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:12/05/2022

  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.

  We registered our child for online classes with Top Driver during the start of the pandemic. She completed the online portion of the course in the summer of 2021. During the summer/fall of 2021, despite many attempts to schedule driving lessons, we could not. We were told that due to COVID, TOP DRIVER was short-staffed, which is why it was difficult to schedule appointments. In July 2022, we finally secured 2 appointments. After weeks of trying to schedule additional lessons, we secured one in November. Our contract ended on November 30, 2022. Despite several calls and website attempts to complete the program, Top Driver informed us that if we didn't pay an additional $150 to extend our contract, our child would not be able to make the necessary appointments to complete the program. Despite several requests to speak to a manager, we were told: "there are no managers" or that anyone else could assist us. We informed customer service we would not pay an additional fee because we didn't default on the terms of the contract, Top Diver did by not providing the full services we paid for. Our child needs 3 more in-car lessons to complete the program; that is all we are requesting, as that is what we paid for.

  Business Response

  Date: 12/08/2022

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

  I researched your daughter's account and there are no notes regarding needing help or a request to speak to manager. Your daughter registered for a May 21 Webcast, finished it August 21, yet we don't see any calls to ask for assistance until 5/10/22 which is when we found out the student didnt obtain her permit until 4/23/22.  The Secretary of State requires that students hold their permit for at least 9 months before they can obtain their license.  The permit date was 2 months beyond her original completion deadline (9 months from the first day of class) but we still extended the deadline to 11/30/22 as a courtesy. We had many unfilled ****** blocks in 2021 had your daughter gotten her permit in a timely manner.
  
  On 5/10/22, your daughter scheduled two BTWs for July and ended up no showing one for 7/1.  She scheduled yet another July BTW for 7/7 when settling the no show fee on 7/1.  No other ******s were scheduled until one on 11/12.  If we had heard from you sooner we could have helped get her ******s done. Once the re-enrollment fee is paid then you will be able to actively schedule the remaining three ******s - **************** has kindly reduced the fee in half to $75.  

  Thank you very much.

   

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18485116
  
  I am rejecting this response because:

  Thank you for your response. 

  Per the customer service I spoke to our contract was extended because of the lack of instructors available to perform the services we paid for. I do not know why there were no notations regarding my phone calls because each time I called; I was told it was "being noted in our account". 

  We did miss ONE appointment due to a miscommunication at home. We paid the fee as requested and attended the scheduled sessions after that. 

  Regarding not calling sooner, I called several times BEFORE my contract expired and as previously mentioned, I was told I could not be helped unless I paid additional fees to extend my contract. I also unsuccessfully tried to schedule for the remaining lessons, however, there were no appointments available. 

  As I mentioned to customer service each time I called, why would I pay an additional fee for services I have already paid for but were not provided? Further, had I paid the fee, would there be guaranteed appointments? Despite repeatedly asking for a manager, the only answers I received was "there is no manager, and we can't help you unless the fee is paid".

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

  Business Response

  Date: 12/27/2022

  Thank you for your response,  As we noted earlier there were plenty of ****** options for your daughter over the last year and a half since she started and had she gotten her permit sooner then she would be completed with her program within the 9 month Secretary of State deadline.  **************** has already offered to reinstate your daughter's account at a discounted rate of $75 which you declined.  We are willing to give you an additional chance for ****** to complete her program and will extend her completion deadline to 5/31/23 at no charge.  Understand that this is the last extension that will be offered without a fee and should she not complete the program by 5/31/23 the full $150 fee will be required to reinstate her to the program.   

  Customer Answer

  Date: 12/27/2022

   
  
  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. 
  
  I appreciate the extension and willingness to correct all of this. We will schedule the remaining three behind-the-wheel classes.

  I understand no additional extensions will be made past 5/31/23 or an additional fee will need to be paid. 
  
  Thank you.
  
  Sincerely, 
  
  
  

• Initial Complaint

  Date:11/09/2022

  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.

  My daughter signed up for online classes with Top Driver. I decided on the online because she has health issues and did not want to expose her to people unnecessarily during Covid. In July I called Top Driver because my daughter only had 4 hrs completed even though I paid for 8 hrs and her program was ending July 31st. Top Driver said I could waive the observations for her and just book two more hours of driving lessons to successfully completed the program. I was also told that my daughter had finished the online 30 hr course successfully with a passing grade. Top Driver then extended my daughters course to October 31st so she could complete the last 2 hrs. My daughter successfully completed the 6 hr driving lessons with Top Driver at the end of September. By the end of October I called again because I had not received my daughters completion record and it had already been over 4 weeks. I was told there was no reason my daughters wasnt sent and it would be escalated. I received another call that day saying my daughter had not finished her course and the information that was given to me in July was incorrect and the person who assisted me was looking at the wrong students account. I complained and was upset but agreed to have my daughter complete the course for what I felt was the second time. The extension was from October 27th to November 11th and my daughter had to start back at day 4 and complete until Day 15. My daughter logged on for the 2 hrs allowed each day and yesterday Nov. 8th, I emailed the program director ****** to let her know what because some of the days took more than 2 hrs to complete, the extension given was not reasonable. I was told my daughter was not completing the course when I myself watch her complete the majority of them and that my daughter had not logged in to the course when she logged in last night. Now they will not allow her to complete the online course and are trying to issue a refund I dont want.

  Business Response

  Date: 11/11/2022

  This student began the online Webcast course in June 2021.  Unfortunately per our ******************* System records very little of the course was completed (the login information is attached).  We are happy to provide a refund for the classroom portion however the parent does not wish to have her daughter take her class elsewhere.  We have reactivated her account today with a final completion date of 12/31/22 - ample time to complete the remaining classroom modules.  Should there be any further questions please contact **************** however we believe this is a fair resolution.  Thank you.

• Initial Complaint

  Date:10/31/2022

  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.

  Purchas** **-BRT Gold Teen Program. There are not enough slots available for in-vehicle lessons. I have check** the website for months not only for my local area, but for over 10 locations in the Chicagoland area, and I have never seen an open slot! Now my deadline for the course is here, and I still ne** all 8 of my driving lessons. There shouldn't be extra charges when there was no chance to sch**ule any driving lessons. There should be weekly chances to sign up for lessons, not just once a month. If 8 driving lessons are not available, I would like a full refund, so that I may take drivers ** with a company who does have in-vehicle lessons.

  Business Response

  Date: 11/07/2022

  The Regional Manager and **************** have suggested the student change their program to Silver.  The Regional Manager will allow the parent to schedule 2 ******s in January ahead of the general ****** release date so that the student can complete the program.   The parent is considering this option.

• Initial Complaint

  Date:10/20/2022

  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.

  Purchased a Gold Package from Top Driver for my daughter which included 8 behind the wheel lessons. She's completed 7 of them with great scheduling difficulty created by Top Driver. Have been trying to schedule the final session for weeks. She turns 16 in late November but will be unable to apply for her drivers license because she will not have completed the final ******* after which Top Driver needs to process course completion paperwork with the state. Have called Top Driver over 20 times and accessed their website scheduling tool, but no appointments available. Today they offered an appointment for late December at a far away location which is not acceptable. **************** reps refuse to allow me to talk to a supervisor who has the authority to make it right.

  Business Response

  Date: 10/25/2022

  The Regional Manager has reached out to the parent and arranged the final drive for ****  Thank you very much.

  Customer Answer

  Date: 10/27/2022

   
  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:10/13/2022

  Type:Order 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.

  We registered our daughter with Top Driver to help fulfill her requirements for the State of ** as it pertains to Driver's *** I purchased the *** Gold Teen package which includes 8 hours of in-car driving (6 are required and there are two extras because I wanted to ensure that my daughter was set up for success). What I did not realize is that Top Driver is not equipped to provide in-car lessons to all of its customers. Reserving these lessons is near impossible. You can go into the site on the second Wednesday of the month at noon (CDT) to schedule 2 lessons per month (2 months out), not on the same day, and 15 days apart (not sure why these restrictions apply other than they are trying to control their volumes because of them being ill-equipped to handle their volume). I log in each time at exactly 12:00pm and before 12:00pm all available appointments are gone. For Nov. I was only able to get one hour scheduled b/c of the same day restriction. 11/9 continued to show available at two locations (as I search all available locations) for many weeks, but since my daughter was already signed up for that day, I could not get an additional hour. Where this gets sticky and where I am requesting the Secretary of ************** to investigate, is that the State of ******** gives you only so much time and my daughter has until 11/20 to complete all of her driving hours (she has 5 now) or I will be forced to pay a ~$200 fee for an extension. Due to the inability to schedule ************************************* restrictions, I will not be able to get all my daughter's lessons scheduled within the allotted time. This seems to be awfully convenient and could potentially be a scam to get more money out of its customers. I check every day for cancellations in all locations available to me, so I am doing everything that I can but to no avail. If I had known this about Top Driver, I would have chosen another school. I want my daughter to get all of her hours and to not pay a fee

  Business Response

  Date: 10/17/2022

  When we researched this student's account it appears that she started in February and got her permit in March yet did not begin scheduling their drives until August.  She had scheduled almost all that she could on her own yet did not contact **************** with any questions or concerns so we were not aware of her issues.  Once we heard from the mom via this BBB post our **************** group was happy to extend the student's deadline and scheduled the remaining driving lessons with the mom.  Thank you.

  Customer Answer

  Date: 10/17/2022

   
  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:09/20/2022

  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 have purchased the Silver Package. He has to complete 6 in-vehicle training sessions. I have been trying to schedule these sessions since July 2022. Nothing in my area is available ever. Customer service told me they are short instructors at all locations in my area... There are at lease 10 locations I am willing to go to and NO LESSONS ARE AVAILABLE.I was told today to call daily to see if there are cancellations. It is unreasonable to expect a daily phone call. In any case, I was told if I do not scheduled by December 2022, Top Driver will charge me $150. It is poor business to sell these plans without offering the students time to attend the lessons. It is a Top Driver issue that they are short instructors. How am I responsible for $150 late fee, when there are ZERO opportunities to attend these in-vehicle lessons? When I asked if I could cancel and get a refund, I was told they would invalidate his permit and I would have to find another driving school to schedule the in-vehicle lessons. Once I do that, the permit will be re-activated. My concern is what if I cannot find another school? I purchased this plan in good faith to receive the services promised. The company is not working in good faith.

  Business Response

  Date: 09/22/2022

  The Regional Manager has been notified and has reached out to the parent to discuss scheduling the final lessons and program completion.  Thank you.

• Initial Complaint

  Date:08/24/2022

  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 "Gold" plan for my son starting in January 2022. We completed the coursework and we were able to schedule six of the ten drives I purchased with my son texting his instructor. However, his instructor stopped responding to texts and we are not able to get the last drives scheduled. Top Driver clearly has sold parents courses that they are unable to support. At this point, I just want my son to get his drives finished so we can be done. Top Driver requires eight hours total and at this point my son will not complete his coursework on time. I want to warn other parents to avoid this business at all costs. Go through the school or a different company.

  Business Response

  Date: 08/25/2022

  Per the Regional Manager all the student's drives have been scheduled.  He reached out to the parent yesterday and hand scheduled the remaining drives.  The process is for the students/parents to schedule all their drives either online via their student portal (Top Driver Signals) by calling our ********************** so I am not sure why they were relying on the instructor to do so.  We will ensure that this instructor makes the scheduling process clear for future students.  Thank you.

  Customer Answer

  Date: 08/26/2022

   
  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:08/10/2022

  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.

  Services have been purchased for driving class and in vehicle lessons. Top Driver is unable to deliver on services sold...yet they continue to sell what they do not have the ability to deliver on. Their technology is not able to reconcile their lack of driving sessions with completion deadlines and they are taking no action to resolve this. In fact, they exacerbate the issue by continuing to take customers while not fulfilling the demand they've already taken money for.

  Business Response

  Date: 08/12/2022

  This student started our program with an online Webcast in June 2021.  He received his permit on 11/9/21 yet did not attempt to schedule any behind the wheel lessons until May 26, 2022.  The student did not complete his program within 9 months so we extended their completion deadline at no charge - the new deadline is August 31, 2022 which is why the parent is now concerned.  The student has completed only 3 drives, he was a "no show" on 1 and has 1 confirmed.  This leaves 2 remaining lessons to schedule.  The Regional Manager called the parent two days ago yet has not received a return call as of this morning. As a courtesy he will attempt to get this student's remaining lessons scheduled as soon as he can.  In addition the student has not provided the required Grade Verification Form which is needed before he can get his driver's license.  This can be found in the initial Welcome Email as well as on our Signals portal.  Thank you.

• Initial Complaint

  Date:08/10/2022

  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.

  We signed our son ****** up for driving lessons and have not been able to book the in car driving hours on a reasonable basis. We were told he would get 2 hours per month but this company way oversold their capacity and it is nearly impossible to schedule driving hours. We could only book 1 in September because there were no openings and as I write this the website is crashing and refusing to let us book anything in October. This is unacceptable. Our son getting one instruction hour every 2 months is not an effective way to learn.

  Business Response

  Date: 08/12/2022

  This student just began their class in June 2022 and is clearly on track to complete their behind the wheel lessons well within the 9 month timeframe.  The parent jumped rather quickly the other day when he stated he could not schedule any lessons in October - he did indeed schedule 2 as is noted in the attachment.  No further action is necessary - the student/parent can continue to schedule lessons monthly as suggested.

• Initial Complaint

  Date:07/28/2022

  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 had paid 525 dollars for the top driver course for August 4. However, when you go on the website it says that they have adult classes and later the next day my payment was declined cause of I'm adult which I aint understand. So I ended up calling them to discuss the situation and they said they dont take adults and only teen drivers only. I was kinda upset cause I spend 525 dollars on they website for a class. They sent me a receipt issuing my money would get sent back on my account the exact same day and it never happened so; therefore ended up calling my bank to tell them about the current problem and they issues me to get a dispute and return my 525 to my account the next day. However I go in my account today and top driver has taken my money I work hard for back out of my account, I end up calling them asking why did they do that when I clearly didnt take a class yet and sign up for one and you guys declined it I should be issue my refund without further explanation and the young man says when we did revert the payment back to your account on July 8 which is a lie. I have the prove and evidence on my phone and everything. Feel like they scam people out of their money and I need my 525 dollars back asap. They manager seems not want to help or get on the phone with me about the problem she had the young man to do it and he obviously didnt know what he was talking about clearly. I wouldnt recommend this at all. I was referred to apply here to get my driver licenses never again.

  Business Response

  Date: 07/29/2022

  The student enrolled in a teen program on 7-7-22 via online registration. **************** noticed that the student's date of birth was 8-30-2000 (she is 21 years of age) and notified the **************** Manager who processed a refund immediately which was issued on 7-11-22.  We also called the student on 7-7-22 to notify them a refund would be issued as they enrolled in a teen program and were not eligible.  We are happy to provide the Authorize.net transaction number for the refund:  43508110494.  **************** called the student again today to clarify the refund and that she enrolled in a teen program.