Complaints

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I walked into DriveNation to finance a truck. The salesman told me that he found one in my price range, and showed it to me. The truck looked nice and clean and in the parking lot it ran fine. I paid $1000 down and the next day was driving away with the truck. I went 5 miles down the road and it overheated. I informed DriveNation, who told me that if I paid to have it towed to their shop that they would credit it to my payment. I paid for the tow truck and was told when I showed up that they would not credit the payment. But this is nothing. About a week goes by and they inform that they cleaned the radiator. This was covered in my 30 day warantee so I got the truck back. 2 days later it broke down and stopped moving. I wasnt too worried, due to the 30 day warantee I was still under. I contacted the dealer, who told me a mechanic wasnt available. I waited and called back a few days later and was instructed to have it towed to another local mechanic, who will accept the warantee. The local mechanic, a company called milex, found that there was over $7500 off work that needed to be done to make it run right. This required an inspector from the warantee company to see the truck before approving funds. Upon inspection it was discovered that the dealer had put non-stock tires on the truck before selling it, which voids the entire warantee. Nothing is covered, and now I dont have the truck, I owe thousands of dollars and have no way of getting to work and back. This has completely derailed my life. I contacted DriveNation about it, was speaking very calmly to explain the situation and was hung up on. Im not sure what to do but this seems illegal.

  

  Business response

  08/29/2024

  This in response to the BBB Complaint 22196165

  ****************** puchased a used **** F-150 on 7-17-24. The vehicle was sold AS-IS from DriveNation ***. The loan was financed through Credit Acceptance as well as his extended service contract. There was no "30 day" warranty. See attached documents stating it was sold AS-IS. He did purchase an extended service contract. We attempted to help Mr. ******** with an issue he had and the truck was opertating as expected when it left the dealership. He called a few weeks later with an issue and we reccomended he could take it anywhere he chose. He is now expresing he is unhappy with his service contract. He is able to cancel the contract per its agreement by contacting the issuing company. On page 4 of his contract, it explains how to do this. DriveNation is considering this a "Case Closed" matter and any further communication would need to be through his finance company. 

   

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was financing a 2017 Kia *** through DriveNation ***. They never explained the issues or anything wrong with the car. I didnt have my car for a week and it was turning off in the middle of traffic and wasnt turning on. It hasnt even been a month since ive got the car from them and the motor already blew. I tried contacting them but they just laughed me off and told me they couldnt fix it and that i have a warranty so i could take it anywhere id like. Which i felt like that was very unprofessional of them.

  

  Business response

  05/09/2023

  To whom in may concern:
  
  ******************* purchased a 2017 ******* on 3-17-23. It was dropped off at the dealership on 4-19-23 and we had no idea why. A family member called in wanting ** to look at it stating it was broke down All vehicles are sold AS-IS Upon further review he had put over **** miles on this car in 1 month. The average miles driven in a calendar year is ****** miles.  This vehicle was not a commercial vehicle nor made to have ****** miles per year put on it. ******************* did purchase an extended service contract and we advised him to take it to a repair facility.They sent a wrecker for the vehicle and we had not heard any more until yesterday when we received a call to come pickup the *** and they no longer wanted the vehicle.I will provide documents where the car was sold As-Is, his extended service contract and the signed from understanding this car was not to be used for commercial services.
  
  
  
  We are considering this a case closed matter.
  
  
  DriveNation ***
  *****************************, President

  Customer response

  05/17/2023

   
  Complaint: 19973986
  
  I am rejecting this response because:This car falls underneath the lemon law. Since the 2nd day Ive had the car its been acting up. First the alarm kept going off and the car kept cutting off. This went on for the first week..then eventually it wouldnt start, upon looking under the hood the battery was tied down with a zip tie. I had to buy a new battery , a new post and wires. Then it started working.. 2 weeks later me and my baby was on i75 and the car shut off on ** in traffic . It wouldnt start, some good Sumatrans helped me push the car off the interstate. Where I called triple A and had them tow it to drive nation. DriveNation offered me an extended warranty which I was paying an extra $20 with every payment for a warranty that was only good for 30 days and only covered up to $100.  Upon calling DriveNation about my car to let them know why I had my car towed to them, they informed me that they dont repair. But you can see that they have stalls at their car lot with people working on cars there. Since I was told that while he was laughing on the phone I called triple A back and had them tow it to *** to see exactly what was wrong with the car. Also theyre stating I put **** miles on the vehicle in 30 days, theres no way the vehicle is strictly for personal use. I only use it for work, to take my baby to daycare and back home. They vehicle was parked most of the time, due to it not starting and other complications. Im a single dad and I put all I had into getting me and my baby a vehicle so we can get to where we need to be safely. Now I have catch rides, ride the city bus, some days my son is missing his appointments and I miss work because i dont have reliable transportation. When the car turned off i75 it couldve ended badly thank god it didnt. All im asking for is the return of all of my money and this vehicle not be put on my credit report. So I can go purchase reliable transportation for me and my baby.
  
  Sincerely,
  
  **************************************

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a 2012 Chevy Cruze from this location, the driver back tire was showing tread, and a few days after I got the car the engine light came on. I was told they only take payment Friday and Saturday. I was a little late on a payment but I was supposed to pay 200 every 2 weeks and that's supposed to be on Friday well they took my car and tried to charge me even after they took it. Then put it on my credit report super fast. They took my car at 2 am on June 17 and tried to charge me 325 for the payment due on the 17th and the 125 I still owed . But they tried Thursday and Friday and still took my car and didn't call and tell me or anything I called earlier on June 16th to see if there was anything we could do because the check engine light was still on after they "fixed" it which was just them telling me this car requires you to keep putting oil in it. So they just put oil into a car they know it should not be leaking from the engine and come to find out that is what it was doing before they even sold it to me. I just want this off my credit so I can move on. Also on June 17 when I was going to pay they told me I also have to pay a 300 towing fee and when I came to get my stuff out the car they said the car was there but I get there and this guy says he has to go get it he literally walks diagonal but across the street where they have a WHOLE lot of cars they have towed and I don't think it was even towed I know someone used another key and picked it up.

  

  Business response

  07/19/2022

  Business Response /* (1000, 5, 2022/07/05) */ Ms. ******* purchased a used vehicle that was sold on 5-4-22. Her loan was financed through Coastal Auto Finance, not DriveNation USA. It appears she was behind on the payments and the car was repossessed. She had a warranty that was on the vehicle that covered mechanical issues of covered items. There is nothing else to discuss with this as in reference to DriveNation USA. DriveNation USA is a car sales company and not a finance company. DriveNation USA does not report credit nor is it on her credit report as an open loan. We are considering this a closed matter. Consumer Response /* (3000, 7, 2022/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes I was behind but it was for only $125 my next due date was that Friday the 17th of June. They had someone use a key and take the car at like 1-2 in the morning. And then tried to charge me $300 for a towing fee. I'm really just confused because when I got the car Brent at the front desk told me that they only accept payment on Friday and Saturday when I told him I got paid on Wednesday. They tried to take money on the 16th and 17th. That is not a repo. 125 dollars because the other 200 was due on the 17th they took my car on some really con artists things. And tried to act like they towed it but right across the street from the business is a lot full of repossessed cars. Business Response /* (4000, 9, 2022/07/13) */ Responding again to this complaint. The customers vehicle is not financed through DriveNation USA. She was behind and was picked up by Coastal Auto Finance, the customers finance company. DriveNation has no further interest in this matter.

*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. ↩