Complaints

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a complaint against this same business recently. This business is almost IMPOSSIBLE to reach - only after numerous emails are sent and sometimes if able voicemails are left on their phone system (mailbox always seems FULL and can't even leave a message). I will maybe get an email and a rare phone call. This company NO CALL NO SHOWed on us for a scheduled driving appt. I called the numerous times and sent several emails regarding driving time scheduled - heard nothing - we went as scheduled and no one was there and no one showed up. The next day - Donna Reyes(sp?) called and stated she was operations manager and then blamed the driving instructor Teanna Hayes for not calling us to let us know about CX appt on us. Then Donna stated she had worked from home on the date of our CX appt - so I am wondering why she could not answer an email or make a phone call to let me know what was going on?? ( I have worked from home for years and have always had access to emails and voicemails - so where is your accountable as the operations manager??) Teanna Hayes - the driving instructor called me later that day - and blamed the office (Donna) for not giving her the correct contact information - then Teanna went on to say this company is a mess and that she had been shorted on her last pay check and it was Donna's fault but stated that Donna blamed her for her check being short. This company seems to be a joke. I am not sure they have actual full time employees - this company doesn't seem to operate effectively or efficiently. In review of the BBB page I see many complaints - I wish I had read before paying over $550 to a company that has ZERO customer service. I am now being CX again for my son's make-up appt from last week when the NO CALLED NO SHOWED his appt. They scheduled his make up appt for WEDS FEB 1st at 330pm. Now they are saying they are CX that appt and he will have to do his appt DURING SCHOOL HOURS or late in the evening (until after 9pm during the school week.

  Business response

  02/13/2023

  This customer has been taken care of. Thank You

• Initial Complaint

  05/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In January my daughter took the classroom portion of the drivers school. ***** warned us there was a 12 - 14 week wait for the drivers portion she does it in order students enroll in the class. There has been no communication from the school. They closed the classroom back in January. And voicemail is full. Is this business actually closed? Just want to schedule the drivers portion in the time frame that was promised.

  Business response

  05/06/2022

  PLEASE SEE THE ATTACHMENT OF THE TRAINING AGREEMENT BETWEEN ***** ******** OF SPRINGFIELD'S SCHOOL OF DRIVING, ****** ****(PARENT) AND ***** *******(STUDENT). . AS YOU CAN SEE, IT IS A 6 MONTH AGREEMENT WHICH IS ALSO EXPLAINED AT TIME OF SIGNING BY BOTH THE STUDENT AND THE PARENT. AS YOU CAN SEE, WE ARE STILL WITHIN OUR 6 MONTHS.
  

  WORDS USED AT TIME OF SIGNING IS "APPROXIMATELY 12-14 WEEKS. BUT THAT IT COULD BE MORE, COULD BE LESS"

  AS WITH ALL DRIVING SCHOOLS, THIS IS THE PANDEMIC RIPPLE EFFECT.

  PLUS, WE LOST A DRIVER IN JANUARY DUE TO COVID (SAMUEL BARNES)

  TRYING TO HIRE THESE DAYS IS OUT OF OUR CONTROL. THIS IS WHY YOU SEE "HELP WANTED" SIGNS IN ALMOST EVERY BUSINESS!
  

  Customer response

  05/06/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  The contract states “Student has 6 months.”Not that the business can take up to six months to schedule with driver.

  ***** admits to verbally giving another timeline of 12-14 weeks.  If we would have been told we would have to wait six months which puts us in timeline of vacation we have scheduled. Then we would have went to another school. 

  ***** gave an unreasonable timeline she couldn’t commit to. 
  I strongly believe ***** is going by permit expiration dates, instead of the date enrolled in school.  I thought it was odd she wrote down expiration dates.
  Also asked for vacation dates.
  
  And now I understand she’s really going to make us wait close to the 6 month range and then if we are unavailable to schedule she is going to keep our money. Because we didn’t schedule within that 6 month window. Seems like a scam.

  Website has false advertisement of 7 drivers. So it doesn’t appear to have such an employee shortage. 

  Finally ***** emailed back. Her response was she’s scheduling January students, but won’t schedule my daughter yet… Students are out of school May 20th. You would think scheduling would open up and you’d be able to get some driving dates scheduled. 

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

• Initial Complaint

  04/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed my son up for the 8 hr driving of his Driver’s Ed training & paid $350 in full, just to get him on the “List”. On 12/10/21, we were advised there was a 12-14 Week wait due to the COVID. Foregoing other schools with 2-3 Weeks SHORTER waits; the location was convenient & the add’l couple weeks would still allow him to test for his license right after turning 16 & avoid conflicts with Baseball. I waited until the end of week 14 before contacting. The website stated they had temp “Closed” & not accepting new students. The Facebook page was deleted & office message stated they were “short-staffed” & those on the list would be contacted when ready. I left a message and nearly 4 weeks passed with NO return phone call. To go elsewhere, required the original 24 hr Cert & could not get a response from SSD; leaving us to request and pay for the State of Ohio to re-issue. Current Investment: $815 - $350 SSD: Non-Responsive, $15 Cert Reissue, $450 New School - w/Availability On 4/3/22, the owner, texted me with a “Cancellation” & had a slot on Monday 4/4/22 for Mon, Thurs & Fri drives at 11 AM. I responded: with no communication, response to messages, a month beyond the stated timeframe, short notice & IMPOSSIBLE times DURING the School day; he will complete his driving hrs with another school this week. Her response was “ok, thank you”; no apology or acknowledgment of concern, providing “no service after the sale” & they got your money & will hide behind a “contract” & avoid refunds. Nice people, providing good instruction, do not circumvent poor customer service. Communication would have made a 100% difference here. Good business Ethic would and should result in honesty to the customer: Despite Contract Terms, overwhelming demand, inability to reasonably meet time frames, respond to messages, & communicate, you should extend the offer of a refund to go elsewhere, if available. BMVs are backlogged too, but at least you know your spot on the "list".

  Business response

  05/16/2022

  Without a student name, we cannot address this complaint against a 6 month contract. 
  Please state the student name and we will look it up. 
  Thank you. 

  Customer response

  05/26/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  The contract has no bearing on the lack of service provided.  You cannot hand someone a contract, collect in full, give them a time frame to expect to hear from you, and then ghost them without any communication when they contact you for a status on the "time frame" that has passed.  I fully understand your "contract" terms that you agree to complete training in 6 months; however, that works both ways in that my son also has to be available to complete that training when offered within 6 months.  At no time does the contract state that you are not responsible for providing communication or customer service, nor does it state that you must wait 6 months before the company has to respond to messages, everything is on the company's terms so customers just have to "wait it out" until you are ready to provide information. We made a commitment to you to pay you for services and you in turn, made a commitment to us to provide a service....there is nothing stated in the "contract" that your service; "customer service", is limited to "we take your money and you sit for up to 6 months because we can". All we wanted to know was "where" we were in the "list"; which should be a simple process of putting an appointment on a calendar in the "next available" slot.  Appointments can be adjusted due to circumstances; if someone cancels or doesn't complete their portion of training when called, you simply move the next person in line up, it's a rather simple organization skill.  I'm sure when you call for an appointment at the dentist they do not simply say "we'll put you on the list" and call you when we are ready; we have 12 months before your insurance renews so we have time".

  I completely expected the "contract says" response; however, for us, it's also about the service.  I pay attention to how businesses respect their customers and I want others to go into their next transaction with the understanding that if a business isn't ethical, they may want to reconsider - especially when payment in full is required up front. We would have gladly given you until May 6th (when the contract would have ended), all we needed was a response, a phone call, and/or an update when the original expected date was "missed" and I left a message requesting a status. You should not expect us to sit around for 3 months after the "expected" date and wonder what is happening.  I waited 3 weeks after that "expected" date before even calling for a status and 3 weeks later, still didn't hear back.  Why make my son wait longer than necessary when other schools were not having the same issues your business was having and not knowing how much longer we would be waiting?  My son's name is ****** ***** and his "contract" would have expired May 6, 2022.  We signed up 12/06/2021, you gave us a time frame of 12-14 weeks (Roughly March 6, 2022 @ 14 weeks).  I requested information about March 10, 2022.  March 29th, I reordered a copy of the Driver's Ed Cert because I did not hear back from you and could not reach you to get his original back. April 1, 2022, we called another school which set us up for after school hours immediately the following Monday April 4, 2022.  When I finally got a response from you on April 3, 2022, you contacted with times "during" school hours for 3 sessions April 4th, 7th, & 8th, which were not an option.  When the "contract" is all you can focus on and dismiss the concern for service; priorities are a little skewed.  
  
  Sincerely,
  **** *****

  Business response

  06/16/2022

  This person paid another company more than a year ago. We just purchased this company and did not receive any money from this parent. I will see if we even have a contract for this student.

  Customer response

  06/24/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  The payment was not over 12 month ago; it was 12/06/2021, which at the time I filed the complaint was just over 5 months from the time I made the payment.  I'm not surprised the Business was bought out, given the lack of service provided.  I hope the new owners will provide better service to the area.  As for the contract made with the *********** ****** ** *******; the only proof of payment is the attached check copy of the check cashed by the School on 12/09/2022.  

  I am guessing the new owners will be "held harmless" for the issues and damages of the company they purchased; which makes the complaint mute at this point.

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

  Business response

  07/11/2022

  This student is expired and we had nothing to do with this case. Thank You

  Customer response

  07/11/2022

  
  Better Business Bureau:
  
  This complaint was never against ******** ******* ******; this complaint was against the *********** ****** ** *******.  My son completed his driving with another ******** ******* location and received fantastic service!  Unfortunately, the poor service from *********** ****** ** ******* is being reflected onto *******. 

  I understand *********s reluctance to settle an issue from the business they bought out; however, the past couple responses should have included that "they bought out *********** ****** ** ******* and would not settle any issue occurred prior to their purchase" rather than the derogatory statements regarding records and payment.  While the chain of events is not satisfactory; I will accept the response under the circumstances in reference to complaint ID ********; at least consumers will read how the situation was handled by both current and prior business operations when making future choices.

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

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid for 8 hours of driving for my son at the end of November, 2021. To date, we have not been scheduled for that driving while friends of his registered after us and have completed the driving. There is NO communication from the business- just a voicemail and closed office.

  Business response

  03/25/2022

  This student, ***** ******** has been put on the driving schedule. He may not have been driven as soon as parent wanted, but within our 6 month agreement. 

*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. ↩