Serenity Massage & Wellness Spa LLC

Dear Ms ***, This letter is written in response to your letter dated today, December regarding a complaint received by your office from Ms [redacted] Complaint (verbatim): (prefaced with irrelevant inkrmation) We paid money liar the premium programWhich states, that the student will be picked up from school (we had a problem ;nth that as well) We were told afier we signed up for scheduling our drives online, we would receive a phone calls to help with scheduling the drives(T NEVER HAPPENED) From the beginning we've been diligently tryin g to schedule drivesWe never once waited on anyone to call usThe software, for scheduling drives are not even compatible with all technological devicesSo we had to call to scheduleAlso, it stoles that we if- we need to cancel a drive, then the school needs a hour noticeSince we weren't able to schedule online, this meant we had to call to cancel the driveLets look at the school operating timesNoon -7pmAnd there's no one to answer to the phones between the hours of 3-4pmSo now this student's family are going to have to incur a cancellation penalo, for not being able to cancel a drive, iftbeir technological device aren't compatible with the softwareThere isn't a answering service or any office staff available before noonMy husband drove me to the office and I spoke to [redacted] (irrelevant inkrmation)She refused to help usI also brought up to her one incident where my son came in fora schedule drive, but when he arrived found out that he was merely observing; Which was fine, but he never received the credit hours for the observationI Has informed that there was an issue with an employee and a scheduling conflict Hiller nay, my son showed up [redacted] said that the burden of proof was on my son due to change of personnel She needed a name oldie driver/instructor, and that she would get back to usMy son did provide the info to ***When I asked again if she would help us with scheduling, she simply stated we needed to continue to try and schedule onlineTo this day our son has not received the credit towards his hoursAlso, may I add that prior to signing up for the online scheduling, which is an additional $on top of the fee, the school refused to schedule us for any drivesSo essentially I was 'breed to pay an a fee just to have access to schedule a drive(irrelemnt inktmation) It almost seems like they Haat us to go over a yearSo that we have to pay another fee to continueResponse: This student was originally signed up for the Basic Package on April 6, (Attachment A)Student was upgt tided to the Premiere Package on April 22, (Attachment B)Class began April 13, School shuttling is not part of the Basic Package as explained to the parent during contract signing, therefore, the student was not scheduled for piat their designated high school prior to their upgrade Our regular business hours are noon - 7pm as published in our brochure (Attachment C), and we are closed for lunch 3-4pmThe answering machine is on around the clock, days a week Parents and students are instructed, once the permit has been obtained, they should call the office to schedule a drive and should plan on driving once per monthAny and all changes to pre-scheduled drives must be completed by the student/parent online (Attachment A, D, E) Parents are informed any drive not canceled with more than hours will incur a $no show/late cancellation fee (Attachment A, D, E)Parents are required 5-hours of practice with their student driver before the next drive is scheduled as parents are required by law to complete a minimum of practice hours with their studentTo date, no practice hours have been entered for this student (Attachment F) I met with this parent on Aug 12, 2015, and scheduled the student to drive the next dayDuring this meeting, parent stated student came in previously and was not on the schedule to drive that dayThis happens occasionally when students fail to check the online calendar and assume they know their drive is scheduledOur policy allows students to join a driving session if there is room in the vehicle in order to complete observation hours when this occursGiven that the student was not on the schedule, the date the student came in is needed in order to verify the amount of time the student observedIt is unlawful for our school to give credit without verificationResearch has shown all time driven by student was credited accurately (Attachment G) Parent was informed at contract signing and again at the time the TEA-certificate was issued the next step was the creation of their account on the Schedule2Drive online calendar (Attachment A)All student drives are tracked and scheduled via that website toolThis tool is functional on all web-enabled devices Students are not charged for an extension if they find months is not enough time to schedule their sessions and they have been diligent in their efforts to complete within their contract periodIn conclusion, the legal contract for this student is valid April 13, - April 13, The student is scheduled for completion of the Rhodes Driving School Driver Education Program on January 14, (Attachment G)We will continue to work with this client until all state requirements are met [redacted] Cardenas

Please call our office and we will help you schedule your drivesWe will also try to contact you directly

Dear Ms [redacted], This letter is written in response to your letter dated today, 10 December 2015 regarding a complaint received by your office from Ms [redacted]. Complaint (verbatim): (prefaced with irrelevant inkrmation) We paid money liar the premium program. Which states, that the student...

will be picked up from school (we had a problem ;nth that as well) We were told afier we signed up for scheduling our drives online, we would receive a phone calls to help with scheduling the drives. (TI-IA T NEVER HAPPENED) From the beginning we've been diligently tryin g to schedule drives. We never once waited on anyone to call us. The software, for scheduling drives are not even compatible with all technological devices. So we had to call to schedule. Also, it stoles that we if- we need to cancel a drive, then the school needs a 24 hour notice. Since we weren't able to schedule online, this meant we had to call to cancel the drive. Lets look at the school operating times. Noon -7pm. And there's no one to answer to the phones between the hours of 3-4pm. So now this student's family are going to have to incur a cancellation penalo, for not being able to cancel a drive, iftbeir technological device aren't compatible with the software. There isn't a answering service or any office staff available before noon. My husband drove me to the office and I spoke to [redacted] (irrelevant inkrmation). She refused to help us. I also brought up to her one incident where my son came in fora schedule drive, but when he arrived found out that he was merely observing; Which was fine, but he never received the credit hours for the observation. I Has informed that there was an issue with an employee and a scheduling conflict Hiller nay, my son showed up. [redacted] said that the burden of proof was on my son due to change of personnel She needed a name oldie driver/instructor, and that she would get back to us. My son did provide the info to [redacted]. When I asked again if she would help us with scheduling, she simply stated we needed to continue to try and schedule online. To this day our son has not received the credit towards his hours. Also, may I add that prior to signing up for the online scheduling, which is an additional $12.00 on top of the fee, the school refused to schedule us for any drives. So essentially I was 'breed to pay an a fee just to have access to schedule a drive. (irrelemnt inktmation) It almost seems like they Haat us to go over a year. So that we have to pay another fee to continue. Response: 1.      This student was originally signed up for the Basic Package on April 6, 2015 (Attachment A). Student was upgt        tided to the Premiere Package on April 22, 2015 (Attachment B). Class began April 13, 2015. School shuttling is not part of the Basic Package as explained to the parent during contract signing, therefore, the student was not scheduled for pick-up at their designated high school prior to their upgrade. 2.      Our regular business hours are noon - 7pm as published in our brochure (Attachment C), and we are closed for lunch 3-4pm. The answering machine is on around the clock, 7 days a week. 3.      Parents and students are instructed, once the permit has been obtained, they should call the office to schedule a drive and should plan on driving once per month. Any and all changes to pre-scheduled drives must be completed by the student/parent online (Attachment A, D, E). 4.      Parents are informed any drive not canceled with more than 24 hours will incur a $40 no show/late cancellation fee (Attachment A, D, E). Parents are required 5-6 hours of practice with their student driver before the next drive is scheduled as parents are required by law to complete a minimum of 30 practice hours with their student. To date, no practice hours have been entered for this student (Attachment F). 5.      I met with this parent on Aug 12, 2015, and scheduled the student to drive the next day. During this meeting, parent stated student came in previously and was not on the schedule to drive that day. This happens occasionally when students fail to check the online calendar and assume they know their drive is scheduled. Our policy allows students to join a driving session if there is room in the vehicle in order to complete observation hours when this occurs. Given that the student was not on the schedule, the date the student came in is needed in order to verify the amount of time the student observed. It is unlawful for our school to give credit without verification. Research has shown all time driven by student was credited accurately (Attachment G). 6.      Parent was informed at contract signing and again at the time the TEA-964 certificate was issued the next step was the creation of their account on the Schedule2Drive online calendar (Attachment A). All student drives are tracked and scheduled via that website tool. This tool is functional on all web-enabled devices. 7.      Students are not charged for an extension if they find 12 months is not enough time to schedule their 7 sessions and they have been diligent in their efforts to complete within their contract period. In conclusion, the legal contract for this student is valid April 13, 2015 - April 13, 2016. The student is scheduled for completion of the Rhodes Driving School Driver Education Program on January 14, 2016 (Attachment G). We will continue to work with this client until all state requirements are met.   [redacted] Cardenas

The certificate was mailed to the customer on January 16,2017 at no additional charge.