My son had an appointment for a driver license at the Mount Vernon location of the Munro Driving School. The instructor was curt and unfriendly, to him, certainly not someone who should be interacting with the public. The test ended early and before I had a chance to ask the instructor what our next step was, she ignored my presence and walked past me into the office. As I wanted to know what his options going forward were, I followed her into the small office. She was standing at the counter with the receptionist (who seemed a bit more friendly than her co-worker) so I asked if my son would have to pay an additional $45 to take the test again. She replied rather snottily that Oh Yeah, he would. No smile, no empathy, hostile. That experience was a $45 fee for a 5 minute test, not worth our time, especially given that we invested an entire day getting there (we live on a small island and take a ferry to the mainland for appointments). Bottom line, we won't be going back for another test, and I recommend anyone considering the Mount Vernon office for a drivers test should drive right by.
Without a way to reply to comments here, I am amending this review to include further discussion.
Hi Veronica,
There isn't a way to reply directly to your comment, so I'll add it here.
You said:
11/18/2019 Hi Maggie,
I am sorry you felt like you had a terrible experience with us; we strive to provide excellent customer service to our clients and I regret that you did not feel that was the case. I reviewed your son's skills exam and saw that he made a violation of law at the intersection immediately after the test began--that's why it was only 5 minutes. Our exam policy states that each test is $45, pass or fail. I spoke to the examiner and she said she didn't hear you speaking to her so she didn't intentionally ignore you and she said she certainly didn't mean to come off hostile or unfriendly as she agrees that is unprofessional and not in line with Munros' policy of good customer service. I understand you were frustrated at the time, especially since you live on an island and things are always so much more time-consuming for islanders. We're sorry you won't come back--we don't like to lose a valuable customer. Best wishes to you and your son.
My reply:
Veronica, it seems you misunderstood the meaning of my complaint. I was responding only to the extremely poor customer service we both received from your employee. She was neither professional nor in line with a policy of "good customer service."
We absolutely understand that he made a law violation, which made his test only 5 minutes. That was not the issue. However, regarding your employee's conduct, you may be aware that employees will not admit to their boss about being rude to customers, so I am not at all surprised that the examiner said she wasn't intentionally unfriendly and didn't mean to be hostile. Nevertheless, she was both.
The final conclusion for us is that while we don't expect to receive special treatment, or be allowed to pass a test even with a law violation, we do expect to be treated politely and civilly. Unfortunately, we were not treated well, and certainly not like valuable customers. In the future, you might consider using a dash cam to verify customer comments, otherwise it's nothing more than a case of he said, she said. read more
