Smart Start Canada

Complaint: [redacted] I am rejecting this response because: first of all I would like to clarify that I was never charged with a DUI I was charged with a failing to provide a breath sample and it's been I/ out court being appealed through justice system as well drivers fitness & monitoring due to my lung capacity I could not provide an adequate sample the night of august regardless the attempts to provide a sampleMy medical was submitted well before the program enrolment as all my documents were provided to drivers fitness in attempt to appeal the suspension and again submitted in April upon Instalation of interlock device April I was informed drivers fitness approved to have my limits lowered may and this only come to my attention in October when I was left stranded on side of highway after a day of hunting in bush and had to call drivers fitness and Joy instructed smart start to provide a codeLet's not forget during this time we were evacuated from fort McMurray may and I was unable to return home til June As well living in northern Alberta canada our summer months are June, July, august and there was below zero temperatures and several inches of snow on the ground and was also snowing the day smart start refused to provide a code when I got stranded on HwyI would also like to bring attention to the numerous missed tests they have recorded upon instalation of the interlock device I had also paid for smart idle allowing my truck to run idle for 8hours without requesting a test it's apparent this is another pourily managed feature to acquire money from those that unfortunately would pay rather then questionMy truck also had to run around the clock 24/in order to get my kids to school and hockey , football and soccer due to lack of cooperation of this company to perform the required calibration to lower my limits going forward any cost would be my owners with the lower limit prior to that calibration it was outside my control that smart start and drivers fitness couldn't communicated in a more timely manner to my medical submission as I did my part in providing all documents on the startI do have documentation to provide for all I have mentioned and will forward it when I am home again I was unaware I had mins to respond and I am on my iPhone at momentI also have all required billing to submit to prove the costs being waived as well the document ion smart start has provided is unlegible and needs to be resubmitted to even take into account what they are alleging Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 15, 2016/05/11) */ Hi [redacted] , We do appreciate, RevDex.com wants Smart Start Canada opinion about a complaint (Case # [redacted] ). Smart Start Canada believes in providing great Customer Service Experience to our clients. Providing the right... information to clients about the charges is an important part of Customer Services. In your complaint, client mentioned about the hidden charges related Installation of the Interlock Device. I have attached the scanned copy of the brochure for your reviews. It is clearly mentioned on the brochure, under the Other that Installation Surcharges may be applicable. Once the client calls to book the installation appointment he/she will be informed about these charges and details about the Interlock Program. These charges depend on the type of vehicle that client wants the device to be install. We cannot put all types of vehicle on the brochure that's why we add above mentioned charges. Smart Start Canada haven't hidden any fee/charges, we put this information on the brochure that has been sent to client via mail from Driver Fitness and Monitoring Board. We don't advertise our product for local clients. Smart Start Canada do understand about the client economical and personal issues. We are well aware about [redacted] 's situation. [redacted] We try our best to give an excellent customer experience to all of your clients who are on Interlock Ignition Program. Let me know if you have any questions. Thanks,

Initial Business Response /* (1000, 10, 2015/08/04) */
July 27,
*** ***
Marketplace Counsellor
Revdex.com of Central & Northern Alberta Avenue
Edmonton, AB T5P 0L
Dear Ms ***
Re: Case # ***: *** *** ***
I acknowledge
receipt of your letter of July 20, in connection with the above-referenced matterPlease be advised that Smart Start Inc (operating through its subsidiary, Smart Start Canada ULC) is the supplier of technology and services for Alberta's Ignition Interlock Program for impaired driving offenders (the "Program") under contract to Alberta TransportationSmart Start is bound by the provisions of its contract with Alberta Transportation, and one of those provisions prohibits Smart Start from disclosing the identity of Program participants or any information about them that we collectAs such we are simply unable to respond to the specifics of the complaintHowever we would like you to be aware of the following:
Smart Start Inc is a leading manufacturer of ignition interlock devices (IIDs) and a supplier of technical, data management and support services associated with applications of interlock technology for impaired driving offenders and commercial users
Smart Start has been in business for more than years and currently operates in states in the US, as well as in Canada, Australasia, Europe, South America and Mexico
With 110,IIDs deployed and more than points of service, Smart Start is the largest supplier of technology and services for offender interlock programs
Smart Start IIDs comply with all local standards and regulationsAll such devices used in Canada have been independently tested and certified to meet or exceed the requirements of CSTT-HVC-TR- 150: NRC-CNRC Test Protocol for Vehicular Breath Alcohol Interlock Devices in Canada, dated July 27,
IIDs used in offender programs in Canada require anyone who wishes to drive an interlock-equipped vehicle to pass * breath alcohol test prior to starting the vehicle as well as subsequently at random points in timeSubsequent tests after the vehicle has been started are referred to as retests
In Alberta a retest that is not taken when requested is considered a Program violation, and will trigger an early recallAn early recall means that the vehicle must be taken to an authorized service centre within five days; otherwise the vehicle will enter a "lockout" condition which will prevent it from being startedAt no time will an IID ever shut off a vehicle's engine
XXX - XXXX Premier Way, Sherwood Park, AB T8H 2KTelX XXX XXX XXXX
Conditions of compliance with the Program, consequences of noncompliance, and all fees payable by participants are prescribed by Alberta Transportation
Retest requests are controlled by an internal time clock in the IIDThe time clock is activated as soon as the IID detects that a vehicle's engine has been startedIn some cases, such as when a vehicle's electrical system may be faulty, the usual engine detection mode may not work properlyHowever in such cases it is possible to use an alternate mode, and that almost always solves the problem
If and to the extent that a problem arises as a result of an error or omission on the part of Smart Start's technicians or those of its service partners, Smart Start is committed to resolving the problemDepending on the circumstances, this might necessitate resort to insurance coverageIn Alberta, Smart Start and its service partners are fully insured against loss or damage to Program participants' vehicles in accordance with requirements prescribed by Alberta Transportation
Smart Start works hard to protect the privacy of participants and the confidentiality of the information it collects relating to the ProgramParticipants who wish to obtain a report summarizing data downloaded from their IID may do so by contacting Smart Start's customer care centreCustomer care representatives are authorized to email such reports to the email address provided to Smart Start by participants
Smart Start is very customer focusedCustomer care representatives are available during business hours to provide information, answer questions, and schedule appointments, and after hours to respond to calls from participants requiring emergency assistance
Callers to Smart Start's Canadian customer care centre never have to hold on the line for an extended periodAs an option to holding for the next available agent they can leave a message and arrange to have a customer care representative call them back
Smart Start Canada takes pride in having a customer complaint handling/resolution process based on ISO XXXXX:XXXX Quality Management Customer Satisfaction GuidelinesEvery service delivery point has a notice prominently displayed inviting participants who may be dissatisfied with Smart Start's products or services to call a dedicated toll-free number and leave a voicemail messageAny such message is responded to within one business dayThe goal of the process is to attempt to resolve every complaint to participants' reasonable satisfaction while at the same time recognizing that compliance with Program conditions prescribed by Alberta Transportation is paramount
I hope the foregoing provides some assistance in this matterYours very truly,
Ian R M***
Vice- President, International Operations Smart Start, Inc
Initial Consumer Rebuttal /* (3000, 12, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** This company has released personal information about myself and my truck and has made no attempt to rectify the issueThe device does not work like this company has claimed what so everEven the device I have now still does not work right and still fails to see a perfectly sound running truck as startedThere is absolutely nothing wrong with my truckThey claimed it was my batteries that showed a volt charge and are NEW then it was the alternator which was also replaced with a new one, then they said it was a ground that is also a lie as a bad ground would cause noise in my AFTER market stereo system which there is no noise what so everThis company said it would not charge me for anything else until I was happy with the service I was getting yet on the last down load they charged me 160+ dollars for the down load and for missing an appointment that I had called days prior to get changed

Revdex.com Response: ID# ***To whom it may concern,Ms*** has had over $12,discounted off of her account (See below)Smart Start is discounting lockout codes totaling $and Violation Resets (skipped tests) $12,265.00Owes: $491.40$from money left on account from April to
Sept 8.$For Sept and Oct servicesI have provided the notes below to show how much we have tried to help herClient said she was having blowing so we requested she get medical exemption paperwork together to turn into *** *** to receive a reduced testSmart Start did not receive this notice until last week, which we will have her test reduced to have an easier time blowing into the device She has constantly told us our program is "busted" and it is not fair to do this to a single mom with no moneyI told her today we would help her by discounting all the codes and violation resets but monthly services need to be paidShe has threatened several times to go to the media, sue Smart Start, etcbecause we "are leaving her stranded in the middle of nowhere or in the cold"She has said this during summer monthsShawn J***, service manager, has repeatedly told her we would discount these lockouts as long as she gets servicing doneSmart Start has done everything possible to provide good customer service to Ms*** but the client is responsible for her actions on the program due to being charged with a DUIThe same is required by all other drivers with the same restrictions.At this point, the client does need to be responsible for servicing and finishing her programI have told her she can get removed until she has the funds but being removed will suspend her driving until she is able to complete programI have spoken to *** *** and they have reviewed the caseThey have agreed with me and support Smart Start's decision with this caseThere will be no other discounts for this client

Complaint: ***
I am rejecting this response because: the vehicle was in fact in neutral gear when I got to the carThey used force and didn't press the shift release button.
Sincerely,
*** ***

Complaint: [redacted]1
I am rejecting this response because: first of all I would like to clarify that I was never charged with a DUI I was charged with a failing to provide a breath sample and it's been I. / out court being appealed through justice system as well drivers fitness & monitoring due to my lung capacity I could not provide an adequate  sample the night of august 22 2016 regardless the 6 attempts to provide a sample. My medical was submitted well before the program enrolment as all my documents were provided to drivers fitness in attempt to appeal the suspension and again submitted in April upon Instalation of interlock device April 8 2016. I was informed drivers fitness approved to have my limits lowered may 19 2016 and this only come to my attention in October when I was left stranded on side of highway after a day of hunting in bush and had to call drivers fitness and Joy instructed smart start to provide a code. Let's not forget during this time we were evacuated from fort McMurray may 3 and I was unable to return home til June 28. As well living in northern Alberta canada our summer months are June, July, august and there was below zero temperatures and several inches of snow on the ground and was also snowing the day smart start refused to provide a code when I got stranded on Hwy. I would also like to bring attention to the numerous missed tests they have recorded upon instalation of the interlock device I had also paid for smart idle allowing my truck to run idle for 8hours without requesting a test it's apparent this is another pourily managed feature to acquire money from those that unfortunately would pay rather then question. My truck also had to run around the clock 24/7 in order to get my kids to school and hockey , football and soccer due to lack of cooperation of this company to perform the required calibration to lower my limits going forward any cost would be my owners with the lower limit prior to that calibration it was outside my control that smart start and drivers fitness couldn't communicated in a more timely manner to my medical submission as I did my part in providing all documents on the start. I do have documentation to provide for all I have mentioned and will forward it when I am home again I was unaware I had 30 mins to respond and I am on my iPhone at moment. I also have all required billing to submit to prove the costs being waived as well the document ion smart start has provided is unlegible and needs to be resubmitted to even take into account what they are alleging 
Sincerely,
[redacted]

Initial Business Response /* (1000, 15, 2016/05/11) */
Hi [redacted],
We do appreciate, Revdex.com wants Smart Start Canada opinion about a complaint (Case # [redacted]).

Smart Start Canada believes in providing great Customer Service Experience to our clients. Providing the right...

information to clients about the charges is an important part of Customer Services.

In your complaint, client mentioned about the hidden charges related Installation of the Interlock Device. I have attached the scanned copy of the brochure for your reviews. It is clearly mentioned on the brochure, under the Other that Installation Surcharges may be applicable. Once the client calls to book the installation appointment he/she will be informed about these charges and details about the Interlock Program. These charges depend on the type of vehicle that client wants the device to be install. We cannot put all types of vehicle on the brochure that's why we add above mentioned charges. Smart Start Canada haven't hidden any fee/charges, we put this information on the brochure that has been sent to client via mail from Driver Fitness and Monitoring Board. We don't advertise our product for local clients.

Smart Start Canada do understand about the client economical and personal issues. We are well aware about [redacted] 's situation. [redacted] We try our best to give an excellent customer experience to all of your clients who are on Interlock Ignition Program.

Let me know if you have any questions.
Thanks,

A full investigation was done in this case and the results were as such. Our technicians walked out to the vehicle and attempted to bring it into the shop and the vehicle would not go into gear. They immediately left the vehicle and brought the owner back to the vehicle and inquired as to...

whether this was an issue with the vehicle? Our technicians did not move the vehicle, but the owner did. As she did so, the gear shift was forced into gear. The claim was denied due to our Techs never put the vehicle into gear, therefore could not have caused the damage, and the vehicle had just been picked up a few hours prior to the appointment.