Complaints

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• Initial Complaint

  Date:01/05/2023

  Type:Customer Service 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 purchased a weekend Motorcycle training package for my wife as a Christmas gift. She was placed on the course beginning 27/04-23 - 30/05/23. I spoke to representative about my wifes ability to operate a Motorcycle and was informed the instruction she will receive will be given at such speed and pace needed to succeed. She was able to complete 2 stages of the course, the during the hands on practical stage after 2 hours of instruction, she was informed she is not learning fast enough and Instructors where afraid she was going to injur others they requested she leave, maybe purchase a Motorcycle, practice then when able to preform such manovers pay another fee of $100 and be placed on another course at a later date. My complaint is 1. why did the Instructors not help her 1 on 1 for a time if needed more help.2. Why was extra time not given when she requested this. This company feed me false information I paid the sum of $527 for training and after 3 hours they give up on person and suggest buy bike practice come back and we will finish course. I find the company was miss leading and is a money grab waste of time for if I'm training her why should I have to pay some company after I did their job I paid for.

  Business Response

  Date: 20/05/2023

  Response to complaint:

  Safety Services New Brunswick staff are trained not to provide a false sense of success about completing the course when students are contemplating registration.  All references on our website and in our confirmation e-mails that are sent to every student clearly states that students may be asked to leave if they are perceived to be danger to themselves or others.

   

  Excerpt from website (identical information provided in confirmation e-mail):   

   

  The “Gearing Up” Motorcycle Training Program is designed for the “new” or “novice” rider and is instructed by certified motorcycle instructors. The course includes both a theory component and a practical riding component. Candidates are presented with a certificate upon successful completion of a written test and a practical riding test for the course. The course is offered at numerous sites throughout the province and at a site in Prince Edward Island, with all effort made to provide bilingual instruction.

   

  The course is designed for group training with a student to instructor ratio in accordance with the guidelines of the program regulations.

   

  **PLEASE NOTE: This course can be physically demanding and may not be suitable for all students. We strictly enforce our safety rules – your safety and the safety of others during training are of top priority. Students may be asked to leave the class for dangerous or disruptive behaviour, or for safety reasons.

   

  Should you have any questions after reading the information, please contact Safety Services New Brunswick (formerly the NB Safety Council) at 1-877-762-7233.

   

  The Chief Instructor report which is filed at the end of the course (prior to any knowledge of a possible complaint) indicated that ****** received one on one instruction for most of the morning before she was asked to leave the course for safety reasons.  ****** did have incident during the course on the compound curve lesson which resulted in a dropped motorcycle and damaged clutch lever.  ****** was invited to come back again at a later date starting on the Saturday morning 1^st thing.  This would be a cost of $50 per session.  (Gearing Up Class Roster Attached with Chief Instructor Notes at bottom).

   

  At no time was Mr. ***** told that ****** would be guaranteed to complete the course.

   

  It should be noted that Mr. ***** had taken the course at the same location in 2022, and their son took the course in 2021 and would be familiar with the curriculum and the demands of the program.  Both passed the course and provided positive evaluations of the course.  

   

  All course evaluations from other students on the course with ****** were positive as well.

   

  It’s unfortunate that Safety Services New Brunswick wasn’t given an opportunity to at least attempt to resolve this concern prior to it being escalated to a complaint with the BBB.

   

  Please feel free to contact me directly at 506-444-0171 should you have any questions or should you wish to have further discussion in this regard.

   

  Thank you,

   

  Safety Services New Brunswick

  Customer Answer

  Date: 20/05/2023

   I am rejecting this response because:

  Vey first time I inquired about said course I was informed no rider left behind. I asked what this meant. I was informed no rider leaves unprepared, meaning if 1 on 1 needed they don't give up on someone. ****** has stated she was not given any 1 on 1 instructions.  If said damage to a motorcycle was done why was this not on the report as to why she must leave.  Yes my son and I both recieved the course and both seen 1 on 1 instructions to individuals throughout the weekend of training. If she was deemed a danger to other riders as was on report she signed, which she stated not happy what is the danger and why was other riders allowed to pass her on the track when clearly stated in classroom and track no passing. She was not informed $50 more to return for training rather buy a bike practice and return for further training at $100, which I certainly find unfair. I'm a driver trainer and I must work with every students faults and help them I can't give up and charge more for my failure to improve their abilities. 

  
  
  
  

  
  

  Business Response

  Date: 31/05/2023

  We are allowing ****** to come back and retake the course on the Saturday and the Sunday June 16th & 17th.  There would normally be a charge of $50, but we are waiving that.  We did offer a refund of $345 (3/5 of the course fee for the parts she completed), but she has opted for the course retake.  After talking with ****** for nearly an hour, I can confirm our position that everything was done by the book with our instructor team and ****** was upset not only that she was asked to leave, but that she had spent over $1,000 on equipment to take the course which was not our issue.  The program does not require that students make significant investments in equipment, in fact, we encourage our students not to make a significant investment in equipment, it’s simply not necessary.  Jeans, boots, gloves from the ****** Store, and a borrowed helmet more than suffice.   She indicated that she was upset that she wasn’t allowed to complete the full course and wanted us to assure that she wouldn’t be asked to leave again.  I’ve had to indicate to her that we cannot provide that assurance, as the course is progressive.  If a student is not able to accomplish the slow speed maneuvers by the end of Saturday morning, they cannot progress to the high-speed drills.  I have explained to her in great detail that we want for her to be successful and are confident that she should be in a better position to be successful, however, if she is unable to demonstrate her competency level necessary as the course progresses, she will not be able to complete the course.  I’m very hopeful that she can do this and be successful.  We wish her all of the best in this regard!