ComplaintsforTrainco, Inc.

• Initial Complaint

  11/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was warned by a few people but hoped it wasn't true. I went to trainco November 4th 2022 to retest the first time I failed and it was my fault but this second time was due to a lie the trainer made up. I made sure it was safe and pulled out of the facility, shifting was ok the couple gears I missed I fixed right away, made it through the roundabout without going on the curve or over the lines, the trainer taking notes the whole time, when all of a sudden he's guiding me back to the facility without going on the freeway or doing an emergency pull over. When I pulled back in he looks at me and say "you didn't see that big truck you cut off and made him have to do an emergency stop" I look at him and say no when? He proceeded to say when you first pulled out the facility.... All I could do was be quiet and think about it because I was on the road for 20 minutes or so and the road test is only 30 minutes or so, so he waited and led me on all that time just to say I failed before I actually got on the road. I actually remember seeing a truck when I pulled out which was back some ways and didn't have to emergency stop and the other direction was clear, which leads me to believe that it was an excuse to bring some extra money in to the company.

  Business response

  11/16/2022

  [BBB Transcription via Email]

  From: **** ********* <*************************>
  Date: Wed, Nov 16, 2022 at 2:15 PM
  Subject: Complaint Response: Complaint ID ********
  To: <*****************>
  Cc: <*************************>
  
  
  Hi ******** ******,
  
   
  
  This is in response to a complaint lodged against Trainco, Inc. Truck Driving Schools.  
  
   
  
  Dated: Nov 7, 2022 
  
  Complaint ID: ********
  
   
  
  According to the customer’s documentation the candidate failed upon exiting the test center for their road driving portion of the exam. We do not tell a customer that they failed when the failure occurs. The reasoning for this is because we do not want the customer to become upset or enraged and take out their aggressions while behind the wheel of a Commercial Motor Vehicle of which they have very little experience driving. State of **** and ***** policy is to not inform the applicant of failure until return to the test center.
  
   
  
  This detailed test procedure is handed down from the State of ****.
  
   
  
  “Driving around” is a tactic to secure the vehicle before relaying the outcome. 
  
   
  
  Safety of the examiners, CDL test candidates and all others on the road is the most important element when conducting exams.
  
   
  
  Safety of all other motorists on the road is the desired outcome when issuing CDL licenses. 
  
   
  
  Should there be any further questions or concerns regarding this please feel free to reach out to me.
  
   
  
  Sincerely,
  
   
  
  **** *********, VP
  
  Trainco, Inc. Truck Driving Schools & Northwest CDL Test Center, Inc.
  ***** ****** **.
  
  *********** **  *****
  ************
  
  *************************
  
   
  
   

  Customer response

  11/16/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  This could be true or a lie because there's nothing holding them accountable, no camera's and no acknowledgement at the exact time of incident which is a set up for them to say you failed and you just have to deal with it. If someone knew the went over a curve or almost  caused an accident or anything that's an automatic fail, the same result can happen they become emotional so what's the difference. Regardless I was on the road for 20 minutes or so and if I was doing something unsafe why keep me on the road for so long before bringing me back, a simple around the block to pull in safely seems safer and doesn't play with someone's emotions.
  
  Sincerely,
  
  ****** *****

  Business response

  12/06/2022

  [BBB Transcription via Email]

  From: **** ********* <*************************>
  Date: Mon, Dec 5, 2022 at 3:41 PM
  Subject: Complaint ********
  To: <*****************>
  Cc: <*************************>
  
  
  Second Response to Complaint ********.
  
   
  
  Although Northwest CDL would like to see everyone pass their CDL test we must and do administer the test according to the rules, regulations and guidelines set forth by the State of ****.  While most candidates taking the CDL exam would like to judge and grade their own exam the system is set up to be evaluated by a qualified examiner who is trained to grade the test in a manner set forth by the State of ****.  This process is to help make the test more valid and reliable.
  
   
  
  Although the customer is upset with her evaluation results, I stand behind them as the owner of the business.   Though it is true we do not have a camera or a drone following the test for an “instant replay”, we will have to stand behind the examiner’s “call” or decision.
  
   
  
  We are not in the business of taking anyone’s money, but the appointment fee is how the examiners are paid and the site and equipment are maintained in order to provide the service.
  
   
  
  As to the 20 minutes it took for the customer to get around the block; this is close to normal.  The entire route takes 35 minutes on average and for where they went it would take nearly that amount of time on average.  Again, we took the shortest way back to the site while still staying on the approved roads within the route.  The driving portion of the exam is not timed, however the time is recorded for statistical purposes only.  The time recorded to do the portion of the test in question is statistically normal.
  
   
  
  Northwest CDL has been providing quality CDL exams since 1993 and we look forward to another 30 years and we will do that by testing at a high standard, the standards set by the State of ****. 
  
   
  
  Be Safe, Drive Safe.
  
   
  
  **** ********** **
  
  Northwest CDL Test Center
  
  ***** ****** ***
  
  *********** **  *****
  
  *************************
  
  ************
  
   
  

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