Although my younger brother is the one taking the driving lessons, this review is in regards to the customer service and on his behalf of the negative second session.30 minutes into the second session... Read More
Although my younger brother is the one taking the driving lessons, this review is in regards to the customer service and on his behalf of the negative second session.30 minutes into the second session, I get a text from my brother that he doesn't like his instructor. I found out later that the reason he was able to text me since he shouldn't be texting if he was driving was because his instructor, Henry, took a bathroom break during the lesson. I understand that people need to use the restroom from time to time, but not on someone else's time that was paid for in advance. In addition to the bathroom break, part of the session was also used to go back to the driving school office to watch a video. Again, more time wasted that wasn't actively driving or behind the wheel. My brother signed up for "driver training," not "driver education." If anything, a video would be bonus material that can be viewed during free time not during the session.Then when my brother gets back home I ask him why he didn't like his instructor, and the first words that came out his mouth were that his instructor was condescending. No one wants to hear feedback like that for a school. My brother had a good session with Aracely for his first session, but an unfortunate experience his second. What's worse is I specifically asked Cynthia, the receptionist, if all the instructors had the same teaching style and curriculum. I specifically asked to avoid this problem of varying differences. It would make more sense to have the same instructor at each appointment for consistency and to pick up where you left off. But the office was not that persistent on following up to schedule the next session. Not only were the teaching styles different, the types of cars of the instructors were also different. My brother's second session was learning in a Prius, which does not handle the same as other cars (I know because I drive a Prius and would not recommend learning to drive for the first time in a Prius, the pedals are very sensitive and has an emergency foot brake.) Obviously, the session is not consistent or standard between each one or between instructors.Not only was the quality of the lesson drastically different according to my brother, but the way that appointment times were carried out was unprofessional. I gave the school my phone number as the contact, so Henry called me last minute to try to change my brother's appointment time the day before. The appointment was booked in advance and I would expect the school and their instructors to uphold that appointment because that is the purpose of making an appointment ahead of time. Furthermore, since part of my brother's second session was spent at the office, Henry took the liberty to reschedule my brother's third session to an earlier time on a day that my brother has school. Again, the purpose of the appointment was disregarded. The new appointment date would only give my brother 2 days to practice what he just learned.But wait, there's more.... I then phoned the driving school main number to give feedback and to try a change my brother's instructor back to Aracely. The president of the U-Drive Driving School West Covina branch, Ricardo, answered the phone and provided some of the poorest customer service that I've ever experienced. Ricardo was very defensive and dismissive of my concerns and feedback. He told me that if my brother didn't like his session, "he should've told the instructor to take him home." This said policy is not written anywhere and on top of that, the session would not be refunded or rescheduled. Ricardo was not very accommodating or willing to come to a solution to resolve the poor experience. The saying "the customer is always right" does not always apply, but I wouldn't make things up especially since I have nothing to gain from a bad experience. Ricardo kept saying that I wasn't at the lesson so how would I know... well when the person who took the lesson tells you they didn't like it there must be a reason. Even as the president of the branch, he didn't offer to record our info to schedule the next session with Aracely and just referred me to call on Monday. My brother is still a minor and has the manners to behave at his lesson, so I'm helping him voice his experience.Even though I didn't personally take the driving lesson, just from my interaction with this business I have not had a positive experience, and it has only been two sessions. I would not recommend them for any future upcoming new drivers. Read Less