All Star Drivers Education, Inc.

Revdex.com: Ignore the Subject line -- I am rejecting their reasoning, but closing the complaint due to receiving a refundFor clarity: The business never allowed my daughter to take the test, and in fact they cancelled the test day of (in August). As discussed on the phone in October with the manager of the business the following are facts regarding this case: - The business cancelled the original test day of (in mid August) - The business rescheduled the test (for free) after several attempts to reschedule and they rescheduled my daughters driving test at a location miles away from our house (in mid Sept)- The business claimed they would issue a refund after the first Revdex.com inquiry - After the second inquiry (this one) with Revdex.com, the business has now refunded the full fee (on 10/11/16) While the businesses reason for filing this complaint listed in this response is invalid, I am closing the complaint because they have issued a full refund for the serviceSincerely, *** ***

[A default letter is provided here which indicates your rejection of the business's response.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:The missed driving was not due to the student, they were due to the company drivers repeatedly cancelling their sessions with the student This is an issue that was admitted to me during my call with the driver who took *** out to complete his driving requirements For example, *** was scheduled to drive after school, only to have the driver cancel at the last secondAnother instance occurred when *** called the morning before to confirm his driving appointment, only to be ignoredHe was halfway home on the bus when he was texted by the teacher to say he was postponed and would not be there until after 4:30pm the inability to get the driving done was due to teacher negligence Again, a fact that was readily admitted by the lead driver also, it was volunteered to me that this was a long standing issue spanning years of driving teachers within the company ***, himself, was very surprised that *** had t had the hours required for driving when I discussed this with him over the phone The fact remains that his team neglected to provide the service I paid for, and not due to my son's inability to get them to do their job.
Regards,
*** *** ***

Hello,  Per below from our Marketing Director, we have satisfied this customers compliant.    From: [redacted] [mailto:[redacted]@allstarde.com] Sent: Wednesday, September 28, 2016 11:14 AM To: '[redacted]' <[redacted]@allstarde.com> Subject: RE: You have a new message from...

the Revdex.com consumer complaint #[redacted].   All happy, I issued a  refund. The student registered for a road test in [redacted] but they live in Saline which is 2 hours away. She called the day of the test and was told we have a 24 hour policy and can’t refund. Dad is happy now.       [redacted] Director of Marketing & Inside Sales

Hello [redacted],   After getting a chance to read your frustrations, I will apologize for any lack of communication from our staff that you say you experienced, but can tell you I stress to all of our employees the importance in the call center as well as in the field with our instructors for...

always communicating proactively with our customers.  I’m a bit shocked to hear your instructor refused to give his contact information out as he always gives it out to our students in case of driving related cancels, reschedules, etc. I will however speak with him about this and make sure that he is giving it out to all of his classes and students, as that is a requirement for all of our instructors that work for All Star.   As far as your other comments below, please see my thoughts and comments in-between each of yours:   All Star Driver Education basically provides little to no information or schedules. Our daughter had to miss a class and we were told that was ok. Then afterward, they said she had to make up a specific class - this was all just casual conversation to our daughter and no written information whatsoever! We looked it up on the website and calculated the date. But apparently what is on the website doesn't align with the date (i.e. the xth date isn't the Xth class - but you have to know which exact class to make up). I took off work and my daughter had to miss part of her school day for this. When she arrived, they indicated that it had changed. She was not given a time for the make-up class or it was not clear to her and it absolutely was not at all provided in writing or communicated to the parents in any fashion. The instructor simply did not care. All Star should provide the schedule in writing to the child and the parents and should contact the parents when any changes are made.   All of our most up to date schedules are always available on our website for all to see 24/7.  Our contracts prior to us using are required to be State of Ohio approved, which is true of ours. All make up day policies are written on our contracts. This is simply so that parents can refer to our contract when it comes to policies that have been regulated by us as a company, or by the state. If you were told your daughter could miss a day and that it was okay, that is true. It is totally okay, but our staff most likely explained to you that the time would have to be made up within 180 days from the start of your daughter’s driver education program.      All Star should accommodate all nearby school's schedules that do not offer a separate driver's education course. The All Star driver's class schedule requires my daughter to miss part of her school day for driver's ed and that would include tests and other priority things. It would be better to have some students have to wait for the class than to force other students to miss school, including exams, etc. It should also be noted that they don't care about the parents either as we have to take off work to transport our child to and from the class because it is not offered at our school.   We are a bit confused as to why we would be at fault because we don’t offer driver’s education at your high school?  You knew what location you were signing up for, for classes and if that location didn’t work for you, confused why you chose to sign up for that class for your daughter?    They make 0 attempt to communicate with parents. They are dealing with minors. All Star does not allow you to know or communicate with the person who has your child in his car! AND they do not post their company address, etc. on-line. I have to call a telemarketing bank in Michigan to talk with anyone at the company about a class that is near my home. Trying to work with this company is infuriating.   Confused here as well, seems like you are just upset as we do communicate with our parents via our 800 number, email contact forms, online chatting as well as we do list our address on our website, here is the link:   https://www.[redacted]     As far as a refund, I’m sorry but you already took all of the classes (except for the makeup class) and all driving lessons.  If you had brought this to our attention early on in the session, we would have considered such a prorated refund so you could have completed your program with a different company.   But we are willing to work with you to find a classroom time frame that works best for your daughters make up day, and would consider paying for your cost in gas to and from your house to that location, for that make up day. If you are interested in this arrangement, please contact our Office Manager – [redacted] via email [redacted]@allstarde.com or via phone [redacted], asking for her when you call.     Sincerely, [redacted]

This is the response I got from our Manager - [redacted] below: We went out of our way for this student.The student had a myriad of issues and was not available for his regular drive times. There were also  a couple cancellations on our end. He was in April class.The mother decided to...

schedule a road test a week out and at that point the student still NEEDED 6 of his 8 hours of driving. Since the student was going into the military and it was memorial day weekend we did all we could. [redacted] who does not usually do drives reached out and scheduled and did the 6 hours over the holiday weekend.We received the paperwork from [redacted] and sent the certificate Priority (Free of Charge to the customer) on Tuesday. Last I had heard the customer called on Thursday morning upset that it was not there yet. We tracked it and it was scheduled for a Saturday delivery. She was informed of this and was not happy.  A label was printed on 5/31/16 and it was mailed out on that Tuesday. USPS delivered it on 6/3 at 11:01am.   I don’t know why it took so long to get to them but unfortunately, Priority mail is not guaranteed. Flat Rate Envelope [redacted] (Sequence Number 1 of 1) Scheduled Delivery Date: 06/02/2016   Shipped to: [redacted] OH 43449-1421

[A default letter is provided here which indicates your rejection of the business's offer. 
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this offer appear below:
First, your manner of responding to me indicates that you do not care about your customers or take your business seriously. You are just using state mandates to turn a quick cheap profit. Nothing more.The actual class schedule and the website schedule are not the same and moreover, the schedule gets changed on a whim. What your telemarketing staff told me about a make up day was inaccurate and caused us three days worth of time to make up. Our daughter signed up for the summer course and so for that schedule was irrelevant. We were prepared to make-up one day with the time conflict, but I could not ask my daughter to miss her physics class repeatedly for a driver's ed course that apparently is so cheaply done - the videos look like they were made by a someone using imovie for the first time.Moreover, you market your program as if you are accommodating to area high schools, but you are not. The schedule only works for the host high school. I am actually giving you a means of making your business more profitable and you are turning it down because you would rather fight your customers than to provide quality service.You are correct, I am angry. But I am not angry just to be angry. I am angry because your business treats its customers horribly and does not deliver what is promised and and has no concern or pride in quality - just quick easy profits and a dictatorial relationship with customers. In short, your business is poorly run and managed at every stage and I hope the attorney general will close you down.
Regards,
[redacted]

Hello, I have spoken with [redacted] in our office whom worked with this customer to resolve the situation.  [redacted] indicated to me that: We rescheduled for free.  Daughter took test on 9/16.  So I believe this case should be resolved/closed considering our efforts per [redacted]'s comments in offering the reschedule for free. Thanks, [redacted]