My fiance was getting lessons from Elite and had a very bad experience with him getting agitated, frustrated and cursing during a training session, making her so uncomfortable she no longer wanted to get in a vehicle with the man.
We paid for 2 packages, driver training and a road test package, and she completed the driver training part. We asked for a refund on the road test package 2 days before the scheduled road test and were refused, the only explanation given was that it was "too late and didn't make sense to cancel now" and "I've already fulfilled the contract, sorry". He then called ICBC and cancelled the road test, even though we asked him not to, so he provided no service to us at all and even went out of his way to inconvenience us, along with keeping the full fee.
My fiance posted a review on Facebook of her bad experience, which was then shared on multiple groups as other people came forward with similar negative encounters.
Since then, Elite has gone to the RCMP claiming he is being harassed online, changed his posted cancellation policies, threatened the group admins on Facebook with lawsuits for defamation, slander, etc to get the review removed, asked friends to post reviews on Google to artificially boost his ratings and is now posting on his page that businesses should beware of "opportunistic customers" who will try to scam them...
EDIT : I don't think I can respond directly to the owner's reply, but we did make our complaint privately to him first and if he had responded "appropriately and professionally" there would be nothing posted and everyone would have moved on.
Instead he decided to start a fight with a client over a legitimate refund request that was within his cancellation policy and was due to his utterly unprofessional behavior. Also worth noting that his reply on here is polite only because he can't threaten Google with lawsuits to get a negative review taken down.