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Business Profile

Interlock Devices

Smart Start Canada

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Interlock Devices.

Complaints

This profile includes complaints for Smart Start Canada's headquarters and its corporate-owned locations. To view all corporate locations, see

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Smart Start Canada has 2 locations, listed below.

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    Customer Complaints Summary

    • 25 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/02/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 hand set provided by smart start to take my breath sample stopped working. I had to get my car towed, at my expense to the local technician. The tech diagnosed the system computer was at fault and needed to swap it out for another. The tech suggested as it was 100% a smartstart issue i should ask for a refund. I was denied. Does not make any sense to me or the technician

    • Initial Complaint

      Date:06/02/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 the fith of feb. my wife and i were at bingo at 4 oclock i went to start my car and the red light came on another 65 dollors for something that is not my fault,its steeling ,you understand that its steeling,you shoud all be ashamed

      Business Response

      Date: 17/02/2023

      Smart
      Start has contacted this client and explained the situation in further detail.
      The client was very understanding once the details were provided.

    • Initial Complaint

      Date:03/01/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Sunday morning, I called smart start because my box keeps turning on and off and in order for me to start the car I have to wiggle /twist the cord in a specific way and hold without moving until the green light shows up and Indicates that I can blow. This can take up to 10 min and is so frustrating. I was told that it was mostly a cable problem and they could fix it free of charge. So Monday morning I call again hoping to book an appointment so I can go get that fixed but it was a Holliday and the shop wasn’t open. While I was on the phone with the customer service I told her my problem once again and asked if there’s any alternative and she LITERALLY said that if it turns off while driving to just play with it and hope for the best… LIKE ARE YOU OUT OF YOUR MIND… I’m on a highway going 110 mph and you want me to shift my focus on the road and have both of my hand on the box twisting it until it turns on again…?? Because that’s the only way I can get it to turn on again by having both hands on the devices and the cord… I was in shock when I was told that fast forward I called again this morning, and requested a call back … 2 hours later I get a call I pick up but then I hung up by mistake.. I was sure I’d get a call back right away especially if the office know the dilemma I am in but to my surprise no call. I phoned them maybe 10 minutes after and requested another call back from them which they did . So now I’m finally with a costumer service on the phone and she’s asking me how can she help.. so to my curiosity I ask her aren’t you supposed to know that already especially after I spoke to 2 other workers that’s when she told me that she had to ask because there was nothing in my file mentioning the issue I was dealing with..” like can you believe this…” absurd. So I had to tell my issues for the 3 time agai I had to repeat myself and luckily the shop that got appointed to was available and now I’m getting ready to go there and hope for the best that my car even makes it.

    • Initial Complaint

      Date:30/12/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 31, 2022, an ignition interlock device was stolen from a locked vehicle that does not belong to me, but I have the authorization to use it. I have signed a contract with Smart Start Canada to lease an ignition interlock for my vehicle. An initial police report was filed immediately following the incident; however, the information was inaccurate, and a new police report was filed on December 19, 2022. When I reached out to Smart Start, I was told that I would have to pay $728 to replace the device; however, as per line 6 of the contract signed with Smart Start, a monthly insurance fee is paid to cover the cost of the device if stolen. This information was forwarded to someone named ****** ******** (***********************************) in the finance department of Smart Start on December 19, 2022, and they have yet to reply. I am also charged $110 per month for every month that the ignition interlock device is still in the vehicle.

      I have attached a copy of the police report that reflects the accurate information and a copy of the installation agreement with Smart Start.

    • Initial Complaint

      Date:29/12/2022

      Type:Product Issues
      Status:
      Unanswered
      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.
      December, 29th, 2022 @1 pm.
      Smart start booked my in for an install of a blow box.
      I drove 4 hours on bad roads and organized a babysitter and ride there.
      When I got there they told me they cancelled the appointment because the ministry of transportation is closed. But they knew it would be closed today so why would they book it anyway..
      They never got ahold of me to tell me that my appointment is cancelled or anything.
      It ruined all my holiday plans, also now I have to drive back and organize another babysitter and ride.

      They've also denied me multiple refunds.
      I wanted refunds because my battery died in my truck twice about both times I was charged a 50$ fee for a violation.
      But I never violated anything, my battery just died in my truck and they refuse to give me any refund at all or even a discount.
      When I got a blow box removed they charged me for an entire month and it won't count against my time needed with a blow box. So I paid for a service I didn't use or get credit for, which is unacceptable.
      This isn't a good way to run a business.
      They also have zero competition, no other company does what they do in Canada, so they just treat customers however they want because the customers have no other options available. If you don't deal with smart start you can't drive, I believe this is a monopoly and that is against our rights.

    • Initial Complaint

      Date:19/12/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      1. Online they proudly and boastfully say “Canadas #1 choice!” - Ha like we have a choice.
      2. They are next to impossible to get someone on the phone.
      3. The system that we are forced to use and even when jumping through all the hoops following the “rules and regulations “ is faulty. Has cost me a job left me stranded on the side of the rode in -30*c weather causing frostbite to toes and fingers ps yes I had proper winter clothes oh and a reliable vehicle!!!! Oh and due to their faulty programming!!!!
      4. Last night literally almost ***** killed me while driving horrendous blizzard road conditions through the Rocky Mountains going of while I had to VERY CAREFULLY ATTENION TO THE ROAD BECAUSE ONE SLIP AND IM ****** dead flying of a cliff!!! Sorry but it’s 2022 and there is technically out there on our phones that can tell road and weather conditions!
      5. Rude employees
      6. Not having the proper information online ie they don’t start calibrations until 2pm or that they do not expect cash and it’s debit only.
      7. Not installing the idle option and charging you for it. As well as not instructing you on how to ingage or use the option.
      8. Giving the WRONG ******** manual for the device that you had installed.
      AND FINALLY
      9.THIS IS ONLY MONTH ******* ONE!! Yay thank God I get 11 more lovely months of dealing with QUOTE CANADAS #1 interlock provider!

      Business Response

      Date: 03/01/2023

      Smart Start
      has contacted this client and explained the situation in further detail. The
      client was very understanding once the details were provided.

    Smart Start Canada is NOT a BBB Accredited Business.

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