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 West Houston

  1211 Upland Ste H Houston, TX 77043

• 

  Smart Start

  1528 W San Pedro St #5 Gilbert, AZ 85233

• 

  Smart Start

  9950 W Van Buren St Avondale, AZ 85323

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/25/2025

  Type:Billing 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 am not perfect by any means. I have had some duis which is why I needed smart start services to begin with. I have turned my life around and have not had a drop of alcohol or drug in over 4 years. I did however regrettably have to do some prison time. My truck had broken down and the device had to be removed smart start service center would not even take my device back until I paid my past due balance, I was falling under financial hardships in the middle of the Covid 19 crisis and had recently had a child so I had no way to pay in the meantime I went to prison and racked up a insane bill for having their equipment while I was incarcerated which I did try to return to one of theyre service centers which is no longer in business I deeply regret ever even being in the position to have to use smart stars service but I feel they are taking extreme advantage of a bad situation I would be willing to pay for part of the bill but not all of it especially when I did try to work with them just because it involves driving doesnt mean they should intentionally be trying to make peoples lives miserable

  

  Business Response

  Date: 02/28/2025

  Hello, our ********************* has approved waiving the balance of $1,550.00 plus the balance of monthly charges. This results in the account having a zero balance.

  Customer Answer

  Date: 03/03/2025

  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:02/24/2025

  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.

  Device was installed on July *******, taken out 1-24-2024. They will not send in my paperwork to **************. Mo dmv so I can get my license back.

  

  Business Response

  Date: 03/10/2025

  Hello, the notes in your account show that you were emailed the following information on February 25, 2025: Thank you for contacting Smart Start. We have reached out to ****** and they have informed Smart Start of the Following: 
  This citizen did not complete all their reinstatement requirements until 02/13/25. They will need to install an IID for a minimum of 6 months or until certified as violation free. You will need to reinstall the interlock and complete DOR's requirements. You were also instructed as follows: You will need to speak with DOR as this is the information we had received.  You can contact MO DOR at *************** to confirm all requirements. 

   

  Customer Answer

  Date: 03/11/2025

  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:02/21/2025

  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 been with SmartStart ignition interlock for over five years now. I went to have my breathalyzer service today and there was a hidden $55 charge for not having it serviced on a certain day that there is an appointment setby smart start not by the customer. They sent an email which I had to go back and find. The email stated their fees were rising for certain things. It didnt specify and I had a link to go to their website and you get to their website. You have to jump through hoops to be able to find out what the price increases are. Myself along with multiple other people at the same service center just in the timeframe I was there had the same issue smart start wanted $55 and you cannot get your unit calibrated unless you pay them the $55 this feels like a strong arm tactic to me I feel Taken advantage of, upset, frustrated. I dont think this is the right way to do business. If you dont pay him the money, theyre telling you you have to pay them no way around it. Your vehicle will go into lockout mode and you will not be able to drive. You will not be able to start it. The ignition will not work nothing. So in the end, Im basically trying to report them for charging fees, hidden fees and then strong-arming people forcing them to pay or they cant drivetheir vehicle home.

  

  Business Response

  Date: 02/21/2025

  Hello, Smart Start implemented a missed appointment fee and sent email notification to our customers. As a courtesy, we have reversed this fee. Please be sure to check your account so that you are aware of your next scheduled appointment.

• Initial Complaint

  Date:02/19/2025

  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 lawyer referred me to Smart Start as he said it has less issues of malfunction and response time then other companies and I trust him so I went with it. I also went to a stereo shop that did several car ************ company installation and calibrations. My goal was to have a no negative report, pay every bill, and file a motion for early removal which I was able to do with a ton of hiccups. Those hiccups being how the handheld device was installed. For 6 months the breathalyzer malfunctioned on me and wberytime I went to the headquarter they said it was my *** battery that was "too" strong for the device. The device would just not follow any of the rules I was taught through videos and often put me in dangerous situation while driving because I was so freaked out of missing my blow. I never drank alc. So that wasn't even an issue, it was blowing on time. *************************************************************** 3 min, sometimes 1 minute, and often just said BLOW with no countdown. Nobody would fix it. I wrote notes the whole way through on my client portal. I took pictures and video of the device while driving so that I could not be blamed for it's constant malfunction. I finally recieved a review and no negative report for my 6 month early removal and the judge signed it off and my license is reinstated as valid with no restrictions. I paid every bill and the removal and last month fee, but now I'm getting calls and one email that I owe $139??? For what? And shouldn't I have been told this before approval for removal and no negative report? At the removal at a Smart Start Corp. Location they reviewed my billing and said I was all paid up and removed the device. Now 4 months later I'm getting calls from road guard (never used them) and Smart Start claiming I have a owed balance? I can't even pay it now and I haven't been sent any info on how or why I even owe this when I paid every month and until removal of the device.

  

  Business Response

  Date: 02/24/2025

  Hello, your account was reviewed by our Credit and *********************** our records show you had a balance of $303.49 for charges from 10/9/2024 10/28/2024, and that you made a partial payment of $163.50. This left a remaining balance of $139.99. Please contact Smart Start at ************ to resolve this issue.

  Customer Answer

  Date: 02/25/2025

  Complaint: 22959453
  
  I am rejecting this response because: Smart Start did not notify me of any remaining balance at time of removal of my device. ********************** told me at their corporate Portland office at my removal of the device that all was paid up to date and done. I paid it right then and there. I was not told their was any further balance and my account did not reflect a balance at that time. 4 months later I'm getting notification of a balance due to their lack of proper accounting. I had the money then to pay any fees and balance in order to remove the device and now I do not and cannot pay that amount! I still don't see a document of why I owe this remaining amount or an invoice as to what the amount is for. 
  
  Regards,
  
  ******* ******

  

  Business Response

  Date: 02/28/2025

  Hello, per our prior response, please contact our credit and collections department at ************ to resolve this issue. They will be able to provide you with a full breakdown of your transactions.

   

  Hello, your account was reviewed by our Credit and *********************** our records show you had a balance of $303.49 for charges from 10/9/2024 10/28/2024, and that you made a partial payment of $163.50. This left a remaining balance of $139.99. Please contact Smart Start at ************ to resolve this issue.

• Initial Complaint

  Date:02/17/2025

  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.

  This company is absolutely horrible! I would never recommend them to anyone.Their customer service is beyond awfulIve reached out ************************************************************************ fixing my issue. They claim their device works with electric cars, but that is a complete lie. I have a Tesla, and this device constantly shuts my car off and locks me out. Its completely unacceptable!To make matters worse, I just had to pay almost $600 in fees and lockout costs plus the fee for the auto shop because of this issue. I have submitted the reimbursement form four times, yet I have never heard back from anyone. They say theyll help, but its nothing but empty promises.I need someone to call me and resolve this immediately.

  

  Business Response

  Date: 02/19/2025

  Mr. *** has had multiple communications with Smart Start staff and is in communication with our Field Technical Support Manager who has provided Mr. *** with his direct cellphone number and email address. 

  Customer Answer

  Date: 02/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. I am looking to get reimbursed for the issues that I have been having due to Smart start not giving me the proper equipment to be installed into my electric car.
  
  Regards,
  
  ********** ***

• Initial Complaint

  Date:02/17/2025

  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.

  Ive given up on the toll free # as Ive sat on hold for over 20+ hours and keep getting the run around. *heres a device on my vehicle for my compliance and I've had nothing but issues - keeps locking me out even when I don't miss a test and has even triggered the anti-theft code and have had to tow vehicle *WICE per instructions of Smart Start. *hey can even look up our chats as we followed their directions to the * with them letting us know you'll be reimbursed if it's the device's fault and when we asked for reimbursement its been denied *HREE times even though I took vehicle to a third party mechanic (per Smart Starts instructions) and I have a diagnostic report saying it was of no fault of the *** equipment (van) and the device was at fault. *he ******, ** location i take van to and assigned to will not even talk to me and told me when van was toed in and I quote its your van not not our machine. Your van is old and s***** (2019 ***** express work van so no its not glamorous but very proud of it and keep it updated) *his is NO WAY to speak a customer - even if there for a Blow and go we should still be treated with respect. Ive called the 800 line and tried to dispute the denial and also asked for an area manager. Yet I get no assistance. and no call from a manager. I've lost no less than 2 weeks of work while van is locked out because you cannot get a hold of anyone for a code or its at the shop fixing/recalibrating the machine. I want my money back - $200+ dollars for a tow and around $100 for the mechanic.Its simple. We just want to be reimbursed for the tow and mechanic bill. Which PS the mechanic said the machine was hooked up incorrectly and said the installers cut through our main power harness and therefore VOIDED ANY REMAINING WARRAN*Y. I dont even want to deal with this. I just want my money back for tow/mechanic. IS ANYONE LOOKING at the proof we send in??!!! We followed their instructions but keep getting a canned response

  

  Business Response

  Date: 02/18/2025

  Hello, the notes in the account show that you were sent the following response to an incident report that you submitted: "We have placed your description of the event as a note on your file should it ever be needed in the future.  Unfortunately, the reimbursement request for the tow of ****** and diagnostic of ***** has been previously declined by state management as our technicians did not find anything that would place our device at fault in regards to the claim." 

  Customer Answer

  Date: 02/18/2025

  Complaint: 22939427
  
  I am rejecting this response because: they NEVER inspected their device NOR shown proof it wasnt their device and it was my vans issue YET I have a mechanic note (per their instructions to take to one) that says it WAS NOT my van and it WAS their device. Is ANYONE looking at my proof??!! They are just trying to scam us!! Is this really how this business runs?!  they tell you to follow instructions, you do so and then they just keep denying your claim with some boxed answer??!!
  
  Regards,
  
  ******** ********

  

  Business Response

  Date: 03/10/2025

  Hello, per our ************ Manager, ***** ****, he is waiting for the customer to contact him directly once the vehicle is at the dealership as agreed upon. The customer has ******* email address and direct number. Once the vehicle is at the dealership ***** will go to the dealership to inspect it and make a final decision.

• Initial Complaint

  Date:02/12/2025

  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.

  We had an appointment on Friday at 12:30pm to pick up a portable device in accordance with the court order. Once we arrived we were told that the device on hand was not calibrating and could not be given to us. They said they would overnight ship another one but since it was a Friday, we would have to wait until Monday to pick it up. (which is past the court ordered time period) Monday comes and they still dont have the device, Tuesday comes and they still dont have the device due to inventory issues. Our lawyers recommended that we get SmartStart to provide documentation that they are at fault in order to prevent any violations of probation. They absolutely refused to provide such documentation. One of the customer service representatives (Named ***) essentially called me stupid. I was on the phone with them for over two hours trying to get this letter that our lawyers say they are capable of producing only to leave with a two line text message stating that we dont have the device. Nothing about their inventory, nothing stating they are at fault. **************** repeatedly told me that the next department they transferred me would be able to do it, but when I spoke to the next person, they would just pass me to another department. They refused to let me speak to a manager or supervisor. One even stated that she did not have a supervisor. All we wanted was documentation that we are not at fault so we can remain in compliance and not have any more issues, but they just kept refusing. This place should be shut down if they cannot provide the devices they are supposed to be supplying in a timely manner.

  

  Business Response

  Date: 02/18/2025

  Hello, I apologize for the poor customer service you experienced. This situation has been brought to the attention of our senior management and is under review to determine what changes we need to make in our processes. The account shows that no charges were assessed, and no payments were made, therefore the account is at a zero balance. 

  Customer Answer

  Date: 02/18/2025

  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:02/12/2025

  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 son has an Interlock on his car we need to have it calibrated the location we go to is moving and no longer open the new location won't be open until February 18 and his lock out date is the February 15 it will stop the car from operating we would have to call them and pay ***** dollars to have them unlock it. We made the appointment for February 10 10am we went there and it was not open. Now they tell me I have to drive 45 minutes to an hour away to get it calibrated this is what my complaint is. This is their fault. I understand don't drink and drive but that no way to treat people. They shouldn't be able to treat people like this.

  

  Business Response

  Date: 02/14/2025

  Hello, the account shows that you contacted Smart Start and were provided with several options to obtain service in your area. You can also visit our website at ******************************************************************************** or ****** Maps. If the device is not serviced within the timeframe required by the state the device will enter lockout mode and you will be responsible for payment of any additional fees. 

• Initial Complaint

  Date:02/11/2025

  Type:Billing 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 took my vehicle in for service on 2/11 to ********************** for my monthly calibration, paying the $25 dollar shop fee. I was disabled automatic payments as I pay in advance and was payed through 3/8. I was handed a invoice from smart start at the center saying I owe *****. It also shows up as past due in my portal account. Upon calling their credit department a rude lady basically told me I would have to pay that amount as it was put in by the shop and there is no way to change it. I did not request to add two weeks to my account, I switched to manual payments exactly so I could pay ahead of time and this company could not try to say I owe them amounts I do not. This charge needs to be removed and going forward I do not want this company trying to say I have an outstanding balance when I am payed a month out.

  

  Business Response

  Date: 02/21/2025

  Hello, per the notes in your account our credit and collection department has reached out to you to resolve this issue.

  Customer Answer

  Date: 02/25/2025

  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:02/11/2025

  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.

  Business is not removing a device. **************** representatives (s) are not helpful I call all the time. The representatives do not understand the questions, and they do not know about the laws. Every time I call they are located in the *********** and have no clue how to assist someone.

  

  Business Response

  Date: 02/18/2025

  Hello, our records show the ignition interlock was removed on February 14, 2025. Our credit and collections department reversed the two additional monthly charges that had been assessed, this brings the account to a zero balance.