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

  120 E Borden St Cookeville, TN 38501-5211

• 

  Smart Start

  2415 Highway 41a Byp Ste A Clarksville, TN 37043-3936

• 

  Smart Start

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

• 

  Smart Start

  1528 W San Pedro St #5 Gilbert, AZ 85233

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: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.

  Instead of reporting a failed test on their system because of faulty equipment they charge us to replace their equipment. They also charge for a eronious fail the 3 or4 minutes later is a pass. We have paid for three new units so far and all of them do the same thing. Fail and a couple minutes later on a retest pass. They threaten to kill the ignition system unless we pay their fine. Anywhere from$80 to $140. They say they want to see you keep your license so this fee will make the fail tests unreportable. I feal this is a form of cohearsion and kind of like blackmail.

  

  Business Response

  Date: 03/28/2025

  Hello, the data logs show multiple positive alcohol tests on several occasions that resulted in the ignition interlock device going into lockout mode. Please be aware that the state establishes the program rules and regulations, including the alcohol threshold that constitutes a positive test, and the lockout requirements. If you wish to challenge the data, you must contact the state to do so. The data logs show the device was functioning properly. Smart Start does not charge a unit replacement fee, and we will swap equipment at the customer's request. The account shows that an incident report was also filed, and after review of the data logs the violations were deemed valid. The request for refund/credit of the violation fees is denied.

  Customer Answer

  Date: 04/05/2025

  Complaint: 23109784
  
  I am rejecting this response because:
  The positive test results were because of faulty units that the company replaced and charged us for. Also charged a fine for faulty test results. My son has not touched alcohol for 8 years. He had 2 or 3000 negative test results taken every four hours while he had that unit and the courts pulled it because of test results
  Regards,
  
  ***** ******

  

  Business Response

  Date: 04/08/2025

  Hello, per our prior response: the data logs show multiple positive alcohol tests on several occasions that resulted in the ignition interlock device going into lockout mode. Please be aware that the state establishes the program rules and regulations, including the alcohol threshold that constitutes a positive test, and the lockout requirements. If you wish to challenge the data, you must contact the state to do so. The data logs show the device was functioning properly. Smart Start does not charge a unit replacement fee, and we will swap equipment at the customer's request. The account shows that an incident report was also filed, and after review of the data logs the violations were deemed valid. The request for refund/credit of the violation fees is denied.

  The ignition interlock device is an alcohol specific device and was functioning properly in accordance with the state requirements. As stated above, if you wish to challenge the data you will need to do so with state authorities, as they establish the program rules and regulations.

• Initial Complaint

  Date:03/24/2025

  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.

  *** reached my eligibility date to get off ignition interlock march 8th 2025 . Smart start keep telling me Penndot extended my time for 2 months when thats not true . As of 3/18/25 I have an authorization letter from Penndot of an eligibility date of 3/18 . Smart start suppose to honor that. I went into lock out for 2 weeks due to my car being broken into an trying to steal. Which damage my alternator due to the machine an the guys not knowing the car wont move unless u blow in the device. I also got ah police report of the incident / DC # ************. Also gave proof of this to smart start an Penndot . A still smart start saying my eligibility date is not what ******* says 3/18 its 4/27 . This is beyond me a they still trying to make me pay when I was only sheduled to do 12 months. No violations

  

  Business Response

  Date: 03/28/2025

  Hello, our records show that the ignition interlock device went into 'Service Lockout.' This is due to the client not returning within the required time (02/17/2025). The vehicle was serviced on 2/26/2025, this resulted in a violation being reported to the state which extended the interlock requirement. Per our Operations Manager, if this client can provide a police report for stolen vehicle and any repair work orders we may be able to adjust his reports to allow for us to submit the DL 380 to *********
  

  Customer Answer

  Date: 04/01/2025

  Complaint: 23093641
  
  I am rejecting this response because:
  
  Regards,
  
  ***** ********.  Ive been submitted the the police report DC# with proof , because smart start responded a said they cant do nothing with my response I have to take it up with Penndot. Point of the matter is as of 3/18/2025 from Harrisburg Penndot says Smart start is supposed to take the ignition device out my car . Thats from ****************************************!!!!!!!!!!! I will be proceeding with civil matters due to the inconvenience of Smart Start 

  

  Business Response

  Date: 04/23/2025

  Per the notes in the account dated April 19, 2025: 

  -THE COMPLIANCE TEAM SENT 2 EMAILS TO CLIENT EXPLAINING THAT SS IS JUST FOLLOWING THE PA LAW IN REGARDS TO COMPLIANCE
  -THE CLIENT WAS PROVIDED BY ******* AN ELIGIBILTY DATE FOR FINAL DOWNLOAD FOR 60 DAYS REVIEW IF THE CLIENT IS IN COMPLIANCE FOR 60 DAYS
  
  RESO: ENDED THE CALL BECAUSE THE CLIENT IS NOT LISTENING AND IS SPEAKING A LOT OF PROFANITIES
  -ADV CL THAT SS IS JUST FOLLOWING PA LAW IN REGARDS OF BEING COMPLIANT
  -New end date 4/27/25 due to client going into SERVICE lockout on 2/17/25

  Customer Answer

  Date: 04/23/2025

  Complaint: 23093641
  
  I am rejecting this response because: they full of it Im suing plain a simple . That making they own laws to get more money out of people . Other people complain as well about smart start see yall in court respectfully.
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged a $55 missed appointment fee when I never scheduled an appointment. The device picks a random day and does not offer the consumer an opportunity to choose a day that works to have the data download performed. I was out of town on 2/20/25 and went the next business day the service center was open (2/24/25). There was no lockout on my device at all. My contract makes no mention of any such fees for missed appointments.I've called their customer support and got the run around - submit a incident report on the app - just delay tactics. I got one response, but only that I missed appointment and no refund offered. It's a total scam. They set an appointment without the consumers agreement, charge if you 'miss it', and if you don't pay the fee, they would lock the device with another charge to unlock.This company thinks they have an open ticket to the customner's bank account.

  

  Business Response

  Date: 03/27/2025

  Hello, your account shows that you were in for service on December 20, 2024, at which time your next appointment was scheduled for February 20, 2025. This appointment date was listed on your service receipt and shows in your online client portal which you use to make payments. The missed appointment fee was properly assessed since you did not come in for service as scheduled, rather, you came in four days late on February 24, 2025. Smart Start allows for appointments to be rescheduled at no cost if you call at least 24 hours in advance of your appointment date. Your request for a refund of the missed appointment fee is therefore denied.

  Customer Answer

  Date: 03/28/2025

  Complaint: 23093960
  
  I am rejecting this response because our contract makes no mention of appointments or missed appointment fees. You clowns are a bunch of thieves.

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

  

  Business Response

  Date: 03/31/2025

  The Smart Start contract, page one, "CONTRACT CONDITIONS" / Certificate of Acknowledgement and Acceptance of CONTRACT Conditions and Equipment, states in part: "I understand Smart Start may change the terms and conditions of this service agreement at any time without notice."

• Initial Complaint

  Date:03/24/2025

  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 had a interlock installed in my vehicle on March *******,eight to ten minutes after I left the shop my vehicle started violently jerking and I couldn't drive past twenty five miles a hour(we were on the highway).I repeatly tried to call the shop without a response.I was there from 8:30 to 12:15.When I got home,I called the numbers on the he paperwork and spoke to Mr *** in a different office.The technician advised me to take my vehicle a hour and a half away to another shop,and take it to a mechanic,I am simply asking for a replacement of the device at no extra cost to me in a timely manner.

  

  Business Response

  Date: 03/28/2025

  Hello, our device doesn't affect the driving capabilities of the vehicle, only the starting capabilities.  You can call your local shop to see if they can schedule a time for them to look at it. In the event the interlock was installed incorrectly, or is not functioning properly, we will make necessary repairs and/or unit replacement at no cost to the customer.
  
  

• Initial Complaint

  Date:03/24/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received non-compliance letter from *** stating my SmartStart lease was terminated. Letter states licence will be suspended on ************************************** good standing since device was installed. Tried to call 7 different SmartStart customer service numbers and am unable to reach a customer service representative. I need ********************** to send the required documents over ASAP to avoid suspension.

  

  Business Response

  Date: 03/28/2025

  Hello, per our Colorado Administrative Manager, this issue has been resolved.

  Customer Answer

  Date: 04/03/2025

  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:03/19/2025

  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.

  My handheld device has not reported any data to my probation officer since October 31, 2024.I visited a smart start center on 2-12 for a calibration. In my next visit to my probation officer in March I learned that the device is still not reporting. On March 12 I called customer service and was told to wait 3-5 days for a report and the device was working properly. 5 days later I called on 3/18 and was told a new device was being shipped for replacement.I am requesting a refund for my account ****************** in the amount of 547$ for all the time the faulty device has not been reporting causing issues with the court.

  

  Business Response

  Date: 03/31/2025

  Hello, our records show that reports have been generated on a consistent basis. If the monitoring authority has not received the reports please have them contact Smart Start. Most monitoring authorities also have online access to customer reports. The account does not show any reporting issues.

• Initial Complaint

  Date:03/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been waiting for my refund from smart start for 7 days now. They have told me it would take 3-5 days and there is no real person to get in contact with about the issue. I just want my refund back for 161.43$

  

  Business Response

  Date: 03/28/2025

  Hello, according to our accounting department, they have contacted the customer and have made arrangements to have the refund processed.

• Initial Complaint

  Date:03/18/2025

  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 had Smart Start Ignition Interlock installed in my vehicle for a year, and it was nothing but a nightmare. From the start, the device constantly malfunctioned, leaving me stranded multiple times and causing me to miss work. It would randomly lock me out, fail to display any information, and even set off my car alarm while I was drivingcompletely unsafe and unacceptable.When it finally came time for removal, I was overcharged $250, which was way more than expected. Worse, the uninstall process damaged my vehicle. My lights no longer worked, and my remote start was completely disabled. Smart Starts device isnt just unreliableits dangerous. I wouldnt recommend it to anyone.

  

  Business Response

  Date: 03/31/2025

  Hello, our records show that the ignition interlock was removed by a contractor of Smart Start which is allowed to set their pricing for removal services. If you felt this amount was excessive this should have been addressed with the contractor prior to the work being performed. Regarding the statement: Worse, the uninstall process damaged my vehicle. My lights no longer worked, and my remote start was completely disabled. Smart Starts device isnt just unreliableits dangerous; this was never communicated to the contractor or Smart Start until receipt of this BBB complaint. If there was a problem with the removal this would need to be reported immediately so that we would be able to inspect the vehicle and make any repairs necessary. Since this was not done, we have no way of knowing if a problem with the removal existed, or if there are other vehicle issues that are unrelated to the removal of the device. If you are stil experiencing issues, you will need to contact the contractor immediately to give them the opportunity to inspect the vehicle.

• Initial Complaint

  Date:03/18/2025

  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.

  On December 22, 2024, I was driving around running errands with my girlfriend. I blew into my ignition interlock at least 5 times that morning and "passed" every single time. After eating, about 30 minutes go by we ended up at Best Buy. I was looking for speakers to install into my truck. After finding out I needed to do more research me and my girlfriend leave Best Buy and sat in my truck so I could do some research on my phone. I blew into the interlock device and passed, following up by starting my vehicle. The 4 minutes go by I'm still searching the web to find out what I really needed for my truck. The device asks me to blow again, so I did. After blowing into it I got what's called a "VIOLATION" . My truck alarm went off and wouldn't shut off until I blew again, so I did and "Passed" I knew what this meant and I Immediately called the smart start company and told them exactly what happened. I even filed a report/claim with good detail. Since this occurred I had to pay almost $80 to have the device unlocked. I did not know this incident would have affected my device removal date. Come January 21st 2025, My removal date. I was rejected because of this incident and my removal date was pushed to 06/20/2025 . I was not ok with this, I called them many times and didn't get a single answer after being on hold with them for a total of 6 hours! I tell my probation officer everything and she has told me to not give up on this. I went to the *** and they even told me this is not okay but they cant do anything about it until the company hands them my 180 compliance report. And what is crazy this is not the first time this has happened. I was eating pizza one time on my lunch break when I was working and got a "VIOLATION" . I knew to not eat while blowing into the device after this so I had not done it since. As you can see I am very frustrated and I'm a very busy young man and I have little time to deal with this, Iv done nothing wrong and all I want to do is save money.

  

  Business Response

  Date: 03/28/2025

  Hello, the data logs show multiple failed alcohol tests on 12-22-2024 which is a violation of the rules and regulations established by the state and resulted in his interlock requirement being extended. Mr. ****** submitted an incident report and was denied a reversal of the violation lockout fee due to the multiple alcohol violations. Due to the positive alcohol tests the request for refund/credit is denied.

• Initial Complaint

  Date:03/17/2025

  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.

  This company automatically schedules appointments. Mine has always been on the 21st of the month. Then they give a leeway of 6 days. I went today on the 24th and they charged me a missed appointment fee of $55. I have been with them for 4 1/2 years and never have been charged this. I am only off on Mondays. So I went on the closest Monday. This has never been an issue. I did reach out to Smart Start they told me to file an Incident Report, which I did and have done before. I will like in the past get a denial from them five days from now. In the last year they have increased pricing by 50% and then do not respond on charges that are their fault. This company is getting out of hand. do a review search on them and you will find they have 98% 1 star reviews.

  

  Business Response

  Date: 03/19/2025

  Hello, Smart Start recently implemented a missed appointment fee. We attempted to contact all of our customers via email and/or shop notices; however, we are aware of some customers that were unaware of the new fee. Mr. ****** account shows that he was sent a response to his incident report on February 28, 2024, and that the missed appointment fee of $59.18 was credited back to his Smart Start account as a courtesy at that time. Regarding the increase in monthly costs, Smart Start implemented a $2.00 per month increase as allowed under the terms of the lease agreement. We strive to minimize price increases as much as possible.