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

  3801 N 35th Ave Phoenix, AZ 85017-4412

• 

  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:07/21/2025

  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.

  We are continually receiving lockouts at the cost of $79.50 with state sales tax. No explanation for lockout. Just one example was a fuse that blew in our sons car, called them with documentation and they refused to ***** the charge. I asked for a manager and supervisor to call, no call ever received. They need to be investigated for fraud, theft and embezzlement. just being ripped off by this outrageous fraudulent corrupt company. No way of contacting them. They make everything impossible to achieve any resolution whatsoever. I attempted to contact the previous CEO, **** ******* who never responded along with the current CEO ***** ******** who again no response. I want them not only investigated but all monies refunded by this corrupt company. My sons name is ***** ****, ******************************************. Thank you. ***** ****. ************ PLEASE PLEASE PLEASE SEND ME TO THE NEWS MEDIA TO EXPOSE THIS CORRUPT COMPANY. THEY NEED TO BE EXPOSED AND CRIMINALLY CHARGED

  

  Business Response

  Date: 07/21/2025

  Hello, I have reviewed your account which shows that you were charged violation lockout fees on seven occasions between August 2024 through July 2025. A review of each of these violations shows that the violations were due to skipped tests and/or failed alcohol tests. The state rules and regulations establish what events are considered a violation, not Smart Start, and our devices are programmed in accordance with the state requirements. When a violation is logged, the device enters lockout mode which requires an additional service so that the device can be downloaded,calibrated, and the data transmitted to the state monitoring authority.

  Regarding the claim of no way of contacting them smart start offers our customers several option on how to contact us with questions or concerns. This includes telephone, chat, email, client portal, form submission via our website, and in-person at any of our service centers. Our records show that Mr. **** has made contact with Smart Start on numerous occasions using the various communication methods available to him. The notes in the account show that you have utilized our incident report process in the past, please use this whenever you wish to dispute a lockout charge. Once we receive the incident report we will investigate the circumstances and review the data to make a determination of the claim. If the violation was due to a unit malfunction, we will reverse the lockout charges. However, if the lockout was due to a violation of the state program rules, vehicle issue, and/or misuse, the request will be denied. The incident report form can be found at ****************************************************************

  After reviewing the lockout charges and the data logs, all charges are valid and no refund is warranted.

  Customer Answer

  Date: 07/22/2025

  Complaint: 23629081
  
  I am rejecting this response because:
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:07/18/2025

  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.

  As many other reviews suggest, this company does everything to try to extend time past removal date/collect extra funds. On July 15 I placed a removal request. I was told it could take up to 7 days to process. Their website says 2 buisness days. I was charged ***** by them for this, and by July 18th they still had not contacted me back. I did the job I had already payed them for, contacted FLDHMV at ************ and had them email Smart Start telling them to allow me to remove the device. I was told an hour for that to go through by ****, and like clockwork Smart Start emailed me saying I could remove the device but would have to call their credit and collections and make a payment. I only paid two weeks after my final calibration as that would cover me through my removal date of the 23rd. My calibration was on the 9th. They now claim I have to call them while my device is being removed, in order for them to remove the other 60 bucks I supposedly owe for a service I will not need as the device is removed. Im not paying for a month of service I only recieved 2 weeks of I already paid for. This can be fixed before hand instead of wasting mine and the shops time as Smart Start does their best to make themselves uncontactable. I am requesting they remove the two weeks I will not be using from my account making me paid in full as I already am and not wasting mine and the shops time for something they obviously can fix now.

  

  Business Response

  Date: 07/24/2025

  Hello, the notes in your account show that on July 18, 2025, you were sent an email from the State of ******* which states: Please contact ************** to make your payments for removal. You are approved to remove on or after 7-23-2025. 

  The removal was done on 7-23-2025 so there was no delay in time between your removal eligibility date and the actual removal date. Your account shows you were current on the monthly lease fee, however, you were charged the standard administrative closing fee and have a past due balance of $59.80. As stated above, you will need to contact our credit and collections department to resolve this past due balance.

  Customer Answer

  Date: 07/25/2025

  Complaint: 23619340
  
  I am rejecting this response because: it is simply not correct. After my calibration on the 9th, a full month was loaded onto my smart start account which would cover me until august calibaration date. I did not pay a full month. I paid two weeks as my removal date was before that period would end. You are incorrect in stating that the overdue balance is for administrative closing fees. Those fees were 74 dollars i paid on top of the 2 weeks. The money you are claiming past due is the 2 weeks until my next calibration if i hadnt been approved for removal. I am not paying for two weeks of service I would have and will not ever use. The state told you to allow me to remove the device, my liscense is reinstated. Get your numbers right, realize the error and remove the $59 you claim is overdue for 2 weeks I did not need
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 07/30/2025

  Hello, per our prior response: the notes in your account show that on July 18, 2025, you were sent an email from the **************** which states: Please contact ************** to make your payments for removal. You are approved to remove on or after 7-23-2025. The removal was done on 7-23-2025 so there was no delay in time between your removal eligibility date and the actual removal date. Your account shows you were current on the monthly lease fee, however, you were charged the standard administrative closing fee and have a past due balance of $59.80. As stated above, you will need to contact our credit and collections department to resolve this past due balance.

  Again, please contact our credit and collections department, their direct number is ************.

  Customer Answer

  Date: 07/30/2025

  Complaint: 23619340
  
  I am rejecting this response because: repeating the same message is not going to change my response. I attached proof of paying administrative costs, this company does not view attachments. If my lease ammount was current as they say, and I paid the closing fee prior to removing the device I owe this company nothing. I will not be accepting their response or removing this complaint. They need to zero out my complaint, they have no avenue to collect as my liscense is fully reinstated, the state has already affirmed that I am done. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:07/17/2025

  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.

  I was locked out of my device after a week of no use for no apparent reason. Smart start charged me a 63 fee and told us we could ask the installer for the data to see why it occurred and submit an incident report. The installer said he has no access to the data and I need to reach out to smart start. The website they offer to dispute charges doesn't even exist but I found a way to dispute the charge on my own through an internet search. Now all of a sudden I have an outstanding balance of $127 with no description. You can't get a single live person on the phone to ask about the charges. When I finally was able to get to a technician, he transferred me to the billing department which is another automated, pick an option choice where you once again, can't get a hold of anyone. I'm not going to pay the balance for something I can't get an explanation on the charges for so I'll likely get locked out again and be forced to pay ANOTHER lock out fee for no reason. How can you work with a company that doesn't even provide a description of the payment owed when you are clearly caught up on your monthly charges? I feel like I'm going in loops and loops and they are just simply taking my money because they know I'm required to have this device to drive. It feels like an absolute scam and I can only foresee more unknown charges coming in the future. I want to get the device uninstalled and change providers but have seen reviews of how they then charge you random fees knowing you are getting it uninstalled just so you have to pay those to get the device removed.

  

  Business Response

  Date: 07/18/2025

  Hello, your account shows that the interlock device entered lockout mode due to the number of aborted tests. As a result, you were charged for two unlock code fees. After reviewing your account, a credit has been applied to your account for both fees, a receipt showing this has been emailed to you. If you need to file an incident report, this form can be accessed via our website. The direct link is: ****************************************************************

• Initial Complaint

  Date:07/15/2025

  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 06/18/2025, I was charged my regular $ ***** for having the device. To my surprise, I was charged again on 06/20/2025 for $ *****. I have called multiple times and keep getting sent to the "credit claims department," which is just the main menu, again. and again. and again. and again. I filed two reports under their advertisement that both turned out to be for the wrong thing, because I'm not convinced they give refunds. The people on the phone "help" the way they are told to, and have admitted several times that they double-charged me. It has been weeks since it happened, and two of those were spent waiting to get my money back, only to be emailed back, verbatim, "Thank you for contacting Smart Start. The incident process is used for disputing violations caused by device malfunctions or requesting tow reimbursement due to device failure. Any issues regarding payments or payment history, or your account, need to be handled by our credit and collections department (that doesn't exist). You can reach them directly at ************" after I was of course told to filed that report TWICE. I just want my money back and to uninstall my device at this point. This WAS voluntary, now it's annoying.

  

  Business Response

  Date: 07/16/2025

  Hello, your account shows that you are paid through 8-20-2025 and have no balance due. If you have any questions or need detailed account information, please contact our credit and collections department at ************.

• Initial Complaint

  Date:07/03/2025

  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.

  This is the worst company I have ever attempted to do business with. Sadly I have had their services for a year and a half. In that time I have been fined for things they cant tell me what they were for. I have asked them for records and receipts for everything I have been fined for or payed for and they tell me I have to talk to a manager. I have waited on hold for over an hour at least 5 times trying to talk to a manager and I never get put through I always get hung up on. Thousands of dollars later it comes time to remove my system. It is the 3rd and they want to charge me a whole month of service even after their service center told me I did not have to. They said all I have to do is call. An hour and 48 minutes later I get hung up on waiting to talk to someone who can help. The only thing I get told by the people I talk to is they cant help me I have to speak to a supervisor and then I am put on hold. Absolutely the worst company ever, this whole place is a money grabbing scam. When I ask for records and receipts they say I have to access it through my app, but ever since I have been asking for that info they have locked my account to view for unknown reasons. When I call to get it unlocked it is back to I cant help you and get put on hold.

  

  Business Response

  Date: 07/09/2025

  Hello, per our credit and collections department, no payment was made for the last monthly lease or the administrative closing fee. The charge for the last monthly fee has been reversed, however, the administrative closing fee is still due. The account shows a past due balance of *****, please contact our credit and collections department directly at ************.

• Initial Complaint

  Date:07/02/2025

  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.Put an interlock into my car in Oct 2024 It is going on a year later, and almost at a 1 year. Cause that's when I can get it. Taken off supposedly anyways, it's like i go to have the last calibration done I get it done and also the violations show up says you can't even take it off now i can't eat pizza because of the yeast. Am I to do about this? I can't handle this anymore. I want to have a d*** thing. Taken out of my car. The dmv of mo won't get involved. I want the pictures that are being taken out with these violations. Because I do have a camera inside the car and they refuse to give me the pictures. And it's cost me ***** each time a violation comes up and it's. It's like as soon as the 3 months comes along is when the d*** violations come up, this is getting to be ridiculous. It needs to stop now. I've been charged over anywhere from a 1000 to almost $2000 since I started doing this program over almost plus 1 years ago so what can be done about this? If not, I'm taking it out. I don't care I'm done you all can have your machine back. I'll bring it back to you but I'm not keeping it in my car. It's cost me way too much money and I'm on a fixed income on social security. And I can not afford this much. And the payments are way too d*** high.And we're from $60 and some change to $113 each ******** i react it out of my car now an I want a full refund of every ***** I have paid for your stupid violations on the car when I'm not the one doing it period

  

  Business Response

  Date: 07/03/2025

  Your account shows that a violation lockout was logged, and you were charged the applicable fee on June 9, 2025. The data log shows the violation was due to multiple skipped tests. You were also charged the violation lockout fee on April 17, 2025, this was due to a combination of failed alcohol tests and multiple skipped tests. The account further shows a violation lockout assessed on April 4, 2025, due to a failed alcohol test and multiple skipped tests. These lockouts are all valid and in accordance with the rules and regulations established by the state ignition interlock program authorities.

• Initial Complaint

  Date:07/02/2025

  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.

  This is my third complaint filed about smart start. Lost license April 8 ********************** installed May 6 Last payment smart start took my debt card was used in **************** 15 minutes after payment came out. I went to capitol court authority today to recalibrate my interlock system. Once there and hooked up to their system. Smart start had locked me out again for a picture no being on file. Once they took my pictures, smart start sent another lockout code stating I had not paid for the rental fee. Per my last complaint, smart start had credited me $106 dollars. Smart start has not used my credit but still charging me for a rental even with a credit on the account. Today I missed 3 hours of work due to the issue, had to pay another $95.39 and $34.00 for a regular visit. I have an email showing a credit that I have not used yet. At this point, with 3 complaints, I do not want to pay smart start for anything else. They are stealing my money.

  

  Business Response

  Date: 07/03/2025

  Hello, your account shows that you have a zero balance and are paid through 8-6-2025. If you need detailed account information, please contact our credit and collections department directly at ************. 

• Initial Complaint

  Date:07/02/2025

  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.

  I am current customer with **********************. In March of 2025 I had an issue that need attention from the technical teams attention - specifically, the March 19, 2025 violation displayed the wrong time, perhaps due to faulty device. I am filing this complaint due to ongoing and unacceptable customer service practices by ********************** Satrt, which have made it impossible to resolve my issue despite repeated efforts.On one occasion, after I requested to be placed on hold for just a few minutes, I was kept on hold for over an hour without any follow-up or return to the line. On multiple other occasions, my calls were improperly routed to a Spanish-language extension, despite my preference for English and having made no such selection. Additionally, there have been several instances where my call was abruptly disconnected, either during transfer or while actively trying to speak with a ***************** of now, I am completely unable to reach a live representative through any of the listed customer service numbers. The lack of accessibility, repeated mishandling of calls, and apparent disregard for basic communication standards have left me with no alternative but to file this formal complaint.I respectfully request that Smart Start investigate these incidents, take appropriate corrective action, and provide a direct and reliable means of resolving my outstanding issue.

  

  Business Response

  Date: 07/03/2025

  Hello, your account does not show a violation lockout fee was ever assessed and no violation was logged in March. A note in your account shows that you communicated with Smart Start on March 19, 2025, regarding a violation that you claim was due to fluoride from a dentist appointment. 

  Customer Answer

  Date: 07/08/2025

  Complaint: 23547558
  
  I am rejecting this response because:

  Thank you for your response. Please note that I never claimed a lockout fee was assessed. However, multiple Smart Start representatives confirmed that a violation occurred on March 19, 2025. I have attached a copy of the letter from the Maryland ***, which also reflects a violation on that date and imposes a 30-day extension of the interlock program.
  
  As explained in previous communications, the violation followed a fluoride dental treatment, which contains ethanol (a doctor note is available and has been provided to both, Smart Start and ***). The *** initially appeared inclined to remove the violation until they noticed a discrepancy between the time of my dental appointment and the time reported by your device.
  
  Specifically, my dental appointment was at 4:00 p.m., and the violation occurred after my appointment, at 4:54 p.m. However, the device logs indicate that the violation occurred at 3:54 p.m. (at which time I was parking in the dental office parking lot). Its important to note that daylight saving time began on March 9, 2025, which likely explains the one-hour discrepancy.
  
  Requests:
  
  Clarification Letter Regarding Time Discrepancy:
  Please issue a letter explaining the one-hour discrepancy in the violation time. One of your representatives mentioned that the *** card may not have been synced. If that is the case, please confirm. If not, kindly investigate and clarify what caused the discrepancy. The letter should be addressed to the *** and satisfy their requirements to remove the violation.

  
  Clarification if No Violation Occurred:
  If Smart Start determines that no violation actually occurred on March 19, 2025, please issue a formal letter stating this, in a manner acceptable to the ***. Please note that the **** records currently indicate a violation at 3:54 p.m. on that date.
  

  Customer Service Concerns:
  I would also like to formally address Smart Starts customer service. I was hung up on more than five times, repeatedly transferred to random extensions in what appeared to be an effort to dismiss my call, and left on hold for over an hour without anyone responding. This pattern of conduct is not only unacceptableit undermines basic consumer rights to fair and responsive service. 

  I hope this can be resolved promptly, but if not, I may need to file a formal complaint with the Maryland Attorney Generals Consumer Protection Division. 
  

  Regards,
  
  **** Gherasimov

  

  Business Response

  Date: 07/14/2025

  The state established the ignition interlock program rules and regulations, not Smart Start. As an interlock vendor, we are required to provide the state monitoring authorities with data from the interlock device.

  The positive alcohol test was logged at 3:54 PM, and no secondary test was submitted. Anytime a positive test is logged our training is for the user to take a secondary test as soon as possible. We also recommend that prior to taking a test, the customer should rinse their mouth out with water to eliminate any potential mouth-alcohol. The claim of the positive test being due to a fluoride treatment at the dentist is not valid. A fluoride treatment, even if it contains alcohol, would dissipate within minutes, especially since following a fluoride treatment the mouth is rinsed out with water. A secondary test if conducted would have shown the alcohol dissipated almost immediately between tests. Further, the time period between a fluoride treatment, finalizing a dental appointment, then blowing into an ignition interlock would be more than sufficient for any alcohol to have completely dissipated.

  Based on the data, a positive alcohol test, Initial Test Violation occurred. Since a secondary test was not taken this is determined to be a valid violation. The data log shows that the interlock device was functioning properly.

  Regarding your concern with our customer service, ********************** can be contacted via telephone, chat, email, and on-line form submission. We are aware that on occasion the call volume results in long hold-time, we strive to answer all calls as quickly as possible.

  Per the letter you received from the **** if you have any questions or need further assistance you can contact them at ************ or ************************************************************.

  Customer Answer

  Date: 07/15/2025

  Complaint: 23547558
  
  I am rejecting this response because:

  First, Smart Starts latest reply contradicts its initial response. Initially, Smart Start claimed that no violation was logged on March 19, 2025. Now, you confirm that a violation was logged at 3:54 p.m. That inconsistency alone warrants further investigation.
  

  
  More importantly, my complaint is not about how fluoride works or whether Smart Start accepts the note from my dentist. That determination belongs to the Maryland ***, which has already indicated that the reason they are unable to remove the violation is due to the time discrepancy between the time the dental appointment ended and the timestamp recorded by your device. My appointment took place from 4:00 p.m. to 5:00 p.m., and yet your device recorded the violation at 3:54 p.m.prior to the appointment. This one-hour discrepancy is the crux of the issue.
  
  
  Your response fails to address this concern. Instead of investigating the possible device malfunction or time synchronization error (for example, due to *** card or daylight saving time adjustments), Smart Start chose to issue speculative statements about fluoride treatment and ethanol dissipationwithout offering any supporting data or professional qualifications.
  
  To reiterate:
  
  - I tested negative before the dental appointment (when I drove from my office to the dentist's office - about 15 min away), which is inconsistent with alcohol consumption.
  - I have no history of violations throughout my time in the program.
  - The *** level recorded was extremely low, further supporting my explanation that it was due to a fluoride-based dental treatment.
  - And yet, the only reason the *** is not removing the violation is because the device recorded the wrong time.
  
  I am therefore renewing my request:
  
  
  1. Time Discrepancy Clarification Letter
  
  Please investigate and confirm whether your device may have been operating on an incorrect time setting on March 19, 2025, and issue a letter to the *** addressing this discrepancy. A Smart Start representative previously stated that the *** card may not have synced to daylight saving time. Why would they indicate that if it wasn't a possibility? If that is the case, please confirm. If not, please identify any other possible explanation for the discrepancy and communicate that clearly in writing to the ***.
  
  2. Device Replacement Inquiry
  
  My device was replaced shortly after the incident by Widetrac's. Perhaps you would like to take a look at my current device? My device was replaced one time. When and why was it replaced? Was there an issue? Was the replacement due to a malfunction? If so, please confirm whether this device was found to be defective, and if it could have contributed to the time inaccuracy. If you do not have this information, I urge you to contact the service provider or technician who performed the replacement.
  
  3. Pattern of Time Errors
  
  This is not an isolated incident. The device also recorded a car start at approximately 7:00 a.m. on March 20, 2025, when in fact the car was started closer to 8:00 a.m. I did not have the vehicle with me overnight and had to be dropped off by my wife to retrieve it in the morning. We live nearly one hour away from where the car was parked, and our daughter cannot be dropped off at daycare until 6:30 a.m., which means the earliest we could have arrived at the vehicle would have been around 7:307:45 a.m. Therefore, a 7:00 a.m. ignition reading is factually impossible under these circumstances. This further supports the likelihood that the devices timekeeping was inaccurate and merits investigation.
  
  4. Customer Service Issues
  
  I continue to raise serious concerns about Smart Starts customer service. On one occasion, I was placed on hold for over an hour after being told it would just be a momentwithout any follow-up or return to the line. On multiple other occasions, my calls were abruptly disconnected or transferred to Spanish-language extensions by representatives who appeared more interested in ending the call than assisting me. These repeated communication failures, coupled with Smart Starts ongoing unwillingness to directly investigate and address the core issue raised in this complaint, have made it virtually impossible to resolve the matter through normal customer service channels.
  
  

  This matter remains unresolved due to Smart Starts failure to conduct a proper investigation into the potential technical malfunction of the device. I respectfully request that Smart Start stop speculating on the science of fluoride and instead focus on what is within its control: verifying the accuracy of its own equipment.
  
  If this issue remains unaddressed, I intend to file a formal complaint with the ******************************************************* and may consider further administrative review options through all applicable licensing or oversight agencies.
  
  Regards,
  
  **** Gherasimov

  

  Business Response

  Date: 07/18/2025

  Please be aware that lack of you being charged a violation fee from Start Start does not negate any program violations (positive alcohol tests and/or skipped tests) that are determined by the state monitoring authorities. The violation lockout fee is assessed by Smart Start when we are required to perform an extra service to download the data, calibration the device, and transmit the data to the state authorities.

  Per our prior response, the state established the ignition interlock program rules and regulations, not Smart Start. As an interlock vendor, we are required to provide the state monitoring authorities with data from the interlock device. The positive alcohol test was logged at 3:54 PM, and no secondary test was submitted. Anytime a positive test is logged our training is for the user to take a secondary test as soon as possible. We also recommend that prior to taking a test, the customer should rinse their mouth out with water to eliminate any potential mouth-alcohol. The claim of the positive test being due to a fluoride treatment at the dentist is not valid. A fluoride treatment, even if it contains alcohol, would dissipate within minutes, especially since following a fluoride treatment the mouth is rinsed out with water. A secondary test if conducted would have shown the alcohol dissipated almost immediately between tests. Further, the time period between a fluoride treatment, finalizing a dental appointment, then blowing into an ignition interlock would be more than sufficient for any alcohol to have completely dissipated. 

  Based on the data, a positive alcohol test, Initial Test Violation occurred. Since a secondary test was not taken this is determined to be a valid violation. The data log shows that the interlock device was functioning properly. Smart Start is not allowed to modify the data per state regulations. Based on our assessment of the functionality of the device, and the test results, this is a valid violation. 

  Regarding your concern with our customer service, ********************** can be contacted via telephone, chat, email, and on-line form submission. We are aware that on occasion the call volume results in long hold-time, we strive to answer all calls as quickly as possible.

  
  Per the letter you received from the **** if you have any questions or need further assistance you can contact them at ************ or ************************************************************.

  Customer Answer

  Date: 07/18/2025

  Complaint: 23547558
  
  I am rejecting this response because Smart Start has avoided answering any of my specific questions:

  - What steps has Smart Start taken to determine that the device was working properly?

  - Why would a Smart Start representative indicate that the device might ha not been synced? 

  Repeating the same unfounded and unqualified opinions about how the flouride treatment does or does not work is not an acceptable answer. 

  Also, thanks for also letting me know that Smart Start is supposed to let customers know that they should rinse their mouth and retake a test within 10 minutes. No one has ever mentioned that to me. I will make sure to add that to my list of complaints made to the Maryland Attorney General *****************************

  Smart Start has made ZERO effort to answer any of the questions that were asked. 

  
  Regards,
  
  **** Gherasimov

• Initial Complaint

  Date:07/02/2025

  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.

  There was a charge of $541.25 to my credit card on June 24, 2025. I called on May 15th and was informed that documentation from my monitoring authority was needed which I emailed the same day. Confirmation of receipt received explicitly states that "[w]e will be texting or emailing our client within three to five business days with steps to remove the device." I received neither. The verbiage dissuades people from calling for fear of a lengthier time frame. Upon viewing of this charge I called and they had no record of any charges; however, I was told that they had not even begun to process the removal and was transferred to accounting where I was being charged two months of lockout fees in addition the device cost. I initiated the removal process one month ago so there was due diligence on my end. I've asked for an itemized list of charges which I have yet to receive. While I did initiate the termination of the lease on the 15th of May of 2025, it is my understanding that said termination had yet to be processed until my phone call to customer service on the 24th of June 2025. This was a month to month contract. From the conversation I had on Tuesday with customer service, which are recorded, it sounds like no termination/removal had been processed prior to that date (6/24/25) and the device is being delivered to the company within a reasonable time frame. Tracking screenshot provided. Nowhere in the contract does it stipulate a charge prior to receipt of the device and it definitely says nothing about charges, outside of monthly lease fees, that are retroactive of contract termination. What gets my goat is that this company has clients over a proverbial barrel, for threat of incarceration. Many have mortgages, families, and car payments. Moreover, what type of company charges you for device replacement with no prior communication? At best this is a mistake and oversight. At worst this constitutes a grievous assault on standard ethical business practices.

  

  Business Response

  Date: 07/09/2025

  Hello, per our collections department, the account is past due, and the equipment has not been returned to Smart Start which is why the charges were assessed. Use of the credit card on file is allowed per the terms and conditions of the lease agreement. If you need assistance, please reach out to our collections department directly at ************.

  Customer Answer

  Date: 07/09/2025

  Complaint: 23523533
  
  I am rejecting this response because:
  
  

  No. Again, as I told your credit department, the removal was initiated on my end well in advance of the termination of the monthly contract. Attached is the confirmation email that I received stating that I would be reached out to. It explicitly dissuades clients from reaching out to Smart Start. Nobody called me to state that I would be charged and, furthermore, nobody could give me an itemized list of what this charge entailed. Moreover, this is at least poor business practice designed to make financial gains off the backs of those who are over a ******* for your services and at most wholly unethical. 
  

  I still have yet to receive a phone call from the many msssages that I have left on this matter. 

  I have read the lease contract. Nowhere does it stipulate specific charges that will be levied in the event of poor customer service on your end. I have not only had raised concerns with my bank and the BBB, but also the FTC. 
  

  Unlike many of my friends that have also gotten DUIs- I will not be letting this go. 
  
  Regards,
  
  ****** *******

  

  Business Response

  Date: 07/14/2025

  Hello, per our prior response: our collections department shows the account is past due, and the equipment has not been returned to Smart Start which is why the charges were assessed. Use of the credit card on file is allowed per the terms and conditions of the lease agreement.

  Please reach out to our collections department directly at ************ to resolve the past due balance and to arrange for the equipment to be returned to Smart Start. Your account will continue to accrue charges per the lease agreement until this is resolved.

  Customer Answer

  Date: 07/16/2025

  Complaint: 23523533
  
  I am rejecting this response because:

  Ive already shown that the device was returned by providing the tracking number and proof of delivery. The lack of organizational integrity within this company is truly a marvel to behold. Id like my $100 deposit back. 

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

  

  Business Response

  Date: 07/24/2025

  Hello, our Credit and ********************** reviewed your account and will be issuing a refund check in the amount of $286.13. If you have any questions, please contact us at ************.

• Initial Complaint

  Date:07/01/2025

  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 trying to get a pre paid label and a response to mail back my portable tomorrow. It should be deactivated tomorrow and Im already paid up all the way through July so that amount needs to be refunded or transferred to my new ignition device being installed tomorrow that will take the place of the portable. But I cant even get a response from anyone and need a prepaid label sent to me so I can return the portable just like I did when it broke twice since Ive been renting it and I need a confirmation email that the entire month of July. Thats already paid in full by me will be transferred over in full towards the ignition device.

  

  Business Response

  Date: 07/14/2025

  Hello, a return label was processed and emailed to you on 7-9-2025. The charges have been reversed, and the account now shows a zero balance.

  Customer Answer

  Date: 07/15/2025

  Complaint: 23539567
  
  I am rejecting this response because:

  They took so long to reply that their ************** that did the install of the ignition mailed the portable back to them 7/1 and they received it 7/3. They sent a pre paid label 7/9 WAY after I requested it 3 times and they already received it back from their own service center.  They are such a disorganized mess they need to acknowledge receipt of the device and credit me back my deposit put down orig for it. And I still need a refund for the ****** I paid for the entire month of July for this portable device on my MC on 6/19.  I had to pay in full again 7/1 and start an entirely new account/service for the ignition device installed 7/1. 

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

  

  Business Response

  Date: 07/16/2025

  Hello, per our prior response, the charges have been reversed, and the account now shows a zero balance. If you have any questions, please contact our credit and collections department directly at ************.

  Customer Answer

  Date: 07/16/2025

  Complaint: 23539567
  
  I am rejecting this response because: I still do not a refund on MC ending in 1812 for ****** since this payment was for the month of July UNUSED on the portable device mailed back by your ************** 7/1/25. Please confirm the date refunded and I can call MC and dispute it off with that info.  I also need confirmation that they are on the same page that THEIR Smart Start service center mailed back the portable device July 1 (they received July 3) when my ignition interlock was installed because it is concerning that they do not respond in a timely manner, and seem lost and not on the same page.   I also need the deposit for the portable device refunded   *Nothing refunded yet, money still being held. 
  
  Regards,
  
  ******* ********

  Customer Answer

  Date: 07/21/2025

  Complaint: 23539567
  
  I am rejecting this response because:

  SmartStart will not respond to me at all. I have advised them via phone call and 4 emails that the portable device was mailed back July 1 at the time of the ignition interlock install by their service center at ***********************************. This was a very short snail mail back to them at their corporate office in ********* TX and was received by them July 3rd. I had paid for the portable device usage thru July 31, the entire month in full, $129.89 on 6/19 and was told when I called them to set up the appt for 7/1 to install the ignition one to swap them this would be refunded to me since it would not be used. They will not refund me July as required and my Deposit for the portable device, nor respond to any communications. They owe me this month plus the deposit when this one was set up. *When I had the ignition one installed 7/1 they started a new account with new deposit and first month paid in full, again stated portable device would be refunded as required
  
  Regards,
  
  ******* ********

  

  Business Response

  Date: 07/21/2025

  Hello, we have provided several responses to this customer. As previously stated, the charges have been reversed, and the account now shows a zero balance. If you have any questions, please contact our credit and collections department directly at ************.

  A return label was emailed to the customers email address on file. Again, if you are still in need of assistance please contact our credit and collections department, their DIRECT number is ************.

  Customer Answer

  Date: 07/22/2025

  Complaint: 23539567
  
  I am rejecting this response because: I have called and no one has a clue whats going on when I do call. They keep saying charges are reversed, its very simple, there are no charges to reverse. I had a credit on the account and my credit card needs to be refunded. Its that simple. I need a credit on my MasterCard. Otherwise you stole that month worth of money that I paid for July for the portable device. Refund my credit card its not a charge reversal. And every time I call that number we have a very difficult time understanding each other. The portable device is returned so there is no reason to keep bringing up a prepaid label, ********************* SmartStart service center off capital in ***** mailed this back to you. There is no prepaid label involved. You have the device returned. I need that acknowledged and I need my credit card refunded. You cannot keep the July month payment I made. There are no charges to reverse, there is a pre-payment that was made by my ********** that needs refunded  
  
  Regards,
  
  ******* ********