Complaints

This profile includes complaints for Pro Driving School's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pro Driving School

  12000 Snow Rd Ste 6 Cleveland, OH 44130-9314

• 

  Pro Driving School

  5899 Broadview Road Cleveland, OH 44134

• 

  Pro Driving School

  406 Middle Ave Elyria, OH 44035

• 

  Pro Driving School

  20800 Center Ridge Road Suite LL-38 Rocky River, OH 44116

• 

  Pro Driving School, Inc - Medina

  799 N Court St Medina, OH 44256

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:12/09/2024

  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.

  On August 15th, 2024 I paid Professional Driving School $368.74 for 8 hours of in car driving training for my son, which he completed, and I have attached a document listing all of the dates he completed. The company never sent a certificate of completion which is required to take the driving skills test in Ohio. The company was contacted several times regarding this and they are refusing to provide a certificate of completion stating that it is because he has since turned 18 years of age and is now an adult. The conversation was escalated up to a manager named Mary K who was incredibly unprofessional and rude. She also refused to provide the certificate for the same reason. According to the Ohio Bureau of Motor Vehicles and Ohio State Law, even though he is now 18 years of age, as long as he has completed a driving course in the last 12 months, it is valid for taking the driving skills test. I spoke with the BMV officials who confirmed this and stated that it is wrong and fraudulent that Professional Driving School is refusing his certificate. My son completed all of the training, and we are seeking a certificate stating this or a refund for services not provided.

  Business Response

  Date: 12/09/2024

  12/9/2024
  To whom it may concern,    

  
  Our driving school does not issue certificates to adults primarily due to
  the differing requirements and standards set for adult drivers compared to
  those for minors.  Adult drivers are required
  to demonstrate their driving skills through practical tests and at the BMV to
  proceed with obtaining their driver’s license.

  
  Certificate of Completion for Adults: As per ORC § 4508,
  driving schools provide certificates of completion only for teen driver
  education programs that meet statutory requirements. For adults, the issuance of
  such certificates is not aligned with the teen program certification.

  
  Instead, we focus on providing high-quality instruction and personalized
  training to ensure that all our students—regardless of age—meet the necessary
  standards to successfully pass their road tests and become defensive drivers.
  The student turned 18 on 10/25/24. The student completed the online teen
  program on 8/1/24. They signed our training agreement and medical release form
  on 8/15/24. On the training agreement, it also states that if the student does
  not finish the program before they are 18, a certificate will not be issued. I have
  highlighted and attached the training agreement with the parent and student signature.

  
  They were activated on our website to be able to start booking behind the
  wheel lessons on 8/16/24. In addition, we notified the student on 9/17/24, “please book the BTW lessons needed
  before the student turns 18. If the student fails to complete the full program
  before turning 18, there will be no certificate issued. Thank you and have a
  great day!” which also notifies the email the student used to
  create the account. They booked their first btw appointment on 8/19 and booked
  the last 3 on 9/26/24 which was after we sent a discussion message on 9/17/24 and
  spoke to them on the phone notifying them there was plentiful availability of
  behind the wheel lessons open to book right away before they turn 18 to avoid
  the adult abbreviated program.

  They did not finish the program while the student was under 18. They
  completed the last btw on 11/21/24 which is after the student's 18th birthday. We made sure the student was aware over a month before the student's
  18th birthday that if they want a certificate, they need to complete
  the program before turning 18. They did not comply with our guidelines.

  
  We have attached a pdf with the messages between our staff and the student.

  
  In regard to what the BMV told them, the full information was not relayed
  to the student promptly. To explain, teenage certificates issued between 16
  years old and 17 and 1 month are good until their 18th birthday. Teenage
  certificates issued at 17 years old and 2 months and above are good for 12
  months forward which is its expiration. This is the correct explanation for
  what the BMV was trying to convey, even though we as a driving school gave them
  the correct information long before the student turned 18.

  
  Since the student failed the road test according to the mother when we spoke
  to her on 12/6/24, they are now required to do the adult abbreviated program.

  
  The only way for an adult to be exempt from the adult abbreviated program is
  if they completed the teenager program before they were 18. However, this
  student did not. Therefore, by state law, if a certificate is created and the
  student did not complete the program while they were under 18, it would not be
  valid.

  
  Abbreviated Course Requirement for Adults: According to OAC
  § 4501 individuals over 18 who fail their driving test have to complete an
  abbreviated adult driver education course. This law is a requirement that is
  distinct from the teen driver education program and serves to provide
  additional instruction and once completed they receive a certificate of
  completion of the abbreviated course needed to retest at the BMV.

  
  If you have any further questions or need additional information, please
  feel free to reach out at [email protected].

  Best
  Regards,
  Professional
  Driving School

  Customer Answer

  Date: 12/10/2024

  I am aware of this companies response to my complaint as I had a conversation with them regarding it. As you can see in all of the attached documents we paid for and started this program when my son was 17 years old so it was the appropriate course to apply for. He completed all requirements. His very last driving lesson was completed shortly after his 18th birthday but he completed everything he was required to for the certificate. I understand that they sent a message through an online portal but this was not linked to any email. The Ohio BMV stated that he is not required to do and adult remedial course because he completed the driver’s education with this company. It is completely unethical to take the hundreds of dollars from families and then refuse a certificate. 
  
  Regards,
  
  
  
  ********* *****
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  September/October 2024
  We contracted with Pro Driving School , 799 North Court St.
  Medina, OH 44256 for "In-Car" lessons for our granddaughter.
  Beginning with the first "lesson" the so-called instructor was unprofessional, often using the in-car time for personal errands, smoke breaks and donut runs. Instructions consisted of telling the student to drive 20 miles an hour under the speed limit, yelling to stop while stomping the brakes as student was yielding and entering traffic circles, also grabbing the wheel and swerving the vehicle.
  The instructor successfully drove the student to tears, overwhelming her with upset rants. Literally got out of the car and stood smoking, then told the student to "do it herself" while practicing maneuverability. Took personal phone calls for a large amount of one of the lessons.
  When we called to complain the conversation became argumentative, with the representative talking over our responses to their questions. Refused to discuss any reasonable re-comp for the terrible service and experience.
  Instead of teaching the student, this firm traumatized them.

• Initial Complaint

  Date:05/20/2024

  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 am adult driver who had my temps on April 18 and paid on April 24, 2024 of $459.00 for 8-hour training package. Only completed 2 session
  I am very unhappy with the btw training I had! I only completed two out of four sessions but I feel like im not learning how to drive! I am paying to be trained and not drive 4 hours around my neighborhood! I feel like I am getting very discouraged and the instructor says she is the discouraging me but her comments and attitude towards me ain’t discouraging at al! This is the second time I went through this company and I thought I was going to have a better experience this second time. I literally just got my permit last month and I had them like 15 years Ago and it was a long time for me to drive and the instructor expectations were me to have experience driving even though I only got my temps not even month ago! I wanted instructional training! I just want to get a refund to what sessions I have not completed and go somewhere else! I had higher expectations this second time around but I am not happy! I did not sign an agreement! There was nowhere on the site about the refund policy!

  Business Response

  Date: 05/29/2024

  Response taken over the phone by BBB Staff

   

  No refund once the classes start (on the contract) and they are offered a different instructor if there is a personality clash.  We have 45 different instructors available.

  Customer Answer

  Date: 05/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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. 
  
  
  
  Regards,
  
  
  
  ******* ********
  
  
  
  
  

• Initial Complaint

  Date:03/14/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 24th
  
  $458
  
  Behind-the-wheel driving instruction
  
  My son is unable to attend the lessons and wants a refund
  
  The company is refusing to give a refund stating there is a 6-month time limit. I started asking for a refund before the 6 months by driving to the school and calling the school. The school was not open during regular business hours on 3 occasions and tried calling 4-5 times. Our paperwork has only been turned in for a couple months at this point. Payment was made in June, but we did not complete the paperwork to move forward until Jan of 2024. They are refusing to give a refund and have been rude and disrespectful. While their temperament is not against the law, I find it hard to believe that we are not entitled to a refund when there were no services rendered.

• Initial Complaint

  Date:03/05/2024

  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.

  The date was Feb. 5th, 2024. I had signed my son up for his drivers education through Professional. This was the point where he had completed the online and now we had to schedule his behind the wheel time. When I arrived at the location in North Olmsted, I dropped my son at the door, as the instructor was outside with his car. I parked and approached to introduce myself. My first impression was that he honestly looked homeless. I asked if he was "Sam", and his response was, "Sam, that is what you saw on the website!" in a heavy accent with a very rude and stern voice. At this point I was uncomfortable letting my son leave alone with him for two hours. There is no office here, just a location listed for them to "meet". I could tell my son was uncomfortable as well. He then said to my son, "Get in, let's go." with nothing further to me. I then went and spoke to my son who confirmed he was not comfortable. So I told "Sam" that we were not comfortable and would have to reschedule. I reported this to the company through the site as well as calling. I then had a $25 fee in my account, which the girl on the phone told me they could not force me to pay. IT was not about the money rather being uncomfortable with the instructor that was provided. We then rescheduled with another instructor that ASKED my 16 yr old son for the $25, who assumed he had to give it to him and used his own money to do so. This is about principal to me in providing instructors that people feel like they can leave their children with and NOT have to pay a fee if that is not provided after more than $500 paid to a company for online study and 8 hrs of behind the wheel time. I understand employees are hard to come by these days, but I have to give my child to them alone. This is my second child to go through their program. No issues with my first. I am only interested in the $25 for the principal of it and that I reached out to them and they are not making it right.

  Business Response

  Date: 03/13/2024

  Response taken over the phone by BBB Staff

   

  Per contract with parents and students 25 dollar fee was paid by student. The student received certification of completion 2-21-2024 per contract.

• Initial Complaint

  Date:12/04/2023

  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.

  Paid for driving lessons on June 23rd 2023 for behind the wheel training. Booked classes with the first available trainer on June 26th. First time driving had a minor in the car with no practice was nervous. Was able to work out some help driving around classes even though I don't have a car or access to one. Had my next driving class with a different instructor on Aug 9th, 10th, 20th, and 27th. Was told to wait for a certificate from corporate stating I logged my hours and take my test by tbe instructor in the car. Didn't know because I was an adult I didn't need to because that's for minors only. I left a message asking how I could use my last session for the road test and use their car early on. I called after months of not seeing a certificate only to be told I didn't need one. They explained how it worked and that if I wanted to use my last time block for I needed two weeks notice and an available instructor for the practice before the test. I found a open slot for Dec. 6th that online said there was an instructor. Only to be told practice would be for 30 mins not 2 hours. Every call is a run around and the person I spoke to was rude. My husband has cerebral palsy and physically can't drive I have depression, anxiety, and agoraphobia but it is managed with medication. I trusted my instructor even when he lied on the sheet saying it was only to help me out. I never took classes before so how was I supposed to know what was normal for driving practice and what wasn't. I was told that I should have said something sooner so they could handle it but because I waited so long they could do nothing, but again how was I supposed to know what's normal and isn't. I have been going back and forth with them for months and got nothing in return but frustration, tears, and being blamed because I didn't know better.

  Business Response

  Date: 12/04/2023

  Response logged by BBB representative BA.
  
  Response from Training Manager Mary ***.  Consumer is scheduled for test on December 6 and is being picked up an hour early for practice.  She will be using their car for the test. The instructor has informed her she needs more practice and is not ready for the test, but the consumer did not want to hear this.  She was informed that there is no certificate for adults, which the consumer agreed to; however, they will issue a log of hours spent driving under instruction that the consumer can use for insurance purposes.  They do offer 'piggybacking,' where an adult driver is paired with a minor in the car, which allows both more driving time and observation.  The consumer did get 10 hours of behind-the-wheel education. The business advises more practice and will not issue a refund.  
  

  
  

  Customer Answer

  Date: 12/04/2023

  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.
  
  
  
  
  [The person I spoke to was very dismissive and while I do understand that the issues happened months ago, it was also lack of proper communication from the instructor's end that caused the time lag. I also understand piggy backing the first lesson, but that did not ease any sense of panic. I also stated repeatedly during the lessons that part of my nervousness was the portion of the test that if failed will cause the whole test to fail. I also did not like how Mary *** handled the conversation by stating "this should have been brought up right when it happened." When again how was I to know something was out of the ordinary when I've never taken the class before. I also canceled both my appointment with the bmv and the appointment with the driving instructor.  As shown by the screen shot provided. I canceled the appointment after speaking to Mary ***.]
  
  
  
  Regards,
  
  
  
  ******** ****