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Business Profile

Motorcycle Driving School

Total Rider LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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  • Initial Complaint

    Date:04/13/2023

    Type:Product 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:
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    I attended a school in Buda the weekend of April 1-2 to get safety training. During my two days of training, and especially on the last day, hours were cut down because the instructor needed to leave. Also according to the state curriculum these areas were not covered during the course and were skipped over. State Objectives 4.5-4.5.5. 4.7-4.8. I did not receive a full safety education from this school and paid for hours of practice that I did not receive. On top of this when I broached this subject with the operations team they ignored my complaints and said that they do not operate refunds for anyone not passing the course. I tried to explain to them my refund was for paying for hours that I did not receive and for not covering all curricula as outlined by the state. I never heard back.

    Business Response

    Date: 04/14/2023

    Re: Customer Complaint, *******************, Booking # 150303277891037, Did Not Pass Skills Test
    MSF Class: Basic Rider Course (BRC), ****, **, Saturday, April 1, 2023 7:00 AM

    Below is an actual recording of student performance and communications with customer, as provided by both customer's MSF instructor and ********************'s operations manager.

    If customer continues to persist with said allegations, Total Rider encourages customer to file a complaint with the ***** ********** of ********* & Regulation as per our contract with TDLR states. *************************************

    ###

    4/3/23 - MSF Instructor's Report
    ***************************, Apr 3, 12:39?PM (11 days ago)

    I did NOT finish so we could leave early, I had nothing to get to. 
    The students ALL completed each exercise successfully and therefore were able to move on. **** and two other students were new riders and I made sure that each of them were competent at completing each exercise. I gave her extra tips to try to help her be successful. There is NO set time for the Test so I didn't push anything up. Exc 14 is the practice before the ST and she was able to satisfactorily complete that exc. Practicing that longer would not have been helpful and usually just wears students out.
    As previously stated... 
    ST 1- she stopped ON the box and stalled. Stopping on the line is a matter of following directions.
    ST 2- **** had U turns down in previous exercises. More practice on this was not necessary.
    ST 4- She did the swerve during the ST, so I know she was able to do it. 

    **** failed the test that had nothing to do with changing lanes. Safety is the discussion throughout the entire curriculum. Reiterating... **** was competent enough through each exercise to be able to move on to the next level, so she did. Failing the ST had nothing to do with finishing early.

    4/13/23 - Received from TR Ops Mgr
    The student failed the skills test (ST), resulting in automatic failure of class. Her account about the instructor is inaccurate. Services were in fact rendered. (She claims services were not rendered, stating that the instructor had to leave, which is not true.) The instructor stayed late the first day & provided extra training and concluded at 11:45 on Sunday. I explained that training timeframes are approximate, not exact. The instructor concluded that any additional time given to this particular student would not have made a difference in the success of her passing the course. There were six other students in the class who successfully passed.


    4/3/23 - Email from TR Ops Mgr to customer
    Good afternoon ****,
    Again, I would like to emphasize that our end time is approximate not exact.
    There is no set time for the skills test. When all students complete each exercise successfully they are able to move on. Your instructor stated that you were successful with some additional tips each time. Coach ****** stayed the entire time frame(additional time) on Saturday to give all students more time to practice.  Coach ****** dismissed the class after 1 pm. Again, we have increased these time frames as I have stated earlier by an additional 30 minutes each day for incidents/paperwork.
    Based on exercise 12 the sole objective is to use turning signals. The skills test does not use turning signals at all and ex 12 is not a reason why you failed the test. The practice time is the entire course before the test. There is not an exercise to allow for additional practice that is how the curriculum is designed. Additional time that was given already would not have made a difference in your performance on the test.
    Best,
    Operations, Total Rider


    4/3/23 - Email from TR Ops Mgr to customer
    Good afternoon ****,
    I am sorry to hear that you failed the Skills Test. Unfortunately, if you failed the Skills Test it is an automatic failure of the entire course and we do not offer refunds for failing the final test.
    Course end times are approximate not exact. We actually increased that time frame for instructors starting April 1st for incidents (motorcycle falls, crashes etc..) and paperwork as that has been causing end times to go over the listed time on the website. Fortunately, your class did not have any incidents that would have consumed more time.
    I am unwilling to deviate from the stated policy since Total Rider rendered services. Especially since you used the eCourse code we paid for and you attended both riding days of the range.  The instructor completed the entire curriculum as required. For all of these reasons, no refund will be given as your tuition was spent already.
    Please accept that motorcycling is a challenging endeavor that requires a certain level of skill and ability, that its not cut out for everyone, and that not everyone is guaranteed to pass the course.
    Best,
    Operations, Total Rider  


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