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:06/23/2023

  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.

  There was a major data breach and Top Driver lost all of its historical emails. My daughter stopped receiving updates months ago because of the breach. I did not get a reminder that my contract was ending because they lost my email address. I want customers to know that is it not acceptable to have a data breach and not notify its customers of the potential EXPOSURE. Please follow up with Top Driver, as they won't tell me about the severity of the issue. I just know that it happened.

  Business Response

  Date: 06/26/2023

  I do not know what this gentleman is referring to since we most certainly have not had our system hacked!  It would be helpful to have the student's name and date of birth so that we can research the teen's account and determine what the issue may be.  Thank you.

• Initial Complaint

  Date:05/30/2023

  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.

  I have the same complaint that HUNDREDS of other customers have. (In fact, I haven't met a customer who doesn't have this complaint!) I have paid over $500 for my son to complete driver's ** which is to include 12 hours of driving/observing in vehicle. The way this business operates, it is impossible for me to complete within the timeframe stipulat** by the business. In addition, the business charges cancelation fees for cancelations within 48 hours of drives even though the business incurs $0 for these cancelations. There are no slots available to sch**ule or resch**ule ***************** are sch**ul** once a month a full month out. Slots become available for about 12 seconds/month at "exactly" 12pm. Last month the portal open** several minutes early so by exactly 12pm all driving slots were book**. If you are a business that offers its services for only 12 seconds/month at "exactly" 12pm, then I find it completely unacceptable to open the portal early. Some parents have JOBS that require us to be working at exactly 12pm on the second Thursday of each month. While completely unacceptable to operate this way, I would at least be willing not to write complaints to the BBB if the business didn't also require drives to be complet** by a certain date. I have us** Top Driver with older children and had not complaints with how they operat** then. Top Driver requires payment in full before any services are render** so this is essentially a way of hijacking customers.

  Business Response

  Date: 05/31/2023

  It appears that you were able to schedule lessons on block release in January, February, and March without issue. We then see a No Show and 2 Cancellations.  With one BTW/OBS scheduled for tomorrow your son only needs one more after that. When he no-showed his BTW we agreed to reduce the fee and extend his deadline. Should you need any further assistance please feel free to contact **************** at *********************************** or ************.  Thank you.
  

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 20119959
  
  I am rejecting this response because:
  The fact that I was able to sch**ule drives for my son does not mean that I was able to do so without issue. I was not able to sch**ule any drives prior to January and I was not able to sch**ule drives that work** for our sch**ule as evidenc** by the 2 cancelations. In addition my son was never a no-show. He mistakenly left his original copy of his permit with me while I was out of town and your organization refus** to accept a copy. I paid dearly for that mistake as there was no leeway whatsoever allow** by your organization. The cancelations occurr** because your system requires ** to select a time slot 3-7 weeks in advance before any sports practices or game sch**ules have been solidifi**. Given that the portal is open only for a few seconds before being completely fill**, I am not able to double check calendars or choose a back-up date as with the few seconds of time, there is only time for one time slot to be select**.  In addition the portal opens at noon on a weekday once per month!  I have to excuse myself from meetings in order to make time to sch**ule drivers ** drives. If for some reason I might be occupi** during that 1 minute that the portal opens, I shall be punitively punish** for not completing the drives. Seriously?  I should have to pay to extend the service that you werent able to provide?  My primary complaint is how you operate your business - not whether or not my son has been able to complete any drives! I am filing a complaint to do what I can to help others going forward. I am requesting a refund as a sign of good faith on your part. Your response is not acceptable as it assumes no culpability on your part and places 100% blame on me - the customer.

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

  Business Response

  Date: 06/01/2023

  Good afternoon,
  
  Thank you for the additional input.  While a good deal of students from the September class have completed the program we understand that you were met with challenges and difficulties.  We apologize that we have not met your expectations and we would like to offer advanced scheduling to demonstrate our commitment to rectifying the situation.  Please call today for advanced access to July driving dates as we have extended the June 18 completion deadline to the end of July.  Additionally, we are happy to refund the $60 no show/late cancel charge.   We are committed to improving and we appreciate your comments. 
  

• Initial Complaint

  Date:05/27/2023

  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'm filing this complaint because I have done most of my classroom training and still need to finish my behind the wheel lessons. I NEVER had the time to do it, so now I found openings in my schedule and tried to log on to top driver signals to reschedule missed classes and in person driving, but I kept on getting "invalid user" messages. I then emailed customer service saying I cannot get in. They respond saying I'm past the completion deadline to schedule any lessons and that I have to pay a reactivation fee of $150. I shouldn't have to pay to complete my classes even though if it's passed a deadline. 6 hours or behind the wheel lessons are required by state law in order to qualify to take your driver's test. I feel as if I'm being milked for my money because Top Driver knows I need to take my liscense test.

  Business Response

  Date: 05/31/2023

  *******,  this is the first time we have heard anything regarding issues you have had with scheduling drives and classroom makeup lessons.  If you had called or emailed **************** previously they would have been happy to help.  It appears you missed the first three days of class (as well as Day 11) when the program is explained in detail.  We do not yet have your permit # which is required before you can schedule drives.  **************** called your parent yesterday and asked for a call back so they can explain in detail how the program works.  Please verify that your mom got the voice mail and calls **************** back today.  We are happy to help you but just need to know that you were having issues.  Thank you very much.

• Initial Complaint

  Date:05/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 am trying to schedule in car driving lessons with Top Driver. Every time I log onto the portal, there are no appointments available ever. When I call them, they tell me appointments are only available if I call on Wednesdays exactly at 12pm. I work, and cannot call at exactly 12pm. This is making the completion of this class nearly impossible for my daughter. I would like the company to open enough slots that I can actually schedule through their portal and not have to schedule a call at a precise time just to get a service I have already paid for. If they cannot provide this, I would like a full refund of the $500 I paid to the company.

  Business Response

  Date: 05/08/2023

  Customer Service reached out to ****************** on 5/5/23 and lessons were successfully scheduled.  

   

  Thank you.

  Customer Answer

  Date: 05/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/29/2023

  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 see many people complaining- please join me in filing a complaint into the unethical business practices of this company **************************************************************** They just will argue about anything and do not believe in customer service and there fees are more then a doctors office

  Business Response

  Date: 04/03/2023

  Top Driver does not utilize unethical business practices.  This parent has been working with the General Manager who is attempting to clarify their involved situation and ensure their son completes his program in a timely manner. 

• Initial Complaint

  Date:03/01/2023

  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.

  September 2022 I enrolled my daughter in the Drive Home.Safe program for $575. The course was to include written instruction, permit, and driving instruction. The written instruction and permit were completed and obtained by my daughter. In December 2022 drive home safe merged with top driver. Students were instructed to continue to look at the website to schedule drives. Today is March 1 and no drives have been available no matter how soon in advance you check the website. I have called multiple times, received one voice message back stating that drives were booked up through March, and gone to ********** location during business hours (where the doors were open but no one was onsite). I am seeking at minimum a partial refund so that I can schedule drives with another facility or for top driver to accommodate all the necessary drives over the next two months so my daughter can obtain her license in June.

  Business Response

  Date: 03/14/2023

  Upon review of the account we see that the first contact with **************** was made on 1/18/23 when you were unable to find your login information.  **************** attempted to help you with driving lessons prior to the March release date however the parent did not return their call until after that date.  It appears you have been successful in scheduling 3 lessons via the Student Portal.  Thank you very much and should you have additional questions please feel free to reach out to **************** at ************ or ************************************

• Initial Complaint

  Date:02/25/2023

  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.

  We signed our son up for the online driving courses. There is no statement when signing up or on their website that specific browsers and computers cannot be used. We have been using their website since January 6 and I have called at least four times about my sons sessions being lockout. Each time they give a different excuse to 1. Your son is answering the questions too fast 2. Dont use chrome book 3. Wait til trash bar completed before answering 4. Use different browser.Each time we have taken their advice and it still locks. In my opinion they are having this done on purpose hoping that my son does not finish in time so they can get more money from us. Resolution.I am asking that these issues can be stopped so he can finish on time and that some of our money should be given back due to their being no disclosure about technology when doing this.

  Business Response

  Date: 03/01/2023

  We believe the student was not logging off when they completed a module so the clock continued to count down.  The attached screenshot of the course timers notes how long the student was logged in without doing anything.  Also, they should use a laptop or computer, (issues with Mac, Chrome Book, tablets, Ipads .. or phone) last, ****** Chrome is best as browser.

   

  The gaps below are when the student was logged on doing nothing (see the attachment) .  There are more gaps beyond whats in the screenshot also.
  
  

   

  Thank you.

• Initial Complaint

  Date:01/04/2023

  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.

  Hello, I am 16 years old now, I made my drivers ed *********** on October 12, 2022. I have since been working on it and trying to finish it while juggling work and school. However during my winter break I went to go log in. On January 2nd to be exact, and it kept saying invalid login. I've emailed customer service and I messaged through their internet help. I have not gotten responses from either and it has been two days. I am currently waiting to be able to finish this so I can start my in cars. And no my username and password is not incorrect as it has worked every other time with the password saved on my computer.

  Business Response

  Date: 01/05/2023

  **************** checked your account and it appears you were able to access modules last night.  They also contacted you via voice mail this morning.  If there are any other issues please reach back out to **************** at ************ or ***********************************.  Thank you.

• Initial Complaint

  Date:01/03/2023

  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.

  My son was signed up at Top Driver for driving lessons. A few hiccups occurred, stating he wasnt in class when he indeed was and signed the attendance sheets himself as his name was not on them. We were told the instructor should have corrected this yet I had to fight each time to get his absence removed. Then he contracted Covid for the second time - tried calling the school, left two Voice messages as I received vm each time. After no call back, we called the instructor directly and told him about the positive Covid. ***** apologized and stated he would ensure the school knew we left messages. I have gotten nowhere after several calls only to be told to pay ****** to finish up. After reading complaints here and speaking to a few parents, I see I am not the only one who encountered this. Paying ****** for a program to be treated this way and taken advantage of during the pandemic is unacceptable.

  Business Response

  Date: 01/05/2023

  ******************,

  We are sorry that there has been a misunderstanding regarding your son's account.  Upon review of the account, we see that the $270 Balance is due to his missing the 9 month Completion Deadline and 2 No-Shows.  Should we have heard from you prior to the deadline we would have been happy to work with you about an extension.  The fee for the Completion Deadline will be removed once we receive documentation of his positive COVID diagnosis (you can email it to ************************************ since there were no notes on the account of a call or message from you about his illness.  We will also provide an extension of the deadline at that time.  Regarding the No-Shows, we will offer you a reduced fee of $25 for each one.  Once the medical paperwork is received and the $50 is paid then his account will be reactivated and he will continue with the program.  Please call **************** should there be any further questions.

  Thank you very much.

• Initial Complaint

  Date:12/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 Top Driver "Gold" package for my daughter and paid $625.00 for this program. She completed the 30 hours of classroom instruction and as part of this package she was to receive 8 behind the wheel private driving lessons. I was told that I would be able to schedule those lessons online on the second Tuesday of every month at noon as the schedule for the month was released. I have NEVER been able to schedule online. I have tried every month when the schedule was released and then continued to check daily - not only at my current location but all other surrounding locations, some even more than 10 miles away. Each time I logged in to view the calendar, it showed as booked with no openings. I called Top Driver and two lessons were scheduled for me by phone as a "favor" as I was told. I was then told to continue to check daily for openings as their system updates real time. Again, I checked on a daily basis and no appointments were ever available at any location. I called Top Driver again today and was told that my daughter would miss her deadline to complete the class and that they could extend this deadline but that I would have to pay an additional $150.00 to do this. I have already paid for this class and for the lessons that were part of that package. I should not be charged an additional fee due to their scheduling challenges. Also, as I was trying to ask to speak to a manager, the representative on the phone with me named ******, hung up on me. I never used inappropriate language or raised my voice, I was just asking for a little help. The type of behavior is unprofessional and uncalled for, especially when something has been purchased and the company that sold it is not honoring their obligation. This feels like a bait and switch and double dipping to say the least not to mention the very rude customer "service". I've tried to use the proper channels but this company seems completely unwilling to help.

  Business Response

  Date: 12/29/2022

  **************,

  Upon review of your daughter's account we have found that you originally scheduled her for a November 2021 class but wanted to switch to a January class which we did for you while waiving the $200 fee.  Her permit was not acquired until 7/20/22 which meant she unfortunately missed out on any behind the wheel scheduling for over 7 months when indeed there were driving lessons available.  **************** extended her Completion Deadline to 2/28/23 at no charge and their call log only shows 1 additional call for assistance with scheduling.

  Even given these facts we are willing to provide an additional month for her Completion Deadline to 3/31/23 and will allow for priority scheduling for Feb/March providing you pay the reduced reinstatement fee of $75. 

  Please reply and we will have **************** adjust your daughter's account accordingly.  

  Thank you very much,

   

   

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18652171
  
  I am rejecting this response because:
  

  The information contained in the response contains inaccuracies. My daughter's class was switched from November of 2021 to January of 2022 due to my work schedule but that has nothing to do with the situation at hand and I have no idea why it was even referenced.   I called Top Driver to see if that change was possible because the class had not started yet and was told that it was a not a problem.  I was never told there was a fee for doing that or that said fee was being waived.  My daughter completed this class and yes did not obtain her permit until July of 2022 due to health issues she was having - this was also disclosed to Top Driver.  They extended the deadline for completion due to her health issues which was something beyond our control so no fee was charged as it should not have been.  

  The issue since August has been with scheduling.  As I stated before, I was told to schedule online so that is what I had attempted to do.  When I could not get anything scheduled at any location, I called and two lessons were scheduled over the phone as a "favor" as I was told.  The rep at Top Driver again insisted I use the website moving forward to schedule all appointments.  I have continuously tried to schedule beyond the wheel lessons online at any location with absolutely no success. I called Top Driver to get the final lessons scheduled over the phone and was told they would only schedule two per month and that we would need to extend again and that I would have to pay an additional $150 to do this.

  If the online system worked as it should, I would not have to request an extension and should certainly not have to pay for something that was part of the package I already paid for with the Top Driver.  There should be no fee charged at all as this was bought and paid for - Top Driver needs to honor what they sold and fix their online scheduling issues.  Also, they need to train their reps in customer service skills as they are greatly lacking in those.  

   

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

  Business Response

  Date: 01/05/2023

  **************,

  We are sorry that you are still unhappy with our response.  Unfortunately we have no notes in our account regarding your daughter's health issues otherwise we certainly would have taken that into consideration when extending her completion deadline.  We will extend her deadline until 4/30/23 and will waive the fee.  Please note that the next release of lessons is next week for February drives - the details are in your daughter's Top Driver Signals portal.  Thank you very much.

  Customer Answer

  Date: 01/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************