Complaints

• Initial Complaint

  09/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We paid over the phone $440. They scheduled our child's drive time to consist of two hour slots for four days. We were confused about the pickup and my daughter missed the first ****** by an hour on August 16th but the driver had said they normally pick up at the kids house and he would just pick her up at our house and that we would just reschedule the missing hour. He said the scheduler they normally have was out or no longer working there and that things have been hectic lately so not to worry about it. Before we could call to reschedule that hour the company reached out to us to reschedule the driving time set up for August 23rd. They rescheduled that for the following Friday on the 30th. We said okay now she has to miss her first home game and that stinks but at least we got the extra hour added at that time. The women doing the scheduling did not say anything about owing $20 for missing that hour when scheduling this so I thought nothing of it. She was then scheduled to drive on August 28th. I received a phone call an hour before it was supposed to start stating they had to cancel again on her. We again rescheduled with them for a Saturday so we could have this done and get her certificate in time to test on her birthday the 5th of September. At 5 pm on Monday September 3rd I received a call saying we had a $20 outstanding balance due because of the hour that was missed on the 16th. I said the driver made it seem like it was a mistake on everyone and it was no big deal. No one mentioned the 30 times the company had called to reschedule the two days that was canceled by your staff that I owed $20 but okay I will pay it so she doesn't miss getting her license this week. The women then said I can't pay over the phone for the fee. I need to mail it in. I don't mail checks and this would take to long. I asked if they could call it even for all the cancellations they did to us and was told no. Now my daughter isn't going to get her license on time.

  Business response

  09/04/2024

  We have a signed contract that the parent and student have both signed.  It states that if a student misses a driving ******* they are charged a $40.00 fee.  Our driver showed up for the first ****** for ************* at the address which had been set up by the parent/student.   The student was not at the address and was at their home.  Our driver offered to go to their home on his own time and pick up the student and drive the student for a hour.  He could not drive her any longer due to having another student after *************.   A $20.00 fee was assessed to  ***************** account.   The $20.00 fee does get distributed to the driver who was not paid for the hour that was missed by *************.   Certainly, the driver could have chosen to assess a $40.00 fee and not gone to her home to pick her up.   Our driver went out of his way for *************.

  Unfortunately, we did have to cancel two other ******s.  One time our driver was ill and the other time our driver had a motorcycle accident while on his way to work  and was being taken to the hospital.   Neither of these times did we not show up at the appointed time.  We called and explained the situations and rescheduled the driving times. 

  Upon completion of ***************** ******s, we contacted the parent to determine if the $20.00 fee had been paid.   It had not been paid to the driver.   They wanted to pay with a credit card and we have always had a policy that all late fees must be paid with check, cash or money order.   

   

• Initial Complaint

  09/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In May 2023 I hired Master &Sylvania Driving School to provide 3- 2 hr driving sessions with my adult daughter. It took a month to get her scheduled. She had one session and the driver became ill. They cancelled the other two session saying they would put her on a waiting list . They have not contacted us once and it is now September. I have called 3-4 times. Every time they say they cant help me. I requested to speak to the owner. Left my name and number in voicemail twice . She did call back once and didnt leave a voicemail. I requested my money back each time and they say they cant do that even though they cant provide the service because they only have one adult instructor . They say they 6 months to fulfill the contract. BUT they have no one to provide the service. I want 1/3 of my money back which would be ******. If not all of it for the hassle and inconvenience. They are not even willing to work with me and they are rude every time I call.

  Business response

  09/28/2023

  [BBB Transcription via Phone]

  We will reach out to the consumer.

• Initial Complaint

  04/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My child started driving school in January and was to complete the 3 remaining classes in February. We had to reach out to find out the dates because they didn’t know them in January. They cancelled all the classes for the Van Wert location for that month and weren’t going to call us. Then come March they decided to start doing every other month in Van Wert. April he takes 2 of the 3 remaining classes and they cancelled the 3rd one. They won’t give a date for the last class. They just cancelled a class on a bunch of kids that will have to wait until May & take it in a different location. My child could have gotten his license 2 months ago if they wouldn’t keep cancelling. The manager won’t call back. She pawns calls off on her employees who can’t make decisions. We have wasted almost $400 on a driving school who is won’t complete their end.

  Business response

  04/24/2023

  **** ****** did start our driver education program in January.  Per State of Ohio law, we have six months to complete each student.  The parent signed a contract which states this policy.  Therefore, they were made aware of fact that we had until July to complete ****'s 24 hours of class and 8 hours of private driving time.

  **** completed all of his classes and driving times on April 20, 2023.   He has been issued his completion certificate.  We did attempt  to contact the parent several times to discuss this matter and none of our calls were returned.

   

   

• Initial Complaint

  01/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My son completed all his book work. Then, first it took them over 4 weeks to call and schedule his driving. He had an issue come up with work so he needed to change a day or time for driving. My wife was told they could do it on another day of the week but from 3-5. My wife said that would not work as we could not get him from school and have him there. My wife asked why they could not pick him up from school this one time. As when you sign up for the classes they will tell you they can pick him up from home or school and drop him off. When my wife started questioning why they could not do what we were told they would do even one time. Leslie would not give her an answer. We live 16 mile from their driving school and this was never mentioned once, as she signed him up over the phone and they clearly knew where we lived when they took our address. The owner ****** told my wife we “didn’t live in the area” was given no definition of what the “area” was. When she asked why this was never told to us, ****** got upset and told my wife that he was not getting a certificate from them and was refunding our money in 6-8weeks. We contacted the state to file a complaint and ******* in an email even told the state she was issuing us our refund. My wife contacted ******* at the state level again to verify that was what was said in the email. Unfortunately we can not see or receive the same email unless it’s court ordered. My wife called ****** back on Tuesday January 10 to see where we were at with the refund process since this originated back at the end of November. ****** then told my wife she was waiting to hear from our attorney before she would send the refund when in the original conversation she said she would send it but not to expect it for 6-8 weeks. All we are asking is for her to send our refund. Our son has completed his class work/driving elsewhere since she is the once that cancelled our contract without a valid reason.

  Business response

  01/11/2023

  ****** ***** started our program at our Napoleon location  on 9/19/22.  The contract is a State of Ohio contract and is signed by the parent and our school official.  It states that we will give 24 hours of classroom and 8 hours of private driving time within a six month time period.  This six month time period starts on the first day of  class which means we must complete ****** by 3/19/23.   ******'s parent called into our office on 11/11/22 to schedule his driving time.   He was scheduled for all of his driving times in December.  

  Mom wanted ****** picked up at home for his driving times.  I explained that we are unable to pick up at their home in Hamler, Ohio.  We do not have a driving school in Hamler, Ohio.  Our school is located in Napoleon, Ohio which is 25 minutes away from their home in Hamler.  When we sign students up over the phone, we clearly state that we pick up at home, work or school as long as they live in the area.   If a parent or student asks if we will pick up at their home.  We explain we can go no further than 15 minutes for a student to be picked up.   All students who live farther away must meet us at our location where they took class or closer to that location.   Clearly, they did not question our policy of "as long as you live in the area".  I explained to ******'s mother that the other students do not want to drive that far out to pick up ****** or drop Brayden off.   Students drive in a two hour segment. They end their lesson at the next student's home.   If they spend 25 minutes driving ****** home and then another 25 minutes driving back to the Napoleon area, 50 minutes of their time is going to and from his home.  This wastes almost 1/2 of their driving segment. The other parents and students complain about this experience.  Typically, these far away locations are out in the country.  Therefore, the student spends half of their lesson on country roads.   Since we only have students for 2 hours for each lesson, we need to cover a lot of material.  Spending so much time traveling on country roads is not fair to the other students.  Many of the students we complete understand this policy and meet us at our location.  Also, it is not fair to ****** to spend almost half of his  two hour lesson driving a student back to Napoleon and then back to his home.  He only receives a little over a hour off of a country road.  He needs more driving experiences other than country road driving.  

  On 11/29/22, Mom called in and was upset over this policy and requested a  refund.  I stated to her that I would give her a refund.   However, I explained that his 24 hours of classroom training would not transfer to another driving school.  She said she would be contacting her attorney and to expect a call from her attorney.  I said to her that I would cancel ******'s driving time until I heard from her attorney.   Mrs. ***** did contact the State of Ohio and make a complaint.  I explained the situation to the State of Ohio and provided copies of ******'s classroom training.  The State of Ohio determined I had done nothing wrong and closed the case.  My contract does not state that we will pick up student's at home.  It simply states we will provide 24 hours of class and 8 hours of private driving time.

  Mrs. ***** did call my office on January 10, 2023 inquiring about her refund.  I stated nothing had been processed.   I had been waiting for her attorney to contact me.   She was upset and stated she was going to contact the State of Ohio again.   The State of Ohio can not make me refund any monies at all.   I am still within the contract,  I have until March to complete ******'s driving times.   The contract that was signed clearly states that there is no refund as long as I am willing and able to complete the driving times.

  However, I am still willing to issue a refund for the portion of the program that ****** did not use.   There is a total of 24 hours of classroom instruction which ****** completed.  There is also 8 hours of private driving time.  With the class time and driving time, the total of all training is 32 hours.  ****** paid $405 for the complete 32 hour program.   $405 divided by 32 hours  is $12.66 per hour.  ****** used 24 hours at the rate of $12.66 which is $303.84.  I will issue a refund in the amount of $101.16 ($405 less $303.84).  

   

  Sincerely

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

   

   

   

   

  Customer response

  01/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The information ******* provided you is not correct or factual. She has incorrect dates for some events and her statement is false. She said she was not giving my son a certificate and not giving him credit for his book work. She did so only after the state called her due to the complaint I filed. She would not let us schedule the driving time that was needed as once she made the statement he wasn’t receiving a certificate they them and they were giving us a refund, she hung up. So there was no way to schedule the driving time. Also since this incident they have picked up at least one individual in the school district for driving. I find it hard to believe ******* stated to the State of Ohio we would be getting a full refund and now wants to change the story. This is documented through the State of Ohio. Maybe ******* needs to call and have them send her a copy of the conversation. 
  Sincerely,
  
  ***** *****

  Business response

  01/12/2023

  Unfortunately, by State of Ohio law, we do not issue a certificate for the completion of class training.   The only certificates that we are able to issue is once a student has completed the 24 hours of class and 8 hours of private driving time.  Therefore, I am not withholding a certificate for the classroom portion.  I am not able to issue one because there is not one to issue.

  We did provide the 24 hours of classroom instruction in September.  In November, we did set up the 8 hours of private driving for ****** in December.  Once there was an issue with the us not being able to pick the student up in Hamler, Ohio which is 25 minutes away,  I did offer a refund.  I did explain  that ****** would need to start all over again at another driving school with the classes.   The State of Ohio does not permit a student to take classes at one driving school and then switch to another one for the driving time.  This upset ******'s mom and she stated her attorney would be in contact.  I stated I would cancel his December driving times that were set up and wait to hear from her attorney.

  While waiting to hear from her attorney, she did file a complaint with the State of Ohio.   The State of Ohio via email did request his records.  I did send the signed contract to them with an explanation via email.  There were no conversations with the State of Ohio.  They reviewed the contract and dismissed the case.  There is a signed contract.  The contract does not state we will pick up the students at home.   ****** started in September and by State of Ohio law, I have until March 2023 to complete all of his classes and driving time.  There is a clause in the contract with states clearly that no refunds will be made.  Therefore, the State of Ohio could no nothing since I have not broken any rules or laws.  I never stated to the State of Ohio I would issue a full refund.   I never stated to ******'s mom that I would issue a full refund.  I stated I would issue a refund which I am still willing to do.

  If ******'s parents would like a refund, I will issue today or the other option is to call into our office to schedule the 8 hours of private driving time.  We would then issue a certificate for the 24 hours of class and 8 hours or private driving time.  He can take this certificate for his exam.  

  I have tried my best to explain why we can not pick up their student at his home.   It is not fair to the other students. I am sorry that they do not agree with this.  If the State of Ohio gave them special permission to go to another driving school for the driving times and provided them with my classroom records, that is something only the State of Ohio can do.   As I stated, a student can not do on their own.  I am still entitled to the cost of the 24 hours of classroom training that I provided to *******.

  I will need to know within 7 business days if they would like a refund for the driving time or if they attend to take the 8 hours of private driving time thru my company.  We are booking in February right now for the driving time.   We would need to get him scheduled as soon as possible.  We would still need to meet at our Napoleon location for the driving times.

  Thank you

   

   

   

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