Complaints

• Initial Complaint

  23/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I registered my 16-year-old daughter for 10-hr driving lessons with online theory training in October. My daughter has driven quite a bit with myself and has basic skills and knowledge but I registered her for lessons anyway to better prepare her for the test. First, my daughter did not find their theory material useful at all. Instructor was 20 minutes late for the first driving lesson. The vehicle is a new Toyota RAV4 but unfortunately my daughter is a tiny girl, the position of her seat is so far forward that she cannot properly shoulder check because the door pillar was blocking her vision. The instructor was on his phone a lot and did not give directions until the very last moment when he wanted my daughter to make a turn. He was also super fixated on her speed and told my daughter that she must be 10km/h below the speed limit which caused my daughter anxiety. After the first 2-hr lesson, my daughter was extremely discouraged. She did not want to be in the vehicle with this instructor again or even any other instructors. I reached out to both the instructor and the manager to explain the situation and that we wanted to withdraw from the lessons. They agreed to refund the remaining driving hours. It has been 3 1/2 weeks since they agreed to refund, I reached out to them numerous times but I still have not received the e-transfer that they promised.

  Customer response

  30/11/2023

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

  I would like to notify *** that this complaint has been resolved. 

  
  Representative of Arrow Driving School has reached out to me and refunded the unused driving hours.
  
  
  Sincerely,
  ****** ****
  

• Initial Complaint

  08/06/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had applied for driving training early May. Around May 2nd. I spoke to ** about getting my 10 hours in defensive driving plus the in-class or online course. I was told I would be able to complete my training in the 10 days I was off. I was told I would be trained in driving. The class is $520 after taxes. I paid after my first 1 hour session through e-transfer. My first session was good but the vehicle was too small so I was moved to a new instructor with a bigger vehicle. This is when I started experiencing issues. My new instructor's name is ******. ****** was difficult to schedule with and rescheduled or canceled a couple of sessions. A couple times he did t respond to me until last minute. I didn't end up completing my lessons until June 6th which was 2 weeks after my deadline on May 25th. I was a little upset about that. The major issue was during my lessons with ****** he would give unclear instructions and not explain why I should do things a certain way. He would often tell me I would automatically fail on a number of occasions without explaining it. I also have not received enough reversing or parking training. I was trained 1 time for uphill/downhill parking. I didn't learn how to parallel park. These outbursts about me automatically failing would visibly upset me and I would lose focus on my training. In large it ruined a large portion of the training I did get. After my 10 hours I reached out to the branch manager to file a complaint. The responses I have received were incredibly unprofessional and both the manager ** and ****** did not offer a solution to any issue I had addressed. I have screenshots of the statement attached. I still also have not received any information on the written course. I am seeking compensation for not receiving the training I had signed up for.

*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. ↩