Anonymous
map-marker Titusville, Florida

Problems with interlock

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I don't know. Your website says 24 hr customer service but that's not true. Over the weekend I have had difficulty starting my car because of a malfunction with the device and cannot get any help.
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THOMAS F Ikx

LOCKOUT

THRU-VioATION FRIDAY SAME THING//MISSED DR APP-CALLED TALKED to (4) tecks only drink water 2 coffees/ no help/ stuck with trk i can not use//
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Loss:
$55
Reason of review:
Access/ activation issues

Preferred solution: Let the company propose a solution

Michael P Gmz

Still waiting for form to be sent after over 1 month of having device installed.

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Had my interlock device installed on 5/30/19. On June 7, the Enrollment Dept. emailed me the PennDOT form to sign and send in to get my driver’s license back. After processing by state of PA, they advised incorrect form. I needed a PA-DL21SC. I filled out the entire form (I had to sign a portion) and emailed to Smart Start. Called numerous times and always had to explain it over again. Always got a different story. Finally was told on 6/26/19 that form would be processed and sent to PennDOT in 3-5 business days. Today is 7/3/19 (6 business days) and form is still in process and tomorrow is a holiday. How long does it take for someone to sign the form and email to PennDOT? I already filled out the entire form? I have already paid for a months service and I don’t receive credit until I receive my license. This has taken way too long. I was told today it was being expedited...what about the last 3-5 business days. Need to get the form sent to PennDOT. Not happy at all with Smart Starts service. I can’t imagine what will happen when it comes time to have the device removed!
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Cons:
  • Horrible service getting forms sent
Reason of review:
Poor customer service

Preferred solution: Send my DL21-SC signed and emailed to PennDOT!

Robert v Acd
map-marker Flushing, New York

It blows false fails and violations

Distraction driving laws are a conflict of interest. This is an in dangerment to have in a standard shift. And leaves you stranded .I think they are operated. And almost sure by co computers. Giving the interlock a fail or violation to keep us paying. A good Lawyer needs to change the state s and fraud charges brought to light on them and the mouse house Garages that do the work and DMV as well for being incorporated with them. Like
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Loss:
$11
Reason of review:
Damaged or defective

Preferred solution: Full refund

1 comment
Kri B

If you can’t use a mobile phone whilst driving ..u should not be forced to use this violation device either it’s rubbish

Mike Tsz
map-marker Las Vegas, Nevada

Calibration date cost for 3 days is the same as for 30 days

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My device removal date is 7/26/19, the FINAL calibration date is 7/22/19. Why do I have to pay the same FULL calibration fee for 4 days, that I've previously (for 6 mnths) been paying for 30 days. SS should pro-rate the days between the final cal. and removal dates. It's expensive enough paying for the mistake I made without being gauged by SS too. Any company with INTEGRITY would recognize this issue and PRO-RATE the days btwn final cal. & removal. Shame on you!
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Loss:
$52
Cons:
  • Poor cust srvc at smtstrt 800 number
  • Full cost for days that should be pro rated
Reason of review:
Pricing issue

Preferred solution: Price reduction

1 comment
Guest

My final download was on 6/14/19 and my next appt is 7/12/19 and I am still waiting on the paperwork from these ppl and all I am getting is the run around

Joshua h Apo

Faulty fails

Twice now where I wake up, get into the car and I violate. I didn't eat or drink anything and yet it's my problem according to the company
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Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

Anonymous

Arrogant, Condescending, Unprofessional, and Disorganized

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Horrible! Where should I start? Stephanie Luce was initially my contact. She was prompt, and courteous, in all her communications. Then after about a month I was passed off to Sydney Thompson. She was anything but professional. Court order said that I had to communicate my schedule to her weekly, for programming of the device. She consistently got the programming wrong, multiple times was extremely late with the programming, and every time I pointed out her mistake, she responded to my emails in a condescendingly rude and self-defensive tone, more than once blaming me for the error! About a month into my ordeal, I received notification that I had 48 hours to pay my bill or the device would stop working. This was in error, as the judge had ordered the accusing party to pay for service, due to there being serious doubt regarding their allegations against me. The accusing party was un-reachable, so in order to avoid an interruption in my service, I paid the balance, and forwarded the fee to my attorney. Fast forward 2 months of me fighting to be reimbursed. One night I received a voicemail from a completely lazy-sounding accountant from Smart Start named Fernando Villareal. In his voicemail, he told me that he could refund my credit card payment. Two problems: 1) he got the amount I was due wrong - almost $100 less than I'd paid, and 2) he told me the only way he could reimburse me was by cutting me a check which would take up to 90 days! The next day, I again, played phone tag with Fernando, and made multiple calls to their general call center, disputing everything. I was hug up on, and treated rudely by everyone. Finally Fernando called me back to tell me he'd gotten the amount wrong, this time quoting me a refund of more money than I had paid, and still insisting that the only way he could refund me was by forcing me to wait for a check in the mail! It wasn't until I threatened to contact the better business bureau, that a supervisor called me back, promising me the correct refund, this time assuring me that it would be processed to my card next day. I'm still experiencing headaches with this company's service. Everyone I've talked to are condescending, rude, often either blind transferring me to someone else without informing me first, or flat out hanging up on me! I could go on in great detail regarding all the incidents, and literally hours on hold with these people trying to straighten out their mistakes, but I've already spent too much time reviewing a company that quite literally needs to be shut down. Avoid this company at all costs!!!
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josh k Zgl
map-marker Orlando, Florida

Faulty device, terrible customer service

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I was ordered to have an ignition interlock device installed in my car for a period of 6 months. During this time i have had nothing but issues with the device; it is poorly designed and, to be honest, an extreme safety hazard. The device has malfunctioned 3 times, resulting in a "violation" rating, none of which were a result of my having consumed alcohol and attempting to drive.

1. About 4 days before my first monthly appointment the device began beeping erratically during my morning commute to work. I looked at the device and it read "violock 72hrs", meaning that the device would lock if not taken to a service center in 72hrs. Since i was not prompted to blow into the device, i assumed this was the device's way of reminding me of my upcoming appointment. I thought "wow, what service. How nice". WRONG. When i took the device to the service center they explained that i received a rolling violation, where it prompted me to blow while driving and i did not do so. I explained that the device never prompted me to blow before the "violock" reading appeared (my radio doesnt work in my car so i was sitting in the car in silence). The service tech said that they have had a lot of people with the device complain of this lately and that it might be because of faulty power cords the company is using, which the service center was having to switch out A LOT. They checked the cord, found it faulty, wrote this down on my receipt, and told me to file a report to get a refund. I did, and never got a response.

(1 week later)

2. I got in my car, was prompted to blow, passed, and started my drive to work. A few minutes later i was prompted to blow again, and received a "violation" reading (?!?), received a countdown for 2 minutes and was then prompted to blow again (im still driving at this point), i blew again and passed, but still had a violation and had to take it to the service center. I filed another report as well as my original report. I tried calling customer service but they stated that they were separate from the incident department and couldn't do anything. A few days later, I received a lengthy and detailed response to my second filing stating that the violation will stand, and that the device is very sensitive, and that something like "my mouthwash, OR MY COLOGNE", could set off the device. This upset me greatly. That i could pass a test, fail the same test a few minutes later, then pass again, and could still be held accountable was infuriating. There is a camera in the car that takes a photo, they couldnt double check that to see if i was driving with a bottle of bourban in my lap or not?

(one month later)

3. I start my morning commute and stopped to get coffee. I was inside 5 minutes and, when i got in the car, i had received a violation. I suppose it beeped when i got out of the car and the timer ran out while i was getting coffee. (a few weeks later i turned my car off when i got to work, got out, and was getting my gym bag from the back seat when i heard the device prompt me to blow! After i had turned the car off and was outside the vehicle! WHAT THE ***

Another major issue ive had is that, after i blow, pass, and start my car, the device doesn't seem to register the start and will prompt me to blow less than a minute later. I will blow, it will give me the 1 minute timer to start the vehicle (even though i am already driving), and prompt me to blow again when the timer runs out. This process will sometimes continue for my entire drive; i once blew 6 times during a 5 mile stretch. What a safety hazard.

I have sent in multiple incident reports - sometimes for the same incident because i never got an answer - and always received an unhelpful response. They even stated that the faulty cord incident shouldn't have negatively affected the device and that it still stands.

I received a letter from the local sheriffs office stating that, for every violation over 3, another month is added to the total time i have to have the device. It also stated that i missed an appointment with "the DUI program" and, if not corrected, my license would be CANCELLED. When i called to say that i never received an appointment date and that i did not have a probation officer (or anyone in charge of my "case"), they said to contact the "DUI School" i attended. I attended the school over 2 years ago, how would that help?

The point is, the initial customer service is great but those people do not have anything to do with the incident department. I am an electrical engineer and can tell you that this device is either an extremely poorly-designed device prone to malfunctions, OR an incredibly well-designed device meant to malfunction so that, when coupled with unhelpful, difficult to communicate with customer-service, the system can take advantage of people in a less-than-powerful position to milk them for money.

If you absolutely, positively, must use this company, than i urge you to limit your driving as much as possible, never wear perfume or cologne, never use mouth wash, dont listen to music/radio in the car in case the device beeps and you cant hear it, never drink coffee or soda or anything but water while you use the device, sit in your car for a minute after turning off the car (keys removed from ignition) so see if it beeps again and, if you get a violation for no good reason, mark the date and the time immediately so you dont forget, and keep track of it all. Thanks for coming to my TED talk.

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Cons:
  • Faulty equipment and poor customer service
  • You get many errors for no reason
Reason of review:
Bad quality

Preferred solution: reimburse me for the faulty device costs

Anonymous

Broke Down Truck

Hello, I need a code so my mech can start the truck after he gets it fixed,then I can get truck downloaded! we r waiting on parts rights now..
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Blair K Ucr
map-marker Greenville, South Carolina

Smart Start Class action

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He guys I have contacted my state senator in South Carolina, and have been trying to gain steam on a class action. My license is currently suspended for 6 months for a false positive blowing violation with no possible way to get a work restricted license. I do own liquor stores which is a bit of conflict of interest, but I feel yall's pain. The device malfunctions and we are stuck with the bill. Please contact me with any videos you have or any evidence while we build the the case. Facebook NEWBERRY ABC. Smart Start just pulled all their service centers from 3rd party installers in South Carolina because they can't pay them.
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Loss:
$8000
Reason of review:
Damaged or defective
Anonymous
map-marker Saint Louis, Missouri

Product Quality Horrible

Horrible product customer service is even worse lie to customers smart start interlock device was Malfunctioning causing vehicle not to start had to have vehicle towed handpiece replaced three times $500 in violation because of faulty equipment
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1 comment
Kri B

I agree it’s faulty equipment

Glennda Ulv

Lockout code

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Due to illness could not blow hard enough to pass test no alcohol involved
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Anonymous

Keeps failing me for breathing wrong

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I'm having a lot of issues with the interlock. It keeps failing me. I blow into it as hard as I can with a consistent hum. So far I've spent 150.00 for violations. I've only had this device three months. It isn't being consistent sometimes it let's me blow ten times and sometimes only five. If it's all computer controlled then why can't it be fair? I can't afford to keep paying 55.00 I'm in clemmons NC renmach@***l any one else having same issues I'm talking to a lawyer Thursday to see how I can make them be more accountable. They wanted me to be accountable and I'm doing my part so I feel there's no fairness in this. I'm supposed to just wonder every day will I violate or not? Renee
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1 comment
Dorothee Zve

hi i’m from connecticut and i’m having the same issue considering the same thing. if you ever check this website i’d like to be in contact with others

Anonymous
map-marker Wausau, Wisconsin

Is this a Joke?

I understand that having an IID installed in your vehicle is part of a punishment but dealing with the device and communicating with this company has been an absolute joke. This is the most money hungry company I have ever had the misfortune of receiving service from. I constantly have to unplug and re-plug in the device in my car because the device is not working properly. There have been countless times in which I have received a violation for something which is out of my control, not to mention the $50 I have to pay every single time. On the website it states that they have 24/7 assistance which is a lie because every time I call with a question the office is closed or corporate tells me they cannot help me. I've had 2 people hang up on me in one day when inquiring bout why I had received a violation and if I am able to set up a payment plan for the outrageous costs they expect me to pay. I would NOT suggest doing business with this company.
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Jaimen Cxg
map-marker West Adams, Colorado

My car showed violation

They gave me lockout code and i imputed it in to blower and it allowed me to blow and start my car . Its giving me 6 hours . So I'm going to take it to a service center this morning .
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Pros:
  • Idea that it might work for us
Cons:
  • Malfunctions
Reason of review:
Damaged or defective

Preferred solution: New smart start unit

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