ComplaintsforStevens Driving School, LLC

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stevens driving school offers all inclusive packages that teach new drivers what they need to know to pass the driving exam. My driving instructor taught me nothing but how to move the car forward for 7 classes, then during my very last class my instructor decides to begin on more in depth lessons. She then told me she doesn’t think o have learned enough to pass the exam, and tried to upsell me and force me to buy yet another package. I paid over $500 to do nothing but learn to drive forward and I was given a list of things that were included in my package that Stevens is now saying they do not recall giving me. I have talked to several people and each time there is a different answer, first they told me I would need to buy another packaged inorder to learn what should have already been included in my last one, then I was told inorder to get a refund I had to renew my permit….the 2 things have nothing to do with eachother so I assume they were stalling. And now they’re telling me I can take 2 classes for free but I do not trust them to teach me what I paid them over $500 to teach me in just 2 classes

  

  Business response

  10/03/2023

  Good Afternoon- Upon looking up ***** ******* account information with us she started with Stevens driving School in February of 2022. She did 4 lessons in which her last lesson was on 4/29/2022 and that was her lesson 4 of 7. She paid $485.00 for her lesson package, $35 for a No show (Which should have been $50). She no showed 2 lessons which she was supposed to be charged $50 for each of those and we only charged her $35 and let the other one slide. When a student No show's an instructor more than once we can dismiss them as a student but we still did not. Like I said her last lesson was in April of 2022 and she did not call to make a complaint until January of 2023 almost 8 months later. If she was not satisfied with our services then she should have asked for an instructor switch back in 2022 which she did not. She still has 2 lessons left from her original package which we told her she could finish even though she should technically be dismissed as a student with us. Yes renewing your permit does have something to do with it because we can not take students out driving without a valid NYS PERMIT which she does not have. It is against the law! She was told to renew her permit and then we could finish her lessons. We have another instructor Shaun in the area who can finish her. We will not be giving her anything more than the 2 lessons and the Road Test that she has remaining in her package.  She will not be getting a refund for anything either as we do not give them for a complaint 8 months after a student was last seen. Tabitha is an excellent  instructor. If you look up our reviews you will see that hers are outstanding and consistent with her students. If a student is not ready for a Road test it is the instructors job to let them know that, which Tabitha did, as it is not just about passing a Road Test but also about being safe on the road. Even if a student IS ready for a Road test there are no guarantees once the DMV Examiner gets in the car and our instructors get out. The NYS Road test is tough and if a student is not practicing outside of there lessons then they most likely will fail a Road Test ***** has had their permit since 2017 and still does not have a license. That tells me that there is not enough seriousness going into getting their license. When ***** stated that certain things were not taught it was most likely because she was not mastering the basic driving skills in order to move on to more difficult parts of learning how to drive. Like I said Tabitha's reviews speak for themselves. Also- Nobody can be forced to take more lessons, but if there are needed instructors let students know, Tabitha most likely told her to at least upgrade to a 10 lesson package which would have been $120 for 3 more lessons which is a savings of $90 when you upgrade from package to package. This is common especially if students have no one to practice with. They need to have realistic expectations of passing a NYS Road Test if they do not practice and have never driven before. Just because you show up in a Stevens car does not mean you will automatically pass your road test. I just want to be thorough. We are a very transparent company, we do not make promises we can't keep or guarantees. Thank You-Amy R******** (Senior Office Manager)

• Initial Complaint

  01/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In September 2021 I paid for a 7 lesson course for my son, **** ****** in cash to the instructor Tim K*****. During the first lesson Tim made my son feel stupid for his age & having never driven before. It was the last time this man made any attempt to teach my son. The West Seneca office never seems open when calling & they do not have an answering machine. I would like a refund of 6 lessons.

  

  Business response

  02/15/2022

  We are open Monday through Friday from 9:30-4:30 and our main office is actually located in West Seneca close to where the student resides. The student had 2 lessons, one on September 27th  and 1 on October 20th. Tim is an excellent instructor and has been with us for years, he would never make fun of a student as his second job is a bus driver and he drives Emotionally and Physically disabled kids. We would have switched her son's instructor if there was a personality conflict as once in a blue moon that can be an issue. I am beyond shocked at this as Tim gets word of mouth referrals from students and parents consistently. We will refund for 5 lessons. She paid $440, he took 2 lessons which are $65 each which takes off $130 so the refund going back to her will be $310. I will put this on my bosses desk today and it will be mailed in a check form to:

  
  

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

  
  

  Refunds are a 2-3 week process time. It will be mailed in a Stevens Driving School Envelope.

  Thank You- Amy R********- Senior Management 

  Customer response

  02/15/2022

  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. 
  
  Regards,
  ***** ******
  
  
  
  
  

• Initial Complaint

  12/21/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In the beginning of 2021, I had signed up for a 7 lesson course with Steven's Driving School. I was paired with an instructor and completed several lessons with them, however dealt with multiple cancellations from them and most within the same day of the lesson. The last lesson was scheduled for October 13th of which the instructor had cancelled 12 minutes prior to scheduled lesson. Two weeks went by and the instructor never called to reschedule, so I in turn called the school on the 26th of October and instead asked to be refunded for the remaining lessons. I told them I had no issue with either the instructor or the school and that the refund would work best for me at that time. They agreed and since I paid cash, were going to mail me a check in the remaining balance of $180. Four weeks passed and I received nothing in the mail, so I again called on the 29th of November to find out the situation. The receptionist was very nice and considerate and after investigating, found that the check had been drawn up, but had been sitting on the owner's desk for approval for those four weeks. She said he had been out of town lately on personal matters, but was back and she would bring it to his attention the following day. Two weeks passed and again, I had not received anything. So I called again on the 13th of December to find that it was still on the owner's desk. The receptionist, who again was very courteous, grabbed the check and said they would personally hand it to them the next day and get it mailed that week. Now another week has passed and I have not received any refund nor has the Driving school reached out to me. I am just seeking the refund for the remaining balance of courses I did not complete, in the agreed amount of $180.

  

  Business response

  12/21/2021

  Good Afternoon- The check was sent out yesterday 12/20/21. We sincerely apologize for the huge delay in the processing of this refund as it is true while management writes up the refund and the reasoning for it they are put on the Owners desk and yes he has been in and out of town during the entire holiday season. The Check # is ***** in the amount of $180.00 sent to ** ********* ****** ******* ** ***** and made out to Matt ********. Again we are really sorry for the delay and I would assume Mr. ******** will receive his check within 3-5 Business days. The envelope is labeled Stevens Driving School. Thank you-Amy-(management)

  Customer response

  12/22/2021

  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. I have received the refund from Steven's Driving school and thank them for their response. Thank you to the BBB for helping me achieve a solution to this issue. 
  
  Regards,
  
  **** ********
  
  
  
  
  

*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. ↩