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Smart Start

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Jeff of Tucson, AZ March 14, 2010

Similar to what I just read about Daniela of Phoenix, AZ January 21, 2010, my son, Tyler, has been dealing with a faulty Smart-Start device. Originally charged with a DUI in 2008, he is now receiving MVD notices stating he now has to keep his unit through 2013. That's 4 years for something that should have been over in one year! We have repeatedly asked for a hearing (in writing by registered mail) from the MVD, but have received no response. Actually, we never got a single MVD notice letter within the 15 day response period until this one today (guess they have been reading my hearing request letters)

Tyler has repeatedly asked the Smart Start people to verify the faulty equipment to the MVD, but Smart Start says the MVD will not accept any verification from them now. Sounds like Smart Start and AZ are in together on this - good scam. I WILL be researching attorney's for at last an individual suit and would like to work towards a class action, as it is happening with two of us in AZ, it probably is happening for a lot more. Plus will call the AZ AG and local politicians for their help.

My son has followed his court mandated punishment to a "T". I cannot believe this state's MVD can issue computer generated non-registered robo-letters, but I get a registered letter for having weeds over 8" tall? Tyler even had his license suspended over the Smart Start equipment, but Tyler never received a letter from the MVD. Did not know it until he was stopped by a city cop for a broken windshield. They impounded his car and I had to get an attorney to get most of the multiple charges dropped (total outlay 1850). The arresting officer said he had the same issue, but called his Sargent to get the charges dropped and his license reinstated. Guess having a badge has its privileges. Something is severely wrong with this state. This seems like a no-brainer class action for an attorney. Will go after both Smart Start and the State of AZ.

William of Pasadena, CA February 23, 2010

On January 25, 2010, a SmartStart device was installed in my 2000 Jeep Gran Cherokee. While driving home, I received a call from the DMV and was told the local representative did not complete the proper form (California DL 924). I returned and learned they had not received any forms from SmartStart, and SmartStart - I learned after initiating some action - did a massive order and finally got the forms out to their shops - FIFTEEN DAYS LATER, moreover, we had to go back out and have a new form completed! This guy Mike? No help... No "customer service"...

It gets worse... This Saturday, the LCD lense or "light" on the device did not work, and when I called the corporate office, WE HAD TO TOW THE VEHICLE - once again, out to the local representative who did not start working on it until we arrived. CASH ONLY LOCAL REPRESENTATIVES? SMARTSTART's representatives at "Fantastic Sound" in Montclair, California play games about their computer being slow, and finally, after hours of waiting, we went to the bank and got out cash! TWICE!!! Hmmm.... Over the weekend, I never got through to SmartStart and had to wait until today to hear the bad news about needing to two the car. Another lost day of work. SmartStart boasts that they have "emergency 24 hour service, seven days a week" but they do not... Not even close...

SmartStart is in it for the money; they appear to want to "get in and get out". By the way... If you need to get any meaningful communication about your device, if you anticipate being locked out and you need immediate answers - WHEN SOMEONE FINALLY GETS TO YOU; IF THE GET TO YOU - you must have the following: A CELL PHONE, A COMPUTER, AUTO CLUB MEMBERSHIP FOR TOWING, INSTALLERS AND REPRESENTATIVES WHO SPEAK ENGLISH, REPRESENTATIVES THAT TAKE CREDIT CARDS OR CHECKS, transmitted to, or

Brandon of Casper, WY February 14, 2010

After finding myself with a DUI, I was ordered by the court to have an interlock system installed on my car which would test my breath for alcohol. I went to one of the businesses on the list, and unfortunately signed up for what they offered, unaware that there was a much better (and even cheaper) option. The Smart Start interlock system requires you to blow into their device for 3-4 seconds, and then switch to a high-pitched hum for about five seconds.

I didn't know they recommend that the locksmith makes sure a new client actually gets their car started three times before leaving the shop. Instead, the locksmith blew into the device herself--and sent me home to practice.

And practice I DID--for hours on end during the next ten days. When I could not get the car started, the locksmith did stop by and demonstrate the process again, but to no avail. I spent at least ten hours "practicing" during the next ten days and only managed to get the car started three times.

To make things worse, if you do manage to get the car started, five minutes later, the system alerts you that you have to test again. On one of the three occasions I could get the device to work, I was unable to get a successful test done five minutes later, and the car started honking frantically as I tried to get home before it shut down altogether.

Due to start a new job, I called the locksmith yet again to explain that after many hours of "practicing," the car had only started three times. They ware very nice people, and the owner came to my home to start my car (where it took HIM ten tries to get the car going). He drove my car to the shop, where his wife worked with me another 2 1/2 hours. She did her best, but finally admitted that this system simply would not respond to my blowing and humming. She didn't know why.

In desperation, days before I had to leave town to start a new job, I was relieved to learn that there is a rival company--IIntoxilock--which performs the same test, but actually works. It is extremely simple to use, and will make it possible for me to reliably get to work! It is also much less expensive.

I am angry that I paid 168 to have a device installed which was absolutely useless--and that after ten days they charged me another 63 to remove their absolutely useless product.

I want everyone else in my position to know how miserable a product the Smart Start interlock is--and that there is a much better, less expensive product available that will actually serve its purpose. Intoxilock will make it possible for me to test and drive every time.

Daniela of phoenix, AZ January 21, 2010

This Company provided me with an ignition interlock device which was installed on7-14-2008 I had signed a contract with them (Court Ordered) for one year.

I've had several issues with their device since day one. They provided me with an Ignition Interlock device Model is a SSI-1000. This machine is faulty, on several occasions it has malfunctioned & would not register during a test & I would blow into it but it would simply not register causing me to violate on the test as I had lost points due to this.

I've also had numerous repairs to wires in my car that are connected to the device installed in my vehicle as well as having the headset replaced (Changed out) several times. I have lost track since it's changed almost every time I go to my monthly compliance check. I blow into the headset in order to start my vehicle, I have been late to work and even been stuck in a parking lot in triple digit weather because this machine does not work properly! It's not an every day thing when it malfunctions, there are days it works fine but I should not be at fault for this machine not working properly.

I've had two corrective action notices mailed to me from the MVD notifying me that my driving privilege has an extension of 1 year due to this. That's an additional two years I'm ordered to have this & I have done nothing wrong. I completed all my monthly compliance checks & paid my fees to them. They in return provide people in my situation with faulty machines that do not work 100% and expect us to pay the price.

I researched this company & found hundreds if not thousands of complaints similar to mine. Smart Start is cashing in on its clients by causing these extensions causing us to keep these devices in our vehicles for years and years! I feel unless I take action against them and let them know they will not take advantage of people like this they will never honor my contract and remove this device.

Every time I was informed by a Smart Start Technician during a Compliance check that I had a violation and a letter would be sent I argued with them and reminded them that it was the device that malfunctioned and they agreed but still told me I had to deal with the Motor Vehicle Division when I get the letter.

Smart Start is giving me the runaround & I have confirmed this as I called the MVD and was informed Smart Start Inc. simply needs to notify them that it was a device error and not my fault & the Corrective Actions will be VOIDED! I informed the MVD that I have requested that Smart Start respond in my favor to the MVD but all the technicians told me they have nothing to do with this and I need to request a hearing. The MVD rep was kind and advised me to call the hearing department.

I spoke with a representative at the Hearing Office Vehicle Division & told him what has happened to me and that I'm getting the run around. He told me he hears this all the time and advised me to complain to the main office for Smart Start Inc. which I have done through the BBB & Consumer affairs.

He again confirmed to me that if Smart Start Inc. techs admitted that the cause of the violations was due to the device not working properly that it's a simply call or e-mail to the MVD notifying them of this and they will correct any action taken against me. This has not been done for me and will never be done if I continue alone. That is why I've gone through the BBB & AG to assist me.

I have reached my boiling point I had a bad wire (connected to my ignition interlock device) repaired the first week of Jan 2010 it had cause me to lose points on my unit again. I informed the technician that the points lost were caused by the device and he confirmed this saying the wire had caused several circumventions. I asked for documentation to be written for me to have for my records, he said all he could do was make a note in my account. He even replaced my headset due to it not calibrating properly. Now this happened 1 week before my monthly compliance check on Jan 14th 2010

On Jan 14th 2010 I went to my compliance check & was informed by the technician that I had a violation and will be receiving a letter from the MVD again, this makes 3 extensions none that are my fault. I reminded him that just one week prior I hade repairs done to wires and my headset replaced as they were not working properly. He said there was nothing he could do and I had to request a hearing. He then informed me he would be giving me a new headset as it wasn't calibrating properly I had just had it changed a week prior and now changed again how does this Co. expect anyone to complete their program if the devices are FAULTY!

I have received terrible customer service from the toll free line. I have had issues with my unit going crazy and not allowing me to blow into it for a test I called them for assistance. I was never given any help and always told to go to my nearest service location for assistance.

The worst part is that when the c/s rep is ready to end the call they hadn't even asked me my name or got any of my information so I was upset and let him know he needed to notate my account that this occurred. I doubt anything was notated. But the company itself is a big joke and there not helping anyone but themselves.I need help with getting this corrected ASAP please. Thank You for your help & God Bless.

I have been late to work causing me lose hours, stranded, not being able to drive my car at times until I have repairs or replacement of the headset. I'm very stressed with the damage to my driving record. I have to take time off of work to go to my monthly compliance check. I cant commute to visit family as much as I like because I'm afraid that the device will malfunction and leave me stranded again. I should no longer have to deal with this, I have completed my one year contract!

Jessica of Washington, MA October 16, 2009

I've had the Smart Start Interlock device installed in my car for almost 2 years now. For the first year, the handset REPEATEDLY malfunctioned. I would have to swap it out at least once a month. Either it would abort over and over.. or I'd blow, then it would abort, or sometimes the display would just fail to appear, and not allow me to perform a test. And even still, st times, it would just shut off mid- trip, and not allow itself to test me. Usually it would turn back on by the next time I started the vehicle, but one time it didn't. It remained off when i started the vehicle subsequently, not allowing me to perform a test, thus not allowing me to start my car. This occurred after having jump starting my car.. However, after the jump, it registered fine.. even re-tested me within 10 mins like it always does.. then all of a sudden the screen goes blank, and I hear it clicking and malfunctioning the entire hour ride home. It didnt work after that.

Upon talking to smart start, they tell me you're not supposed to jump start the vehicle with the device plugged in... Okay; then if the device wasnt plugged in while I'm jumping it, HOW am i supposed to start the car?? It has to be plugged in to perform the test, right? And upon researching through my documents, and extensively on the net, I saw NO documentation about not jump starting your car with the handset plugged in. They're trying to charge me over 300 for the handset.. one that is completely bugged to begin with !! Not only that- once this happened, they tell me they have a new updated version available, and the service center will install the new system for free, since I'm having "issues" with my older version. Okay, so you're making me pay 300 bucks for an outdated faulty piece of equiptment, that was no fault of my own. Mind you, this particualr handset gave me problems prior to this incident, and she's trying to tell me it was my fault, and I am responsible for it. I don't think so.

Deborah of Lancaster, CA March 2, 2009

Deborah of Lancaster CA (03/02/09)
The smart start ingnition interlock device is monitored by this company monthly and reports their monthly report to the DMV. There was a technical administrative failure to comply with the conditions of the smart start rules and a a report was issued to the DMV causing my DL to be suspended 5 months ago.

I was pulled over by the police and they found that my DL was suspended in Sept 08 and they impounded my car and took my DL. I have been paying smart start to re-calibrate my device 85.00 a month since then. When I spoke to Smart start she admitted yea that the DMV will suspend your license but too bad im out the money. This is fraud. She started back peddling trying to reverse her admittance of this knowlegde that the DMV would suspend my DL but she did know it.

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