ComplaintsforSmart Start

• Initial Complaint

  07/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  So, I went ahead since ****** had this company at the top of the list on the date of Jan. 28th, 2022 -I spent a grand totally of **** dollars between service issues, install, and more.-this company's commitment to the consumer is AWESOME #1 rated customer service,(inccorect, actually you never can get a live person, they tell you that you do wrong or that you should not have drove drunk, only one location within 50 miles, and there is more).-My dispute is, WHERE should I start? 1.There Customer portal is never online properly 2.When you need a live person or someone educated in this company, you only get someone who is reading from a script and if they can't help you that way, they put you on hold and you wait 4 more hours to speak to someone else 3.The payments every week or month were not being processed properly. Instead, they disguised them with service date extensions They also have told me since I could not get to the service center in time the locked me out on the last 2 weeks. Held me hostage through the 4th. With no one to contact or help at all. They still continue to try belittle me with Statements of protocol and following basic directions Account#****************** Customer#*******

  

  Business response

  07/11/2022

  Hello, ********************** account shows that he has been in touch with Smart Start's ********************* and our ******** ********************** The notes show that he has been in for service and his account balance has been corrected.

  Customer response

  07/12/2022

  Complaint: 17526861
  
  I am rejecting this response because: The payment refund is not resolved, they are still holding me hostage, by not giving the proper information to DMV. Therefore Im not only out of money, but still having to use there product after I have completed my judgment by the State. This is criminal. If legal action is not taking. Then Class Action is NEXT! Period 
  
  Regards,
  
  ***************************

  

  Business response

  07/20/2022

  Greetings. Smart Start sent ****************** the following email on July 7, 2022: 

  From: Ashton ******************** Thursday, July 7, 2022 1:06 PM
  To: *******************************
  Subject: Smart Start Refund ****** Falkner 
  
  Hello,
   
  Thank you so much for following up. 
   
  Below are the options for refund. Review each option carefully and respond at your earliest convenience with your preferred option. Please note: Smart Start LLC. does not have the ability reverse charges or process the refund to a card directly.
   
  Refunds can typically take up to 30 days. Please be advised that some refunds can have additional delays.
  
  1.        Receive by Check: If you prefer this option, please reply with the address where you want your check mailed. 
  2.        Receive by ACH Direct Deposit: If you prefer this option, please completely fill out the attached ACH form and email it back. A voided check is not needed.   
  3.        Credit to Smart Start Account (Only if you are still installed): If you prefer this option, simply reply with your choice and a credit will be placed on your account. You will be able to use the credit immediately for future services (such as calibrations or lockouts).
  
  We look forward to helping you with this and hope to hear back from you soon.
  
   
  ***************** Smith 
  Credit & Collections Specialist
  ************

  Regarding the issue with *** notification, Smart Start reached out to the *** today, July 20, 2022 and was informed that the Ignition Interlock Device Coordinator for the *** states that multiple letters had been sent out to the client about his unit needing serviced or his drivers license was going to go into a suspension. She states that client was absolutely aware of what needed to be done and he failed to do so. She will also be personally calling ****************** to inform him of the requirements of the State ***.

  At this point ****************** must contact the ***. 

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Smart Start wouldn't let me remove my device installed in my car, or schedule my device to be installed, and due to not being in the country most of the year this made it almost impossible to avoid lease fees because of refusal to remove a voluntary installed device.I called over 20 times and never did they have an appointment in the next 2 weeks that I could schedule and fly back to make and they kept accruing fees the entirety of the time. They have a "first come first serve" time slot for non-appointment removals but I've waited in line over 3 hours on 4 different occasions and they were not able to see me. This is entrapment. Refusal to discontinue servicing my vehicle (by refusing to provide any time or potential for removal) should not mean that I accrue the fees.When you initially make an appointment to use the service with Smart Start they can fit you in for an installation pretty quickly, sometimes same day. However, when you try to cancel. They charged me $645 for the months my vehicle was not in working order. I left the city before having it removed because I couldn't spend more time off work waiting in line day after day to not be seen or able to make an appointment. The battery died while it sat there as I tried to figure out how I could coordinate an international trip to have it removed. I paid this amount and then they charged an additional $81 for the monthly service I hadn't used.I would like the full amount my car was not in use to be refunded back - they have this information on file - because if they can charge me for a service, they need to be able to provide the service to remove their service from my property.

  

  Business response

  07/05/2022

  ****************** had an ignition interlock device installed in his vehicle on April 8, 2021, at which time he signed a lease agreement which showed the monthly lease fee and other potential charges. On December 14, 2021, Smart Start received an email from **************** stating: I have been out of the state since after my last calibration. I took a trip back to ****** two weeks ago and attempted to bring my vehicle in, however the battery died and my time was spent replacing the battery so I was unable to bring it in. What is the current balance for non use of my vehicle for the past few months and how far in advance do I need to make an appointment to have it removed? This is a device I have on as my own decision and not court appointed. I as hoping to keep it on so whenever I am back to ***** or to grab my vehicle for long-term use I'd have it locked and loaded, but it seems with me traveling it's becoming more of a burden to keep on than to have removed. Smart Start replied to his email the same day as follows: ******************, You currently have a balance of $225.00. To schedule an appointment for removal you would need to contact the shop directly.

  
  The next contact Smart Start had with ****************** was on June 17, 2022 (over 6 months later) requesting that the ignition interlock system be removed, which was done that day. During the period of no contact,the monthly fees accrued along with past due fees. The total fees as of June 17, 2022 were $645 which ****************** paid resulting in his account showing a $0.00 balance due.

  
  Mr. Wilburns account does not have any notes indicating he contacted Smart Start requesting an appointment to have the ignition interlock system removed. The monthly lease fees are assessed regardless of the functionality or use of the vehicle. Regarding the $81.00 claimed in the complaint, this was the cost for the removal of the ignition interlock system,this was not a charge for monthly service as claimed.

  
  The request for a refund of monthly lease fees is denied.

  
  

  Customer response

  07/06/2022

  Complaint: 17517322
  
  I am rejecting this response because: every time I call in to your direct centers they state "we do not have an open appointment in the next 2 weeks" and do not offer to take my information to make note on my account. This is not my responsibility to make note every time your service centers refuse to take appointments, or accept me at the window when I've waited over 3 hours. This is the responsibility of your business to ensure that I can remove my device when I come in. At what point when calling service centers directly or waiting in line have they asked to take my information to make a note on my account? Is it the customer's responsibility to inform you of your own policies or messaging your business representatives are giving out? If I called right now I'd receive the same response. So though there is not a note on the account, this does not indicate that I have not contacted, and driven in time and time again. I reject your response as I do not manage your service center appointment availability or lack thereof for every two week period I've called in to attempt scheduling or the policy to reject any customer waiting for first come first serve to sit in the same line that takes over 2-3 hours for 6 cars. 
  
  Regards,
  
  *************************

  

  Business response

  07/06/2022

  As stated in the initial response, ****************** did not contact Smart Start from December 14, 2021 until June 17, 2022. On June 17, 2022 the ignition interlock was removed per his request and he paid all outstanding fees. Since the ignition interlock device was removed on the same day as his first contact with Smart Start since last December (June 17, 2022), it is not clear what his complaint is with Smart Start.

  Initial response: ****************** had an ignition interlock device installed in his vehicle on April 8, 2021, at which time he signed a lease agreement which showed the monthly lease fee and other potential charges. On December 14, 2021, Smart Start received an email from **************** stating: I have been out of the state since after my last calibration. I took a trip back to ****** two weeks ago and attempted to bring my vehicle in, however the battery died and my time was spent replacing the battery so I was unable to bring it in. What is the current balance for non use of my vehicle for the past few months and how far in advance do I nee to make an appointment to have it removed? This is a device I have on as my own decision and not court appointed. I as hoping to keep it on so whenever I am back to ***** or to grab my vehicle for long-term use I'd have it locked and loaded, but it seems with me traveling it's becoming more of a burden to keep on than to have removed. Smart Start replied to his email the same day as follows: ******************, You currently have a balance of $225.00. To schedule an appointment for removal you would need to contact the shop directly.
  
  
  The next contact Smart Start had with ****************** was on June 17, 2022 (over 6 months later) requesting that the ignition interlock system be removed, which was done that day. During the period of no contact, the monthly fees accrued along with past due fees. The total fees as of June 17, 2022 were $645 which ****************** paid resulting in his account showing a $0.00 balance due.
  
  Mr. Wilburns account does not have any notes indicating he contacted Smart Start requesting an appointment to have the ignition interlock system removed. The monthly lease fees are assessed regardless of the functionality or use of the vehicle. Regarding the $81.00 claimed in the complaint, this was the cost for the removal of the ignition interlock system, this was not a charge for monthly service as claimed.
  
  The request for a refund of monthly lease fees is denied.

• Initial Complaint

  06/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got my interlock installed the morning of 06/03 and was told to remove the device and take it with me wherever I went to prevent overheating. That same day I removed it as I got to work and when I got out I plugged it back in. The device did not turn on. I was unable to start my vehicle and was stuck at my workplace. I called in and was told to try disconnecting the negative side of my battery and plugging it back in. After trying the device still would not turn on. I had to have my vehicle towed to the only Smart Start location open on Saturdays the following morning. This was the location on **** and *********. The technician told me that it was the installer who was at fault since they had clamped the wires to the device too hard and created a short. He was able to resolve the issue and reassured me that I would be reimbursed for the tow. I submitted my incident report 06/07 and waited the 5-7 business day period for a response and never heard back.

  

  Business response

  07/08/2022

  This complaint has been assigned to our ******* State Director. If this has not been resolved please contact me directly, *********************, ************************************************************

  Customer response

  07/13/2022

  Complaint: 17498592
  
  I am rejecting this response because: The contact details left are for someone who is out of office. The automatic response advises to contact *********************************************************************** only for your email to be rejected because it is a restricted group. It is almost as this company is going the extra mile to ignore people who are in need of resolutions. By far the worst company I have had to deal with to date. 
  
  Regards,
  
  *******************************

  

  Business response

  07/20/2022

  Hello, I was out of the office but had assigned this complaint to our ******* Operations Manager during my absence. I have been informed that he was able to contact the customer and has applied the $105 tow credit to her Smart Start account.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had Smart Start interlock installed in my car in May of 2022. I have had nothing but problems. It worked for a month and then has worked on & off for the past 6 weeks. I have called the company and they give me scripted phrases. I have brought to the installation place and they cant find anything wrong. I recorded how my car wouldnt start or the device wouldnt power on. While I was there my 3rd time, the tech guy drained my battery and told me I need to get a new battery. I got a new battery and I was able to start my car once then it stopped working again. I called 3x in 1 day. The last call, they couldnt figure out what to tell me and put me on hold for over ******************************** Im being left stranded and having to miss work. The device and installation is defected. I hope to God that me or my family dont have an emergency because I cant get them.

  

  Business response

  07/08/2022

  Smart Start's ************ Manager, *********************, has reached out to ************** for assistance. Please contact me directlly if this has not been resolved. *********************, ************************************************************

  Customer response

  07/08/2022

  Complaint: 17469072
  
  I am rejecting this response because: they emailed yesterday after you sent them a second message. They would have not attempted to reach me if BBB was not involved. This company has no business being in business.
  You 
  Regards,
  
  *************************

  

  Business response

  07/11/2022

  Hello, I have been informed that our ************ Manager has called and emailed ************** and has made contact with her to resolve the situation.

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Incident Date 06/04/2022 My device malfunctioned(Error: Abort Pump) which left me stranded at a busy intersection. I spent 2 hours trying to contact Smart Start hoping for a quick resolution. Considering my vehicle was stuck in the middle of the road I was only given the option to tow my truck home by local authorities. I filed an incident report and they stated... "Proper approval must be obtained from Smart Start prior to towing a vehicle. Due to these restrictions we offer prompt mobile service in many cases to help our clients. Towing is only approved for use when a vehicle will be towed directly to one of our service centers as instructed by Smart Start. Any towing to get a vehicle anywhere other than a service center directly from the point of impact is a user choice and is not an approved tow.As The Receipt Provided by the towing company shows the destination was a residence, and not a Smart Start Location, we are unable to reimburse this tow."As stated, I tried obtaining proper approval but due to the fact that I was blocking traffic and the atrocious 2 hour wait time to receive customer service I was left with no option but to tow to my residence. I was never informed nor would I have known that it must be towed to a service center(that was closed on a saturday).I pay monthly fees making sure my device is calibrated and working properly yet I was left in an endangering situation due to this device malfunction. Therefore, I do not agree that I should be held responsible for any fees due to the malfunctioning of your own device/service. Not only was I endangered by this situation but I was also left vehicle-less for 4 days which hindered my ability to get to work. I then towed my vehicle to the nearest service center and was only refunded a PORTION of that cost in order to fix your malfunctioning device. Note: This is the second time my device has malfunctioned making my vehicle unable to operate properly causing me to go out of my way to fix it.

  

  Business response

  06/21/2022

  Hello, our records show that on June 9, 2022, ********************** was credited $150 on his Smart Start account for reimbursement of the tow. The reciept he submitted was for ******, therefore no further reimbursement is due.

  Customer response

  06/21/2022

  Complaint: 17452111
  
  I am rejecting this response because: This does not cover the original tow when I was left stranded at an intersection on June 4th due to your malfunction. This was a partial refund of my second tow to resolve the malfunction
  
  Regards,
  
  *******************************

  

  Business response

  06/28/2022

  The tow that has been refunded is the only tow in which ********************** had his vehicle towed to Smart Start and is the only tow in which a reciept has been submitted.  As stated in the previous response to this complaint a credit of $150 was issued to his Smart Start account for tow reimbursement.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  the date was dec/2020 or jan/2021 disabled vehicle with ignition interlock installed was towed to shop for removal (from disabled vehicle: black 93 gmc van) of iid and SAME DAY reinstallation of iid into replacement vehicle (green **** ***** g20)smart start records falsely state that reinstallation took place the following day their dishonest or incompetent record keeping negated my 4 continuous months of iid monitoring causing the ******************* to continue withholding my privilege to drive **************** in ****** ********** performed all work to install/uninstall/transfer device to alternate vehicle and they did so on the SAME DAY AS IS THEIR POLICY and not a day apart. they simply do not split transfers as smart start dishonestly claimed in their fabricated document

  

  Business response

  06/15/2022

  On October 23, 2020, a transfer was completed from a **** GMC to a ************************************************** ********* Drivers License status. The violation that resulted in the sanction from Washington DOL was due to a service lockout that occurred in January 2021. The state requires that restricted drivers have the ignition interlock device serviced on a regular basis. ******************** had her unit serviced/downloaded on December 4,2020, at which time her next appointment was scheduled for January 5, 2021,with a service lockout date of January 11, 2020 at approximately 10AM. ******************* failed to appear for her scheduled appointment and did not bring her vehicle in for service/download until January 11, 2020. During the time between January 5, 2020, and January 11, 2020, the ignition interlock device was counting down the time remaining before going into service lockout. The data log shows that the vehicle had been operated every day during the countdown period. As a result of the service lockout the ******************* sanctioned ******************** for non-compliance with the restrictions of her Drivers License.  At this time ******************** should be able to contact WA DOL at ************ to verify her eligibility to have the ignition interlock removed.
  

• Initial Complaint

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Besides the NUMEROUS other issues Ive had with Smart Start over billing me, Im currently concerned about them completely ignoring me when Im trying to get a refund of my deposit. I got my interlock removed and when I asked the employees about my refund they acted like they didnt know what I was talking about and then said I had to call a number. I called the number and naturally when you select the option for refunds it goes straight to voicemail. I left a voicemail over a month ago and never heard back and left another voicemail today. I just want my $300 refund back.

  

  Business response

  06/03/2022

  Hello, the customers account shows that a deposit of $300 was charged on August 11, 2020; and that the deposit was credited back to the account on February 11, 2021 leaving a zero balance. Since the deposit was credited back no further credit is due to the customer.

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is the worst interlock company in existence. Since the first day it was installed in December 2020 I have nothing but problems. I quit drinking the day after my dui in march 2020 and havent had so much of a sip. The problem wasnt false positives, it was malfunction after malfunction. The device time after time will say to blow softer, and it doesnt matter how soft you blow it will say it until you blow so soft it doesnt register your breath. Ive had the device changed out 4 times. It would work for 2 to 4 months and then it would leave me stranded somewhere. My son has spent countless hours loading my truck on a trailer and dropping my truck at the service center. I have had to pay hundreds in fines at no fault of mine. They refuse to pay my son for the tows. I am 70 years old with heart problems and one instance I was 40 miles out in the dessert to go help another stranded friend and it shut my truck down. I had no cell service and had to walk 10 miles to get a signal . I became dehydrated and had my son not gotten there as quick as he did I would have died. The company did nothing about this, offered no help and basically blamed me. I know other people with this device from this company and they all have the same problem. This company is going to cause the death of someone from its faulty equipment which it is well aware of. They need to be forced to at least buy new devices, if not fined and shut down for good. I am not opposed to ************* law, I just think there has to be more oversight with these companies because they get away with treating people like human garbage. Most people like me only ever had one offense and are not career criminals or alcoholics yet these companies treat us like dirt because they know they can get away with it. I am towing my vehicle in for the 5th time in the morning and I have 3 weeks left before removal. I no doubt will be paying another fine. I have documented every instance with video.

  

  Business response

  06/03/2022

  Greetings. My records show that the following response to this complaint was submitted to the BBB on May 24, 2022:

  I reviewed ****************** account including the data logs and notes. ****************** account shows that the unit entered lockout mode on four occassions due to skipped tests. The data shows that ************** was attempting to submit the tests as required but was unable to provide a valid sample within the time frame required by the state. Since ************** was attempting to be in compliance I have credited the four lockout fees ($50 each, total $200)back to his Smart Start account which he will see the next time he comes in for service. Regarding the tows, there are no notes in his account describing these situations, nor has he submitted any receipts from a tow company showing the date, time, pickup location, drop off location, or costs incurred. Therefore no reimbursement can be made for towing. I have asked our Territory Director to contact ************** to address any issues with hearing the device prompt for tests, as well as options for a breath flow reduction if permitted by the *************. 

  
  

  Customer response

  06/16/2022

  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. Although there are no tow records because my son put my truck on a trailer and hauled it
  
  Regards,
  
  *******************

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a breathalyzer from this company. Their device malfunctioned and gave me a violation while I was not in my vehicle. They told me on the phone I would be reimbursed for their over $50 charge (but not my time off work or gas to ******** minutes away) to get the violation removed. I sent in the receipt for reimbursement and was told I had to pay. I do not believe I should have to pay for their malfunctioning device. The center did replace the malfunctioning device when I went to the shop for recalibration, so it was noticed that their was something wrong with the device. Their customer support is unhelpful and only has the ability to send scripted answers (that do not at times even address the question asked).

  

  Business response

  05/06/2022

  Greetings. The ignition interlock system was installed in the customers vehicle as a condition of Probation. The State of ***** establishes the program rules and regulations which include the requirement that tests be taken while the vehicle is in operation. In this case, the violation was due to skipped tests. The data from the device show that the vehicle was started and then left unattended for a period of time resulting in the skipped tests. The data also shows that the device was functioning properly in accordance with the specifications required by the state. When the device logs a violation of the state regulations the device must enter "lockout" mode which requires the device be downloaded within a short time frame so that the data can be transmitted to the monitoring authority. This lockout service is in addition to the regular service intervals therefore the additional fee is charged. Due to the unit functioning properly, and the data log showing the skipped tests, the request for reimbursement of the lockout fee is denied.

  Customer response

  05/09/2022

  Complaint: 17173972
  
  I am rejecting this response because:  Although I can not prove it, and the system is set in a way that I can not prove it, the vehicle was NEVER left on and unattended.  I understand that the purpose of this business is to make money, as is all business, but to do so in underhanded ways, taking advantage of individuals who have no recourse is unacceptable.  The device WAS faulty and in fact, was replaced when I went to have it recalibrated.  Please understand that although you have the opportunity to unfairly take advantage of people, it is unnecessary and unacceptable to do so.   Also, customer support noted that the device and vehicle  had not shown signs of being unattended. If you are going to forge records, you may want to keep your support in the loop.  I will not accept this response and will continue to fight it until there is video evidence (the vehicle takes pictures every time the blower goes off) with a date and time stamp sent to me 
  
  Regards,
  
  ***********************

  

  Business response

  05/17/2022

  Hello, I have reviewed the data logs and photographs once again and stand by the initial response to this complaint which stated: Greetings. The ignition interlock system was installed in the customers vehicle as a condition of Probation. The State of ***** establishes the program rules and regulations which include the requirement that tests be taken while the vehicle is in operation. In this case, the violation was due to skipped tests. The data from the device show that the vehicle was started and then left unattended for a period of time resulting in the skipped tests. The data also shows that the device was functioning properly in accordance with the specifications required by the state. When the device logs a violation of the state regulations the device must enter "lockout" mode which requires the device be downloaded within a short time frame so that the data can be transmitted to the monitoring authority. This lockout service is in addition to the regular service intervals therefore the additional fee is charged. Due to the unit functioning properly, and the data log showing the skipped tests, the request for reimbursement of the lockout fee is denied.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had an atrocious experience with smart start as a whole from the moment I had the device installed in my vehicle. Ive had half a dozen or more instances where Ive had to have my device recalibrated through no fault of my own, because this machine is defective. Most recently, I had a false positive test on 4/28/22. This was followed immediately by another test about 1:45 later, with no change on my part-which I passed. I have had issues since the first week the machine was installed. Every time I turn around this company is stealing another 100 dollars from me, and I have never had a worse experience as a consumer. Another instance being this past December when I had covid-I was promised a code to avoid lockout because I would miss my calibration. Which I received3 days after lockout, causing me to have to pay an additional recalibration fee. Now Im not sure if this is incompetence or maliciousness, but Im looking to put the word out there so that no one else makes the same mistake I did in choosing this company. In addition to being compensated for all of the bogus extra fees Ive been charged, going back to when the machine was installed. Which, I might add they would not produce a list of for me.

  

  Business response

  05/05/2022

  **************** had an ignition interlock system installed in his vehicle on June 9, 2021 as a condition of having his Driver's license reinstated by the State of Connecticut. The state established ************* program rules and regulations, which require the ignition interlock device to log all positive alcohol tests as well as skipped tests. The program rules require that the interlock device enter lockout mode in the event of a single failed alcohol test of **** or higher; or a single skipped test. The lockout mode requires that the device be serviced at an authorized service location which will download the data and conduct a unit calibration check. Since the lockout service is outside of the regular service intervals, the customer is charged for this additional service.
  Mr. ******* account shows that a total of five violation lockouts have occurred. The first violation lockout was on June 13, 2021, due to a skipped test. **************** was charged the standard $75 lockout service fee.Since **************** was a new customer at that time I will credit this fee back to his Smart Start account as a courtesy.

  
  The second violation lockout was due to positive alcohol tests on July 17, 2021. The data log shows that the device was functioning properly in accordance with the state program rules. This lockout service fee will not be credited as the violation was deemed valid.
  

  The third violation lockout was on October 26, ****************************************************************************************** accordance with the state program rules. This lockout service fee will not be credited as the violation was deemed valid.
  

  The forth violation was on February 11, 2022 due to a skipped test. The data shows that **************** was attempting to provide a test sample within the allowable time frame but was unable to log a test in time.Since he was attempting to provide a test sample this violation lockout fee will be credited to his Smart Start account.
  

  The most recent violation was on April 28, 2022, due to an alcohol violation. The device logged a failed test, followed by a passing test however the passing test did show the presence of alcohol at a level below the fail setting as required by the state. The data log shows that the device was functioning properly in accordance with the state program rules. This lockout service fee will not be credited as the violation was deemed valid.
  

  Regarding the missed appointment fee ($30) and service lockout fee ($75) totaling $105 from December, 2021, the notes in Mr. ******* account show that he contacted Smart Start prior to going into service lockout regarding having COVID. These fees should have been waived. I am issuing a credit to Mr. ******* account for these fees.
  

  As stated above, I will issue a credit to Mr. ******* Smart Start account for two violation lockout fees (2 x $75) in the amount of $150.00;plus the $105 for the missed appointment and service lockout fees. The total credit applied is $255.00 which will show on the Smart Start account and can be used for future services.

  
  

  Customer response

  05/05/2022

  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,
  
  *********************

*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. ↩