ComplaintsforArcade Drivers School

• Initial Complaint

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We moved from MA to ** in January. My daughter only needed some practice driving ******s behind wheel to practice for ********* driver's test. In March 2023 my daughter had two good driving ******s with *********************** at the Arcade Driving School. So, in an effort to save money I purchased 5 ****** package. My daughter used one of them. Then she was sexually assaulted and was not able to go to school nor function with everyday situations for more than 3 months. ***** was kind and cancelled our 2 previously scheduled ******s - and said for us to let her know if and when Summyr could take a ****** again. I have left messages with ******* at Arcade Driving school letting her know the situation and asking for a refund of the remaining four ******s of the package. I paid $295 for five. Summyr used one and than had to cancel another one short notice shortly after assault. I knew at the time in April that there was probably no way we were going to use these ******s and called to explain our circumstances. ******* did not return my calls. ***** reached out to check on my child on occasion. My child did not attend more than 8 days of school in two months during the hardest part of the healing. After failing the test two times, she was finally able to pass. It's August now, I have not heard back from *******. I called her today to ask her to please refund the remaining ******s because the reason we got them is past. ***** had cancelled the ******s from her end so that we would not be charged because she understood our situation. ******* said she had a daughter that was sexually assaulted, too, and because she thinks my situation is like hers, she will NOT make any exceptions, will NOT refund me for any of the ******s and will take my money of $180 in unused driving ****** credits, PLUS charge me for the missed ****** $60 that ***** cancelled herself so we would not be charged. I demand refund $180 for 3 unused ******s. I accept paying for short-notice cancelled ******.

  Business response

  08/17/2023

  On March 31,2023, ************ enrolled her daughter for 1 driving *******  Upon this enrollment, ************ was emailed a copy of all of our terms and conditions which outline our refund policy.  "There are no refunds as long as the school is ready, willing, and able to fulfill their part of the agreement.". This was emailed to ************ at *******************.

  On April 4, 2023, **************** daughter completed the 1 hour driving instruction.  On April 12, 2023, ************ enrolled and purchased an 5 hour driving package for her daughter.  Her daughter has completed 2 of the 5 hours purchased.  She completed those two ******s on April 16 and April 27, 2023. A screenshot of her appointment record is attached.  She was also scheduled for appointments on May 7, May 15, and May 22.  

  On May 7, 2023 and May 15, 2023, we did not receive the proper cancellation for those appointments which is also indicated on her Terms and Conditions. She also received text message and email reminders for the May 7 and May 15 appointments 48 hours before.  She did not contact our office to cancel either appointment.  Typically, there is a $40 fee added to a students account when they do not show up for appointments or cancel on the same day. 

  ************ often refers to contacting our office to explain situations and/or leave message for ******.  I have completed reviewed her daughters account and were no notes added to her daughters account indicating that ************ contacted us at anytime to discuss the situation further.  The first note added to her daughters account was on May 18 stating the instructor stated the appointment for May 22 should be canceled due to emotional issues the student is suffering from.  We canceled that appointment because we were made aware.  Unfortunately, ************ is not being truthful in her depiction of contacting our office on numerous occasions to discuss this situation.  ***** to this complaint, no one in our office was aware of the situation with her daughter.  In addition, if she had called and was unable to reach ******, ****** has a supervisor and at no time did I ever receive a message to contact this parent either.  

  When ************ contacted our office for what I believe is the first time on Monday, August 14, 2023, she explained the situation her daughter had suffered to ******.  I was present during the entire conversation and ****** was never unsympathetic or rude to her.  I would have stopped the conversation if I felt otherwise.  ************ explained to ****** that she could never understand what she is going through.  I *********************** say verbatim" Actually, I do understand exactly what you are going through and I'm sorry you daughter has had to go through this.".  ************ then explained she was out of work and needed this money despite our refund policy.  ****** agreed to credit her back for the 1 of the ******s which she would have taken on May 22, 2023, because we received a message from the teacher on May 18, 2023.  ****** credited her credit card for $59.00 on August 14, 2023. 

  As mentioned earlier, when an adult student does not provide the proper cancellation notice they are typically charged $40 for each same day or no show appointment or the student can forfeit the *******  With a 5 hour package, each ****** has a value of $59.00.  ************ has already been credited back $59 for 1 of the ******s.  However, if I were to credit her for the 2 appointments she cancelled on the same day that would only result in a credit of $118.00.  Not $180.  She took 2 ******s of the 5 hours and already received a credit back for the May 22 ****** not taken.  

  I have to pay **************** for her time she lost on May 7 and May 15.  I would be willing to cut the same day cancellation fee in half to $20 per same day cancellation so I can pay **************** for her lost time.  I will then be willing to credit ************ and additional $78 on top of the $59 she has already received. 

  To close, we cannot imagine the pain and suffering your child has been through.  No one should ever have to go through something like that.  However, you never asked to speak with a supervisor prior to Monday.  You should have contacted us in May to resolve the issue.  Despite our refund policy which she as made aware of, we are willing to credit the $78. 

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