Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/11/2025

  Type:Order Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed up my son to take driving lessons through Top Driver. He completed the classwork but has to **** * hours of driving lessons by June 22, 2025. If they are not completed, they charge you $99 per month because the driving lessons are not completed by then. The problem is, they release dates to sign up the second Tuesday of the month at noon. I was logging in at 11:45 and at noon, their site freezes up and their phone lines will not go through. I have tried scheduling the drives but by 12:45, the slots are all filled. That was when I could finally get in. I finally got through to a caller on the phone at around 1pm and she could not help me. ******** customer service. Told me they have a shortage of drivers for months but continue to take our $600 and not fulfill their contract by having drivers so my son can get his drives in. I asked if I could go to another school and get the drives in but she said she would have to cancel his permit and he would have to start over. So now we are stuck and no solution has been made. I asked for a manager and they may take a week if they do, to get back to me. Please help!!!!

• Initial Complaint

  Date:02/13/2025

  Type:Order Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We sign** our son up for drivers ** at Top Driver, ******** location. We were requir** to pay the full fee upfront $860 when we sign** up in August 2024 for a class that began Nov. 2. Classroom portion was fine; but the requir** time driving behind the wheel has been impossible to get. Our son receiv** his permit in Nov 2024, a requirement before sch**uling behind the wheel lessons. Going online again and again for days after receiving the permit, there was never any open slots for him to sign up for an in car ******* When I call** I was told that I had to go online at noon the one day of the month where they open** the slots for the next full month, or that I could call to have them sign him up. They told me there was nothing they could do to get him sign** up beyond that. First time they open** the slots in January, I couldn't go on at noon. I went on a few hours later and all the slots were already gone for the whole next month. Today I was hover** over my computer before noon when they open** slots for the month of March. Their website kept crashing because of so many people on it. By the time I got through, I got several responses that the slot I tri** to get was full. (I have 20 screenshots documenting all of the error messages.) I also was trying to call them per their instructions and the phone was busy and the call would not go through -- about 20 tries there that I can show logg** on my phone. I did ultimately get two driving slots via the online method before everything was completely book** before 12:45 p.m., 45 minutes after they open** slots. Beyond the absolute insanity of me having to waste 50 minutes of my workday to try to sign up for lessons that I have already paid for in full and lessons that the state of ******** requires my son to take, I have 0 confidence that he will be able to complete the allott** lessons in the time frame allow**. I should be able to call and get these last six lessons sch**ul** now. Their system is unacceptable.

• Initial Complaint

  Date:12/05/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Top Driver fails to meet students needs by their instructors being lazy and not attempting to practice maneuverability with students during rain. They say that they take 10 business days to issue a certificate and dont utilize a disclaimer that they make up what days are business days for their business. IE they are closed the day after thanksgiving so thats not a business day to them. When you speak to customer service they refuse to assist you and meet your needs and refuse to allow you to speak to a supervisor.

  Business Response

  Date: 12/10/2024

  We have reviewed this customer's account and I have collected the below information from our Ohio General Manager.

  1. Customer paid $429 not $600 as they are refuting.
  2. **** gives a customer and a business 6 months to complete all required elements of training. In this customers circumstance, they would have been provided 6 months for the online course and 6 months to complete the 8 hours of BTWs.
  3. Customer completed/uploaded online cert of completion on 10.16.2024.
  4. Customer scheduled and completed all 8 hours of BTWs by 11.22.24.
  5. Maneuverability/cones practice is not required on EVERY ******* Top Driver goes up and above to try and practice at least 3 times, if not 4 times depending on weather and traffic conditions.
  6. Cert of completion was issued on 12/5/24 (see attached) the same day and within a couple hours as the customer call in/complaint.

  Top Driver nor any Top Driver representative involved has done anything below provide excellent service. 

• Initial Complaint

  Date:12/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We originally went to ******* Driving and they never provided services. Top Driver bought ******* unbeknownst to us. We then paid and went with Top Driver not realizing that they were Allstar and the same people. They took the money and never provided my son who is over 18, lessons. They have refused to schedule him. We are asking for our money back.

  Business Response

  Date: 12/04/2024

  After attempting to resolve issue with customer, it was determined that we would issue a refund due to the inability to come to an agreement. Refund receipt attached. 

• Initial Complaint

  Date:10/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid almost $600 for my son to receive and complete the in class work and 6 in car behind the wheel lessons required to receive his drivers license. He completed the in class lessons but still has to complete the 6 in car behind the wheel lessons. Only they have been impossible to schedule. I called to attempt to schedule some lessons in September and was told they were completely booked for all of September and all of October. And that schedule for November comes out on October 9 so to call or log onto the portal on October 9 and I could schedule two lessons for him for November. I called at 10:30 am on the 9th and was told for Waukegan the schedule doesnt come out until noon so to call back after 12 to schedule. I told her I go back to work at 12 but will call back when I get off and she said okay. I called a little after 4 on my way home from work and their automated system said they were closed. I logged on the portal just after 5 to try to schedule myself online and there was nothing available for November. I called their customer service back and left a voicemail stating this and that this was very frustrating cause I did as instructed and theres nothing available and the lady I spoke with in September told me if my son didnt complete all 6 by the end of February I would have to pay an additional $150 for him to receive the classes, even though theyre booked up and no way to schedule anything. I called back this morning (oct 10) and the lady told me everything for November booked up in less than an hour after they released the schedule at noon the previous day so theres nothing and I can try again next month the second Wednesday of November, to call or log on at exactly noon on that date and may be able to schedule something for him for December. I drive a school bus cant log on at exactly noon nor should have to just to have a chance at potentially scheduling a behind the wheel lessons for him. And want to charge me if all are not completed by Feb??

  Business Response

  Date: 10/16/2024

  We had an unexpected change in staffing which caused a shift in availability. Once parent reached out to make us aware of their issue, we worked with them to get 3 of their 6 lessons scheduled in October and November. They may reach out again in the future should they have issues scheduling their remaining lessons in December and beyond. 

• Initial Complaint

  Date:10/09/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid for in-car lessons and never received them. They are not issuing a refund, or providing the services we paid for.

  Business Response

  Date: 10/11/2024

  We have reviewed the student in questions, ******* **********, account. This a simple example of a student that did not complete their program within the six-month period that the state of **** allows. They originally enrolled for the online course with BTW back in November of 2022. They started the program, but never completed the online portion. The parent called and requested to transfer to in-person class back in February of 2024, after which they completed the in-person class and were given access on March 6th to start scheduling BTW. They never scheduled anything, and the six-month deadline has now come and gone. If they would like the student's account to be reinstated, there would be an additional fee. 

• Initial Complaint

  Date:10/03/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Registed for classes on 02/02/2024 for$585.00 Top Driver comitted to classroom instruction and 6 in-vehicle ******s. Top Driver has failed to provide scheduling for in-vehicle ******s. Lessons are made available on a single day of the month and booked almost in their entirety within an hour.Top Driver is clearly in-taking more students into classroom instruction then they can support for in-vehicle ******s. Reviews of Top Driver have demonstrated this is a known and ongoing issue that they have failed to resolve.Top Driver assessing an extension fee if ******s are completed within 9 months, yet it's nearly impossible to get a ****** at all.Top Driver needs to provide appropriate staffing to ensure all students are able to register for in-vehicles ****** with ease OR limit in classroom enrollment.

• Initial Complaint

  Date:06/27/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up on May 22nd, 2024 for my child to take drivers school at Top Driver, starting on August 18th, 2024. On June 27th, 2024, I called Top Driver asking to unenroll my child due to a scheduling conflict. I originally paid $685.00. ********* told me that she would be keeping $200.00 per the contract. I read her the contract which states: " Any class changes requested by a customer such as, but not limited to, transfers, changing start date and changing class time after the first day of the class session are subject to a $200 non-refundable fee." I am cancelling BEFORE the first day of class and should NOT be subjected to the $200 fee. She stayed silent for several minutes at which point I asked if she could respond to me. She responded by hanging up on me. I am requesting my child's cancellation from this class as well as a full, $685.00 refund.

  Business Response

  Date: 07/01/2024

  **************,

  We are very sorry that you had such an unpleasant interaction with a member of our **************** team (she is no longer with us).  The manager overheard your call and immediately followed up with you the next day to let you know that a full refund was approved.  ****** left another voice mail with you this morning when this complaint was received to let you know that the refund is in process and it can take up to 7-14 days to appear on your credit card statement.  

  Thank you very much for your understanding and we hope that ****** is able to find a provider that better meets her schedule. 

  Should you have any further questions please feel free to reach out to ****** or ****** at ***********************************.

  ********

   

  Customer Answer

  Date: 07/02/2024

   
  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

  Date:05/28/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Student drivers must have their permits for 9 months in order to get a license. We paid for a package of additional lessons with Top Driver teachers, but were unable to use them due to his intense school schedule. We intended to finish this summer - which would make sense with the 9 month requirement. Except, they want to charge us $150 extra for him to take his additional driving now. It's in there, we will pay it, fine. Except, they will NOT EVEN SCHEDULE HIM UNTIL SEPTEMBER OR OCTOBER in order to give priority to newly-enrolling students.They are holding his driver's license hostage and that's horrible.

  Business Response

  Date: 07/16/2024

  This account has been resolved as parent paid Reinstatement Fee that was incurred due to not completing program in contracted 9-month period (4/10/24). Once fee was paid, we assisted them in scheduling all of their remaining ******s. Their final ****** is currently scheduled for later this week.  

  Thank You,

  ***************************

  General Manager, Top Driver

• Initial Complaint

  Date:02/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $525 dollars for six driving sessions for an account I created. Later, after five sessions were completeled, I was cut out from having access to the account (I had previsously added a passcode to block third party scheduling). The final ****** was completed without my consent in conjunction with my account. I want to be refunded because it was 1) unethical for them to cut me out of my own account allowing my child to finish without my consent, and 2) the person who scheduled the class without my knowledge should cover the costs.

  Business Response

  Date: 07/16/2024

  Due to the sensitive nature of the information regarding this complaint, I am unable to leave much detail in this response. I can say, however, that this was resolved with the student and their legal guardian months ago and the complainant was legally restricted from access to this student's account. If there are any additional questions or concerns they may be emailed to me at ******************************************************. 

  Thank you,

  ***************************

  General Manager, Top Driver

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21283378
  
  I am rejecting this response because:  This matter has not been resolved legally by any means.  I should have never been restricted from my child's account.  My access was restricted and denied even though I paid for the account.  In addition, no other parties should have been permitted to access this account.   I am requesting that the company make this situation right by reaching out to me personally and by granting me full access to my daughter's account and fully restricting other parties.  I am still the legal guardian of my daughter and was when the account was created.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/16/2024

  Please direct any further inquiries from **************** to IL State Representative ***************** (information below). The student has completed their program and Top Driver wishes to have no further contact with this individual. 

  *****************
  State Representative, *************
  **************
  repjeddavis.com

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21283378
  
  I am rejecting this response because: Top Driver has failed to resolve the issue.

  Sincerely,
  
  *************************