ComplaintsforCrash Course Driver Education Center LLC

• Initial Complaint

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had purchased a nearly $600 adult driving package. After several months being "booked up," I didn't get my first ****** till nearly a year later. My first ****** was an actual travesty with driver ****** being on his phone the entire time. Along with this, I mentioned that, as a first-time driver, I was hoping to be able to focus on the road and not be distracted with him continuously asking me questions I did not feel comfortable answering. Working in healthcare, I was getting exposed to COVID-19 nearly weekly. When I got an exposure notification from my place of employment, I was advised to stay out of contact with people. I called to pause my ******s until things calmed down. I was under impression everything was settled. When I wrote in to schedule a ******, I was told I owed cancellation fees for the ******s I had paused in advance. I spoke to someone named *** who was extremely rude and after a total of 20 phone calls, I was given the choice to pay $150 or lose on $598. I paid the fees, which was quite unethical, given the current status of the economy and the countless other bills I am responsible for. Interesting enough, as quick as they were to take my money, I was told a ****** was not available until a month and a half later. At my next ******, ****** was again preoccupied with his phone, and I felt completely uncared for and unsafe on the road. The next ****** was no better with the woman literally being on her phone not seeing that I was doing correct things, such as checking my blind spot and snapped on me multiple times. This is literally the worst experience I have ever had with a service/company. I will not be getting my last ****** or practice road test because according to ***, I should have planned that my grandmother was going to die. I want my refund/partial refund from this company and will also be reporting to the ********* DOT.

  Business response

  11/28/2022

  We  have been in contact with her regarding her driving ******s and our cancellation policy since the very beginning. We have accommodated and made multiple exceptions for ******* but she continues to book driving ******s and cancel the day of which is against our policy. The only reason it has taken her so long to complete her driving package is her initially pausing her ******s for over 5 months, she also has a very demanding work schedule of 6 days per week with most days being 12 hour shifts. Nonetheless my team went above and beyond what was necessary  to book her driving times ( we literally had her email us her work schedule to try and find a time that would work for her )  On her last scheduled ****** she called at 9am and cancelled the day of and we informed her if we could fine another student to take her 1pm driving time we would waive the fee (considering we have already waived a no show fee in the past for her), unfortunately we did not find a student to take the time.  

  Customer response

  11/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Interestingly enough, they did not accommodate my schedule at all and I had to leave work early to make the ******s making me miss out on hours. I called the day of as well as the day before (day before was a Sunday and they were closed thus they are not honoring their own policy and I find it very humorous) as I was in the hospital with my grandmother who was dying. They are refusing to give me my last ****** until another $50 fee ( which is not warranted) is paid and I will continue to pursue a refund as they are not honoring the contract 
  
  Regards,
  
  *****************************

• Initial Complaint

  07/30/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a driving pkg for $589 of driving lessons for my daughter this included 8 hours of drive time and a car to use for the scheduled driving test on 8/5/2021 at 10:50am, this information was given to Jasmine on6/14.On her last session 7/26 my daugher was told that her test date/time wasn't in their system, they would double check and call. They did not call and My daughter called today 7/30 and was told she could reschedule her test, (the DMV is 6 weeks behind) but since it's not in their system, they won't honor this. I called and explained that was the reason I chose them was for the test service that was offered and asked them to honor this. They said they could not, I then asked for a refund, as I didn't receive the full service of what I pd for. I have less than 1 week to find a car and get her used to driving it for her test which will cost me more money to do this. She stated that because the service for the test "free" I am not entitled to a refund.

  Business response

  07/31/2021

  Unfortunately we were not notified of her road test till 07/27 . On such short notice we were not able to find a staff member with the availability needed. We will not offer a refund considering your daughter completed all 8 hours of driving and that the road test vehicle use is complimentary to select students who pass there practice road test with us. 
  

  We understand the need for a road test vehicle and please know we tried extremely hard to find someone who could squeeze her in on such short notice. Please know that if your daughter does want to reschedule or does not pass a road test on 8/5 she can give us a call to coordinate a new date with vehicle use. 
  

   

  Customer response

  08/03/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Please see attached document.
  
  Regards,
  
  ***** *********

  Business response

  08/03/2021

  Again, we are not rejecting a request to provide a vehicle we would have to simply find a time that works for all involved parties. Even if a human error does happen that does not change the fact that we simply do not have anyone available that day to take your daughter out for a road test, i have checked all phone calls and recordings and still have no record of the road test being set up with us, in addition emails are sent regarding all appointments made on any student account there were none sent for a road test.  Lastly please review your contract agreement terms and conditions where it clearly states "Free Road Test Vehicle Offer is only included if you receive primary instructors permission" however this is a non issue as your daughter  has primary instructor approval. We still will provide services for the  road test till contract expiration. If you would like to set up a test date that works for everyone please give us a call at 4142558700.  

  Customer response

  08/06/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I would appreciate it if the call recordings could be shared.  Specifically the June 14, 2021 and the call that was made after June 20, 2021 with my daughter when the lessons were set up. Either way, this has been an extremely frustrating experience.  I began this follow-up with Crash Course requesting the scheduled road test be honored, I then requested a refund, and finally an adjustment.  I am willing to work out a satisfactory agreement for both parties.  I am not receiving the same courtesy.  The fact that there is no attempt to correct this on the companie's side is frustrating and not the actions of a reputable company.  The only suggestion/remedy I received from the company was for a schedule change on my end.  The road test for my daughter was scheduled witth the DMV in early June, we took the first available apt at the time.  They were booked for more than 6 weeks out, this was not an acceptable option/remedy. 
  
  
  Regards,
  
  ***** *********

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