ComplaintsforSmart Start

• Initial Complaint

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  07/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  06/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As you can see all the receipts for fees paid. I was overcharged several times for lockout fees. In October 2023, the vehicle was being repaired for a month at *********** in ********, **. I was charged a $75.00 lockout fee plus two $35.00 unlock codes plus $18.62 in taxes. In March ********************************** my vehicle. I had to arrange for a friend to take the device to Pueblo (one hour drive) and get me a new device. That one worked but locked me out. It was a Friday and they gave me a 4 hour lock-out code. I had to get another extended lockout code for 72 hours because 5 Star Auto in ****** was closed so they couldn't recalibrate it so I was charged 2 $35.00 lockout fees, a $20 early service fee, and $14.44 in tax on 3/26/2024 plus I had to miss work to drive BACK UP that next week. My vehicle broke down AGAIN on 5/3/24 and I refused to try and get it fixed after having several people look at it as there would be lock-out codes and I didn't have the money to deal with it another month. I called on 5/6/24 AND submitted online ticket request to have the device removed. I waited over 90 minutes on the phone and was eventually told you could NOT service it OR remove the device because my car was in **********, ********, TOO far for your techs to go. As a result, I had to pay $400 to have my vehicle towed to 5 Star Auto in ****** and pay $312.67 on 5/30/2024 to have it removed (the day before I took vehicle). The next day, 5/31/24, 5 Star Auto wouldn't take it out until I paid them $100 and you're STILL showing I owe you $64.02 as a result. I had to buy another vehicle on 5/4/24 and paid Intoxilock, another company $89 to put their device in the other vehicle. I got pulled over without the device on 5/7/24 and got my license taken for a year because of this whole incident. I DEMAND ALL of my money back, $1,398.02 and will be working with Legal Shield - Riggs, *****, ****, Turpen, *************** law firm out of ****** if I don't get the full refund here.

  

  Business response

  06/25/2024

  ****************************** had an ignition interlock device installed in his vehicle on September 7, 2023, as a requirement of his Driver' License reinstatement. The ******************************************* program rules and regulations are established by the State of Colorado, and the interlock device must log skipped tests and that the unit must "lockout" based on parameters set by the state for skipped and/or positive tests are recorded. As stated by ******************************, his unit went into lockout mode due to skipped tests, therefore the unit required an additional service so that the data could be downloaded, the unit be reset, and the data be transmitted to the state. This results in the addition of a lockout fee. Further, when a unit is in lockout, the state allows for a temporary lockout code to be used to allow the interlock device to allow a vehicle to be driven to a service center. ****************************** submitted an incident report to request a refund of the lockout fee and lockout code fees, this request was denied as the fees were not due to a unit malfunction. Violation lockout fee requests when caused by a mechanic must be addressed with the mechanic. A review of the data logs show the unit was functioning properly throughout the month of March. There are no notes in the account showing ********************************** contacted Smart Start to report any problems with the operation of the interlock device. As stated in the complaint, there were vehicle issues that required repair, these were all unassociated with the ignition interlock device therefore any costs for repairs, towing, and inconvenience would not be the responsibility of Smart Start. Regarding the complaint about fees and payments, the $312.67 was a past due balance, and the $64.02 is the removal authorization fee that is still showing as a past due balance. The statement concerning your being pulled over and having your license taken for a year would need to be addressed by the ******** of ***** Vehicle as they determine eligibility for driving privileges, not the interlock vendor. The request for a refund of $1,398.02 is denied.

  Customer response

  06/25/2024

  Complaint: 21887091
  
  I am rejecting this response because:
  

  The DEVICE DID stop working in March 2024 and I had to have it replaced with one from 5 Star Auto. It was not any MISSED TEST, the device simply STOPPED WORKING! I had to get a new one and then it took two lock-out codes, one with a 72 hour extension in order to PAY to get it recalibrated when it was YOUR FAULT!
  You NEED to refund my money.

  Also ensuring everyone who needs this goes through Intoxilock as they are a far superior company. Thank you!

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

  

  Business response

  06/26/2024

  The data logs do not show any unit malfunction that caused a violation lockout. The data logs were reviewed and show the unit was functioning properly. 

  Customer response

  06/28/2024

  Complaint: 21887091
  
  I am rejecting this response because: your response is not adequate. Your data logs are WRONG! I can tell you 100% that the device would NOT LET ME BLOW and retest WHILE I was driving to work on a Friday. I had to stay AT WORK while a friend drove 15 minutes to come get the unit FROM MY CAR and take it to ******, a one hour drive. He then brought the new one to me and it gave me a lockout code with 4 hours when the place that does the servicing, 5 star auto, isn't open until Monday! I had to call for a second lock-out code and then re-arrange my work schedule the next week to go get it recalibrated which they charged me $20 on TOP of it. I didn't go to do that JUST BECAUSE. Your unit MALFUNCTIONED. I don't care what your data logs say, it stopped working. You need to clear any balance DUE and refund that money. I am not paying you guys a dime more. 

  R/S

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

  

  Business response

  07/11/2024

  The data logs are automatically generated by the ignition interlock device, and all data is transmitted automatically without any human interaction. The data can not be manipulated or altered as it is an electronic file. As stated in the previous responses, the data log shows that the unit was functioning properly in accordance with state program rules and regulations.

  ****************************** had an ignition interlock device installed in his vehicle on September 7, 2023, as a requirement of his Driver' License reinstatement. The ******************************************* program rules and regulations are established by the State of Colorado, and the interlock device must log skipped tests and that the unit must "lockout" based on parameters set by the state for skipped and/or positive tests are recorded. As stated by ******************************, his unit went into lockout mode due to skipped tests, therefore the unit required an additional service so that the data could be downloaded, the unit be reset, and the data be transmitted to the state. This results in the addition of a lockout fee. Further, when a unit is in lockout, the state allows for a temporary lockout code to be used to allow the interlock device to allow a vehicle to be driven to a service center. ****************************** submitted an incident report to request a refund of the lockout fee and lockout code fees, this request was denied as the fees were not due to a unit malfunction. Violation lockout fee requests when caused by a mechanic must be addressed with the mechanic. A review of the data logs show the unit was functioning properly throughout the month of March. There are no notes in the account showing ********************************** contacted Smart Start to report any problems with the operation of the interlock device. As stated in the complaint, there were vehicle issues that required repair, these were all unassociated with the ignition interlock device therefore any costs for repairs, towing, and inconvenience would not be the responsibility of Smart Start. Regarding the complaint about fees and payments, the $312.67 was a past due balance, and the $64.02 is the removal authorization fee that is still showing as a past due balance. The statement concerning your being pulled over and having your license taken for a year would need to be addressed by the ******** of ***** Vehicle as they determine eligibility for driving privileges, not the interlock vendor. The request for a refund of $1,398.02 is denied.

  Customer response

  07/11/2024

  Complaint: 21887091
  
  I am rejecting this response because:
  The device DID stop working in March 2024 not due to skipped test. I am telling you it wouldn't register any time I blew in it. This was your company and your device's fault. Why don't you check with 5 Star Auto and ask them.  They gave me a new unit - there were no missed tests. You need to get your facts straight and stop making things up.  You still want to give me this c*** answer that it was missed tests. And further when my vehicle broke down I had called to ask to have it installed in my new vehicle and after 50 minutes of holding I was told you couldn't send anyone out to the location and as a result I was driving my new vehicle without it and further got my license taken because of your company's inability to help their customers.  You need to make it right and refund the money and stop calling me asking for more money from me because I'm not paying another dime to you guys.  My next step is to contact my attorneys which I will be doing tomorrow.  Thanks for being a reputable company and offering good service to your customers.  You guys are a joke and get paid to s**** people over.  **************** garbage customer service, garbage customer complaint resolution. This is how you treat your country's veterans? Absolute trash. I hope you feel good going to sleep at night with your dirty money. Wak. 

   

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

• Initial Complaint

  06/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid my bill over a week ago and received an email receipt of payment but I continue to receive emails and phone calls asking for payment. I have called then twice complaining but the calls continue. They also called my son twice when he is not responsible for my debts. This is harassment.

  

  Business response

  06/25/2024

  Hello, I have requested our credit and collections department to discontinue contacting you.

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My 366 days with this machine has been expired and I cannot get smart start to give a date to get it removed. The State has reissued my license, my parole officer has stated ********************** should remove it and Ive made numerous inquiries. I cannot get an answer and the fees continue to add up everyday! Someone please Help!

  

  Business response

  07/03/2024

  *** notes in the account indicate that the following information has been provided to you.

  Our records indicate you are eligible for a ** Compliance Review. This review can be completed on or after day 365 of the interlock installation. Please come into your local service center to complete a final calibration. This may not apply if you are a multiple offender or if your arrest date was prior to July 1st, 2016. Check your ** D.O.S. Requirements Letter for your reinstatement date or email ********************************** to obtain your eligibility date if you are a multiple DUI offender or your arrest was prior to July 1st 2016.
  
  
  THIS SERVICE IS NOT THE SAME AS YOUR MONTHY CALIBRATION: *** service technician must perform a different process to generate the records that are sent to the ************* of ******* ***re is no charge for a Final Calibration. ** D.O.S. will then evaluate your records which can take ***** business days on average. We will send you a follow up email once we receive the Compliance Review Certificate from the ** D.O.S.
  
  CONTINUE TO PAY LEASE FEES: You will be subject to your monthly lease fees while the device is on your vehicle during the review process. Your Final Calibration may fall on the same day your lease fee is due, you must pay your lease fee. Missing a monthly service calibration MAY extend your interlock requirement a minimum of 120 days.
  
  ** INDIGENT PARTICIPANTS: If you are on the Indigent Funding program your account funds may have ended and you may be responsible for ALL fees after today. *** standard lease fee is $99 plus tax and removal fee is $75 plus tax. Failure to bring your vehicle in for the Final Calibration will cause a delay in the removal process and cause you to accrue lease fees. We can bill the next service to the ************* of ************************* but all fees will be responsibility of the client if the payment is denied. We CANNOT service your account without payment if your indigent funds have been exhausted.
  
  See this link provided from the ************* of ****** explaining the *** Compliance law.
  www.tn.gov/safety/ignitioninterlock
  IMPORTANT!!
  If you have a Final Calibration in a state other than *********, you are REQUIRED to email us when you have your Final Calibration completed. Other states Do Not have the ability to send the report to the ************* of ******* Failure to do this will cause delay in the removal of the interlock!
  
  

  Customer response

  07/17/2024

  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. 

  OK!  I have been taken care of! I received the letter from Smart Start stating everything was clear on my ability to have the unit removed from my car and that was done on 7/12. I have my unrestricted license back. The only downside to this was that I had to pay the rental for the extra month it took them to straighten their/my account out for the machine rental.

  But thanks to you guys for the help in getting this straightened out. My fault for making a bad decision, but I dont believe I deserved double punishment. Thanks so much!

   

  ***********************;
  

*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. ↩