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:10/01/2024

  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.

  I enrolled to this school based on the fact they would work with my work schedule. 5 months in, I received minimal training. Only had a trainer maybe twice the whole time I was there. Trainers there focus mostly on standard drivers and automatic drivers are left to figure everything out for themselves. I asked if I could get a refund since its been 5 months and I felt I was not getting any of the training I paid for and I was not getting training very often due to being pushed to the side to accommodate other priority students according to the instructors. I discussed, with the director of the location, that I was not getting training, that it didn't seem like there was much availability with my work schedule even though I took several days off in the month of June so I would be able to get more drives. I also gave her my monthly schedule and told her day for day what drives I could be available for. I am not perfect I did miss 2 or 3 drives due to work. Her reply was that I am too many hours in to get a refund. 2 weeks of hours was observation, observing other drivers driving and a loss of 2 drives due to work. I kept open communication with her at all times. She usually would schedule about a week in advance. On one of the days I told her I was available, I went ahead and worked since she hadn't scheduled anything for me due to telling her I needed a few days. She ended up scheduling me same day and I told her I couldn't due to my work obligation at that point. She proceeded to blow up my phone with several texts at which point I cut communication and went to corporate with my complaint. I spoke with ******** from corporate ************ who then spoke with accounting about a refund due to everything that happened. Accounting sent a check for $197 which is unacceptable due to the lack of training/education provided. I was hoping something more can be done due to that fact I did not get anything close to what I paid for. I have yet to cash their check. Thank you.

  Business Response

  Date: 10/29/2024

  October 10, 2024
  
  Better Business Bureau (****************)
  Attn:  ***** ******
  **********************************************************************************************************
  
  CASE ID#: ********- ******** ************************************************* you for providing us with an opportunity to respond to complaint #********, submitted by ********************** to the Better Business Bureau **************** (BBB).  Ms. ********* started on May 13th,2024 in our Commercial Drivers License (CDL program) ******** and withdrew from the program on September 6th, 2024.
  When starting the program, Ms.********* paid for the fees and tuition herself. The breakdown for this program is $4,500.00 tuition, $60.00 books, $97.00 CDL license fee, $25.00 CDL permit, $100 CDL test fee, $110 DOT Physical, $85.00 Drug screen, $15 Motor vehicle, and $203.00 ProdriverU Class A. The total amount that was charged was $5,195.00.
  Ms. ********* was aware of the refund policy when she signed her Enrollment Agreement on May 16, 2024 wherein the refund policy is outlined:
  
  Ms. ********* began training on May 10, 2024 without her Commercial Learners Permit (CLP). Upon completing the classroom portion of training, Ms. ********* stated her drive availability was on Friday and Saturdays due to her work schedule. Ms. ********* was scheduled for her first drive on June 9, 2024 however, Ms. ********* called off on June ****** due to work. The drive was rescheduled for June 16, 2024. After completing 4 training sessions, Ms. ********* reported that she had tested positive for Covid. Ms. ********* was scheduled to resume drives on August 2, 2024 but called in on July 31, 2024 and stated she was having continual scheduling issues with work. At that time, Ms. ********* requested a two week leave of absence. On August 14, 2024 the office reached out to Ms. ********* who stated she was ready to return to training, but first needed to obtain her work schedule. At that time Ms. *********   stated that she was available for the next two months from Fridays through Sundays from 6am  until 10am. Ms. *********  also shared that she may be able to do some drives during the week, specifically on September 3, September 4, September 9 and September ******* from 6pm until 10pm. Three sessions were scheduled during the period of August 26 through 29, 2024 based on availability provided by Ms.*********, only to find out she had provided the wrong times to the school.  Ms. *********s schedule was again adjusted.On August 26, 2024 Ms. ********* was a no-call no show to the drive. When contact was made, Ms. ********* claimed she had overslept and inquired about withdrawing from the program due to her work schedule. On August 29, 2024 Ms.********* reached out to the school via text requesting a full or partial refund due to work conflicts. It was explained at that time due to the amount of training completed, Ms. ********* was outside the refund window. Ms.********* requested 48 hours to think over her options. On Sunday, September ******, Ms. ********* sent a text stating she wished to continue her training per the schedule provided. On September 3, 2024   the school sent Ms. *********   a drive opening for that evening, however she declined due to short notice,stating she had decided to work that day. Ms. ********* was notified that the school would need to speak in person with her to obtain an exact schedule and to further discuss the program to which she agreed. Attempts were made to reach Ms.********* via phone on September 4 and September 5, 2024 with no response. On September 5, ******************************************* ********* and was based on prior provided availability. At that time, Ms. ********* reached out to state that she had decided to withdraw and request a refund.

  
  Regional Director ******** ******* spoke with Ms. ********* and reiterated the refund policy and explained there will more than likely not be a refund because she had already completed 124 hours out of 156 hours of the program which is 79.4% completion. Any fees unused would be refunded. After a review by our accounting department was conducted a refund of $197 was issued to Ms. *********.
  At this time, we have provided a detailed response to provide context to Ms. *********s complaint and request for a full refund. Please do not hesitate to contact me for further assistance.

  
  Sincerely,
  ******** *******
  Associate Regional Director

  Customer Answer

  Date: 11/12/2024

  Complaint: 22363100
  
  I am rejecting this response because: I was only taught once by an instructor out of the many times I did drives. 2 weeks worth (week 2 and 3) of hours were wasted on watching others drive. Per instructors and the director of the location, they were always short on man power and scheduling was not organized. I did not get what I paid for. I was only taught anything the first week and one drive. The director was unprofessional when it came to some of the communications with scheduling.
  
  Regards,
  
  ******** Mazzatini