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:03/07/2024

  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.

  I was registered for DRIV-9025-108LC at Fanshawe College. I attended the course Saturday June 1, 2024. The first bike I chose was a ***** CBR bike. I stalled the bike a few times while learning how to use the clutch. After a few times, the bike would not start anymore. The instructor decided to give that bike to another student that was more experienced and was able to jump start the bike and use it. I was then given another ***** CBR bike. Turns out that the bike would not shift into neutral. The instructors were well aware of this issue. They had also mentioned that most of the ***** CBR models that the college provides had this issue. The first day started at 7:30am and ended around 3:15pm. Due to the fact that the bike could not be shifted in neutral, I had to hold the clutch the whole time which was extremely extenuating on the left hand. I felt that my hand/arm began to go numb in the afternoon. I had mentioned this to the instructor and informed him that I was ready to give up at which point he indicated that it is normal for my hand to hurt. By the end of the ******s, I was unable to shift and to be honest this turned into a safety concern. My hand/arm were numb the whole rest of the day. From 3pm to night time. It was so unbearable that I had to take multiple pain medications. I was unable to attend the ****** the next day. Even if I was to push through the pain it would have put my safety at risk. Students pay $516.73. The least you would expect is to get motorcycles that are in working conditions. Upon further review, I had noticed that there are multiple complains online from various students about this issue. It is unacceptable that instructors are aware of these mechanical issues and no one is doing anything about it. This is affecting the safety of students.

  

  Business Response

  Date: 04/07/2024

  We have contacted the person who submitted the complaint.  The manager of the area has spoken to her twice.  We are unable to reach a resolution.  Below is a copy of the email today about our efforts.  I am considering this matter closed as there is no further action we are prepared to take.

  Email:

  Hi ****,
  
  
  I spoke with ****** today - the student who filed the complaint. This is the second time I have spoken with ******, since CTS' Client Engagement Rep escalated this concern to me on June 3.
  
  
  Unfortunately, with the Fee Appeal being denied, there is nothing further CTS can offer this student to satisfy their expectations. I did encourage this student to register for our Motorcycle Intro course (DRIV-9057)to continue working on their riding skills, but she was not agreeable, and eventually became irate and hung up the phone. 
  
  
  ****** was insistent that our motorcycles were not working properly, but we allowed her to try a few bikes, and the students she traded with were able to use the motorcycle she had been on with no issues. We offer a variety of sizes and models of motorcycles to accommodate diverse student needs and preferences. We have an excellent mechanic who is diligent in ensuring all defects that are reported are repaired before the motorcycle is put back into use. 
  
  
  Motorcycle riding is challenging, and not everyone will be successful their first time through the course. 
  
  
  Incidentally, ****** was also irate about the time taken to complete the Fee Appeal and the slow communication with RBM - I don't have any info on either process but am sharing as an FYI in case you reach out to her. She also informed me, in addition to the BBB complaint, she has also filed a complaint with the *** about her experience.
  
  
  I hope this provides sufficient context for you to follow up. We're never satisfied when a student has this kind of experience - I wish there was more CTS could do before it escalates to this point. 
  
  
  Let me know if there's anything else I can do to help.
  
  
  Thanks,
  *******************
  Transportation Supervisor, CTS
  *************

  

  Business Response

  Date: 05/07/2024

  We have contacted the person who submitted the complaint.  The manager of the area has spoken to her twice.  We are unable to reach a resolution.  Below is a copy of the email today about our efforts.  I am considering this matter closed as there is no further action we are prepared to take.

  Email:

  Hi ****,
  
  
  I spoke with ****** today - the student who filed the complaint. This is the second time I have spoken with ******, since CTS' Client Engagement Rep escalated this concern to me on June 3.
  
  
  Unfortunately, with the Fee Appeal being denied, there is nothing further CTS can offer this student to satisfy their expectations. I did encourage this student to register for our Motorcycle Intro course (DRIV-9057)to continue working on their riding skills, but she was not agreeable, and eventually became irate and hung up the phone. 
  
  
  ****** was insistent that our motorcycles were not working properly, but we allowed her to try a few bikes, and the students she traded with were able to use the motorcycle she had been on with no issues. We offer a variety of sizes and models of motorcycles to accommodate diverse student needs and preferences. We have an excellent mechanic who is diligent in ensuring all defects that are reported are repaired before the motorcycle is put back into use. 
  
  
  Motorcycle riding is challenging, and not everyone will be successful their first time through the course. 
  
  
  Incidentally, ****** was also irate about the time taken to complete the Fee Appeal and the slow communication with RBM - I don't have any info on either process but am sharing as an FYI in case you reach out to her. She also informed me, in addition to the BBB complaint, she has also filed a complaint with the *** about her experience.
  
  
  I hope this provides sufficient context for you to follow up. We're never satisfied when a student has this kind of experience - I wish there was more CTS could do before it escalates to this point. 
  
  
  Let me know if there's anything else I can do to help.
  
  
  Thanks,
  *******************
  Transportation Supervisor, CTS
  *************

  
  

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21938910
  
  I am rejecting this response because: there was no satisfactory resolution. I was told I can retake the same course and pay for it again. I dont know what consumer in their right mind would pay twice for an awful experience.
  ****** called me once when I had sent the email informing them about the issue. He blamed my lack of experiencealthought it was a course intended to teach basics. 
  After the fee appeal was filed, the college had 15 days to respond. They responded one month later after I had called them 3 times and emailed twice.

  ****** called me again to inform me the appeal was denied although I had already received a letter. He began to blame me again. I also informed him that the instructors did not do their due diligence and did not verify if the helmets were DOT approved. At which point he again began to tell me that the instructors usually do that. I became irate because anything I would say he would contradict although he was not there and does not know what happened. The helmeta were never checked. There is no concern for students well being or the learning experience. The college only cares about getting their cash. I was also irate as the instructors mentioned the day of the course that the cbr motorcycles had issues shifting into neutral. This means that they were aware of the issue and that the mechanic did nothing. Additionally, my motorcycle was only changed once because the battery died. The other student was able to use it because he had prior experience and literally jump started the motorcycle. Which is ridiculous.

  I can provide more details if need be. 
  Sincerely,
  
  ***************************