Awkward situation with driving instructor

[YouveGotAFastCar]

I got medical clearance to drive at the end of the pandemic. I've been on local waiting lists to have more lessons since then, but demand seems crazy here.

A month ago, I paid one of the big intensive driving companies. It cost £2k, and they were advertising that they were currently booking tests in my area for August. The actual driving part was supposed to be intensive or semi-intensive; so one or two weeks, to be agreed with the actual driving instructor.

I've met mine once. He's a nice guy, but doesn't come from the local area. He didn't know where we should go to drive. He didn't give me much instruction, just let me drive about for 90 minutes and then gave me some feedback at the end. He's got a full-time job, so can only do 90 minutes on Sunday afternoons, and occasionally Saturday too. It's not very intensive and I don't feel like I'm going to improve much - although I don't know, as the last two weeks have been cancelled.

I contacted the company last week to ask for someone else - they cannot guarantee they can find anyone. I'd have to tell my current instructor that I don't want to continue, and they'd then look for someone else, with "no guarantees".

The test they've booked me is for November, in a city 160 miles away.

AIBU to think this isn't what I've paid for? I feel so awkward about how to sort it out.

You need to check what t’s & c’s you agreed to, if this is standard practice for them it will likely be included in there x

This is standard with intensive driving courses, that’s why they’re not really worth doing. It’ll all be in the T&Cs.

This isn’t standard whatsoever. Lessons should be structured, not just driving around. Any decent driving instructor will know all of the local test routes and should conduct your lessons on them in order to familiarise you with the nuances of the roads in the area. Are you sure that he’s actually qualified? You can check with the DVLA.

The only reason I ask this is because DD started with a very similar sounding instructor. It turned out that he wasn’t even registered, therefore making it illegal to charge for lessons. I got my money back in full and switched her to a new, amazing instructor who despite a massive waiting list took her on immediately out of pity! Apparently this man was well known to be unqualified.

You paid £2k for one 90min driving lesson a week?

That's crazy. Doesn't sound like you've got any kind of intensive course.

I'd definitely be wanting my money back.

It doesn't sound like an 'intensive course'
There just have been a description of what the intensive course involved?
If it doesn't fit it, you can complain and ask for a refund

You've been ripped off. Intensive courses should be driving all day for a week then test at the end. My neighbour used to do this and had a good success rate. A driving instructor should have local knowledge and take you round the test routes.
Ask for a refund

Getting less than you’ve paid for is the new norm.

The rest is T&C’s, as others have alluded.

Did they specify how many hours of lessons were included in an intensive course? And if these were to be completed within a specific timeframe?

I'd try for refund.

35 hours of driving, across one or two weeks; with “specifics” to be agreed with the instructor. Course is supposed to be complete within three months.

They do say the test is dependent on availability and they can’t guarantee the dates, so I understand that there’s nothing I can do about that. And the T&Cs do say that once you’ve taken a lesson, the initial £1k paid to the company is non refundable, but I’m tempted to argue that they’ve matched me with an unsuitable instructor and not found me a closer test, so I’m not sure how they can justify keeping it all… I haven’t paid the second £1k to the instructor yet. I will pay him for the lesson I had regardless, but I feel pretty shortchanged.

I’m nervous about him not being able to show me the test routes, or any local knowledge really. He lives in an hour away in the opposite direction to my test centre.

You were supposed to get 35 hours of driving across two weeks, and you've had 1.5 hours and they've been unable to find you anyone else? Don't pay them a single extra penny and threaten small claims to get your money back! CFs.

Who could pass a driving test in a place they've never. Been too? I'd be demanding a refund. Also not exactly intensive is it!!! Theifs

My friend did an intensive course and it was a nightmare when it came to her actual test the guy kept fobbing her off because he didn't want to let her use his car to do it because he'd booked himself up for months with clients. She ended buying and insuring her own car to take her test. Thankfully did pass though

Pass me fast by any chance?

@Thoughtful2355 I did - the first time I went to the place I took my test was the morning of my test - that’s how my instructor worked - he taught you to drive and get used to different driving conditions so you were capable of driving anywhere, whereas these days it seems to be all about passing the test rather than actually being ready to drive afterwards. Taking a test in a strange place forces you to pay attention.

But do agree with everyone else that OP has not got what she paid for and should get a refund.

This sounds like a nightmare OP, really sorry to hear this. Hope you can complain and get a refund.

I never had a driving lesson until I turned 42, then used a recommended local instructor, who was (albeit not someone I'd choose to hang out with in real life) very courteous and professional.

He knew all the test routes, and actually personally knew almost all the test examiners at the local centre. He took me out twice a week initially, upping it to 3 x a week as we prepared for the test.

We drove all the test routes and practised the tricky bits numerous times so that I knew exactly what to expect.

I passed first time and spent about £3,000 all in, at an hourly rate of £30/hour.

In your shoes I'd go hard for your refund since the company aren't delivering what they sold you, and then find a local reputable instructor to teach you.

Best of luck

This is classic British awkwardness! Don’t feel awkward. Word it in the same way you have your post. You’re being entirely reasonable and I would be seeking a refund ASAP

You can book your own test online! Don’t let them bully you into accepting the one they’ve booked. Even if you can’t wriggle out of the contract and it ends up costing you and extra £50 it’s worth doing for being familiar with the test area.

I’m a driving instructor and these companies are a nightmare. Every so often I get a text offering me £5 under my hourly rate to take on an intensive student. Obviously I have my full quota at a better hourly rate so can’t fit in an intensive but wouldn’t anyway due to the low rate. I know instructors who specialise in intensive but they’re independent of these companies. Best to go direct with someone like that.

It’s my guess these companies take your money then try to find an independent instructor to do it. Problem is we’re all fully booked with waiting lists so most of us would say no. So they’ve taken your cash and now can’t provide the service.

Sack it off, get your money back and get a decent independent instructor to do it, you may need to wait but it’ll be worth it.

As for the test area, I’m considering a long distance one for my son but it’ll be at a very quiet test centre with a high pass rate. We’ll have a day or more to cover the area and I’ll study the roads before. Passing somewhere else shouldn’t be a problem, after all you should be able to drive anywhere post test, but I’d cherry pick the centre. Not just any old one because of availability. They’ve probably got you that one because test waiting times is woeful at the moment. Ideally with a non intensive you’d be covering the test area quite a bit (although not exclusively, you’re being taught to drive and not just pass the test).

The company can't defy maths
35 hours across 2 weeks is pretty dam clear.
90 mins a week is 3 hours over two weeks
Message them - In the days between (date you send message) and (date 2 weeks later) you need them to provide you with 35 hours

If they don't, then on (next working day 15 days after the date you send message) you will expect a full refund of the course.

It is and I’m absolutely sick of it! I fight for every penny I’m owed, everyone needs to be doing the same because we are being mugged off at every angle and I am so so sick of it!

Please say you paid by credit card? So the course is meant to be finished in three months (that will be in the T&C) but your instructor can only commit to one 90 minutes per weekend?

You would need two 90 minute lessons every weekend to get all 35 hrs completed in 3 months. Get your current instructor to put in writing (by email/text) his availability if he has not already. Even something like "I can only do 90 minutes on Sundays" will do. Then get the company's response in writing that they have 'no other instructors in the area.'

Fill out a charge back form from your credit card company, and send it back with the Driving School's T&C's, the message about your instructors availability and the message from the company saying they don't have any other instructors. The fact that the instructor provided no instruction and you wouldn't want to continue with them anyway, can be mentioned to support the case, but is secondary. All this paints a picture of a company admitting they cannot provide the service paid for (35hrs of instruction in 3 months). You can use the same information to take them to the small claims court. I would do this without getting into discussions with the company. You have tried to resolve your issue and they have been unhelpful. That's enough. Ensure you block them from taking any other money.

You should email or call trading standards for some free advice and they will also be able to check your contract with you. Then you draft a letter/email outlining all the ways they don’t meet the contract or “reasonable” terms of the agreement and give them 14 days to respond with either arguments to meet the contract or to refund. Should shit them up enough for them to refund you.

Looked into doing this for my son and then watched bbc 1 “the one show” special on “myintensivecourse” was a real eye opener. Worth watching if it’s still accessible?

Pass me fast by any chance? Absolute thieves. Not worth the money at all. They also constantly change their t&c’s mid-contract so you have less and less recourse for a refund.

Just as an update… I complained to them last night, noting that:

They've booked my driving test in the wrong location, nearly 200 miles away.
They advertised an “estimated” test date of July, but their booked date for me was in January.
I had managed to get a closer date, they had not.
My instructor has no knowledge of my local area or the test centre, nor any capacity to teach me intensively
Their own FAQs state they'll give me a full refund if they cannot match me with a “local” driving instructor
Their T&Cs are not correctly linked from the order form as is legally required
They’re still advertising tests in my area for August.

They responded today to say they are sorry I’m unhappy, but their T&Cs cover them and everything is just an estimate. They claim to not be responsible for my instructor as he selected the course himself. They’ve said me moving my test has made this “challenging” but they’ll find me a new instructor.

I don’t really want them too; I’ve started with a different instructor I found myself. I’m tempted to just do a chargeback now. I’m kicking myself for not putting it on my credit card, but I can do a Visa chargeback. I suppose I should give them a few days to find me a local instructor; though?