ComplaintsforAmerican Truck Training, Inc.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I enrolled in ATT on 9/1/23 to start the 4-6 week CDL training course (180 hours required). I completed my 180 hours within the 6 week period and held up my end of the expectations but did not receive what I was promised from ATT. They over enrolled their classes, so we did not get the repetitions. We were promised to prepare us for the testing, the equipment was broken and faulty, and a mini cases, unsafe, and we were expected to use it even on test drives, as an example my first five test drives out on public roads the truck I was driving you could not adjust the seat. These are manual driving vehicles, I was unable to properly learn driving of the vehicle for my first five drives, on my seventh drive I was told that everything I have been taught previously was wrong by the head trainer. I received inadequate training during my time there it did not prepare me for the testing. When I enrolled I was told that you keep testing until you pass but then upon not passing my second test I was told that the third test would be my last free one. After that I would have to start paying $250 for each additional test. This was something new they added, but was not part of my initial enrollment. I gave them an opportunity to rectify the situation. They felt that they had done everything correct have many more examples I can provide. There were several instructors that were fired during my time, one for sexual harassment, the other one for threatening a student. Im also going to be submitting complaints through the state through the tribal council, and the attorney, general, and the ******** workforce commission as they run students through the school and they have no idea whats going on there.

  Business response

  04/03/2024

  Since **************** enrollment date, American Truck Training has successfully graduated 280 students, demonstrating our commitment to providing quality training and support. It's important to note that our school handbook clearly states our ability to modify operational policies with notice provided to all students. In this case, all students, including ************, were notified of the new policies two months prior to their implementation. We strive to maintain transparency and keep our students informed of any changes that *** affect their training experience.
  Regarding **************** situation, we want to emphasize our commitment to supporting him in his journey towards success. Despite the challenges he faced with attendance and testing, we extended several accommodations to assist him. We waived the fee for one additional test attempt and accommodated his training sessions outside of our normal scheduling requirements. Additionally, we notified ************ that he would be responsible for any additional testing fees if he is not successful on his next attempt. We remain committed to providing him with the necessary support and resources to help him succeed.
  While we understand the frustration of not passing the required exams, it is essential for all students to meet the established standards to ensure competency and safety in the field. Moving forward, we encourage ************ to take advantage of the assistance and accommodations available to him as he continues his training. We are here to support him every step of the way and remain committed to his success.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***** (whose office wreaked of marijuana) signed me up in about 10 minutes while talking to his ***** in his office about his ******* vacation. Entire office smelt like weed. He neglected to tell me information about class time, dates, criteria, class locations He didnt tell me who the instructor would be. What I needed to bring, parking. I had to just walk around & ask others. I got told by my instructor on day 1. He says if you need help just come ask meAfter ******* everyone to use their own cellphones to navigate their testing platform I had a question about the platform not functioning with my IOS iPhone He angrily told me not to walk up to his desk and he literally blocked me off with his leg and said This my area you dont come near my desk ..Im a college educated 38 year old army veteran with severe Autism.Not a child. After I mentioned all of this to the staff they in text, over the phone & apologized and admitted that ******* did an absolutely terrible job at signing me up and that he didnt explain anything properly and he literally set me up for failure. She then said she was really only upset because she had to apologize for something ******* had done AGAIN!!!!! and she shouldnt have to be cleaning up after him again. Nothing about the course was accurate, nothing about me having to go to a through a third party to continue my cdl path. They flat out lied, by not providing adequate information and gaslit me and nobody told me what I was actually paying for because they were high. They cant just take peoples money and not give them the basic course information and basic documents required and then blow them off. Show up early 4:00-4:45am to get parking spot and still my Jeep was blocked in by another vehicle that illegally parked because they showed up late & couldnt find a spot to park. It took them all day to get the car moved and I didnt even get to eat or go to lunch.

  Business response

  04/04/2024

  ****************** enrolled in our program on October 2nd, 2023, and we made concerted efforts to ensure he received comprehensive information about the program's operations, from commencement to conclusion. As the Director of Operations, I personally engaged with ****************** to ensure he was well-informed.
  Despite our proactive communication, ****************** proved challenging to reach for updates on his progress. Upon finally establishing contact, he informed us of the need for surgery, which understandably delayed his participation until February. We accommodated this circumstance and remained committed to assisting him through the process.
  However, following this period, ****************** began leaving negative reviews on various platforms, including derogatory remarks aimed at our staff members. Additionally, his refusal to engage with our refund process via email and subsequent visit to our premises, where he made baseless accusations of assault against our team, were both unprofessional and unwarranted.
  Upon intervention by law enforcement, ****************** was prohibited from accessing our premises and was removed from the program indefinitely. It's important to note that without obtaining the Class A CDL permit, ****************** was unable to progress to the next phase of the program, despite our repeated efforts to guide him through the necessary steps.
  We strive to provide a supportive and professional environment for all participants, and it is regrettable that ******************' experience did not meet his expectations. We remain committed to addressing any concerns raised by participants and maintaining the integrity of our program.

• Initial Complaint

  08/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up on June 1st, 2023 for Class A CDL Training with American Truck Training (herein referred to as ATT) that would run two weeks from June 5th, 2023 to June 30th, 2023. The class cost $4,000.00 if paid by cash or by check before the start of the class. I was assured if I needed to cancel or stop attending the class within the 1st day, I would be refunded my money minus $200.00 to account for the 1st day of class and the drug screening/physical exam. I paid ATT $4,000.00 by check in full on June 1st, 2023. On the first day of class on June 5th, 2023, I was unable to complete the provided training due to technical difficulties, and decided to stop the training. I filled out and signed a cancellation form stating that I wasnt returning to class, and wanted a refund back per the American Truck Training Enrollment Agreement. ATT replied that they would refund the money within ***** days. As of Aug. 5th, 2023, it has been 60 days and I have still not received a refund check. I have physically walked into ATT to pickup the check, but have been given excuses such as the person who can write the check was sick or out to lunch. When I waited for this person to come back within an hour, they didnt show. On Aug. 15th, 2023, I talked to a secretary who assured me the refund would be mailed to me within a week. As of Aug. 19, 2023, I still havent received a check. The business has not made any attempt to resolve the problem. ATT is not honoring their Right to Cancel Enrollment Agreement which is stated in their class registration form. Should ATT uphold the agreement by refunding my money, this dispute would be considered resolved.

  Customer response

  09/18/2023

  The attached pdf is proof of the loan that I took out to attend the American Truck Training school. Please note that the loan is in my name and directly with my bank and their affiliates, and is in no way related to Love's or any other company.

  
  I have redacted personally-identifiable information such as my Home Address, Social Security Number, Birthdate, and Credit Score as per the BBB's policy to not include personally-identifiable information.

  
  

  Business response

  02/20/2024

  We acknowledge the complaint filed by Mr. ***************** regarding the delay in processing his refund request. We sincerely apologize for any inconvenience this situation has caused him.

  Upon reviewing **************** case, it has come to our attention that his refund request was indeed submitted on June 5, 2023. Unfortunately, there was a breakdown in communication within our organization, as the admissions director responsible for handling **************** request failed to notify the appropriate channels in a timely manner. We have since addressed this issue internally, and the individual involved is no longer employed with us.

  ************ expressed potential interest in returning to training on July 26, 2023. In response, we assigned *************************, the former admissions director, to reach out to him and gather more details about his intentions. However, we understand that ************ called again on August 1, 2023, seeking an update on his refund status. At that time, we assured him that we would investigate the matter promptly.

  Upon further review, it became evident that there were significant shortcomings on our end, resulting in undue delays and frustration for ************. To rectify this situation and make amends for the inconvenience caused, our team has taken the necessary steps to issue a full refund to ************. This refund includes the reimbursement of the physical and drug test costs, which are typically non-refundable.

  We deeply regret any negative experience ************ has had with our company, and we are committed to improving our processes to prevent similar incidents from occurring in the future. Customer satisfaction is of utmost importance to us, and we appreciate the opportunity to address this matter and make things right for ************.

   

  Please see attached proof of refund documents.

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