Passindays Arvostelua 

Vastaus yritykseltä Passindays

13.9.2022

Hi Dave, you have not paid us £300. You have paid £299. Out of which we have:

- paid for your driving test (£62)
- paid vat as a company
- send you study materials for theory
- booked your driving instructor John - I am glad you say he was great! It's also great to hear that John has helped your son to pass his test first time!
- when your son has passed your theory test, and you have got in touch saying you want a driving test as soon as possible, we have you one within less than a week, considering there are no driving tests this year in Aberdeen at all, and there are no dates for next year either. This cancellation was found by staff spending hrs of admin time searching & they got one in Aberdeen Cove as you wanted.

I am actually, quite suprised that you consider this poor value and giving us only 1 start for this. We have completed the contract, overcome the challenges after covid and got you a good instructor and a driving test super fast, yet you are still unhappy.

What else would you want us to do, to make you happy ?

Thanks,
Adrian - Pass in Days.

Vastaus yritykseltä Passindays

13.5.2022

Sadly, the customer has used this reviews to threaten us and request a refund.

She has e-mailed us that she will remove it if she gets £399 refund where there is no ground for this refund as the course was booked as agreed.

The customer booked a 10 day manual course in Exeter.

The course total price is £1799. You pay £399 upfront (this allows us to send you study materials, book your instructor, pay for your driving test and start working on organising a driving test cancellation for around your course completion date).

At present there are no tests this year at all, yet we are finding the tests quickly thanks to long hrs of admin working searching for these cancellations.

Overall, course price presents a great value for money.

Let’s address the rest of the points:

1.) As a default this is a 10 day course as named, spread over two weeks. There is also an option to spread this over 4 weeks, but this is optional & most of clients preffer a 2 week option.

2.) Two weeks before the start of the course the client was e-mailed a schedule of lessons, clearly indicating it's the two week default option, it was also advised it's 8:00 am start for the first day lesson. The client never commented once this is not suitable.

3.) Some days of the course needed to be slightly changed (lesson times), but we advise this might happen. We need to accomodate short notice driving tests for courses from Previous weeks. This review confirms we have been finding these tests for previous weeks and we would have found this client a test at a short notice as long as she was ready.

At present in Exeter there are no tests this year at all, yet we are finding these usually at a short notice saving each client months of waiting for a test. This requires moving the lessons booked that date to accomodate these tests (it does not happen often, once a week is usual).

Same would happen for this client, once we find their test, another lesson will need to be moved so we can fit her test.


4.) This client filled in our „driving test request form” and stated she wants a test in July. Then she complained she only been offered a test in july ? something I don’t understand.


We have passed this onto the instructor, and here is the reply from the instructor regarding the rest of the points:

5.) The majority of my pupils meet me at Exeter Bus Station where we have a convenient pick up & drop off area. I happily agreed to meet her at the start of each lesson outside her sons nursery where she dropped him off, this is also along the same road as her flat. At the end of each lesson we finished along her road, not once did she ever have to walk 15-20 mins as she states.

6.) By her own admission, she confirmed to me that she only learns at a very small pace, therefore I questioned her as to why she opted to take on this structure of learning, as this is a „Intensive Driving Course"

7.) There wasn't one lesson where I didn't have to repeatedly intervene to prevent safety critical issues, she was constantly tense & full of anxiety.

8.) I was always very patient & calm with her during each lesson, I always gave her plenty of encouragement & reassurance as I repeatedly told her that I want her to succeed.

9.) we had a long conversation yesterday about her progress & car control, I suggested she consider trying an automatic due to slow progress, she was very relieved that I offered her this option & she was fully in agreement.

I then suggested that I would be more than happy to not expect her to finish this week with me unnecessarily & I would refund her the few remaining hours which she could then put towards her automatic tuition, I was trying to help her out as a gesture of goodwill.


10.) Next automatic space we have is into september. I have spoken to the client, asked for which course she wants to book, since she has done the course already with us and it’s a 2nd booking I proposed a £100 discount on the 2nd course.

She would have been also given a refund of hrs unused in the manual course.

She confirmed to me she is happy with september date over the phone, then I have send a link to pay £299 upfront so I can book the instructor. No instructor will agree to book 30 hrs in their diary without commitment. The customer has agreed to this over the phone.

Then I see this review.

I have called the client 3 times to discuss what we can do and I was going to propose even further discount on the new course. She has not answerred my phone. I have then e-mailed her and she told me she wont use us again and will only remove this feedback if she is given £399 back as well as refund for lessons unused.

Which I feel is totally unfair as:

- the 10 day manual course was booked as agreed
- we have been charged processing fees
- we have processed the booking
- we have spend admin time on organising the course and test which then needed to be moved

We cannot do all work and then provide a full refund just due to slow progress.

Anyway, if the customer rethinks it and decides go for automatic, please feel free to get in touch and we will try to work something out!


Kind Regards,
Adrian - Pass in Days