Complaints

This profile includes complaints for 911 Driving School's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

911 Driving School has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  911 Driving School

  19585 State Route 410 E Bonney Lake, WA 98391-5200

• 

  911 Driving School

  PO Box 8096 Bonney Lake, WA 98391-0893

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:08/22/2022

  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.

  On April 15, 2022 i purchased a basic driving training class for my son through ***************** 911 Driving School. The purchase price was $625.00 and the course was to run from 6/20 - 7/20. Course included 3 nightly video calls each week plus 5 in person driving instructions. It's now a month beyond when the course finished and they are unable to get my son scheduled for the remaining 3 drives so that he can fully complete the course and take his ******** driving test. Every week I call the school to see if they have gotten more instructors to support the amount of driving lessons they are selling. They say they are working on it, but when i did a review online, it appears this has been a problem for years. If that is the case, then they are scamming the public, which is pretty horrific for a company that is Police owned/advertised.

  Business Response

  Date: 08/25/2022

  We understand the customers frustration and we are doing all we can to hire additional instructors.  We have hired 11 instructors this year, 7 failed to sufficiently complete initial training.  One was recently licensed as an instructor, 2 are ready to take their instructor tests and are waiting for their DOL appointments.  The last one is a new full time instructor who is still in training.  We stopped taking any new enrollments in August and we are doing our best to get caught up.  We continuously advertise and interview for new instructors, however the pool of applicants is slim, and many of those who do apply aren't qualified.

  This complaint is from a relatively new customer, whose child completed the classroom portion of training just a month ago.  It is not unreasonable for the process to take 3 or more months, and DOL actually gives a much longer window of time to complete the course than that.  Summer is a busy time in the drivers' education industry, and the shortage of workers after COVID has made it even more challenging.

  We are hiring and training instructors as fast as possible, we have limited new enrollments and we have asked current instructors to put in as many additional hours as possible.  I will ask the office staff to attempt to reach out to the complainant and find drive times that will work for them.

   

   

  Customer Answer

  Date: 08/26/2022

   
  Complaint: 17753475
  
  I am rejecting this response because:

  I called the school on Wednesday (8/24) to try to get my son into a drive. Once again, no spots available. I asked to speak to the manager or owner and she informed me that "*****" was not available but would call me back.  It's Friday, no word from ***** and no one has reached out to me to schedule the rest of my son's drive as their initial reply indicates.
  

  The receptionist did tell me they had cancelled August class, however, they should cancel all future classes until they can burn off their backlog. They should only be selling as many seats as they can get kids through all five of their drives during the course.  I had him take it over the summer so that it wouldn't be a conflict when school started and now he will have to work this into school, homework and after school activities.  They should have advertised they had a driver shortage to potential customers so that customers could decide whether they wanted to wait six months for their child to officially complete the course and take their test.  The driving portion should be done at the time they are taking the training material.  

  Had I known I could not get the drives in during the course, I would have gone with the other driving course in *****************.  I know 2 individuals who completed their courses within the last six months and they were able to schedule all their drives within 2 weeks of finishing their 6 week class.

  I'm not sure how relevant COVID is, I've looked at Yelp and apparently staffing has been a problem before COVID.  They continue to sell a product they cannot support. I see from Yelp there are a number of other frustrated parents. 

  The remedy I would like is for them to stop giving online classes (their money maker) and process their backlog immediately for these poor kids who thought they'd be able to get this completed over summer when they had reduced conflicts. 

   

  Thank you,

  
  ******
  

   

   

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