Complaints

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• Initial Complaint

  Date:11/12/2024

  Type:Delivery 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 purchased one of the summer driving class with one-on-one instructor sessions for my son the last week of July. They were supposed to call within a few weeks to schedule those sessions…it’s now 3.5 months later and no one will return our calls. I got ahold of a lady last week that admitted they were still taking the $400-500 from new students / customers but could give me no dates for my son to get his driving sessions in. I told her to refund me and we’d go elsewhere as my son will be graduating soon. She promptly told me there were no refunds. I told her we needed to be contacted by last Friday to schedule some dates and once again no one made contact. They have not fulfilled the services we paid for and are offering no assistance. We want our money back. We paid a $50 deposit and another $423 in his first day of class.

  

  Business Response

  Date: 11/27/2024

  Lance ******** ********* ***********
  I would like to answer the complaint and clarify a few
  things. I will also attach a copy of the contract terms that they received.
  Lance and Scott enrolled their son Michael in the 36-hour
  Drivers Education Class that started July 29th, 2024. The 29th was the first class and at the beginning we ask the parents to stay for the
  first part so we can do short orientation about the classroom and driving. It
  is during this time we explain that according to State of Tennessee rules the
  student must complete all of the classroom portion before we are allowed to do
  the driving portion. We also explain that the driving could take up to 8 weeks
  or more to schedule the driving as stated in Section 5, (see Attached) of the
  contract that they signed and received a copy of. Michael completed the classroom
  portion August 2nd, 2024. We never stated, “that we would call in a
  few weeks”.
   Section 5
  Students must complete the classroom requirements prior
  to the driving sessions and are scheduled for driving appointments in the same
  order that they finish the classroom work**. A Certificate of Completion is
  given at the end of the last driving session as is the Skills Test. Lessons are
  scheduled by the driving instructor directly with the parent(s). We pick up and
  return students as arranged with the parent as long as the student is within
  the Greater Knox or Blount County Areas. Driving lessons are not given in
  inclement weather. If the roads are wet ONE HOUR prior to any scheduled lesson,
  the lesson is automatically canceled and will be rescheduled to the first
  available opening. Students are driven afterschool, on Saturday’s and on any
  school holiday. Driving Instructors drive all days except Sunday during the
  summer vacation period. Students
  who complete the classroom time in late July/early August may have a wait to
  drive of up to 8 weeks or more depending on how many students are ahead of them
  in line. There is no way to avoid the fact that public school students are
  required to be at school so avoid the rush and get started and finished as
  early as possible.
  We don’t like being backed up on driving but there a few
  things that were not necessarily in our control. We had an instructor that was
  not calling students assigned to her to schedule their driving. In turn these
  students had to be reassigned and driven. This put us behind with these
  students. Which effected the driving line. Shortly after this we had an
  instructor who had a medical procedure that required him to be out and did not
  get released to work until November 11th, 2024. The question is why
  not hire instructors to replace the fired person and to help while the other
  instructor is out on medical leave. We would have loved to be able to do this
  and most businesses would have, however since we are regulated by the State of Tennessee,
  we cannot just hire someone. We have to submit the application and State of
  Tennessee vets and approves any new instructors. All driving schools were
  informed in late August that the department that does this this processing
  would not accept and would not be processing any new instructor applications
  until after sometime in middle of January 2025. These are not presented as any
  sort of excuse; this is just what we have been trying to work through.
  Lance said in the complaint that, “no one would return his
  calls”. We always try to make sure to return all calls. Lawana that answers the
  phone, says she was unaware of any calls that went unanswered from this family.
  Lawana told me about Lance calling and I called to get Michael scheduled. I
  called Lance and Scott’s cellphones on the 18th around 2pm eastern, to
  set some driving this week for Michael. I didn’t receive a return call. I
  received the complaint after I called. I assume that is why they didn’t return
  the calls. We are still willing to complete the driving. 

  

  Business Response

  Date: 12/16/2024

  I am sorry we didn't get back to you as soon as you required. We are able to schedule and complete all of the driving over winter break, based on your sons availability. Please reach out to my cell 865-446-0556 as Lawana is not at the school and will not be answering calls. 

  Customer Answer

  Date: 12/19/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 2*******, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Lance ********