Complaints

• Initial Complaint

  08/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I signed up for their motorcycle course on August 25th, for a cost of $517 which was charged to my credit card. On August 28th, I called again to cancel the course and requested a refund. The confirmation email I received states a refund is provided up to 7 days prior to the course start date, which was September 8th to 10th (I still have the email). Wendy advised I would receive the full refund minus an administration fee ($100) to which I agreed. She said the refund would appear on my credit card in 8-10 business days. After not receiving the refund in the allotted time frame, I called again. Wendy advised me that she forgot to process the refund, would do it right away and the money would be returned in another 8-10 business days. After not receiving the refund in the allotted time frame I called again. Wendy advised she would look into it and has been avoiding me ever since (mid September). I still have not received my refund. I’ve called several times to resolve this issue. She now will not answer the phone when I call from my cell or work phone. I’ve left two voicemails which she has not returned. Not only is she not resolving my issue, she is actively avoiding providing me the refund that I am entitled to. I would like a FULL refund for the $500. I don't think keeping a $100 administration fee should apply to this situation.

  

  Business response

  23/11/2023

  . I wanted first to apologize to ****** but to let her know the refund has been done. Unfortunately, I’ve been very sick and have not been working. I am now starting back a couple hrs a day and when I seen your email I looked after it right away. To be honest, I thought I had already completed the refund but when I checked, I couldn’t find it. I know it was when I had my attack, so it didn’t get completed. 

  
  

  I snapped a pic to show ****** it has been requested. Again, my apologies to ******!

  
  

  
  

  Customer response

  30/11/2023

   I am rejecting this response because:
  I would like to keep this case open until I actually receive the refund, as this is not the first time I was told it was processed. 
  
  

• Initial Complaint

  01/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I need a refund from this school. I paid in full October 25,2022. My daughter did not start driving until January 22,2023. Jan 22 3:15-6 March 18 11-2 March 23 2:40-4:40 Three times driving only, and for extended periods of time. She was exhausted after driving for 3 hours. She should have completed her driving hours and ready for her road test in January 2023. She can not parallel park. She can not drive in Moncton with out nearly getting into an accident every time. She doesn’t know how to work any lights in the vehicle. She doesn’t know how to merge into passing lane on highway. The school was supposed to give her a warm up/ practice the day of her test. He did not have time to do that. Only having driving lessons for three days is not enough. She failed her test because of this. I tried to book more hours(at extra expense to me) before her next test which was last Friday. I was informed there was no car available for more hours and to take her test. Every time I had a question or was wondering why she wasn’t driving they never got back to me(several emails and phone calls). I sent an email last Wednesday asking them to respond to me by Friday regarding compensation and have not heard from them. I am seeking a refund Regards, ****** *****

  

  Business response

  30/05/2023

  COMPLAINT BY ****** *****

   

   

  To reply to ****** ***** aka ***** ********** complaint: these are the facts according to our records:

   

  *Jan 4/22 - 1st contact (via phone call) from  aka ****** (aka the ***) where she said she wanted her daughter **** (legal name ******) to go through Driver’s Ed  to get the insurance rebate. I went over the entire course pkg with ******. Then an email was sent with all the course info (everything that was talked about during initial phone call). Rec’d email from ****** that her bank wouldn’t allow the password I had provided her to use.

  *Jan 5/22 - **** (instructor) delivered the Student Study Pkg to the residence a* **** *** *** ******* Creek.

  *Jan 6/22 - I responded to ****** for her to use any password and let me know what one she used.

  *Oct 20/22 - From Jan 5/22 when student study pkg was delivered to **** at home until Oct 20/22 when we were notified via email from  (aka ******) informing us that she would be paying in full for **** *****, and what password to use for etrans, and asked when the next online virtual class was scheduled for.

  *Oct 20/22 – Responded and resent the course info email so they had the required info needed.

  *Oct 21/22 – Rec’d email from (aka ******)which gave very little pers info for **** as requested in our course email. Also indicated we’d be receiving etrans for ****** payment (no payment was rec’d), and that she had completed her study pkg and needed the next virtual class date.

  *Oct 25/22 – Sent email ref etrans not being rec’d but it did arrive that same day after waiting 11 months. 

  *Nov 27/22 – Virtual class invites were sent out to everyone setting up the timings from 12noon-4pm and all study pkg must be completed prior to class time. Invite went to: (aka ******)

  *Dec 12/22 – **** (instructor) was sent  info that she was ready to start in car (txt msg). 

  *Jan 21/23 – **** started in car with *** (Instructor) Jan 21^st

  *Feb 2023 – **** was never avail due to boxing practice or competitions and Canada Games

  *Mar 2023 – She was in car 8^th, 11^th, 22^nd

  - Booked for Mar 31^st  (which the *** ****** or Lily         themselves booked with SNB). The fact the ****** is blaming our School for her daughter not passing her 1^st road test is on her not the school. The fact that **** did not do enough practice which is essential in developing their skills is why she didn’t pass. She was too nervous and forgot how to do what was asked by the examiner. 

  *Mar 31/23 – I rec’d a call from ****** ***** aka ***** 

                           ***inson to discuss ****** road test failure. She 

                           blamed the instructor for her failing. She left the 

                           emergency brake on. All parents and students are told 

                           that only they (the students) can pass or fail their 

                           road tests based on the practice they have put in 

                           during their eight month time before road test 

                           eligibility date or more in some cases as they are the 

                           only one behind the wheel.

  *Apr 2023 – Both of our driver’s Ed cars went down the same time 

                        for transmissions and looks like they were tampered 

                        with. Once we knew they were unrepairable, due to the 

                        Continuously Variable Transmissions (CVT) we were

                        on the hunt for new ones as we had road tests at the 

                        end of the week and didn’t want to disappoint our 

                        students.

   

  *Apr              We managed to get a car in time for lessons to be 

                        finished and a chance to get the feel of the car. When 

                        ****** *** called about extra hrs for **** before her 2^nd

                        attempt at her road test, *** was already calling

                        students to give notice of what was going on and that 

                        they may require to find a car or reschedule road test IF 

                        we were unable to find a car in time. ****** was not 

               happy and cancelled ****** road test too hastily when 

                        she could have waited it out to see before cancelling it.

                        Everyone else scheduled for roads tests that day got to

                        do their tests as they were patient and understood that

                        we had no control over, but that we would do

                        everything possible to sort it all out.

   

  As for the complaint filed by ****** ***** aka ***** ***inson, we feel we have done everything agreed upon when she registered. The fact that **** rec’d her training materials 11mths earlier than anyone else got the opportunity(Jan 5/22 pkg delivered).  By the time virtual was completed Nov 27/22, then student info was sent to instructor to start in car. Due to Christmas holidays in Dec, our instr took that time to get our Jan road test students completed and ready for testing on Jan 6/23 which was his last day of work with us,as he retired. So **** started in car Jan 21/23 (see in car work sheet Item 1 & 2). As you can see by the student in car sheet, **** had been in car for 10hrs as part of her course pkg. **** should have been much further ahead by the time Oct 20/22 came around and she was officially registered and paid Oct 25/22 by her mother ****** if her mother expected her to be ready for a road test in Jan. The 10hrs in car is teaching skills, then it’s the students/parents responsibility to help them practice the skills as many hrs as possible until next in car when new skills get added on. Then they do the same thing again but incorporating previous skills with the new ones and practice as much as possible as this is what develops their skills is practice, practice, practice. All ******’s complaints are unjustified as she was taught correctly by the instructor. Not sure how much practice time she got at home, but her failing her road test was due to nervousness and lack of practice. So from where we stand on this is: Refund policy states no refunds after course pkg has been picked up/delivered. Road test failure does not warrant a refund as "the student is the only one who can pass/fail their test." If her *** felt she wasn’t ready, why did she book the test? As for no warm up, certainly we do warm up prior to ONLY if time permits. When there’s several tests booked, SNB books them one right after the other. We have no control over it, other than to cancel everyone’s road test except the first one. 

  
  

  We do not feel a refund is warranted to ****** ***** as we provided 

  **** the full course pkg she paid for. **** is very busy with sports and was rarely avail for in car so it left not a lot of time to get her done before Mar 31/23 road test which they booked. If ****** mother felt she wasn’t ready, why did she book her road test? Had **** gotten then practice time behind the wheel that she needed she may very well of passed. Practice develops the skills which come road test day helps the student contain any nervousness as they are confident in the skills…..that’s why practice is pertinent. 

  Customer response

  08/06/2023

   I am rejecting this response because:
  
  Point 1-3 I agree January 6, 22 was last contact.  To reinforce my point of lack of communication (11 months)
  Oct 20/22
  I agree I contacted school to say **** was ready to start virtual class, and the sent course info email.
  Oct 21/22
  I sent another email wondering when the date would be for virtual class and I wanted to send etransfer.
  Oct 25/23
  They sent an email they did not receive etransfer, but it did arrive that day.  After waiting 11 months.  Again lack of communication on their part.
  Nov 27/22
  They finally sent virtual class invites a month after I paid.  I called and sent several emails.  I thought the school just took my money.  I couldn’t understand why no one returned my calls or emails.
  Dec 12/23
  School claims they sent Instructer **** info **** was ready to start driving.
  Jan21/23
  **** started in car with *** almost 3 months after I paid them.  I called and emailed several times. Again no communication.
  Feb 2023
  They claim **** was never available.  She was not available 2 days a week and 1 week in March.  *** had over 40 students he was not available.(see text)
  March 2023
  I email, called texted wondering when her next lesson would be.  They finally got back to me after 3 months from her first lesson. March 8,11,22 lessons for extended periods of time.  Again lack of communication and dangerous.
  March 31/23
  School claimed I booked driver test(not true) *** did (see text). At this point I expressed my concerns **** was not ready.  He booked test anyway. (See text). He packed his day back to back so he didn’t have time for warm up for any student(see text) because he wanted off early that day
  **** was not nervous at all, and was shocked she failed.  I wasn’t no one can learn to park in 4 days.
  March 31/23
  They acknowledged(finally) I have been trying to get ahold of them.  School claimed I was blaming instructor.  I was calling to purchase more driving lessons(see text)
  April 2023
  School claimed both cars went down.  I find it interesting they claim they had 2 cars.  They only had one Instructer always using same car.
  School claims they got a car in time for lessons to be finished up and a chance for students to get a feel for new car.  They are claiming 2 days before road test 40 students would get a lesson?
  
  When I called *** about extra hours for **** before her second test. *** was texting students to give notice what was going on, and they may require to find a car or reschedule road test. ( course info states a car will be provided day of test)
  I cancelled the second road test because your school failed to provide a vehicle or give lessons before her test (2 days before her test still no car)
  School claims I was not happy and cancelled lilys road test to hastily when I could have waited out to see before canceling (see text) *** said it didn’t look like they would have a car in 2 days.  At that point he suggested I use my car.  I told him there is no way she will be able to park a seven passenger vehicle, and I asked him if I should rent one.  He said rentals are not allowed. (See text)
  School claimed everyone else did road test that day because they were patient and understood.  I’m not sure I believe that.  I would like to see proof.
  
  

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