ComplaintsforPorsche Sport Driving School

• Initial Complaint

  09/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Before I signed up for the Porsche Track Experience "Masters" class I asked the School representative questions on the class size for this class. Based on the representatives info this class was to be conducted in 5 person groups with personal instruction. The representative confirmed that because I had attended other driving courses the prerequisite of having to attend the Porsche Track Experience "Performance" class would be waived. Based on the 5 person class size & personal instruction I paid my $4880 class fee and signed up for the August 26-27, 2021 class. Upon arriving for class on 8/26 I learned I would NOT always be in 5 person groups. For the open lapping sessions I would in a 14 person group. There were 6 open lapping sessions (50% of the class) where we were in a 14 person group. I did not receive the driving experience and instruction promised because of the large class size. I have written & talked to **** ****** @ Porsche and requested a $2440 refund which was denied.

  Business response

  10/29/2021

  Business Response /* (1000, 7, 2021/10/13) */ The intention of this letter is to provide documentation from the Porsche Track Experience as to our background, course progression and the consideration made to Mr. ***** as he requested NOT to attend the introductory level course as he describes in his complaint. The Porsche Track Experience (Birmingham, AL): The Porsche Track Experience (formally the Porsche Sport Driving School) has successfully operated for over 20 years with approximately 40,000 participants having attended our training programs. Our programs are certified by Porsche AG and our instructors must meet standards set forth by Porsche. Our rating with the BBB is A+ and no complaints have been filed by customers. Our programs range in price from $1,900 to $19,900, are 1 to 4 days in length and vary from introductory to advanced and accredited racing curriculums. Our customer satisfaction, based on survey results: Overall Experience? 91% responded: exceeded or far exceeded expectations Met your Expectations? 96% rated a "5" on a scale of 1 to 5 How likely are you to recommend PTX to others? 96% responded as likely to recommend PTX course progression: Most all PTX customers begin with the introductory level 2-Day "Performance course". This strict course progression must be followed unless the customer 1- requests consideration and 2- provides documentation of previous experience to be considered eligible for the Masters course. Upon initial contact with a new PTX customer (usually by phone) we provide information about the introductory course offerings (similar to that the customer details in his complaint). If a customer has considerable track experience and has attended other accredited driving schools, they may begin the process for Masters course consideration (at their request). Note, all PTX course offerings are detailed on our website (links to the specific courses in question are provided below): https://www.porschedriving.com/track-experience/Courses/pcna-m-pde-per https://www.porschedriving.com/track-experience/Courses/pcna-m-pde-mas Mr. ***** Masters course registration- On August 23, 2019, Mr. ***** sent an email (attached) requesting that we consider his experience at another driving school as a prerequisite for the PTX Masters program. It is obvious that at some point of our conversations with Mr. ***** in 2019, the different course offerings were discussed and he has confused the format of the introductory vs. intermediate level programs. In his complaint he mentions track groups, class size, all of which are inaccurate. Mr. ***** expressed that he did not wish to attend the Performance course and provided the necessary experience to be considered into the Masters program. Note, the class size for both the Performance and Masters courses are both 30 participants per class as he was confused about this too. We never run a retail program of this nature with only 5 participants. The primary difference between the Performance and the Masters courses (in regards to on-track sessions) are as follows: The Performance (introductory level) 2- day course is typically 30 guests, divided into 6 groups of 5 participants for the driving modules. For the lead/following track sessions (for the duration of the 2 day program), they are in groups are 3-4 people. There are NO open track sessions in the Performance course and the small on track groups are only possible in the Performance course format. The small group follows behind their assigned instructor while on track. The Masters (intermediate level) 2- day course is typically 30 guests, divided into 6 groups of 5 participants for the driving modules. For the lead/following lapping on track on the morning of day 1, the groups are 3-4 people. For the open sessions, in the Masters course, 3 groups of 15 drivers are on track with instructors observing from corners. Please note that this class was conducted with only 14 out of the normal 30 (3 groups of 4-5 participants on the exercises). It is our opinion that the confusion by Mr. ***** as to which course he actually registered for and attended led to his disappointment in the program. Our position is that we conducted the Masters course (that Mr. ***** requested to participated in) in our normal manner, with the same operating practices that have been in place for many years. No issues were reported during this course and the exit surveys that the customers provide do not indicate any issues. We feel that Mr. *****'s complaint is unfounded and does not warrant a refund as all aspects of the Masters course were delivered. Please advise if you'd like to schedule time on the phone to review in greater detail. Consumer Response /* (3000, 9, 2021/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response from the Porsche Track Experience (Birmingham, AL). There was NEVER any confusion on my part as to what class I registered for. I fully understood that up to 30 participants could attend the Masters Class. The only reason I registered for this class was that I was assured by the representative that the Masters Class would be divided into groups of 5 participants for ALL OF THE MODULES CONDUCTED DURING THE CLASS, INCLUDING THE OPEN LAPPING SESSIONS. I asked this question specifically because I would not have attended the class if I had known that all the participants would be on the track at the same time for the open lapping sessions. I was therefore misled into taking this class. I clearly asked the question about the group size for the open lapping and was told it would only be a 5 car group on the track at the same time. That the class was not conducted in the manner I was told is the reason I am entitled to a refund.

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