Problem with AA Driving Instructor

ajoxford

My son was having lessons via TheAA (new instructor as failed previous test to maybe freshen things up). His new test date is 23 April and he had paid for 5 further hours, 3 around test day and 2 for final pre test lesson week starting 15 april.
He had lesson 10 April and after my son says they agreed my son to phone over weekend to arrange new lesson, my son forgot but he however got a (no-reply number) text from AA on 15 april saying next lesson 16 April at 1830, he already had ticket for gig that night and tried to ring instructor(no answer, he only ever previously replied to texts) so my son sent text saying he couldn't make 16th and it's not a date he agreed to. On the morning of 16th my son was off work ill, so I tried to ring instructor(no answer) so text saying he unwell and could lesson be put to 17 or 18 instead. He replied to me later with sarcastic text about is he ill or going to gig, he also replied to my son saying no promises but would try to fit him in 17 or 18.
On 17th he text my son saying couldn't fit him in 17 or 18 and that he would be charging for 2 hr lesson missed on 16th. I rang AA to complain, and lady said don't escalate complaint until after test on 23rd, I eventually agreed, however later that evening instructor decided he wasn't going to take my son on test and credited his account with 3 hours lesson around test, my son rang(no answer) then text him asking if he was going to take him on test.
Next morning 18th he text replied my son saying 'i am no longer your driving instructor'.The AA later told me his reason was as we had rung AA about lesson mix up, even though complaint not escalated, The AA were not able to offer a local replacement for my son and I now have to take 1/2 day off work to drive him to meet the only instructor willing to take him, he will assess him on 2 hr lesson before test.
My son is now more nervous than he need be and I feel the instructor has not given my son the duty of care that he should of done, also an AA booklet with instructors terms and conditions including cancellation policies was never given/sent to my son. Also on a professional level I think the instructor has fallen short, he should of 'wanted' to make sure my son got his final lesson before his test. My sons previous instructor was paid on the day and my son could ring that morning and vice versa and change lesson, the AA is pre-paid with (i've since been told) a 48hr cancellation policy.
The AA also not once rang son or me to either let us know he was no longer his instructor or to arrange new instructor(i rang them for both), especially worrying as his test only days away. I have now escalted complaint about 2 (stolen) hours and am yet to hear back however we both feel badly mistreated by both instructor and theAA over the whole episode, I previously though of the AA as a company you could trust and no longer feel this way, sorry for the long story here but I really would like some advice on how to take this further, it's been suggested to me that I write to the CEO of TheAA is this a good idea? I definately want to complain about the Instructor.

londonTiger

You shouldn't do such long pre test lessons.

Max 2 hours. I'd say ideal is 1 hr lesson (and some time to drive to test center). E.g. if the drive to test center is 30 minutes. I'd book a lesson 90 minutes before the test. 1 hr lesson and 30 minute drive to test center.

If you're doing 3 hours of lessons chances are by test time you might lapse in concentration and not observe something you should have.

diesel_dog

Wow, that hurt my eyes!

What's happened to the original AA instructor your Son informed he couldn't make the lesson, because he was off out elsewhere?

Also, what outcome are you looking for?

ajoxford

londonTiger wrote: »

You shouldn't do such long pre test lessons.

Max 2 hours. I'd say ideal is 1 hr lesson (and some time to drive to test center). E.g. if the drive to test center is 30 minutes. I'd book a lesson 90 minutes before the test. 1 hr lesson and 30 minute drive to test center.

If you're doing 3 hours of lessons chances are by test time you might lapse in concentration and not observe something you should have.

The Instructor (that we had problem with) told my son to take test at Newbury, our nearest test centre is Oxford. No instructor in Oxford would agree to take him to newbury(at least 30minute drive) and the only one in Newbury who would agree asked for me to drop son in Newbury so he could get familiar with some of roads in Newbury (I also drove son there yesterday as he never been there before), it was a case of that or lose test and fee. The whole episode has been a nightmare and I'm trying to play it down to son so he dosen't get too stressed about it. Newbury Instructor has said he won't push him too hard for the 2 hours before test.

ajoxford

diesel_dog wrote: »

Wow, that hurt my eyes!

What's happened to the original AA instructor your Son informed he couldn't make the lesson, because he was off out elsewhere?

Also, what outcome are you looking for?

Sorry for hurting your eyes, probably not wrote in best format, I have no idea what's happening with original instructor, first the AA said he can't refuse to take son to test and now they say he has refused,so ???
We want ultimately to get son to pass test but money back for the 2 hours (for the un-taken lesson) and I also want some sort of comeback for instructor. It's been non stop hassle for me&son since April 17th.

diesel_dog

In that case, I would be annoyed as well. They knew your location before they took the money, so it shouldn't be a problem now.

I would call them and ask to speak to a Manager. I'm not teaching you how to suck eggs, but if you bullet point the problems, then ask them what action can they take now to resolve the problem without incurring further loss to yourselves.

It could be the case that other Instructors are booked on that day but surely they can't pass that problem to you as they knew what day it was for.

rev_henry

Well this all sounds pretty silly. What's it to the instructor why he can't make a date? Your son's the customer, not an employee trying to get off work or something!

Go along with escalating the complaint now, as they suggested after 23rd? You may be able to complain to the DSA about a driving instructor. as they regulate them.

diesel_dog

I would also double check with your Son that this is the only lesson that was cancelled and that it was originally stated about the test centre location.

If it is how you have stated (No disrespect meant), then the AA have some explaining to do ....

ILW

AA instructors are all self employed. When your son cancelled the guy would have lost half a days earnings. It is very unfair to mess these people around.

ajoxford

diesel_dog wrote: »

I would also double check with your Son that this is the only lesson that was cancelled and that it was originally stated about the test centre location.

If it is how you have stated (No disrespect meant), then the AA have some explaining to do ....

My son was unable to get into his AA account (one that shows lesson times/dates etc) on 17th as instructor had 'wiped' them off, instructor wasn't even brave enough to ring and tell him ,instead he sent a text. The annoying thing also with AA is that they never rang to let us know and he wouldn't of got another instructor had i not pushed things.

ajoxford

ILW wrote: »

AA instructors are all self employed. When your son cancelled the guy would have lost half a days earnings. It is very unfair to mess these people around.

My son didn't agree to the appointment in first place, instructors can't just fill gaps as they see fit, regardless as to if their self employed or not surely personal pride in making sure pupils get best possible chance of passing test should of seen instructor fit my son in on an amicable date,time especially seeing as it would of been his final lesson before test.