Complaints

• Initial Complaint

  12/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Due to my own ******************** from the Missouri *** I was required to have a interlock device in my vehicle for 90 days. Smart Start's device was installed end of June 24. Smart Start was to ***ort to Mo *** each monthly calibration. I had no violations in the 90 day period. 9/20/24 was the date of the last needed calibration. At the service center we discussed this last calibration & that I was finished. I expected to recieve notification i didnt so I called to begin the removal process. I followed the prompts it directed me to their website that did not list the information needed. Many x's I called was placed on hold for hours & was dc'd. Finally spoke with a *** who said i had to have a document from the *** to start the removal. I called Mo *** who said smart start had not sent the final ***ort. This was mid-October. Smart start continued charging my account even though they knew services were no longer needed delaying ***orts they knew I couldnt remove the device without it. I returned to calling Smart start again the same *********** on hold. After being on hold for 4 hours I connected with someone willing to assist. The state got the ***ort days later & removed my license restrictions. After receiving the letter i called smart start was sent a link to a form & upload the letter & wait 3-5 bussness days. I have screen shots of the ******************* showing recieved each time but I called they couldnt find them. Last week I spoke to many ***s same result. I contacted the *** for help. Then in text with smart start told them I was ***orting to the state & the BBB. Took several calls because they didnt want to schedule the appointment. 2 months of intentional delays with continued charges. Today 11/18 the device was removed & again more additional fees. I am upset regarding the over charges and feel they are due back to me additionally I feel no one should have to go thru this & be robbed of their time, money & being held hostage by this company.

  

  Business response

  12/17/2024

  Per the Smart Start ********************** there was not any communication with the client and Smart Start until 10/16/24. The 5488 form for DOR was processed on 10/23/2024. Client did not remove the device until 11/18/2024. Therefore, all charges assessed are valid.

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company deliberatly did not upload my calibration to the state to get device removed from my vehicle so I would fall into another month lease payment. The state finally had to get involved to force them to upload calibration. I want my final lease payment refund of $175.99.

  

  Business response

  12/17/2024

  Hello, the account shows that the additional charge for monthly service was credited back to the account on **********. The device has been removed and the account shows a zero balance.

  Customer response

  01/03/2025

  Complaint: 22611160
  
  I am rejecting this response because: No refund was ever issued.
  
  Regards,
  
  ******* ******

  

  Business response

  01/07/2025

  Hello, per our prior response, the account shows that the additional charge for monthly service was credited back to the account on **********. The device has been removed and the account shows a zero balance. 

  There is no refund due since the account has been zeroed out.

  Customer response

  01/07/2025

  Complaint: 22611160
  
  I am rejecting this response because: 

  The reason the account was at zero was you made me pay to get the device removed. You still owe me $175 because you took me into another month when it was not needed. I feel you pourposly did that.
  
  Regards,
  
  ******* ******

  

  Business response

  01/09/2025

  Hello, per our prior response, the account shows that the additional charge for monthly service was credited back to the account on **********. 

  Since the amount was credited back, no payment for the month was collected, therefore a refund is not warranted.

  Customer response

  01/09/2025

  Complaint: 22611160
  
  I am rejecting this response because:

  Refund was not given. I overpaid by $175
  
  Regards,
  
  ******* ******

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Device had been going black & back on saying initializing even though was driving down the road. Ran my battery down 11/28 had to jump my car. Left it running to charge battery. Checked on it several times for a blow test. Finally blew & violock came up. My sister initially tried to drive but alcohol was detected. around ******* that morning. Device went black and came back on. Ran battery down. Missed test due to device not working properly & my sister's alcohol content. Had filed for early removal & was due to apply again 11/26. Magically device ************************ tripping the week of new a new application for early removal. Feels like a complete setup

  

  Business response

  12/03/2024

  Hello, the data log shows that the device was functioning properly and that all battery levels were in the 12+ voltage range indicating that there was no power issue with the device. The log shows multiple skipped tests, and a failed alcohol test which resulted in a violation lockout pursuant to the rules and regulations of the state ignition interlock program. Based on the data the request for a refund of the violation fee is denied.

• Initial Complaint

  11/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The device installed in my car malfunctioned and the only option I had to get it repaired was to have my car towed to a service center. I was told by the customer service representative that I would be reimbursed for the tow charges and the $75 shop fee. I submitted the request for reimbursement that was supposed to be responded to within 2 weeks. I filed it October 7, 2024 and still have not gotten a response. Ive called and spoke to a representative that said they would escalate the issue and Id hear back within ***** hours. That was weeks ago. They owe me $275 and are almost impossible to get a hold of and refuse to do their job in a timely manner.

  

  Business response

  12/03/2024

  Hello, a credit has been issued to your Smart Start account for the tow cost ($200.75) and the service lockout charge ($81.20). Your account now shows a credit balance that you will be able to use for future services.

  Customer response

  12/03/2024

  Complaint: 22609871
  
  I am rejecting this response because: I just checked my account today, 12/3, and there is no credit balance. I received an email from the company yesterday stating they must get approval for the tow reimbursement. I have not been reimbursed and my account shows my nest payment will be deducted from my bank account 12/8.
  
  Regards,
  
  ****** ********

  

  Business response

  12/11/2024

  Hello, your accounts shows that on December 3, 2024, a credit was issued to your Smart Start account for the tow cost ($200.75) and the service lockout charge ($81.20). Your account now shows a credit balance that you will be able to use for future services. As of today, December 11, 2024, your Smart Start account shows a current credit balance of $227.84.

• Initial Complaint

  11/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have paid over one thousand one hundred and fifty two dollars on this interlock product a little over 2 months. This is insane. There doesn't seem to be anything regular about billing ie, $57 here, $112 there, and not to mention the failed or missed tests your machine decides my breath samples were not good enough or I didn't blow hard enough and secretly charges me $75 or $80 when I get to the shop or else I face a LockOut. It is frustrating. Over a grand in 2 months. I feel like my money is being stolen from me and soo far there is nothing I can do to protect myself. Your product is meant to keep sober drivers on the road, yet, with all the ticking sounds going on under my dashboard (as if doom is well on it's way and soon to strike) while I'm fighting with this device to except my breath sample in the middle of traffic is just plain scary especially when I'm on the highway at 70mph. Not ok. Your device even changes its tone and amps up the noise and uses different beep sequences to further scare drivers. Not cool and how is that legal while using a cellular phone can get a driver ticketed? Doesn't make alot of sense, but I'm expected to pay for it just the same. You guys are cheating, getting drivers get upset, raising their blood pressures, making their breath samples waaay tooo long to pass under those circumstances and that's how you guys are stealing money from us. That's not right at all. I want to money credited to my account that your system said I failed because an IID is supposed to do one thing, keep drivers driving sober. Not a single breath sample came back with alcohol and that's what the device should be looking for. $1,152 in 2 months? Stop this nonsense!Please!

  

  Business response

  11/25/2024

  Mr. ***** account shows that he paid the initial enrollment fee of $40.00 when he scheduled an installation appointment.The price plan shows that he is being billed $105.00 per month which has been assessed on three occasions. He also was billed $52.50 when he set up the biweekly autopay. The account also shows that he has been charged for two violation lockout fees, the first was on September 30, 2024, which was due to multiple positive alcohol tests and skipped tests; the second was on October 14, 2024, due to multiple skipped tests (pricing does not include tax). When the device enters violation lockout mode the device will being a countdown timer so that the user knows the time frame in which they must bring the device in for service, downloading of data, and reset. Regarding the testing while driving, the device provides a countdown timer so that users can find a location to pull over and/or stop to complete the test sequence. The testing is a requirement of the state program rules and regulations. Mr. ***** states he has paid over $1,152. The transaction record shows the total amount charged to date is $597.24 by Smart Start, with $485.20 paid resulting in a balance due of $112.04. In addition, the shop shows that he has been charged $188.00 for the installation of the system, and three service fees of $25.00 each. These are normal and customary charges. The total of all charges, including Smart Start and the shop, is $860.24 through 12-30-2024.

• Initial Complaint

  11/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  As apart of my sanctions for probation Im instructed to have an ignition interlock installed in my vehicle. On October 15th 2024 I had the device installed with a free installation coupon from my attorney. I received a notification via smart start portal that I was due for a calibration On November 13th 2024 @8:30am. So I took my truck to get calibration, after the calibration the technician told me that I had an unpaid balance of $91.96 and he set me up to make the payment on the following day November 14th 2024. Before leaving the facility I specifically asked the technician if I needed to be present for the payment and he said No and that I can make the payment via the web portal or the app. So in November 14th 2024 I made the payment. Fast foward to today on November 19th 2024 at 7:30am I went to crank my truck and the device displayed a lockout svc message. So I called the company that installed the device and explained the problem, he then told me to call Smart Start and have them give me a code to unlock the device so that I can bring my vehicle to them so they can troubleshoot the issue. I called smart start and the representative by the name of ***** told me that I have to pay a $35 fee to retrieve the code but per their policy the fee is only enforced to those that miss an appointment or violate the policy, which I did not. I asked if I could speak to a supervisor and she told me that there was no supervisor available, so I asked if she could have a supervisor call me back and she said no and that they would just tell me the same thing that she said. So I asks her what are my options and she continued to say that I need to pay the $35 in order to get my truck device unlocked, which I was not at fault or caused the device to fault. She then told me that the reason the device locked was because it was miscommunication between smart start and the vendor ******************* specialist). Now I can not drive to work because my truck is locked.

  

  Business response

  11/20/2024

  Hello, you will need to obtain the lockout code in order to get your vehicle in for service. Once this is done, please contact me at ************************************ and I will issue a credit to your Smart Start account for the cost of the lockout code as well as any other lockout charges that may be assessed.

  Customer response

  11/20/2024

  Complaint: 22579357
  
  I am rejecting this response because: It was not my fault that Smart start and the vendor had communication issues regarding the calibration service in which I was in compliance with! 

  
  Regards,
  
  ******* *******-******

  

  Business response

  11/21/2024

  Hello, as previously stated, you will need to obtain the lockout code in order to get your vehicle in for service.

  Once you have the device serviced inform the Technician to push the balance forward. When this is done, please contact me at *************************************************************** and I will issue a credit to your Smart Start account for the cost of the lockout code as well as any other lockout charges that may be assessed.

  Customer response

  11/21/2024

  Complaint: 22579357
  
  I am rejecting this response because: I dont want a credit to my smart start account because I can not use that credit outside of your platform. This is getting seriously out of hand and unprofessional on your end. I did not cause any of this and therefore I should not be responsible for any fees or costs. I need that device unlocked yall are out of compliance and has voided the contract. 
  Regards,
  
  ******* *******-******

  

  Business response

  11/27/2024

  Hello, as previously stated, Hello, you will need to obtain the lockout code in order to get your vehicle in for service. Once this is done, please contact me at *************************************************************** and I will issue a credit to your Smart Start account for the cost of the lockout code as well as any other lockout charges that may be assessed.

  If a credit remains on your account at the end of your use of the Smart Start system we can process a refund at that time.

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a car accident on September 30, 2024 which totaled my car. I was not at fault for this accident, and I called to notify them of my situation. The ignition interlock device was in that car, and I have tried to resolve this to have it removed. I have spent many hours on hold between their credit department which supposedly handles the removal, and their corporate office lines, only to be bounced back and forth. I am still paying on this, they have told me they do not have a technician to go remove the device after they said they emailed their Florida manager. I have tried asking mechanics to see if they can remove it for me, I even offered the mechanics at the shop I installed it at to remove it, but the tow yard is only open Monday-Friday and it is an hour plus away. I offered them very fair compensation to remove it, I never asked for it to be done free or cheap. Today, I was told I have to pay for the entirety of the device, and I understand everything - but if my car was totaled and I had no way of getting it to a service center, we were in the middle of hurricane ****** at the time as well, and they have nobody available on their end, why should I be held responsible for this? If they said I had to pay $150 to them (I'm just naming a figure) to have someone go remove it, then I would have paid it, but if I did all of my due diligence and even the representative said today there were extensive notes where I had communicated with the company, why? Why should I have to be held responsible financially, for something I had zero control over. I kept being told I had to take my car to the shop to remove it, I don't know how I couldn't be more clear that the car was in a salvage yard with parts everywhere, then I had to sign my title to be paid out for the total loss, so the insurance company now owns it. They made a note that anyone could go remove this device, so that isn't an issue and even tried asking the lot they took it to but they had nobody.

  

  Business response

  11/20/2024

  Hello, per our credit and collections department Mr. ******** is responsible for the cost of the lost equipment due to the accident. It is recommended that he contact his insurance complany and include the cost of the equipment with his automobile claim. The total amount he is responsible for is $757.75.

  Customer response

  11/20/2024

  Complaint: 22564121
  
  I am rejecting this response because:
  

  The equipment is not lost, the equipment is in the vehicle. I have reached out to the adjuster and told them they should be responsible for this, and they said they are not that it should be smart start. Now, smart start says I am responsible for the equipment. I am attaching very recent conversations, one is from the Copart lot asking when I'm coming to get the equipment, the other is from today where the ************** adjuster responded saying you all are responsible. Why am I responsible because of your lack of technicians to remove the device? I took the handheld and turned it back in because I was able to retrieve that. Why is Smart Start not prepared with someone in this case that can remove it? I have made so many attempts, spent NUMEROUS hours on the telephone going back and forth with your customer service department. Actually, I will include a screenshot of my calls to smart start and you can see by date how long I spent on the phone! I would call at 8am when they said they opened at 8am Eastern time only to call and call with no answer until 9am. I don't understand how I am responsible for this when you clearly see the messages, the calls, I've called representatives on their phones twice which I can not include screenshots of because it only allows 5 attachments. I'm sorry, with all due respect, where is the disconnect? Why do you have an option which allows you to report that your car has been totaled, but no technicians available to remove the remainder of the equipment? How is any of this right or fair, and not to mention meanwhile I am also still paying for the rental of the equipment! This is mind blowing, someone needs to rectify this situation the right and ethical way! You can see all of my calls to smart start customer service (again, I have also called agents and spent quite a lot of time with them on 2 occasions as well!) And you can see that they are still asking about the removal of the property as of November 11 and even when responding back on November 15 it was still there, and you can also see the reply from the claims adjuster. Please help me resolve this, I have done everything within my powers and have spent more money than I should have from my pocket due to this accident. I even submitted photos of the accident, so you can see from September 30 to my call to Smart start they were immediately notified and with follow up. 

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

  

  Business response

  11/21/2024

  Hello, our records show that all of the equipment has been returned to Smart Start. The account now shows a zero balance due.

  Customer response

  11/22/2024

  Complaint: 22564121
  
  I am rejecting this response because:
  

  Yes, I returned the equipment after spending 2 hours there and 2 hours back, after not being able to get a straight answer from anyone.

   

  This entire time I have been paying for fees and now a violation for $75 yesterday. If Smart Start had a technician available, this would have been an open and shut case. All the while, fees upon fees adding up and now the violation. Can you please investigate the fees and violation and at the very least reverse the charges after September 30? It doesn't seem fair to be out of pocket when I called October 1 to report everything. Any help to look into this is appreciated, since I still can't receive a proper response from customer service. I understand that the fees would add up when you have the equipment, but circumstances out of my control with no technicians and then everything with ******, I would appreciate anything that can be done to offset those charges that were incurred out of my control. I was told I was risking removing the equipment because it could be damaged, but I couldn't pay the almost $760 for something that wasn't my fault. Even the accident shows me listed as driver 2, as i was not the at fault driver. I have attached all the payments made within the last 90 days from my bank app.

  Thank you!

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

  

  Business response

  11/22/2024

  All fees have been waived and your account now shows a zero balance.

  Customer response

  11/27/2024

  Complaint: 22564121
  
  I am rejecting this response because:
  I truly appreciate that you are waiving the fees and my account has a zero balance. However, this is because I made payments to bring it to zero. I am attaching a screenshot of all of my payments to Smart Start from the beginning of my installment in June. I just installed the new device in my truck on November 1, and you can see between having to pay the $200+ for installing that (I understand that went to the shop that installed it and you have no control over it) and the recent payments for what was in my Accord. I am also attaching a screenshot which shows I still owe a balance as well and that payment is overfurdue for the ***** Accord.

  I am just asking for some ***** with the account with the ***** Accord. The payments I was charged for, between 09/30/2024 thereafter, ONLY for the ***** Accord account. I was very hesitant to do anything in regards to removing it myself because I was told should anything be damaged by removing it myself, I would have to pay for the entirety of that equipment, so you can see why I had such hesitation. I would just like those fees reversed/credited back to my account - however you do it (credit/refund back). I am not trying to be unreasonable or anything, my stance is if Smart Start had someone to remove this at the beginning none of those fees would have been assessed. I paid $140+ for the violation and another fee for removal of it (inclusive) even though I did it myself. Then, I had made another payment on or around 11/18, another payment on/around 11/04. I am just asking you to please take 5 minutes, look through my account, and have some *****. I get laws and regulations, truth be told my case wasn't even alcohol related, so I know it can't be an alcohol related violation as I don't drink alcohol since being diagnosed with epilepsy in 2009. I am just asking for a little ***** with a situation outside of my control. 

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

  

  Business response

  12/17/2024

  Hello, any payment arrangements or ******* will need to be discussed with our credit and collections department directly. Please reach out to them at **************.

• Initial Complaint

  11/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I pay monthly for the service that they provide I overpaid instead of 150 a month I paid $675.12. I called to get a refund and they have refused to help me. They have said I owe a payment in 10 days again, Im very disappointed with this and I think this company needs to be looked at for overcharging customers because I have looked at my monthly statement and I have overpaid some months and they are still saying that I need to make a payment $600 is a lot of money a month so I really appreciate if you could help me with this

  

  Business response

  11/15/2024

  Hello, your account currently shows that you are current on all payments. A note dated November 11, 2024, states that you spoke with our Credit and ********************** and were informed that your payment covered the past due balance, therefore they are unable to provide a refund. Please contact our credit department directly at ************** if you have any questions,

• Initial Complaint

  11/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In May of 24 my truck broke down and had to order a part which took a couple weeks. When I got the part in and was able to drive my vehicle the interlock was in countdown and I drove to the service center to get it serviced but unfortunately the guy had already left for the day so I had to get an unlock code to continue driving my vehicle and brought it in the next day for service. I called Smart Start and they said they wouldn't waive the interlock fee, which was non alcohol related. Then in July I bring it in for service and was charged an extra 25 dollars because Smart Start refused to pay them for June on top of the normal 93 I had been paying. I was informed then I had a balance of 168 dollars. I called Smart Start and was told the 168 dollars was unlock fee and the 93 dollar monthly fee. I have not missed a payment since I had it installed. 11/07/24 I took truck to get serviced and was charged 262 dollars the 168 balance and charged me another monthly fee. I called and they said they couldn't reimburse me. Wanted me to fill out a dispute on website. Which I refuse to do. Now I want the interlock fee waived, reimbursed for the monthly fee I was charged twice for and the 25 I had to pay in July (email I received said it would be in effect in August). I pay my monthly fee on the app and there is no way to pay for anything else on it. The service center took my payment yesterday and I did not talk to anyone and didn't authorize the 262 dollar payment.

  

  Business response

  11/15/2024

  Per the notes in Mr. ********** account, he spoke with our credit and collections department on November 8, 2024. He stated his vehicle broke down and ran past his lockout date, he was informed that once he misses his appointment date, he will be charged additional fee, however, the transaction record shows that he was not charged this fee. He then stated he was double charged on November 7, 2024. The notes state our credit department went over the charges and payments with him and sent Service Tickets to his ********. Munnerlyn was informed he has been having a running balance since May 2023.He stated he wants a credit, and he is not filling out any paperwork and he wants to speak with someone regarding the violation fee he was charged for because it was not an alcohol related violation. As stated above, there are no violation fees on the account. Mr. ********* then stated he will contact the BBB and have Smart Start revoked. During a later call, Mr. ********* spoke with another agent and was informed that he had a running balance since May 2023. This call was discontinued due to the use of profanity and another threat of him filing a complaint with the BBB. Mr. ********** account currently shows a zero balance with a paid through date of 1-23-2025.

  Customer response

  11/15/2024

  Complaint: 22545699
  
  I am rejecting this response because: They didn't address why I was charged for two months when I haven't missed a payment since I've had it installed. The $168.00 payment included a month so I shouldn't have had to pay an additional month. Also they didn't address the $25.00 I had to pay in July.
  
  Regards,
  
  *** *********

  

  Business response

  11/19/2024

  Hello, as previously stated: Per the notes in Mr. ********** account, he spoke with our credit and collections department on November 8, 2024. He stated his vehicle broke down and ran past his lockout date, he was informed that once he misses his appointment date, he will be charged additional fee, however, the transaction record shows that he was not charged this fee. He then stated he was double charged on November 7, 2024. The notes state our credit department went over the charges and payments with him and sent Service Tickets to his email. Mr. ********* was informed he has been having a running balance since May 2023. He stated he wants a credit, and he is not filling out any paperwork and he wants to speak with someone regarding the violation fee he was charged for because it was not an alcohol related violation. As stated above, there are no violation fees on the account. Mr. ********* then stated he will contact the BBB and have Smart Start revoked. During a later call, Mr. ********* spoke with another agent and was informed that he had a running balance since May 2023. This call was discontinued due to the use of profanity and another threat of him filing a complaint with the BBB. Mr. ********** account currently shows a zero balance with a paid through date of 1-23-2025.

  The $25.00 referenced is a fee charged by the service center which is an independent contractor of Smart Start. The shop charges this fee for their services, this is not a Smart Start fee.

  Customer response

  11/21/2024

  Complaint: 22545699
  
  I am rejecting this response because:

  So you basically you admitted you charged me for two months and applied it to December?

  Why couldn't anyone explain that instead of avoiding it. I'm on a fixed income and can't afford to be paying for your mistakes. 

  The $25 service fee was included in the monthly lease agreement. Ya'll decided you didn't want to pay the vendor anymore so we have to pay them separate now. The monthly lease fee of $93 is still the same however.

  I didn't receive notice of that change until I took my vehicle in to get calibrated in July and was blindsided having to pay them $25 including the $93 lease fee. The lease fee should reflect the difference. A price increase of $25 is extreme under any circumstances...so yes I question the business practices of Smart Start. 

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

• Initial Complaint

  11/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Smart Start will give me false violations, lock me out of my car, and then take 5 hours on hold to answer. They end up not answering the phone after waiting on hold for hours to speak to a human, and I am legally not allowed to remove the device to get a different breathalyzer company.Smart Start is pretty much controlling my life at this point. They are using the legal requirements of states to put customers in a pickle to spend more money with them and then offer no availability to speak with technical support without waiting hours upon hours on hold on the phone.

  

  Business response

  11/12/2024

  Hello, your account shows that you were assessed a violation lockout charge on August 26, 2024, and that this charge was reversed at that time by the shop Technician due to a unit issue. If there is a recent incident you will need to have the unit downloaded so that we can analyze the data log to determine if the unit is functioning properly. If it is not functioning properly, we will replace the unit at no cost per our normal procedure. If there is a violation logged that was due to a malfunction and if the shop does not reverse the charge, you can submit an incident report via our website: ******************************* so that we can investigate the issue.

*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. ↩