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

  1315 S Water Ave Gallatin, TN 37066-5016

• 

  Smart Start Ignition Interlock

  114 Stockton St Charleston, WV 25387-2521

• 

  Smart Start Ignition Interlock

  263 Patrick St Lewisburg, WV 24901

• 

  Smart Start Ignition Interlock

  3893 Maple Acres Rd Ste C Bluefield, WV 24701

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:10/21/2024

  Type:Product 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.

  Got charged an extra $209.98 during a recalibration for a non existent lockout fee on an interlock device that wasn't even for me, it was in the vehicle prior to purchasing it and had already been cleared for removal. Sent two different requests two weeks apart for refund through their non functioning website and haven't heard a word back from them. Played the transfer game on the phone trying to get a hold of the refund department for over an hour only to finally get to the refund centers voicemail. I do not have an account with ******************** because again, the device was not for me, but no one in this company seems to understand that, and so they refuse to offer any help. They have stolen $209.98 from me and I want it back.

  

  Business Response

  Date: 10/21/2024

  I am not able to locate an account under this name, email address, or telephone number. The attachment also did not include any contact information. Please provide contact information so that this can be investigated.

  Customer Answer

  Date: 10/23/2024

  Complaint: 22446756
  
  I am rejecting this response because: I already explained that I do not have an account with ********************** because the device was NOT FOR ME. You will find nothing under my personal information. I still had to pay to get the device calibrated so I could continue using the vehicle. You may contact me, **** Cainhurst, at ************ or at *********************** to get further details from me. The BBB states that information shared via their website may be posted publicly and I am not comfortable sharing the identity of the actual account owner on a public forum. I do know his name and date of birth, and would be happy to provide that to you to get this issue solved. Again, the interlock device was for a 2009 Chevrolet Silverado in ********, with a serial number of **********.
  
  Regards,
  
  **** Cainhurst

  

  Business Response

  Date: 11/04/2024

  Hello, per our credit and collections department a note in your account states: "friend bought car from client and want to remove.." He was advised that he would need to file a request for removal form which can be accessed on our website: *******************************

  Any questions pertaining to charges should be directed to our credit and collections department at **************.

• Initial Complaint

  Date:10/21/2024

  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 system installed on 9/27. This was the start of my issues with this company, as the representative I spoke to on the phone recorded the wrong email address, and never gave me the proper paperwork for my installation. In addition, I was told my install would take no more than 2 hours, so I brought my car to the shop expecting to go to work the same day. Surprise, it took over 6 hours and the shop has told the company this many times. Thats one day of work missed.When it came to registering the system with motor vehicle, smart start failed to give me all of the appropriate paperwork, costing me yet another day of running around calling everyone to get my issues resolved. Two days of work missed.I had to go back to motor vehicle several days later after getting more information that the agency needed, none of which smart start provided at will. They sent me paperwork that was improperly filled out, and MVC rejected it. I had to drive 100 miles across the state to get new paperwork signed and delivered it to another ***. Third day of work missed. My experience with their customer service has been nearly non existent. Minus some very helpful interactions with someone who my installation shop recommend to me, smart start has otherwise been very messy, and impossible to get in contact with.All Ive ever heard is about how much better they are versus other interlock companies. Honestly, after being forced to miss out on three days of work, its not worth the nightmare. I lost over $500 in wages because of their mistakes and missteps.

  

  Business Response

  Date: 11/01/2024

  The time required for installation is only an estimate. The actual time needed depends on several factors including the make and model of the vehicle, hybrid, electric, push button start, start/stop feature, etc. Our shops focus on a proper installation of the device and will take the time to ensure that all connections are done correctly, therefore the estimated time for installation can vary. This particular installation was scheduled as a drop-off meaning that the vehicle would be worked on throughout the day. Regarding the email address, at time of booking the email address appears to have been missing a letter, this was corrected, and the lease paperwork was delivered and signed by Mr. *********** If the state requires any other paperwork from Smart Start we will certainly provide that to them. 

  Customer Answer

  Date: 11/02/2024

  Complaint: 22440853
  
  I am rejecting this response because: regardless of what the appointment was classified as, I was made aware that install would only take one or two hours, and I had planned based on that, not including the Ubers I had to take or the work I had to miss. I understand it is dependent on the vehicle, however what I cannot forgive is the two days I had to spend traipsing around making various phone calls and contacting smart start to almost to no avail, minus a particular contact given to me by the installation shop. 
  
  Regards,
  
  ******* **********

  

  Business Response

  Date: 11/04/2024

  Hello, as stated in our prior response: The time required for installation is only an estimate. The actual time needed depends on several factors including the make and model of the vehicle, hybrid, electric, push button start, start/stop feature, etc. Our shops focus on a proper installation of the device and will take the time to ensure that all connections are done correctly, therefore the estimated time for installation can vary. This particular installation was scheduled as a drop-off meaning that the vehicle would be worked on throughout the day. Regarding the email address, at time of booking the email address appears to have been missing a letter, this was corrected, and the lease paperwork was delivered and signed by Mr. *********** If the state requires any other paperwork from Smart Start we will certainly provide that to them. 

  Smart Start provided the state with the documentation as required by the state. It is the customer's responsibility to ensure that all documents are submitted in order to have their driver's license reinstated. 

• Initial Complaint

  Date:10/16/2024

  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.

  Smart start was ok to get ahold of to get you signed up, after that, it is impossible to speak to anyone regarding issues. The quote I was given over the phone was not what I was ultimately charged, I submitted complaints via the website as well as tried to call without resolution. In addition, I had constant issues with the device from the **********************. Despite correctly using it at the installation shop, nearly every single time I tried to use it to drive, I would receive a blow longer notice. I went back to the shop to make sure I was doing it correctly, they verified I was. Then, I started my car and at the 3 min after start notice, it detected a violation. I then immediately passed the test, as I had not had any alcohol, however my device was in a lockout. I then had to take it to the shop, where they exchanged the unit, but I still had to pay the fee to unlock it. I submitted my complaint to smart start, in which they refused to issue a refund. Fast forward a couple of weeks, continuing to have issues with blow longer and again, after the initial start up, I cant make the device pass and continue to see errors to the point that I am again in violation and it locks me out. Immediately after the lock out, I can miraculously pass the test. Again, back to the shop, pay the fee, etc. I am removing the device and moving to a different brand due to the complete inability to use the device as described, terrible customer service where you can never reach anyone, ridiculous charges for a device that is completely malfunctioning, and overall one of the worst experiences I have ever had with a business or their customer service.

  

  Business Response

  Date: 10/17/2024

  Hello, I reviewed your account including the notes and the data logs. Based on this review I have requested our accounting department to issue a refund for the two violation fees that you were charged of $81.08 each ($162.16 total). A check will be mailed to the address shown on your account.

• Initial Complaint

  Date:10/16/2024

  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.

  I got Smart Start Ignition Interlock device installed in my vehicle in May 2024. Since having the device installed, I have received 4 faulty violations. One occurred today (October 15th, 2024) and I decided I had been through enough with this companies devices. I called the police to come and prove I was not intoxicated and that the device was malfunctioning. A report was made. I have several proven violation records through smart start that I was able to document everytime that I received a faulty violation. However, whenever I submit an appeal (which is the only thing they will tell you to do after waiting 3 hours on hold when you call), it always gets denied. Even though my appeals are completely valid. This company is incredibly sketchy! They take so much money from people who are actively sober !! This companys equipment has given me 3 severe panic attacks while driving. NOBODY should be a victim to smart start. I have had to pay 360 to Smart start JUST FOR VIOLATIONS not even including the monthly calibration fees. Then SO FAR (all that I have received as of this day), I have to pay $450 to the *** for EACH violation. And I have to pay a lawyer for every single visit so add on another $750 for each violation. Doesnt that sound INHUMAN. PLEASE HELP ME. I need this place to be shut down completely. I need help from someone higher up in status than me! Can you please do something to end this companies scam?! Each time my device has violated, it has immediately said PASS afterward. Yet, its already too late, the device has INACCURATELY detected alcohol in my breath sample. THUS THEY SEND OUT AN AUTOMATED MESSAGE DENYING YOU A REFUND! Then, dont acknowledge the rest of the documented test which includes where you passed immediately after!! I am over a year sober!!!! This is such a scam and somebody needs to stop this. I feel helpless! I cant even get to see a hearing officer (after paying $450) until months and months have passed! This is A TERRIBLE BUSINESS.

  

  Business Response

  Date: 10/17/2024

  Hello. I reviewed the customer's account including the notes, data logs, and incident reports. The account shows that on 5-6-2024 and 10-16-2024 there were lockout charges assessed that were both reversed by the shop. There are three other lockouts from 6-4-2024, 7-10-2024, and 7-17-2024. The lockout on 6-4-2024 showed a low level positive alcohol test that was following by a negative test, this lockout fee ($80.06)will be credited back to the Smart Start account. The remaining lockouts on 7-10-2024 and 7-17-2024 both had at least two positive alcohol tests; therefore these lockout charges will remain. Please be advised that the state establishes the program rules and regulations which set the threshold for a positive test at a very low level, with some states having a zero-tolerance requirement. When the interlock device logs a test above the threshold the device is required by the state program to lockout which requires an additional service appointment, additional reporting, and therefore an additional cost.

  Customer Answer

  Date: 10/18/2024

  Complaint: 22427877
  
  I am rejecting this response because:

  I have been sober for years. The violations that you all have claimed were alcohol related, were not. I am having to pay $450 to the *** for each violation. $1000 to a lawyer to help me defend my case every single time I get a violation. I have spent SO much money on your faulty equipment. Compensating me for only 1 violation is BIZARRE. If you will look at the records of my violations you will see that they are NOT scientifically accurate. One of them states that I was around a 0.02 BAC. Then less than 5 minutes later, upon waiting to blow again to prove I wasnt intoxicated, I received a 0.01. That is NOT how alcohol consumption and metabolization scientifically is proven to work. This, in itself, is a violation Ive paid around $1000 dollars over. Then, the other violation that you are not wanting to compensate me over, was a 0.02 that turned to a pass MOMENTS after receiving the violation. I demanded to the shop that I receive a new device as that breathalyzer had given me 3 violations that did NOT hold up, scientifically. I then, was given a new device. Even THEN, the new device messed up and gave me ANOTHER violation that was proven by the calibration employee to be a faulty violation. So what is it going to take for me to get ALL my money back. Im 22 years old. Thank goodness my family is comfortable financially. Because if it were not for the support of my family, I would have lost my license due to YOUR faulty equipment. 

  
  

  

  Business Response

  Date: 10/25/2024

  Hello, per our previous response, the customer's account was reviewed including the notes, data logs, and incident reports. The account shows that on 5-6-2024 and 10-16-2024 there were lockout charges assessed that were both reversed by the shop. There are three other lockouts from 6-4-2024, 7-10-2024, and 7-17-2024. The lockout on 6-4-2024 showed a low level positive alcohol test that was following by a negative test, this lockout fee ($80.06)will be credited back to the Smart Start account. The remaining lockouts on 7-10-2024 and 7-17-2024 both had at least two positive alcohol tests; therefore these lockout charges will remain. Please be advised that the state establishes the program rules and regulations which set the threshold for a positive test at a very low level, with some states having a zero-tolerance requirement. When the interlock device logs a test above the threshold the device is required by the state program to lockout which requires an additional service appointment, additional reporting, and therefore an additional cost.

  It is important to note that positive alcohol tests are possible to non-consumed alcohol such as breath spray, mouthwash, air fresheners, and other similar products. Many food and beverage products may also contain alcohol to some degree. Due to the low threshold established by the state these items could result in positive tests. This is why customers are instructed not to consume and beverage other than water, eat any food, or use any tobacco or vape product for at least **************************************** the initial response, the remaining lockouts on 7-10-2024 and 7-17-2024 both had at least two positive alcohol tests; therefore these lockout charges will remain.

  Customer Answer

  Date: 10/25/2024

  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,
  
  Lilly Cable

• Initial Complaint

  Date:10/10/2024

  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.

  9/5/24 charged $212.56 for violation fee even though explained car was getting service 9/25/24 charged $112.30 for violation fee again, wrote incident report stating no test were failed, device not tampered with , etc rec'd no resolution and impossible to speak with anyone 9/25/24 same day I paid for violation fee device & service done I was violated again stating car was turned off before breath test performed even though I had just left service center for device. Again no resolution or assistance on their end. Device would not turn on, make any noise as to when to breathe only after 20 mins. Car is now sitting in my driveway due to device needing service again & I do not have the funds due to last expense with company. Smart start stated I had to go to service location again and pay again even though it was less than 15 mins from getting the second lock off the device. This company does not assist when needed, keeps on hold for ***** mins just for them to be rude and send you to yet another number where you wait and receive no resolution.

  

  Business Response

  Date: 10/11/2024

  Hello, the state determined the ignition interlock program rules and regulations, not Smart Start. The rules require that the interlock device enter "lockout" mode if/when a positive or skipped test is logged. The lockout requires that the customer bring their vehicle in for service so that the data can be downloaded and reported to the state monitoring authorities. Anytime a device goes into lockout additional charges are accrued due to the requirement of service. I reviewed the data logs and notes in Mr. Storlazzi's account. I reviewed three instances of the device logging skipped tests. On 9-5-2024 the vehicle was serviced for a skipped test violation which resulted in a violation lockout charge of $79.50 and an unlock code charge of $37.10. The vehicle was again serviced on 9-25 for a skipped test at which time the lockout charges were added; and again on 10-10-2024. On 10-10-2024 the skipped test occurred approximately 30 minutes after leaving the shop which resulted in the violation lockout fee and two unlock code fees. All of the skipped tests and applicable charges are normal and customary, and the device logs show the device is functioning properly. Although the charges are valid, as a courtesy the violation and unlock code charges assessed on 10-10-2024 will be reversed via a credit ($153.70) to the Smart Start account. It is very important to understand that the state rules are very strict in regard to skipped and/or positive alcohol tests. Regarding he issue of communication, the account notes show that two incident reports were filed and responded to, and Mr. Storlazzi was able to contact our customer support team on various occassions.

   

  Customer Answer

  Date: 10/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22399949, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Shannon Storlazzi

• Initial Complaint

  Date:10/08/2024

  Type:Customer Service 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.

  My vehicle was deemed a total loss on the 26th of August, 2024. On the 14th of August, 2024, I noted on my account that my vehicle had been involved in an accident and that it was towed away. There was no guidance given on how to proceed with the interlock device at this time. Additionally, the vehicle was not yet deemed a total loss. On the 26th of August, 2024, I was notified that it was a total loss. I left another note on my account indicating that the vehicle was deemed a total loss. I contacted SmartStart and the first service representative stated that I would have to bring it into a service shop to have it removed. The vehicle is a total loss and cannot be driven. She provided no response for that matter. As a result of the total loss, I was required to get a portable device and she stated that the next service representative would be able to assist with both. Upon contacting the other representative, after talking to her about the situation she stated she was going to transfer me again to the service department which I had just spoken with. I informed her I had already spoken with them and that they transferred me to her. She continued to look into the issue and again failing to address the next steps regarding the removal of the interlock device. She proceeded to assist me in setting up the portable device. There was no support provided to me regarding how to proceed with removal of the interlock device. I am now being charged for the device despite my attempts to have the issue resolved with SmartStart. I was provided no guidance. I did my part by reaching out and informing them of the situation. How am I supposed to respond when I get no response from the very company providing the service and product? I made all of my payments on time. I was late once for a service appointment however, made all other service appointments. Between longer than normal wait times. Almost any time I attempted to contact the company, there was at least a 1 hour hold time.

  

  Business Response

  Date: 10/09/2024

  Hello, after reviewing the notes in your account it is clear that you made attempts to notify Smart Start of the vehicle accident and the need to have the ignition interlock system retrieved. Our accounting department is reversing the charge of $1,800 for the lost unit.

  Customer Answer

  Date: 10/10/2024

  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,
  
  Jericho ********

• Initial Complaint

  Date:10/04/2024

  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.

  Spent more time on the phone almost in tears from frustration as no one at customer service ever has answers. You are sent to a call center with no answers with no other option to contact the company. The device tells you that you have 48 hrs before you have to calibrate but the app says something else. This is how they get the fees. If you miss the date the device says and go by the app it doesn't allow you to start the car. This leads to having to get a lock out code that has a fee as well as the calibration fee from having the code entered. It has caused issues with me getting to my employment, and caused me detriment. For a company that was started to help one of the founders employees that missed work due to issues with his alcoholism and a faulty device you would think they would have better ways to help people that are trying to do the right thing. I had set up auto pay and then it was not taken out and paid, company could not explain, Never got contract or lease agreement, company again could not explain. After being charged for things I am not even sure why, I spent 3 hours on the phone and told to fill out incident report, which I did and never got a response. Waited 4 weeks never got anything. Was told I had to pay the almost ****** before I could dispute the charges, yet was never told that the during the 3 hour phone call 4 weeks earlier. When ask if I could have it in writing, was told no they don't do that just verbal. They make you pay and sign up yet do not give you any information to view about any of the fees, etc. It feels like a scam, yet people are forced to use it. The people who need this companies device did something wrong, but they are human and deserve better communication and care than this company gives. Especially when they are paying for a service.

  

  Business Response

  Date: 10/17/2024

  Hello, I reviewed the customer's account including the file notes and data logs. There are a total of three lockout charges that have been assessed. One was a service lockout on 7-30-2024. This charge of $81.54 will be credited back to your Smart Start account. The other two lockouts are due to positive alcohol tests, therefore these will not be credited. Please be aware that the state establishes the program rules and regulations which include the threshold of when a test is deemed a fail. This threshold is very low and in some states is set at a zero-tolerance level.

• Initial Complaint

  Date:10/03/2024

  Type:Billing 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.

  This company has charged me more than double the contractual agreement. Im supposed to pay $47.25 biweekly but they charge me over $200 each month. This is theft. It happens every month. If its happening to me then its also happening to others. This is a class action situation.

  

  Business Response

  Date: 10/04/2024

  Hello, the account shows that you are being charged on a monthly basis at a rate of $105.00 less a 10% discount. The contact shows that the quote was $52.50 every 14 days, so the amount is correct based on a monthly charge. The account is currently paid up to date and you are paid through November 4, 2024. If you have any questions as to the billing please contact our credit and collections at 877-485-7042.

• Initial Complaint

  Date:10/02/2024

  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.

  Had court on 09/19/2024 and received paperwork stating I was eligible for the smart start system. On 09/25/24 the system was paid for and installed. On 09/27/2024 received information from lawyer stating I will have to wait two more months to be eligible to drive. I have tried every number and messaging to contact to them so I dont have to pay for the rental fee and cannot get any contact whatsoever. This company is owned by ************* and they also do not have contact information.

  

  Business Response

  Date: 10/02/2024

  Hello, I am not able to find a record under your name or email address. Please send me your contact information. [email protected]

• Initial Complaint

  Date:09/30/2024

  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 been required by the court to use an ignition interlock device for nearly 2 years, and as of 9/28 I was released from that requirement. Despite that fact, smartstart refuses to remove my device and required me to pay an extra $273 today. Even prior to this event, they continuously raised prices and, due to being locked in with them via contract, there was no action I could take to lower my costs. The company is a scam ran by the mob, and their trash fees prey on some of the most vulnerable people in society.

  

  Business Response

  Date: 10/02/2024

  Hello, the rules and regulations of the State of Texas prohibit any ignition interlock system from being removed until the interlock vendor receives a removal authorization from the monitoring authority. In this case, Mr. Talley’s account shows that we received the authorization on September 30, 2024; and the interlock system was removed from his vehicle on October 1, 2024. The charges that were incurred were due to the device not being serviced within the time frame required pursuant to the rules and regulations. This resulted in charges for a “Service Lockout Fee,” “Unlock Code Fee”, and a “Missed Calibration Appt Fee”. These fees were in addition to the Administrative Closing Fee. The account also shows that Mr. Talley was changed a “IID System Service” in the amount of $92.00 which is the monthly charge. Since the device was removed, this charge will be refunded as the monthly charge is not due for the month of October.