eDriving, LLC

Initial Business Response / [redacted] (1000, 5, 2015/08/20) */ DriversEd.com [redacted] St., Unit [redacted] XXXXX August 20, To whom it [redacted] concern: Re: Complaint Activity Report, Case # XXXXXXXX The customer who filed this complaint, [redacted] , was unable to use our third-party identity verification system, which is provided by LexisNexisFurther, she stated that she believes that "the whole thing is a scam, and very few people actually get the benefit of 'no notary or DPS trip'"The customer has requested that we make our customers "aware that there is a very good chance that they will indeed have to go to the notary and DPS." Through and 2015, we have graduated more than 29,students, fully three-quarters of whom were able to use the third-party identity verification systemIt is important to us to make sure this customer, as well as our prospective customers, are satisfied and well-informed Currently, our site messaging includes the following bullet point from this https://driversed.comadult-drivers-ed.aspx: Do it all onlineno trips to the notary or DPS! From that text, a popup screen explains the details of how that works, including the fact that "In some cases (for example, if you're a new [redacted] resident), online identity verification might not be available." In response to this customer's complaint, we will take the following actionsTo make this process clearer, so that prospective students do not feel misled, we are beefing up this text, taking it out of the popup screen and placing it immediately below the bullet point, to make it more prominent These changes will go live in a week's timeOnce it is live, the following copy will appear on the

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThank you Revdex.com.Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***

Good Evening, I sincerely apologize for any inconvenienceI contacted the phone number provided to further assist you with the corrections needed, I was only able to leave you a voicemail with my direct phone numberAs of today 1/2, I have not received any update with the information needed to correct your child's accountPlease contact me at your earliest convenience Best Regards, [redacted]

To whom it may concern:
Re: Complaint ID ***
The customer who filed this complaint was unsatisfied with the information posted on our website about Adult Drivers Education courseThe customer was interested in getting an auto insurance discount after completing this courseHowever, his
insurance company declined his request to provide the discount
Unfortunately, this Adult Drivers Education course is not state-approvedThis course is intended primarily to help adults drivers improve their driving skillsThis course also help to earn an insurance discount in states that do not require drivers education for adults seeking their first license, however we always ask the customer to check heck with their insurance agent to determine their eligibility for the discount prior signing up for this courseIn the FAQs section it says: “When you call, simply ask how much you can save off your insurance by taking DriversEd.com's Adult Drivers Education Course”
In response to the customer’s complaint we have taken the following actions: as a courtesy we have issued a full refund in the amount of $Refund transaction ID is ***We still keep customer’s account active, so he can review the course materials free of charge
Thank you for contacting DriversEd.com, and please do not hesitate to contact us if we may be of further service
Sincerely,
DriversEd.com
Customer Support Team
###-###-####

Good Afternoon Mrs***,
I sincerely apologize for the any inconvenienceOur records indicate your child registered and paid $39.95, for our online *** Driver Education courseThe form (DL33) you have requested to be completed by our school states “I certify that____ , while a student
at this school, successfully completed a course in classroom driver education and/or behind-the-wheel driver training equivalent in length and content to that described in Section of the *** Administrative Code and/or Section of the *** Education Code.”Unfortunately, the course your child completed does not meet the *** Driver Education and Training requirements listed on the formTherefore, as we explained to Mr*** on 3/24/we would not be able to complete the form as requested
Should you have any additional questions, please feel free to contact our customer support
Sincerely,
*** *

Dear Mr***,
DriversEd.com sincerely apologizes for any inconvenience you experiencedAfter further reviewing your request and daughter’s account it appears a refund was issued on 1/20/*** registered for our online Texas 32-hour Drivers Education course with DriversEd.com and
successfully completed the course on 9/7/ Our records indicate the original certificate of completion was mailed on 9/7/2017, via USPS (5-business days)Unfortunately, the certificate was not returned to us by the post officeOn 1/20/2017, you contacted DriversEd.com Support to check the status of the certificate of completionCustomer support representative provided delivery details for the original certificate sent on 9/7/You requested a digital copy to be sent to the DPS office, per the Texas Department of Licensing and Regulations, the certificate of completion is not allowed be scanned, faxed or replicated or altered in any wayAt that time, you were also informed of the $processing fee to have another certificate resent to youYour payment was processed and another certificate was generated
*** account was reviewed later that day by management and the $fee was refundedThe duplicate certificate was mailed on 1/23/17, via USPS (5-business days)As of today, the certificate has not been returned therefore it is our hope that you received the certificate and *** could complete her test
Should you need any further assistance please feel free to contact me via email
Sincerely,
***
Customer Service Operations Manager
***.***

Initial Business Response /* (1000, 5, 2015/08/21) */
We attempted to contact the parent who filed the complaint for several days and finally spoke with Mrs*** on 8/to address her concernsThe student was scheduled for 8/and is now pleased after receiving ***'s direct
number/extention and all being scheduled*** attempted to contact her again today and left her a voicemail to follow upThe student has been placed in our personal touch program to ensure that all goes well henceforth and the parent is fully satisfied in all manners
The parent basically only wanted the student to be scheduled from one specific pick up location without compromiseThus we had to reschedule several other students to meet the demands of *** to this one pickup locationAll is progressing well and parent fully pleased

I did receive a phone call and yes you did leave a message. I did call back as soon as I got off work. I too left a message. I never received a call back after leaving that message. 
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/20) */
DriversEd.com
[redacted] St., Unit [redacted] XXXXX
August 20, 2015
To whom it [redacted] concern:
Re: Complaint Activity Report, Case # XXXXXXXX
The customer who filed this complaint, [redacted], was unable to use our third-party...

identity verification system, which is provided by LexisNexis. Further, she stated that she believes that "the whole thing is a scam, and very few people actually get the benefit of 'no notary or DPS trip'". The customer has requested that we make our customers "aware that there is a very good chance that they will indeed have to go to the notary and DPS."
Through 2014 and 2015, we have graduated more than 29,000 students, fully three-quarters of whom were able to use the third-party identity verification system. It is important to us to make sure this customer, as well as our prospective customers, are satisfied and well-informed.
Currently, our site messaging includes the following bullet point from this page: https://driversed.com/[redacted]/adult-drivers-ed.aspx:
Do it all onlineno trips to the notary or DPS!
From that text, a popup screen explains the details of how that works, including the fact that "In some cases (for example, if you're a new [redacted] resident), online identity verification might not be available."
In response to this customer's complaint, we will take the following actions. To make this process clearer, so that prospective students do not feel misled, we are beefing up this text, taking it out of the popup screen and placing it immediately below the bullet point, to make it more prominent.
These changes will go live in a week's time. Once it is live, the following copy will appear on the page:
Here's the scoop: no matter what adult drivers education course you take in [redacted], the state requires that your identity be verified. It doesn't matter if you take adult drivers education online or in the classroom, [redacted] wants to ensure that you are in fact you!
Other online providers have you take the entire 6-hour course, and then as part of the final exam procedure send you out into the world and find a random notary to have your identification confirmed. It's a hidden fee that can cost you between $10-$30 just to verify your identity!
DriversEd.com offers identity verification online, and our process is different. Before you start the course, you sign up for our voice verification systemit's free, and you do it all right at home!
Simply make a quick phone call and record your voice password. During the course, we'll ask you to call us and provide your voice password ** we know it's you. Before you take your final exam, we'll verify your identity by having you answer a few questions online. In most cases, no trips to the DPS or the notary are needed! In some cases, (for example, if you're a new [redacted] resident), online identity verification might not be available.
Thank you for calling this matter to our attention, and please do not hesitate to contact us if we [redacted] be of further service.
Sincerely,
DriversEd.com Team
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not. My son, who the course was for, has just turned 18, and as such, has no legal "records" such as bills, etc, online. He never had the opportunity to do the voice verification, and I was told this was because they could find no record of him. He is not a "new [redacted] resident", he has lived here for 8 years. Your assertion that "fully three-quarters" of your clientele was able to do this, obviously does not include those, like my son, who has no bills, warrants etc, in his name. It's also a very ambiguous statement. If you can tell us how many have used this course, why can't you give an exact number on how many actually were approved through your system, and how many others you "sent out into the world to find a random notary" just like the other courses that you revile. I'd like to also mention, when I asked to speak to a manager about this, and the call was transferred, I got less then a sentence out before she just hung up the phone, and then no one would answer their phones. so shoddy customer service is an issue as well. I'd also like to address their instructions to the notary as well. It tells you to bring a photo id, or if you don't have one, your original birth certificate and social security card. My son doesn't have a photo id yet, (part of the reason to get him the license) and when we went to the notary, we were told [redacted] requires some sort of photo id, that the birth certificate and social security card were not enough. I was unaware of this when I sent in my first complaint, as we had not yet gone to the notary. So the erroneous information continues.
Final Business Response /* (4000, 9, 2015/09/09) */
Dear [redacted],
Thank you for taking the time to communicate to us why our service did not meet your expectations. As per our conversation today, I have processed a full refund for $33.26 as a compensation for all troubles and inconvenience we have caused you. Your refund confirmation ID is: [redacted]. Please, allow 5-7 business days for the transaction to appear on your bank account. In addition, we will further evaluate how we can prevent this problem from occurring again in the future. A project to make all necessary corrections on the website has been already assigned to our development and content team.
Please accept our sincerest apology. Again, we highly appreciate your feedback as it will assist us in becoming better at what we do. Feel free to contact me directly with any question or concerns you [redacted] have at X-XXX-XXX-XXXX ext. [redacted]
Thank you!
Best regards,
[redacted]
Customer Support Supervisor
X-XXX-XXX-XXXX ext.[redacted]@driversed.com

Initial Business Response /* (1000, 5, 2015/08/27) */
DriversEd.com
[redacted] St., Unit [redacted] XXXXX
August 27, 2015
To whom it [redacted] concern:
Re: Complaint Activity Report, Case # XXXXXXXX
The customer who filed this complaint was unsatisfied with the information posted on our...

website under Payment and Pricing section in the FAQs.
The customer was interested in getting a discount for the Behind -the - Wheel lessons. When the customer called and asked for "Manager's Special", there was no special available at that moment.
In response to this customer's complaint, we will take the following actions. To make this process clearer, so that prospective students do not feel misled, we are updating our FAQs section. In addition, we have provided the customer with a desired discount and have already scheduled the first 3 driving lessons for her son.
Thank you for calling this matter to our attention, and please do not hesitate to contact us if we [redacted] be of further service.
Sincerely,
DriversEd.com
Customer Support Team
Initial Consumer Rebuttal /* (2000, 7, 2015/08/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you Revdex.com.Sincerely, [redacted]

Good Evening,
I sincerely apologize for any inconvenience. I contacted the phone number provided to further assist you with the corrections needed, I was only able to leave you a voicemail with my direct phone number. As of today 1/2, I have not received any update with the information needed to...

correct your child's account. Please contact me at your earliest convenience.
 
Best Regards,
[redacted]
[redacted]

Initial Business Response /* (1000, 5, 2015/08/21) */
Student was contacted several times on August 12th until reached. We apologized for any phone system deficiencies and seemingly being unreachable. Scheduled all lessons, provided student with [redacted]'s direct extension, sent email...

confirmation to student with new lesson details. The student has been placed in our personal touch program to ensure complete satisfaction in all manners and is happy with outcomes to date.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)