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:05/23/2024

  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.

  I took their road test as a student. The faculty conduct several concerns that *** not be appropriate:1. inappropriate business information: There is no available office for their services, just a lounge in a building. 2. Oral assault: The faculties conduct disrespectfully such as by calling me "silly". And using unencouraging sentences to tell me not to do my road test well.3. Inappropriate service: I book a road test + 30-minute warm-up. Which didn't satisfy 30 mintues warm-up, only 15 mintues for the session.

  Business Response

  Date: 05/25/2024

  Hello *****************,
  
  Based on the information you provided, we've thoroughly reviewed the details surrounding your recent experience with our service 30 min Warm Up + WA Driving Test | Chinese on Saturday, May 11, 2024, at 5 p.m.
  
  Regarding your statement of the problem:
  
  1.? ?Our address (**************************************************) is accurately registered on the *** website and is easily accessible on ************** Maps, Yelp, our website, and other platforms. We respectfully ask our students to wait in the lobby instead of Suite #*** simply because our instructors are often on the road with students, and our office (Suite #***) is typically locked after office hours and when instructors and examiners are on the road with students. Asking students to wait in the lobby helps us maintain efficiency. Although you are welcome to visit Suite #***, you will likely be directed to the lobby by our receptionist for these reasons.
  
  2.? ?We want to reassure you that professionalism and respect are fundamental principles within our organization. It is not our standard practice to use disrespectful language or address students in a derogatory manner. We take such matters seriously, and your feedback is deeply concerning as it is the first such issue reported to us. 
  
  We understand that misunderstandings can occur, especially when the seriousness of our staff members may be misinterpreted as discouragement. Please note that all our services strictly adhere to ********** of ********* (***) regulations. During road tests, our examiners are prohibited from providing feedback or comments. Our top priority is to ensure the safety and satisfaction of our students, and we approach all our services with the utmost seriousness and responsibility.
  
  3.? ?Following a comprehensive investigation into your complaints, we've established the following facts:
  ?  ?You arrived 5+ minutes late to the booked session.
  ?  ?You failed to bring the necessary documentation required for the booked session. The required documentation is clearly listed on our website, your confirmation email, and your reminder email. Furthermore, when you filled out our booking form, you acknowledged our policy, which includes the requirement for applicants to carry a valid WA permit or driver's license for driving lessons and test appointments. Failure to provide a valid document on the day of the appointment renders the appointment non-refundable.
  ?  ?Due to your lack of the necessary documentation, specifically a valid WA instruction permit, for the service "30 min Warm Up + WA Driving Test | Chinese," you spent approximately 15 minutes out of your allocated 30-minute warm-up session applying for your instruction permit on the *** website.
  ?  ?Our examiner offered to switch the service from "30 min Warm Up + WA Driving Test" to "WA Driving Test" only, for which our examiner could provide a temporary authorized license for the driving test only. However, you insisted on continuing with the process of applying for your instruction permit on the *** website during the "30 min Warm Up" period. 
  
  In conclusion, despite the challenges encountered during the scheduled session, we exercised courtesy and flexibility in accommodating your circumstances. While policy dictates that sessions without the required documentation are subject to cancellation without refund, we chose to proceed with the session to ensure your needs were met to the best of our ability. Despite the deviation from the initially intended service, we fulfilled our commitment by providing the scheduled session and offering alternative solutions to address the unforeseen circumstances. Therefore, based on the fulfillment of the service and our efforts to accommodate the situation, we regret to inform you that a refund cannot be granted in this instance.
  
  We appreciate your feedback and take your concerns seriously. Please let us know if there is anything else we can do to address the issues you've raised. We value your satisfaction and are committed to providing a positive experience for all our clients.

  Sincerely,
  *******************
  President
  International Drivers Academy

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21743313
  
  I am rejecting this response because:
  1. I am personally in possession of the accompanying person's certificate as well as physical evidence to prove that I arrived at the test appointment at the time indicated. On the other hand, the service provider did't start the service but still talking with non-related individuals. Overall, the officer starts the time at 5:12 but ends the service at 5:32. It doesn't satisfied the service time "30-minutes warm up." 

  2.I personally still confused by offensive language and words from professional instructor. Base on the reply, the instructor seems to be a blanket avoidance of discussing this incident. Which shows a negative altitude reflect by the company's officers.

  As a resident of the State of **********, I believe my rights have been violated under both federal and state laws.
  The specific incident involved  By calling customer "silly" and other negative comment during service.
  Legal References:
  Title VII of the Civil Rights Act of 1964: This federal law prohibits discrimination and harassment based on race, color, religion, ***, or national origin. The comments made by International Driving Academy are discriminatory and violate the principles of this law.
  Washington Law Against Discrimination (RCW *****): This state law prohibits discrimination in public accommodations, which includes businesses like driving schools. The offensive comments made to me are a violation of this law as they pertain to possible ethic and gender discrimination. 
  Consumer Protection Act (RCW *****): The comments from International Driving Academy constitute unfair and deceptive practices, which are prohibited under this act.

  
  I request the BBB to investigate this matter and take appropriate action to ensure that International Driving Academy is held accountable for their offensive conduct. I also seek assurance that no other customers will be subjected to such treatment in the future. For better customer protection, I have prepared necessarily to  submit it to the conservation authorities.
  
  Thank you for your attention to this matter. I look forward to your prompt response and resolution. 

  Sincerely,
  *******************
   

  Customer Answer

  Date: 06/03/2024

  Dear Better Business Bureau Officer,

  Thank you for your replying, here is my first and last name. If there are any other files or information required. Please don't hesitate to contact me. 

  *******************.