ComplaintsforYoung Drivers of Canada Brampton

• Initial Complaint

  08/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked with younger drivers. I booked package that stated I get in class lessons (on ****) I get 10 hours driving + extra lessons before my driving test. I also get to use the driving instructor car. The package also was for pick up and drop off at my house. In class lessons were done on **** but when it came to actual driving classes they said they were unable to pick me up or drop me off at my home. I asked for my at least some of my money back since they will not be picking or dropping me off the receptionist hung up on me. The driving instruction only would let me drive in neighbours and when my 10 hours ended he wanted me to pay $150 dollars for extra classes. I had to **** to classes after paying $1,300 for them to pick and drop me off. When asked if I can still use the instructors car he said no. When asked if I can at least get my last hour that I paid for he refused and got angry with me. I spent a lot of money for a program that did not even offer half of what I paid for.

  Business response

  31/05/2022

  Business Response /* (1000, 5, 2022/01/05) */ Hello Thank you for providing us with the opportunity to address the complaint as described. The package as described is not quite accurate. It does provide 20hrs on ****, 10 hours of eLearning and 10 hours of private one on one in car lessons. Once the core program is completed, and the student judged ready we will book the road test and provide the instructors vehicle for the test. No documentation provided by us, or available on our website indicates that we will pick you up at home for the in-car lessons. Historically we did pick up at the student's house. However, after being shut down for many months due to Covid-19 restrictions we were finally allowed to open if we ensured that the vehicle was properly sanitized to keep the environment safe. To do this, we advised all students that they would need to meet us at our location for pick up and drop off. During what would have been travel time we used to sanitize the vehicle. Another reason to use a central location was that it provided the instructor with a safe, clean location to have lunch, and to use a washroom. At the time when businesses first started opening, very few allowed the public in to use their washrooms. Additionally, my staff were not comfortable using coffee shops, or mall bathrooms etc. Each student was given the option to either meet the instructor at our location, or they could wait until sometime in the future to have us come to them. In this case the student opted to meet us. During the lessons the instructor was not only teaching, but also evaluating. At the end of each lesson the student is emailed their progress report which includes the instructors' comments. This student was struggling somewhat. At the end of the August 12th lesson, September 8th lesson and October 13th lesson the instructor noted in the comments that more practice was needed, and extra lessons were necessary. Instructors are following company policy to not allow students to use their car for the road test if the student is not ready, which is the judgement of the instructor in this case. The core 10hrs of in car training was delivered. The only component not used is the road test option If the student would like that portion refunded, (unused road test), I'll be happy to refund it. Berkley D. Manager of Operations Young Drivers of Canada Brampton, Ontario ********@**.com ***-***-**** Consumer Response /* (3000, 7, 2022/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I PAID for pick up and drop offs. That is what I paid for I would never pay $1300 to MEET someone somewhere else. **********************. When I was in my in class on ****. The instructor told us to start booking our car lessons. Everyone knows driver lessons pick you up. Why would I pay for nothing. ********************** I am willing to be refunded for the road test I did not get by young drivers. Business Response /* (4000, 10, 2022/01/19) */ Young Drivers of Canada 150 Central Park Drive Brampton, ON ********@**.com ***-***-**** January 19, 2022 ********* ******** Ms ******** As we originally offered, we have refunded the unused road test portion to the credit card used in the original purchase. We did not lie about our program. Our product and service is education. To teach people how to drive safely, confidently, and competently. That's what we deliver. The in-vehicle actions we undertook were driven by the need to provide a safe environment for our students. This is an issue we feel very strongly about, both then and now. It is unfortunate that you believe we did not provide the service you expected. I realize that public perception can be interpreted as company policy, but in this case it is not. With your acceptance of the refund, we consider this closed. Berkley

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