Complaints

This profile includes complaints for DriveTime's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  DriveTime

  1720 W Rio Salado Pkwy Tempe, AZ 85281-6590

  
• 

  DriveTime

  5910 Dixie Hwy Fairfield, OH 45014-4208

  
• 

  DriveTime

  3717 Lafayette Rd Indianapolis, IN 46222-1110

  
• 

  Drivetime Credit Corporation (Central Florida)

  2111 S Pine Ave Ocala, FL 34471-8194

  
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  DriveTime

  3212 Washington Rd Augusta, GA 30907-3815

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 19th, 2021, I physically went to DriveTime in Gastonia, NC on **** ********* ***d. I made a $2,000 down payment on a 2012 Toyota Camry. After driving the vehicle for 17 days, the check engine light came on. I went to an Auto Service center that SilverRock, the warranty company, advised me to go to. Upon inspection of my vehicle, I was told that the car needed (2) Rear Struts/Shocks, a front end alignment and new front tires. The auto service mechanic immediately called SilverRock to see if the services were covered under warranty. SilverRock informed the auto mechanic, *********** ***** that they would not cover the costs of the services needed to fix the car. According to the lemon law, they were supposed to cover the costs of the services needed due to the time limit specified by law. The costs of the repair exceeded what I could afford at the time. I called Drivetime numerous times to try to get them to cover the costs but SilverRock was adamant about not covering the costs. As a result, my vehicle became harder to drive as time progressed. I eventually stopped driving the vehicle and was still left with payments, even though the vehicle was starting to become inoperable due to the constant “swinging” when driving over 40 mph, putting my safety at risk. I made payments on the vehicle for months after, with no mention of the services needed to help fix the vehicle. I want my down payment and financial charges I paid to Bridgecrest/Drivetime for failure to adhere to the lemon law. According to my original contract, Drivetime must honor the law above the contract signed by me, Tonika Hines (Maiden Name). The supporting documents will highlight what section of the original contract signed by DriveTime that proves my claim. Also attached is the initial estimate given to me by the Auto Mechanic shop recommended directly from Silver Rock. Also attached is a picture of my license showing my maiden name; the name listed on the original contract.

  

  Business Response

  Date: 11/01/2022

  We can confirm our customer did not contact SilverRock regarding the claim or DriveTime regarding her mechanical concerns following this date. 

• Initial Complaint

  Date:10/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to DriveTime in May of this year (2022) to purchase a new vehicle. I knew with my credit (or lack thereof) that my payments & interest would be high. What I did not know, was that I would be roped into paying $514 a month for a faulty vehicle. First, they told us that they had the air conditioning repaired. They did not. It worked long enough to get off the lot and past their 5 day return policy. I've since gone through multiple heatwaves with no air conditioning. We also found out that they never repaired the gas cap, which has resulted in engine issues, in conjunction with severe gas loss, making the gas mileage pathetic at best. This vehicle has multiple issues, and the oh so wonderful warranty I also have to pay for, refuses to answer their phone and gives the runaround when they finally do answer, so needless to say, I have not been able to have anything repaired. It is now October, and it feels like every month there is a new issue with this car. DriveTime says because I'm not a psychic and didn't know their car was worthless until AFTER their return period (how convenient) that there is nothing they can do, which I feel is not only dishonest, but also irresponsible. I am in a bind. I can't seem to get it repaired, they refuse to take it back, I can't voluntarily give it up without hurting mine & my husband's credit, and I owe way too much, since they are severely overpriced, to trade it in anywhere. I am stuck, they know it, and they offer no assistance after you leave the lot.

  

  Business Response

  Date: 10/14/2022

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. 

• Initial Complaint

  Date:10/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought The car from drivetime on July 28th on the way home I hit the brakes and it turned to the side so I took it to their authorized dealership for the warranty and the brakes were bad so they replaced the disks they refused to pay for the pads I had to pay for that and then nobody checked the master cylinder so I was on the freeway and went to hit my brakes it didn't stop so I hit the wall and took it back they weren't gonna fix it and then I said well you know it's illegal to sell a car with bad brakes so they paid for the master cylinder but now I need them to pay for the damage to my car or pay for the car

  

  Business Response

  Date: 10/17/2022

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. 

• Initial Complaint

  Date:10/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brought a vehicle from DriveTime in March. Today I had to take it to get serviced because traction and engine lights were on. Mechanic informed me that my transmission is failing and needs to be replaced. He also stated that I would need to pay $635 for a piece that SilverRock won't cover. Also the parts won't be here until Wednesday but SilverRock will reimburse my rental expenses up to $300 but I have to pay for everything upfront but they can schedule the pickup of the vehicle. I don't understand why I have to pay for anything if I have a warranty.

  

  Business Response

  Date: 10/18/2022

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. We collaborated with SilverRock, the administrator of the DriveTime Limited Warranty (Warranty) and Vehicle Service Contract (VSC) to provide the attachment for details.

• Initial Complaint

  Date:10/07/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint isn't much I just didn't like when I applied for my loan online they said that my down payment would be $495 dollars and my monthly payment would be monthly payment would be $395. When I got to the dealership they charged me $2000 for a down payment and $500 monthly payment. I feel like that's a crude business practice.

  

  Business Response

  Date: 10/14/2022

  Thank you for bringing this matter our attention. We apologize for any misunderstandings and appreciate the opportunity to address our customer’s concerns. Please see the attached for details.

• Initial Complaint

  Date:10/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  purchased my car may 2022 exactly a day later I had to replace the battery and key fab. They covered the battery I had to replace the key fab. 3 months later my engine went out at 104,00 miles. Which it shouldnt have such low miles. so I send car to shop because its covered by warranty. 2 weeks later a replacement engine was sent from there warranty holder and it was also another bad engine. So now my car has been in the shop for A MONTH AND NO TIME FRAME ON WHEN ANOTHER USED ENGINE WILL BE SENT. THEY SAY they will cover rental up too 300$ 30$ a day for 10 days and only covered 210$ of the rental fees. Im stuck with no rental or my car because they haven't been able to fix this issue. I continue to pay on time and im losing more and more money bc i have to pay for my car which isnt working because they sent a faulty engine to replace the already faulty engine and arent willing to pay for a rental to cover there mistake. There policy on rentals are out of date because no where you can rent a car for $30 a day. I call everyday for updates and im told that there isnt any update.. i was sold a lemon and now i have to keep paying for the lemon or my credit will be affected... I would like a complete new engine so that i know for sure im getting a proper engine(because the first 2 were messed up engines), Or a complete refund on all payments even down payment i put into this car so I can purchase a reliable car from a better vendor.

  

  Business Response

  Date: 10/20/2022

  Thank you for bringing this matter to our attention. We, SilverRock, appreciate the opportunity to
  address our customer’s concerns. DriveTime, the vehicle retailer, received our customer’s
  duplicate complaint #18183138. We collaborated with DriveTime and are responding on behalf of
  both companies. Our customer’s repairs have been reported as completed. Additionally, we have
  offered our customer an additional reimbursement for his rental expenses in the amount of
  $194.99. Please see below for further details.

  Customer Answer

  Date: 10/20/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  ****** ****
  
   
  

• Initial Complaint

  Date:10/01/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’m leasing a 2014 Chevrolet Cruze LS from DriveTime. Now every vehicle is supposed to go through a 5 star inspection before selling/leasing vehicles but this wasn’t the case with my vehicle. On 9/12/22 I took this car to Pep Boys (in which is where I was told by Silverrock to take the vehicle for repairs) I’m which the intake manifold was changed and now have a lifetime warranty on it. 9/16/22 I picked the car up. The car had been sitting there because SliverRock denied the claim to fix my car the first time so I called DriveTime customer service and they did another claim and it was paid for. 9/27/22 I took the vehicle back to Pep Boys because it was leaking coolant and still fluttering and come to find out it needed an ignition coil pack, spark plugs(because it was misfiring) and a new water pump. SilverRock only covered the water pump and I had to pay for the coil pack and the spark plugs because SilverRock said they weren’t going to pay for it and I had already missed days of work because I didn’t have a vehicle so I had no choice but to pay and got the vehicle 9/30/22. Today is 10/1/22 and as I was on my was to work the transmission light came on and the traction control light and the car will barely drive. I had to turn around and now I missed yet another day of work behind this raggedy a** car. There’s no way and I mean absolutely NO WAY this vehicle should be going through so many mechanical issues if a 5 star inspection was done. And by it being a Saturday SilverRock is closed and there’s nothing Drive Time can do about it. I will not continue to pay a note for a car I cannot drive. Y’all can have this raggedy s***. Drive Time sells messed up cars to people and it’s not fair. I will be taking them to court.

  

  Business Response

  Date: 10/07/2022

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address our
  customer’s concerns. At this time, we can confirm that we are actively assisting our customer with
  her mechanical concerns. We have collaborated with SilverRock to provide the following
  response. Please see the attached for details.

• Initial Complaint

  Date:09/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  02/18/2022-date if transaction Amount paid: $ 18,623 Problem: We have had this car for less than a year. And shortly after buying it we noticed the front bumper had paint peeling off of it. Well now there is almost no paint on the front bumper. We called the dealership to see if there was anything they could do. It doesn’t take someone with much knowledge to know that they sold us a car with a bad paint job. There was obviously no prep work or primer out onto the bumper before they just had the paint matched and painted over it. They told us there was nothing that they would do. We then asked if we were able to trade it in at all. They stated that we had 5 days from when we bought it to return it. We are expecting a child and wanted to upgrade to an SUV. However, they will not allow us to even trade the car in because it has to be paid down to $4,900. Which is nearly impossible when you take out a loan for a car. They had not made us aware of the trade-in rule when we bought the car. We are now stuck with a car with a faulty paint-job, and unable to upgrade for our growing family.

  

  Business Response

  Date: 10/07/2022

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address our
  customer’s concerns. Please see below for further details.

• Initial Complaint

  Date:09/27/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I uploaded my complaint in "Word Document" because I had so much to say. See Below!

  

  Business Response

  Date: 10/04/2022

  Upon receipt of our customer’s complaint, we reviewed her concerns and confirmed that we have followed all policies and procedures as well as all federal and state laws concerning the inspection of the vehicle. We are unable to refund her down payment or subsequent payments remitted to her account. Please allow 30 to 90 days for the tradeline deletion to accurately reflect with the CRAs. On September 30, 2022, we spoke with our customer to advise the above information. The call ended amicably. Please see attached for details.

  Customer Answer

  Date: 10/04/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, I will consider this complaint resolved. As stated,

  a business decision was made per Abigail A. pending the customer’s tradeline with a deletion from my credit report so that my voluntary surrender will not impact my credit and that it should be reflected within 30 to 90 days with the credit reporting agencies (CRAs)

  that they collaborated with. The most important thing is deleting it from my credit report, with that being my first car and having so many problems with it within 6 months it was very frustrating, but a resolution has been made that’s agreeable.
  
  
  
  Regards,
  ******* *******    

  
  

• Initial Complaint

  Date:09/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my car in March 2022. Since the first 2 weeks it has had issues and silver rock their extended warranty company doesn’t cover anything. Now my car 6 months later needs a new engine. I brought my car to the shop they told me to on 9/19/22 and they misdiagnosed it causing yet again another claim denied. I want to either get the vehicle repaired since a new engine would be covered. They said now it’s 2 cylinders that are bad. Even when I bought the car I told them the engine makes a weird noise at idle but they said that’s how VW sounds. This car is a lemon. They refuse to refund me , so I’d like the repair done since it would’ve in fact been covered since the policy didn’t end for 2 days later and it’s never left the shop / was misdiagnosed

  

  Business Response

  Date: 10/05/2022

  We can confirm on September 19 and 20, our customer elected to cancel her GPS and VSC products