Complaints

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im sitting here 45 minutes after my appointment time, they should have rescheduled if they are running that far behind, I have fa.ily coming over the house to have a meal that I haven't had a change to prepare because I am waiting for them to get tomy car and after business hours

  

  Business response

  01/07/2025

  Hello, I am not able to find an account under this name, email address, or telephone number. Please provide your date of birth and drivers license number.

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Smart Start is currently showing me outstanding for $340 as there is a device charge on my account that is not mine. When I ask them to remove it so that I can pay the fee I owe they tell me it is all or nothing and I have to wait 5 to 7 business days for the device that is not mine to be removed. When I ask for a manager to escalate they tell none are there to take my call. This device is court ordered and I am currently not able to use because my account is locked. I dont understand why I am punished due to a Smart Start error.

  

  Business response

  01/09/2025

  Hello, your account currently shows a zero balance. Please let me know if there is a pending issue that I can assist you with, I can be contacted via email at ************************************

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im not in lockout, yet. But I will be seeing as its Christmas Eve December 24. My truck goes in lockout on the 26th. I went to one location yesterday and was awaiting my calibration only after an hour and a half waiting the tech came out and said their scanner wouldnt work and theyd been on the phone with a tech from smart start. I thought no big deal there are other places So I went to the places smart start has online as service centers. I had already drove a state over to the nearest service center. So I go to ***** auto in ************ who says we dont do those anymore. Went to dashboard audio but they were closed. So I tried sound decision who also told me they dont do services or deal with smart start at all. I called the first shop back again to see if they had any luck getting it fixed and they said not until we get a scanner in the mail. Theres a spot in **********, that I called and theyre not open at all this week since the only two days they open normally fall on Christmas and Christmas Eve this company is nothing but a scam. I spoke to some lady yesterday that I could barely understand and it sounded like she was trying to read directly from prompt. If there are ************ centers open to get a calibration, how can they legally charge a lockout fee? Or would it be easier to clip the two wires and mail the device back to them?

  

  Business response

  01/07/2025

  Hello, I apologize for the scheduling issues due to the holidays. I have issued a credit to your Smart Start account for the lockout fee and lockout code. You have a current credit balance of $109.50 on your account that can be used for future services.

• Initial Complaint

  12/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June of 2024 I had a smart start baiid installed in compliance with Illinois sos. In late November it started malfunctioning. On December 12th it went into violation lock due to the screen losing power. On December 13th I took it in for service. Smart start attempted to charge me a $75 dollar fee for the violation. As I was pulling out of the service center it malfunctioned again and I pulled back in. After 2 hours with the tech on the phone with smart start they finally changed out the unit. It worked for about a day then started malfunctioning again. I returned to the same service center on December 16th. This time, smart start demanded not only another $75 for the violation but also another $75 for a malfunction fee along with $50 for a repair. This is leased equipment. I do not own it. They refused to speak to me after hours on the phone, simply demanding more money and hanging up when I request to speak to a supervisor. On the 16th they told me there was nothing they could do and I would just have to have it towed each time it malfunctioned. The tech at the service center (who is a contractor, not a smart start employee) took it upon himself to change out all the wiring harnesses even though smart start said it would not help. It did help. Thankfully now it is working fine but I dont know for how long. I should not have to pay a fee because of their negligence and incompetence in troubleshooting. I have never had any violations until the malfunctioning issue. Please help me to get these fees removed from my account.

  

  Business response

  12/17/2024

  Hello, the account shows a $75.00 violation lockout fee was charged on December 13, 2024. Based on the Technician notes in the account this charge will be credited back to your Smart Start account. The account also shows that the contractor charged a $25 service fee on December 13, 2024; and a $50 service fee on December 16, 2024. These charges will also be credited to your Smart Start account. The total of all credits is $150.00 which will bring the account balance to $47.35.

• Initial Complaint

  12/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been using their interlock as I am required to have it by the Colorado ***. I received a letter from the *** in November stating that Smart Start has not sent them proof of my using it and calibration since September when I got it in August. The *** said they'd suspend my license if they didn't send it over. It has been weeks now, and I have sat on their main phone line on hold for 2-3+ hours at a time to speak with someone. I've emailed them. I've messaged their chat on their website. I've had the *** email them themselves, and they have not sent my information over. They always say to check in with the *** within 48 hours, and nothing. They gave me their colorado direct number, and every time I call, I get sent to voicemail. I have left multiple voicemails and have not heard back. At this point, my license has been suspended for a while. This is outrageous as I am complying with everything required by the ***, and Smart Start won't send my information over. I need my car for work and everything, and now I'm stuck trying to *** rides since they won't send my information. 3 months worth of not sending information. I pay a lot of money to have this in my car, and they won't resolve this issue.

  

  Business response

  12/17/2024

  Hello, per our Colorado Administrative Manager, Ms. ******* has been contacted and instructed to bring the vehicle in for service so that the data logs can be downloaded and transmitted to the state DMV so that the suspension can be cleared.

• Initial Complaint

  12/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  For starters I have a court document stating "all fees/charges are waived. This document was signed by a Judge. Smart start has the document on file. For the last 11months I was charged a monthly fee for around $160 in fees for having the interlock device in my car. My car has a transmission problem, so I haven't been able to drive it. I called and spoke to a specialist last January and I was told not to worry I shouldn't be charged. Now 11 months later I'm being told there's a balance of ********. I spoke to ******* ***** today 10/10/2024 and she was rude and continuously ignore my concerns. She told me it didn't matter that I have the signed document from a judge I need to pay, and I will continue to be charged to the account She kept trying to hang up on me. The issue wasn't resolved. I then called back and spoke to someone else and explained everything to her. She tried to help me and contacted the compliance team to make them aware of the situation. She clicked over and never came back on the phone

  

  Business response

  12/17/2024

  Hello, the court waivers do not cover lockout fees, warranty, or unit write offs.  The vehicle was last serviced on March 12, 2024. Due to inactivity the unit was written off since it has not been returned to Smart Start and is considered lost/stolen. The equipment will need to be returned to a service center and any past due balance must be discussed with our credit and collections department.

  Customer response

  12/17/2024

  Complaint: 22668979
  
  I am rejecting this response because:
  I contacted Smart Start and told them my car wasn't drivable due to my transmission. How can the device be a write off. I wasnt given any options but to service the car when its fixed . My car is still not fixed and now its time for the device to come off. No one has contacted since I explained to them what was going on. I don't have ***** to pay for the device to be taken off.
  Regards,
  
  ****** *********

  

  Business response

  01/07/2025

  Hello, per our prior response: the court waivers do not cover lockout fees, warranty, or unit write offs.  The vehicle was last serviced on March 12, 2024. Due to inactivity the unit was written off since it has not been returned to Smart Start and is considered lost/stolen. The equipment will need to be returned to a service center and any past due balance must be discussed with our credit and collections department.

  You can also contact our Credit and ********************** to arrange for the retrieval of the interlock system. You will need to make arrangements with them. The direct phone number is ************

• Initial Complaint

  12/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Unit has been faulty since installation. Have received 3 lockout charges, 2 have been reimbursed. This most recent lockout charge was caused from a faulty handset unit. 24 Nov erratic handset behavior, screen going blank during countdown resulting in lock out. 26 Nov brought unit to garage for troubleshooting, handset started acting faulty in presence of technician, he recommended replacing handset. Handset was replaced on that day and unit has worked perfectly ever since. I filed an incident report with Smart Start on 26 Nov, there website says you will receive an answer within 7-10 days. I have still not received an answer. **************** hangs up when I call. I would like reimbursement for the 26 Nov lockout charges.

  

  Business response

  12/11/2024

  Hello, a credit of $81.15 was applied to your Smart Start account to offset the lockout fee.

  Customer response

  12/11/2024

  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

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was instructed that I was approved to get the device removed. I got the device removed then had a sanction placed on my license that it will be cancelled. Now i have to pay for the device to be re installed. I tried to contact smart start but was told i can not speak with a manger supervisor. I am now having my license suspended due to their negligence. I have contacted my auto shop who handled my device and they stated all the messsges are documented in the system. I need some type of resolution, and for them to cover the installation and removal of the device as this is due to their negligence.

  

  Business response

  12/17/2024

  Hello, the customer was informed via email that the end of program date as established by the state was 1-28-2025 and that he could remove after that date. The following email was sent on November 19, 2024: Dear Customer, We have processed your removal authorization.  Please contact your local service center to coordinate the removal of your device on or 01/29/****** $59.50 administration closing fee will be due at the time of removal. This is fee is non-refundable and must be paid in full before the removal can take place.  This fee does not include any additional cost owed such as removal, labor cost, lockout fees, or any other balances owed.  

  Due to the unit being removed at the customers request prior to the end of program date, the unit was required to be reinstalled. Therefore, all charges for removal and reinstallation are valid.

• Initial Complaint

  12/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Nov .11th .I had a violation 3 minutes after I just started truck with a pass. Then a fuel cell message showed up.then a missed ******* did this twice. Then it let me blow .and passed.Went to dealer. They installed new handset.On Nov 14th. I had did 6 tests, all passed. Then I got a violation. Reblew with a passing test. Rest of day was fine. They are charging me 50.00$ for each incident. 100.00$ total. It was equipment failure. Not my fault.

  

  Business response

  12/11/2024

  Hello, the account shows that a violation lockout fee was assessed on 11-12-2024 in the amount of $60.34. This amount will be credited to your Smart Start account. 

  Customer response

  12/11/2024

  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

  12/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was trying to get my interlock device removed from my vehicle for weeks where they kept telling me that had to verify that my device could be removed. I finally called the *** to check to see if the *** needed to send them any information to remove the device. The *** instructed me that the date on the back of my license was all that was needed for the removal and that the interlock company was just trying to keep the device on longer to get more money out of me. I finally was able to schedule an appointment to get the device removed to which they charged me $37.45 but was not given a reason for the charge. I called the corporate number and the reason they gave for the charge was a missed appointment in September that was not true because a missed appointment means the device goes in lockout mode which my device was never in lockout mode.

  

  Business response

  12/11/2024

  Hello, the account shows that on July 16, 2024, the next service appointment was scheduled for September 16, 2024. Mr. ******* missed this scheduled appointment and came in for service the following day which was September 17th. The device was still in a ***** period for lockout purposes, however, due to the missed appointment a charge of $37.45 was properly assessed. The ignition interlock system was removed on December 4, 2024, and the account shows a zero-balance due.

*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. ↩