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:05/21/2024

  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.

  After several conversations with Excel Driving School. I decided to purchase lessons for my then 17-year-old son for Christmas. After expressing my concerns and needs ( multiple times). I then paid for the service in full with no start date secured. After receiving a call months after reminding me of the service I purchased. I was only then at that moment, told that my son was enrolled in a class. I had no prior awareness of this, and no phone calls, emails, or communication at all was provided by the company. After several attempts to resolve and then being faced with a rude and disrespectful employee ( ******). Who exhibited no professional interest in resolving concerns at least providing the service that was in full. And hanging the phone up after asking for the manager's name and phone number ( with no resolution. I in no way as a mother of a BLACK son trust that if a service or resolution is provided he will be safe in an environment of such aggressive behavior. I have made multiple attempts to resolve this issue and am now requesting out side assistance.

  Business Response

  Date: 05/25/2024

  Excel Driving School takes all concerns seriously and is committed to delivering clear and comprehensive responses to ensure transparency and customer satisfaction. Therefore, please find below a detailed review of the registration process related to this complaint.Summary of Events:

  Initial Contact and Enrollment:

  - On December 22, 2023, ****************** contacted our office three times to inquire about drivers education classes and behind-the-wheel lessons.
  - After reviewing our program, ****************** selected the PH010724 class, scheduled to begin on January 7, 2024, and end on April 28, 2024, from 11 am to 1 pm.  This class was selected because ***************** felt Sunday classes would work better for her son's schedule rather than attending a two day a week program.
  - Upon enrollment, she was sent account information, including login details for her son's account. It should be noted that our registration system does not allow enrollment without selecting a course, and a receipt was immediately emailed to her confirming the purchase.

  Communication:

  -A reminder email with the course start date and time was sent on January 4, 2024. We have verified that none of our emails, including the initial receipt and reminder, were returned as undeliverable.

  Follow-Up and Attempts to Resolve:

  - On April 30, 2024, we contacted ****************** to discuss her son's account and inform her that a new class selection was needed as he had not met the State requirements for attendance.
  - On May 21, 2024, ****************** returned our call and discussed her sons situation, indicating it was not a priority for him to attend the initial class and inquired about current class options. She also mentioned that her son is now 18, which classifies him as an adult under Illinois state regulations for driver's education.

  Customer Service Interaction:

  - Our customer service representative (CSR) provided information about the requirements for adult driving education, including the need for her son to take the State-required 6-hour ****************** course and obtain a valid permit from the DMV.
  - ****************** expressed concerns about not receiving prior communication and questioned her class enrollment. Our CSR verified that emails had been sent and no undeliverable messages were recorded.
  - Despite our efforts to clarify and assist, ****************** remained dissatisfied and requested immediate answers. Our CSR escalated her concerns to a manager for further resolution.

  Manager's Response:

  - On May 23, 2024, a manager contacted ****************** and left a voicemail with a direct cell number for further assistance. Unfortunately, we have not received a response to this outreach.

  Clarification and Assurance:

  - After a thorough review of our records and communication logs, we have confirmed that:
  - ****************** was duly informed about her son's enrollment and provided with the necessary login information.
  - All emails, including reminders and confirmations, were sent and not returned as undeliverable.
  - Our staff made multiple attempts to resolve her concerns and provide guidance on the next steps.  Based on these findings, we believe that Excel Driving School has fulfilled its responsibilities and communicated effectively with ******************. We regret any inconvenience she may have experienced and remain committed to assisting her son with his driving education.

  Final Resolution:

  - Should ****************** choose to continue with our services, we are prepared to assist her son in enrolling in the appropriate course and ensure clear communication and support. Alternatively, if she prefers, we can discuss other options to resolve her concerns.

• Initial Complaint

  Date:08/29/2022

  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.

  Company given full payment of $545 for both classroom and behind-the-wheel training but they did not deliver the behind-the-wheel portion. I have been calling them for 3 months with no response. I want my refund

  Business Response

  Date: 09/12/2022

  We have been in contact with ************** and have scheduled all of her son's behind the wheel drives and I have attached all the correspondence indicating so for your review. Additionally as of this writing ****** has already completed two of the seven drives purchased and he is scheduled to complete his program on September 29, 2022.
  
  
  It should be noted that ************* also informed me she would be withdrawing her complaint with the BBB as her concerns were satisfactorily addressed and resolved. Therefore, we respectfully request that this complaint be removed and noted with no negative remarks.
  
  
  Should you require any additional information please do not hesitate to contact me directly as I am confident we have addressed our obligations to ***************
  
  
  Thank you for our attention to this matter,
  
  
  *************************
  Managing Director

  Customer Answer

  Date: 09/20/2022

   
  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,
  
  ***********************