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:11/17/2022

  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.

  I had purchased a nearly $600 adult driving package. After several months being "booked up," I didn't get my first ****** till nearly a year later. My first ****** was an actual travesty with driver ****** being on his phone the entire time. Along with this, I mentioned that, as a first-time driver, I was hoping to be able to focus on the road and not be distracted with him continuously asking me questions I did not feel comfortable answering. Working in healthcare, I was getting exposed to COVID-19 nearly weekly. When I got an exposure notification from my place of employment, I was advised to stay out of contact with people. I called to pause my ******s until things calmed down. I was under impression everything was settled. When I wrote in to schedule a ******, I was told I owed cancellation fees for the ******s I had paused in advance. I spoke to someone named *** who was extremely rude and after a total of 20 phone calls, I was given the choice to pay $150 or lose on $598. I paid the fees, which was quite unethical, given the current status of the economy and the countless other bills I am responsible for. Interesting enough, as quick as they were to take my money, I was told a ****** was not available until a month and a half later. At my next ******, ****** was again preoccupied with his phone, and I felt completely uncared for and unsafe on the road. The next ****** was no better with the woman literally being on her phone not seeing that I was doing correct things, such as checking my blind spot and snapped on me multiple times. This is literally the worst experience I have ever had with a service/company. I will not be getting my last ****** or practice road test because according to ***, I should have planned that my grandmother was going to die. I want my refund/partial refund from this company and will also be reporting to the ********* DOT.

  Business Response

  Date: 11/28/2022

  We  have been in contact with her regarding her driving ******s and our cancellation policy since the very beginning. We have accommodated and made multiple exceptions for ******* but she continues to book driving ******s and cancel the day of which is against our policy. The only reason it has taken her so long to complete her driving package is her initially pausing her ******s for over 5 months, she also has a very demanding work schedule of 6 days per week with most days being 12 hour shifts. Nonetheless my team went above and beyond what was necessary  to book her driving times ( we literally had her email us her work schedule to try and find a time that would work for her )  On her last scheduled ****** she called at 9am and cancelled the day of and we informed her if we could fine another student to take her 1pm driving time we would waive the fee (considering we have already waived a no show fee in the past for her), unfortunately we did not find a student to take the time.  

  Customer Answer

  Date: 11/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Interestingly enough, they did not accommodate my schedule at all and I had to leave work early to make the ******s making me miss out on hours. I called the day of as well as the day before (day before was a Sunday and they were closed thus they are not honoring their own policy and I find it very humorous) as I was in the hospital with my grandmother who was dying. They are refusing to give me my last ****** until another $50 fee ( which is not warranted) is paid and I will continue to pursue a refund as they are not honoring the contract 
  
  Regards,
  
  *****************************