Advise required - BSM driving tution issue

kilogram8

Hi,

I joined BSM for a driving tuition. I was initially offered 6 hours tuition at a discounted rate of £96 (£16 per hour). I then called BSM to block book my lessons. I was offered a package of 20 driving tuition + practical test fee + car for the test + 1 hour class before the test at £520. I agreed for this package deal and paid by credit card. All this was agreed over phone and didn’t have this in writing from BSM. After finishing 11 hours of driving tuition, my instructor changed and I had a letter from BSM stating they will offer free two hours on the day of my practical test. Because I had these hours included in my package already, I called BSM to enquire an alternate offer.
I was shocked to hear that the £520 includes only 20 hours driving tuition (£26 per hour) and practical test package is not included. Our conversation was in telephone which is not recorded. I have been cheated so badly. We had so many arguments, complaint letters etc.. but in vain.

• Is it not company’s legal duty to put in writing what is their offer for the money paid by customers or record calls of this type
• I did not have any proof to claim against BSM. Please advice.

Thanks

chuckley

u meant in ALL of that u never got a receipt?!

u paid and never were informed of what was gonna happen?!

kilogram8

Hello Chuckley,
Your understanding is correct.
I didn't get the deal what i was promised.
As a consumer what should i do ?

chuckley

how did u pay??
what records do they have of you.... sounds dodgy as hell... espesh for BSM. you need to ask them what u exactly paid for... they need to show you something in writing stating what the price includes... also surely you would have had to sign summat for that?!

kilogram8

i paid by credit card.
i did not have anything in writing for the deal they agreed while paying money. I have already taken 11 lessons.
I'm demanding to put these in writing. I'm not successful though...
They still argue that the money taken is for 20 lessons.
I would like to know if it is legal requirement for a bussiness, to provide in writing an explanation for the fees paid. I couldn't understand how can they do this bussiness.. now they can give me any explanation for the fees paid.

hollydays

i wonder if when they said the lessons were £520 plus test etc,they meant you had to pay for the other things,not that they were included.

kilogram8

Hi Hollydays,
I did speak to them four times before paying money.
I was comparing BSM offer with driveland driving tuition.
So I'm very confident that i did not misunderstand any information.

RadoJo

Unfortunately, I would imagine that if there is any lack of clarity in the terms of service or the offer, it would have been up to you to confirm it before paying them money as opposed to their responsibility.

When you were comparing the two providers, did you only speak to them on the phone, or did you look at their oferings online/elsewhere. If you have any screen shots or saved pages showing the deal that you got, it could help your case against them.

The other option is to call them as though you are a new customer and see what they offer you - if they do state that they will provide the services included that you were expecting from your deal, then ask them to put it in writing - that will certainly give you a little more evidence that the deal is one they offer at all.

Were you using a special offer - a quick look on the BSM site shows their standard cost as £25.75 an hour (in this area) and only reductions of £2 an hour for students or RAC members. If you were using a special offer then do you have proof of that?

Sorry for all the questions, just trying to think of ways in which you might have some proof of what was said, even if they don't 'fess up!

payless

I would ask them why they think you would have purchased 20 lessons upfront without discount UNLESS you were getting the other extras

The firm my lad's currently using offers for £470.00
Semi intensive course: 20 hours tuition, theory and driving test included.

So there seems to be a benchmark

http://www.driversgb.com/prices.php ( no connection , just a consumer)

kilogram8

Thanks for your response.
It is my mistake that i did not ask them to put in writing.
I never thought i will have such a problem with a reputed organisation.
However, i found that
1. Normal 1 hour rate in my area is £25
2. If we block book 10 hours then it is £1 less, So it is £240 for 10 lessons and £480 for 20 lessons
3. If we block book for 25 hours then it is £2 less, So it is £575 for 25 lessons.
i'm not even charged as above. This is my only arguement i have against them. I haven't had any response to my complaints yet..
I look forward to receive a response this week.
If no response, i'll write to their main head office.
My question is

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do you accept that BSM (a reputable organisation) is working in such a process to cheat their customers. I feel they are doing this to gain bussiness.