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:11/03/2022

  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.

  My foster daughter, ***************************, took her first driving lesson on 10/16/22. At the end of the lesson, the driver brought her back to our house. We mentioned that the following week, ******** did not have a ride to her lesson meeting place (********’s). The driver offered to pick her up from our house. During the discussion with my husband and ********, the driver even said, “I’ll just pick you up from here from now on. There’s no reason for you to meet at ********’s when there’s good driving for your lessons around here.” The following weekend, on 10/23, the driver picked ******** up from and returned her to our house for her lesson. On 10/30, ******** was waiting for the driver. He called at 9:57am for the 10:00 lesson and said he would be there soon. He never arrived to the house. Apparently he went to the ********’s even though he said he’d pick her up at the house from now on. However, after reviewing phone records which can be furnished upon request, it is shown that the driver never once called Angelina to see where she was. Had ******** been called, she could have gotten a ride to meet for her lesson. Instead, the driver waited around a little then left. On Monday, 10/31, someone named Crystal called me asking why ******** never showed up. I explained the situation and Crystal responded that she would look into it and someone would be in touch, because that’s against their policy. On Thursday, 11/3, Crystal called and said the driver said he never offered to pick up ********. She stated had the driver’s call records showing he called ******** multiple times which, if he did call, it must have been the wrong number because our phone company shows no incoming calls after the 9:57am call. Crystal explained we are now responsible for a $100 fee and ******** cannot finish her lessons until that is paid. The lessons were already paid for in full and it’s ludicrous that a child now has to pay $100 due to a miscommunication with THEIR driver. 

  Business Response

  Date: 12/08/2022

  Good afternoon. My name is Chrystal ** *. P*****, Operations Manager for the John’s Family of Companies, including John’s Driving School. I am writing in regards to Complaint ID *******; ***** *****.

      Please review my response and the attached supporting documents which include ******** *****’s Registration Certificate and emailed appointment reminders.

   

      Please confirm receipt of this email and if any additional information is required.

   

  Thank you,

  Chrystal ***. P*****

  Operations Manager

  Email:  ********@********.com

  Phone:  ###-###-#### | ###-###-####

  Customer Answer

  Date: 12/08/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:

  Phone carrier records provided by **** (attached) show that no call was received by ******** after the first call letting ******** know the driver was in his way on 10/30. ******** answered that call and spoke to the instructor, signaling she was awaiting his arrival and prepared for her lesson. Had she received another call from the instructor confirming his arrival, we could have identified the obvious miscommunication and driven ******** a short distance down the road to the ********’s so she could complete her lesson.

  In addition, the company is essentially calling both my husband and my daughter a liar because they are adamant that the driver stated during conversation at the first lesson that he would just pick up ******** at the house for the remaining driving lessons. Instead of recognizing that there were errors/miscommunications on their driver’s part, they place full blame on the student who was ready and waiting to complete her driving lesson.

  Regards,
  
  
  
  ***** *****