Smart Start review: Technician didn’t follow protocol and now I’m being punished another 6 months.

Hello my name is Sarah Douglas. I have been having issues with the service provided by your company. I had first gotten my device installed on the 5th of January. Not only did the tech not install the motem they also told me I only had to come in every 3 months and next appoi Was on 4/4/24. Then, on January 21st I got a notification on my hand held that I only had 1hr before lock out… then an hour and a half a half later it said 19 hours. After phone calls and waiting 2 hours for a call back the lady tried to blame me for not having the proper equipment installed and not going to a missed appointment for the 19th. I was not told any of these things nor did I get the paper work for it! I have all my receipts via email. I then get transferred to a guy that schedules me at a shop for Monday the 22nd that was closed for Monday. He also told me that he was going to contact adot and let them know what is going on. So on Monday, I then had to drive to find another place that was open to get them to calibrate my device as he scheduled me to someone that wasn’t open and I only had 5 hours left to figure out what the last technician did wrong. I also went back 2 separate times waiting on the device they needed to install. And then I get a letter from adot with a circumvention violation extending my interlock 6 months because either technician didn’t follow protocol and now I’m being punished! The customer service reps are of no help! There are no warnings in my portal! I need help! I’ve asked to get my case expedited several times and to speak to a supervisor to help and no one is calling me back to help me! Please someone help me! I now have to write a letter and request a court date because of the failure of your technicians. I’d greatly appreciate a call back as soon as you can to expedite this case. Thank you for your time.

Sarah Douglas

[protected]@outlook.com

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