National Safety Council

To Whom It May concern: In response to complaint ID- [redacted] , the student In question was late for a MA Registry of Motor Vehicles (MA RMV) required Driver Retraining Program class sponsored by our organizationCustomers receive a class confirmation that dearly notes expectations for arriving to class early and consequences of a rescheduling fee If they arrive late, The customer in question was emailed a confirmation immediately after registering via phone with our call center on 4/6/17, The customer had registered for the 5/3/class at our Bridgewater, MA location, The email clearly notes "There will be rescheduling fee charged to anyone who does not attend the class as scheduled, falls to bring the required confirmation or identification, or arrives late, (Attachment A) The reschedule policy for the Driver Retraining Program is also clearly noted on our website, The website detail can be found at under the Course Fee sectionA link to our FAQ's is also on that page, The question "What happens If I do not attend the class I'm scheduled to take, arrive late, or do not bring the required materials ?" defines the NO exception rescheduled fee policy as wellWhen the customer arrived at class late National Safety Council's part time employee Instructor noted he was late and indicated he needed to call to rescheduleThe customer became Irate and was swearing so the instructor called the police as she felt uncomfortable and the customer wouldn't leave, the police officer spoke to the customer and the customer left, Our instructor flied an Incident Report with the class paperwork regarding the customer's behavior and the reason for police dispatch(Attachment B) The customer then called into our call center aggressively and was disparaging to our representative's multiple times on 5/3/after he was turned away for being late to the classThe calls were recorded and have been saved with this report for documentation purposes The last call was escalated to the MA Program Administrator and later a Supervisor whommade the decision that It was In our best Interest given his hostile manner to waive the reschedule fee for the customerThe customer was given a rescheduled class for the next day, 5/4/17, for which he has successfully completed, His completion has been transmitted to the MA RMV as of 5/5/17, Should you have additional needs around complaint ID 12136748, please email our MA Driver Retraining Program at Thank you Sincerely, Sherry [redacted] Director, Data Management Center

Initial Business Response /* (1000, 11, 2015/09/15) */
Ms*** *** claims she called National Safety Council (NSC) because her certificate was required for insurance purposes and requested that it be emailed to her immediately and she did not receive itIt is our policy to keep text notes
on every inbound call and we do not see documentation in our files supporting her phone request for her expedited certificateMs*** did in fact complete her class on Friday, August 7, and she was mailed an original certificate on the next business day, Monday, August 10,
Furthermore, Ms*** was presented with materials when completing her course that informed her, per NYS Insurance Regulations, her insurance company has up to days after the course completion to receive her certificate of completion, and that the discount can be back dated to the completion date
We believe we have complied with all aspects of our online contract, which states that the "purchase price of the course is for all services, including, but not limited to technical and customer support, mailing of certificate of completion via first class mail, and electronic submission of completion data to the New York State Department of Motor Vehicles"In addition, it reads "the student agrees that he/she has reviewed all of the PIRP benefits and limitations as described in the NYS DMV C-32A brochure"This clause must be agreed to prior to starting the online course
Nevertheless, National Safety Council does boast its "Safe and Smart Guarantee" which states, "If for any reason you are not satisfied with your DDC Online Driver Safety Training Program in the first days, simply let us know and we will issue a no-question-asked refund." Therefore, we will be happy to refund Ms*** the cost of the course, $18.00; however, we do not believe we have liability for any of the other costs incurred by Ms***
We will issue a course refund promptly to Ms*** and correspondence will be mailed to her in response to her complaint

To Whom It May concern:  In response to complaint ID-[redacted], the student In question was late for a MA Registry of Motor Vehicles (MA RMV) required Driver Retraining Program class sponsored by our  organization. Customers receive a class confirmation that dearly notes expectations for...

arriving  to class early and consequences of a rescheduling fee If they arrive late, The customer in question was emailed a confirmation immediately after registering via phone with our call center on 4/6/17, The customer had registered for the 5/3/17 class at our Bridgewater, MA location, The email clearly notes "There will be rescheduling fee charged to anyone who does not attend the class as scheduled, falls to bring the required confirmation or identification, or arrives late, (Attachment A) The reschedule policy for the Driver Retraining Program is also clearly noted on our website, The website detail can be found at                                       under the Course Fee section. A link to our FAQ's is also on that page, The question "What happens If I do not attend the class I'm scheduled to take, arrive late, or do not bring the required materials ?" defines the NO exception rescheduled fee policy as well. When the customer arrived at class late National Safety Council's part time employee Instructor noted he was late and indicated he needed to call to reschedule. The customer became Irate and was swearing so the instructor called the police as she felt uncomfortable and the customer wouldn't leave, the police officer spoke to the customer and the customer left, Our instructor flied an Incident Report with the class paperwork regarding the customer's behavior and the reason for police dispatch. (Attachment B) The customer then called into our call center aggressively and was disparaging to our  representative's multiple times on 5/3/17 after he was turned away for being late to the class. The calls were recorded and have been saved with this report for documentation purposes.  The last call was escalated to the MA Program Administrator and later a Supervisor whommade the decision that It was In our best Interest given his hostile manner to waive the reschedule fee for the customer. The customer was given a rescheduled class for the next day,  5/4/17, for which he has successfully completed, His completion has been transmitted to the MA RMV as of 5/5/17,  Should you have additional needs around complaint ID 12136748, please email our MA Driver Retraining Program at                 . Thank you.  Sincerely, Sherry [redacted]Director, Data Management Center