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:07/21/2023

  Type:Sales and Advertising 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.

  My daughter has completed the classroom course in the summer of 2022. The school advertised 6 drives upon completion of the classroom portion which my daughter had to schedule herself via phone call. My daughter followed the contract and the explanation of the process given to her by the New Concept Driving School instructor to the letter. She began calling the driving school to schedule her drives as soon as she had 10 hrs driven with parent. She did not get a reply. She called again and again and received nothing for months. I did not call, because we were told several times that the student had to be calling, not the parent. Finally, at my **** end, I did call the school to try and schedule at least one appointment. The business finally came through with a text two months before the contract expiration date, scheduling a drive during our vacation. We of course had to reschedule. The school rescheduled after the contract expiration date. They did not honor that appointment stating in an email that the contract expired and they were no longer liable. I require a full refund of our money for false advertising and now the need to find another school to complete the drives. This is a very convenient model, call to schedule a drive. No proof of or phone calls. They can deny everything.

  Business Response

  Date: 07/21/2023

  Students have one year to complete 6 mandatory driving ******s as dictated by the ******** Secretary of State. The Student, ************************* had a contract that expired on 6/23/23. *** ***** failed to complete one ****** in the 12 month time frame. We always check student records before we arrive for a ****** and when it became apparent that ************'s contract had expired we sent the cancellation notice to her. Parents are emailed our school contract as well as a separate document titled "Parent Notes" because we realize that students don't always bring home all the information discussed in the classroom. We are transparent about scheduling and completion time frames in those documents. If the parent chooses not to read the document then this is what happens. I have attached a copy of the welcome packet that is sent to the parents email when they sign up their children.

   

  ***********************

   

   

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 20356966
  
  I am rejecting this response because: my daughter did not fail to complete a class the business FAILED TO RETURN PHONE CALLS to schedule the drives within the 12 month period. Theres only so much a teen can do when she calls to schedule drives. If there is no response within a reasonable time frame its impossible to compete the drives. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/24/2023

  There is nothing to discuss, our schedule is created by returning student calls. If you don't leave a message you don't get a call back. This is made very clear to the students each and every day while they are in class. If you wait until the last minute to call for 6 lessons its not going to happen and this is what happen with this student. 

   

  ***********************

• Initial Complaint

  Date:02/21/2023

  Type:Order 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.

  About two years ago, on July 26, 2022 I enrolled my daughter in New Concept Driving School for $495, the promise in the contract was, A.) certificate of completion to present to the high school for class credits and B.) 6 80 minutes behind the wheel driving ******s. My daughter only received the certificate of completion on Dec 5 2022. For the behind the wheel ******s my daughter had made several attempts to schedule them but ended up with no response from New Concept Driving School, on one occasion a date and time was setup where my daughter was patiently waiting for 2 hours at ***************** high school to be picked up by a teacher from New Concept Driving School, who never showed up and gave any communication that the ****** wasnt going to take place, any further attempt to schedule a ****** was met with the same behavior and negligence. After several other attempts I confronted New Concept Driving School about the ******s and was met with horrible and outlandish behavior. I was told that the contract has expired, that they did actually email my daughter about a notice for expiration, and that if I wanted the ******s I had to pay the full course fee again, alongside they told me if I complained that they would call the police on me. They yelled at me that it was a entirely my fault while They stated the entirety of the contract was my daughters responsibility who in fact is a minor and did not sign the contract, they also stated verbally how can I trust my daughter driving but not teach her to check her emails daily. When I try to reach out to resolve this matter there is no communication which has been consistent throughout this entire ordeal and I am not the only one who has had this issue as per ****** reviews and other sources. They are very disorganized, unprofessional and use the exploitation of minors to profit and run their business. They do not accommodate to the students as they do not provide any communication and do not hold up any deadlines.

  Business Response

  Date: 02/21/2023

  Please see our response below to the complainant (the parent of our student *************************):

  We do our best to accommodate our students. ****** had 12 months (from the end of the classroom session) to get 6 drives completed. She did not complete any of the lessons. Our contractual obligation for those drives expired on August 13, 2022. This policy is clearly stated in our school contract which you signed on 7/26/21. I have attached a 30 hour classroom completion certificate which you will need to present to whomever you choose to complete ******'s Behind the wheel training.

  We sent a copy of the signed contract which was signed by the parent. ****** completed the classroom in August of 2021. She had 12 months to complete her 6 drives and she never completed one. The mother called 17 months later to schedule drives and she was told her contract with our school had expired and she would need to go elsewhere to complete her daughters training. I have attached a copy of the signed contract.

   

  ***********************

  New Concept Driving School

   

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19392712
  
  I am rejecting this response because: Attempts to schedule drives within the allocated time were met on our side via phone call however the responsible party never upheld any scheduling and ghosted any further attempts to schedule the promised behind the wheel hours as stated in the contract, and further neglected any communication about any promised obligations, on one specific occasion a date and time was scheduled however the responsible party/ driver educator never showed up or communicated session was cancelled and further attempts were met with similar behavior. Along side, I was threatened to have police called on me for wanting to state a verbal complaint while including insults about my parenting. To conclude, I would like repercussions made in a refund for the full amount of the course due to negligence, lack of obligation , unprofessional behavior, and aggressive demeanor. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/27/2023

  This will be my final response to this issue. The student or mother never called for drives during the 12 months she had to complete them. Her mother thought if she continued to call after our original response she would get her way. Bottom line they never called during their contract time to schedule the driving lessons.

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19392712
  
  I am rejecting this response because: Throughout the entire time my daughter was a student there was no communication present, any notice of contract expiring, or any notice or any notice of urgency to schedule drives. On one specific occasion a date and time was scheduled for my daughter to drive and be picked up at the ***************** High School in which she waited for quite some time but no representative showed up or communicated with her that the session was canceled or wasnt going to take place. Any further attempts to reschedule this drive was met with negligence. This behavior was consistent throughout the entirety of time allocated to the drivers ed ****************************************************************************