Business ProfileforSmart Start

I have had a Smart Start Interlock Device in my vehicle since September 2023 with no violations, no missed payments, nor infractions related to the device. At the end of January of this year, I was ordered to go to a 30 day inpatient rehab located in another state. I prepaid my monthly fee, parked my vehicle in its assigned parking spot (indoor parking garage), and went away. I returned home the 4th week of February to find that my car was in lockout mode. I called the ***** number and was told the only way for my vehicle to be brought back to normal standing is to pay $35.00 for a lockout code, followed by a trip to the Service Location to pay another $23.85 along with $20.00 early service fee. I sent two seperate emails to the company in regards to the unjustified lockout of my vehicle along with a request to refund the fees I had paid. The first email that was sent to me was a copy/past of their rules and policies which did not apply to my situation. I sent a second email a few days later with proof of my rehab stay (attached below) to which I received THE SAME copy/paste email. When I speak to live representatives, they offer only the email route which was tried twice. I was also told by one representative that this may be from the state, however the state did not put my vehicle in lockout and a number to call the applicable party in that case was not provided. I am disappointed that not only am I being unjustly charged, but I fear that this may also be marked down in their system as a lockout event which is not the case. I have never had a justified lockout event to date with this device in my vehicle and my account was fully paid and active at the perceived time of lockout while I was away. I went as far as to advise a live representative that reporting this to BBB would have to be my next alternative to which they responded, we can only advise you to try to send another Incident Report Email. I look forward to BBB's help in resolving this matter.