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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/31/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I discovered that this company offered driving tests for students seeking licenses. I paid for a one-hour ********************** ****** and a test. During the booking process, I selected *********** as our location and specified that we would meet the instructor behind Cane's Chicken near Target on ***************. After making the payment, I called to schedule my daughter's ****** and test, only to be informed that they do not provide services in ***********, despite their website stating otherwise.I requested a full refund due to what I considered false advertising, but they refused. Despite my efforts to escalate the issue and speak with a manager, the customer service representatives, who appeared to be following a script, did not provide any further assistance or contact information for higher-level support. This lack of transparency and refusal to address my concerns has left me unable to reclaim the $229 I paid to the company.
Business response
08/02/2024
Hi *************************,
Thank you for your feedback. We apologize for the frustrations you have experienced. At the time of your sign-up, we were temporarily without a staff member to service the *********** area, which affected our ability to provide lessons. We apologize for the inconvenience this disruption caused.We were offering behind-the-wheel instruction to Castle Rock students, however, because of the temporary staffing challenges, we should have more effectively communicated the scheduling delay. Currently, we are actively working on plans to open a physical center location in ************
We have provided a full refund today (8.2.24) for the inconvenience caused. You can expect the refund to be fully processed within 2-3 business days. We apologize for not being able to support you at the time of your request.
Thank you for understanding, and we wish you the best in achieving your driving goals.Customer response
08/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
08/20/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Greetings,I made a driving ****** with Drive Safe ******** on July 24, 2023, with an approval code 07979D with an amount of $ ******. Initially, I made an appointment for a driving ****** on September 02, 2023 ay 3:00-5:00 to drive. A customer service agent told me if I cancel between 72 to 24 hours ahead of my driving ****** date, I would get a full refund. She said all I need to do is inform them. I called today to cancel my ****** because my needs have changed and an agent (****) told me that he will email the corporate office and they will make a decision on whether they would refund me the full amount or some of it. I asked the agent that I want the full amount back as I do not require their services anymore. He said that it would take between **** business days to reach a decision regarding the refund. This is in contradiction to what I was originally told by another representative of Drive Safe ********. I would like to be refunded the $ ****** I paid in full. Drive Safe ******** also should not tell customers that they can get a refund if there is a more complex, onerous, and uncertain process involved in obtaining a refund.Business response
08/25/2023
Hi ****,we understand your concerns and apologize for the misunderstanding. We do not train our staff to use the language 72 to 24 hours in association with our cancellation policy. Our contract states we require a minimum of 24 hoursnotice for cancellations. Cancellations with at least 24 hours notice will be rescheduled without charge. Cancellations less than ****************************************** failure to show up for a scheduled drive, will result in a $50 fee. If that information was not relayed to you, we apologize and will waive the $50 cancellation fee.
Our team is correct in saying that it does take **** business days to process and deliver refunds, in which we will also waive the administration fee associated with the reversal. Were sorry for the confusion and appreciate your patience while we processed your refund (which was refunded on August 24, 2023). Good luck in achieving your driving goals, and we wish you a lifetime of safe driving.-- DriveSafe Team
Initial Complaint
06/28/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
The company canceled appointment last minute after waiting months to get driving practice required for test. Now wont accommodate to reschedule. The issue is that there are two other appointments scheduled for test and obtain a license after the practice and it needs to take place in order.Business response
07/29/2022
Dear ********************* We are a continuous improvement company and work to learn from and address issues. As you know, DriveSafe had to cancel your daughters scheduled 2-hour drive because the driver had a family emergency. We certainly do apologize for the inconvenience this caused. We recognized that the rescheduled drive needed to happen in ****** before your daughters drive test date; however, there were no available drivers within the next few days at the ****** location that were available to assist. As a result, we sent a drive instructor from our ******** location to the ****** location to do the 2-hour drive with your daughter on June 30, 2022 (before her drive test date of July 2, 2022). We hope that this resolution worked for you. We wish your daughter a lifetime of safe driving! The DriveSafe Team
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.