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:07/08/2024

  Type:Order 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 signed up for two highway lessons with this driving school that I no longer wish to pursue.The reason for that is that my previous instructor had a previous emergency to attend and had to cancel both of my sessions in June.These sessions amounted to about $130 a piece - $260 in total just about.Over the course of a week+ they have tried to accommodate other instructors they could not find, but I also no longer wanted as I have gotten more familiar driving in my area and my car.They want to move my sessions to potentially weekdays and those do not work with my schedule since I work from home and total time away from my desk would be over 2 hours and I cannot afford that. **** mentioned he would acknowledge my refund.I am being told it is being given to me as a credit, and I have no use for their services anymore.Can you get me my refund?

  Business Response

  Date: 07/08/2024

  STUDENT PURCHASED 2 HIGHWAY LESSONS. STUDENT IS BOOKED FOR BOTH HIGHWAY LESSONS ON THE WEEKENDS AS HE REQUESTED. 08/18 SUNDAY 1230 AND SUNDAY 8/25 1230PM. STUDENT IS NOT ENTITLED TO A REFUND AS THE SIGNED REFUND POLICY THAT STATES  THERE IS NO REFUND ONCE THE SERVICE IS  RESERVED ON THE SCHEDULE. OFFICE DID REACH OUT TO STUDENT AND OFFER AN EARLIER APPOINTMENT DURING THE ***** BUT HE DECLINED IT. WE DID TELL THE STUDENT WE WOULD CONTINUE TO OFFER EARLIER APPOINTMENTS AS THEY BECOME AVAILABLE ON THE WEEKENDS. STUDENT HAS THE OPTION TO CANCEL THE CURRENT SCHEDULE IF HE CHOOSES TO AND CAN TRANSFER ANY MONEY PAID TO ANOTHER PERSON.I HAVE PROVIDED SIGNED CONTRACT AND UPCOMING APPOINTMENT HISTORY

• Initial Complaint

  Date:03/27/2024

  Type:Product 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.

  On March 1, 2024 I purchased a 5 ****** package for my daughter from Island Driving School. Before purchasing the package I spoke with an employee who advised that she would be scheduled within 2 weeks. After making the purchase I called the school as paperwork needed to be signed. After submitting all paperwork, I was advised that the earliest for a ****** was April 1 and that someone would call soon to book the dates and times. As the weeks went by, I kept calling as no one had called to schedule. I was told a scheduler would call back ASAP but never received a call back. Finally today I called and requested a refund. A young man, who would not reveal his name called me back and said that we were not eligible for a refund as my daughter was now on the schedule for May 28th. These dates do not work. I asked to speak to the owner, and was advised that he did not know the owner's name and gave me a random email to email to voice my concerns. I still have not heard back. In my opinion, it is absurd for a company to take your money online then never provide the service and refuse a refund. Plus, they keep 10% if you do request a refund. They never called to confirm if the dates were ok for her and if you cancel they charge you a fee. This is insane. This company is shady, you can't get anyone to call you back and they keep your money.

  Business Response

  Date: 03/27/2024

  STUDENT AND MOTHER PURCHASED A 5 ****** BASIC ON THEIR OWN FROM OUR WEBSITE EARLIER THIS MONTH- MARCH 2024. I REVIEWED ALL CALL RECORDINGS WITH THIS STUDENT AND THE REPRESENATIVE NEVER SAID THE SCHEDULE WOULD START IN 2 WEEKS BUT THAT THE SCHEDULE WOULD BE *****ED TO HER IN 2 WEEKS. THERE WAS NO MISREPRESENTATIONS.EACH STUDENT GETS BOOKED IN THE ***** THEY PAY.  STUDENT AND MOTHER(******) SIGNED THE ***** AND CONDITIONS AND CONTRACT. THE CONTRACT STATES THERE ARE NO REFUNDS ONCE THE PACKAGE IS BOOKED. THE CONTRACT ALSO STATED THE TIMEFRAME FOR ******S AS WELL AS THE WEBSITE. STUDENT PROVIDED HER AVAILABILITY FOR ******S.  THE ******S WERE BOOKED AND PROVIDED TO THE STUDENT BY ***** AND THE MOTHER(******) BY PHONE. ****** THE MOTHER CALLED YESTERDAY AND WAS NOT HAPPY WITH THE DATES BOOKED AND ASKED TO SPEAK TO A MANAGER. PER THE CALL RECORDING YESTERDAY @ 1:32PM WITH THE MOTHER THE REPRESENTAVIE DID GIVE THE MANAGERS NAME AND ****** THE MOTHER DID ADDRESS THE ***** TO THAT PERSON. AFTER CONTACTING MANAGEMENT YESTERDAY, THE SCHOOL OFFERED TO MOVE ALL THE ******S TO EARLIER DATES, HOWEVER THERE WAS NO RESPONSE. I HAVE PROVIDED THE SIGNED CONTRACT BY THE STUDENT AND MOTHER, APPOINTMENT HISTORY AND ***** COORESPINDENCE WITH MANAGEMENT FROM YESTERDAY. 

• Initial Complaint

  Date:10/05/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 contacted island driving school to schedule driving classes for my child on June 22, 2023. I called them numerous times to schedule and was told each time that my child just had to wait. After patiently waiting over a month. I requested to cancel services via phone. I was informed that cancelation is not an option and I just had to wait until they had availability since their company is busy with many students or I had to get a credit that I could transfer to another person. I do not feel that either option is appropriate as I paid for a 3 class service and received nothing. I was told there was no schedule date available and I would just have to wait. After I reached out to my bank regarding disputing island driving school their company oddly emailed my child on August 8th at 4:58pm and told him that he could now have a class. But he would have to wait until Wednesday, October 11th from 11:30 AM to 12:30 for class one of three. Class 2, and class 3 have no date scheduled. That is unacceptable and unprofessional to make a person wait months for service since the company booked too many students and can't keep up. I am requesting to cancel the account and be refunded as we recently moved out of state after waiting 4 months for island driving and can no longer use classes in NY. The company should not have taken my money if they have no availability to provide the service in a timely manner.

  Business Response

  Date: 10/05/2023

  Student mother purchased a package on 06/22/2023 as a websale on her own using our website. Student then transferred the package to her son. The student completed the 5 hour class on 07/5/23 and picked up the completion certificate on 07/17/2023. The driving lessons were all booked and the student was notified verbally and by email on 07/06/23 and again on 08/08/2023. The contract that both the student and mother signed states there are no refunds once the package is started or booked. Transfer or credit only. Student then disputed with their credit card company on 09/08/23 and the credit card company informed us that the determination was in our favor. I have attached the signed credit card, authorization form, 5 hour completion certificate and signed contract of services. 

  Customer Answer

  Date: 10/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here] Yes

  1. Please provide proof I signed and sent you this form agreeing to these terms. 

  2. What are the 3 scheduled dates and times you have scheduled in the system for the 3 driving classes?

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 11/08/2023

  We did not lie. We are providing proof of documentation that the student was told of these lessons. All the lessons were scheduled for October. You did not need to wait years. The email log shows that the emails were opened.It is tracked by IP. The student is not a minor as he is 18 years old and will turn 19 on 11/12/2023. The email confirmations are sent to the email listed on the account. If you wanted to change the email we can absolutely do that. We cant change an email without request from the student. We have not heard from either party since the dispute. We can rebook the lessons and you can use your credit. Please call ************ and we will assist you. 

  Customer Answer

  Date: 11/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  I would like to transfer my credit to my brother. Please confirm he can use the credit. And the amount of the credit. And the deadline. He has a valid ** permit but has not taken the 5 hour class.  He would like to use part of the credit for the 5 hour class. When I called the company a lady named ******** said it was ok for him but I would like confirmation please.
  
   
  
  

• Initial Complaint

  Date:10/02/2023

  Type:Product 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.

  Hello, my name is ****. I recently signed up for driving lessons along with my husband on 8/5/23. I spoke to representatives that assured me that as long as I cancel within 24 hours of our lessons starting then a refund will be provided. Initially, I was told by the company they would reach out to me for available dates for the lessons to start. After not hearing from them, I logged into my account, and realized they had put my email in incorrectly. I emailed them and they said the lessons would be in October, two months after we signed up. They had not made us aware that it would take this long for our lessons to start. During that time, I found out I was pregnant, and unfortunately have been experiencing complications since. My husband wanted to look into renting a car for easier travel, and had a friend help him learn how to drive, and was able to pass his road test. I reached out to the company through their online account on 9/20 to cancel and for a refund. When I received no response, I called and a woman on the phone gave me an alternative email for billing. I sent an email to billing on 9/25, and they stated that I could not get a refund, I can either transfer to someone else, or wait until after my pregnancy to use it. Through the portal, I realized they sent 5 emails indicating I was canceling my lessons to the wrong email. I emailed them through my correct email with the attached contracts, indicating that I can cancel up to 24 hours, and I am being offered no explanation only that I am not eligible. I am extremely stressed, and with a high-risk pregnancy, am not well enough to start driving lessons, and my husband no longer needs it. I wanted to use this money to be able to save up for a car, and I dont know what to do anymore. I feel taken advantage of, disappointed in their service, with people on the phone telling me one thing and the reality of fine print being another. Please let me know if you can help us, it would mean so much. Thank you!

  Business Response

  Date: 10/02/2023

  Both students purchased a package in office on 08/5/23. Both students signed the contract which states there are no refunds once the package is booked or started. Both packages were booked in August and both students were notified. The refund policy is different then the cancellation policy as is states in the terms and conditions that both students agreed to. The cancellation policy has to do with cancelling a ****** and giving 24 hour notice. If the student cancels a scheduled ****** and gives 24 hour notice the credit would go back into their students account and the ****** can be rebooked.  on 09/25 the student asked for a refund and I told the student we cant refund based on the refund policy but we could extend the package passed the year since she is high risk. This way she can use the credit at a later date and time. The student declined. The second option was to transfer to a friend or family member. I have reviewed the call recordings and they did not state you can have a refund, they stated you must cancel within 24 hours if you cant make a scheduled ******.  I will be more then happy to send over those call recordings at the bbb request. I have attached both signed contracts and terms and conditions. 

  Customer Answer

  Date: 10/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  Thank you for your reply, 
  
  
  The day my husband and I went to book our lessons-we were not told that there couldnt be a refund. We were told that we can cancel as long as it was 24 hours before lessons started, and the woman we spoke to underlined the words 24 hours as reinforcement so that we would not forget. When I called the office, the woman there told me to email the billing department in regards to the refund I was mentioning, and did not say we could not get a refund. Lessons should be starting in October and I made sure to email way before then to let the company know I needed to cancel because of the circumstances that were happening. I am a high risk pregnancy and I cannot drive, and my husband has already received his license in preparation of ********************** me to my many appointments. This whole ordeal has been truly stressful, and my husband and I are in need of our money to be able to help us save and get a car to help us through this. Island Driving is withholding our money for services we did not use and are not planning to use, and instead need to put towards something important for our family. 
  
  
  I am again requesting a full refund to aid us in our situation. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 10/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   The day my husband and I went to book our lessons-we were not told that there couldnt be a refund. We were told that we can cancel as long as it was 24 hours before lessons started, and the woman we spoke to underlined the words 24 hours as reinforcement so that we would not forget. When I called the office, the woman there told me to email the billing department in regards to the refund I was mentioning, and did not say we could not get a refund. Lessons should be starting in October and I made sure to email way before then to let the company know I needed to cancel because of the circumstances that were happening. I am a high risk pregnancy and I cannot drive, and my husband has already received his license in preparation of ********************** me to my many appointments. This whole ordeal has been truly stressful, and my husband and I are in need of our money to be able to help us save and get a car to help us through this. Island Driving is withholding our money for services we did not use and are not planning to use, and instead need to put towards something important for our family. 
  
  
  I am again requesting a full refund to aid us in our situation. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 03/29/2024

  Both students purchased a package in office on 08/5/23. Both students signed the contract which states there are no refunds once the package is booked or started. Student was well aware of the policy at signup. Both packages were booked in August and both students were notified. The refund policy is different then the cancellation policy as is states in the terms and conditions that both students agreed to. The cancellation policy has to do with cancelling a ****** and giving 24 hour notice. If the student cancels a scheduled ****** and gives 24 hour notice the credit would go back into their students account and the ****** can be rebooked.  on 09/25 the student asked for a refund and I told the student we cant refund based on the refund policy but we could extend the package passed the year since she is high risk. This way she can use the credit at a later date and time. The student declined. The second option was to transfer to a friend or family member. I have reviewed the call recordings and they did not state you can have a refund, they stated you must cancel within 24 hours if you cant make a scheduled ******.  I will be more then happy to send over those call recordings at the bbb request. I have attached both signed contracts and terms and conditions again.

• Initial Complaint

  Date:09/25/2023

  Type:Product 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.

  In the beginning of July 2023, I paid $426 to Island Driving School hoping to get 3 driving lessons and use of a vehicle during a road test. The school told me they would get back to me with a schedule which they never provided. I called repeatedly until they responded in mid September with a schedule of lessons for the end of November. I requested a refund and they refused to honor this. I have a receipt for this purchase and would like to be reimbursed due to the service not being provided

  Business Response

  Date: 09/26/2023

  Student purchased platinum package on 7/21/23. Student paid a total of ******. Student provided very limited availability. The lessons were booked and the information was provided to the student by email and verbally . On 8/21 student asked for a refund and we explained based on our refund policy that you signed there is no refund , credit or transfer only. I have provided the receipt because the student has stated a higher amount then she actually did pay . The receipt will show the students signature. I have also provided the signed terms and conditions which states there are no refunds once the package is booked or started. Credit or transfer only.  Please note : documentation sent over by the consumer Also states our refund policy and what she paid. Student was fully aware

• Initial Complaint

  Date:06/12/2023

  Type:Billing 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.

  June 10th 2023 I paid for a 5 hour driving class that would take place June 11th, and never received a link to join via computer. When I was able to reach the company after them being closed for the weekend they stated that I should pay for the class again and receive a "special link." Even though a representative confirmed with me that I inputted the correct information, they didn't own up to their mistakes of never sending me the email. I recently had to get a new bank account to prevent anymore fraud.

  Business Response

  Date: 06/27/2023

  Student created a student account on own through our website and purchased a 5 hour class on 6/9/23. Student entered all contact information when creating the account . Student scheduled the class for 6/11 at 10am. On 6/10 at 729pm we emailed over the zoom link for the class as the class is done remotely from the students home . On the day of the scheduled class after the class was closed and after the link was sent student logged into her account and requested to change her email address from ************************ to *************************.  At the time she logged in to change her email The link was already in her account from the night before . She had full access to the link as the can view all emailed zoom links through their account . Student was a no show for the class and as per the policy she agreed to , there are no refunds once this service is booked or started . If you dont show or you are late you will be charged in full for the class.  I have provided all signed policies and the link we sent her for her class which included all details .

  Customer Answer

  Date: 06/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  This company is a scam and the photo looks like photoshop. The fact that my response on here conceals my identification and you air out my name further proves you have no integrity.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:06/07/2023

  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.

  Transaction: $331.20 Date: April 15, 2023 Item: 3 ****** Bundle Package This business has retaliated against me by deleting my account and not allowing me to redeem anything I have purchased due to opening a credit card dispute against them. They cheated me out of my money. I signed up for the 5- Hour pre-licensing course on a Saturday for the class at 10am on Sunday. I was emailed saying theyd send me a zoom link, which I never got. Office closed at 3pm on Saturday so I had no chance to speak to someone. Sunday came around and they close all day (still no email with the zoom link). Around 9:30am I start to get frantic because my class is starting soon. I go on the website to see if theres a contact email so I email them, I call the office and leave a voice message wondering about the link. Around 10:05am I see on their website when you log into your profile they have a message panel and im thinking I can contact someone through there but it turns out being a list of emails theyve sent out. I see at 7:08pm Saturday they sent out an email to me (still never received on my end) I open it and its the zoom link. When I try and enter the class at 10:08am the instructor kicks me out because im late and the message that I was supposed to get says they take attendance at 9:30am which I wouldve known if I had received the email. I called the office and was told theres nothing they can do about it because the record of the email being sent is there and was opened. I was told by the representative on the phone I could use one of my 3 car lessons to substitute for the 5 hour class. Thats illegal. I filed a complaint with Discover credit card. They ruled in their favor, due to the contract I signed saying they dont issue refunds. Now Im locked out of my account so I cant schedule any car lessons, This business is awful to their customers. They have negative reviews saying similar. They schedule classes months apart claiming they have no instructors available too.

  Business Response

  Date: 06/07/2023

  Student purchased a 3 ****** bundle package online through our website on own on 4/15/23. Student also booked her 5 hour class on her own for 04/16/2023. The class is remote as it stated on the booking screen. Student received the link to her class (as it stated in the instructions) and she opened the email which had the link enclosed. Student was a NO SHOW for the class and was charged. Student signed the no refund/no-show agreement. The policy stated if she was late or did not show she would be charged for the class. We are capped on the amount of students per class and the instructor is paid per seat. This is why the policy is in place. Every other student was there. on 04/17/23 student called and said if we don't give her a free class she will write bad reviews all over the internet and dispute the charge with her credit card company. Student filed a complaint with the attorney generals office. We responded and its been closed. Student is trying to discredit the company where she is at fault.  student filed her first dispute with her credit card company on 04/19/2023 and filed a second dispute which is in arbitration on 05/4/2023. The money was debited from our account and given back to the student. Per my credit card company we cannot provide any services to the student until 45 calendar days is met which is when the money will be released back to us. The case is still pending. Student contacted us today to get services and we explained that we have to wait 45 calendar days before we can give the services.  Shortly after she filed this complaint. I have provided both credit card disputes, the email log showing the email for the class was sent and opened by the student and the signed agreement on our polices. 

  Customer Answer

  Date: 06/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  Island Driving School has been so combative with me and not accommodating for a lack of communication on their part. Unfortunately for me they deactivated my account so I can't even provide proof of the message panel I entered where I found the link to the zoom class and now, I can't even redeem what I purchased. I truly don't want to do business with them and would warn others to stay away. I called my credit card company, and they told me this company should've received the money by now, as I don't have it credited to me anymore after the dispute ruled in their favor due to the contract signed when I bought the package, they also advised I contact BBB, hence this complaint. As I stated previously, I never received an email with the link. Just because they have record of sending the email doesn't mean I received it and unfortunately, I can't prove a negative. They refused to give me a refund and they refused to accommodate me for another day. They are lying about me being a no-show, I was a few minutes late, and the instructor kicked me out of the zoom call. They have record of when I signed into their website at 9:30am, and I took long to find any trace of the link, hence why I was late, and I now regret finding the link on my own accord because they're using it against me. The last email I received from them stated to wait for the link, which I never got, but no mention of what to do just in case I never got it. I left them multiple emails, and voice messages prior to the class starting, stating I never received the link. I just want my money back and to do my classes elsewhere. My plan was to get my license by this summer and thanks to this awful combative company, I not only am delaying getting my license, but I had to pay $50 to get my ****** prelicensing course done elsewhere because they didn't reschedule my course and refused to refund it. They also void any packages purchased after 2 years of them going unused and they go based off of instructor availability for car lessons which is an average of every two months. I honestly should've read their negative reviews before purchasing anything from them. This complaint isn't about defaming a company, it's about companies taking advantage of their customers and gas lighting them into thinking it's their fault. This was supposed to be a smooth transaction and it escalated because of their poor management, poor communication, lack of clarity and retaliation. They deem things as never being their fault and that is a big problem in a company. If they refuse to give me a full refund I would ask for the $50 I spent to get my prelicensing course elsewhere and for them to stop stalling my driving lessons. I also need access to my account.

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 06/30/2023

  STUDENT PURCHASED 3 ****** BUNDLE PACKAGE ONLINE THROUGH OUR WEBSITE ON OWN ON 04/15/23. STUDENT ALSO BOOKED 5 HOUR ***** FOR 04/16/23 AT 10AM WITH INSTRUCTOR AND WAS INSTRUCTED TO LOGIN AT 930AM. (REMOTE ***** THROUGH ZOOM) STUDENT RECEIVED THE LINK FOR THE ***** THE ***** BEFORE AND STUDENT OPENED THE ***** BUT DID NOT SHOW FOR THE *****. THE ***** IS MONITORED BY THE *** AND STUDENT MUST BE ON TIME FOR THE ***** TO COMPLETE THE FULL 5 HOURS . STUDENT WAS CHARGED FOR THE *****. STUDENT SIGNED THE NO REFUND POLICY THAT STATES IF SHE DID NOT ATTEND, OR LOG IN LATE SHE WOULD BE CHARGED FOR THE ***** AS THE INSTRUCTOR GETS PAID PER STUDENT AND PER SEAT. ON 04/17 STUDENT CALLED AND SAID IF WE DONT GIVE HER A FREE ***** SHE WILL WRITE BAD REVIEWS ALL OVER THE INTERNET AND DISPUTE THE CHARGE WITH THE CREDIT CARD COMPANY. STUDENT DID A DISPUTE WITH HER CREDIT CARD COMPANY ON 05/04/2023. THE FULL AMNOUNT OF ****** WAS TAKEN OUT OF OUR ACCOUNT AND THE MONEY WAS RETURNED TO THE STUDENT. STUDENT CALLED 05/15/2023 @ 1030AM AND ASKED TO BOOK ******S. WE EXPLAINED YOU DID A DISPUTE AND THE MONEY WAS RETURNED TO YOU. WE EXPLAINED THAT IF WE END UP WINNING THE **** , WE WILL THEN BE ABLE TO GIVE SERVICES.  ON 05/18 STUDENT FILED A **** WITH THE ATTORNEYS GENERAL OFFICE WHICH I RESPONDED TO AND THE **** WAS CLOSED.  I HAVE THE CALL RECORDING THAT CAN BE PROVIDED IF YOU SHOULD REQUEST IT. STUDENT *****ED ME ON 06/7 SAYING SHE WANTED HER MONEY BACK BECAUSE WE NEVER SENT THE LINK  AND I EXPLAINED THE LINK WAS SENT TO HER FOR THE ***** AND THE ***** WAS OPENED. I ALSO EXPLAINED THAT THE CREDIT CARD COMPANY STATES WE MUST WAIT 45 CALANDAR DAYS FOR THE **** TO FULLY CLOSE THEN WE CAN GIVE THE REMANING SERVICES TO THE STUDENT. THE STUDENT RESPONDED AND SAID I SHOULD EXPECT A LAWSUIT. 

• Initial Complaint

  Date:09/01/2022

  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.

  6/2022 I signed my son ********************* up for a package that includes 5 hour class , 5 driving lessons and road test appointment/car for road test. Total was $500. I had to cal them multiple times just to get the 5 hour class zoom link .several times they scheduled and never sent a link claiming they had to call a different department eventually my son finally got the road test. When we tried to schedule the driving lessons we got more fun around stating that it was a different department I called daily and still was unable to get a schedule. I reviewed them on ****** and they claim my son was never enrolled .

  Business Response

  Date: 09/01/2022

  THE CUSTOMER IS NOT *****************. THE CUSTOMER AND THE STUDENT IS *********************. STUDENT PURCHASED A SPRING/SUMMER SPECIAL IN JULY 2022 FOR ******. STUDENT BOOKED THE 5 HR ***** FOR 7/10 AND CANCELLED THE *** BEFORE. STUDENT REBOOKED THE 5 HR ***** FOR 7/24/22. AS STATED IN THE INSTRUCTIONS VERBALLY AND THROUGH *****, YOU WOULD RECEIVE A LINK TO THE ***** ADDRESS YOU PROVIDED ON THE ACCOUNT THE *** BEFORE.  THE LINK WAS SENT AND THE ***** WAS OPENED.  YOU STATED YOU NEVER RECEIVED IT EVEN THOUGH THE DELIVERY SHOWS YOU DID. EVERY OTHER STUDENT RECEIVED THE SAME LINK WHO WAS ENROLLED IN THE ***** FOR THAT ***. ***** WAS THE ONLY STUDENT WHO CLAIMS THEY DID NOT RECEIVE IT EVEN THOUGH THE ***** GETS SEND OUT TO ALL STUDENT IN THE ***** AS A MASS *****. ******************* THREATENED TO DO AN ARTICLE ON THE STATEN ISLAND ADVANCE ABOUT US AND BASH US ALL OVER THE INTERNET IF WE DID NOT GIVE HER A FREE *****. THE 5 HR ***** IS  A NONREFUNDABLE SERVICE BUT WE REBOOKED YOUR ***** AS A COURTESY AT NO CHARGE EVEN THOUGH WE STILL HAD TO PAY THE INSTRUCTOR FOR YOUR SEAT TWO TIMES.  YOU FILLED OUT YOUR AVAILABILITY FOR ******S ON 7/25/22. ***** TOOK HIS FIRST ******S ON 8/19. ONE WEEK LATER ON 8/26/22 ****** MOTHER ***************** CALLED UP THE OFFICE AND THREATENED THE EMPLOYEES AND CALLED AN EMPLOYEE STUPID AND DUMB & USED PROFANITY ON A RECORDED LINE. IT WAS ALSO STATED THAT IF YOU DONT GIVE ME THE SCHEDULED ******S ON THE ***** RIGHT NOW I WILL DISPUTE THE CHARGE AND GIVE YOU A BAD REVIEW. OUR SCHEDULING DEPARTMENT WORKS REMOTELY SO WHEN YOU CALLED IN TO ASK ABOUT THE ******S WE NEEDED TO CLARIFY THE DATES AND TIMES . ALL THE DRIVING ******S WERE BOOKED AND THE STUDENT WAS NOTIFIED THE *** AFTER THE THREATNING ***** CALL FROM ********************* MOTHER. WE HAVE NO ****** REVIEWS WITH THE NAME ********************* THE STUDENT,***************** THE MOTHER OR ********************* THE FATHER. IF A STUDENT WRITES A REVIEW UNDER A NAME THAT IS NOT IN OUR SYSTEM, WE WILL SAY YOU ARE NOT A STUDENT, BECAUSE WE DONT HAVE THE FAKE NAME YOU USE FOR YOUR ****** ACCOUNT IN OUR SYSTEM. STUDENT AND THE FATHER SIGNED THE CONTRACT AT SIGN UP AND WAS WELL AWARE OF THE PROCESS. TO DATE STUDENT TOOK 1 ****** AND THE 5 HR *****. THE REST OF THE ******S ARE CONSISTENT WITH YOUR ROAD TEST DATE AS IT STATES IN YOUR SIGNED CONTRACT. I HAVE PROVIDED THE SIGNED CONTRACT, HISTORY OF ******S, ***** LOG SHOWING THE *****S WERE SENT AND OPENED BY THE STUDENT. WE HAVE REFUNDED YOUR MONEY