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October 2024 by Torry Miners
Absolutely the worst customer service I’ve ever experienced. The employee I interacted with was rude, lazy, and had no interest in helping. It was clear they couldn't care less about their job or the customers. This place is a nightmare, and I highly advise everyone to avoid it at all costs. The unprofessionalism here is beyond unacceptable.
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August 2024 by Santos G
Let me preface it with this....you can only submit a review if you at least choose 1 star. That being said. Firstly I am no angel. I am unfortunately in a long line of genetic alcoholics. I have had 3 DWIs. 2 when I was 21-23 and one a bit later. I am 54 now and I still keep a ignition monitor in my car even though I am sober (and not on probation\parole). Addiction is a beast so I just wanted to make certain I was prepared if I slipped. ..public safety. Well they changed my monthly due date and won't change it back. My check submission conflicts with that date so I will be removing it.
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June 2024 by Spencer Collins
Very poor rude condescending service. Pretty sure they hate their job. They believe they have a monopoly on sucking souls..
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February 2024 by Andy
RUDE RUDE RUDE and they are slow extremely slow compared to the other Austin location. I waited 2 hours and there was only 3 cars in front of me. Avoid this Congress Location.
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January 2024 by Manuel Torres
North location is less busy, but if u have to come here it’s about 15mins per car so do the math on ur wait time
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December 2023 by Yair Carrillo
Customer service is terrible. Long wait times. I’ve had a woman hang up on me after 1 hr of waiting. They don’t tell you any updates for open hours or anything like that. They used to give you a grace period but since most dates fall on Friday and three days grace period would allow you to do on a Monday, they are now closed on Mondays resulting in mandatory late fees. They don’t tell you this or even let you know. Besides that they send you a reminder for recalibration which falls on a Monday.
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December 2023 by Meat Hammerhead Sharks 2000 AD: Requiem
If you feel like your being treated like a criminal because you have to use this service, don't fret. They treat voluntary customers that way too. (Yes, I'm on a completely voluntary program. No court order, no legal reasons.)If you need one of these devices, find a different service. And if you think you had a drinking problem before, just wait until you have to deal with their customer service.They changed their pricing and policies recently, so instead of having a "lock out" date, where you just have to have the device updated by a certain day every month, they schedule a HARD appointment. They don't TELL you this. I just noticed "Appointment Date" on the device display.Even if you do come on your appointment date, you may have to wait in line for an hour+ to get help. A couple months ago, I made the date, but then had to leave to go back to work after waiting an hour in line. The result? Late fee.The late fee for missing this date? $35 dollars, which is 70% of what the monthly fee is to begin with. Apparently, you can have this date changed, but you have call, every month, wait hours for them to call you back. I literally just called at 12:47 PM, requested the call back, only to be passed around and have to schedule another call back AGAIN from the first number I called, to finally get help at 3:19 PM.And the result? I'm getting the device removed, and I have to pay $45 for that too. I was prepared to pay them $50 a month for the next 6 years (I've already had it for 2 years), but they are losing ALL of that business because they refuse to budge on late fees for a voluntary program, or do anything to make scheduling easier.On top of that, they won't do the removal on Saturdays, even though they are open...so I have to miss work.Also, I have duplicate accounts in their system, under the email address. I contacted customer support, multiple times with no resolution, so I STILL can't access the account from the app.The people who work the window, don't know what they are talking about. Every time I ask a question, I get a different answer. First it was I could only do monthly updates, then there was a 3 month options, then they didn't know what I was talking about. Dear Smart Start, if no one who works there actually KNOWS anything about voluntary programs...DON'T OFFER THEM!And how to they communicate new information, like late fees, removal fees? Just tape a note to the window at the shop, with the other dozen notes. No words, no emails, no text messages.They don't have to offer a good service because the court is forcing most of their customers to use it. Like a pharmacist who knows they can say or do anything they want to you cause you NEED their medicine.Thank you for listening, and good luck with your search for a better service.
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November 2023 by Estela Lopez
They take a long time, they should have experienced staff, I don't recommend this place, you have to look for a place where they do their job well.
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October 2023 by David Segovia
Had a great time waiting
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September 2023 by Gentry C
This company will lie to you about costs then once your in surprise you with all these fees.... lies lies lies
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August 2023 by Ann I.
I chose Smart Start because they had a convenient location and they offered me a free installation. New installations were given priority in line and they even waved me into the bay to help me navigate the opening. Right away I noticed it was a really tight squeeze to get into the bay area with literally an inch, maybe an inch and a half on either side. Both sides of the entry into the bay were full of paint marks from other vehicles that had trouble getting in. (SEE PHOTOS)On my second visit, I was lucky that the vehicle behind me gave me enough room to inch back and forth enough times to enter the bay at the right angle. I really lucked out on my third visit. There were no other cars in line, so again, I was able to navigate the angle to get into the bay. On my final visit to remove the device, there were vehicles surrounding me in line. In addition, someone came around from the other side of the building and made an intersection with the line. I had no room to inch back for the proper angle. I tried to navigate as slowly as possible with micro turns on my steering wheel but ended up with a bad scratch on my paint. My paint is added to their wall of shame. I could only get out of my car and go into the office and ask them for help. They told me they no longer wave people into the bay because they have been previously blamed for damages. (They are fully aware what a problem it is.) They referred me to another location that has an easier driveway. They did not say anything about the damage to my car. I went back to my car and by that time, the office was about to close and all other vehicles had left. I was able to leave without assistance, but I had a significant scratch on my car. I called the corporate office about this matter. I was told by two people that I would get a call back. I have gotten zero response on this. This is insult added to injury.
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July 2023 by John Smith
It was a good device that kept me sober and not driving a vehicle
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March 2023 by Quentin James
The wait times are horrible at this location. In these past two months they’ve been going through some staff shortages so staff run late often and the locations in the Austin area and they seem not to tell Smart Start so when you call they believe each location in Austin are running at the normal business hours which is not true at all. Communication seems to be something this company needs to work on. The staff have been great when you get there
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March 2023 by david ortiz
Im 1st. In line because my appointment was at 8:14 am Thursday, February 14 2023. It's 8:30am and the guy is still not here, I have a dentist appointment @ 10:00 am , I hope that he shows up soon
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January 2023 by Crystal Cortinez
NO stars from me, but you have to give a start to leave a review. Ok yes my actions are why I have to have a device in my vehicle, but the service from this place was HORRIBLE!! I waited 3 hours in the most cold & filthy waiting room to get my car back & found my vehicle with parts put back so poorly and even a couple pieces under my dashboard broken off. The employment at this location needs better training.
