Complaints

• Initial Complaint

  01/31/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  this company has penalized me twice for missing a "rolling retest" in the amount of $75, both times i blew into the device as soon as it prompted, then read the message "try again" while making me wait 1:30 to retest, after blowing 2 more times with the same response it gave me the message violate for "missing" the retest. After talking to a customer service representative they are never able to explain why this is happening. The funny thing is has happened both times only a few days before having to have the breathalyzer calibrated. Coincidence? i think not. They told me to file an incident report (which i did) to have my money refunded. My money was never refunded and they never got back to me. This company is run by a bunch of con artists. I had a breathalyzer under a different company and never had any of these problems. They just try to fine you for whatever they can without explanation and then outsource the customer service department( which is a joke) to *****. They never help you with any of your issues. Complete garbage

  

  Business response

  01/31/2025

  Hello, our incident report team has processed both of your incident reports and emailed you the outcome. Per the response: Your violation lockout was due to a positive alcohol test. The state establishes rules and regulations regarding the functioning of the ignition interlock device, the logging of data, what constitutes a violation, and when a device must go into a lockout mode. Violation lockouts are generated when the device logs any combination of alcohol and/or skipped tests pursuant to the state requirements, which then requires the device to be serviced. The lockout service is in addition to your normal service; therefore, you will be charged for this service.

  Customer response

  02/03/2025

  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

  01/22/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Your business have caused my Washington State Drivers license to be suspended. I had the ********************** Lock installed on 11/29/2024 This installation was never reported to the ** State Department of Licensing. Now my Driver's license is suspended I have tried calling many times. The automated system is confusing. It does not have an option to speak to anyone regarding this issue. I was only able to speak to someone because I chose the option to get help on website login. I talked to 2 representatives this way. Both times they promised to file some request to the right department Nothing was done. Now I cannot drive

  

  Business response

  01/29/2025

  Hello, per our Washington State Director: I reached ****** and we were able to resolve the 180day certificate being on record. 180day certificate is on record now and customer may check with driver record ************.

  Customer response

  01/29/2025

  Better Business Bureau:
  
  I called the *****************************************  I verified that the driver's license is reinstated 
  
  Regards,
  
  ***** ******

• Initial Complaint

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My device keeps locking for no apparent reason. It will say "Lock out SRVC" or "Smart Start" or "SVCL05DAY". This has happened for 2024: 07/1, 10/08, 10/09, 06/12, 07/02. For 2025: 01/08, 01/12 EVERY TIME I bring it to the service center- they say nothing is wrong with the device and send me on my way. I feel I have been given a faulty device, which waste time to call and get it unlock. Smart Start does not care about wasting customer's time. Not to mention having to drive to the service center.EVERY TIME I email someone to help- I get no response. Smart Start, again, does not care. They have my money and now just want to squeeze as much as possible in I feel, a very illegal way. You can call it a scam, even.EVERY TIME I call for help- it's a machine line, and the wait time is 50+ minutes to reach an actual person. I got Smart Start because I need my car in case of an emergency. My mom and dad both have major health issues, and I have to be able to drive in a moments instance. This is unacceptable and puts more stress on me and my ********* addition, on July 24th, 2024 - Smart Start increased the monthly fee due to "inflation". I am now reading my contract, and no where does it state this is allowed. When I signed, it states: Reoccuring fee $142, Device Protection Plan $6.90 I am extremely unhappy with Smart Start and their service. I feel I have been mislead and scam by them with a faulty product. I cannot reach anyone and am thinking about hiring a lawyer to sue.

  

  Business response

  02/05/2025

  Hello, the lockout issues mentioned were related to a modem connectivity issue. This delay in connectivity caused the unit to be delayed in receiving the updated lockout dates over the air, which resulted in the device showing a message indicating the system was entering a service lockout sequence which starts a five-day countdown period. Once the modem was able to establish a sufficient connection, the new lockout date was received remotely and properly advanced on the unit. no charges were assessed to Mr.Laos account. Mr. *** has not been incorrectly charged for any issues with the unit that were beyond their control.
  
  Due to the recent inflationary adjustments, a price increase was implemented across all clients in *********, which affects the overall pricing structure. The lease agreement that Mr. *** signed states: I understand Smart Start may change terms and conditions of agreement at any time without notice.  
  
  If you are in need of any further assistance, please contact Smart Start at ************** or at *******************************. You can also always ask your Technician at the ************** any questions.

  Customer response

  02/07/2025

  Complaint: 22817345
  
  I am rejecting this response because: 

  A representative from Smart Start did finally reach out to me and answered my complaints. Although I'm not entirely satisfied- they did offer to uninstall the device from my vehicle free of charge.

   

  For now, I suppose there's nothing else to do if I'm unsatisfied. I still think the company is terrible, but it is what it is.

   

  Thanks,

   
  Thai Lao

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tried to postponed a calibration and was told it can't be done. And no supervisor's are available to speak to. The reason for wanting new postponed date is that my son's license was taken by the local *** and the unit is on a company truck that another employee will be driving so we need the unit removed since it is a company truck. Smart Start needs a court order to remove it and I have a court date just after the calibration appointment. SO wanted to a later date so that the unit can be removed and not calibrated. They want to charge as many fees and charges they can. I can't believe that a company charging as much as they charge that there is not a supervisor available to speak with anyone. It is hard to actually speak with anyone and going to a local location the staff have no clue how to handle transactions or how to contact anyone other than the main 1 800 number.

  

  Business response

  01/23/2025

  Hello, I have been informed by our service manager that he was able to speak with the customers family and provided a solution to this complaint. If there are any questions or concerns please contact me directly at ************************************

• Initial Complaint

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had smart interlock device installed in my 2013 ***** pilot a couple weeks now and I had problems out it, the device has malfunctioned twice, have lift me stranded and having to call wreckerd to get home or pay $35 for each code or 160 for wreckers , I had to also pay 109 to have them fix what want my fault. I feel as a person no one should have to go through this. I will be speaking with a lawyer about matter

  

  Business response

  01/13/2025

  Hello, we will have a service manager reach out to you to address your concerns.

• Initial Complaint

  01/08/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In July my automatic payment was removed from my account without my authority. On 7/12 I was charged twice for the month of July. On 12/19 my device malfunctioned and I couldnt start my car. I had to have it towed and repaired. Smartstart agreed to cover both expenses but is subtracting the additional monthly charge from July. I have proof that I have paid every single month I have actually had the device. For the past three days I have called the credit department at least 8 times. No one ever answers. I sent an email. I finally got a response by someone by the name of *** ******. I asked several times to please provide me a supervisors contact information so I could actually talk to someone. He wouldnt provide that. I have numerous chats where I have asked for supervisor contact information they only give me the 800 number that no one answers. I have a current text thread asking for the supervisor contact info and again they will not provide. This company I not transparent in any way and is unwilling to resolve my issue.

  

  Business response

  01/13/2025

  Hello, according to the notes in the account it appears that this issue has been resolved. Per notes dated January 9th: Client is asking for available credit/ refund of $369.07 to be issued via check, if additional information is required, please follow up with client via email at ********************** I have confirmed clients mailing address as:
  
  ******** ********
  **********************************************************************

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company was supposed to provide me with the proper documentation when it came time to have my license restored.I found out the day of that they didn't give me anything I needed.When I tried to contact them through their given customer service numbers, it took over 3 hours to get a real person. The automated system is DESIGNED to deter and dodge callers.When I call back in through the sales line I used a few days prior, they forward me to the same department that ignored me before. An hour hold, an hour hold, an hour hold. It's now been five an a half hours for an email!This is inhumane! This is outright disrespect! What am I paying these people for?! I'm sitting in the *** since 8am and it's now 1:30pm!Now the best I was told, was sit and wait for them to call me back when they have the time?!I don't care about "higher than normal call volumes" because if it happens every day, that's the normal amount of call volumes!I've never felt so disrespected by a company or service...and the worst part is, there NOTHING I can do about it and they know it! This is textbook exploitation, disrespect, and ******* business practices.Why have an interlock company advertise to give me discounts on the hold prompt rather than give suggestions for not drinking and driving?!The entire company should be shut down for bad business practices and inhumane customer treatment.

  

  Business response

  01/13/2025

  Hello, per the notes in the account it looks like this issue has been resolved. If you need further assistance, please contact me directly at ************************************

• Initial Complaint

  01/03/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had to have a handheld device for a Dwi with smart start.Deposit in as paid and I made monthly payments. Six months come and go I turn it in and they say I get a refund Ive called several times least messages and sent emails nothing.

  

  Business response

  01/07/2025

  Hello, per the notes in the account dated December 16, 2024, ACH was submitted on 11/25/2024 and rejected by bank. Check ****** was cut last week.

• Initial Complaint

  01/02/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On hold for three hours. Phone hung up. ******** customer service. No explanation of information needed. Horrible communication. No explanation for charges.

  

  Business response

  01/07/2025

  Hello, please let me know if you are still in need of assistance. Per the notes in your account dated ******* 3rd: RETURNED CLIENT'S CALL TO ************. CLIENT SAID HAS BEEN HELPED.

  I can be reached at ***************************************************************

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The morning of Dec 28th my Smart Start portable device that I have had since March 2024 quit working after my first blow window at approx 6:45 am CST. I called Smart Start when the call center opened at 8 am CST that morning. I was told that a new device would be mailed that day on Dec 28 to arrive at the *** location at ************************ the next day on Sun December 29th. This is because the device incorrectly without warning noted Caliibration Req and locked me out despite the App showing calibration was due April 2025 and no prior warning of anything different. I still do not have a tracking number, and need a refund for any down time and this hassle Also a *** with Smartt Start needs to call my PO.

  

  Business response

  01/07/2025

  Hello, your account shows that this complaint has been resolved. Please contact me at ************************************ if you are in need of any further assistance.

  Customer response

  01/17/2025

  Complaint: 22744722
  
  I am rejecting this response because:  I still need a partial credit of $40.54 for the days I could not use it.  Not to mention the insane amount of time spent calling Collin county and hours on the phone with your company
  
  Regards,
  
  ******* ********

  

  Business response

  01/23/2025

  Hello, a credit has been issued to your Smart Start account for $40.54.

*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. ↩