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

  
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  DriveTime

  1515 E. Bell Road Phoenix, AZ 85022-2715

  
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  DriveTime

  2143 W. Camelback Road Phoenix, AZ 85015-3444

  
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  DriveTime - Pelham

  2205A Pelham Pkwy Pelham, AL 35124-1314

  
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  DriveTime

  5910 Dixie Hwy Fairfield, OH 45014-4208

  

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:08/28/2022

  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.

  financed the car in September 2021 my car has been in the shop non-stop. a while lemon. it is now non-drivable. no matter that I kept the oil changed and fluids full on time. the has an electrical problem which is not covered by the warranty. the starter went out about 3 months in . The battery completely died. and the windshield wiper's motor went out I got it changed twice they still keep breaking. so I couldn't drive if it was raining. and something is wrong with the motor as of august 18th this year. it hasn't even been a full year. which means I'll be paying for a car that I can't drive. every time I called drive time or the warranty place they don't care. I don't know if I should do a voluntary repo and mess up my credit or what! it absolutely ridiculous and should be some law to help us. I don't know if I should contact an attorney because my car was a total lemon I've called the warranty multiple time within this year of having it and it seems they cover absolutely nothing. they can have this car back and give me the 2k i put down on it. i refused to keep paying for a car that going to break down on me and i put more money into it than its worth. i tried to trade it in and they said with all the problems its only worth 3k.. only after not even a full year it depreciated over 15k!

  

  Business Response

  Date: 09/16/2022

  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 details.

• Initial Complaint

  Date:08/28/2022

  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.

  Purchased a 2015 Kia Soul and have repeatedly had mechanical issues with the vehicle and was not helped with finding a resolution to fixing my vehicle. I’m constantly dishing out more money to fix my car and I haven’t had it for 30 days I went to the auto shop under the car warranty and they didn’t cover the problems under the warranty. They have sold me a faulty warranty and a faulty car and something needs to be done asap.

  

  Business Response

  Date: 09/01/2022

  Upon receipt of our customer’s complaint, we reviewed her account and confirmed that SilverRock was unable to approve the claim as the repairs needed were NCCs under the coverage of the VSC. At this time, if our customer incurred any out-of-pocket expenses related to the vehicle repairs, we encourage her to send her paid receipts to [email protected] so we may review for potential reimbursement. We have attempted to contact our customer to address her concerns but have not been successful in reaching her. Please see attached for details.

• Initial Complaint

  Date:08/27/2022

  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.

  On August 22, 2022 I went into the dealer ship located on W. Tennessee St. Tallahassee, Fl and spent all day here. Mind you my mother was preapproved on line so we already knew what type of vehicle we wanted to purchase and after explaining to **** Sat August 20, 2022 that my mother is legally blind in her left eye and does not have a driver license but she does have a military ID and I went through the entire spell over again on August the 22, 2022 and the assistant manager and manager both thought this ID was good enough. We went through the entire process test driving and the inspection and was at the stage of paying the down payment. The assistant manager said do you want to put down the hold deposit of which was the down payment of $600 and I asked what happens if something goes wrong and I don't get the vehicles it was stated that the money goes back on your card immediately, but this did not happen. Than it went all the way south we were informed that corporate denied my 76 old mother's military ID and I needed to take her back to Alabama and get her a state issue ID which we did this only to be told that she needed her birth certificate and marriage licenses, so I called the dealer ship and spoke with the assistant manager explaining to him what was going the transaction for the down payment was cancelled, however, on Wednesday the 24, 2022 the money was than taken out of my bank account. I have been going back and forth with the dealership and corporate office I was told on two occasion that accounts payable issued a check to me and sent it overnight, here it is Saturday the 27, 2022 and no check has showed up to the dealer ship in my name. I feel like I have been taken advantage of and giving the runaround, so I took this issue up with my bank and filed a dispute because I do not believe drive time is honoring their word and taking advantage of me. My next move is to contact my attorney and take this issue to court because this is not right

  

  Business Response

  Date: 09/21/2022

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address our consumer’s concerns. During the review process, we identified that the document provided during the sales process was not adequate. We advised our consumer that we would need a state-issued identification card to proceed with the sale’s transaction. On August 23, our consumer opted to cancel the layaway of the vehicle. On August 24, we began the process to cancel the layaway and refund our consumer her $600.00 deposit. On August 26, our consumer contacted us about the refund check and expressed dissatisfaction with the sales process. We advised her that we had processed and issued the refund check. We also informed her that the check would be overnighted to the dealership, via FedEx, and that she could contact the dealership within 24 hours to confirm its delivery. On August 29, we contacted our consumer and advised the check had arrived at the dealership. She explained she had disputed the funds with her financial institution and had already received the $600.00 back from the bank.

• Initial Complaint

  Date:08/25/2022

  Type:Billing 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 opened an account with Drivetime/Bridgecrest on 11/8/2019 First, I want to say that while negotiations went on at the drivetime location for the automobile that they committed fraud. The first would be by accepting a down payment and by because this was a consumer credit transaction money shouldn't be involved it's also stated in the finance charge. "Per 15 USC 1605. The finance charge does not include charges of a type payable in a comparable cash transaction. The finance charge shall not include fees and amounts imposed by third party closing agents (including settlement agents, attorneys, and escrow and title companies) if the creditor does not require the imposition of the charges or the services provided and does not retain the charges." Second fraud would be not extending me insurance which is also in the finance charge contract "Per 15 USC 1605 (5) Premium or other charge for any guarantee or insurance protecting the creditor against the obligor’s default or other credit loss. They also continued to repo my car without providing remedy which was a non-judicial act it wasn't an order given by a judge. 15 USC 1692F (6) Taking or threatening to take any nonjudicial action to effect dispossession or disablement of property if— (A)there is no present right to possession of the property claimed as collateral through an enforceable security interest. (B)there is no present intention to take possession of the property; or (C)the property is exempt by law from such dispossession or disablement. They also committed identity theft by giving my information to a tow company which is a third party and not giving me a non-disclosure in which I can opt out of sharing my private information. Per 15 USC 6802

  

  Business Response

  Date: 09/01/2022

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. We have collaborated with the Bridgecrest, the account servicer, for the following details. We can confirm that Bridgecrest is accurately reporting his tradeline to all three credit-reporting agencies (CRAs) as an involuntary repossession. Please see the attached for additional details.

  Customer Answer

  Date: 09/02/2022

   Your company knows that I the consumer and also the original creditor in this openly fraud contract. You guys never expressed to me I could exercise right to rescind 12 cfr 226.23 which is unlawful and wrongful, and you did it willingly because this is public information. I've made my case in the document attached here.

  

  Business Response

  Date: 09/14/2022

  Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns. At the time of sale, our customer had the opportunity to review, sign, and acknowledge the Retail Purchase Agreement which provided our customer five calendar days to ensure he was comfortable with the terms of the Simple Interest Retail Installment Contract (Contract) and the vehicle. We can confirm that our customer did not attempt to cancel the Contract or return the vehicle within that time frame.

  Customer Answer

  Date: 09/16/2022

   You never mentioned nor brung fourth such paperwork for the right to recision that’s a false claim by you, and you’re

  Probably going to send that info to the wrong person as that’s not thy name on these statements you keep sending me through BBB. You just put somebodies identity in the public.  

• Initial Complaint

  Date:08/25/2022

  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 purchased the vehicle on July 1, 2022. I made an agreement with the company that I would pay the down payment of $900.00. The lender will notify me on my first initial payment. I received my first notification on August 23, 2022, that my payment was $549,58. I made arrangement of making $269.49 on August 25, 2022. On August 24, 2022; the vehicle was repossessed by the dealership; and I went to Drivetime dealership to conform. The representative their told me that they don't recall having the vehicle in their possession. All my belonging is inside the vehicle. That they don't have any clue where the vehicle is located at. The dealership never called me or email about the first payment until the lender notify me on August 23, 2022. How can I get the vehicle back and I will make my agreement payment on August 25, 2022. I setup automatic payment on September 1, 2022 of $549.58. I appreciated that you can assist on me to get this matters resolve immediately I don't want my credit to go bad.

  

  Business Response

  Date: 08/31/2022

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address our
  customer’s concerns. We have collaborated with Bridgecrest, the account servicer, for additional
  information. Please see the attached for further details.

• Initial Complaint

  Date:08/24/2022

  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.

  You can't imagine the problems Im having here... $1700 down payment my remaining payments are $491 a month for 7 years for a 2016 Chevrolet Colorado. I have to continue paying $37,000 either drivetime destroyed or the previous owner destroyed. I've been scammed by this company because they care more about saving money than to actually even consider helping a problem they are responsible for. I'm going through so much in this alone that I would not recommend doing business with this company. I really don't know how they get away with this as a dealership. I need help fixing a precondition problem now!!!! Pictures says a thousand words if you don't believe me. I've only had the truck for 6 months and been out for 2 months still making payments, I'm getting drained!

  

  Business Response

  Date: 08/30/2022

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address our
  customer’s concerns. At this time, we are awaiting an estimate and diagnostic report pertaining to
  our customer’s repair concerns for further review. Please see the following for details.

• Initial Complaint

  Date:08/23/2022

  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 purchased a vehicle 6months ago( financed) car had not been inspected engine light on in three weeks time as well as back hatch would not lift.Mind u this is past five day return policy .silver rock warranty has paid for fuel pump and valve cover, Cust relations paid for back hatch repair. Six months in something is wrong I assume with sunroof puddle of water on back floors inside roof soaked completely wet and this repair is not covered by warranty or by customer relations, $24,000 is the price payment is over $500. monthly and I can’t return the vehicle nor get help with this expensive repair, im burned out all together with this contract and still 17000$ to be paid. I have been Thera with my credit score in lue of returning the vehicle voluntarily or pay another $12000$ just to swap vehicle with another uncertain contract. Totally unfair unlawful and poor business practices. I am lost mentally at how to handle this or shout drop insurance and total car do neither party is happy ???????

  

  Business Response

  Date: 08/30/2022

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

• Initial Complaint

  Date:08/23/2022

  Type:Billing 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.

  The credit bureaus stated my account was properly investigated but how is that possible if the open date is inaccurate, the date last active is inaccurate, and date last reported is not accurate. This ground for removal they also violated my rights under 1* ***** **** ******* *** A. Stated I have the right to privacy. ACCOUNT # ***********

  

  Business Response

  Date: 09/01/2022

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. We collaborated with Bridgecrest, our customer’s account servicer, for the following details. At this time, we can confirm that her account reflects as paid in full and that Bridgecrest have accurately reported her tradeline to the three major credit reporting agencies (CRAs). Please see attached for additional information. 

• Initial Complaint

  Date:08/19/2022

  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 August 12th, my car was wrongfully repossessed. I was currently 9 months pregnant and went into labor. Only to come outside to find my car repossessed. Luckily my mom was there to take me to the hospital. I called the next date August 13th after my child was born and the company Bridgecrest **** * ******* *** ***** **** ***** ** ***** explained to me that my car had been repossessed due to a 125-day non-payment delinquency. Only thing is I wasn't 125 days delinquent. Management looked into my account and found an error in the system that was making my account jump to such an extreme delinquency. I explained to them that this has happened before back in June and which another representative went into my account and fixed the issue before. They sent me over to customer relations which the department was closed on that Saturday August 13th. I called Monday to customer relations; they told me they would review my account and get back with me 24-48 hours. I have all my payment records as well as my account that clearly shows I'm not 125 days late. I also made a payment arrangement prior on Tuesday August 9th for $582.00 at the time my account was 28 days late and set up a payment agreement for August 19th in the amount of $582.00. After contacting them Monday August 15th, they told me it'll cost me $2,000.00 to receive my car back. Remind you I'm not 125 days past due nor do I owe them $2,000.00 in back payments. It is now Friday August 19, 2022 and I'm still getting the run around. All the representatives keep telling me my account is under review and giving me no answers on when and how I can get my vehicle back. No one is returning my calls. My car was taken wrongfully and without notice.

  

  Business Response

  Date: 08/30/2022

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

• Initial Complaint

  Date:08/19/2022

  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.

  Around the 11th the beginning of July I was involved in an accident and the car was totaled so of course I had to get another vehicle, so I went to the Drive time in laurel md to purchase a 2013 nissan altima sl with a 30 day warranty from Silver Rock which included 30 days and 5 year warranty as well and I wish I would have never made that move, so after 2 weeks I went for an oil change and my AC was blowing hot air all of a sudden. So I took it to NTB to see how bad it and guess what I have $3000 worth of repairs which should have never passed state inspection for Maryland the struts are bad which seems fraudulent on their end, brakes and the serpentine belt. So as you know when I found out that this car has all the issues and the repair shop informs of how difficult silver rock is I realized I should have never bought from Drivetime. Silver rock didnt approve anything except the AC which doesn't make any sense when Struts are apart of the warranty but i was informed on how they prefer to issue you the cheap parts because of the cost for Silver Rock which is highly concerning they would treat there customers this way. So know I reached out to customer relations in drive time and hoping they were going to assist but they haven't been much in squaring the situation away and they want pictures and everything of the struts leaking and the brakes which honestly is ridiculous, the fact that my brakes and struts should have never passed inspection at Drive time is a major concern, I have set up counsel if Drive time are not able to square this away Also the fact that I have spent over $400.00 dollars of my additional income for a rent a car when it took 2 weeks of the manager at NTB fighting with silver rock to approve my repair made it clear that they dont value there customers at all. As a disabled veteran who does not expect to taken advantage of I am disappointed in Drivetime and would not be buying anything from there again.

  

  Business Response

  Date: 09/02/2022

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On August 11, our customer contacted us about the struts. He requested that we provide him with assistance for the NCCs. He advised us that the struts needed to be replaced as they were leaking. We advised him that he would need to provide us with an estimate along with pictures of the failed components so that we could review them for potential assistance. Our customer also requested that we provide him with rental assistance. On August 18, we reached out to our customer via text message to advise him that we had not received the estimate or pictures. We requested that he provide us with both items so that we could begin the review process. On August 19, we sent an additional text message to our customer to advise him that the repair facility could submit the pictures with the open claim. Our customer responded to us via text message and advised us that he would not be providing us with the pictures. Instead, he informed us that he would only provide us with an estimate and requested that we approve the repairs based on the estimate.