Orange Osceola Safety Institute

Adriana *** and her son Freddy Rivas Garcia were registered for a 3 wheel motorcycle class. The class started at 7:00 am on November 14, 2019. In the class with Ms. and her son was another student. The other student arrived prior to 7:00 am and completed her registration paperwork as well as a written test. I informed the other student that we are waiting on 2 more students and they were a mother and son so I asked if her wouldn't mind giving them extra time. At 7:00 in the morning our building is very quiet and our office door is only 30 feet from the front door. Myself and the other student engaged in a conversation while we waited for Ms. and her son. I knew Ms. spoke to OOSI staff Maria several time to sign up for the class due to her ability to communicate in English was limited. I was hoping that Ms. would call Maria to let us know her status but no call arrived. The other student was becoming anxious so we began the class.

At approximately 7:35 am I heard the front door open and standing in the lobby was Ms. and Freddy. I called out to them that they were late thinking they would enter the classroom but that did not happen they both stood in the lobby outside the OOSI office door. I could see Ms. was upset by the way she waived her arms up and down but her back was to me and she was over 40 feet away. Ms. never entered the OOSI office to talk to me. We never spoke, not even a single word. Freddy was directed to take a business card and call the office at 9:30 am to reschedule. I explained to Freddy that 7:35 was too late and we tried to wait but to catch him and his mother up would cause the other student to have to wait an additional 20 minutes to which the other student stated, "I don't want to wait."

At that time they left the lobby. Minutes later Freddy and Ms. returned. Freddy asked me if he can come back tomorrow being it was a two day class. I explained to Freddy that he could not but to reschedule. That was the end of my contact with Ms. and Freddy. As stated, I never spoke a single word with Ms. and only her son Freddy. Freddy was pleasant and appeared to understand acknowledging that they were late. There was another student present during my conversation with Freddy so there was no need for an unwarranted adversarial conversation.

Ms. and Freddy were rescheduled into the next class without incident. It wasn't until Ms. husband became involved, calling the office very upset making claims of rudeness, wanting his money back, etc.. Office Staff tried to talk the husband but he remained upset. The husband was told how to get a refund being that they did not pay our company but paid Can Am so we could not provide a refund. Nothing OOSI staff said the husband satisfied him.

Ms. was called and she confirmed that she and Freddy would be attending the next class which they did. I believe the class went very well and Ms. and Freddy did great. We spoke throughout the class and although Ms. English was limited I believe we communicated well. Ms. and Freddy passed with high scores. I enjoyed them in the class.

I agree with Ms. when she stated Customer Service is important. I have been in business since 2000 and have served our community for 19 years and thousands of customers have come through our school. We are proud of our customer service. It is my sincere belief that outside involvement created a situation that should have never occurred which is unfortunate.

I was very upset, as the instructor, to have to read a google review directed at me personally calling me a lesbian, stating that I should not be allowed to work at this business. I work very hard and I feel mocking sexual orientation as a means to insult and hurt a person is uncalled for and inappropriate on all levels.