ComplaintsforSmart Start

• Initial Complaint

  11/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 30 August I had Smart Start installed in my vehicle. I received 4 violations on the 1 hour drive home and the unit went into system lockout. Unit screen would reset/go blank in the middle of the timer countdown. Again, end of Sept beginning of Oct, received multiple back-to-back violations, screen was resetting/going blank during timer countdown, and went into system lockout. I received $79 lockout fee. Called Smart Start and the technician on the phone said it sounded like the unit was not installed properly and I needed to take it back to the install shop. Took it back to the install shop on 2 Oct, they checked the wiring and installed a fuse. Since the repairs the unit has been working as it should. At the advice of the Smart Start technician I filed an incident report for reimbursement of the lockout fees on 2 Oct. The Smart Start website says you will receive a response within 5-7 days. After 2 weeks with no response I filled another incident report on 14 October. Still 2 weeks later no response. I called twice and was hung up on. Finally got someone on the phone and she said she saw no record of the first incident report, but to wait a few more days for a response. Still no response, I used the text reply function on 28 October. Technician stated they would file escalation report and I should have a response within 3-5 days. Still no response received, I again used the text reply feature on 5 Nov, the technician said they would again submit an escalation report and I should receive resolution within 3-5 days. 2 incident reports, multiple phone calls (twice hung up on), and 2 escalation reports. It should not take this long for reimbursement of charges from a faulty installation. I am seeking a refund for the lockout fees est. $79 (Smart Start website does not show details of lockout fees for some reason). Thank you

  

  Business response

  11/19/2024

  Hello, a credit in the amount of $78.19 for the lockout charge was credited to your Smart Start account on **********. This credit currently shows as a credit balance that can be used for future services.

  Customer response

  11/19/2024

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

• Initial Complaint

  11/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have two issues with the company for which I am seeking ***ayment. On 9/23/2024 I received an error code that tech support could not solve nor knew what the error meant. The error prevented me from driving my car and the tech support *** told me I needed to have my car towed to a support location and have it serviced and instructed me to submit an incident ***ort for the feed incurred. I submitted an incident ***ort request and requested I only be refunded for the $35 calibration fee and not the cost of the tow since I didn't receive a receipt from the tow company. On 10/6/2024 I received an email account stating my account had been credited the $35 fee. On 10/30/2024 I called to begin the removal process for my device and confirm the $35 credit. The customer agent stated there was no credit, and stated that I would have to pay the full amount of $59.50 for the removal fee. I informed her I would submit a complaint and wanted to confirm that that is all I had to pay. On 10/31/2024 I arrived to have the device removed and upon removal was instructed I would have to pay a fee of ****** for November's balance, when I asked why I would have to pay for November when I had it removed before the 11/16/2024 due date I was told you have to contact smart start. When I contacted Smart Start the agent said "I'm not sure what that amount was for I don't show you owed anything" and then hung up while placing me on hold. I am speaking about reimbursement for both the $35 for the calibration fee from 9/30/24 and the $****** for November's payment. I have included the email pdf from the ***resentative stating he applied a $35 credit to my account, the screenshot of the text thread from the tech support instructing me to have my car towed and submit an incident ***ort for ***ayment, the $35 calibration receipt, as well as the final payment for removal, and a screenshot of my app showing payment for November was due 11/16 which is after the date I removed the device.

  

  Business response

  11/11/2024

  Hello,

  Your Smart Start account does not show a $35 calibration fee as being charged or paid in the transaction record, there is a $21.55 early service fee that was credited back to your account as stated in the incident report response you provided. Regarding the $35 fee, your attachment shows you paid ************* a $35.00 fee, this was to that business for services rendered, not Smart Start. Your account also shows that you were charged the removal authorization fee, this is a customary charge. Smart Start does not show a charge or payment for the $107.74 for November, the last charge of $107.34 was on September 6 which brought the account current through November 16th. Your account currently shows that all charges have been paid and you have a zero balance.

  Customer response

  11/12/2024

  Complaint: 22505701
  
  I am rejecting this response because: as provided in the screen shots I was told by your representative to submit my recipes for the towing and I would be reimbursed. I was charged a towing fee and a recalibration fee because of and  of a defect with YOUR COMPANYS machine that was not due to fault of my own. Your response that I would not be credited $35 because I paid the company not smart start makes no sense because as stated in the texts with your technician I would be reimbursed for the tow which was not paid to your company. So why would I be reimbursed for a tow and not for the $35 recalibration fee which is less than the tow? Also if I did not pay for November and the last payment you show I owed and paid was in september then please explain why I needed to why I paid $107.74 in October when removing the device 

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

  

  Business response

  11/13/2024

  Per your complaint, I submitted an incident report request and requested I only be refunded for the $35 calibration fee and not the cost of the tow since I didn't receive a receipt from the tow company. As stated in our prior response, your account only shows the $21.55 missed service fee that was credited back to your account. We do not show a $35.00 fee, please provide a service receipt or proof of payment so that we can process this request.Likewise, you first indicated you did not seek reimbursement for a tow, we will need an itemized receipt from the tow company showing the costs and details of the tow including date, time, towed from, hook-up fee, mileage, and where the vehicle was towed to. Also, as previously stated, Smart Start does not show a charge or payment for the $107.74 for November, the last charge of $107.34 was on September 6 which brought the account current through November 16th. Your account currently shows that all charges have been paid and you have a zero balance.

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had to have an interlock device placed on my car and it has not been working since it was installed in September. I had to tow my car back to the facility to get them to fix it. I was able to drive home, however I have not been able to drive my car because it will not start. When I tried to start it the horn blows and lights flash. I returned to *** and they have allowed my to go with another company intoxalock. I need my money back from Smartstart The are not responsible or responsive. I have been calling them constantly to get placed in a never ending queue to nowhere. After looking them up they are rated one star on Yelp and I know why. Some reviews stated they wish they could give zero star.

  

  Business response

  11/04/2024

  Hello, the notes in the account show that the ******************************************* was installed on September 23, 2024. At that time the Technician noted that the device was installed and the customer was trained in accordance with state regulations.  On October 17, 2024, the Technician entered a note stating that the vehicle had been towed in to the shop. The Technician conducted several tests and was able to use the device as designed, and that the device accepted all tests. The notes also state when owner arrived the Technician walked him through start up process and the client was able to start car on the 1st try. The customer was asked why he didn't call me before towing, he stated he tried was on endless holds with corporate and "lost my phone number to call me." The Technician also states that the notes show the customer refused trouble shooting help from our corporate offices.

  Due to the unit functioning properly, and the tow not being preapproved by Smart Start, the request for refund / reimbursement is denied. 

  Customer response

  11/04/2024

  Complaint: 22508564
  
  I am rejecting this response because: SmartStart had a technician located at *******************************; ******** DE ***** to improperly place an IID device on my 2021 X5 *** in September.  I had to have my car towed back to them and he did something to get it running enough for me to get home and then it would not work again.  I had to go to the *** to change to anothr vender Interlock located at ************************************************** ***** to get another IID placed on my car.  I had to tow my car again to the Interlock today and when the technician looked at my car he stated the SmartStart person did not know what he was doing.  I was provided the incorrect wiring, red clamps, and other miscellanous parts (see attached pictures as dcoumentation) he had attached to my car drained my battery and prevented me from driving.   It was difficult to get the new device on my car because the faulty wiring installed by Smartstart drained my battery. The one black piece was the correct piece and they did not know why the Smartstart technician placed this faulty wiring on my car.  I contacted my congressional office and filed a complaint to ensure I get my money back and save others from being taken advantage of too.   My car had to be towed twice by a special tow truck (not a flat bed or the regular tow). My car required a tow lift because the car was unable to move or be place in neutral position.  The SmartStart tech should not place the device on cars he is unfamiliar with working on. Smartstart should want to make it right with me for service not rendered and almost destroying my car.  I want my $179 back and the one month fee $79.   I could not call them to request a tow because they never pick up the phone.  In addition, I was able to submit a removal via he web after searching and doing everything on my own.  The Yelp reviews tells the story 1 star and most people wish they could give them zero star.  I wish I would have done my research before I selected them.  They were closer to my house and that is it, they are not honest or have an appetite for good customer service.  I want my money back.  
  Regards,
  
  ******* *****

  

  Business response

  11/11/2024

  Hello, per our Territory Manager Smart Start will reimburse the $178.99. 

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company installed device for 4 months and charged for 5 months by forcing full pay for partial months. Business fraudulently charged for "lockout violation." Device was instpected by the installer and found to have no issues. Installer said the device has a high error rate. When calling the company, they continue to transfer you and force multiple 45+ minute wait times to discourage your ability to get issues addressed.

  

  Business response

  10/31/2024

  Hello, I reviewed the account including the data log, transaction history, and the notes. There was a violation lockout charge of $82.69 assessed on 8-26-2024; it appears that this may have been the result of a poor connection therefore this amount will be reversed. The interlock system was removed on 10-7-2024 which was one day past the "paid thru" date, since it was only one day I will have the additional monthly fee of $107.74 reversed as well. The account showed a balance due of $154.04. After issuing the reversals there is now a credit balance of $36.39. I will have our accounting department issue a refund for this amount. 

• Initial Complaint

  10/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been waiting on hold for multiple hours for multiple days and transferred over and over with the Smart Start call center without finding anyone that knows what to do or how to help me. I cannot use my car because the device isnt working. I had to take it in before and paid out of pocket for services that were only temporarily fixed. The device isnt working again. I was told those fees would be canceled and returned to me as it was determined it was your device was malfunctioning. I havent gotten my money back nor can I drive my car. I need help. *** doesnt your company care?

  

  Business response

  11/01/2024

  Hello, the lockout fees were credited back to your Smart Start account on 10-25-2024, this included two violation lockout charges of $81.56 each; and two lockout code charges of $38.06 each. Currently your account shows a credit balance of $139.37.

  I will have an ************ Manager reach out to the customer as soon as possible.

  Customer response

  11/13/2024

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

• Initial Complaint

  10/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Went in for a monthly calibration, the contractor charged me ****** without authorization to "complete" the calibration. They applied a over inflated lease fee to the account. I have called multiple times and had no call back from there billing department. The customer service is not good with ability to do very little ********* is now due for calibration but with no resolution I am not comfortable being potentially out funds without notice.

  

  Business response

  10/25/2024

  A review of the account shows that all charges appear normal and customary. The account is currently paid up to date. If you need further information, please contact our credit and collections department directly at ************

  Customer response

  10/25/2024

  Complaint: 22472387
  
  I am rejecting this response because:
  Response was the charge was for August and sept..I was up to date with my payments at the time of service and no lease fee was due. I was charged unknowingly 272 dollars which was unauthorized. Instead of the 30dollar transaction I approved when giving the contractor my card. The lease fee was 237 so the 272 charge doesn't even make sense. This is clearly a mistake made and the refusal to acknowledge this is beyond unprofessional.

  I have uploaded the documents proving this. 

  they said everything was normal, but you can clearly see normal transactions and typical amounts. 

  I was overcharged unknowingly, and after I was disregarded. 

  When I called the number provided they told me everything was fine and pushed me to customer service, to dispute charges. **************** has directed me to billing for the same thing.
  Regards,
  
  ***** *****

  

  Business response

  11/04/2024

  Hello, as stated in our prior response: A review of the account shows that all charges appear normal and customary. The account is currently paid up to date. If you need further information, please contact our credit and collections department directly at ************.

  The notes in the account show that Mr. ***** spoke with our collections department on October 25, 2024, and was advised: EXPLAINED TO CLIENT BALANCE IS FOR NOVEMBER. CLIENT UPSET BECAUSE HE WAS CHARGED FOR 2 MONTHS IN AUGUST. ADVISED CLIENT LOCKOUT DATE WAS ADVANCED 2 MONTHS AT THAT TIME. CLIENT CONTINUED TO TALK OVER ME. I ENDED CALL

  If you need further information, please contact our credit and collections department directly at ************.

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently move to a new state which requires documentation from the vendor of 1 year of interlock device usage for people with a DWI on their record. To do so, I had to contact SmartStart to request the 10 year old records. On three separate occasions I waited on hold for over 90 minutes (longer than the initial estimated wait times of ***** minutes) and finally hung up. On the 4th try, after waiting almost 2 hours (estimated 80 minute wait time) I finally contacted a person.This person said they put in my request and I would hear back within 3-5 business days. When I asked what happens if I dont hear back, or if they were unable to correctly process my needs the person ***** said just call back. I explained the absurd lengths that required, he said, sorry but thats it. I then asked for his employee ID and his supervisors name, or for him to connect me to his supervisor, he said that he would not do any of that. So after almost 8 hours of waiting on hold, I have no idea if I will get my needs taken care of. And I can neither complain nor compliment this employee. There seems to be absolutely NO CUSTOMER SERVICE.This has all occurred from 10/12-10/24 2024.

  

  Business response

  11/04/2024

  Hello, according to the notes in your account all of the required documents have been sent to the State of **********. Please let me know if you need anything else.

  Customer response

  11/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. For the sake of future clients, I do hope that they address the wait time for customer service. But I am happy with their response and resolution here.
  
  Regards,
  
  ***** *****

• Initial Complaint

  10/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/23/2024 I contacted Smart Start in regards to getting a quote for their services, after being pressured to spend money when I told them I didnt even have a car to utilize their services I was misled by sales *** about deposit. I have not nor will not ever use their services, I have made many attempts to contact SmartStart, via telephone and leaving a note on their 1/2 functioning app. I want my $40.00USD refunded from company due to me not using their services.

  

  Business response

  10/25/2024

  Mr. ******** contacted Smart Start on September 23, 2024 and scheduled an installation appointment for October 7, 2024 on a 2005 Chevrolet Express. Smart Start confirmed the appointment with the shop. Mr. ******** did not appear for the scheduled appointment and has not contacted Smart Start until October 13, 2024 when he posted a note on his account stating: I am requesting a full refund of $40.00 USD to my **** made on 09/24/24. I am unable to secure a vehicle and monetary stability for your program. I feel I was pressured and sold by representative. If no response will open claim with BBB. Thanks.

  At the time of scheduling the appointment Mr. ******** paid a non-refundable enrollment fee. Due to having scheduled the appointment and failing to cancel the appointment prior to the date scheduled, the request for refund is denied. 

  Customer response

  10/25/2024

  Complaint: 22469521
  
  I am rejecting this response because:
  A) I did reach out and after a 70 minute hold time notified representative ***** of cancellation. 
  B) I never author 
  Regards,
  
  ********* ********

  

  Business response

  11/11/2024

  Hello,

  Per our prior response: Mr. ******** contacted Smart Start on September 23, 2024 and scheduled an installation appointment for October 7, 2024 on a 2005 Chevrolet Express. Smart Start confirmed the appointment with the shop. Mr. ******** did not appear for the scheduled appointment and has not contacted Smart Start until October 13, 2024 when he posted a note on his account stating: I am requesting a full refund of $40.00 USD to my **** made on 09/24/24. I am unable to secure a vehicle and monetary stability for your program. I feel I was pressured and sold by representative. If no response will open claim with BBB. Thanks.

  
  At the time of scheduling the appointment Mr. ******** paid a non-refundable enrollment fee. Due to having scheduled the appointment and failing to cancel the appointment prior to the date scheduled, the request for refund is denied. 

  In order for Smart Start to have processed the payment Mr. ******** would have had to provide the credit card information to our program advisor. Again, this is a non-refundable enrollment fee therefore the request for refund is denied.

  Customer response

  11/12/2024

  Complaint: 22469521
  
  I am rejecting this response because:
  I was misled Smart Start agent about deposit price and that it wasnt refundable. 
  Once again deceitful tactics. Ill take my $40.00 refunded on same card they are speaking about.
  

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

• Initial Complaint

  10/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My daughter has been literally on the phone for 2 days getting put on hold, saying she will receive a call back. Nothing happens. We are at the point of exasperation. She needs them to send a form and they are just unbelievable with their run around. She has called over 30 times, waits for hours, gets through, put in hold. Hung up on. Very terrible.

  

  Business response

  10/23/2024

  Please have your daughter reach out to *** *******, Director of Field Quality Control at ************************************

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Theyre attempting to make me keep their service longer than Im legally required to. Im eligible to get their product removed from my vehicle on October 20th, *** tried for the past week to make a removal request to get met with sorry were encountering an internal error message. I finally get the request to go through and they say its going to take 3-5 business days before Ill get my reply back on if my removal is approved by them. In the removal agreement it states that based off of violations they can deny your removal request. Ive had equipment malfunctions the entire process, their equipment isnt reliable and Ive had 2 violations refunded. Im not legally obligated to have their product after the 20th and basing things off of how theyve gone since the installation I refuse to pay and deal with the product longer than I legally have to. Its not right for them to constantly have internal issues, equipment malfunctions, and slow customer service in order to get things done properly and efficiently. I dont want to type all this out, I dont want to make a complaint, but unless you go through this process NOTHING gets done. Youre constantly sent in circles and no one will help you. I wouldve set the appointment up over a week ago but I didnt want to jump the gun and jinx myself. I just want to be done with them.

  

  Business response

  10/23/2024

  Hello, our records show that the unit was removed on October 22, 2024; and the account shows it is paid in full. The account has been closed.

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