Complaints

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased driving hours and a driving test from Ayala Driving on DeZavala in June. As part of the learners permit, my 15 year old son did the online class and needs to complete 14 hours of driving/observation with a certified school. 10 of the 14 hours have been completed but I have tried for the last 4 week to schedule the hours through their electronic website that opens every Monday any 2pm. When the enrollment time opens, the website shows all of the weekend hours and after school hours as fully booked. I called a 3 weeks ago to get help. I was told they are prioritizing student who paid for the full class and the waiting cal **** is at least 80 people. They are prioritizing and scheduling this customers through phone calls prior to opening the slots. Current schedule is booked through Dec 8th. With the wait**** and lack of response, the services I paid for will expire and he will not get his license in early Jan after his 16th bday The student center expiration for the permit show end of Dec. I have left voicemails and texts with no response. The only times available are during school hours which means I am forced to remove my son from school to complete his hours. I do not want a refund. I want my son to be scheduled for his remaining 4 hours and complete the test as I have paid for those services. A change to another driving school would require him to redo the hours completed with limited remaining time before his 16th birthday. I am reaching out to the BBB and for others to see as I have no other recourse to get my concerns addressed.This business is selling services to ***** HighSchool students and their parents without the ability to serve the customers and provide the agreed upon services.

  Business response

  11/19/2024

  The customer had visited the ********************** on November 18, 2024. She addressed the issue and I had mentioned our high demand of students right now trying to finish the lessons that are remaining, due to their deadline date in our school  contract. However because of this, the student hasn't been able to schedule a lesson, but I told the parent I would give them a call next Monday, November 25, to assist them in scheduling a lesson. As far as my understanding she was content with that and knows she will receive a call next Monday to get her son scheduled for a lesson.

• Initial Complaint

  10/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The date of the transaction was 06/17/2024 and it was for $358.80. This business committed to teaching me how to drive with the instructors they provided but the problem is only ONE of they're instructors knows how to teach the others DON'T. They don't tell you this of course so you waste your money without being taught to drive! Every single one of the instructors they're names being: **********, ** ****** and ** ********* talked s*** about each other in every class I had which is extremely unprofessional to do. My classes with ********* were a waste for money as he looked at this phone the entire time only looking up to tell me where to go. I peeked at his phone and he is just looking at Instagram! I then learned it is actually against the law for instructors to be on they're phones while teaching and when i brought this up to they're manager he had nothing to say about it. I paid for 7 hours of drive time and was NEVER taken on a highway when that is supposed to be included in the package that i paid for instead i was told that i need to pay for more time because i was not ready. I was not ready because no one taught me anything other than to get in a car and go! . ****** took me so far on only my second ride when I was only supposed to stay in neighborhoods and this man took me on the d*** access road of 1604 all while talking about a gay serial killer in austin... I'm not making this up. I was then told by ******** that ****** LIED about taking me on the highway in his notes of my driving. He made several notes that he taught me things he never did. I emailed the manager all about this horrible experience i had at this school and he had nothing to say other and to give me one more hour free. Are you serious? One hour when i paid for seven and had my time and money wasted. No i want my money back for every class i went on with ****** and ********* who taught me noting and lied that they did! I also asked for owners info and it was never given to me.

  Business response

  11/05/2024

  Statement from ****** (Driving Instructor)
  
  I remember driving with student ***** *****. For our first lesson on 7/10 we worked on left and right turns in the neighborhood behind the school. I taught her what is called hand over hand technique and gave her guidance on speed control in and out of turns and everything went well. On our second drive the student did bring up some concerns with the other 2 instructors since our last drive. She was upset that one of the instructors put her on the main road and she felt she wasn’t ready. They she complained about the other instructor as he wanted her to turn hand over hand for right turns and push pull method for left turn. Which according to student confused her. As we talked about this she brought up how she is confused on turns now and asked if we can go over them again. Which we went back into neighborhood and did so.

  While driving the student brought up other concerns as some other the other instructors where talking about each other and she felt that wasn’t right. Then we also talked about some comments that were left on her profile. At the time of this as I just started with the company I had no idea where to see these comments and she guided me as I pulled it up on my phone. After I felt her turns were good we headed to the main roads and drove where I felt she was doing good. She had never brought up any concerns on my teaching at this point. Then I heard she had left a review where I was never mentioned.  After that review she then sent an email to the owner where again I was never mentioned,  now all of a sudden when she reached out to BBB there was now a problem with me. I feel the client now if just trying everything in her power to try and get some money back.

  In conclusion:  *** ***** paid for 7 hours, she received 7 hours of driving time.  *** ***** spoke to the office Manager ******** *******, after the conversation he offered her 1 hour free driving time for complaint.  The hour was added to her account but, she never used it. 

  *** ***** speaks about "NEVER being taken on a highway",  yet, she complained about being taken on the access Rd. of 1604.  I believe, *** ***** is upset because she was advised by the  instructor that she was not ready for the highway and just took her on the access Rd. to allow her to familiarize herself with the traffic.  

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The date of the transaction is 07/29/23 for the amount of $351.25. They commited to provide a good learning exprience and good instructors to teach driving for one hour during each scheduled drive. The reason for filing a complaint is that the business did not register our complaint when we tried to contact then, would not answer, when they finnaly answered, they kept giving false information. They never bothered to even hear what we had to say. The invoice number is 1690478519.35749.The whole complaint is;I wanted to make a complaint about an instructor about multiples issues that occurred during a scheduled driving. I was asked to contact the owners to make a complaint and were give false information to contact them. We were told its in the website when there was absolutely nothing about owners in the website. The instructor was ****************. He was acting very rude and made a couple of demeaning comments while I was driving. One of the comments he made was "keep wasting your money here if you are gonna drive like this" he said this rather than correcting me of whatever I did wrong. He was 15 minutes late, when I was specifically asked to come 10 minutes early. After that he took us to fill gas and wasted ten minutes there. The whole time I was driving he made me feel like he wanted to get rid of me so he can go home. While driving he never said if I made mistakes or didn't even teach anything. When I went back to the office to make a complaint, and change my instructor for the next appointment, there was no one there even though it was during business hours. I called later about four times and no one answered. The 5th time finally got a voice note that asked to text another number. Even texting wasn't helpful as they didn't really want to register our complaint. When I asked them to cancel and rebook me with a different instructor, they asked to pay $35 late cancellation even though I tried contacting them before the cancellation penalty time.

  Business response

  10/09/2023

  *********************** spent seven hours with us. Her dates of driving were Aug. 18, Aug. 21, Aug 22, Sept 5, Sept 8, Sept 12, and Sep 19. The instructor she complained about was *************************, which's she had one ****** on 9/8/2023. First and foremost we apologized for unfortunate experiences she had and we made sure her remaining ******s were completed by a different instructor. Her last 2 ******s were scheduled with *******************************. I was informed that she had a great experience with *******************. ******************* is one of our top instructors who has always shown the utmost professionalism. He represents the company very well. As for Mr ******, he has many years of experience with Ayala Driving School, dating back to the original owners to now the current owners, he has always done a great job with our students. I can vouch for *************** and say he has never taken more than 10 minutes to start a ****** at the designated time. As for having to fill up the gas in the car, that's mandatory for all instructors. At that time the car was at its **** to fill up and **************** proceeded with having to take care of getting the gas he needed. If there's any other questions or concerns please feel free to to reach out. 
  
  
  Regards ~
  
  
  ***********************/Office Manager 

  Customer response

  10/09/2023

  Complaint: 20577492
  
  I am rejecting this response because: **************** only gave me 30 minute drive time when we paid for an hour of driving time. I was told at the time of signing up that all instructors are required to fuel up before a ****** begins.
  
  Regards,
  
  ***********************
  

*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. ↩