James Green, Jr. Attorney

Ms***'s daughter attempted to cancel her scheduled behind the wheel appointment with less than our required hour notice At that time, Ms***'s daughter did NOT indicate the reason for cancellation but was informed if she did cancel there would be an additional fee added due to the
late cancellation Ms***'s daughter did not seem to agree with this policy and ended the phone call with my employee My employee did report that Ms*** called back and was very angry in regard to the way she felt her daughter was treated My employee informed Ms*** that the office manager would be available on Monday To our knowledge Ms*** has not attempted to contact management. Other employees that were present at time of Ms***'s daughters initial call have all been interviewed privately They are all in agreement that they do not feel that Ms***'s daughter was treated poorly My employee was firm regarding our policy but that is different from "rude" Considering, that neither Ms*** or myself were on the line for the call, I do not feel that filing this complaint is justified I apologize if she felt her daughter was treated poorly, however, through my investigation into this incident, I am not able to find her complaint factual I would hope that Ms*** would find it important to recommend a driving school based on the safe driving instruction her daughter receives rather than issue with policies she signed at the time of enrollment

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I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
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*** ***

I have received a response from Arcade and I think their explanation is totally ridiculous. It states that management has spoken to other staff in respect to how my daughter was treated. I would first be inclined to ask how other employees were aware who was on the phone at the time poor customer service was given was there some form of an announcement made or was the call monitored and shared with other office staff. I would also want to know at who decides as to what is fair customer service if not the customer. My biggest concern was not the fee associated in rescheduling the appt. , but in the quality of customer service. I have already paid 320.00 so a fee of 40.00 would not be an issue and the insinuation of money being the problem is poor customer service as well. Last my issue does lie with the instructor who has done a descent job, but again is with the mediocrity of the office staff.

This is in regard to the complaint submitted on 6/5/17.  Please see the sequence of events below:5/16/17 at 6:26 p.m. an rep from our office spoke with Jayson [redacted]'s mother. We asked to change his scheduled driving appointment from 5/23/17 to 5/20/17 with a different instructor, because his...

previous instructor had been terminated. The mother agreed to change the appointment to 5/20/17.5/17/17 at 5:07 p.m. Jayson [redacted]'s mother contacted our office to cancel the 5/20/17 appointment made the day before.  We canceled the appointment and rescheduled on the phone with the mother to 6/5/17 at 3:00 p.m. 6/5/17 at 3:01 p.m. the [redacted], Kristy, contacted the telephone number we have on file. ###-###-####. The instructor was at [redacted] for Jayson's appointment and the student was not present.   A woman answered the call and told Kristy no one by the name of Jayson was at that number. 6/5/17 at 3:15 p.m. Jayson [redacted]'s mother called the office to ask what time her son was scheduled for.  Donna politely told her the appointment was at 3:00 p.m. 15 minutes ago and the instructor had left [redacted].  Donna did inform the mother that per her agreement, when a student does not show there is a $55.00 additional fee.  The mother became very angry and said the appointment was for 5 p.m.  That appointment time could not have been possible. When this appointment was scheduled on 5/17/17 the 5:00 p.m. was already filled so we could not have possibly placed Jayson for 5 p.m. Jayson's mother did not like what Donna had reported to her and asked to speak the with manager.  Donna forwarded the call to Kristy, the [redacted].  Kirsty reinforced what Donna had already reported to the mother.  I was present in the office during both conversations on 6/5/17.  I do not agree that anyone from my office was rude or unprofessional with Jayson's mother.  I believe it is fair to report  that they were firm with what they indicated to her.  There is a difference between rude and firm and I do not believe either rep was rude.  There were issues with Jayson's first driving instructor and for those reasons she is no longer employed with the company.  To compensate Jayson and his mother we did offer Jayson the service of an additional driving lesson refresher before his road test.  This would be at no cost to them.  Jason's mother accepted.  Per her agreement a missed appointment fee is typically $55.00.  We already offered to drop $15 off that fee.  I believe that Jayson's mother may have thought she could get Jayson to [redacted] within the 30 minute window once he was released from school.  We apologize for the inconvenience she had in the past and we did our best to compensate her for that.  However, Jayson was scheduled for the appointment on 6/5/17 at 3 p.m. and there is a charge for missing that appointment.  We would be willing to either waive the missed appointment fee or forfeit the additional lesso