ComplaintsforDefensive Driving.com

• Initial Complaint

  11/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Complaint: Two transactions on 2 Nov 2022 for $35 and $25 each. They advertise a video training course for $25 but charged $35 before starting the course, and they don't tell customers at the beginning of the course that they will charge another $25 to print the certificate at the end, or that they can put it in the mail for free. You would think the cost of the course would include a certificate download that the customer can print. At the end of the course, the information about the certificate 'free delivery' was not conspicuous. All I saw was a button for on-line printing. I thought I was giving my name and address in that area, and my credit card for the second time to get a certificate download and finalize the whole transaction. I was surprised when I saw the $25 on my credit card statement (they told me it was for the certificate download) as well as $35 for the advertised $25 course. Check the customer reviews...I'm not the only one complaining about this business deceptive practices. They, directly or indirectly, overcharged me by $35. I will be reporting this company to the Texas Department of Public Safety.

  Business response

  11/30/2022

  Good morning,

   

  Please see the attached response regarding BBB Complaint from Jose ****.

   

  Please advise if there are any questions or concerns.

   

  Thank you,

   

  Candice R.

  DefensiveDriving.com

  Customer response

  12/01/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  While I appreciate the $10 reimbursement for the course that was was supposed to be $25 and for which they charged me $35,  I do not accept it as  a "favor".    I reiterate the way this business advertises their course is confusing, if not deceptive.  The information they listed in their response to BBB was not up-front and conspicuous when I was shopping on-line prior to choos a company for this on line course. BBB does not have to take my word on this business reputation.  Just READ THE FEEDBACK from everyone else who has taken their time to provide feedback on their transaction experiences with this business. 

  Secondly,  I do not accept their response that the $25 printed certificate offering was not deceptive.   It was.    

  Thirdly, the business' statement that, "Mr. **** has not contacted DDO to discuss his orders", is absolutely false.     Yes, I did contact them by phone the minute I saw the overcharges on my on-line bank account statement.   It was then, based on their explanation, that I realized they overcharged me $10 for the  course and $25 for the certificate.    

  This business owes me $35, not $10.    If DDO can't return what they owe me, I rather prefer Better Business Bureau post my feedback as I originally wrote it in order to warn future customers.  I will also attempt to get my money back from my VISA credit card,  and I will record a complaint with the Texas Dept. of Public Safety for whatever that may be worth.

  Thank you, BBB, for intermediating in this matter. 

  V/R

  José ****

  
  

  
  

  Business response

  12/16/2022

  To Whom It May Concern,

   

  It remains that DefensiveDriving.com does provide pricing outside and before the registration process, however, to resolve this matter a credit will be issued for the Certificate of Completion download delivery. 
  

  Please advise if additional information is required.

   

  Thank you,

   

  Candice R.

  DefensiveDriving.com

  Customer response

  12/20/2022

  Better Business Bureau:

  
  I have reviewed the response made by the business in reference to complaint ID ******** and I reiterate that DefensiveDriving.com did not provide clear and conspicuous pricing before or at the end of the course for the electronic download of the Certificate of Completion.

  I, however, find that their resolution would be satisfactory to me AS LONG AS  the reimbursement for the "Certificate of Completion download delivery" is $25.  The business response did not mention the amount of the reimbursement they are willing to give me.  Again, it should be $25, and if that is the amount of the reimbursement, I would agree with the resolution.

  
  Thank you.
  

  Jose ****
  
  
   

  
  

  Business response

  01/10/2023

  Good morning,

   

  Mr. **** is clearly not reading the responses just as he did not read the website with advanced information of download costs. He was refunded $10 in the initial response and then $15 to make up the $25 E-delivery fee credit.  DefensiveDriving.com has over 65,000 students each year with less than 10 BBB complaints each year. The information is on the site and in the course. Mr. **** simply did not read the website, however, we have still obliged his inquiry.

  Please assist him with understanding his request has been filled.

   

  Thank you,

   

  Candice R. 

  DefensiveDriving.com

  Customer response

  01/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  What a nerve for these people to say that I am "clearly" not reading their responses just as I (supposedly) did not read their website's advanced information.  
  
  I must assume then, that  the MANY OTHER  dissatisfied customers who have complained to the BBB about their business deceitful practices are as blind as I am.  Check them out, I'm not making this up.
  
  The business is right when they say they refunded me $15 "to make up" the $25 E-delivery fee credit. However, if you do the math,  THAT MEANS THEY ARE STILL SHORT $10.   THEY STILL OWE ME $10 DIFFERENCE. They had charged me $25 for the certificate download  through obscure, inconspicuous and poor information.   Had they been upfront, direct and clear, I would have opted for the free delivery by mail, not the electronic download.  The only way I want them to "make up" what they did, is by refunding me the full $25.
  
  
  Regards,
  
  
   Jose ****
  

*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. ↩