Discussion
Hi all
I’ve having some issues with BSM -
Basically my parents don’t want me to take driving lessons for a while because of the whole COVID-19 drama.
I had a lesson booked for Sunday with BSM. I duly tried to cancel on Friday, Saturday and Sunday but each time I couldn’t get through to them. I also had a lesson booked for Monday. As a result I have lost £126.00.
BSM have a 48 hours cancellation policy. They are closed on Sundays.
I called, emailed and contacted them on live chat. I received nothing back and finally got through to them today. I asked for credit to returned to my account because I contacted them at least 48 hours before and they didn’t cancel it. Their response was that because the lesson wasn’t cancelled it falls out of their 48 hours cancellation policy. I cited social distancing and government advice which they didn’t accept as a valid reason. They refused to refund, postpone or credit my lesson for Sunday, and promptly cancelled today’s lesson without asking me or even refunding me. So now I have no lessons and no money. I would have just postponed the lesson but instead BSM cancelled it without asking me whether I wanted to or not, and thus surely this is NOT acceptable to take my money and not allow me a lesson. Why CANCEL my lesson without asking me, and surely if they cancel it, I NEED A REFUND? Not only that, for the lesson on Sunday, I INFORMED THEM 48 HOURS BEFORE. And they don’t refund me because they didn’t see the email? I did everything correctly.
My instructor also received a text from BSM saying that I had requested to cancel today’s lesson. In fact, I never did want to cancel it if they wouldn’t give me my money back or allow me to postpone it. They acted on my behalf without informing me.
Now I am out of pocket £120 and I have no lessons. Where do I stand?
I’ve having some issues with BSM -
Basically my parents don’t want me to take driving lessons for a while because of the whole COVID-19 drama.
I had a lesson booked for Sunday with BSM. I duly tried to cancel on Friday, Saturday and Sunday but each time I couldn’t get through to them. I also had a lesson booked for Monday. As a result I have lost £126.00.
BSM have a 48 hours cancellation policy. They are closed on Sundays.
I called, emailed and contacted them on live chat. I received nothing back and finally got through to them today. I asked for credit to returned to my account because I contacted them at least 48 hours before and they didn’t cancel it. Their response was that because the lesson wasn’t cancelled it falls out of their 48 hours cancellation policy. I cited social distancing and government advice which they didn’t accept as a valid reason. They refused to refund, postpone or credit my lesson for Sunday, and promptly cancelled today’s lesson without asking me or even refunding me. So now I have no lessons and no money. I would have just postponed the lesson but instead BSM cancelled it without asking me whether I wanted to or not, and thus surely this is NOT acceptable to take my money and not allow me a lesson. Why CANCEL my lesson without asking me, and surely if they cancel it, I NEED A REFUND? Not only that, for the lesson on Sunday, I INFORMED THEM 48 HOURS BEFORE. And they don’t refund me because they didn’t see the email? I did everything correctly.
My instructor also received a text from BSM saying that I had requested to cancel today’s lesson. In fact, I never did want to cancel it if they wouldn’t give me my money back or allow me to postpone it. They acted on my behalf without informing me.
Now I am out of pocket £120 and I have no lessons. Where do I stand?
My dad acting on my behalf (I’m 17) has formally complained to the AA, owners of BSM, threatening to take them to court or the Ombudsman or something or other (I’m not well versed on financial matters) but I doubt BSM will do anything about it. I’ve only had one lesson so far with them FFS! Not a good look
t on Twitter about this, they'd back down fairly quickly. Baldchap said:
And book your next lessons with a local school!
The instructor I am with is a local independent, but under the BSM umbrella. The car is not branded BSM but of his driving school. He has said he doesn’t want to get embroiled in a legal battle with BSM if I inform him I am moving directly with him so I will have to do it discreetly.I am considering it.
VS02 said:
Hi all
I’ve having some issues with BSM -
Basically my parents don’t want me to take driving lessons for a while because of the whole COVID-19 drama.
I had a lesson booked for Sunday with BSM. I duly tried to cancel on Friday, Saturday and Sunday but each time I couldn’t get through to them. I also had a lesson booked for Monday. As a result I have lost £126.00.
BSM have a 48 hours cancellation policy. They are closed on Sundays.
I called, emailed and contacted them on live chat. I received nothing back and finally got through to them today. I asked for credit to returned to my account because I contacted them at least 48 hours before and they didn’t cancel it. Their response was that because the lesson wasn’t cancelled it falls out of their 48 hours cancellation policy. I cited social distancing and government advice which they didn’t accept as a valid reason. They refused to refund, postpone or credit my lesson for Sunday, and promptly cancelled today’s lesson without asking me or even refunding me. So now I have no lessons and no money. I would have just postponed the lesson but instead BSM cancelled it without asking me whether I wanted to or not, and thus surely this is NOT acceptable to take my money and not allow me a lesson. Why CANCEL my lesson without asking me, and surely if they cancel it, I NEED A REFUND? Not only that, for the lesson on Sunday, I INFORMED THEM 48 HOURS BEFORE. And they don’t refund me because they didn’t see the email? I did everything correctly.
My instructor also received a text from BSM saying that I had requested to cancel today’s lesson. In fact, I never did want to cancel it if they wouldn’t give me my money back or allow me to postpone it. They acted on my behalf without informing me.
Now I am out of pocket £120 and I have no lessons. Where do I stand?
You might have a valid point about a refund being due, but it will help your case with persuading BSM if you can come up with a more coherent story, than the one above.I’ve having some issues with BSM -
Basically my parents don’t want me to take driving lessons for a while because of the whole COVID-19 drama.
I had a lesson booked for Sunday with BSM. I duly tried to cancel on Friday, Saturday and Sunday but each time I couldn’t get through to them. I also had a lesson booked for Monday. As a result I have lost £126.00.
BSM have a 48 hours cancellation policy. They are closed on Sundays.
I called, emailed and contacted them on live chat. I received nothing back and finally got through to them today. I asked for credit to returned to my account because I contacted them at least 48 hours before and they didn’t cancel it. Their response was that because the lesson wasn’t cancelled it falls out of their 48 hours cancellation policy. I cited social distancing and government advice which they didn’t accept as a valid reason. They refused to refund, postpone or credit my lesson for Sunday, and promptly cancelled today’s lesson without asking me or even refunding me. So now I have no lessons and no money. I would have just postponed the lesson but instead BSM cancelled it without asking me whether I wanted to or not, and thus surely this is NOT acceptable to take my money and not allow me a lesson. Why CANCEL my lesson without asking me, and surely if they cancel it, I NEED A REFUND? Not only that, for the lesson on Sunday, I INFORMED THEM 48 HOURS BEFORE. And they don’t refund me because they didn’t see the email? I did everything correctly.
My instructor also received a text from BSM saying that I had requested to cancel today’s lesson. In fact, I never did want to cancel it if they wouldn’t give me my money back or allow me to postpone it. They acted on my behalf without informing me.
Now I am out of pocket £120 and I have no lessons. Where do I stand?
In one breath you claim that you wanted to cancel Sunday's lesson due to social distancing and the Government advice, yet in the next breath you a miffed that the cancelled today's lesson against your wishes.
What happened with your social distancing between yesterday and today?
VS02 said:
My dad acting on my behalf (I’m 17) has formally complained to the AA, owners of BSM, threatening to take them to court or the Ombudsman or something or other (I’m not well versed on financial matters) but I doubt BSM will do anything about it. I’ve only had one lesson so far with them FFS! Not a good look
Just follow BSM's complaint/grievance process and I'm sure you'll get your money back.Speaking as an independent ADI I cancelled all my lessons over a week ago. Delivering driving lessons absolutely does not comply with current social distancing advice/rulings. Add to that all test centres are closed for 3 months so no panic.
Mandat said:
You might have a valid point about a refund being due, but it will help your case with persuading BSM if you can come up with a more coherent story, than the one above.
In one breath you claim that you wanted to cancel Sunday's lesson due to social distancing and the Government advice, yet in the next breath you a miffed that the cancelled today's lesson against your wishes.
What happened with your social distancing between yesterday and today?
Sorry for any confusion. The fact is that BSM did not ask me what to do next. I would have much rather they gave me the potential to postpone the lesson to a much later date (which I could then cancel or postpone again if necessary) than flatly cancel it. And even if they did cancel it. They should have given me a refund.In one breath you claim that you wanted to cancel Sunday's lesson due to social distancing and the Government advice, yet in the next breath you a miffed that the cancelled today's lesson against your wishes.
What happened with your social distancing between yesterday and today?
If they refused to give me a refund. The fact is I would have went to my lesson anyway. It might not make much sense to you, but as a broke teenager, £62 to me is a million quid. And to see that go down the drain to me makes me sick. And i would have went to my lesson with a surgical mask and gloves and done all I could not to lose that £62.
That probably makes little sense but I couldn’t bear to lose that money.
How about some lateral thinking?
If BSM are not going to refund you for late cancellation, presumably BSM will still also pay the instructor, so that the instructor is not out of pocket due to the late cancellation.
If that is the case, why not speak to the instructor directly to continue with the planned lesson, which the instructor has been / will be paid for by BSM?
If BSM are not going to refund you for late cancellation, presumably BSM will still also pay the instructor, so that the instructor is not out of pocket due to the late cancellation.
If that is the case, why not speak to the instructor directly to continue with the planned lesson, which the instructor has been / will be paid for by BSM?
Mandat said:
How about some lateral thinking?
If BSM are not going to refund you for late cancellation, presumably BSM will still also pay the instructor, so that the instructor is not out of pocket due to the late cancellation.
If that is the case, why not speak to the instructor directly to continue with the planned lesson, which the instructor has been / will be paid for by BSM?
I thought this too, but I contacted the instructor who denied that he will be paid for this lesson and maintained that it is between me and BSM.If BSM are not going to refund you for late cancellation, presumably BSM will still also pay the instructor, so that the instructor is not out of pocket due to the late cancellation.
If that is the case, why not speak to the instructor directly to continue with the planned lesson, which the instructor has been / will be paid for by BSM?
Edit: he was also planning to cancel the lesson, because the car is going in for a service
Edited by VS02 on Monday 23 March 15:08
Hi,
I was a driving instructor with BSM for two years (got an offer of a better job not self employed so went back to what i did before). Yes there is a 48 hour cancellation rule for refunds to lessons, this is to protect the instructors from losing earnings from late notice cancellations (we have to earn a living and have bills to pay as well, and you wouldn't believe how many people try to cancel on the day cause they can't be bother go out for a lesson).
Even if this was your first lesson with the instructor I was taught that as an instructor you would make first contact with the student and get all the details etc, exchange numbers and contact details and from then on the instructor would be the contact for that pupil, not the BSM call centre, they are basically there to make first contact between you and the instructor and to take payment if you want to pay BSM direct and not the instructor direct (pupils choice)
So my question would be why did you not contact the instructor direct to cancel your lesson, especially after you couldn't get through to BSM.
Also, as regards instructor getting paid. YES he/she will get paid for you lessons that you/BSM cancelled. BSM would have registered it as a late notice cancellation and paid the instructor as per terms and conditions. As you didn't contact the instructor to cancel the lesson he/she cannot verify that you tried to cancel and speak to BSM for you and confirm (which i would have done if that had been the case).
It is now between you an BSM.
Next time deal direct with the instructor you are learning with, by all means use the company to make the introduction but always deal direct with the instructor when it comes to booking, paying and cancelling lessons.
Hope that helps explain.
I was a driving instructor with BSM for two years (got an offer of a better job not self employed so went back to what i did before). Yes there is a 48 hour cancellation rule for refunds to lessons, this is to protect the instructors from losing earnings from late notice cancellations (we have to earn a living and have bills to pay as well, and you wouldn't believe how many people try to cancel on the day cause they can't be bother go out for a lesson).
Even if this was your first lesson with the instructor I was taught that as an instructor you would make first contact with the student and get all the details etc, exchange numbers and contact details and from then on the instructor would be the contact for that pupil, not the BSM call centre, they are basically there to make first contact between you and the instructor and to take payment if you want to pay BSM direct and not the instructor direct (pupils choice)
So my question would be why did you not contact the instructor direct to cancel your lesson, especially after you couldn't get through to BSM.
Also, as regards instructor getting paid. YES he/she will get paid for you lessons that you/BSM cancelled. BSM would have registered it as a late notice cancellation and paid the instructor as per terms and conditions. As you didn't contact the instructor to cancel the lesson he/she cannot verify that you tried to cancel and speak to BSM for you and confirm (which i would have done if that had been the case).
It is now between you an BSM.
Next time deal direct with the instructor you are learning with, by all means use the company to make the introduction but always deal direct with the instructor when it comes to booking, paying and cancelling lessons.
Hope that helps explain.
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