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:12/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 would like to file a complaint against Just Drive in *******, **. My high school daughter completed an online part of their driving course in a timely manner. After this, she wasn't able to participate in the driving ******s that are the second part of their offered course because they didn't have openings. This was part of the entire course that we had already fully paid for. After a long exchange with the owner through text messages, he finally signed her up for her first driving ******* This situation was repeated again the next month, because once again they did not have openings in their online system. During these two ******s, the owner/instructor had 3 students in the car (instead of only having 2 as was supposed to be), did not provide any instruction to the students, was on his phone, and had country music playing. I was never able to sign her up in the 3rd or 4th months (2 consecutive months) for her driving ******* because of the same lack of availability. I contacted him numerous times asking him to provide a ****** to her with no success. All he responded to me was that he's "very willing to provide a ******" for her. After these two months, I asked him to refund me the $360 for the last 4 ******s, that she never received. He refused. I signed her up for another driving program in the area so that she could continue her driving ******s elsewhere, where I had to pay $360 again. I contacted the owners of the franchise in *************** asking to reach out to him and asking for a refund. They contacted him, but said that he will not give me a refund. In conclusion, Just Drive Grafton owes me $360 for 4 ******s that were never provided to my daughter, due to only their fault and lack of availability. If they don't have availability they shouldn't be taking money of customers for services that they will not provide.

• Initial Complaint

  Date:02/06/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Payed Just Drive $400 the first week of Oct., 2023 it is February 6 , 2024 and have only received one ******* You can only schedule on the 20th of the month from an app that doesn't work! Numerous texts that rarely get answered and a voice mailbox that always says it's full! I need lessons scheduled and I don't know where to turn because they offer no help! Germantown location.

• Initial Complaint

  Date:12/20/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 registered my daughter for the Online Course and Behind the Wheel with Just Drive of Grafton in July 2023. She had multiple problems with the online course being locked out and having to retake portions of the course because of being timed out. The *** portion has been a nightmare. She has had her learners permit since October 2023 and has only had 1 *** course (40 minutes of driving time for her). The online portal to schedule classes is only available on the 20th of every month and opens at 7 am. Each month I have tried to get my daughter registered the portal is overloaded and I cannot get in to register her for a course. By the time I am let in all available slots are gone. Last month I texted the number regarding my issue and was provided a timeslot at the Germantown location, a 45 minute drive one way from my home. I registered with the Grafton location for the convenience of the location, but unfortunately cannot get my daughter any *** instruction. The website cannot handle the web traffic of *** registrations and they clearly do not have enough time slots to accommodate the amount of people they have registered. At this time I am requesting a refund so I can get my daughter into a *** school that actually has time slots so she can learn to drive.

• Initial Complaint

  Date:10/26/2022

  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:

  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 registered my daughter for Just Drive Grafton a while back. She easily completed the online class and we were ready to sign up for Behind the Wheel. When the registration time came we were surprised to see all the slots filled up quickly. We tried for several months, no luck. Slots would fill up within seconds. We did reach out and the ** people were helpful, but we still could not register. Us, along with several other families had decided to complete the program elsewhere.It came to my attention recently that multiple families were able to secure refunds for the Behind the Wheel portion of the class. These families will happily tell their story to you if you wish, and give their names. When I inquired about a refund I was told the reason families received one was because a driver was sick and they could not complete the class. While this might be true for some, it is not true for the families I know, and I believe there are others.My question is, why can I not receive a refund when other families did? I told the Grafton ** (and I have copied them here). We signed up for a service, and we could not access that service. How long were we supposed to wait?I followed up with what I think was the parent company and they sent a very rude response. I am looking for a $200 refund

  Business Response

  Date: 10/30/2022

  Just Drive, *** is the parent company of all the Just Drive locations. Each location is individually owned and operated. The Grafton location is owned by ********************* and that company's name is ***** *************** LLC. His email address is ************************************. 

  
  

  I did email ***** about *********************** complaint. Here is ******* response...

  
  

  "**************** contacted me 3 months after the student received temps. For a period of 10 - 15 days after the June ******** was posted and before the July calendar was available. He was placed on a waiting list for cancellations at that time. My drivers attempted to call but no answers at that line.  I had no contact from him to schedule in July or August.  Then they went elsewhere without making an attempt to  contact me after that. He then contacted me in September wanting a full refund.   I said no. 

  
  

  I need to draw the line with this at some point. I have caught everything up and could have completed the lessons with his daughter.

  
  

  He believes that because I refunded some people during when our instructor was having heart troubles and I needed to reorganize.  His leaving without really attempting to work with us is grounds not to give him a refund. 

  
  

  His leaving was his choice. When he made no attempt to rectify or communicate his situation prior to his moving he voided his refund. 

  
  

  I could have and still could complete the lessons with his daughter." (end)

  
  

  Each parent signs a contract with our driving schools. The refund policy is clearly stated on that contract. It reads...

  
  

  "JUST DRIVE will not refund any tuition or part of tuition if Just Drive is ready, willing, and able to fulfill its part of this agreement. No full or partial refund shall be given for the Online Course after the student reaches session 5 or after 15 days past the registration date (whichever comes first).

  This written agreement constitutes the entire agreement between Just Drive and the student/parent/guardian. No verbal statements or promises will be recognized." (end)

  After communicating with ********************* and *************************** I did agree with ********************* on this.and communicated that to each party. As far as the "very rude response" ****** claims he received  from me. It wasn't rude, it was just something he didn't want to hear.

  Let me know if you need anything more from me. Thanks   

       

  Customer Answer

  Date: 10/31/2022

  We used the Grafton location.   I understand that we signed an agreement, but we could not access services and other families were given a refund for the same reason Tell us why here...

  Yes, we contacted the company to begin Behind the Wheel three months after my daughter received her temps.  I am not sure why this would be applicable to the situation?  My daughter was an apprehensive teen and it took us a bit to get her comfortable with wanting to drive.  We were also in the middle of moving.

  
  

  This is the first notification I have that they attempted to call us.  What number did they call and did they leave a message?  I ask because I have no messages on my phone or my wife's.   In July and August we did attempt to register, but the spots filled up so fast we were unable to get in.  Was the process to not get in every month and to go on a  waiting list?  How many months would we have to do this before being refunded?
  

  
  

  As for others getting a refund for an instructor having heart issues, that is not my assertion.   Some may have been given refunds for this reason, but I personally know two families who had the same issues I had, and they were given refunds solely because they could not access services.  Not because of a heart issue.
  

  
  

  The line drawn should not be with customers who were wronged. The line drawn should be within their own organization, specifically customer service. We never heard from ************************, we never knew someone had heart troubles, we never knew this company was reorganizing.  All this tells me is they were a mess and that strengthens my argument that they simply dropped the ball with many families.  No one communicated any of this us, No one reached out to accommodate my daughter.  I believe very strongly that this company over books and doesn't care.  The last message I received from the company is more indicative of their general customer service.  The last line in their message states "Based on your response I doubt people actually listen to you".    This was not in response to any inappropriateness that I conveyed.  That is a very unprofessional response to a customer. 
  

  
  

  We are just one of many in our community who either left or stuck it out with the horrible service. The new company we went with - after paying the full amount again - communicated with us weekly, went above and beyond to understand our situation and what we needed. The fact alone that we felt neglected and conned, is the reason that we should should be refunded.  
  

  
  

  It seems pretty obvious that if a company offers a service, it should be relatively simple to access this service.  The person indicated in his email to the BBB that we did reach out, and were put on a  waiting list. Then later in the message they write that we "made no attempt to rectify or communicate" and that is the reason our refund is voided.   He cannot have it both ways.  We did try to rectify the situation, so by their own words we should be refunded. 
  

  
  

  I have no intentions of letting this go and will pursue all avenues.  
  

  
  

  Can you please confirm this will be added to my file?

  
  

  
  

  Business Response

  Date: 11/29/2022

  Hello ****, This is ********************* at Just Drive Grafton.  I first want to thank you for the information provided.  **************** has contacted me regarding a refund for services and he was refused for the following reasons. 

  The nature of Drivers education is a 6 month to 2 year relationship with clients where they complete online classes and then behind the wheel.  ************** was provided an outline on this service and the expectations regarding this relationship that includes a no refund policy unless we are unable to complete the student.  This also requires communication with the school that you are struggling with scheduling or having other difficulties.  **************** and or his student did not schedule drives posted on the 20^th of each month and failed to communicate a need for drives or a struggle in doing so until late May after the June schedule was posted and filled.  He kept in contact with me for a period of 10 days.  During that time my drivers had been informed of his need for drives and attempted to contact him or his student to fill in a cancelation with no response.  After that we had no communication until August when he decided to change schools.  As I work with all students I would have and could have done so with him.  He asked for his online completion in early August and then I did not hear from him until late September when he wanted a full refund despite completing online classes and our being available to complete his student. 

  If **************** would have been more patient and communicated his needs I would have easily finished his student.  Instead he decided to walk away and not allow us to compete.  This is his decision not ours to have them move. 

  With that being said I am willing to pacify the situation with his request for $200 that will be mailed to him at the end of this week.

  I am sorry that you needed to get involved with this situation.

  Sincerely

  ************************