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

  1528 W San Pedro St #5 Gilbert, AZ 85233

• 

  Smart Start

  9950 W Van Buren St Avondale, AZ 85323

• 

  Smart Start Ignition Interlock

  263 Patrick St Lewisburg, WV 24901

• 

  Smart Start Ignition Interlock

  343 National Rd Wheeling, WV 26003-6537

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:07/23/2024

  Type:Product 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 have had smart start for several months now, in April my technician scheduled my monthly maintenance past the required date. (I was unaware until this, that was even a possibility.) My tech at the shop, ****, told me no worries that I would be re-embused the $25 lockout fee as this happened to several people at this shop because he was not able to move appointments in system due to a change. He advised me to submit a incident report, which I did the next day (5/2). Well, as of today I haven't heard from anyone, so I submit the request again. I have an email reply from ***********************, telling me it was my reasonability to make sure the system is calibrated before the cut of date, as well as it would be my reasonability to find somewhere to take my car should an appointment not be available. I had no idea that I even had to do this, nor did I even know that I had to make sure the tech was scheduling me correctly. Each month I get a receipt or ticket for completing the maintenance, nowhere does it say this information. The tech at the shop even told me his boss was giving people the $25 fee back because it was the fault of the shop.

  

  Business Response

  Date: 07/23/2024

  Hello, I received your account including the notes. After this review I have issued a credit to your account in the amount of $25.00.

  Customer Answer

  Date: 07/25/2024

  Complaint: 22030746
  
  I am rejecting this response because:
  

  As of current date, I have not received a credit.  Screenshots attached are of my current account balance and payment. No credits have been issued and per the email I received from *********************** not credit will be applied.  Ive attached that email to, is it possible someone can actually help me growth this please!!!!

   

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

  

  Business Response

  Date: 07/30/2024

  Hello, the credit was issued on 7-23-2024. 

  Tue Jul 23 10:51:16 MDT 2024 2017 ****** Forester BORDERS FieldQualityControl *******************************: LO due to Shop Error ******** 0 ********

  Customer Answer

  Date: 07/30/2024

  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:07/18/2024

  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 my interlock install November 2023 and have had nothing but problems. I have had no violations and no warnings. My lawyer and my PO are aware of all the issues and I am heavily documenting every incident. I have been to numerous mechanics who have also documented faulty install issues when smart starts by pass has not worked. My battery has been replaced and there is absolutely nothing wrong with my car other than this interlock in it. I have to jump my car twice a day and I have paid at least 1000 at this point and smart start still isnt taking accountability. This is the worst company. My PO said they are going to stop recommending bc more and more people are having the same issue. Bad bad bad business a scam and horrible customer service. I bet they find themselves in court soon. I have been talking to my lawyer about taking them to get reimbursed for all the money I have spent so far. Stay far away from this company! Dont believe anything they say or post. Its all lies

  

  Business Response

  Date: 07/30/2024

  Hello, per the notes in ****************** account she came into our Plano (**) shop on 6/18. The vehicle and device were inspected and the system was working fine. At this point, we would recommend that she takes it to a dealership to take a look at her battery and her alternator.

  Customer Answer

  Date: 07/30/2024

  Complaint: 22009142
  
  I am rejecting this response because:
  I have all my documents from the dealership that say faulty install. And the battery was replaced. My car is not working fine and have taken it to another smart start where he said your guys did a horrible job and its documented in the notes as well. And wr are still trying to figure out the problem because they her messed something up horribly with my vehicle. There had been no help or resolve or responsibility from your company. Its been an ongoing issue you refuse to take responsibility for. 
  Regards,
  
  *********************

  

  Business Response

  Date: 08/26/2024

  Hello, I have been informed that this client came into the Plano Shop on 6/18. We looked at a vehicle and it was working fine. At this point, we would recommend that she takes it to a dealership to take a look at her battery and her alternator. Our device should not be draining the her battery. In most cases.It turns out to be the alternator. The service order from **** was sent to our Texas State Director who determined that the ignition interlock device is not the cause of the battery drain, he stated: "our device does not drain a car battery unless,the vehicle is not being used for a long time or the battery was marginal to begin with.  The vehicle problem did not occur after the installation and our system was working fine." The notes in the account, and the data logs, all indicate that the system is functioning properly.

  Customer Answer

  Date: 08/27/2024

  Complaint: 22009142
  
  I am rejecting this response because:
  **** refuse to take accountability! My vehicle was not looked at on June 18 i pulled up to have it calibrated and that was all. I have taken it to two other service places who werent plano and the ******** location agreed plano wired wrong and had it hooked to all the wrong things. Yall lie and deceive and take money and take no accountability especially for the kids working in plano who dont know what they are doing! And i would like to see proof you have even remotely looked into this issue except for saying its not your device and the locations looked at the vehicle its not true all they have to do is lie and type that in the system.
  Regards,
  
  *********************

  

  Business Response

  Date: 09/03/2024

  Per your statement that we will not accept responsibility for our device, I must again that I have been informed that this client came into the Plano Shop on 6/18. We looked at a vehicle and it was working fine. At this point, we would recommend that she takes it to a dealership to take a look at her battery and her alternator. Our device should not be draining the battery. In most cases. It turns out to be the alternator. The service order from **** was sent to our Texas State Director who determined that the ignition interlock device is not the cause of the battery drain, he stated: "our device does not drain a car battery unless, the vehicle is not being used for a long time or the battery was marginal to begin with.  The vehicle problem did not occur after the installation and our system was working fine." The notes in the account, and the data logs, all indicate that the system is functioning properly.

  Customer Answer

  Date: 09/03/2024

  Complaint: 22009142
  
  I am rejecting this response because:
  
  Regards,
  
  *********************

• Initial Complaint

  Date:07/17/2024

  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 got my interlock installed late June on a car that was working perfectly fine before the installation, not more than a week later my car starts having trouble and cant be powered on without it being jumped. On July 4th I called smart start customer service to let them know this issue and that my car was on lock out as I have not been able to use my car for this reason. The agent me to take it back to a mechanic and I took it two mechanics that both said it was the interlock, the agent said they would have a supervisor return my call within the next 24 hours. To this day July 16, I havent heard from anyone and basically impossible to get a hold of them. Calls dropping long hold times, this company is a joke and a scam and at this point I just want it out. This is apparently the only way people have been able to get ahold of them and I can provide screen shots and video recordings of calls being dropped as *** tried to reach out several times. The best part is they still attempt to take their payment.

  

  Business Response

  Date: 07/17/2024

  Hello, I have asked a **************** manager to reach out to you regarding this situation. Please let me know if you are not contacted within the next 24 hours. ************************************

• Initial Complaint

  Date:07/15/2024

  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 the day of 6 5-2023 I ***** seats was instructed to get an interlock put in my car from Cherokee county courts.And before I can get the interlock put in my car I had to get a mental health evaluation certificate permit.I presented the paperwork to Smart Start interlock company.And Smart Start installed it the interlock without the permit certificate case number 98186.Which violated the contract for DDS to proceed. Therefore the interlock and all of my blowers and violation was no good, and I shall receive a refund for the violation of Smart Start.

  

  Business Response

  Date: 07/30/2024

  Hello, Mr. ***** contacted Smart Start to have an ignition interlock system installed and it's his responsibility to make sure he is eligible and required to have the system. Smart Start does not make the determination of who is eligible or not, this is between the customer and the monitoring authorities.

• Initial Complaint

  Date:07/12/2024

  Type:Order 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 received an email today from SmartStart that seems like they may be conducting work outside of my lease terms and have not given me an updated contract. "COMPANY MAY CHANGE ALL OR ANY PORTION OF THIS CONTRACT, INCLUDING, WITHOUT LIMITATION, INCREASING,DECREASING, OR IMPOSING ADDITIONAL FEES, COSTS, CHARGES, AND PRICES OR CHANGING PAYMENT FREQUENCY OR PAYMENT TYPE, AT ANY TIME AND FROM TIME TO TIME UPON NOTICE TO CLIENT (INCLUDING, WITHOUT LIMITATION, BY EMAILING CLIENT AT CLIENTS EMAIL ADDRESS THEN APPEARING IN COMPANYS RECORDS, PUBLISHING A CHANGED CONTRACT OR PROVISION OF THE CONTRACT ON SMARTSTARTINC.COM, CLIENT PORTAL, OR OTHER WEBSITE, OR AT A SHOP OR SERVICE LOCATION)." ^Quoted from my lease vQuoted from email via SmartStart received July 11th "Please be advised, starting Wednesday, July 3, 2024, there is an additional $25 calibration fee for your service appointments that is payable to your service center - not Smart Start. This service fee aligns with the standard practices of our industry and is intended to cover the labor and operational costs required to maintain and service your device."To my understanding, the lease states "COMPANY MAY CHANGE ALL OR ANY PORTION OF THIS CONTRACT, INCLUDING, WITHOUT LIMITATION, INCREASING,DECREASING, OR IMPOSING ADDITIONAL FEES, COSTS, CHARGES, AND PRICES OR CHANGING PAYMENT FREQUENCY OR PAYMENT TYPE,AT ANY TIME AND FROM TIME TO TIME UPON NOTICE TO CLIENT" my understanding is that myself and any other client will not have our leases altered until "UPON NOTICE." "We're reaching out to notify you about a recent change regarding your calibration service fee that you may not have received advanced notification due to a system error." This is quoted from SmartStart's email. So the clients get to have their lease terms broken because of SmartStart's "system error" instead of the leases "UPON NOTICE." I do not find that to be fair. I have not received an updated lease agreement either, as stated by my lease terms.

  

  Business Response

  Date: 07/12/2024

  Hello, based on the complaint it is clear that you were notified via email of the change in pricing pursuant to the contract language, so I am unsure as to what you are asking.

  Customer Answer

  Date: 07/12/2024

  Complaint: 21977347
  
  I am rejecting this response because: I guess you are misunderstanding me and I am misunderstanding the contract. My understanding is that whatever was altered would be changed in real time upon the client being notified. The client was notified July 11th, which my understanding is July 11th is when changes would take effect. My concern comes from your "system having an error" to which the customers should have been notified the same day of the lease being altered.l(in this case July 3rd the changes took effect) Your email could have hypothetically stated "we made changes January 1st but our system had an issue" yet we receive the email July 11th and it would still be deemed pursuant to the contract? Regardless I have not received an updated lease agreement outlining these updates to my lease, pursuant to the agreement wording. 
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 07/19/2024

  I am unsure as to your request, are you requesting a new lease agreement showing the change in fees? It is clear that you were notified in advance of the fee increase per your complaint and in accordance with the lease agreement.

• Initial Complaint

  Date:07/11/2024

  Type:Order 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.

  Smart Start changed the contract with their users (me) by adding $25 to our fees each time our units are celebrated. We signed an agreement stating the costs are for the life of the contract. This adds $300 plus taxes a year to our costs. Totally unacceptable. How can they add a fee that is not included in the original contract? 1. We are locked into a contract for the entire time we are using their services (we can move, but it is more expensive to change to a new provider)2. We were TOLD about the fee - and it is a hardship already - adding hundreds of dollars to our costs 3. Should this be tolerated by a company that is offering a service to a group that is, at best, trying to make amends and create a new life and now MORE cash out of our pockets? That seems like taking advantage of the client in the **. The ethics involved seem harsh, and I want to speak kindly but directly for all of us living in this circumstance. Please do not take advantage of our current circumstances.

  

  Business Response

  Date: 07/11/2024

  A $25 service fee paid directly to the service provider has been implemented due to increasing costs of doing business. The lease agreement states that fees are subject to change, and our leases are month to month allowing for customers to use other ******************** providers if they wish to change. The service fee is customary among all ignition interlock providers. 

• Initial Complaint

  Date:07/05/2024

  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.

  Smart Start installed faulty breathalyzer equipment in my vehicle which was going cause my car to have what they call a lockout and once a lockout happens you are unable to operate the vehicle. I called prior to this lockout to attempt to resolve the issue over the phone and for the issue to be documented. I was forced to go into the mechanic shop for them to replace the faulty equipment, which the company then charged me for. They forced me to pay a shop visit fee due to the faulty equipment they installed and wouldnt release my vehicle without payment. The mechanic shop said I would need to submit a ticket to the headquarters to get refunded for the extra charge. The early shop appointment was in November of 2023 but they charged me for that appointment on May 1st. I have followed the process of submitting multiple tickets with no help. Calling the company you constantly get transferred with hour long wait times. Requesting to speak to a supervisor never received a call back. You cannot install faulty equipment into customers vehicles and require them to go into the shop and charge them extra for that. That is considered stealing. The extra shop visit was an additional $20 dollars. Its not a lot of money but the principal is this company is probably doing this to more than one customer. Stealing money is a crime.

  

  Business Response

  Date: 07/11/2024

  Smart Start customers are scheduled for appointments on a regular basis on a specific date and time.If/when a service is conducted for any reason other than the regular service,an early service fee is assessed. **************** had two early service fees assessed on 10-23-2023, and again on 11-14-2023 due to these not being the scheduled dates for service. The data logs indicate the unit was functioning properly in accordance with the state rules and regulations. As a courtesy,Smart Start will issue a credit for the 11-14-2024 early service fee in the amount of $21.40.

  Customer Answer

  Date: 07/11/2024

  Better Business Bureau:
  
  The reason why I had an early service appointment on 11-14-2023  was due the forced lockout because of the faulty equipment Smart Start installed into my vehicle. I do not want to go into your shop early for any reason. I also called your service tech to troubleshoot and prevent an early appointment/shop service which he was unable to troubleshoot remotely.  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me amount of $21.40.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:07/02/2024

  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.

  7-2-24 I called ** DMV twice to verified when my final download would be, they told me it would be June 6, 2024.The download was performed 6/6/24 by Smart Start.** DMV informed me that processing would be 7-10 business days (>6-20-24). I never received the two letters that ** DMV said I would get. On the eleventh business day I called and was informed that no download data had been received from Smart Start. From 6/21/24 7/1/24 I tried multiple times to find out where my data is and where or if it was ever sent to ** DMV.After spending 30+ or 40+ minutes on hold, I was able to tell my situation to the customer rep. **** informed me they would have to transfer me to *********** The result of that transfer sent me back to step #1 again...over and over the same result. Transfer transfer. Rinse and repeat.Also from 6/21/24 7/1/24 ** DMV sent two emails to Smart Start requesting my download (6/24 and 6/28). When I called 7/1/24 the ** DMV said no reply had been received from Smart Start from the emails.On 7/1/24 I requested via Smart Start text option, I was able to request a resend which I was told it would take 3-5 business days to process. More delays. Im schedule for a unnecessary 7th month payment 7/6/24. Coincidence? Short of notifying my lawyer, what is the delay? What more can I do?I went to every monthly calibrationaccount balance is zero.

  

  Business Response

  Date: 07/11/2024

  Hello, our records show that the final download was transmitted to the State of Kansas on July 1, 2024. Our customer service team states that the state will then mail **************** an authorization letter. We also show that the ignition interlock was removed on July 3, 2024. The account has been closed with a zero balance.

• Initial Complaint

  Date:06/25/2024

  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 had Smart Start installed on my car for 6 months. There were multiple issues around the removal of the device. First, the device was removed on 5/31 but it was not processed in their system until 6/8. This was due to the shop not knowing the proper procedure for processing a removal, to which I was told the shop was "not properly trained". I spent hours on the phone with Smart Start reps and the shop. It was a nightmare and incredibly frustrating to navigate. After finally confirming removal, while I was attempting to make my final payment I was informed that Smart Start does not prorate and that this is stated in the agreement. The section this is listed in states "Technician reviews each line with client. Client initials each line for understanding" and yet this section contains no initials in my agreement because it was never reviewed with me by the technician. It also states, multiple times, that the agreement ends upon removal of the device and yet they will not prorate, which is not only contradictory but unethical. They are ceasing services and access to the product and website, yet still charging clients beyond the date that the agreement terminates. Furthermore, while attempting to make my final payment I was told there was a $10 service fee for phone payments. Due to the lack of training at the shop I was not even offered a chance to make a payment in person upon removal as I should have been (which would not have had a processing fee) and since my account is terminated I also cannot make a payment online. You would think that since I have to pay through the full month that I would at least be able to make an online payment. They will also not accept payment via mail. So my only option, thanks to technician error and their flawed website portal, is to make a payment via the phone and pay their unnecessary fee. The business ethics of this company are highly questionable especially given the circumstances of their customers.

  

  Business Response

  Date: 07/11/2024

  Hello, I apologize for the delay in responding to this complaint. I have obtained approval from our accounting department to have a refund of the final months fee to be processed in the amount of $102.95. As you are aware we do not pro-rate the monthly fees, however, since the error was on our part the refund of the full month, rather than partial, seems appropriate.

  Customer Answer

  Date: 07/12/2024

  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. However, Smart Start should consider changing their policy regarding prorating their monthly fees as it a more ethical policy since the service and product cannot be used once it is removed. Should the business continue to not prorate they should at least allow customers full access to their online accounts, including the payment portal, until the end of the final month.
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:06/24/2024

  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 have had this device for one month, had just blowing, had to go back to service, charged $87, I complain this a money grab, I would like this refunded, I have not had a failure, just blowing issue. I need this refund.

  

  Business Response

  Date: 06/25/2024

  Hello, a credit for the lockout fee of $80.25 was applied to your Smart Start account. If you continue to have issues blowing into the unit, please ask your technician to provide additional training.