Safeway Driving School

Sent: Sunday, July 10, 8:AM Subject: Re: Revdex.com of Houston and South Texas- Complaint regarding Your Business # [redacted] We have already spoken to the consumer and we are working diligently with the consumer about these issues

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.

Sent: Wednesday, February 10, 12:PM Subject: Re: Houston Revdex.com Complaint #*** We have already spoken to the consumer and we are working diligently with the consumer about these issues

Sent: Sunday, July 10, 2016 8:58 AM Subject: Re: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted] We have already spoken to the consumer and we are working diligently with the consumer about these issues.

Unfortunately, as is often the case, Safeway has a different recollection of this issue. First, when the student began his classroom instruction in Oct, 2015, Ms. [redacted] signed a Service Agreement which outlines Safeway’s program and it includes this language:"Make-Up Lesson Fee. ...

The cost of a Make-up Behind-the-Wheel Lesson is $75.00. This fee is in addition to the package price. A Make-up Lesson will be required under the following circumstances:• If a driving lesson is canceled with less than a 24-hour notice (weekends and holidays not included).• If the student does not possess a valid permit when the instructor arrives for the scheduled driving lesson.• If the student is not available for the driving lesson at the scheduled appointment time or place. The instructor will wait for ten minutes."In signing and acknowledging the terms of the Service Agreement, Ms. [redacted] also acknowledged she had read the Parent Letter which accompanied the agreement.  The Parent Letter also described the Make-Up Lesson Fee.When a behind-the-wheel lesson is scheduled, an email confirmation is sent to the email addresses in the student record, in this case to both Ms. [redacted] and her son.  The email includes language that “A $75.00 cancellation charge will be assessed if a lesson is cancelled within 24 hours of the scheduled lesson.”  A reminder email with similar language is sent the day before the lesson. In short, it is hard to understand how Ms. [redacted] was not aware a fee would be charged for a late cancellation. Second, when our instructor arrived at the student’s house for his second behind-the-wheel lesson, she was told by the student that he couldn’t find his permit and was asked to wait while he looked for it.  Both the student and Ms. [redacted] looked for the permit in the apartment, in her car, in her purse while the instructor waited.  It is illegal in Minnesota for a driver with an Instruction Permit to drive without their permit with them.  Consequently, without the permit, the student could not legally drive and the lesson could not be given.  The instructor explained this to the student and Ms. [redacted], explained the $75.00 late cancellation fee and, after 20 minutes of waiting, left.  At the time, Ms. [redacted] made no comment concerning the $75.00 fee. After the student applied for and was issued a replacement permit by the State, Ms. [redacted] called to re-schedule the second behind-the-wheel lesson.  Our telephone staff would normally have mentioned at that time any outstanding balance due at the lesson.  In addition, the confirming email immediately sent included language that “Our records indicate a current student balance of $75.00.”  The reminder email the day before the lesson had the same language. When the student scheduled the third and final behind-the-wheel lesson, our telephone staff again would normally have mentioned any outstanding balance due at the lesson.  Again, the confirming email included language that “Our records indicate a current student balance of $75.00.”  The reminder email the day before the lesson had the same language. In short, it is hard to understand how Ms. [redacted] was not aware a fee was charged for the cancelled lesson and that the student had a $75.00 balance due. Last, Safeway prides itself on its friendly, helpful and professional telephone staff.  Ms. [redacted] even references this in her complaint.  Our staff, instructors and office staff alike, are what set us apart from our competition.  The phone conversation on Aug 10 was no different.  The Safeway employee with whom she spoke was at all times calm and friendly, explaining the fee and the options related to it in a professional tone.  At no point did the Safeway employee raise his voice, let alone yell.  Ms. [redacted], in contrast, was loud, belligerent, disrespectful and argumentative, constantly interrupting and talking over the Safeway employee’s explanations.  In the middle of one such explanation, she hung up.  If anyone had reason to feel threatened in the conversation, it was the Safeway employee. It is not unreasonable to expect that when a private driving lesson is scheduled, the customer is responsible for being prepared for the lesson.  Safeway’s instructor was paid for the cancelled two-hour lesson, as is our policy.  Our $75.00 cancellation fee covers that cost.  Safeway should not bear the expense associated with a student’s lost permit.

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.