Complaints

This profile includes complaints for Nashoba Valley Auto School's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Nashoba Valley Auto School

  2 Park Dr Westford, MA 01886-3558

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  Nashoba Valley Auto School

  40 Vinal Sq N Chelmsford, MA 01863-1374

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:10/17/2023

  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 up with Massachusetts Auto school for my 16 year old son, for virtual ******s for the written test, driving ******s and use of their vehicle for the driving test. When we signed up for the driving ******s, they had hours in the afternoon and in the evenings. Without notice, during the summer they no longer had late afternoon hours (after 4pm) and no evening hours. I explained to them that my son worked full time and could not do a driving ****** during the day. They could not accommodate him even though their hours had changed and they did not give me any notice that this would happen. I asked if he could do the ******s on a Saturday, but most of ************************* were booked. We agreed to schedule 4 ******s in September, even though I told them that I did not know my son's schedule since he is on the high school soccer team. We ended up having to reschedule those ******s since he had games on those days. So they blamed this on me even though we never should have had to have him do the 4 ******s in September. He should've had all summer to complete those ******s. Now one week before his last ******, I get a check refund for the driving test. They said that it's better if he do it elsewhere. We have no idea where to go to take the test. You need a car with a handbreak in the middle which we do not have. Plus we would like him to go with his instructor. They are ignoring my texts and apparently are refusing to take him to his driving test. We want them to complete their contract with us and take him to his test. I was already so mad that they obviously take on too many customers for their one driving instructor, but the fact that they are refusing to complete the contractual obligations is unprofessional and quite frankly distressing, as my son will already be delayed in getting his licence since we could finish the driving ******s in a timely manner due to their severely shortened summer hours. Please advise.

  Business Response

  Date: 10/18/2023

  In regards to this complaint,
  I personally spoke with *********************** on numerous occasions regarding Massachusetts Auto School policies and scheduling.  Procedures and policies are clearly laid out and agreed upon in writing when each and every new student enrolls with Massachusetts Auto School.  She had issues regarding scheduling with her previous child here as well.  So, she was more than aware how things worked with the **************** Program.  If she was so unsatisfied, why did she return for our services a second time?  Before her current student began the driving portion of the training, *********************** was WELL AWARE of the scheduling availability in the summer months and into the school year.  Each and every student of ours has different schedules, and for the past 20 years we have accommodated for everyone's unique schedule with very high success.  That is the simple reason we are still in business... customer satisfaction.  *********************** claimed she had spoken to other auto schools in her area that could better suit her son's scheduling needs. I had informed her that if she chose to switch schools (which 100% the customers choice) a full refund for services yet to be performed would be issued right away.  *********************** chose to stay with Massachusetts Auto School.  Based on the students availability with school, ******************, all of his training was scheduled in the PERFECT amount of time for him to take his driver's license test right at his point of eligibility.  At some point during this set schedule, *********************** cancelled numerous appointments based on her son's sports schedule. When sports take priority, yes it will effect the progress for any student going through the program.  These cancellations did delay her son's completion by about 3-4 weeks.  Massachusetts Auto School cancelled zero appointments. *********************** took no accountability in cancelling these lessons, and delaying her son's completion.  Since that point *********************** began contacting us so often, nearing the point of harassment. Bad mouthing our school, threatening negative online reviews, and promising to bad mouth us to all friends and colleagues. Her son is not our only student, and we do our very best make everyone happy. Sometimes, you just cannot please everyone. I had informed her that it would be in everyone's best interest when her son finished the program,he should seek his driver's license test elsewhere.  This can be done with the Registry of Motor Vehicles, or with any other auto school. Massachusetts Auto School is certainly not the only option for scheduling a road test.  *********************** was informed that a refund for the road test services would be issued.   I am sorry that she had a negative experience with our school, that is certainly not what we want.  That being said, it is nearly impossible to satisfy a customer who does not understand that their direct actions effect the outcome of a situation. If you have any question regarding this matter further, please feel free to contact me at anytime. 
  Sincerely,  
  *****************************
  Director of Operations
  Massachusetts Auto School LLC