ComplaintsforSmart Start

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a Smart Start Customer now for over a year and my experience has been incredibly awful. This will be the second complaint I am filing with in a 365 day period. On 8/10/24 my device stopped working for no fault of my own. I then had a towing service take my vehicle to my shop to get the device replaced. This resulted in a $200 bill. I filed an incident report and attached a picture of the bill and I got an email saying there was no bill attached and to email it. I emailed it and the response I recieved was that the email box isnt being monitored. I then had to file yet another incident report. I was told the feel will be credited to my account during my next service appointment which is scheduled for October and I will probably get the device removed before that. I call Smart Start using the appropriate extension and am constantly sent to voicemail where no one returns my call. I tried another extension and asked for a supervisor- went right to voicemail and the line disconnected before I could leave a message. This whole experience is incredibly unfair and the only way to get anything done with them is to resort to filing a complaint. My ask is that my $200 is refunded in a check or to my banking account on record and I dont feel that is unreasonable. I would NEVER recommend this company to anyone who is in need of ignition interlock!

  

  Business response

  08/26/2024

  Hello, our records show that the refund of $200.00 was entered onto your Smart Start account on *********. 

• Initial Complaint

  08/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had the smartstart ignition interlock device installed May 12, 2023. It remained there until August 13, 2024. It was supposed to be only 1 yr !But that's for later.During this time (after init. admin fees) the monthly calibration costs $91 and swithched iut with a new unit. "Every other month I was given defective units. Even the vender agrees with that stmt....to start my car I must give a breath sample, 3 minutes into the ride I must give another, then if it fails, I must immediately give another. This units kept failing the second samples and passing me on the 3rd.I'd file incident reports to have this taken off my bill ($85 each violation) they would not except for maybe 3. How can I start my car with a passed sample then get a failed(violation) then immediately pass the 3rd?They gave me the runaround, excuses, etc. They were demeaning treating me as if I were an idiot. Also it is impossible to speak to anyone on the company other than the staff who collects your money.Finally, at removal time, NOT ONE Vendor had time for me, so SmartStart is trying to bill be for another month of unit rental !! Furthermore, on top of the removal fee, $59.50, they billed me $83.30 an amount for which no one will give me an answer. PLEASE HELP ME RECOVER THE MONEY THAT SMRT START BLATANTLY ROBBED FROM ME OVER THE 15 MONTHS. And they know the client will do anything to comply, so they do whatever they want knowing the client can't do ANYTHING about it!!I am not the only one to which this has happened! If ii was actually drinking I'd take my lumps but I was not and I need the money I was forced to pay them for bogus violations returned to me.Thank YOU

  

  Business response

  08/20/2024

  Hello, the account transactions show that the $83.30 charge was reversed, as was the month of unused service in the amount of $91.19. The account is now closed and shows a zero balance. 

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  SmartStart has charged me close to $500 to install a interlock device. This was suppose to happen 8/01/24. SmartStart did not get approval from ********* so it was not installed till 08/08/24. After install I called every weekday to see if my installation certificate has been uploading. I was told yes everyday till today 08/15/24 I was told now SmartStart received information on 08/13/24 that I have to have more equipment added to my vehicle at my own expense. This has costed me as I cant work without my license. Now they will not install the new equipment for another 7 days. The customer service **** are incompetent,lazy and no one has a clue whats going on. Also I was charged more for the install then the state of ********* allows

  

  Business response

  08/20/2024

  Hello, per our Tennessee service manager, the State of Tennessee requires a modem and camera to be compliant with the Tennessee regulations. Since the device was installed in *******, it was installed per Georgia requirements rather than per Tennessee requirements. Due to the installation being done in *******, the cost of installation is determined by the local shop and is not subject to the requirements of Tennessee.  **************** will need to have the modem and camera installed pursuant to ********* requirements.

  Customer response

  08/21/2024

  Complaint: 22146972
  
  I am rejecting this response because:

  yea it was installed in ******* but the t was suppose to meet Tennessee standards. If you look who it reports to it is and always has been *********. Your company knows what Tennessee requires and should of put the correct equipment the first time. Your customer service reps ***** even notify me the time natal was incorrect. I had to find out on my own and days later.
  
  Regards,
  
  *************************

  

  Business response

  08/26/2024

  Hello, per our prior response: per our Tennessee service manager, the State of Tennessee requires a modem and camera to be compliant with the Tennessee regulations. Since the device was installed in *******, it was installed per Georgia requirements rather than per Tennessee requirements. Due to the installation being done in *******, the cost of installation is determined by the local shop and is not subject to the requirements of Tennessee.  **************** will need to have the modem and camera installed pursuant to Tennessee requirements. 

  As stated, the device needs to be equipped as described above to meet Tennessee requirements.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a baiid unit uninstalled and my truck remote control start does not work. I've made 4 appointment attempts and they keep reappointing me. I believe if I make actual appointment time dates this treatment is totally unacceptable.

  

  Business response

  08/13/2024

  Hello, I requested a local service manager contact the customer directly to address this issue. I am told that he was able to contact ******************** and that a resolution would be provided. Please let me know if I can be of any further assistance. ************************************

  Customer response

  08/14/2024

  Complaint: 22130858
  
  I am rejecting this response because:
  All they did was say they were not responsible for their contract workers work and to take it up with them...this is a usual response from most. So why take them time and effort to even try.

   

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

  

  Business response

  08/20/2024

  Hello, per our local service manager: I left a voicemail to the client requesting they call me back so I can hear their side of what happened. I spoke with east ***** and below is what they have stated: They removed our equipment and reconnected a remote start, to which it was not working properly. The shop was unable to resolve this issue on the day of the removal and scheduled an appointment for the shop owner to take a look at it and repair. The shop was unable to honor their appointment, and rescheduled this appointment with the client multiple times, to which the client understandably was upset and said that he was going to take it to another shop for the repair to be done because the east ***** shop was not honoring their appointments and getting the vehicle repaired like they stated they would.

  I have requested our local service manager reach out to ******************** to finalize a resolution to this complaint.

  
  

• Initial Complaint

  08/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have called twice, simply trying to verify an appointment time, and ask how to get a calibration set up with the provider. The first phone call was completely unsuccessful with a lot of headache to get to said not answered problems. Same with the second, except I got connected, heard 1 word and hung up on, next time I got connected, told they cant help, transferred, and then barely able to hear the person, they asked for my name, which is complaint 1. They ask for a lot of information, without even being able to help, transfer me, and then begin to ask for the same information. And have yet to help me on the phone, except for initial install to get your money. Which leads to complaint 2. The initial cost is roughly 145 and same thing next, presumably for the next 12 months Im required to have it, nope. First and second same, third is already an extra $31 176 and for the record, 145, was my estimate, to be sure it was covered now its actually 176 and some cents So beyond the horrible customer service Ive had this far, while being told they are treat each customer personally or whatever the bot was saying on the phone.

  

  Business response

  08/13/2024

  Hello, Smart Start can be contacted on a 24/7 basis at **************. We also offer a chat option, and customers can post notes in their account via our client portal. The services in ********* are operated by a franchise which you can also reach out to directly at ************, via chat at smartstartmn.com/support, and/or email at *************************************** Pricing is established by the franchise so any inquiry as to pricing should be directed to the franchise.

  Customer response

  08/14/2024

  Complaint: 22127828
  
  I am rejecting this response because: The times I have used 24 hour helpline has been pointless, and thanks, the Mn number might make things easier, but the ill repute of the poor customer service situation still stands, there are no questions about the finance, its just c*** that my bill goes up 20% after a second payment. 
  
  Regards,
  
  *************************

  

  Business response

  08/16/2024

  Hello, as previously stated, Smart Start can be contacted on a 24/7 basis at **************. We also offer a chat option, and customers can post notes in their account via our client portal. The services in ********* are operated by a franchise which you can also reach out to directly at ************, via chat at smartstartmn.com/support, and/or email at **************************************. Pricing is established by the franchise so any inquiry as to pricing should be directed to the franchise. 

  Customer response

  08/16/2024

  Complaint: 22127828
  
  I am rejecting this response because:
  I would like an apology, and at least recognition, that your customer service was handled improperly
  Regards,
  
  *************************

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I had to get a interlock device installed in my car for a year. My year was up on August 6, 2024 and I had a final download on August 7, 2024. Smart Start was supposed to send my final download to the **************************** within 24 - 48 hours and they are refusing to send it. It appears they are trying to stall me out until I have to pay more money for the rental of their device which is $125 a month. I already paid my final download fee on August 7, 2024 so I am not paying another amount because they are holding things up. They had no problem sending my calibration report every month to the *** but now that it's time to remove it and they won't be getting anymore money from me they are stalling about sending the *** my final download so it can be removed. They are trying to scam me out of money and I refuse to be scammed by a company because they think I should just give them money for the heck of it. I have read reviews that stated they have scammed a lot of people out of their money and they have a terrible review rating. I just want this thing off of my car and the *** can't give me my completion letter until they send my final calibration report to them so I can have it removed. I also need it so they can issue my new driver's license. Please I need help resolving this quickly. Thanks! (I uploaded a copy of my monthly calibration for the past year to show I have paid every month and they have added a September bill to my account even though my account should've ended on August 7, 2024).

  

  Business response

  08/13/2024

  Hello, the account shows the final download was completed on August 7, 2024. Smart Start provided the customer the following information: To become eligible for removal the Maryland *** will require a Final Report. Please service your unit at least one day AFTER your end date. After your final calibration, the *** will review your reports and if you are eligible to remove, they will provide you a removal form within 3-4 business days. Once you have this form, please contact your local shop to schedule a removal appointment and bring the paperwork in with you at the time of your appointment.

  Our records indicate that the final download report was processed and sent to the ***.

  
  

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April of 2024, i reached the end of my Restricted Drivers License time period, and tried to ********************** the process of getting an ignition interlock device removed from my vehicle. by rule of kansas Law, once the device is uninstalled, Smart Start would send the paperwork to Kansas Driver Control, and they would then lift the restriction on my driving privelages, and I would be able to get my Full Valid License. Due to my vehicle having been totaled recently, i could not take it to a service center. So on May 15, I contacted Smart Start, the company with whom I was leasing the device from, paid $168.73 to have a "bounty" issued for my vehicle, wherein Smart Start would have the company that handles the install, calibrations, and uninstall, so they can send a technician out to the location of the vehicle. When i totaled my vehicle, i bartered with the company that towed my vehicle, and traded them the vehicle in lieu of payment for services rendered, so the location of the vehicle would be that companies yard. On the day the bounty was issued, I gave smart start the address, and phone number of the towing company so they could make the arrangements. I was told that the matter should be handled in 7 to 10 business days. After nearly twice that time, and numerous phone calls to smart start, i was given the number for the company that would handle the uninstall, and told to schedule it myself. I contacted the company two times, and left a message for a return call in order to schedule a time, but never received a call back. So i sent a ******** Message to the employee with who i had left messages for, to try and maker arrangements that way. I will provide copies of the conversation. Essentially, I can not get my license back until the its uninstalled, which is hindering my job ****, and cant get any assistance from either company.

  

  Business response

  08/13/2024

  According to the notes in ********************** account, the removal was completed on August 12, 2024. The Kansas verification form was emailed to ******************. The account has been closed and shows a $0.00 balance.

• Initial Complaint

  08/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Charged double my last month and refuse to give a refund back. Have reached out several times and filled out refund form with no responses.

  

  Business response

  08/13/2024

  Hello, our accounting department will be issuing a refund as requested.

  Customer response

  08/19/2024

  Complaint: 22118186
  
  I am rejecting this response because: I accept and response but need a date when refund will happen. I've called for months on this issue. 
  
  Regards,
  
  *****************************

  

  Business response

  08/26/2024

  Hello, the refund has been processed by our accounting department, but I am not able to provide you with a date as to when the check will be mailed. Please contact ********************* at ************************************ and he will check with the accounting department for an update.

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Shortly after installation the device inside my car quit working. I called the company and was told that I would have to have my car towed to the service center at my own cost. I was told that if it was the device that caused the issue, that I would be reimbursed the cost of the tow. I had my car towed and it was confirmed that the device was at fault. I was told to call the number posted*************) to get reimbursed. After several weeks of calling that number and being forced to leave a messages, I spoke to another department out of frustration that directed me to the incident form online. After filling out the form and submitting it with the SquareUp receipt I was given from the tow company, I got a reply saying: "Tow receipts must be from a licensed tow company that is registered in your state to legally conduct towing services. The tow receipt must include an itemization of the tow charges, including mileage, cost per mile, pick-up, and drop-off locations." ABSOLUTELY NONE of that was communicated to me before I chose a tow company or after my car was fixed. I contacted the tow company and requested a receipt with the details and resubmitted it. It was denied again saying the receipt was "made up" on the another date... It was "made up" on the date I requested the detailed receipt from the tow company! I called the company and was told there was no way of contacting a supervisor or manager to resolve this. I was told to resubmit another incident report(which has gone no where so far). I've been given the runaround for 5 months now trying to get reimbursed.

  

  Business response

  08/13/2024

  Hello, I reviewed your account, notes, and your documentation. I have entered a credit to your Smart Start account for the $140.00 tow cost.

  Customer response

  08/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I wanted the reimbursement that I was told I would get, but it has already been several months of going back and forth with the company. Before the credit was applied, I got a very condescending reply to my last attempt to get this resolved through the company's system. I am not happy with this outcome, but I will accept it. 

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

• Initial Complaint

  08/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My problem is I have had an interlock device installed in my car "leased" by them now for the past 26 months. This whole time I have been told that they do not accept cash. Every month when I go to get my devise serviced I have to pay them roughly $100 a month. Starting last month (July 2024) all of a sudden I was told by the person servicing my device that I have to pay her an additional $25 in cash, PLUS the $100 to Smart Start. Smart Start never contacted me by any means (phone call, email, letter or text) to let me know this. They told the service person that they did, however, I have no records of it and can prove it. What I want to know is, why am I shelling out an additional $25 IN CASH to the service provider rather than Smart Start paying her directly like they have been doing for the past two years? Sounds pretty shady to me. I have tried to call them three times but they are always "experiencing longer wait times" and have not been able to get through and talk to a live human being about this. I want them to show me IN WRITING where it says this and also, I never agreed to it or signed a contract stating this, therefore I think what they are doing is illegal. Please look into this and get back to me. Maybe you will have better luck in reaching them than I have.

  

  Business response

  08/13/2024

  Hello, Smart Start attempted to notify all customers of the change in pricing structure. We are aware that some customers may not have received the email communication (may have gone into a spam or junk folder) or seen the signs posted in shops which stated that due to an overall increase in pricing costs at our service centers and Smart Start, we had to make this business change.  The interlock industry as a whole is moving toward this type of payment structure, and Smart Start is following suit.  In fact, Smart Start made a business decision to be one of the last companies to transition to this new pricing structure. We strive to keep our pricing as affordable and transparent as possible, and we are consistent with other ignition interlock providers. Our customers are not locked into a long term lease therefore if you are able to find a lower cost alternative you may choose to pursue that option.

  Customer response

  08/14/2024

  Complaint: 22096773
  
  I am rejecting this response because:
  
  You still have not shown me the email you sent, telling me that I need to pay cash to my service provider, where is it at?  I checked my spam and junk folders, nothing from you about this price increase.  You are now requiring your paying customers to shell out an additional $25 IN CASH to pay the person who services my device.  Therefore, you should subtract that $25 from the monthly service fee I have to pay.  I request that you subtract the $25 I pay to you with my credit card to reflect this and also request a $50 refund for the past two months I had to pay my provider $25 each time.  Furthermore, I am court ordered to use you as my interlock device company, so I cannot "find a lower cost alternative".
  

  *****************************

  

  Business response

  08/16/2024

  Hello, this is a fee that is paid directly to the service provider, not Smart Start. If you do not want to pay this fee you have the option to cancel your service with Smart Start.

  Customer response

  08/17/2024

  Complaint: 22096773
  
  I am rejecting this response because:
  
  You are not listening to anything I am telling you.  I can't "cancel your service with Smart Start.", as I said before in my previous email, I am COURT ORDERED to have you in my car, you think I am using your horrible service and extortion fees because I have a choice?  My car has barely started since I have had your device hooked up to my car over two years ago now,  this is hurting my car tremendously.  You still have not shown my the alleged email saying that you are charging me $25 more dollars to pay to the service provider, why not?  You are passing your financial responsibility to the service provider onto your paying customers.  For four years you preached NO CASH, now you require your paying customers to pay cash to your service providers or they have to report that we don't pay and this goes back to the courts.  If I must pay my service provider in cash $25, I request that you deduct $25 from the monthly fee I already pay you.
  

  *****************************

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