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

  5910 Dixie Hwy Fairfield, OH 45014-4208

  
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  DriveTime

  3717 Lafayette Rd Indianapolis, IN 46222-1110

  
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  Drivetime Credit Corporation (Central Florida)

  2451 McCracken Rd Sanford, FL 32771-1602

  
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  Drivetime Credit Corporation (Central Florida)

  3350 W Colonial Dr Orlando, FL 32808-8001

  

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:08/17/2022

  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 my 2014 Jeep Patriot from Drive Time's (Mechanicsville, VA) location on 3/11/2022 with a down payment of $400 and an agreement to pay $223.30 every two weeks when I got paid through the duration of my term, until the jeep was paid in full. I was given a 30 day warranty of 1500 miles, whichever occurred first. I initially was excited about my purchase and was encouraged to write a review regarding the customer service that was provided to me, and did so on the spot while at Drive time. A day after purchasing the Jeep there were issues. I contacted Drive time to report that the car was failing to accelerate and was instructed to contact their vehicle repair company, Silver Rock for instructions on what to do. I took my vehicle to Auto Repairs Plus to get it checked and was told that they felt the stuttering but was not sure what it was without an engine light or something that would indicate what is causing the issue. I was unable to drive the car, it failed to accelerate and sometimes would come to a complete stop. This was very concerning for me and a huge safety risk as I have two small children (5 & 8). The vehicle has stopped accelerating while we have been on highways and main roads. It is only by the grace of God that none of those times resulted in any fatal crashes although we came close many times. I contacted Auto Repairs plus again on 3/17/22 as instructed by Silver Rock (6 days after purchase) and was told that they could not get me in until 3/23/2022. I went in on that day and was told that the transmission had blown. Due to it still being under the 30 days or 1500 miles warranty, they replaced the transmission. Auto Repairs Plus had my Jeep for a total of 3 weeks while they made repairs. During this time, I had to Uber and Lyft myself and my daughters to and from school and work. I was told recently that the engine has blown in this vehicle. Drivetime will not allow me to trade for another vehicle or get reimbursed. I was sold a lemon.

  

  Business Response

  Date: 09/22/2022

  SilverRock was given an update which suggested additional repairs for replacing the front wheel bearings, wheel hub assembly, and to perform an alignment. SilverRock approved the additional repairs, under the terms of the Warranty, and at no cost to our customer.

• Initial Complaint

  Date:08/16/2022

  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 February 12th of this year, I purchased a 2016 Hyundai Sonata from Drivetime of Winchester. I purchased the vehicle with 90,000 miles and by the beginning of April my motor went out with only 94,448 miles. I called and informed Drivetime and they simply told me to get in contact with SilverRock, my warranty company. After getting in contact with Silver rock I was been told to take my vehicle to Darby‘s auto body shop. Darbys then informed me after running a diagnostics test that it was due to motor failure. After getting back in contact with Silver rock I was then instructed to take it to the nearest Hyundai dealership which happened to be in olive branch. After having my vehicle for 3 months I was then told I would have to pay out of pocket due to the motor failing because of “neglect.” Within the two months of me having the vehicle I took it for multiple oil changes and was confused as to how I neglected a vehicle within 2 months, only 4,000 miles, and multiple services. I was then told to tow my vehicle to Hyundai of Mount Mariah after getting in contact with somebody hire up in Hyundai. Once my vehicle made it there, I was informed a claim was never filed with SilverRock about my vehicle. I am a college student that for the past five months has been struggling to get to and from work and school without my vehicle. I have had to take numerous Uber and tow my car multiple times which has been costly. I have even had to buy a new battery for the car which SilverRock, Drivetime, nor Hyundai covered. I feel like it is not right that I am still actively paying a car note for a car I can’t drive and I have not received a loaner. I have called Drivetime on multiple occasions and they are rude, refuse to acknowledge that they know the sales person whom sold me the car and are dismissive. These 5 past months have been incredibly hard and I still do not have my car back. I go back to school this week and still struggling to get to and from school and work.

  

  Business Response

  Date: 08/29/2022

  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 our customer’s 30 day/1,500-mile Limited Warranty (Warranty) and 5-year/50,000-mile Vehicle Service Contract (VSC), to provide the attached information.

• Initial Complaint

  Date:08/09/2022

  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 purchased a car from here and nbot even TEN days wewnt by that my vehicle stopped in the middle of traffic , i have been without the vehicle since then , yet am expected to make my first payment , the dealership refused to let me exchange the vehicle and has been ZERO HELP at all. They dont care that they sold me a faulty car that will prob need the engine replaced or that they didnt properly check he vehicle putting mine and my childs life at RISK.this is the WORST dealership ive dealt with .IF YOU WANT A CLUNKER AND TO GET SCAMMED THOUSANDS OF DOLLARS THIS IS YOUR PLACE.All i asked for was to switch the vehicel out at only ten days, any decent business would have fixed this

  

  Business Response

  Date: 08/16/2022

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address our
  customer’s concerns. We have collaborated with SilverRock, her DriveTime Limited Warranty
  (Warranty) administrator, to provide the following details.

  Customer Answer

  Date: 08/16/2022

  this response is a lie , I called in to drive time about ten days after I bought the car reporting the issue and haven’t been able to take it in until a week later because they the mechanic said he has such a hard time getting things approved that I would have to leave my car there , I was told that the codes were cleared as if to hide what was wrong and took it to hyundai dealership and they informed me this car wasn’t properly inspected ,the wrong batter was in the car to start with and basic things like oil change and tube up weren’t done and how this is a common issue with drive time , I have now been without the vehicle for 3 weeks ,I pick it up today as they have refused to let me exchange the vehicle or return it !!!!! I will be submitting paperwork from the dealership and i don’t even know that the car will be fixed when I pick it up today ,I’m paid 1000 down the money for my rental and now the first month payment for a car I drive for a WEEK . They have done NOTHING to try to fix this expect tel me to wait to be reimbursed for what I’ve already spent and just wait .there is a reason there’s 428 other similar reports on here saying the same thing. .the y put people and their children in unsafe vehicles with their CHILDREN like they did me ,leaving them in situations where their car can literally stop in traffic .drive time is putting lives ar risk DAIy without a care . I will be following up with an attorney and filing via court 

  

  Business Response

  Date: 08/23/2022

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

  Customer Answer

  Date: 09/02/2022

   This isn’t even a valid response to anything I wrote in my previous letter it’s just a bunch of blah blah blah to try to mask the fact that they did nothing at all except

  Tell me to wait to be reimbursed seeing as how I only had the car drives or for ten days I asked atleast that my first payment be moved to the end of my car note And they refused .i am a sorry ingle mom ,I had to pay 1000 down plus the money I used for rental plus the 600 payment all

  At one time on top of my other bills .they did not make this right in my opinion and now I’m just behind on my next payment .the other issue is as I mention no proper testing of this vehicle was done they refused to give me the paperwork proving it .the Wrong battery is place in the car .they risked mine and my child’s life not making sure basic safety was taken care of he did not respond to any of the other issues I made and is just avoiding 

• Initial Complaint

  Date:08/03/2022

  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 have a hard inquiry from DriveTime on June 29, 2022 which has brought my credit score 17 points down for no reason or explanation. I don't know anything about this company. I just saw on my credit report that is a auto loan company. Also why would I ask for an auto loan that is from another state? Makes no sense. I have no idea how this company got my information.

  

  Business Response

  Date: 08/10/2022

  We can confirm that although our customer did not ultimately purchase a vehicle from DriveTime, her application on our website resulted in a valid inquiry on her credit report. 

• Initial Complaint

  Date:07/28/2022

  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.

  I got my car in March 2022 and i haven't been able to drive the car The car keeps overheating and shutting down on the highway I've been out of work for a 1 1/2 months and every time I get the car back it's the same problem over and over again I have they never gave me thr real recall report for the car I've lost my job and all because of this car drive time will not replace the car because I have had it more than 5days and I have records of all the times I have called to try and get the issue resolved but all they keep telling me is to start over from step 1 and I've done that 4 times already my family and I are on the verge of losing everything and this has left me with lost wages and jobless so I understand.

  

  Business Response

  Date: 08/04/2022

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

• Initial Complaint

  Date:07/28/2022

  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.

  I had my car for a lot over a year, at the time of me signing my paperwork, the sales person never told me that I could not trade my car in until it was $4500 left on the car this car is $13,000 which after everything came out to be $23,000 $9 a day interest and I’m pay all this money and I can not trade this 2018 Kia Forte in for a better car that’s worth my money to the place I brought it from. I even tried other dealers, they said I’m in a very bad loan and I need to seek legal assistance to get out of it. I just want a new car . My car is starting to have issues I need to trade my car . I’m very upset with the service. You guys need to break down things to people and make sure they understand before letting them sign, I’m a older woman, I can afford to go thorough this

  

  Business Response

  Date: 08/04/2022

  If payments are made on time, the ratio for what is applied to interest versus principal increases in favor of the principal balance and the balance will be paid off on the contracted maturity date.

• Initial Complaint

  Date:07/27/2022

  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 purchased a 2017 Ford Focus in October a few days after I got the car the check engine light was on. I keep calling them they keep sending me to other people that aren’t helping me fix the issue. The sold me a car they knew had engine problems but don’t want to help me solve the problem. I have 2 children that needs to get to daycare and etc and none of these companies care that they are selling terrible cars to customers

  

  Business Response

  Date: 08/03/2022

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

• Initial Complaint

  Date:07/27/2022

  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.

  False advertising. Their commercials and advertising are false. I went online and filled out the online application. They say you get your down payment and monthly payment on the vehicle you choose, and when I went into the dealership with my paperwork and down payment the salesman told me that the down payment and monthly payment wasn't for the vehicle I chose. I chose the vehicle online and filled out the paperwork for that specific vehicle. I went in they told me that what I received online was wrong. That it was for another vehicle that I didn't choose. False advertising

  

  Business Response

  Date: 07/28/2022

  Thank you for bringing this matter our attention. We appreciate the opportunity to address our
  customer’s concerns. We can confirm we have followed all applicable state and federal laws
  regarding our customer’s application for purchasing a vehicle with us. Please see the attached for
  details.

• Initial Complaint

  Date:07/26/2022

  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.

  Drivetime has mislead people for a long time. This time however I can prove it. I believe they willing sold me a vehicle they knew was impacted with a serious front end collision

  

  Business Response

  Date: 08/08/2022

  On July 26, 2022, our customer elected to remain in the vehicle, and we encouraged him to have a diagnostic completed by an INRF in order to further review and address any mechanical concerns.

  Customer Answer

  Date: 08/08/2022

  Drivetime has mislead you in there answer.The timeline they are telling you. Involved 2 different cars. They just admitted to you.They do every inspection. When in fact they informed me the auction does the inspection. And the diagnostic service they offered. Has taken me a week of my time. And I have to put a deposit down just to get the service. And when I asked about the collision the car has been in. I was told the macanic would be able to help with that because they are all (ASE) certified. Change will not happen with me or this car. But I believe 4 or 5 more complaints. That's were real change comes from.

  

  Business Response

  Date: 08/18/2022

  Upon evaluating the vehicle, the INRF advised SilverRock they were unable to duplicate our customer’s concerns and found no active failures at that time. SilverRock approved the diagnostic fee under the terms of the Warranty, and issued a payment to the INRF the same day.

• Initial Complaint

  Date:07/26/2022

  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 a 2016 Ford Escape from Drivetime In Chesapeake Virginia in February. At the time of the purchase I was told that Gap Insurance would be attached to my loan because they didn’t want me to have high cost of repairs when I needed to make a 500.00 payment monthly. This was a sales gimmick to add more cost to a vehicle not worth the loan. I didn’t realize I had purchased a vehicle that would need a 2000.00 AC repair where the whole dashboard would have to be removed to fix it. I also didn’t know the tires were defective and would have to be replaced at the tune of 1000.00 . The brake pads were replaced but the calipers were shot and the calipers destroyed the rotors within a couple months so the brake pads, rotors, and calipers had to be replaced. That was an 800.00 expense. Meanwhile that fantastic gap insurance I was paying for from Silver Rock covered absolutely nothing!! I was more than ripped off and can’t afford these repairs plus the payments. I feel Drivetime needs to reduce my loan according to what I’ve paid out of pocket for repairs so that the vehicle would pass inspection. The vehicle was not safe to drive and I sought help from the actual dealership in Chesapeake where I purchased the vehicle. The GM tried to help but his hands were tied by a corporation that rips off poor people with low credit that can’t afford to go anywhere else to get a vehicle.

  

  Business Response

  Date: 08/05/2022

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On June 8, 2021, at 5,152 miles since purchase, an in-network repair facility (INRF) initiated a claim with SilverRock for an evacuation and recharge of the air conditioning (AC). SilverRock reviewed the claim and was unable to provide authorization for the service as it is non-covered per the terms of the VSC. To date, our customer has not filed any additional claims under the VSC. On August 19, 2021, our customer contacted a DriveTime representative at her local dealership for assistance with her concerns. Our Customer Relations department advised that our customer would need to have a claim filed with SilverRock in order for us to further review for any applicable offers of assistance. On October 15, 2021, our customer contacted us to advise that her AC was not working and there was sidewall damage to the rear tire. We reviewed the account along with the previous claim filed and informed our customer that we could review for potential assistance on any non-covered components, however we would need a claim to be filed with SilverRock or an estimate provided to us for further review. We can confirm that no further claims were filed, and that we have not received any repair estimates for review.