Smart Start Incorporated

Please see attached a blank lease agreement that is used for our Arizona service locationsUnder ADDITIONAL CONDITIONS (GENERAL) on Line on the back of this document, it reads that any unused portion of a monthly contract is not pro-rated at the time of ending the programOur clients must read and sign each line before being issued their device and starting their programIf this document is intended to be shown publicly in any way on your website, please notify me at [redacted] Thank you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me After sending an email to [redacted] the situation has been resolved Regards, [redacted] ***

According to the notes in [redacted] 's account, he had his interlock device serviced at the [redacted] shop on 8-29-16, and put $on a credit card and paid $cash The technician gave him a printed Smart Start receipt stating he had a zero balanceIt was determined later by the [redacted] technician that the credit card did not go throughThe client disputed the non-payment, he was asked repeatedly to bring in his credit card statement, and he did not [redacted] discovered the error with his credit card on 8-29-He called into the Buckner Corporate Office, spoke to [redacted] and paid his balance dueWe are sorry there was a miscommunication with [redacted] .Notes in the account: 2016-10-11:09: [redacted] Client called in, very apologeticAgreed to pay the balanceApparently the client discovered his error, he called into the Buckner Corporate Office and spoke to [redacted] , and paid his balance due

[redacted] contacted us Saturday 1/9/ and we asked him to perform trouble shooting steps and contact us back if it did not resolve the issueThe client did not contact us back to inform us of any further issuesClient came into our shop on Monday 1/11/and the situation was then resolved at our service center immediately

[redacted] , thanks for letting us know about your experienceIt is not our intention to make your Interlock program a hassleIn fact, we strive to make sure you are getting through your program successfullyWe would love to have a chance to speak with you and look further into your account details A Smart Start customer service representative will be calling you to help alleviate your issueThank you for choosing us as your Interlock provider

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below
I incurred travel costs as a result of the company's faulty equipmentThey stated they would not reimburse me for travel costs incurred during the time my car was unworkable due to their faulty equipmentThat is unacceptableThere has to be some sort of compensation for the travel cost I incurred during the time their faulty equipment rendered my car inoperable.
Regards,
*** ***

Hello, ***Thank you for providing us your feedback. We would like to reach out and discuss this issue with you to learn more, and look into your account details so we can best assist youWe apologize for any miscommunication that would lead you to distrust Smart StartA member of our
Smart Start customer service team will reach out to you shortlyWe hope to hear from you soon, and thank you for choosing Smart Start as your Ignition Interlock vendor

Complaint: ***
I am rejecting this response because: Smart Start has stated the same line..."they will call me or Email me back " even though I chose to be called back when I put in my complaint into their systemThey email me anyway and my complaint goes unresolvedThis has been times now and I'm tired of being blown off by them.
Regards,
*** ***

***, thank you for bringing this situation to our attention. It is not our intention to make your Interlock program a hassle, whether it is at the beginning of your program or if you are removing the device near the end of itWe'd like to look more into your account details so we can help
you and take care of this issueA Smart Start customer service team member will be reaching out to you shortly to assist youThank you for choosing Smart Start as your Interlock vendor

Complaint: ***
I am rejecting this response because:Not only were several complaints made regarding issue with the electrical system caused by your Smart Start sent to your number, but there were several complaints made to the service centers of which I have used severalI do not know why there are no notes in my account because there should have been especially from the times I called your number Again I explained to the service center that the reason that I was charging those mines was because of financial difficulties Not I don't understand why the service centers didn't make a note of itBut I have also called the 1-number regarding my financial situation numerous times and was not given any assistance, and apparently no notes were taken I understand the charges were paid, but the biggest issue I have is the electrical problems that your device cause with my vehicle that I have constantly had to pay for repairs for again I do not know why that wasn't noted in the account because complaints were made to service centers and the 1-number multiple times
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below
Regards,
*** ***
Smart start does not state anything about why the device would register a bac reading and within minutes register a bacSmart start did however state I've had two "skipped random tests" which I have also disputed and received another generalized response avoiding my refund request as I was activily giving a test when the device continued to give me error messages and accepted my test as the device timed outSmart start stated they are unable to look up that test but charged me $then to clear the "violock" from my deviceThis response disregards my request for a refund alltogether and doesn't state that *** changed out my device and I have not had this issue since

Hello ***, thank you for reaching out to Smart Start with your feedbackWe are discouraged to read about your experience, as we strive to provide the best Ignition Interlock program for our clients, from start to finishRest assured that we will resolve your issue as soon as we canWe will
look thoroughly into your account details to learn more about your situation and learn what is going onA team member will reach out to you through email or a phone call to help youWe'd like to thank you for choosing Smart Start as your Ignition Interlock provider, and we hope to hear from you soon

Complaint: ***
I am rejecting this response because:I am aware of this clause in your contract. I spoke with a representative of your company as well as re-read the contract at the time of my device removal. But just because this clause exists does not make your business practices fair and ethical. It only underlines the fact that your business model is not centered around customer service at all, but rather centered on peoples pocketbooks. At the very least, the remainder of the monthly contract should be put toward the removal fee of your device.I will not pursue this matter any further as I am no longer in need of your services. However it sickens me that a business as large as yours would treat their customers in this fashion
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below
Regards,
*** ***
I don't think that I should have to pay for the repairs out of my pocketWhy can't Smart Start make the check out to the dealer if they feel I am not going to have my VW repairedI've been w/o a horn for years, I NEED MY CAR FIXED, PERIOD! I can't make it any plainer than thatI did not short my power control module out, Smart Start did! The parts and labor are $It cost me $out of pocket to have the car diagnosed at the dealer March 2, That comes out to $1073.77. I believe Smart Start left an Estimate Of Repairs out that is dated June 3, I faxed these papers to them at least times, added up it totals $1073.77.
THANKS, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below
Regards,
*** ***
What a bunch of fibs, the car does not start in drive, NO CAR DOES, This guy calls himself a technician? It is a BMW Mwith a SMG transmission, there is no park to put it in as the TECHNICIAN wanted to do Again, "it has no park, none of them do, they start in neutral" We did not sit in the car trying to start it, we were talking about how we were just treated Yes, my son called him an as AFTERhe threw the key on the floor and said "this thing is *** **" and slammed the door, which broke the mirror, which was not addressed and what this thing is all about!!!!!!!!!!!!!THE MIRROR IS BROKEN When I walked in to tell her, she said I have to leave Is this any way to treat people?????? The only reason she is responding at all is because of the Revdex.comThank you Revdex.com I suggest the Smart Start read the on line reviews of these people, the have made many people angry We want the damagethat was done to the mirror repaired, simple as that Took the car to another outlet to install the device and they said that there was no problem with it and would be glad to write a letter stating that it did not interfere with the install I am years old and have NEVER been treated like this in my life Also, several daysago I left two messages with supervisors at Smart Start, one was ***, never got a call back Fix our mirror!!!!!!!!!!!!!!!!!!!!!!!!! Then go on a long vacation in another state We don't need that in Washington

Hello Mr. [redacted],Our records indicate that all your fees have been paid in full and the Ignition Interlock device has been removed. Regarding your complaint, when you signed your lease agreement, it detailed the monthly fee for service that is required during your Interlock program. During a...

period during your program when you had not paid your required service fees, there were no notes indicating why they were not paid, such as needing financial assistance, or having difficulty paying these fees. We require that these fees need to be paid in full at the time of service and at the time of removal. Per your state's Interlock rules and regulations, Ignition Interlock devices will lock out if they are not serviced within the allocated time. In addition, there are no notes in your records indicating any battery or vehicle issues being reported during the time you had your Interlock installed, serviced and removed. Had there been battery, or voltage, issues, the Interlock device would have recorded these incidents and that device would have required service.Thank you.

The ignition interlock industry in Washington State is regulated under Revised Code of Washington  (RCW) 43.43.395 and Washington Administrative  Code (WAC) 204.50. All ignition interlock devices are tested and certified by the Washington  State Patrol Impaired Driving...

Section .Under WAC 204.50.110 the ignition interlock device must enter into a violation reset or lockout condition when it detects different events such as an alcohol reading over .025 breath alcohol content (BrAC) , skipped test or missed service appointment.When the interlock device requests any breath test the user must supply 1.5 liters of breath to complete the test. If the sampling parameters are not met the device will abort the test and ask the user to try again. This will continue until the user stops attempting to complete a test or the test is accepted. If the user stops and does not complete the test the device will go into a violation reset. The user then has 5 days to bring their vehicle into a service center to have the device calibrated and reset. (WAC 204.50.11 0} All certified ignition interlock providers in Washington State charge a fee for this State required service .Smart Start policy is to not charge a client for a violation reset or lockout when it is found to be caused by a malfunction of the device or if it occurs within 30 days of installation and the technician determines that it was a user training issue. During [redacted] 's ten month tenure as a Smart Start client she has paid a total of $330.00 which includes all lease payments, state fees , taxes and violation fees.Upon installation of all ignition interlock devices clients are required to watch two training videos. One from Smart Start and one from the State Patrol (Can be viewed at www .smartstartwa .com) ; both of these videos describe all scenarios  involving the use of the ignition interlock device, including skipped tests and the circumstances of a violation reset and lock out condition . They are also required to read and initial two documents that describe the use of the ignition interlock device . Lastly the technician installing the device gives detailed instructions to the client on how to use the device prior to the client leaving the service center.In reviewing [redacted] 's account it was found that since having the device installed on February 6, 2015, she has successfully completed 1479 initial startup breath tests with about two thousand additional random tests without incident. During that time period she has missed two random tests and received 10 potential alcohol violations which converts to 99.72% of all tests being completed successfully without any type of violation or incident.Smart Start Service Manager [redacted] has spoken with [redacted] on several occasions and tried to accommodate  her requests within the confines of the Washington Administrative Code.Please let me know if you have any further questions or concerns reference complaint ID [redacted].Sincerely,[redacted]
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Please see the attached: a refund check from one of our service shops and a handwritten letter from the client who wrote the Revdex.com complaint stating he is fully satisfied.

Dylan, thank you for reaching out to Smart Start with your comments. We always work to make your Interlock program easy and successful, and we are sorry you did not have this experience. We would love to have a chance to redeem ourselves by discussing your issue further. Please contact us at...

[redacted] so we can properly discuss how to make your experience better with Smart Start, and look more thoroughly into your account. [redacted] / Marketing Content Specialist / Smart Start[redacted] ext. [redacted] / [redacted] Setting the Standard in Alcohol Monitoring Technology™

Please see attached a blank lease agreement that is used for our Arizona service locations. Under ADDITIONAL CONDITIONS (GENERAL) on Line 5 on the back of this document, it reads that any unused portion of a monthly contract is not pro-rated at the time of ending the program. Our clients must read...

and sign each line before being issued their device and starting their program. If this document is intended to be shown publicly in any way on your website, please notify me at [redacted]. Thank you.