No committment & responsibility whatsoever

RED Driving School
★★★★☆
4.3
From 3772 reviews
84.0% of users recommend this

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Rylie228's review of RED Driving School

“No committment and responsibility whatsoever”

★☆☆☆☆

written by Rylie228 on 15/09/2017

Poor customer service from both the office and the instructor, and unfair terms and conditions!

I booked 5 consecutive days of driving lessons to have more practice before the driving test next week. The instructor called the day before to cancel all 5 practice sessions, claiming she has other priorities and my home is too far (only 3-4 miles) from her previous student.

As a result, I have to reschedule the test to late October and canceled the two weeks holiday planned in October that I originally planned for, as I cannot take the test in November due to other commitments. In addition, if I were to take the new driving test in December, it will cost £60 per lessons to bridge the gaps in between September and December (7 lessons = £420 extra). I explained my situation to the driving instructor, and she was not interested to hear about it.

By canceling a block of lessons with less than 24 hours notice, it is evidence that the instructor has no respect to other people's schedule and commitment.

I contacted RED, and they said they will recredit the canceled lessons to my account, and explained to me that terms and conditions stated that whilst I have to give 48 hours to cancel any lessons, but there is no mention on the instructor so they can cancel the lesson at any time without any compensation.

I then filed a formal complaint, and the lady on the phone informed me on the spot that it is nothing to do with RED as the instructors are self-employed, but RED will investigate the matter, and there will be no compensation.

When I contacted RED today to obtain a refund for the unused lessons, after explaining the situation, the lady on the phone emphasised that the instructors are franchised. Therefore whilst I can be reimbursed for the unused hours, but the £2.49 admin charge for crediting the account cannot be refunded even if I cannot use the block of lessons due to the reason above.

That summed up my experience with RED, it appeared both the instructor and RED have taken no responsibility and commitment to their customers, and I'm considering legal action against both RED and the instructor

  • No

    Passed test -

  • Cambridge

    Area/state/cities covered

  • Value For Money

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Red Driving School's Comment

Written on: 26/09/2017

Thank you for the review. We have been in touch with you about this matter as you contacted Customer Services. I am sorry you were unhappy with our efforts. You are learning with another school and simply wanted some extra help prior to your test. We endeavoured to accommodate your initial request at short notice but when you later requested even more help which we couldn't provide, you cancelled the lessons. A refund has been provided as requested but your booking fee is not refundable. I hope you eventually are successful with your test and enjoy the freedom of being able to drive to your holiday destination.

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