ComplaintsforTop Driver
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Complaint Details
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Initial Complaint
01/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We purchased a Gold plan Drivers ** ****** for our 15 year old. This is to include 8 hours of behind the wheel instruction. ******** requires Drivers ** ******s to be completed in 9 months, however, it is impossible to schedule a Behind the Wheel instruction appointment. Each month on the 15th, Top Driver opens up the Behind the Wheel Instruction appointments at midnight. If you arent online and arent the first to click on an appointment, you miss out and need to wait another month. We only know about this process through word of mouth in our community. We will miss the 9 month deadline to complete the ****** because Top Driver is unable to organize and execute a fair plan to schedule their customers for the required Behind the Wheel Instruction. We have reached out 7 times through phone, email and tried an online chat. We have yet to receive a call back. We are still unable to schedule our Behind the Wheel Instruction appointment.Business response
01/17/2022
Katie,
Would you please provide the name of your teen so that we can access their account and review their information?
Thank you very much,
Top Driver
Initial Complaint
12/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Top Driver has new rules that you can only schedule 2 "behind the wheel" driving sessions per month due to covid and labor shortages. However, you must schedule the sessions on the 15th of each month and it is 1st come, 1st serve and the new rule is that the ******s must now must be 15 days apart. It is IMPOSSIBLE to schedule these driving ******s and the state of ******** REQUIRES 6 hours to be eligible for your license. When I call to complain they extend my program free of charge to meet these requirements. This is not good enough! Why aren't the kids who are close to completion given preferential times for driving? Why can you only get 1 hour at a time? I have offered to travel to other towns to get the behind the wheel ******s but they refuse. I have been dealing with this since September and I have only been able to book 4 hours through February...ridiculous. If you sell a program and require 6hrs for each kid then you need to be able to provide those hours in a timely manner. And I shouldn't have to be in an online race to secure driving time that I have already paid for in advance. We paid $600 for an online, self-paced class (granted due to Covid) that has offered very little value and zero involvement from Top Driver. I would like to see them at least give us the 2 ******s a month. So far, they only gave us one ****** in December & one in February and there was zero availability in November. Totally unacceptable.Business response
12/20/2021
We had many available in-vehicle hours throughout the summer and unfortunately students did not sign up thus we have a crunch right now with those students now trying to sign up for their driving ******s along with the current students. The student in question here had their permit since March however it does not appear they tried to sign up for a ****** until September. Students certainly are able to do their drives at any of our classroom locations and there was availability at our nearby facilities.
Once contacted by the parent in October (the student's original Completion Deadline) we extended their deadline and waived the Reinstatement Fee in November. It appears the student has completed one drive, has 3 scheduled and need 2 more ******s prior to their new April deadline. We have recently changed how we will be scheduling ******s and there should no longer be any system issues going forward since the scheduling will be spread out over three days depending on the student's classroom location.
Customer response
12/30/2021
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,
***************************
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Customer Complaints Summary
43 total complaints in the last 3 years.
7 complaints closed in the last 12 months.