Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:31/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I registered for *******'s Driver Training course February 2020. I completed the in-class lessons then everything was shut down due to covid for 5 months. Upon reopening in August 2020 I contacted ******* via text to begin in-car lessons. He stated he was backlogged so I waited my turn and took two of the ten lessons in November 2020. December brought inclement weather, Christmas and another 7 month shut down. When I contacted ******* in August of 2021 he said he was back doing in-car lessons but was struggling with the passing of his daughter. He did not contact me after that. I reached out in December of 2021, again requesting to continue, and he said he was not doing in-car lessons until the new year due to health issues. January 2022 brought the third brief shut down. I tried again April 2022 with no response from ******* until an email April 29 2022 informing me that my time was up, that the *** allows a 6 month extension only (which would have taken place during the 7 month shut down) I have repeatedly tried contacting ******* with no response and have continually received the brush off .According to the *** I have until the end of this year to complete the course but ******* is not honouring that. At this time I am requesting reimbursement for my remaining 8 in-car lessons.

  Business Response

  Date: 13/06/2022

  Complaint ID ********
  
  This complainant registered for our February 2020 program and completed the in-class portion. Driving schools faced government mandated shutdown from March 23, 2020, to July 26, 2020, December 26, 2020 to March 8, 2020, April 1, 2021 to June 30, 2021, and again January 5, 2022 to January 31, 2022. A total of 313 days of Covid shutdown. Even with the pandemic she had more than sufficient time (414 days of 731 - Feb. 22, 2020 -Feb. 22, 2022) to complete the program, where many others completed their program during this same time period.
  With her working fulltime (daycare) and the backlog in lesson time due to the pandemic, we were able to schedule two lessons - November 11th and November 26th, 2020. This individual had not done any driving prior to her first lesson and is a very nervous driver and she did not get any practice between lessons which is highly recommended to help gain experience and confidence. We were then into the winter season and started to encounter some inclement weather - which she indicated she did not want to drive in, (only wanted to drive in good weather conditions) which she has referenced to in her complaint and text message received. Many months would go by without hearing from the complainant. It is clearly outlined on our website within the “Driver Training Program” and “SCHEDULE & REGISTRATIONS” pages “That students are solely responsible for contacting and communicating with the instructor for scheduling all in-car lessons”.
  She did reach out December 15, 2021, to do lessons between December 27th and 31st during Christmas holidays, again stating weather permitting. Very difficult to schedule around weather conditions when scheduling is approximately two weeks in advance.
  Complainant has indicated she has repeatedly tried making contact when in fact text message were received April 5, 2022, and April 18, 2022, April 28, 2022, which an email response was sent April 29 advising that she was well past her completion date. There were eight other enrollments who attended the same class as her that did complete the program within the time period who drove through out the winter season who were newbies  as well, when she chose not too.
  The Ministry of Transportation Beginner Driver Education Program Guidelines section 3.1.9 and 4.1.6 indicates in-class and in-car instruction to end no more than one (1) year from the start of the BDE Course instruction which is also our Policy and most other driving schools as well. Enrollments are made aware of this as stated numerous times within the website. This guideline is clearly outlined on the website on our Programs, Driver Training Program and Schedule and Registration pages. When she hit the “Register Now” button she affirmed and endorsed acknowledgement that she “Understood and confirmed she read and understood the information contained within the “Driver Training Program “page” That I am aware that All Components of the Program must be completed within one year from the course start date” by her submission of sending her registration. This guideline is also once again informed and discussed in great length on first day of in-class instruction.
  On June 3rd I received a call and was informed of a complaint filed with the *** from the complainant. During this first initial call of contact from the ***, I was informed of their extension until December of 2022.  We also discussed DDT policy’s as well.  After conversations with the *** where it was expressed, the resolution was solely my decision, as we had not violated any *** policies, I had decided on behalf of my business reputation to offer her a prorated refund of her remaining lessons as she requested, even when it is outlined on our website that there is “No Refunds, Absolutely No Exceptions”. The *** said that she could be transferred to another *** Approved Driving School if she wishes to complete her program.
  Before we had an opportunity to resolve either issue (BBB and ***) with a resolution, she has attempted to post comments on my review section of my website and on June 5th she posted and advised people to share her complaint on social media (Facebook) and many of her friends have shared it. She has sent me notification June 8th indicating she is filing a complaint with the Ministry of Government and Consumer Services, also have been informed of her intention to go to the newspaper, before given the option to respond and resolve this complaint.
  The complainant lives across the street from the high school - the pickup location of 99% of my clients. I had noticed she would be in her backyard with children, when she’d see my car approaching, she would quickly grab her phone and stand near the road taking pictures/videos or simulating she was as we passed by, intimidating and harassing my clients as well as myself.  My students also noticed and witnessed her behavior.
  With serious consideration of her behavior, I have decided to not issue the refund as I don’t deem it necessary or warrant it appropriate to reward someone for such behavior.
  The *** was advised of this decision on June 7th during a phone conversation.
  

  Customer Answer

  Date: 15/06/2022

  
  Complaint: ********
  
  I am rejecting this response because: Lies. ******l had the entire month of May 2022 to respond to my request for reimbursement and had no intention of refunding my money which is why further action was taken. I have every right to post a review on my own facebook. I did contact ******l to schedule lessons and repeatedly was put off at least 5 times. After the first reopening in August of 2021 I told ******l I had every Wednesday and Friday available and to schedule me for any of those days, not once did he do it. I understand it is up to the student to ask to be scheduled but there isn't much I can do if he just doesn't schedule me or says he is booked up or having health issues etc. etc. I am done with ******l. He runs a terrible business with fake reviews on his website. The majority of the comments on my facebook posts are from fake profiles, I believe done by ******l and his office administrator because the same people were the ones leaving comments on his own facebook business page that has since been removed but I have screen shots of everything to prove it. He runs a very fishy business. I am not impressed with him at all.
  
  Sincerely, ****** **********