ComplaintsforSmart Start

• Initial Complaint

  09/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a payment to Smart Start for two months on 9/9/2022, afterwards I discovered that my removal date was 10/02/2022. I called to have my money refund that will not be used. I was informed that I could not have my money back. Now after 3 years of struggling to pay. Which actually tacked on a lot more extra money in late fees, I ask for my one payment refunded and with no explanation it is not possible. Huh? I want to know why I can't get my money? I really need it or I would not be on BBB complaining.

  

  Business response

  09/15/2022

  Hello, I am not able to issue a credit at this time as the account is still active. Once the removal appointment is scheduled, if it is on or before 10-2-2022 I will be able make the necessary changes to the account as applicable. Please contact me directly so that I can take care of this complaint and issue any credits due. My email address is ************************************************************

  Customer response

  09/15/2022

  Complaint: 18029685
  
  I am rejecting this response because:

  No refund will be issued. The response states as follows " Once the removal appointment is scheduled, if it is on or before 10-2-2022 I will be able make the necessary changes to the account as applicable." My understanding is you cannot schedule a removal of the device before the removal date. So if I am able to schedule the appointment ON the removal date I am able to receive the refund? Odds are based on the information I will not receive a refund due to a technicality. I have already sent in a removal appointment request on 9/9/2022, with no response as of yet.

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

  

  Business response

  09/16/2022

  ********************** can contact the shop directely at ************ to schedule the removal. Once the removal is completed I will be able to reconcile her account to determine if any overpayment was made and if any refund is due. 

  Customer response

  09/18/2022

  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. At this time I will follow the instructions given by the company. If at the time of removal the issue is not resolved I will follow-up with BBB accordingly.
  Regards,
  
  *******************************

• Initial Complaint

  09/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My issue is with the collections department. Let me be clear and state I have had a great experience with Smart Start up until it was time to remove my device from my vehicle. I was informed I owe $779 for a missing head unit. Long story short, I was in an accident (not my fault) and my car was totaled and not drivable. My car was then towed to a lot (i had no control over). During that time Smart Start told me I had to pay for a bounty to drive out and remove the device. This occurred on April 8th 2022. I was able to get the new device on my new car because i was TOLD the old device was successfully removed. Fast forward 5 month to September 2nd 2022. I was politely informed by the calibration tech that I had an unpaid balance on my account for "missing equipment". He provided me a number to call and said there were no notes on my account of the details. This was a complete surprise to me. I called and was rudely informed my balance is due because when the bounty went to retrieve the old unit, there was no head unit. Now I am 100% certain that bounty had my cell phone # because he called me to inform me he was heading to the yard to remove the device. I NEVER heard a word from him after. Naturally assuming everything was fine. The yard has no notes the bounty couldn't get all equipment. Collections informed me on 9/2/22 that there were two "attempts" to notify my in June 2022. in which no voicemail was left. Why would you wait over 2 months to attempt to inform me something was missing. How would I try and track something down after 2 months. I understand I am responsible for ALL equipment in my vehicle, however the car was no longer in my possession. What am I supposed to do after an accident? remove the device myself before its towed to make sure it does not go missing? How could I track missing equipment 2-5 months after the fact? I am NOT paying this full amount. Someone needs to contact me and work with me on this. Lets be human here and see this is not fair.

  

  Business response

  09/08/2022

  Greetings, I have reviewed the circumstances of this complaint and contacted our ********************* to reach a resolution. Smart Start has negated the charge for the lost equipment. Please let me know if I can be of any further assistance. ********************* - ************************************************************

  Customer response

  09/08/2022

  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. I want to personally thank you for making this right. I want to mention again, my experience with SmartStart has been a positive experience overall. I would recommend this company for anyone who needs a service like this.
  
  Regards,
  
  *******************************

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called smart start July 20 to see about removal, the system had messed up my car battery which I was later told by smart start can happening depending on the third party vendors they use, I removed the service from my car by getting another companys product and had information sent in July 28 advising removal and addition from another company. i called today august 26 and spoke with ****** who advises I needed to pay for august additionally, I informed her that I had another product and was paying for July and removal fee. She advised that I would have to pay for months that system was in my car even though I wasnt using it and become combative going back and forth when I asked her that is not right and I had another service I just dont have money for months to pay for something Im. Ot using . She went back and forth and advised she was a supervisor, if she was a supervisor that was very disrespectful service and she told me she doesnt deal with customer service she deals with collections and advised she had nothing else to say to me and transferred me to her manager ****, I left a voicemail for him and waiting to hear back

  

  Business response

  09/02/2022

  **************** had an ignition interlock installed in her vehicle on September 7, 2021 as a condition of Probation. At the time of installation she signed a Contract for the Provision of ********** Services that stated "the monthly CONTRACT shall be payable on the corresponding day of each month, until the service is terminated and all equipment is returned to Smart Start. The ignition interlock was removed from her vehicle on August 31, 2022 at which time all past due fees were collected and the account balance was zeroed out. Our ********************* did a review of her account which shows she has paid all past due fees and returned the Smart Start equipment. 

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 27th I had the device installed in my vehicle and started getting my calibrations each month. On 2/3/22 I received an email stating that on of my DL forms has not been processed or forwarded to ******* stating the vendor installed *************. I let them know that the papers should have already been processed on 1/27/22 since thats the day I gotten the install. Also I watch the man fax all the papers during my initial install. So I contacted the Penndot to figure out what was going on & they said the same thing how they never received my DL forms and they will not send me a physical license until it was completed. I contacted smart start about the situation and they wanted to send me the report however they are the only ones who can send the report mentioned by ******* on the phone. They attempted to send me a service ticket which was not asked for only the report so they can send my papers for my license. They kept asking me if I signed the paperwork multiple times by now this is my second month and My account was blocked due to this reason. They kept telling me they sent it out but they lied because ******* informed me they never received it. Finally ******* told me I can go to their headquarters and fill out the information directly there and they will process everything as well as provide me a license which happened on 4/14 and when I asked for a refund after paying 216$ for 3 months of having the device and them not sending out the proper form and costing a delay in my service time for having the device, I was told to contact their credit/collections department. They DO NOT answer phone calls after the initial install either. Once after that I asked for confirmation they sent the paper and ended up with no response afterwards. I have all documents to prove as well. ALSO I contacted them on 1/31/22 about a Violock on my device and they never responded as well after they just put me in a que for a agent who never responded.

  

  Business response

  09/02/2022

  Greetings. I have researched this complaint and determined that there was a delay of nearly 2 1/2 months by Smart Start in submitting the paperwork to the *********************. As a result, I am issuing a credit for three months of service fees ($72 per month), totalling $216.00. In addition, ************** was charged a $55.00 lockout fee on August 9th due to a skipped test. A credit for this amount will also be placed on his Smart Start account, making the total credit on the Smart Start account $271.00. If there are any questions please contact me directly at ************************************************************.

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying for the past three weeks to get Smart Start to send my documents to the Arizona MVD. Smart Start tells me they sent it but Arizona MVD has yet to receive them and I have yet to obtain the copy I requested.

  

  Business response

  08/29/2022

  Hello, We contacted the ** MVD and confirmed that the client does indeed have a 12 month interlock requirement with the ** MVD.  They require ************* to be installed in a vehicle.  They do not accept reports from the In-home unit as this unit was a requirement for probation and does not apply to Arizona MVD requirements.  
  
  The client needs to contact ** MVD at ************ due to additional requirements.

  Customer response

  08/29/2022

  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

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 28th, a company representative "*****", on a recorded line, quoted me a $59.99 monthly price plus a one-time $40 fee, and she said it would all be due at the time of installation (I paid the amount due at installation). This $59.99 monthly price was about $5 cheaper per month than the other service center in my city for this service ($65) and is why I chose this location. Currently, my online account reflects a $99.99 per month charge. I called on July 30th to have this corrected and spoke with "*****". I was told it would be reviewed over the next couple of days. On August 3rd, I called multiple times, thus far, to get an update and was told multiple different possible reasons for the discrepancy, but it is very apparent no one has reviewed anything and no one can seem to figure out what is going on. The last call I made on August 3rd was to "***********************" just left me on hold until the system said she was unavailable and required that I leave a message, after over 20 minutes on hold. Then I called the Credit and *********************** and "******" told me I had to speak with the "admin" department. It appears to me, from this angle, to be a blatant bait and switch tactic, followed by deliberate obfuscation.

  

  Business response

  08/11/2022

  Mr. **** was quoted a price of $66.16 monthly over the phone by a Smart Start Program Administrator. He subsequently spoke with another agent that provided him a different price but after discussion she stated that Smart Start would honor the $66.16 price. I have contacted the ******** Operations Manager and instructed him to adjust the price plan which has been done. Our records show that Mr. **** paid $94.99 on July 7th, therefore a credit of $28.83 will be placed on his account ($94.99 - $66.16 = $28.83)

• Initial Complaint

  08/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had the interlock devices installed at the Arden location In my brand new truck. The next day the truck wouldnt start and spent most of the day trying to get someone on the phone to resolve the issue the service tech at that off office had installed it improperly and the wire under my steering wheel was disconnect another guy in canton had called me to resolve the issue so I could take it back to the ************ that the service tech there is completely rude and unconcern of any issues of the device he has installed in my car. Repeatedly I been into that office with the same issue trying to get the issue resolved and and instead of trying to resolve the issue. He was in and out the front door trying to intaganize an argument or even a fight with me. While was on the phone with smartstar the whole time was in and out the store troping ******* remarks telling me to get out of the parking lot while was on the phone with the company trying to resolve the short that is in the wiring for device and trying to get another location to have another tech that would care that device that was installed was in proper working order and not pushed to the side and told it was a battery issue in a truck that had no issue prior to the device installed in the vehicle. Would like to have this resolve so no other customer would have to exsperience these *** issues or have to worry about what kind of damage it is doing to there vehicle and who is going to be resposible for the damages I know itd my car caught on fire today not only is he not going to cover the damage ge but wouldnt be willing to replace the vehicle that he damaged I put my trust in him to properly install this device and to properly maintain it in which I had prepaid for all the service in advanced and now have to travel 2 hours away to another service center in hopes that the service tech can resolve this issue thank you for your time and consideration in looking into this matter for us consumer

  

  Business response

  08/16/2022

  Hello, this complaint has been assigned to our Territory Operations Director who is currently researching the situation. I will be following up with him to ensure that this complaint is addressed as quickly as possible. If I can be of assistance please email me at ************************************************************

  Customer response

  08/16/2022

  Complaint: 17686602
  
  I am rejecting this response because:I have contacted them on this mater and believe that this should be addressed properly and still this device is shorting out and clicking on and off by itself and the issue is still existing
  
  Regards,
  
  *********************

  

  Business response

  08/18/2022

  I spoke with Smart Start Territory Director regarding this complaint. I was informed that a Smart Start Technician checked all wiring and "client left and everything was good." I was also informed that she is now stating that she is having another problem with the wiring but has not told us what the problem is, but she told tech and tech told her that it is something with her truck. She is not accepting that as an answer. She has pulled in the parking lot and blocked the other parking spots multiple times and when asked to leave, she refuses until tech threatens to call the police. She has gone into shop multiple times upset and yelling at the techs there. If ************** is currently having problems with the Smart Start device she will need to bring the vehicle to a service center so that we can again inspect the wiring, fix any connection issues, and secure the connections with tamper resistent covering. This inspection and any work that needs to be done by Smart Start will be at no cost to **************. Our staff has been reminded that they must provide excellent customer service and if a conflict arises with a customer or third-party that law enforcement will need to be called and a report filed.

  Customer response

  08/20/2022

  Complaint: 17686602
  
  I am rejecting this response because:
  
  Regards,
  
  *********************

  i have bright it in multiple time about the same issue the device itself is shorting out and exsplain to this tech I have a brand new ************************************************************************************************************************************************  it came disconnected be cause the tech didnt properly connect the wires and again repeatedly came in and try to tell him there is a short in the device and the tech tried to tell me its a battery issue well I am still driving the truck now without replacing the batteries and refused to take a look at the issue  this device still to this day clicks off and on by itself the tech there is very unprofessional and doesnt know what he is doin. If someone came in and complains about a device that was installed in ****** truck that can potentiomally can cause other issues I think I would look at it and try to track down what it was considering he was the only one that tampered with the working system and not run in and out the door ********* the customer that he installed the device in the truck and pretty much told her she was screwed that he didnt care about my truck I paid for

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got my interlock device put in June 27, 2022. its had nothing but issues and kept glitching and they would tell us to unplug the device and re-plug it and it worked the first couple times but then it got worse and worse. And its all scripted so every time I called they gave me the same answer and it was hard to get a hold of anybody. A calibration appointment came up on the device but we couldnt make it to the appointment because thats when we had the big issue. The device would let me test and pass but would not start. I am sitting in almost 100 back-and-forth with Smart start having to wait an hour and a half each time to get a call back. They werent being very good with communication they were putting in a request to get someone to come to me it never happened I ended up having to tow it because they dont care about their customers. When we had it towed to the Smart Start In ********* they called ** and claimed there were wires cut when they looked in the vehicle but they were not that way when we left it to get towed. When The guy installed it he kind of just put everything sloppily back in there But I thought he was a professional now Im thinking that he messed ** in the installation because like I said I had no issues with this vehicle until then with it starting and boom A month later it wont start. Me and my wife have been to the truck at that location a couple of times since replacing fuses to see if that would help and even saw the guy that installed it and asked him to come look at it and he wouldnt he just shrugged us off and had an attitude. They need to pay my wife back for both tows. we had to get it towed to the shop yard first Because SmartStart told us they were putting in a request so we held off on the Tow and by time we realized they werent going to help The SmartStart was closed and the tow company said that they would have to tow it there first thing Monday morning so we had to pay for two and now have to pay to fix their messup

  

  Business response

  08/12/2022

  This complaint was forwarded to our ********* Franchise which provided the following information: The client called in for a pass, no start, issue, but did not want to troubleshoot with technical support because it was too hot.  *********** requested someone come to his home to diagnose any issue.  Before we were able to get out to the client, he towed the vehicle to our location. Upon arrival, the entire unit had been disconnected and was sitting on the center console.  Or operations manager, *************************, asked the client and his wife what they would like to do as the vehicle was not starting after the device having been completely removed- the relay wires were completely severed and our connectors were removed.  The client indicated that they wanted to have the vehicle worked on while the device was disconnected. We did give them pricing information as to what it would cost to have the device reinstalled as a result of it having been removed and they decided to tow the vehicle away from the facility.  Further, in these types of scenarios where a client disconnects, removes, or tampers with the installation and/or the device, we do not offer reimbursement for towing. 

  Customer response

  08/13/2022

  Complaint: 17674145
  
  I am rejecting this response because:
  First off almost that entire message was a lie. We did try the troubleshooting as well as calling multiple times and having to wait an hour to an hour and a half each time for a callback while it was almost *************************************************************************************************************** five times and asked to have someone come out to the location we were at we were not at home we were at a gas station in the truck was going to be towed anyways we told each person this that we spoke too so that was a lie also and the wires as I stated to multiple employees with that stupid company were not cut before we had the truck towed when we left the truck at the gas station everything was still intact the device was just unplugged where we had tried resetting it like your employees told us to do and we were about to pass out from the heat we were told by one person we would hear something within 20 minutes he never called back so we called back and had to wait another hour and a half they told us there was no response yet we waited call back there had still been no response hours later. We tried telling multiple people that we believe the installer was the issue because when he installed it everything was just jumbled up and looks like a kid had done it and when we asked him to come and look at the vehicle when it was outside at your location with your employees informed us to have it towed there he just rolled his eyes and got an attitude and shrugged us off. The only thing the call-center is good for is to go through the troubleshooting steps which obviously did not help anything else they say that they dont know anything about or they cant help with because they are just a call-center meanwhile I have had to pay a couple of hundred dollars so far just in tow bills. We also have stated that we had the ***** for the state to pay for it I dont think the state is going to like the fact they are paying for something that isnt being well improperly installed or helped with. And the guy that I spoke to that was supposed to be the installer supervisor stated that we needed to do something with the vehicle because it couldnt keep sitting on that property and so when we were going to have it towed off of the property I tried getting in contact with him and no one would answer so instead of leaving the device laying in the parking lot I left it in the vehicle so it would be safe and had it towed now because of their device and their carelessness we cannot move the car to get the device to them if they want to come get the device they can and that has been stated so we need to quit being threatened to have legal charges put on my husband for theft when he did not steal it they had more than every opportunity to get it as it was sitting there for a couple of days I want my money back and I want reinstall properly since the state is paying for it and I want it serviced regularly and I want better communication then having to wait an hour and a half and called multiple times a day or we can take it to court
  Regards,
  
  *********************

  

  Business response

  08/16/2022

  I have been notified that the Operations Manager for our ********* franchise has made contact with **************** wife and provided his contact information. The Operations Manager, *************************, will attempt to go look at the vehicle to determine what needs to be done to address and resolve the complaint. 

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a smart start in iid installed in my vehicle since january 2022, never had a problem with it and been very careful not to cause any because i am well aware that the *********** takes every single violation very seriously.This past monday July 18th 22, i took a 2 hour drive (means at least 5 passed tests) from Rockbridge county to ************** ** to pick up someone. Upon arrival made sure to shut off the car before going in and upon returning to my vehicle approx 15 minutes later to test and receive a violation. I think to myself it has to be a false positive so i test again but still violation. Meanwhile i rinse my mouth with water as the company recommends between tests and the 3rd time it passes. Not weird at all. Heading towards *********** **, another 2 hours drive, several tests were passed but then got another violation, and another and another which then triggers the violation lock. After leaving the car off for about 10 minutes while trying to figure out how to get my car to their nearest station, i decide to try one more time and pass the test. I manage to take it to the shop and they remove the violation without recalibrating the device. Same thing happened the next day morning, violation after violation until i passed and make it to another service center. When i explain my experience to the tech he replies to me that my violation has nothing to do with alcohol but rather skipping tests. !!!Discrepancy alert!!! I filed 2 incident reports with smart start but they wouldnt acknowledge their device was faulty and blame me for it. Alcohol doesnt dissipate this quickly from violating with a high BAC to passing with 0 in minutes. They also blame me for having potential contaminants- which they cant even describe- in the vehicle but cant answer or take fault of the device providing fluctuating results. Now the *** takes at fault and is extending my sentence and noone seems to care about this sad ol drunk whos been sober over 2 years.

  

  Business response

  07/21/2022

  Greetings, **************** has an ignition interlock device installed in his vehicle as required by the ***************** as a condition of reinstatement of his driver's license. The ***************** requires that the ignition interlock device log any test result above ***** as a failed test, and that the failed tests must be reported to the state by Smart Start. When an ignition interlock device logs the failed tests, the unit is required to enter lockout mode which requires immediate service so that the data can be downloaded and transmitted to the state authorities. This additional service also results in an additional lockout fee being assessed. **************** has submitted incident reports to Smart Start contesting the failed tests and the additional fees. Smart Start checked the device calibration readouts, and log file data which showed multiple failed tests, it was determined that the unit was functioning properly, and in accordance with state requirements at the time of these events.  If **************** desires to contest any sanction imposed by the state, he will need to contact the state to request a hearing and/or follow the states procedures for filing an appeal.

  Customer response

  07/22/2022

  Complaint: 17596528
  
  I am rejecting this response because: Smart Start cannot just act as a blind middle man, they process this data and present it in a way that can either incriminate or free a client. The device has certainly been calibrated afterwards and would be working properly but at the time of the incident, though i can not prove it beyond reasonable doubt, the device was not which cuased the multiple failures. Noone is crazy or stupid enough to blow repeatedly in such device knowing they had recently consumed alcohol and the data can prove something was definitely wrong. Since they wont submit it to the state would they at least be kind and submit the entire report to my lawyer so we can prepare a defense for going against the state? For my lawyer contact information please contact me directly by phone or email.
  
  Regards,
  
  ***************************

  

  Business response

  07/22/2022

  Smart Start is a service provider under contract with the state monitoring authority. All data is transmitted electronically to the state monitoring authorities and cannot be altered or modified in any way by Smart Start. The data is not formatted or presented in a way that can either incriminate or free a client, the data is sent in chronological order in accordance with the state requirements. Any request for data must be filed with the state monitoring authority as they are the legal custodian of record. 

  Customer response

  07/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I understand that i need to pursue my complaint with the *****************. Thank you for your time.
  
  Regards,
  
  ***************************

• Initial Complaint

  07/13/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In ********************************************************** my car. I did not receive the device (or a vehicle) until 2017. Once I installed a smart start interlock device via a certified installer I kept it for over 4 months. This allowed me to lift my flag on my license from the state of ** (where I resided in the first half of 2012) and receive a license in CA (where I have resided since the second half of 2012).From that point, I removed the Interlock device via the same certified installer that installed it. Now in 2022, I have been trying to renew my license and received information on why it can not be issued to me. ** department of licensing needs a 4 month Compliance Report submitted from Smart Start. I reached out to Smart Start about this and they replied that they would not submit the required form. They instead demand that I pay them for another 4 months in order to receive my form to be able to continue my life. Their reasoning is that I removed my device prior to the *** "end date". However this was cleared in 2017 per the *** and Smart Start (this is why I was able to get my license after this ordeal in the first place). I reached out to ** *** about this issue and was told that Smart Start could still send the report and they would fully accept it. I was in an email conversation with Smart Start during this time. They have not responded since the first time they felt it was acceptable to now retract the original approval for my removal of the device. They demand I pay for 9 total months in order to get a 4 month report because it was removed before the posted "end date", 5 years later.All I am asking is that Smart Start submit the report, as the ** *** has already said they will accept it due to the fact that I had the device for over 4 months, no further issues since that year and because we are 5 years past the end date.I'd honestly settle for paying the full amount they'd get from me for the 4 months as that is their end goal anyway.

  

  Business response

  07/21/2022

  Hello, Per our Operations Manager, The agent misinformed ****************** about the 4month certificate. Smart Start has submitted 4month certificate to WA DOL and they have added to his driver record. ****************** may confirm with WA DOL ************ that 4month certificate is on record and no IID required.

*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. ↩