Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***FULL COMPLAINT IS ATTACHED AS .PDF ALONG WITH SUPPORTING DOCS**. Now, my main issue is the fact that this company needs to make good on the damage that was done to my car when installing the device. The installer, when doing the installation, cut holes in my center console so that he could run the handset cord through it (see photos 1,2,3,&4), broke the lower dash mounts (see photo 5), and broke a piece out of my dashboard from where he ran the camera wire (see photo 6). I brought this to the attention of the service facilities and customer service via online chat back in March/April when it first occurred and have been strung along with BS while the company avoided addressing the issue. I have inquired several times by means of online customer service chat, the facility where the install was done, and at the corporate facility, about what steps I needed to take or who to contact. The records available even show that I had been trying to get this matter taken care of. The notes from ART rep Nathaniel S**** on 6/23/2023 talks about the damage (see photo 9), as well as does the 8/2/2023 chat with customer service rep Verney (see Customer Service Chat August 2, 2023, pg. 10,11,14,16,17) who told me there were no notes concerning this matter, even though there were notes from ART from a month and a half earlier. I’ve asked for any info that I needed to take care of this problem and was told, more than once, that someone from the field office would “reach out to me.” September 19th, I again reached out via chat because the phone number on the website had me on hold for hours. During this conversation I was told that the matter was resolved (see photo 7) I I told the chat agent, I had several discussions in the past concerning the matter . When I stated that fact, I was told that “They”( field manager) said, ”it’s been 6 months and you are just now addressing it 2 weeks ago.” (see photo 8)With that, I knew I had just busted them lying to me,

  Business Response

  Date: 10/12/2023

  Our field manager, Jahbrill has tried to make contact with *** ******* several times. During the first call to him at the end of June, when we first have notes about him calling regarding the installation concerns, Jahbrill asked *** ******* why he waited to bring these issues up to us and *** ******* simply disconnected the call and wouldn't answer when Jahbrill tried to call back. Additionally, Jahbrill reached out to *** ******* several times yesterday, leaving voicemails, and still hasn't heard back.

  There are no records of any contact regarding concerns about the installation prior to 6/23. This was 15 weeks after the installation.

  Photos 1-4 just show where the cord was run between the fabric and the plastic, no holes are shown. This part of a vehicle is meant to be pliable, movable for this sort of thing. 

  We are sorry that *** ******* was told there were no prior notes on his account when speaking with one of our agents, as there were notes on 6/23. I do not believe this was said to be untruthful, I believe the agent simply missed it due to the account having so many notes to look through. Please know that the chat dated 8/2 by *** ******* actually took place on 7/31 per our recorded transcripts. *** ******* did not communicate with us on 8/2.

  Our Account Resolutions Team (ART) tried to reach *** ******* on 6/21 to establish a payment plan, but his voicemail was full. On 6/23, we advised he could get service one time with no payment to *********, just the payment for the minimal shop fee, then he would need to call back within 30 days to establish a payment plan (this call back from him did not happen.) There was no payment plan established during this conversation, Photo 9 proves this. (*** ******* did get service on 6/17 and paid the $25 shop fee.) ART tried to call him again on 8/1 per his request via voicemail and a call center agent on 7/31, but we reached his voicemail and left a message. ART also tried to reach him again on 8/5 and left a voicemail message. On 8/9 ART was able to reach him and advised we could add 30 more days to his device with a single month payment (~$135) and leave the past due for establishing a payment plan. He advised us that he would try to come up with those funds, but he did not make an appointment, go to the shop for service, or talk to us again until later in September. We gave him a $50 credit that day as a courtesy due to no contact the last week of July from ART. ART tried to reach him yesterday about establishing a payment plan and we left a voicemail once again.

  To get back to service, *** ******* will need to make a payment arrangement with our Account Resolutions Team. This department consistently calls clients back within 24 hours, but *** ******* typically doesn't answer his phone, as documented in the above paragraph. Also, he has a direct text number for one of those ART agents because I listened to the 8/9 call where they discussed it, so he has an additional means of reaching that department. 

  To resolve the issue of claimed damages, *** ******* needs to return field manager Jahbrill's call. This is the only ********* team member that can assist with this, as he's the manager over ** and physically located in the area. 
  

  
  

  Customer Answer

  Date: 10/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** *******

      *********** response exemplifies the reason and need for this complaint. The fact that administrative level personnel simply have no scruples about flat-out lying and go as far as to fabricate a story to suit their argument is, well, to be honest, not surprising. It is also their undoing for the initial complaint was just enough rope for them to hang themselves with.
   With that, I will respond, per each of the businesses responses.
  *********** responses will be in italics. The number in the business’s reply will coincide with the number of my response.
  
   1.”Our field manager, Jahbrill has tried to make contact with *** ******* several times. During the first call to him at the end of June, when we first have notes about him calling regarding the installation concerns, Jahbrill asked *** ******* why he waited to bring these issues up to us and *** ******* simply disconnected the call and wouldn't answer when Jahbrill tried to call back. Additionally, Jahbrill reached out to *** ******* several times 2.yesterday, leaving voicemails, and still hasn't heard back.”
  
  Lies. There were no attempts to contact me (these days we have call logs that document missed calls) and there was no phone call at the end of June where I spoke with a “Jahbrill” because I have NEVER spoken with a field manager, either, on the phone or in a chat.   Now, please keep in mind that during the 09/19 CSC, the field manager and the chat agent claimed that there were NO notes regarding damage to my car prior to 2 weeks before 9/19 (somewhere around 9/5). Now, miraculously, there was a phone call where I was supposed to have been contacted “regarding the installation concerns”. This would have been 2 ½ months earlier than was claimed on 9/19.. Ya see what I mean. There was a chat around July 3rd and again on July 5th where I had to get a reset because nobody was around on the 3rd or 4th. And, obviously, it goes without saying that I wouldn’t have “disconnected” a call that never took place. Again, there were no voicemails.
   “yesterday, leaving voicemails, and still hasn't heard back”, Wow, a whole 24 hours! Lol.
  
        3.“There are no records of any contact regarding concerns about the installation prior to 6/23. This was 15 weeks after the installation.”
  
  I had already established this fact in the complaint as part of the problem.
  
     4.“Photos 1-4 just show where the cord was run between the fabric and the plastic, no holes are shown. This part of a vehicle is meant to be pliable, movable for this sort of thing. “
  
  4. Obviously conceding the damage to the dashboard and under dash clip, because it would be ridiculous to do otherwise, photos 3  & 4 clearly show the hole cut in the console. Even though Helen Keller could point it out to Stevie Wonder,  I will include them again, even larger to help.
  
  “We are sorry that *** ******* was told there were no prior notes on his account when speaking with one of our agents, as there were notes on 6/23. 5. I do not believe this was said to be untruthful, I believe the agent simply missed it due to the account having so many notes to look through. 6 Please know that the chat dated 8/2 by *** ******* actually took place on 7/31 per our recorded transcripts. *** ******* did not communicate with us on 8/2.”
  
  5. Make up your mind, if there are “so many notes”, why was I being told there were none. If there are none, supposedly, before 06/23 then the only notes would be from 06/23 (ART and unlock code) until 07/05 (7/3 appointment when shop was closed and 7/5 rescheduled appointment). Then there was contact from 07/28 (at the facility) to 08/02 (2 customer service chats). And then on 08/09 with ART. And then not again until 09/19. Somehow that constitutes, “so many notes”.  There, actually, should be a bunch of notes, many prior to 6/23, considering the number of problems I’ve had and the number of times I’ve had to call in and/or go in for them. I guess they only exist when trying to argue an already lost point and not when it means doing right by its customers.
  
  6. And , indeed, more notes appear where there were none. Enough so, that we can be corrected on the accuracy of a CSC chat date. A date where there were no notes before , according to the field manager during my CSC on 09/19.
  
     ….but wait,…there’s more!
  
  Our Account Resolutions Team (ART) tried to reach *** ******* on 6/21 to establish a payment plan, but his voicemail was full. On 6/23, we advised he could get service one time with no payment to *********, just the payment for the minimal shop fee, then he would need to call back within 30 days to establish a payment plan
  7a. (this call back from him did not happen.) There was no payment plan established during this conversation, Photo 9 proves this. (8. *** ******* did get service on 6/17 and paid the $25 shop fee.) ART tried to call him again on 8/1 per his request via voicemail and a call center agent on 7/31, but we reached his voicemail and left a message. ART also tried to reach him again on 8/5 and left a voicemail message. On 8/9 ART was able to reach him and advised we could add 30 more days to his device with a single month payment (~$135) and leave the past due for establishing a payment plan. He advised us that he would try to come up with those funds, but he did not make an appointment, go to the shop for service, or talk to us again until later in September. We gave him a $50 credit that day as a courtesy 7b.due to no contact the last week of July from ART. ART tried to reach him yesterday about establishing a payment plan and we left a voicemail once again.
  
  7a. The 30 day call back did come a few times but was only able to leave messages for an ART callback. The call back from ART did not happen as is established in 7b, which was the reason for the $50 courtesy.
  8. I believe the ********* agent meant to say 6/23 not 6/17. simple clerical error. Probably glanced at the notes and saw the time which was 11:17.
  
  
  I believe that my complaint and reply to *********** response offer some insight as to the actions and treatment that led to their necessity. As someone that is trying to comply with my interlock program on little to no income at present, I was hoping that the cost of the damages could help to offset some of the cost of the interlock. I can’t sign off on this complaint yet, because I still need to speak with the field agent regarding the damages to my car. Hopefully we will be able to reach an agreement that is satisfactory.
  
  

  Business Response

  Date: 10/18/2023

  We just realized the phone number *** ******* used on this complaint is not the same number as any of the 3 we have on his account. Nor has he ever called us from this number.
  
  ART (from an 800 number) and the field manager (from a 909 area code) both called the number ending **** last week, as that was listed as the primary number on his account. If this is no longer a good number, *** ******* needs to let us know. Also, he will need to call ART back if that old number is no longer in use, as they tried to reach him on 10/11. If all agents are on the phone, he will need to leave a message for call back. They will call him back in 24-48  business hours. 

  We would like ** ******* to make arrangements to bring the vehicle in when the field manager is present at the shop. The field manager is now out of the office until 10/23, but he will reach back out on this new number now that he's aware this is the current one for *** *******.

  *** ******* still needs to make payment plan arrangements with ART as well. 

  
  

  Customer Answer

  Date: 10/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** *******

  I am happy that I am finally getting somewhere with this problem, however I am not able to sign off on this complaint just yet. I need to resolve the damage. Point of interest..my xxx xxx **** number has been down for the past month and will be back up in the next day. When I enrolled, I enrolled with the xxx xxx **** number, but have used both. If that is the number that the field manager has tried then i won't get any of those messages until that number is working again later. I'll see if chat will give me the field manager's number. I'll take responsibility for not being able to reach me on the **** number the last month as I should have made sure that Quick Start was using the right one, though both are on file.    

  Business Response

  Date: 10/25/2023

  The **** number was not on *** *******'s account until I added it on 10/17.

  Once again, our ART department attempted to reach *** ******* at the new number I provided them (the one ending ****)  on 10/19, they got no answer and left a voicemail. We still have not heard back from him from that contact.

  Once again, the field manager. Jahbrill, tried to reach *** ******* at the **** number yesterday, he left a message, and he still hasn't heard back from him either. Unless Jahbrill left his number on *** *******'s voicemail message, we are not allowed to release his number, so please don't call in to ask for it. 

  QuickStart has made MANY attempts to reach *** ******* before and since this complaint was filed. We cannot assist him if he continuously refuses our calls and fails to call back.

  We respectfully ask BBB to close this complaint due to our multiple attempts to reach out and this has been a drain on resources for *** ******* to consistently thwart our efforts. 

• Initial Complaint

  Date:04/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had my interlock the last 6 months and the emotional duress has been really disappointing- that’s an understatement. I just recently couldn’t use my car for 2 weeks because of them not calling with codes, not answering the phones.. etc. this isn’t the first time that’s happened either. I’m currently at a car shop not able to get anything done because QuickStart hangs up on me every time I actually reach a live agent to remit payment. Do not ever use this company. Please do not. It is such a scam and really sad. I am going to have to Uber home with my 2 year old daughter because this company can’t answer the phone or anything.

  Business Response

  Date: 05/04/2023

  LifeSafer doesn't have an active account for anyone by this name. The complaint itself states QuickStart is the business they're with. Please remove this complaint from LifeSafer's records. 

  Customer Answer

  Date: 05/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. 
  

  well, Lifesafer acquired QuickStart  sometimes when I call, it’s lifesafer  I’ve called to speak to a manager 3 different times throughout the week begininning last Saturday to speak to a manager and no one has called me 

  Regards,
  
  ******* *****
  

  Business Response

  Date: 05/15/2023

  Again, this was filed under LifeSafer. LifeSafer and QuickStart are separate businesses. The QuickStart resolutions manager has contacted *** ***** by phone and email. *** ***** never paid for her last 24 days of the device lease with us, we have agreed to waive those fees as a resolution for the complaint. 

  Business Response

  Date: 05/19/2023

  LifeSafer doesn't have an active account for anyone by this name. The complaint itself states QuickStart is the business they're with. Please remove this complaint from LifeSafer's records. Someone from our QuickStart Executive Resolutions Team will be reaching out to *** ***** to see how we can best assist you during this time.