Tom's Driving Academy, LLC

Complaint: [redacted]I am rejecting this response because:
I filed a complaint in January 2016 and the issue STILL HAS NOT BEEN RESOLVED! My son completed the driving course in JULYof 2015, and 9 months later we still DO NOT HAVE THE CERTIFICATE WE PAID FOR! I have called and emailed with no response - then went in and talked to her face to face. STILL NO CERTIFICATE!! I don't know what I need to do to get this certificate???
 
RECEIVE THE CERTIFICATE that we paid for and my son earned 9 months ago! That is all.
Sincerely,[redacted]

Tom's Driving Academy never told this customer she would not receive a refund.  She has waited some time, and her note is still in the open file to complete.  While she did sign a contract that said no refund, we have told her we would refund her a portion of her money minus any...

administrative fees

Complaint: [redacted]I am rejecting this response because:
 
It's been nearly 7 weeks now since the completion of the class and no certificate. Voicemails from the owner of Tom's Driving Academy went like this:
 
1. We have sent out the certificates
2. We'll check the computer to see when the certificate was ordered from ODOT
3. Will find out if ODOT sent it to the wrong student's address and determine if it had been returned to Tom's
4. The certificates are ordered from ODOT and then sent to Tom's and then they send it to the student
5. Finally, my son's name is on the computer at ODOT.
None of this was communicated and from the response I got, I'm still confused. Which is it? Did tom's send the certificates? did ODOT send the certificates? Did they send it to Tom's or did they send it to us? A business owner should be crystal clear about how the process works, how long it will take, and then communicate that clearly to the student/parent. Had this process occurred, I wouldn't be writing this now.
7 weeks and poor communication are unacceptable. And yes, we were told we would be charged a hefty fee if our son decided to go to DMV to take his drivers test after already taking the test through Tom's. When this much time elapses, what does this business expect people to do? I feel had I not pressured to report the business, we would have never received a phone call and gotten this far in the process.
 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: This issue will not be resolved until the certificate has been received by myself.  Sincerely,[redacted]

Her son was at the classroom to pick up the certificate yesterday.  He knew who to pick it up from and where.

Complaint: [redacted]I am rejecting this response because:
No email was received in my personal or business email. No voicemail either.  I have no idea what class this person will be in or what time.Sincerely,[redacted]

Tom's Driving Academy is looking in to this.
We do not purposely attempt to avoid any customer.  As expressed in my last response.  The email was not opened and we obviously were at fault.  We do believe that email is not the only form of communication that can be used should there be a concern.  If you did not see a response, then we should have gotten a phone call.  We are working on this and it should be resolved quickly

Tom's Driving Academy has never threatened that there would be a stiff penalty for going directly to the DMV for a drive test.  This is a service we offer and did complete for this student.  All paperwork the parents signs on the first day of class is paperwork received from the Department...

of Transportation, Driver Education Department.  If this parent had a concern it should have been addressed at the beginning of the program.  I left a message on this person's phone stating we have to order the certificates from ODOT.  I did call ODOT today and ask why that was not sent to me and that I needed to order another certificate.  I have also told him on his voicemail that ODOT did promise they would send it in tomorrow mornings mail.  I will receive it at the office by Saturday 1/9/2016 and will hand deliver it to this parent.

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. Sincerely, [redacted]