Heights Driving School

TO WHOM IT MAY CONCERN:   Re:  [redacted] (student)   We are in receipt of [redacted]’s Complaint that Mr. Y[redacted] did not show up for one of her daughter’s driving lessons.  Due to a medical issue the morning of [redacted]’s lesson (Friday, 5/19/2017 at 10:00am), Mr. Y[redacted] was...

unable to show up as scheduled.  Unfortunately, due to his emergency, he was also unable to notify the office that he was going to miss [redacted]’s lesson.  At 10:45am that morning, Anna (our secretary) received a call from [redacted] to inform us that our instructor had not shown for her lesson.  Anna immediately offered her another lesson at 2:15pm the same day.  [redacted] stated she could not take the lesson due to work.  Anna told [redacted] that she would try to find another lesson for that day and would call her back.  Within 10 minutes, [redacted] called and complained that [redacted] needed to go at 10:00am today and we better have someone at her home in 15 minutes; she then terminated the call.  A few minutes later, [redacted] called back and requested a lesson at 10:00am.  Anna explained that it was already past 11:00am, making his request impossible.  She offered to call our staff to see if she could find any instructor to come before 2:15pm.  We did attempt to locate an instructor, but all our instructors were booked and we could not accommodate [redacted] that day.  Anna then requested that [redacted] pick any other day and time and we would accommodate [redacted]’s schedule.  [redacted] picked the next day (Saturday, 5/20/2017 at 8:00am). That lesson did go off as scheduled and [redacted] has finished her driving lessons with us; we have produced and issued her Certificate of Completion today. Heights Driving School strives to provide excellent service and when (as in this case) a lesson is canceled, we try to offer another lesson the same day.  If we cannot do so, we offer another lesson at anytime to accommodate the customer’s schedule (which we also did in this case).  We feel we did all we possibly could to remedy this situation and apologize for any inconvenience our instructor’s medical emergency may have caused [redacted]. Sincerely, Daniel C**, CEO Heights Driving School, Inc.

Consumer responded via phone:Consumer stated his daughter did receive and complete the driving school.  However, the lessons offered  were not convenient.