Interactive Solutions, Inc.

Firstly, be aware that it costs $additional to get a high school creditAnd you do not get an email of an invoice after they charge your credit card, at least we didn'tMy daughter inadvertently asked for the high school credit without realizing that it was essentially just as much as the online education! I tried to request a refund for the credit but was turned downThey said the certificate was already mailed out to the high schoolGee, I wonder if the school really received the certificateRead on..She completed the online course during Thanksgiving week and weeks later we have not received the certificateThey claimed that the first time it was returned to them then it was resent the second time weeks ago and it still has not arrivedVerification of address has been done numerous timesI have talked to different representatives who were really hard to communicate with(strong accent, I think I repeated my email times to get it correct!!!) and I was either told they are basically doing me a favor for not charging me again for a duplicate certificate or keep waitingThen when asked if they were going to expedite the mailing, they said I would have to pay for the extra shipping costAfter long phone calls and complaints management decided to resend the certificate via expedited mail serviceWe will see if it works this time

Initial Business Response /* (1000, 5, 2015/08/21) */
Student was contacted several times on August 12th until reachedWe apologized for any phone system deficiencies and seemingly being unreachableScheduled all lessons, provided student with *** ***'s direct extension, sent
email confirmation to student with new lesson detailsThe 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.)

Initial Business Response /* (1000, 5, 2015/02/11) */
The customer has purchased practice permit tests on www.driversed.com back in The technical issue the customer experienced with accessing the product was never addressed to the companyWe apologize for that inconvenience and
restore the access to practice tests (tests purchased minus test taken back in 2012)The system is no longer asking for any additional payments unless the customer deliberately adds a new product to his accountFeel free to contact me directly if you have any questions at X-XXX-XXX-XXXX ext ***
Regards,
*** ***
Customer Support Supervisor
Initial Consumer Rebuttal /* (3000, 9, 2015/02/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company sent me a similar statement that failed the verificationTheir claim - added to you - that "The issue was never addressed to the company" is false: Here is the complete ping-pong of the recent fruitless exchange:
Original Message
From: *** M*** mailto:***@***-electronix.com
Sent: Wednesday, February, XXXX XX:XX
To: '***@driversed.com'
Subject: RE: Regarding your CA DMV Practice tests
Dear Ms***
Thanks so much for your endeavorI logged into my account and saw
California DMV-Licensed Drivers Education $
Discount ($49.50)
Practice Tests FREE
TOTAL $
There is no obvious way to obtain access to the FREE Practice Tests: When I click NEXT, it wants a Payment MethodDo I click APPLY DISCOUNT, it asks for the Promo Code that I don't have
Apparently, your server is doing the opposite of what you describe
Regards
*** ***, ***@***-electronix.com, www.***-electronix.com
Street address: *** *** LN, *** CA XXXXX-XXXX, USA
(***)Go-*** (XXX-XXX-XXXX) http://www.***-electronix.com/homepage
Original Message
From: DriversEd.com Info mailto:***@driversed.com
Sent: Wednesday, February, XXXX XX:XX
To: ***@***-electronix.com
Subject: Regarding your CA DMV Practice tests
Dear ***,
Thank you for choosing DriversEd.com! It was brought to our attention that you experienced some problems with accessing your CA DMV Practice testsIn you purchased practice testsWe have restored your access to those testsPlease, log back into your accountYou will have tests availableThe system will not ask you to make any extra paymentsFeel free to contact me directly if you have any questions
My phone number is X-XXX-XXX-XXXX ext ***E-mail: ***@driversed.com
Regards,
*** ***
Customer service supervisor
*** *** StSuite ***
*** CA XXXXX
TEL X-XXX-XXX-AUTO (XXXX)
EMAIL ***@DriversEd.com
facebook ***
Final Business Response /* (4000, 15, 2015/04/06) */
Mr*** M*** was in contact with me regarding the issue he had with logging back in to his account and taking the tests he paid forHere is his latest response: "I could successfully run a test.For me, the problem is apparently solvedYou *** advise Revdex.com to close the ticket
Thanks a ton"
Best regards,
DriversEd.com
*** ***
Customer Support Supervisor

Initial Business Response /* (1000, 5, 2014/08/13) */
Contact Name and Title: Accounting Manager
Contact Phone: XXXXXXXXXX ext ***
Contact Email: ***@driversed.com
After reviewing this case it appears there was mis-communication between Ms*** and our customer service representative
in terms of the refund request procedureMs*** was to send in a formal written request in writing via emailThis was never received and thus no refund was processedWe thrive in providing the best possible driving training to all our studentsShould there be any issues we are happy to address themAs a courtesy we have processed a full refund for this studentShould you have any questions please don't hesitate to contact us at *** ext ***
Initial Consumer Rebuttal /* (2000, 7, 2014/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you! Received the refund

Initial Business Response /* (1000, 8, 2014/12/16) */
We are in receipt of *** *** complaintUnfortunately, we are unable to retrieve payment information or course information that dates back in and thus unable to issue any refundMost of the courses since then have been
updatedHowever, we are happy to assist in any way as a courtesy we are willing to offer a free driversed course to *** ***We will be contacting *** *** with this informationHe is also free to contact us at *** Ext ***

Initial Business Response /* (1000, 5, 2014/10/22) */
In response to Mr*** complaint our website states as follows "Our online Michigan insurance discount course CAN help you earn a discount OF UP TO 20% off your current rates." We do not claim to give the 20% discount but simply
state that the course CAN HELP EARN A DISCOUNT UP TO 20%Some insurance companies accept the course certificate and in turn give students a discountOff course every insurance company operates differently thus the discount offer may varyIt is the obligation of the student taking the course to check in with his/her insurance company to find out if the insurance company accepts the course certification and if the company offers any discountsIt appears Mr*** *** have misunderstood the statementWe hope this response will clarify any confusion

This is the most unprofessional business I've ever come across.I applied for a 6 hour adult in car driving course and paid $369.

At first, my lesson schedule seemed pretty reasonable. The morning I had my first 2 hour lesson out of my 6 hours, my instructor was suppose to be there at 8am to start my lesson and teach me till 10am. But she didn't arrive till 8:51am. So this is where the problems started arising.

After the lesson, I was informed that I would be given a free hour lesson for the mixup. I was contacted about that at 10:20am and was told that I would be sent a schedule verification email. I checked my email at 12:30pm and still hadn't received it. I contacted Drivers Ed again at 12:46pm about not receiving the email and was told that they would send it to me again.

I then again checked my email for the verification just now, and it has STILL not been sent. It is 6:04pm and I called at 5:49pm to ask about the email AGAIN and there was nobody picking up the phone so I had to leave a voicemail which I was not pleased by. And today, I was told 2 hours before my second lesson, that my instructor was sick and so I would have another lesson at a later time.

I was informed yesterday September 8th that I would be getting my free lesson at an AM time and then today, September 9th was told that the women put me down for PM instead which is EVEN more inconvienent considering I have a month old daughter that I nurse at that time and put down.This business is unprofessional and not worth paying $400 for a company who can't even take care or answer to their high paying customers.



This was my first review on them. And the following is today's problem that I am now facing.

And now, it is 9/10. This is the 3rd day of my drivers Ed course.I had written a review yesterday about my 2 previous problems I had with this company.

My lesson was scheduled for 1pm to 3pm today and I was contacted me an hour before, by an employee to tell me that my instructor was sick. in which, I wouldn't have been upset if YESTERDAY, the same incident hadn't happened the day prior also. Considering I am a mother, I don't have time or should I have to, constantly badger a company to handle THEIR business.

Once again, I will ask, what am I paying $400 for? A company that doesn't even take care of their customers, who don't even bother trying to be considerate of other people's time and money?

Initial Business Response /* (1000, 8, 2015/02/10) */
The customer was issued a refund for $20.00 for the retake fee. on 01/28/2015 FL DHSMV has completely changed a format of permit test. All student's have to take 50 question test now. We are in the process of the transition student's...

account into a new test format which is giving to her for free. We have submitted the request to the DHSMV to reset all previous attempts. The test is administrated by FL DHSMV and unfortunately we have no control over resetting the test attempts. As soon as the test is reset by the DHSMv, the customer will be notified.
Initial Consumer Rebuttal /* (2000, 10, 2015/02/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They refunded the money requested. And, have agreeded to reopen her file.

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, 8, 2015/03/18) */
On 02/27/2015 [redacted] E [redacted] made a payment of $24.95 (not $39.00) for Florida DHSMV Permit test through www.driversed.com. $24.95 is the standard price for this product. DriversEd.com never charged $39.00 for FL Permit test. The...

confirmation transaction ID is [redacted] FL [redacted] test is administered by FL Department of Highway Safety and Motor Vehicles. According to FL rules, the student can take the test only 3 times. DriversEd.com is an approved third -party provider of the test, however DriversEd.com has a limited control over the test. Once the student uses his/her attempt, DriversEd.com has no power to restore it.
According to our activity logs, on 02/27/2015 at 2:34:58 PM Test with ID=XXXXXXXXXX was tarted by the student - [redacted]. At 2:43:21 PM (9 minutes later) the student exited the course which is strongly prohibited by the state. At 3:05:27 PM the student logged back in and the system marked her attempt as "Expired.Your browser was terminated during the exam."
In order to use a retake, the customer is required to pay $20.00. The customer contacted our Customer Support and requested a refund for the attempt she used. Before the student starts a test there is disclaimer that "If you close the window or exit the browser during the exam, your exam will be considered expired. Expired exams are failed exams."
Even though the student was not eligible for the refund, on 03/02/2015 DriversEd.com has issued the customer a credit for $20.53. Confirmation transaction ID: [redacted]
Please, feel free to contact me directly at X-XXX-XXX-XXXX ext 730 or via e-mail at [redacted]@driversed.com if you have any questions.
Best regards,
DriversEd.com
Customer Support Supervisor

Initial Business Response /* (1000, 5, 2014/05/21) */
We are in receipt of this claim and would like to refund for any fraudulent payments that we may have received. To be able to do so we need more information as we are currently unable to track these transactions with just the name...

provided. If Mr. [redacted] would contact me directly we will take care of this issue right away. I can be reached at XXX XXX XXXX ext [redacted] my is [redacted] Unfortunately, this is an issue beyond our control as we are all aware credit card fraud is in the increase. However, we use the highest level of security such that a transaction is declined if it does not meet all the security features. In some case the culprits have all the correct information and thus the transactions are successful. However, if the cardholder did not authorize we have no problem processing a refund.

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.)