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:04/10/2025

  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 started using SmartStart so that I could comply with a case from nearly 15 years ago. They were also one of the only companies operation in **** within ************************************* business. Every step of the way SmartStart has failed at communicating with and receiving communications with my case worker in ******** and with the VA DMV. It started when setting up an appointment to install and within an hour I had 43 different **** call me after I made the first appointment to make my first appointment again. None of the **** had me on file even after setting up all of my accounts and appointments with a rep. **** was October 2024. The SmartStart devices kept messing up. The shop where the services are done are awful people who tell me I'm not worth their time because its not enough money for them to worry about. Now today was scheduled to be my removal day. SmartStart said I can not remove today because they do not have the papers my case worker sent in already and I have to send copies in. Then after approval witch takes 5-7 days, I can then schedule a removal witch may take 5-7 days more to get approved. So I had to pay again for a service date I was not supposed to have and yet another visit to the shop and more time running with this device that doesn't always work right. I really would like some portion of a refund for all the mess SmartStart has put me through just trying to do the right thing.

  

  Business Response

  Date: 04/23/2025

  Hello, per our records the ignition interlock device was removed on April 14, 2025. The account shows a zero balance.

  Customer Answer

  Date: 04/23/2025

  Complaint: 23186600
  
  I am rejecting this response because:
  It was not that the device was ultimately removed, it was the horrible way SmartStart's people treated me and told me it would take weeks to remove the device. It was the way they would not listen when I tried to explain that my case worker had said I was finished.  I was treated poorly and had to go through my caseworker within a different company to get anything done.  So yes, the device was removed, but the response was insulting and offensive.  
  Regards,
  
  ******* *******

  

  Business Response

  Date: 04/25/2025

  We apologize if you did not receive excellent customer service. ********************** works hard to provide exceptional service.

  Customer Answer

  Date: 04/27/2025

  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:04/10/2025

  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.

  Was prompted to take a test while driving, I proceeded to blow into the interlock to take the test. After blowing I was prompted to Please Retry and a timer of 1 minute and 30 seconds. After waiting the set time the original test time of four minutes was counting down as well. After being told to Please retry 3 times, I was given a violation lockout. I now have to pay 80$ to remove the violation not only that it goes onto the dmv record as a violation of my probation. Which in turn adds time to my interlock device being in my car. I work out of town this happened on a Sunday. So not only did I have to go out of town(4 hours away) I had to take time away from my job to handle an issue that shouldnt have even happened to begin with. I proceeded to drive 3 hours to the nearest smart start location, upon arriving the employees decided not to show up till an hour after the posted open time, yet again stealing more time from me. This company is a scam through and through, I wouldnt wish this upon my own enemies.

  

  Business Response

  Date: 04/10/2025

  Hello, your account shows that the violation lockout fee was credited back to your account on 4-10-2025, leaving your account at a zero balance. The notes also indicate that that the violation lockout was due to a unit malfunction, therefore you will not suffer any penalty from the state. In the event you are contacted by the state, Smart Start will verify that a unit malfunction was the issue.

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get my device removed for three weeks. Smart Start has still not sent the information to the state as requested multiple times. They say they have, but wont let me know where its being sent and wont fax it with the number I just received for ease since there is clearly an error or miscommunication. The *** I have spoken to the last three times is rude, unhelpful and hangs up on me claiming there are no other options, no supervisors and no other numbers to call for help. She referred to herself as ****** but likely recognized my number/voice. She is truly unprofessional and needs to be ***rimanded considering her behavior. I have half a mind to seek legal counsel and very well may. I shouldnt have to do the continued leg work to get the device removed properly, verifying that the company do their job as requested. I have done my due diligence. The state has no record of my final download and Smart Start/****** keeps saying the compliance team has already sent it, stating no additional options to help me. Seriously? Additionally, the device should already be removed at this point. So I refuse to pay for the calibrations that are coming up because the company couldnt do their job in a timely manner. If this is not corrected, and quickly, I will be seeking legal action.

  

  Business Response

  Date: 04/11/2025

  Hello, our compliance department notified me that the final download was sent to the state on April 8, 2025. It appears that there was a delay on the part of Smart Start as the notes show that the final download "may have been requested" on March 6, 2025, we are investigating what occurred that resulted in a delay; however, the account shows that a final download fee was assessed at that time. The account also shows that you paid for a final download a second time, on March 21, 2025. As a result, your account will be credited for the first download of $48.59, and a credit will be issued for one month of service of $102.57. You can also reach me directly at ************************************ if there are any other issues that need to be addressed. 

• Initial Complaint

  Date:04/04/2025

  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.

  Nature of Complaint:Billing Issues, Deceptive Practices, and ********************* Complaint Details:Im filing this complaint due to Smart Starts repeated billing issues, hidden fees, and poor customer service.Autopay has been enabled since July 2024, and my credit card info has never changed. Yet Smart Start consistently fails to process payments, lets charges build up, then dumps hundreds of dollars in fees on you all at once. They also charge a recurring Autopay Discount Off fee, even though autopay is active which makes no sense and penalizes the customer for their own systems failure.Charges are labeled vaguely as IID fee, with no breakdown or transparency. Their IID lease fee changes monthly, with no explanation. I was also charged a lockout fee despite no violations, no missed blows, and no alcohol or mouthwash use and they refused to refund it.Worse, their app shows a required shop date, but the real deadline is the one set by the office. Following the app led to an $80 late fee because I was one day off. There was no warning or flexibility.Customer service is almost nonexistent. Ive spent over an hour on the phone multiple times, only to be hung up on or passed between departments, and have ended calls in tears from sheer frustration and lack of help.Requested Resolution:A full breakdown of all charges Refund of hidden or unjust fees (lockout, late fee, Autopay Discount Off, and the charges caused by their failure to bill autopay)Clear billing policies and standardized lease fees Policy change to resolve app vs. office date confusion Formal apology and action taken This is predatory behavior that takes advantage of people trying to meet legal obligations. I urge the BBB to step in and advocate for the working class.Sincerely,********** ******* ************ **********************

  

  Business Response

  Date: 04/04/2025

  Hello, there are numerous issues contained within this complaint, they are addressed separately as follows:

  1. Account shows autopay was never set up by the customer or utilized, this is an option that customers can enable via the client portal. By enabling auto-pay you can save $5 per month.

  2. There is no IID fee in the account, we do show IID lease which is a normal and customer lease fee charged in accordance with the lease agreement.

  3. The violation lockout fee was due to a positive alcohol test. The state establishes the program rules and regulations, and requires that when the ignition interlock device, which is alcohol specific, logs a failed test the unit must enter lockout status. The data log shows that the device was functioning properly. 

  4. Smart Start charges a missed appointment fee if the vehicle is not brought in on the scheduled date. During the January 21, 2025, service, the next appointment date was set for February 3, 2025. The vehicle was not brought in until the following day, therefore the missed appointment charge was assessed. The next appointment date is shown on your service receipt, can be checked on the client portal, and can be seen on the display of the interlock device by pressing the #1 keys. Scheduled appointments can be rescheduled up to 24 hours in advance by contacting Smart Start, this is at no charge.

  5. Regarding customer service, this complaint cannot be verified;however, Smart Start is available by telephone, via the customer portal,online, and via chat options.

  6. A full breakdown of all charges - You can contact our credit and collections department directly at ************ for this information. 

  7. The charges on the account are all normal and customary charges. There are no hidden or unjust charges. 

  8. Clear billing policies and standardized lease fees - Please refer to your signed lease agreement for this information

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Smart Start removed a device they had installed from my vehicle and shorted out the computer system rendering it inoperable the cost to replace the computer board time off from work and a rental car exceeded $4000

  

  Business Response

  Date: 04/04/2025

  Hello, our records show that the ignition interlock system was removed on March 24, 2025. At the time of removal there are no notes indicating any issues with the vehicle, and there are no notes showing any contact with Smart Start regarding vehicle issues or damage. This complaint has been forwarded to our Territory Manager who will research this claim.

  Customer Answer

  Date: 04/04/2025

  Complaint: 23146972
  
  I am rejecting this response because: I have called the shop ************ and can not get anyone on the phone. The check engine light came on upon driving off their property. I did not know the cause of the check engine light and misfire until the dealership was able to get my car into the shop on their next available appointment which was 31 MAR 2025.
  
  Regards,
  
  ******** *****

  

  Business Response

  Date: 04/08/2025

  Hello, per our Territory Operations Manager, he revieiewed the account and provided a copy of the removal inspection form signed by Ms. ***** at the time of removal stating there were no issues with her car. Each line item on the removal report was checked indicating that the following was reviewed with Ms. ****** This includes: exterior lights, windows & doors, dash cluster indicator lights, dashboard controls, seat controls, interior damage / exterior damage, steering column controls, engine starting / cranking issues, and horn issues. The form was completed and signed on March 24, 2025. 

  Customer Answer

  Date: 04/08/2025

  Complaint: 23146972
  
  I am rejecting this response because:

  It was not until I drove the car when the misfire hall started. It did not misfire sitting still in their garage. Immediately after getting the removal of the interlock out of my Jeep Wrangler when my Jeep started to misfire. It did not misfire until I moved the vehicle. When I got the interlock taken out the car and they had me sign the papers my Jeep was in their garage Stationary, it was never taken out of park. Cut it on signed the papers. When I drove it up the road thats when it misfired and the check engine light came on.
  

  The mechanic who took out my interlock told me it took him longer than usual to remove it because of the way it was installed and asked me where I got the interlock installed. I got it installed in **************, ** and removed in ************, *** 

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

  Customer Answer

  Date: 04/10/2025

  Complaint: 23146972
  
  I am rejecting this response because:

  It was not until I drove the car when the misfire hall started. It did not misfire sitting still in their garage. Immediately after getting the removal of the interlock out of my Jeep Wrangler when my Jeep started to misfire. It did not misfire until I moved the vehicle. When I got the interlock taken out the car and they had me sign the papers my Jeep was in their garage Stationary, it was never taken out of park. Cut it on signed the papers. When I drove it up the road thats when it misfired and the check engine light came on.
  

  The mechanic who took out my interlock told me it took him longer than usual to remove it because of the way it was installed and asked me where I got the interlock installed. I got it installed in **************, ** and removed in ************, ***

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

  

  Business Response

  Date: 04/10/2025

  Hello, per our prior responses, the ignition interlock system was removed on Monday, March 24, 2025. At that time the vehicle was inspected, and you signed off that everything was in working order. Your account shows that you did not contact Smart Start on the day of the removal, or at any time thereafter, until we received this BBB complaint on April 4, 2025, eleven days later. If you had immediately gone back to the shop or contacted Smart Start, we would have had the opportunity to re-inspect everything, however, this was not done. Based on the inspection that you signed on March 24, 2025, your request for $4,000 in vehicle repairs and car rental fees is denied.

  Customer Answer

  Date: 04/10/2025

  Complaint: 23146972
  
  I am rejecting this response because:

  As stated; My jeep started to misfire immediately after I left from the removal of the interlock. The mechanic stated it took him longer to remove the interlock due to the way it was ran. I did not know why my jeep was misfiring upon leaving the smart start location. Smart Start is not a mechanic shop equipped with the stuff the dealership has to perform a diagnostic on a car. If I took the jeep back to smart start they would not know the reason of the misfire until it was diagnosed. I scheduled the next available appointment with the dealership which was a week out. My Jeep was in drivable and still is. When jeep dealership diagnosed my Jeep thats when I called the shop at ************ and could not get them on the phone so I proceeded with the complaint. I called the smart start location multiple times at ************ and they did not answer the phone. That location that removed my interlock the gentleman there was very rude from the moment I arrived and tried to have a conversation with him about a scheduled 8AM that I arrived to before 8AM, he was distracted, and the way he was asking about the install and telling me let him see if he can remove it makes me feel like he was struggling. I had to ask him to remove the residue from the camera being mounted to the window he left that up there, I had to ask him to let me see my car start up. The employees were distracted, they had two young children in the shop that they were trying to watch over while working. One was in an infant age in a car seat not old enough to walk and the other was around the age of 3 or 4. 
  

  Once Jeep dealership diagnosed my car with the problem I did try and call the shop and speak to the mechanic, but I was unsuccessful on getting them to answer the phone. I spoke with my lawyer and I proceeded to put the complaint in because I am out of a car and paying for a rental out of my own pocket. Even after the complaint was in I was still calling the shop because I wanted to speak with the guy who removed the interlock and I finally got ****** ***** on the phone and he was talking to the guy who did the removal and the guy who did the removal would not get on the phone with me and said theres nothing they could do. 

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

• Initial Complaint

  Date:04/03/2025

  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 needed to have an interlock device installed in my car. I live in ******** and I was informed that I could get it done for free if get it done in ******** so I set up the appointment for Smart start in *******************. After I got it installed, they want to charge me $176 even though I explained to them I was told the only why I came down here is because I was informed it was for free I called the customer service who told me it was for free and now it's no longer free or it never was supposed to be free and I was provided incorrect information by the customer service agent. I requested that a supervisor review my recorded calls because it's not fair to me that I'm being charged for something that I was told for free **** also wasted time coming 100 miles away from home to get it installed for free.

  

  Business Response

  Date: 04/18/2025

  Hello, after reviewing the telephone calls it has been determined that you were told that the installation would be free due to a "special" being offered in ********. Since the installation was done in ******** the $68.90 installation fee will be credited to your Smart Start account. During the review of your account, it shows that you were charged a violation lockout fee on 4-8-2025, since you are a new customer, this will also be credited back to your account as a courtesy. The other charges on your account are for the monthly lease and two state mandated charges, this leaves a past due balance of $107.97 on your account. Please contact our credit and collections department at ************ regarding these charges.

  Customer Answer

  Date: 04/27/2025

  Complaint: 23157113
  
  I am rejecting this response because:
  The installation fee was $176 not 68 which they were willing to credit me. Am I also did not see the refund for the lockout fee for going to a car wash?
  
  Regards,
  
  ********* *****-***

  

  Business Response

  Date: 05/05/2025

  Hello, your account shows that the installation fee of $68.90 was credited back to your account on *********. You also had a violation lockout fee of $53.00 that was credited back to your account on *********. The account further shows that you had two violation lockout charges that were credited back to your account on April 21, 2025. If you have any questions about your account or would like a detailed statement, please contact our credit and collections department directly at **************

• Initial Complaint

  Date:03/31/2025

  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 have now filed two incident reports, (the first on 3/15, for an overcharge of $140 that happened prior on 1/21/25 and the second on 3/25 for another wrongful charge of $135). There is no way to contact by phone and the emails were not responded to in the 5-7 days. I am forced to pay the fees without any correspondence from Smart Start.

  

  Business Response

  Date: 04/11/2025

  Hello, your account shows that you were sent responses to two incident reports, both having been sent on April 1, 2025. The responses state:
  

  1. You had a scheduled appointment March 21, 2025; however, you did not come in for service until March 24, 2025. As a result you were charged for the missed appointment fee.  The grace ****** has to do with the vehicle going into service lockout as required by the State and has no effect on the scheduled service date. Due to the missed appointment, a credit is denied for the missed appointment fee.
  

  2. Your incident report was received, and the account was reviewed.  The account shows 2 unlock codes were activated, one on 1/19/2025 at 6:10 pm and a second unlock code on 1/21/2025 at 12:42 pm. Your request for a credit is denied.

  Based on the notes in your account and the responses you were sent in response to the incident report, all charges are valid and your request for a refund remains denied.

• Initial Complaint

  Date:03/28/2025

  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.

  They made me pay for a months service when I was having it removed I want my money refunded

  

  Business Response

  Date: 03/31/2025

  Hello, the ignition interlock lease fee is charged on a monthly basis, we do not prorate this lease charge. Our records show that you had the interlock installed on March 20, 2025, at which time you paid the monthly lease. The interlock was removed on March 27, 2025. Your request for a refund is denied as this is a normal and customary charge in accordance with your lease agreement.

• Initial Complaint

  Date:03/28/2025

  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.

  Recently signed up at the agreed amount of $50 twice a month. Less than a month later they change the price to $54 due to inflation, which is ridiculous since prices haven't gone up yet. They aren't using the money to give their employees a cost of living raise, so where is this extra money that they have to charge going? This is just like the egg companies taking advantage of a bad situation and using it to increase their profits by ripping people off.

  

  Business Response

  Date: 03/31/2025

  Hello, the account shows that the ignition interlock was installed on February 14, 2025. The lease price was set at $50.96 (plus tax) and was at this price during the last service performed on March 26, 2025. Smart Start is in the process of increasing the lease rates in accordance with the signed lease agreement. Customers are being notified of this pricing increase. 

• Initial Complaint

  Date:03/27/2025

  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 am filing this complaint against Smart Start **** due to unfair and unauthorized charges after I completed all court-mandated requirements for use of their ignition interlock device. Despite fulfilling my legal obligations as indicated in official documents from the State of Texas, Smart Start has continued to charge me and has delayed removal of the device.Details of the Complaint:My probation requirements were completed, and the court documents from the State of Texas specify the end date of my required use of the interlock device.Despite this, ********************** continued to charge me lease fees for the device.They also charged me for recalibration and unlocking after the probation end date, which I believe is inappropriate and unnecessary.On 3/24/2025, I was charged again, even though I was no longer required to have the device.I am requesting that the amount I paid today be credited toward the cost of removal of the device from my vehicle, since I am no longer court-mandated to use it.I have attempted to address this directly with Smart Start, but the issue has not been resolved. This feels predatory and adds financial burden after I have already completed everything required by law.Desired Resolution:A refund of all charges incurred after my probation officially ended.That today's payment be credited and applied directly to the cost of removal.That Smart Start discontinue any further billing and schedule the removal promptly.A written acknowledgment that these charges were made in error and assurance that this issue will not continue to affect other customers.

  

  Business Response

  Date: 03/31/2025

  Hello, the customer's account shows that ********************** received removal authorization on March 25, 2025, from her monitoring authority. The authorization states that the interlock system can be removed on or after March 25, 2025; therefore, Ms. ******* will need to call and schedule the removal as soon as possible. Smart Start can be reached at **************. The interlock system is a leased product, and billing will occur as long as you are in possession of the system in accordance with the signed lease agreement.