Complaints

This profile includes complaints for Ottawa Driving School Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ottawa Driving School Inc

  1245 Walkley Road Ottawa, ON K1V 9S5

  
• 

  Ottawa Driving School Inc

  1489 Merivale Road Unit #204 Nepean, ON K2E 5P3

  
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  Ottawa Driving School Inc

  329 March Road Kanata, ON K2K 2E1

  

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:13/06/2023

  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 purchased the BDE course from Ottawa Driving School September 2022. I have had the written component done as of April 2023, and have been trying to get in car driving lessons completed since. This school is *** accredited as well as a ministry approved course provider. 
  
  They have provided me contact information for 4 instructors. I spoke to the first one in April and they said they were very busy, and I said that was fine. They texted me after a couple weeks and said they were too busy and to contact the school and get another instructor.
  
  The 2nd one never showed up for the lesson I had, said they over booked, and then started ignoring my messages when I tried to book another lesson with them.
  
  The 3rd one does not work in my area on weekends (when I informed the school I could only do weekends as of that point)
  
  I was then provided the name of a 4th instructor, however, they provided me the same phone number of the 3rd instructor.
  I reached out to them, and was provided a new phone number for the 4th instructor, but was told I could only text them.
  
  We had started arranging a time to meet in a few weeks, and then they started ignoring my messages, and I could not call them because I had been told not to.
  
  I contacted the school earlier today, and was told that I could not speak to a manager or supervisor, or the owner, because they were on vacation. They told me they could not promise the drivers would help me complete the lessons before the due date of September 2023, due to it is not their responsibility. They advised me they would not provide me a refund on the portion I could not complete, since it is not refundable.
  
  I have contacted MTO, and they will be getting my file from the school, so I can go to another school that will help me complete the lessons. I have also filed a complaint regarding the school with them.
  
  I am looking to get a refund on the in car driving portion ONLY. This business was not able to provide a service which I paid for.

  Business Response

  Date: 14/06/2023

  Hello *****,

  Thank you for taking the time to voice your concerns to us about your experience. As we understand, you had spoken to one of our staff over the phone yesterday (June 13, 2023) and it seemed that the issue was resolved as we already mentioned we will speak to the instructor and he will contact you that day. We saw the text messages between you and the last instructor, and you had mentioned you will contact him a day before the lesson to confirm. With the instructor you had prior to booking the lessons with your last instructor, we mentioned that he wasn't responding due to an issue with his network. He hasn't received your messages and was also unable to contact you. We spoke about this issue and once he was able to connect with you properly, you still wanted to switch instructors. Since you started the course in September 2022 and only wanted to start the driving lessons in April 2023, that doesn't leave you with much time to continue the driving lessons considering you have a very tight schedule. Please also keep in mind that most students want their lessons on weekends and evenings and instructors can only do so much in those times. We also mention in the email that our instructors are booking in advance so you can plan ahead and book the lessons in advance. Regarding the refund, when you registered for the course, it mentions that the course is non refundable after starting. This is written in the registration email as well as our terms and conditions on our website. From that point, it is your choice whether you would like to continue or not. We would like to help in any way we can. Please let us know.
  
  Thank you,
  ODS Office Staff

  
  

  Customer Answer

  Date: 14/06/2023

  
  
  Complaint: 20181958
  
  
  
  I am rejecting this response because:

  at no point did they say that any of the instructors were having network issues. They never told me that, and if this is about instructor number 2, the driver never contacted me, and neither did the school explaining that was the issue before I asked for another instructor. I have all the emails they sent me, as well as all the texts from each driver. The instructor (number 4) that texted me, I had messaged them 3 times, and the last one I sent on Saturday  June 10th, and asked them to confirm since I had questioned the day before if I could have all 3 times they asked about, or just 1 of them. They did not get back to me regarding any of those 3 messages I sent, and they only messaged when I complained to the school.

  6 months is more than enough time for 10 hours of in car driving lessons, considering I asked if I could have a second driver to do evenings with as well, and they said no. The school has made no effort to help elevate my concern that this would get done in time, since I would be on my 4th driver if I stayed with them (in 3 months)
  

  I understand I agreed it is non refundable. And I would accept that I did not complete this and it was my fault that it did not get done in time. But when I try booking lessons for 3 months, and no one is able to provide a lesson in that time frame (when the school says the teachers are booking a COUPLE WEEKS in advance, this becomes ridiculous, and out of my control.

  I now have to pay 600 to a school who has guaranteed me I can have my lessons done before September, so I need to offset that cost when this school has failed to deliver on the service they offer. 

  I also asked to speak to a manager about this matter and was told I can not since they are on vacation. So how are they contacting *** about this if they will not even speak to me and come up with a plan to help me out?

  
  
  Sincerely,
  
  
  
  ***** Dickson

  Business Response

  Date: 15/06/2023

  Hello *****,

  We explained everything to you in detail in the last reply. We are here to help in any way we can.

  Regards,
  ODS Office Staff

  Customer Answer

  Date: 16/06/2023

  
  
  Complaint: 20181958
  
  
  
  I am rejecting this response because:

  You say you are here to help in any way. The way I require help at this point is a refund. Please provide me with a refund, and I will view this matter as closed.

  
  
  
  Sincerely,
  
  
  
  ***** *******