Initial Business Response /* (1000, 5, 2014/04/22) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aol.com
This is a student that took part of his driver ed summer 2013. He did not finish in a timley manner so he came to us to complete...
when the school he was dealing with went out of business. He needed to do 3 classes (normally $47) which we allowed him to do for free. Then he needed driving. We normally charge $420 for the 6 hours of driving an 6 hours of observation. In order to help out these students who did not complete their program prior to their driving school closing, we gave them their driving program for $360, saving them $60. So we gave him a $107.00 discount. Now, the student has an appointment and we DID NOT RECEIVE a call to cancel the appointment so he is being charged. We require students to call at least 24 hours prior to the appointment to cancel. and to talk to a phone counselor. As you can see, we are very sympathetic and generous with these students. If we had gotten the call, we would have simply canceled the appointment. The student said he called and left a message. As I told him, we NEVER got a message from him. Friday morning when we came in, we had a hang up and an adult asking for information on our machine. In order to leave a message, you have to push a button and a person gives their name and says leave a message. He had no knowledge of who the person was he left a message for or that he had to push a button to leave a message. Which leads me to believe that he did not leave a message. We told that to him over and over again. He did send me a screen shot that he called but that does not proove anything. Once again because I was trying to be generous I offered to split the charge with him. The charge is normally $65, I told him to pay $32.50 in good faith. We have done everything possible. If he want to continue, he will need to pay the $32.50 so we can pay our teacher who did show up to take the student driving.
Initial Consumer Rebuttal /* (3000, 7, 2014/04/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I left a voicemail. It is not my fault they did not receive it. I should not have to pay $32.50 because they are "lead to believe" I didn't leave a voicemail. Its pathetic that I had to go this far and they still don't believe me. I would not make this big of a deal of the situation if I was lying. I left a voicemail, they apparently did not receive it, that is not my responsibility. Its also pathetic that they think they can take advantage of a 15 year old over $30 dollars. I will not be taken advantage of and they will pay the consequence of it. Im not giving up because this is not fair. I gave them proof of calling, my father listened to me leave the message and they should have a voicemail machine that works. If they want to make this big of a deal over $30 and have a mark on there name for 3 years which is only hurting them then I will make it happen. This is ridiculous.
Final Business Response /* (4000, 9, 2014/04/28) */
As mentioned above, we received 2 voice mails. One from an adult customer and one hang up. Our machine works perfectly and yet we did not receive a voice mail from [redacted]. His phone shows that he called but that doesn't mean he left a message which he did not.
But, since there appears to be two sides to the story, we have tried to compromise by splitting the $65 fee in half; he pays $32.50 and we will eat $32.50. He is the one who did not show up for the appointment and will not compromise with us. Our hands are tied until he is willing to meet us half way.
Initial Business Response /* (1000, 5, 2014/07/24) */
Actually much of this is untrue. He did talk to[redacted] asked him how long he has been in Illinois because he has an out of state permit and that is only good in Illinois for 90 days. It would be illegal for him to drive on a permit...
older than that.
He became angry when[redacted] asked him.[redacted] never said "f..k" off. Everything that my employees say to a customer is recorded and kept for 72 hours for review. I listened to them and he did not speak that way. The floor manager was sitting right behind him and also said[redacted] was never rude.
I have never received an email from him, and I answer all of them. He did call and ask for a manager and was put on hold for 45 seconds. When the manager picked up the phone, he was gone. No message was ever received.
I am terribly sorry that he had a bad experience, but I will guarantee that he was never sworn at. He became offended the minute we asked about how long he had been in Illinois, which we ask everyone who has an out of state permit or license. By law, we have to know the numbers on the permit/license, the issue date and state of issue. Don't know why that offended him.[redacted] has nothing to appologize for but I am sorry for his negative experience.
He is saying that because of this he would like a discount on lessons which makes me question the real motive for this complaint.
Initial Consumer Rebuttal /* (3000, 7, 2014/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What the response fails to admit is that[redacted] did in fact raise his voice to a customer on two occasions. The complaint was registered after the 72 hour window where calls can be listened to which means[redacted] must listen to all calls they recieve daily, otherwise, this statement is untrue. Also, I was not aware I was being recorded, which I believe may not be legal in IL.
The response also states that I never emailed[redacted]. Copied onto my response is a copy of the two emails sent and the one word reply of [redacted] Clearly saying I never emailed[redacted] is a lie. Which can also be said about the fact I was shouted and sworn at twice. I am not making up the fact I was sworn as I have no reason what so ever to do this.
I did start to become angry with[redacted] as his obnoxious behavior was being to irritate me as he would not listen to my explanation regarding my permit. I gave[redacted] my permit number and he said the permit number was invalid. I went onto explain the permit itself was only hours old and not over the 90 limit as he suggested. Surely the floor manager sitting behind him would have heard him raise his voice on the phone.
I was transferred to another member of staff and stayed on the line until I was cut off. I sent my first email which was never replied to, at this time.
I have no problem paying the full amount for lessons as I was ready to pay for 6 lessons at the time of my call. The money is of no issue to me. The reason I asked for a reduced rate last is because that is of the least importance to me. My main motivaiton for the complaint was to have my issues regrading my valid permit. I wanted to use[redacted] because I've heard they are 'the best around'
Being lied to by a manager, when I have proof I am correct, is pretty awful.[redacted] clearly don't want my money, so I will find another company who do want it.
Thank you for your time.
Final Business Response /* (4000, 9, 2014/07/28) */
In fact, when I got into the office that day, I was immediately informed about the confrontation. I did listen to the tapes which showed he did get a little upset with your responses (which is not ok) but never swore at you. You were not recorded, I only record my staff which is perfectly legal.
I did receive an email from an unknown person to me asking for the name of our manager. I responded [redacted] which was a correct response.[redacted] phone number is the office number and he does not have a personel email.
The reson he questioned yyour permit is because that is not an Illinois number and because of that we have to ask thsoe questions you did not like.
I have apologized for your unhappiness. I do not feel we were unprofessional but I have talked to[redacted] and repremanded him for making you feel uncomfortable and unhappy.
Initial Business Response /* (1000, 5, 2014/04/22) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aol.com
This is a student that took part of his driver ed summer 2013. He did not finish in a timley manner so he came to us to complete...
when the school he was dealing with went out of business. He needed to do 3 classes (normally $47) which we allowed him to do for free. Then he needed driving. We normally charge $420 for the 6 hours of driving an 6 hours of observation. In order to help out these students who did not complete their program prior to their driving school closing, we gave them their driving program for $360, saving them $60. So we gave him a $107.00 discount. Now, the student has an appointment and we DID NOT RECEIVE a call to cancel the appointment so he is being charged. We require students to call at least 24 hours prior to the appointment to cancel. and to talk to a phone counselor. As you can see, we are very sympathetic and generous with these students. If we had gotten the call, we would have simply canceled the appointment. The student said he called and left a message. As I told him, we NEVER got a message from him. Friday morning when we came in, we had a hang up and an adult asking for information on our machine. In order to leave a message, you have to push a button and a person gives their name and says leave a message. He had no knowledge of who the person was he left a message for or that he had to push a button to leave a message. Which leads me to believe that he did not leave a message. We told that to him over and over again. He did send me a screen shot that he called but that does not proove anything. Once again because I was trying to be generous I offered to split the charge with him. The charge is normally $65, I told him to pay $32.50 in good faith. We have done everything possible. If he want to continue, he will need to pay the $32.50 so we can pay our teacher who did show up to take the student driving.
Initial Consumer Rebuttal /* (3000, 7, 2014/04/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I left a voicemail. It is not my fault they did not receive it. I should not have to pay $32.50 because they are "lead to believe" I didn't leave a voicemail. Its pathetic that I had to go this far and they still don't believe me. I would not make this big of a deal of the situation if I was lying. I left a voicemail, they apparently did not receive it, that is not my responsibility. Its also pathetic that they think they can take advantage of a 15 year old over $30 dollars. I will not be taken advantage of and they will pay the consequence of it. Im not giving up because this is not fair. I gave them proof of calling, my father listened to me leave the message and they should have a voicemail machine that works. If they want to make this big of a deal over $30 and have a mark on there name for 3 years which is only hurting them then I will make it happen. This is ridiculous.
Final Business Response /* (4000, 9, 2014/04/28) */
As mentioned above, we received 2 voice mails. One from an adult customer and one hang up. Our machine works perfectly and yet we did not receive a voice mail from [redacted]. His phone shows that he called but that doesn't mean he left a message which he did not.
But, since there appears to be two sides to the story, we have tried to compromise by splitting the $65 fee in half; he pays $32.50 and we will eat $32.50. He is the one who did not show up for the appointment and will not compromise with us. Our hands are tied until he is willing to meet us half way.
Initial Business Response /* (1000, 5, 2014/07/24) */
Actually much of this is untrue. He did talk to[redacted] asked him how long he has been in Illinois because he has an out of state permit and that is only good in Illinois for 90 days. It would be illegal for him to drive on a permit...
older than that.
He became angry when[redacted] asked him.[redacted] never said "f..k" off. Everything that my employees say to a customer is recorded and kept for 72 hours for review. I listened to them and he did not speak that way. The floor manager was sitting right behind him and also said[redacted] was never rude.
I have never received an email from him, and I answer all of them. He did call and ask for a manager and was put on hold for 45 seconds. When the manager picked up the phone, he was gone. No message was ever received.
I am terribly sorry that he had a bad experience, but I will guarantee that he was never sworn at. He became offended the minute we asked about how long he had been in Illinois, which we ask everyone who has an out of state permit or license. By law, we have to know the numbers on the permit/license, the issue date and state of issue. Don't know why that offended him.[redacted] has nothing to appologize for but I am sorry for his negative experience.
He is saying that because of this he would like a discount on lessons which makes me question the real motive for this complaint.
Initial Consumer Rebuttal /* (3000, 7, 2014/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What the response fails to admit is that[redacted] did in fact raise his voice to a customer on two occasions. The complaint was registered after the 72 hour window where calls can be listened to which means[redacted] must listen to all calls they recieve daily, otherwise, this statement is untrue. Also, I was not aware I was being recorded, which I believe may not be legal in IL.
The response also states that I never emailed[redacted]. Copied onto my response is a copy of the two emails sent and the one word reply of [redacted] Clearly saying I never emailed[redacted] is a lie. Which can also be said about the fact I was shouted and sworn at twice. I am not making up the fact I was sworn as I have no reason what so ever to do this.
I did start to become angry with[redacted] as his obnoxious behavior was being to irritate me as he would not listen to my explanation regarding my permit. I gave[redacted] my permit number and he said the permit number was invalid. I went onto explain the permit itself was only hours old and not over the 90 limit as he suggested. Surely the floor manager sitting behind him would have heard him raise his voice on the phone.
I was transferred to another member of staff and stayed on the line until I was cut off. I sent my first email which was never replied to, at this time.
I have no problem paying the full amount for lessons as I was ready to pay for 6 lessons at the time of my call. The money is of no issue to me. The reason I asked for a reduced rate last is because that is of the least importance to me. My main motivaiton for the complaint was to have my issues regrading my valid permit. I wanted to use[redacted] because I've heard they are 'the best around'
Being lied to by a manager, when I have proof I am correct, is pretty awful.[redacted] clearly don't want my money, so I will find another company who do want it.
Thank you for your time.
Final Business Response /* (4000, 9, 2014/07/28) */
In fact, when I got into the office that day, I was immediately informed about the confrontation. I did listen to the tapes which showed he did get a little upset with your responses (which is not ok) but never swore at you. You were not recorded, I only record my staff which is perfectly legal.
I did receive an email from an unknown person to me asking for the name of our manager. I responded [redacted] which was a correct response.[redacted] phone number is the office number and he does not have a personel email.
The reson he questioned yyour permit is because that is not an Illinois number and because of that we have to ask thsoe questions you did not like.
I have apologized for your unhappiness. I do not feel we were unprofessional but I have talked to[redacted] and repremanded him for making you feel uncomfortable and unhappy.