Complaints

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• Initial Complaint

  Date:01/27/2025

  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 Saturday, January 11th, my son arrived at 9:55 for his 10am driving appointment. We were informed that his temporary license was expired by a few days. He remained there while I went home and checked the mail. His license was in the mail, I had returned to the business by 10:06. They knew I was coming back with his current license. They canceled his ********************** appointment and applied a $50 fee. Drives average ***** minutes, so this would not have impacted the next driving appointment. Also, because he was there, they could have gone over driving precheck, route, goals and expectations of the day's drive. They didn't. The owner simply canceled to "teach him a lesson". This fee was unfairly administered as he was there. They could have gone over pre-driving checks and expectations, but the owner (talked to her directly) chose not to. She wanted to teach him responsibility and charge $50. I am asking for the business to waive or reimburse the $50 fee.

  Business Response

  Date: 01/28/2025

  This response addresses the complaint about the cancellation of a H333**139363433383735H appointment and charging a $50 fee due to the students lack of preparation, specifically the lack of having a valid permit.
  

  The student was scheduled for a H333**139363433383735H appointment at 10:00 am. The student arrived 5 minutes early, but upon check-in, it was discovered that the student's temporary permit had expired 2 days after their previous drive and 6 days before the current appointment. The student informed the staff that the parent was retrieving the hard copy permit from home. The student was given 5 minutes to produce the permit, but the appointment was canceled after the time lapsed,resulting in a $50.00 fee being added to the student's account.

  After the cancellation, the parent requested an exception to the policy. The request was denied based on the need to adhere to the H3**43731363036303532H's established policies and the importance of all students arriving prepared.

  H3**133383**63**03031H appointments are scheduled in hour-long slots. This includes time for student check-in, the completion of H333**139363433383735H components, and a drive debrief. Exceptions cannot be made without compromising the schedule and expectations for all students.
  

  Under WAC **********, H333**139363433383735H training H3**43731363036303532Hs must provide a written policy that includes student fees. Our policy, which both the student and parent initialed,states under the subsection Additional Fees: The student account will be charged for not coming prepared to drive, i.e. not having a permit. By signing the H3**83**03738353**4H Policy page, the student and parent agreed to the terms and conditions.
  

  In addition, in student day 1 class/parent orientation, the policy information was presented during the PowerPoint presentation several times:
  Slide #9 states All student will be required to have their permits in order to do drives.
  Slide #** states Drives: $50.00 charge to account for not coming prepared to drive.
  Slide #** states Canceling a drive; Must be done at least 24 hours in advance to avoid a fee. There is a $50 fee for canceling a drive too late or being unprepared. The instructor has the right to cancel or end a drive if rules are broken.
  

  The decision to cancel the appointment and apply the fee was not made to "teach a ******* but to enforce the established policy consistently. Making exceptions would result in a slippery slope of increasingly lenient time allowances, which is not feasible. The parent and student accepted these terms upon enrolling in our program.
  

  Thank you for understanding our position and policies.