Complaints

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• Initial Complaint

  Date:07/06/2024

  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.

  On 7/6/24 at 9am I registered as a walk-in student for Adult Remedial driving class. I paid the full cost of $110, required in cash. I asked Regina, the owner, for more details about the contract before I signed. She was defensive and stated I was "challenging" her. I paid careful attention, took notes, and asked relevant questions. to her instruction, which was of high quality, to be fair. When I asked Regina how many questions were on the exam so I could estimate the ratio of how many questions I could afford to miss and still pass the test, she said "Why, are you a mathematician?" Around 11:30a Regina went to her office to look up our BMV 2-year driving records. Earlier she'd emphasized the importance of knowing our accurate point total, because if we went to the BMV with the wrong point total, we would have to pay another $110 to Regina for the new certificate. But Regina said she couldn't look up our records because "maybe" the BMV system was down. She said she would write in on my certificate I was taking the course for a 2 point credit "based just on what you tell me." She said she "hoped" it would work and it would "probably be ok." I asked if this had ever happened before and if so was it successful? I pressed her for a straight answer since I had to ensure I received the services I paid for and the certificate. Regina became agitated, talking fast in a raised voice, blocking my face with her hand to prevent me from responding, pointing at me from across the room. After several minutes she finally said "You know what? I'm going to give your $110 back. You can leave." She said I needed to act like an "adult" and be "professional." Twice she yelled from across the room, "I know why Rick ***** said what he said about you." (I have no idea who Rick ***** is). She refused to give me a business card. She only refunded me $60, and when I asked for a receipt, she returned with a post-it note that said "Very antagonistic in classroom, asked to leave." Hostile

  Business Response

  Date: 07/16/2024

  Regina ******, New Beginnings Driving School

  On said date of this complaint, I welcomed Ms. ***** into the classroom for instruction.  The cost of the class was $110.  During the class instruction, I informed participants about the process for the class the objectives, and that they would receive a certificate at the end of class.  I also explained to the class that their reason for being in the class, rather it was court ordered, 2-point credit or 12-point suspension would be listed on their certificate as they presented on the registration form.  As an added incentive, I informed the class, if I am able to retrieve their unofficial driving record that I would give to them so that they have something to reference when talking to the BMV.  I stressed that it was not a requirement, it was something that I did to assist in their process and help with accuracy, and if I wasn't able to secure that information, their reason for attending would be put on the certificate and if it was wrong and the certificate needed correcting and then duplicated, there is a $20 fee.  During the class, Ms. ***** monopolized the class with interrogation like behavior towards this instructor, had long recalls about her firing at her former place of employment and would often say, "let me shut up, I'm talking too much".   During the break, I attempted several times to access the BMV website to obtain the unofficial driving records but to no avail, their system was down.  Finally, after multiple attempts, I informed the group that what they initially reported on their registration form would go on the certificate.  Ms. ***** then began literally arguing with this instructor, making accusing statements like, "so if my certificate is wrong then I'm going to have to pay YOU all over again?" I informed her that that was not the case but that me trying to obtain her unofficial record was a courtesy not a requirement.  She went on and on to tell me that she was going to give me negative reviews, etc. She was antagonizing, argumentative, rude, disrespectful and it was very disruptive to the class.  I informed her that I wanted her to leave and that I would give her half her money back because we had literally completed 3 1/2 hours of class instruction.  Our policy states there are no refunds when class has started.  As a courtesy still, I gave her a partial refund when I didn't have to.  In the years that I have been instructing this class, I have never encountered such behavior and disrespect.  There's nothing more for me to say about Ms. *****.