City Auto School , Inc.

According to the initial complaint filed by Ms. [redacted] of Brighton, Ma, the issue occurred in July 2015. I will address each of her issues : In regards to our record keeping system, we rely upon the client providing their phone number when making appointments. We keep track of the client...

through their number in our database. Therefore, even if a client has a common name, e.g. [redacted],  the phone number we have listed for them would serve to indentify the correct client. In regards to our no show and cancellation policies, it is posted on both on our website and in our office that cancellations should be made at least 24 hrs in advance. Canceling the day of the driving lesson constitutes a No Show. According to our records, the complainant had booked two consecutive driving lessons combined the time would be 1.5 hours. By No showing at the agreed upon time, we must still pay our instructor for his services, thus leaving us "on the hook" as a result. At the time, she had yet to pay for the driving lessons. As a compromise we offered her to pay for just one of the two lessons. However, the complainant refused to accept our offer. We believe that, in light of the No Shows, it is reasonable for us to expect payment first before services are rendered to the client. Thus, as she had no pay for the lessons, she did not lose any money as a result. However, our company wasted both time and resources as a result of this issue. Each driving school has their own respective policy on cancellations and No Shows. However, it fairly standard in our industry that for No Shows, the client will still be billed for a session as the No show is a result of their negligence, ignorance, and /or inattention to detail. From our perspective, the client had the option of choosing from one of the many available driving schools. By agreeing to take the lessons from us, the client also agrees to abide by our policies.

Our website made it very clear that the fee are only for the schools service. the fee is included for five driving classes and one time sponsor for a road test. That means using the school car, book the road test appointment for the student and the driving instructor will be the sponsor for the...

test. The fee for the [redacted] charged is not included. Also every student that registered in our school, we explained our school policy and what the fee we charged included. I believe no other driving schools would pay for the [redacted] fee for the student so that students are responsible for any fee that the [redacted] charged. Enclosed are the printouts from our website. It is very clear that indicate the [redacted] fees are not included.

I took 2 driving classes not one. There was a road test set for January where I was going to be taken by them and I canceled it 2-3 weeks prior. I see that their facts are incorrect and they won't acknowledge the truth, but I want it to be known that what I am saying is true. It's unfortunate that companies do this kind of thing to good people and get away with it. I will tell everyone I know to stay far away from this company. It's hard to get proof in writing from the registry that a company like this keeps using the permit information online like a regular person can. But maybe some day the company will get caught for there wrong doing and pay for it.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[I did not call to make two consecutive appointments in July, 2015 on a Saturday. I have worked weekends for years now. Your staff does not have proof that I in fact did make a call to set up an appointment, other than what was written down falsely. Now, it is possible that your employee may have looked up the wrong records considering my name is common. I will gladly look over my phone records if you send me the information you have including the date and times this call was placed. Mr. [redacted] failed to solve this issue and reluctantly re-stated incorrect information. ]
Regards,
[redacted]

Our company has done an in depth review of the complainant's complaint. Based on our investigation, our company has not found any wrongdoing with the services that we have provided to the complainant. Per our data, the complainant has requested our company to provide driving lessons on June 25,...

2014. This is the only lesson that the complainant has taken from us. In addition, there is no record from our system to show a road test was scheduled by us for the complainant. Our company has been in the industry for more that 15 years and our staff has always provided our services to our customers with the highest integrity. If the complainant can proof the reason of the registry charge is due to our company's booking along with the original receipt from the registry and the date of the charge is within his learning period, our company would be more than happy to return the charge upon the receipt of the documents.  Best Regards, [redacted]

This was not explained or clarified. I ask your employees multiple times what I was paying for and they always tell me the road test. Posted on your wall inside your school it says five lessons and the road test. But your very rude employees have been no help and I will take this to higher authority. 
Regards,
[redacted]