession of the ******************************************* device. Whether or not the interlock equiped vehicle is used or not is not relevent as it is a montly fee as stated in the contract. As stated in the prior response, there was only one violation fee which was refunded, there are no other refunds due. 

  Customer Answer

  Date: 01/26/2023

  Complaint: 18546921
  
  I am rejecting this response because:again attatched is the email that states I had two refunds due. And that email was weeks after I was originally told I would be getting this refund. I was even told the check had been mailed and I would see soon. Multiple smart start employees looked up this refund while I was on the phone with them and Multiple employees even acknowledged the same date as the email states November 10th. Whats your explanation for the evidence I keep putting right in your face. Your backing out of what your company has been telling me for 80 days now. How is that Right?
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 02/01/2023

  Hello. Thank you for providing the text message between yourself and our ********************** Based on this information I have communicated to our ********************* and confirmed that a second refund is due. I have been informed this refund is scheduled for an ACH transfer that will occur by the end of this week. If you do not recieve the refund by the end of Friday please reach out to me directly at ************************************

  Customer Answer

  Date: 02/01/2023

  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:12/07/2022

  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 had a DUI & had to get a IIBD Device.( Alcohol breathalyzer devices) well they installed it October 17th. My next appointment was November 14th. ******** was not there,but told us to stop next day, he'd be there at 9am. He has not been there since I last spoke on November 14th!! I've left multiple messages. Why I'm calling,my name & #. No one has been in contact with me to get this camera hooked up so I can actually drive legally. Smart Start Technology is the company who takes care of the device. I already paid the $74.99 fee to get the device installed. DMV Told me to call their cooperate office & let them know someone is completely dropping the ball in this matter.

  

  Business Response

  Date: 12/08/2022

  Hello, a Smart Start ************ Manager, *********************, has attempted to reach out on two occassions. Both times someone answered and when he said "Hello" they hung up. Please contact ***** directly at ************ so that he can be of assistance.

• Initial Complaint

  Date:12/06/2022

  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.

  This business has charged me over $180 just this month saying that I have made violations. Thus company just does whatever they want because they know that you need this to drive

  

  Business Response

  Date: 12/06/2022

  Hello. There are two violation lockout charges of $50 each from November 28, 2022; and December 5, 2022. In both situations the interlock logged a skipped test after the vehicle was turned off. It is very important to check the unit prior to exiting the vehicle to ensure the unit is not in a test sequence. Due to the issues with blowing into the unit, I have issued a credit to the Smart Start account for both lockout charges totalling $100.00. You will see this credit the next time you come in for service. If you encounter additional lockout fees that you wish to contest, please submit an incident report so that we can research the situation: https://www.smartstartinc.com/clients/incident-report/

• Initial Complaint

  Date:11/07/2022

  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.

  On October 19th 2022 I had the Smart Start device installed in my vehicle. The next day, less that 24 hours after having the device, I was on my way to work at 8:30am I was informed to perform a rolling retest, after several attempts, I kept getting the same error message to Hum Stronger. I tried for the full 10 minutes, as well an additional 10 minutes before the device went into a violation lockout and I had to pay $75 to have the device reset. My first issue, is that it had been less than 24 hours since having the device and it takes time to get the hang of the blowing/humming pattern. My second issue is the mechanic had to make manual adjustments to the device (it keeps randomly going into "initializing" while I am driving) and said they have an issue with faulty devices. When I submitted my incident report via the online portal (no one would help me via a phone call) the response I received was there would be no refund and this was user error. I am requesting my $75 be refunded as it is clear from the activity pulled from the deviceI I did not miss the test as claimed.

  

  Business Response

  Date: 11/08/2022

  Greetings. I reviewed the data log and can see that numerous attempts were made to submit a test sample. I have credited the $75 back to the account, you will see this the next time you come in for service. If you need additional training please visit our website: www.smartstartinc.com or ask any Technician for training. Best regards.

  Customer Answer

  Date: 11/14/2022

  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,
  
  Azure *****

  Customer Answer

  Date: 11/30/2022

  Complaint: 18366528
  
  I am rejecting this response because:
  

   

  This is mt second complaint in 5 weeks due to the poor response from customer service .On 11/18/22 I had the device calibrated (routine monthly service). Almost immediately after, the device acted erratically, most notably turning off while I was blowing into it during a rolling retest. It also was extremely difficult to start. On Sunday, 11/20 trying to start my jeep, I was locked out 3 times and it took 45 min to start my jeep. I drove it to buy groceries, and when I tried to restart my jeep, I again was locked out multiple times. I then finally was able to read my test, but the device drained my battery and also caused a computer malfunction. I was stranded in a parking lot for hours until a friend came and we jump started my jeep. While trying to drive it home, the device did not maintain power while I tried to perform a rolling retest, every time I would blow into it, it would power off. 3 hours after I called customer service I got a call back, the representative said the device needed to be replaced since the resets I tried didnt work. 11/21 I was able to get my jeep started, but it again gave me a violation lockout. The service center the reason for the device not functioning was due a loose pin, and this happens a lot, they worked on the device for quite some time to fix it. SmartStart **************** said it was my fault for not using the device properly, after being stranded, my safety was at risk, due to the malfunction of the device, I was told it was my own fault by your. This response is disgusting. I am fully aware of how to perform the Blow and Hum, and a loose pin is NOT my fault. I am requesting the violation be removed and my $75.00 fee be refunded. This device is dangerous, and has put my health and safety at risk due to the lack of functionality. I have informed my attorney of this and the ongoing issues with this device and he can reach out to confirm if needed.

  
  Regards,
  
  Azure *****

  

  Business Response

  Date: 12/05/2022

  Hello, This complaint was closed per the following:

  This message originally read on 11/14/2022
  *********************
  Smart Start 
  500 *********** Ste 100
  *********, ** 76051
  
  Re: Complaint ID ********
  
  Dear *********************:
  
  This message is regarding a complaint submitted to BBB about your business on 11/6/2022 by ***************** 
  
  This complaint was assigned ID ********. The consumer notified BBB the matter is resolved. Therefore, we have closed this case accordingly.
  
  Thank you for your cooperation in this matter and your support of our self-regulatory goal. Please reach me at Phone: ************** with any questions or concerns regarding this communication.  
  
  Sincerely,
  
  
  *************************
  
  Resolutions Specialist
  
  *****************************************************
  
  MESSAGE:
  
  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,
  
  Azure *****

• Initial Complaint

  Date:11/04/2022

  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.

  This company refuses to fix my faulty devise or refund any of the countless violations it has caused or offer the discount I'm entitled to by state law. I have filed countless incident reports and was treated in a most shockingly unprofessional and discourteous manner. Everyone who work for this criminal scam company should be ashamed of themselves for treating folks in this manner. I'm glad they think it's funny to mess with folks and steal thier money but their refusal to do the right thing and f9llow state law is appalling and caused my family such a high degree of financial hardship that I have no choice but to file complaints with the department of consumer protection and the BBB as they have provided no reasonable means to resolve this issue with the faulty outdated device and refused to reimburse me for the hundreds *** hundreds of dollars that these false violations have cost me. You can see in the other complaints this shady company does nothing but lie and run folks around I'm clearly not the only one having these device issues that they refuse to make right. Terrible God aweful people that honestly should be put in jail. Worst experience I've ever had with any company in my life.

  

  Business Response

  Date: 11/07/2022

  **************** is required by the ******************** to have an ignition interlock system in his vehicle as a condition of Drivers License reinstatement. The State regulates the ignition interlock program and has established rules and regulations which require an interlock vendor, such as Smart Start, to log any missed test, positive alcohol test, or failure to have the unit serviced within required time frames. Any single violation requires the interlock device to enter lockout mode which requires immediate service.This service includes the downloading of the data, reporting to state authorities,the calibration of the device, and a unit reset. This service is in addition to the regular service intervals; therefore, an additional charge is assessed.When a lockout occurs that is due to a unit malfunction Smart Start will issue a credit offset the lockout fee. If the lockout is not due to a device issue, a credit is denied.

  
  **************** has submitted eleven (11) incident reports to Smart Start with various issues, and in some instances files multiple incident reports on the same issue. He has claimed: My car was in the shop undrivable so I had no possible way of calibration but now I'm being charged fees by your company that you left me no way to avoid penalties. *************** requested the lockout fee be waived, however, since this was due to a vehicle issue that prevented mandated service per the state rules, and not due to a unit malfunction, that request was denied.

  
  My car is wired wrong and it keeps giving my rolling retest violations due to the push to start not recognizing the ignition is off. I've had several violations due to this and the shop simply states to call you. This was also denied, and **************** was informed Currently your device shows No device malfunctions from the log file and function of the system.  A such as discount will not be considered for the lockout fees where you failed to complete the last test of your drive. This department will not issue any credits to you reversing any previous decisions unless a device malfunction is found.  We have noted to you why the lockouts are occurring.  Please make arrangement to avoid lockouts and complete any tests pending.

  
  Additionally because of how unfair my experience has been I've discovered that pursuant to Conn. Gen. ***** ******o I am entitled to a discount and reimbursement due to my participation in the supplemental nutritional assistance program which was never disclosed to me by your company. **************** will need to contact the state for any assistance that he may qualify for under this section as the supplemental nutritional assistance program is a state program that is not managed by Smart Start and is unrelated to the ignition interlock program.
  
  
  ****************** account shows that he was issued courtesy credits on September 20, 2022, in the amount of $75.00; June 22, 2022 in the amount of $37.50;April 26, 2022 in the amount of $75.00; and April 6, 2022 in the amount of $75.00.

  
  Based on the information provided by ****************, the device log data showing the unit was functioning properly, and the credits that have been applied, Smart Start is confident that we have treated **************** fairly and in accordance with the state program requirements.

  
  

  Customer Answer

  Date: 11/10/2022

  Complaint: 18359228
  
  I am rejecting this response because:

  They have refused to fix thier malfunctioning devise
  
  Regards,
  
  *************************

  

  Business Response

  Date: 11/14/2022

  I understand that **************** does not accept the response of Smart Start, however, after reviewing the account notes, data logs, and incident reports Smart Start has made every effort to address and resolve his complaints. As stated below in the prior BBB response, his complaints regarding violations due to vehicle issues were denied. Further, **************** will need to contact the state directly to pursue assistance from any applicable state financial assistance programs. 

  Original BBB response:

  **************** is required by the ******************** to have an ignition interlock system in his vehicle as a condition of Drivers License reinstatement. The State regulates the ignition interlock program and has established rules and regulations which require an interlock vendor, such as Smart Start, to log any missed test, positive alcohol test, or failure to have the unit serviced within required time frames. Any single violation requires the interlock device to enter lockout mode which requires immediate service. This service includes the downloading of the data, reporting to state authorities, the calibration of the device, and a unit reset. This service is in addition to the regular service intervals; therefore, an additional charge is assessed. When a lockout occurs that is due to a unit malfunction Smart Start will issue a credit offset the lockout fee. If the lockout is not due to a device issue, a credit is denied.
  
  **************** has submitted eleven (11) incident reports to Smart Start with various issues, and in some instances files multiple incident reports on the same issue. He has claimed: My car was in the shop undrivable so I had no possible way of calibration but now I'm being charged fees by your company that you left me no way to avoid penalties. **************** requested the lockout fee be waived, however, since this was due to a vehicle issue that prevented mandated service per the state rules, and not due to a unit malfunction, that request was denied.
  
  My car is wired wrong and it keeps giving my rolling retest violations due to the push to start not recognizing the ignition is off. I've had several violations due to this and the shop simply states to call you. This was also denied, and **************** was informed Currently your device shows No device malfunctions from the log file and function of the system.  A such as discount will not be considered for the lockout fees where you failed to complete the last test of your drive. This department will not issue any credits to you reversing any previous decisions unless a device malfunction is found.  We have noted to you why the lockouts are occurring.  Please make arrangement to avoid lockouts and complete any tests pending.
  
  Additionally because of how unfair my experience has been I've discovered that pursuant to Conn. Gen. ***** ******o I am entitled to a discount and reimbursement due to my participation in the supplemental nutritional assistance program which was never disclosed to me by your company. **************** will need to contact the state for any assistance that he may qualify for under this section as the supplemental nutritional assistance program is a state program that is not managed by Smart Start and is unrelated to the ignition interlock program.
  
  
  ****************** account shows that he was issued courtesy credits on September 20, 2022, in the amount of $75.00; June 22, 2022 in the amount of $37.50; April 26, 2022 in the amount of $75.00; and April 6, 2022 in the amount of $75.00.
  
  Based on the information provided by ****************, the device log data showing the unit was functioning properly, and the credits that have been applied, Smart Start is confident that we have treated **************** fairly and in accordance with the state program requirements.

  Customer Answer

  Date: 11/21/2022

  Complaint: 18359228

  
  

  I am rejecting this response because:

  The device continues to create false violations for missed rolling retest due to the device not recognizing the ignition is off and I am no longer in the vehicle. This company not only continues to charge me for these false violations due to their faulty device but is reporting them to probation and the **** Probation has stated several times that this issue needs to be resolved and that its the responsibility of Smartstart to do so. They also stated that this is an ongoing issue with the company that the state is perfectly aware of. One only needs to glance at these BBB complaints to see that this is a common issue folks are having which leads me to believe that it is an issue Smartstart is perfectly aware of and simply refusing to do the right thing and provide a working service for customers. Do to the fact they have provided no reasonable means to rectify the issue and it continues to malfunction daily ive had to file over a dozen incident reports many times multiple times on the same issue. For example I was told to make arrangements to prevent future violations as a recommendation to resolve the issue but again given no means with which to do so. When I created another incident report stating the issue is still ongoing I was told that the logs showed that the device was nor malfunctioning I was told to take it to my technicito verify how the device is malfunctioning. When I took it to their technician I was told it was not their problem its a problem with the device call ********************** when I filed another incident report to tell them the issue continues to occur and that the issue is inherent to the device I continued to get run around in a loop of being told to make arrangements to prevent the device form creating false violations but given no means to do so. The issue remains unresolved aand they continue charge me and report these false violations. Additionally I have stated that I have contacted the state regarding the discount and was told yet again its smart starts responsibility to implement the discount. When I again filed an incident report stating I was told this by the state they refused to do anything about it and again tried to pass the buck like theyve done here in the complaint. With these issues still remaining unresolved ive been forced to file complaints with the BBB and department of consumer protection. I am not doing this for fun I am filing over a dozen incient reports and now forced to pursue other means of recourse adding to the frustration of it all. Additionally this has effected me greatly both financially and legally. They simply continue to try to bully me and refuse to do the right thing. This company is obviously shady and deceptive and I will do everything I can to protect other consumers from their predatory practic.s

  Regards,

  
  

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

• Initial Complaint

  Date:10/03/2022

  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.

  When calling the number provided, youre waiting for a live person for over an hour. When you use the texting option, the staff are BEYOND rude. I recently bought a new car and had to wait 2 weeks just to have them switch the device over to my new vehicle. Once they switched it over, the device began to malfunction and prompt me to blow WHEN THE VEHICLE WAS TURNED OFF. I have reached out to SmartStart NUMEROUS times and NO ONE has been helpful yet! Im so over it. On top of the stress you are already going through this company only makes it 10 times WORSE. If I could do it all over again, I would NOT choose or recommend this device or company. Save yourself the trouble and dont add to it by wasting your time or money with Smart Start!

  

  Business Response

  Date: 10/04/2022

  Greetings. I have been informed that ******************** has been contacted by a Smart Start Manager and this issue has been resolved. A credit for one month of service was also added to her account. Please contact me directly at ************************************************************ if further assistance is needed.

  Customer Answer

  Date: 10/04/2022

  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:09/29/2022

  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.

  The nature of the complaint I filed had nothing to do with the service people or the customer service representatives. They were very friendly and attentive to my needs. Even when I filed my complaints, I got a quick response and a partial refund. When I set up my removal, everything went quickly. My complaint had to do with the equipment issued and company communications and accounting in reference to the equipment. It was installed on 2/26/22 for $177.95. My backup camera stopped working and I was told it would be reconnected at removal. That same day, 2 hours later, I had a violation occur out of no where.They had to replace the unit. On 3/4/22, I woke in the morning to a violation, $75. Smart start tech said it was a device error and a $75 refund was issued. 3/26 I went in for monthly service and was told device would not calibrate, needed replacing and it would take a week to get it. On 3/28 the unit shut down for missed appointment, $30, $30 for unlock code, $75 service lockout, all because the tech had to replace device. 4/11, parked my car, turned off ignition and closed the door and heard the beeper for a rolling test. Got back in and blew a good test. Called the company, explained what had occurred. Still charged $75, missed rolling test. The same situation occurred again on 6/20 but I did not hear the alarm, $75. On 7/1, I parked my car and went into a store, no alcohol, when I tried to start, it asked me to blow 3 times and then said violation lockout. $75, l complained and $75 refunded. The removal was prompt, however, I was told that to fix my backup camera, I would have to pay for diagnostic and repair. I called in a complaint and was told that the repair was in fact the companys responsibility and was told 1 of 2 managers would call to set up an appointment to repair my camera. No call received. Complained about all of the above and was told all was driver error. Im down $285, still no call, no camera fix. Did they even investigate my complaint?

  

  Business Response

  Date: 10/04/2022

  A Smart Start ************ Manager, ***************************, has reached out to ********************** to schedule a date and time to inspect the vehicle to determine what needs to be done to resolve this issue. A voicemal message was left but Smart Start is waiting on a response.

  Customer Answer

  Date: 10/04/2022

  Complaint: 18014568
  
  I am rejecting this response because: Smart start did not address the issue of the $285 I was charged for their equipment failures and following their own technicians directions.  Clearly they still have not looked at their own records regarding the 3 different devices that they installed in my car. Also, my backup camera is not repaired, but I do have an appointment to get the camera looked at to see if it is in fact their fault.  Once again, their records should indicate the issue with the camera and the techs promise that it would be repaired at removal. If not, it is more evidence of their poor inter company communications.
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 10/06/2022

  I have been informed by our ************ Manager that he has an appointment set up next week with ********************** to inspect the vehicle. All other issues should be addressed at that time with our Service Manager.

  Customer Answer

  Date: 10/06/2022

  Complaint: 18014568
  
  I am rejecting this response because both the camera and overcharges claims will not be considered until after your 6 day time limit, if their field representative accepts my claims and pays the money they illegally took and repairs the backup camera, I will accept it as resolved.  I cant now because no one has promised resolution, only to consider it, which is mind boggling because their own records, prove me right. They claim to record all calls.
  
  Regards,
  
  ***************************