Surepass Driving School
Queja 345239 Detalles

I booked a 30 hour intensive driving course with Surepass which began on the 23rd of November. Surepass booked my practical driving test for Friday the 4th of December, and assured me that I would complete the 30 hours by then. Soon after booking, my instructor, Mark Lyons, called me and we agreed upon a schedule of lessons which worked for the both of us.

After the third lesson, my instructor told me that he had changed our original agreed upon schedule, but would not provide me with my own revised copy of it. After numerous lesson cancellations and rearrangements, I found myself 24 hours before my test having only driven for 17.5 hours of the 30 I had paid for.

In addition to this, during my lessons, my instructor made me feel very uncomfortable by discussing many inappropriate and unprofessional things- he complained about the company and his other students, bragged about complaints he'd had, and he said some insensitive and alienating things regarding topics such as the crisis in Syria, and mental health.

24 hours before my test my instructor informed me that he had got a new car for me to learn in. I was completely at a loss. Already massively short of the lesson hours that I had paid for, and feeling very uncomfortable with my instructor, I decided to cancel the final day of my course and complain to Surepass directly, hoping to get a reimbursement for the hours that were not provided for me so that I could continue with a different instructor.

I requested a refund for the 12.5 hours that I had paid for but not received from my instructor, as well as the fee that I paid Surepass to cover test fees which had been now been lost since they were not able to provide me with the hours that I had paid for in order to get me to test standard.

Customer Service Manager Michelle Partington said that regardless of my instructor's unprofessionalism, and it being a clear violation of Surepass' terms of service, since it was me who cancelled the course she would not be able to return what I asked for.

I am completely shocked and disappointed by both the poor standard of instructor that I was given, and the terribly unhelpful level of customer service. However, in my research this is not Surepass' first instance of providing a subpar level of service.

Another scambook post in which Surepass were taken to court for similar things:
http://www.scambook.com/report/view/323869/Surepass-Driving-School-Complaint-323869-for-$170.00

A post on a different site in which Surepass were unreasonable in handling a student's difficulties:
http://www.irateislate.co.uk/complaint-surepass-shocking-company-155

An instance in which Surepass provided an instructor who was not even licensed:
http://www.bbc.co.uk/blogs/legacy/x-ray/2010/02/surepass-red-driving-instructor-training.shtml

I recommend finding a reputable company to learn with such as AA, or using instructors which friends and families have had positive experiences with.

DO NOT LEARN WITH SUREPASS!