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:13/02/2025

  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.

  - July 27th, I paid Laurentian driving school *** $689.30 for my daughter to take the driver's ** course online. My daughter had until August 2024 to complete the course including the driving hours. - Summer/Fall 2023 to Jan 2024 - my daughter complet** the online ******* - Jan 2024 - my daughter start** the driving hours with a driver nam** ****** and they complet** 8 out of 10 hours. - July 11th 2024 at 1045am - ****** reach** out to my daughter to complete the driving hours prior to the timeline expiring in August. - July 12th at 801pm - my daughter respond** to ****** to say yes they could meet just about anytime. My daughter mention** a preferr** timeslot.- They would have had 2 weeks to complete these 2 hours and become certifi** as having complete the ******* - ****** never respond** to my daughter. - Jan 16th at 11:33am - my daughter reach** out again to ****** to complete her driving hours. (We have text messages to confirm this exactly happen**) A few days later (I am not sure of the exact date), the driver ****** show** up to tell my daughter that due to it being past 1 year timeframe since she start** the course, they could not certify her. My issue with this is - my daughter TRIED to reach the driver prior to the 1 year timeframe elapsing to complete her driving hours to be certifi**. The business' driver, did not respond to her within the 1 year timeframe. This, is the fault of the driving instructor, not my daughters or mine. I would like my money back, OR for the Laurentian Driving School to allow my daughter to r**o the driving hours to be certifi** as having complet** the driver's ** ******* I call** Laurentian Driving School on Sunday February 9th at 1:23pm and left a message to them saying that I want my money back or for my daughter to be able to complete the course and receive her certification. It is not February 13th and no one has call** me back, I have receiv** no response by text or email. Thank you

  Business Response

  Date: 18/03/2025

  Ms. ******** started our driving school in 2023 and did not complete the course, our instructor at that time made several attempts to make contact with her to complete, however, Ms. ******** did not respond and she did not contact us until Feb 2025 about becoming certified, which is not how our process works per government compliance, No refund will be provided.

  Customer Answer

  Date: 18/03/2025

  Complaint: 22936702
  
  I am rejecting this response because:
  
  it is appalling that you as a business - Lure roam Driving School) can be comfortable treating your clients this way. I paid for a service and expected a resolution. 
  I am disappointed and disgusted. 

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

  Customer Answer

  Date: 18/03/2025

  The images I have provided clearly show that my daughter attempted to complete this course PRIOR to the expiry date for its completion.
  It clearly shows that the companys driver DID NOT reply to my daughter until after the course dates has passed. 
  THIS IS THE ***** OF THE DRIVING INSTRUCTOR AND THE BUSINESS. 

  The business doesnt even seem to know who was their student as my daughters last name is not *********. They likely havent even reviewed the actual file or looked at anything. 
  if they are unwilling to issue a refund thats fine but I want the certification to be completed; even if that means redoing all of the hours. 
  

• Initial Complaint

  Date:01/07/2024

  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 encountered numerous instances of disrespectful and aggressive behaviour from the instructor from Laurentian Driving School, which made me feel uncomfortable and unsafe.Specific Incidents: 1.Speeding on the Highway: I was hesitant to accelerate to 80km/h. The instructor yelled, "If you cant speed up, I cannot teach you."2.Communication Issues: Due to my non-native English proficiency and his accent, I often had trouble understanding instructions. He repeatedly criticized me, saying, "Whats wrong with you? Why cant you make a right/left turn/stop?"3.Clarifying Mistakes: When I asked questions to clarify my mistakes, he yelled, "You need to trust me. If you dont trust me, I cant teach you."4.Lane Change: On the highway, when a truck tried to pass me, my steering wheel inadvertently shifted. He yelled, "Why did you change your lane?"5.Pedestrian Safety: In the city, I slowed down for a pedestrian crossing. He yelled, "Why did you decrease your speed?"6.Cultural Insensitivity: When I slowed down for cars making a right turn into my lane, he angrily remarked, "Where are you from? ***** or *********? Sister, you are in ******."7.End of Session: At the end of one session, I asked a question about lane changes, and he dismissively said, "This is common sense. You dont have common sense."Throughout our sessions, he made derogatory comments such as:"You dont have common sense. How do you go to school? Dont look at your mobile but look at the bus driver.""Sisters, thats the reason I dont like to teach girls.""No one will teach you like what I did.""***, you are making me angry."Overall, my experience with the instructor has been deeply upsetting. Despite training with him for six hours, his behavior made the sessions ineffective. I requested an extra six hours of free, but The School refused. I am seeking your assistance in resolving this matter. Thank you for your attention to this complaint.

  Business Response

  Date: 04/07/2024

  My response to the customer yesterday still stands, and we will not be issuing a refund: 

   

  Hello ******, 
  
  Ive read the full thread, and while I can appreciate your frustrations, we have already given you 3 hours at no cost. We will not be providing any further lessons for free. 
  
  Should you decide to purchase more lessons, I can give you our old hourly cost of $45+tx, but this discount will only be available till the end of the week. 
  
  Please let me know how youd like to proceed.
  
  Thanks, 
  
  
  *****************************
  General Manager

  Customer Answer

  Date: 12/07/2024

   
  Complaint: 21928469
  
  I am rejecting this response because:

  I am not satisfied with the resolution provided by Laurentian Driving School. I requested the return of my 6 hours of training, but they only offered 3 hours. More importantly, for full package clients (I purchased a full package totalling 40 hours), they promised to provide additional hours at CA$40 + tax if more training beyond the initial 10 hours was needed. Therefore, this offer is not a bonus but rather part of their standard customer treatment.
  Thank you for your continued support in resolving this matter.
  
  Sincerely,
  ******

  Business Response

  Date: 29/07/2024

  My original reply stands. We are not providing anymore free hours.

  Customer Answer

  Date: 30/07/2024

   
  Complaint: 21928469
  
  I am rejecting this response. The driving school offered me three free hours as a refund. However, I cannot accept this because the instructor initially provided six hours of in-car training. Given the circumstances, I believe a refund for the full six hours is more appropriate.

  
  My reasons for requesting a refund for the full six hours are as follows:
  Harassment and Unprofessional Behavior: The instructor's behavior during my training was highly unprofessional and harassing. His aggressive demeanor, derogatory remarks, and general lack of respect made the learning environment extremely uncomfortable and stressful.

  False Advertising: Before I enrolled, I was informed that any additional in-car training beyond the initial 10 hours would cost CA$40 + tax for full package customers. However, after filing a complaint, I was told the cost would be CA$75 + tax, which is a clear case of false advertising.
  Delay in Training Commencement: Despite completing my online training in August, I had to wait until February for my in-car sessions to begin due to a shortage of instructors. This delay further complicated my learning process and added to my dissatisfaction.
  Incomplete Training Sessions: Out of the twelve hours of training I booked, the instructor only provided 6 hours, often canceling or rescheduling sessions without prior notice. The three additional hours offered do not compensate for the six hours of distress and inadequate instruction I received.
  Unsatisfactory Resolution: The resolution offered by the driving school does not address the severity of my experience. I believe it is only fair to receive a refund for the full six hours of in-car training that were marred by the instructor's inappropriate conduct.

  
  Given these points, I hope you understand my position and can support my request for a full refund. Thank you for your time and attention to this matter.
  
  Sincerely,
  
  *******************