Complaints

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

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  Driver's Village

  5885 East Circle Drive Cicero, NY 13039

• 

  Driver's Village

  5885 East Circle Drive Suite 350 Cicero, NY 13039

• 

  Driver's Village

  5885 East Circle Drive Suite 300 Cicero, NY 13039

• 

  Driver's Village

  5885 East Circle Drive Suite 335 Cicero, NY 13039

• 

  Driver's Village

  5885 East Circle Drive Suite 345 Cicero, NY 13039

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:05/02/2025

  Type:Product 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.

  On April 4/14/25 I gave a $2000.00 deposit to hold a car that I was thinking about buying. The following day I decided that I was not interested in buying the car. I went in person to cancel and ask for a return of my money. After about a week of no response I wrote Peter Knowlton a letter requesting the money. I have had no response and no refund.

  Business Response

  Date: 05/05/2025

  We apologize for the delay in returning the deposit. Our Sales Manager did make attempts to contact the customer, and did submit the refund in April. Our accounting shows the refund was electronically deposited in the customer's account late last week. We will be happy to discuss this or answer any questions that may still exist. 

  Customer Answer

  Date: 05/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Consumer's rep called and indicated that the matter had been satisfactorily handled.
  
  Regards,
  
  ******* *******
  
  
  
  
  

• Initial Complaint

  Date:01/18/2025

  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 am writing this complaint about my vehicle that has been serviced by you guys since I’ve purchased the car from a prior owner starting inthe year of August 2023 to 1210 2024. My car has been in and out for the same reason, an air suspension coolant leak,and oil leak that supposedly was fixed And I still have coolant leaking and I was told now it’s coming from another part and the suspension as of 1/17/ 25 the air suspension light is back on and it was in for that problem four times so I don’t know if my car is getting serviced correctly there’s no reason why I should keep coming back-and-forth every month for the same reason I know that they let the car just sit for a while and then call me saying it’s fixed and it’s not I am very unhappy with the service and something needs to be done I’ve spent a pretty penny with you guys and I feel like I’m being ripped off by not getting my car done right

  Business Response

  Date: 02/05/2025

  We understand the customer's frustration with this repair, and we have made every effort to address it. We have accommodated the customer with loaner vehicles as we have addressed the concern, and have internalized the majority of the cost - over $4200 in cost that we have absorbed instead of passing it on to the customer. We have communicated to the customer that there is an underlying issue causing the recurring suspension repairs. We have notified the customer of repair estimates going forward, and we remain open to working with the customer if desired.

  Customer Answer

  Date: 02/06/2025

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I received your message and I am responding back to the situation that you did not address the issue because the vehicle has been out there four times for the same thing and you still don’t have it fixed now you’re telling me because you didn’t charge me to do that part now you wanna charge me to address the issue and my vehicle is still leaking coolant from a prior job that you just did an oil and both of those issues are still occurring and so is the pulling, and you guys did two higher pressure pumps and the issue still  isn’t resolved I addressed that the car was pulling and it’s still doing  that you quoted how you gave me a loaner vehicle but you had my car for a month and a half on in and this issue still isn’t getting resolved after I’ve done spent a nice amount of money with you guys so I feel like there’s no way I should be paying you to do another job that you claim you did and the problem is still not fixed because now you wanna State it’s something else causing it you should’ve figured that out the second the third and the fourth time that I brought it back  Regards, ****** ******** 

  Business Response

  Date: 02/12/2025

  When our dealership diagnoses and repairs a vehicle, the specific part that is replaced is covered by a Parts Warranty for 12 months/12,000 miles.  In this instance, if we replaced a gasket in the engine because of a coolant leak or oil leak, the gasket we replaced is covered for that time and mileage period.  However, this does not mean every subsequent leak that may occur is going to be covered because at some point a repair was made to the engine.  This vehicle’s coolant leak appears to be coming from the Manifold Absolute Pressure (MAP) controlled thermostat. We have provided an estimate for this repair as this component has never been replaced here.  We have repaired a coolant leak in the engine, but have not replace the MAP controlled thermostat. We have communicated to the customer that, while we have made numerous attempts (and incurred several thousands of dollars in work not charged to the customer) there is an underlying issue causing the multiple failures of the compressor. Any further work that is not under warranty will be at the customer’s expense.

• Initial Complaint

  Date:11/18/2024

  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 towed to Driver Village **** on 9/16 for diagnostic. I was informed of problem with vehicle 2days later. I informed **** I had warranty provided warranty information so they could start claim. On 9/20 I was contacted by repcitionist ( Brittany) asking if they could have permission to break engine down so an adjuster could come see point of failure. An adjuster has been to **** 3 different times to see point of failure and neither time the engine has not be broken down yet. I have called **** 17 times on 9/19 (twice),9/20(twice),9/26 (twice),9/28, 9/30, 10/1, 10/3, 10/9, 10/22, 10/28, 11/5, 11/6, 11/14, 11/16, 11/18, even went out to **** to speak with someone (Kent) on 10/15 and 11/8 everything that he (Kent) said he was going to do has not been down. I was told that they be breaking engine down on 11/8 . Adujster came 11/ 13 and the engine was not broken down. The warranty company has called several times since 11/14 and has not been able to get ahold of anyone. My car has been at **** for 3months has not been worked on at all. This unacceptable!

  Business Response

  Date: 12/11/2024

  We are sorry for the customer's frustration. We continue to work on this vehicle, attempting to overcome the repairs that were done by another shop, and delays and back-and-forth with the warranty company. We recently made some progress and continue to work on the issue. We will work to improve our communication with the customer and apologize for our issues with that. Kent A******, Service Director, is very aware of this issue and will continue to work toward resolution and improved communication. 

• Initial Complaint

  Date:10/25/2024

  Type:Product 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 10/18/2024 I purchased a vehicle from Drivers Village in Cicero and picked up my car around 11:30 afternoon left dealership went home where stayed until next day my son had a football game upon driving my vehicle service engine comes on within a 24 hour period still of having vehicle contacted salesman who made purchase through he replied to turn car off and that the store is closed so nothing can do at time turned back on so light remained on parked car in driveway where it wasn’t driven Sunday and now it’s Monday morning around 730 am proceeded to get son on bus and start my day entered vehicle around 7:50 am got on highway where now the vehicle starts to shake all lights come on flashing and smoke proceeds from the back call salesman again hysterical crying like what is going on he says call *** roadside which did they came hours later but it went well as for communication because I was hysterical and in disbelief so he proceeded to try to get car on flatbed and start when it started to shake and smoke again he said your lucky and to give car back now I’m communicating with salesman after they receive car sorry it was a fluke uncontrollable accident I’m sorry I said I’m not getting back in that car please cancel contract and find something else total opposite they are trying to force me back into a car that was sold to me unsafe and I can’t cancel remind you haven’t had car not even 3 days if not including weekends cause they were closed communication on how to resolve is nowhere they are rude both salesman and his GM scare tactics also I contacted my bank and others on ways to resolve this matter.

  Business Response

  Date: 12/11/2024

  Customer purchased a pre-owned 2022 *** ******* from Burdick *** at Driver’s Village. While we’re sorry for the customer’s mechanical issues, we did walk the customer through the repair process. Repair was quickly completed under warranty. Customer was advised that the vehicle is safe, despite the service issues she experienced. We remain open to helping trade the customer out of her vehicle, unfortunately the customer prematurely and unexpectedly turned in the license plates to the DMV. Despite this, the customer remains the owner of the vehicle. We have advised the customer that once the title arrives from the DMV, we can then begin the process of replacing the vehicle. 

• Initial Complaint

  Date:10/21/2024

  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.

  Bought suv with bent exhaust pipe-d/s and dealer is accusing us of hitting an animal. Stated blood on pipe but its actually grease. Mike a****sales manager was very unprofessional, rude and stormed out of office like a child. They stated damage under car to pipe but see no signs of any damage and could not provide proof.. I advised its grease and i kid you not justin said "maybe there was grease in the animal"!!! i couldn't make this up if i tried. They wanna charge me 3000 dollars for something they missed during the PDI process!

  Business Response

  Date: 12/11/2024

  We did offer a goodwill service to straighten out the part, customer declined. We apologize for any communication issues as we were not able to come to an agreement on this issue. 

• Initial Complaint

  Date:09/05/2024

  Type:Product 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 went to the Mazda dealership on August 17th and put a deposit on a CX-30 (used). I came back on the following monday, August 19th, and was told I wouldn’t be able to take the car home with me that day. On August 20th I messaged the sales representative (Preston) that I would no longer be going ahead with the purchase and how I would go about getting the deposit back. He then told me that he would process it. On August 23rd I messaged Preston again asking when I would receive the refund and he then told me 5-7 business days. It has now been 13 business days and I have yet to get my deposit back. On August 31st I messaged Preston asking about the refund and he said it was pending on his side. It has been 5 days and I don’t have the refund pending in my account.

  Business Response

  Date: 09/06/2024

  We are sorry for the delay in the reimbursement, but want to assure you this was escalated today and the $500 refund was issued back to your credit card at 12:36pm today. Please contact us if you have any more questions, and we will address our internal communications so as to improve in the future.

  Customer Answer

  Date: 09/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *******
  
  
  
  
  

• Initial Complaint

  Date:08/09/2024

  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.

  Brought my ***** truck in to have them look at the breaks 3 weeks ago. They told me it would cost 1200.00 to fix the breaks so I decided to have my dad to the breaks for cheaper. Paid 40.00 for a diagnoses fee. This past Sunday I met my dad and he noticed one of the lug nuts on the passenger side rear wheel was sticking out some. As he got the lug nut off he noticed the lug nut and the lug screw were stripped. It took me 2 hrs to get the right part to change the breaks. I called drivers village and they told me because I don't have a picture of the lug nut sticking out they cannot do anything for me as they cannot prove it was them as there was no documentation on their end.

  Business Response

  Date: 08/15/2024

  We’re sorry your experience was unsatisfactory. In the interest of goodwill, ******* ********* will refund your $40 in hopes we may regain your business in the future.

  Customer Answer

  Date: 08/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  ******* ********
  
  
  
  
  

• Initial Complaint

  Date:08/06/2024

  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.

  I brought my vehicle into Driver's village after waiting over 2 weeks for an appointment, My regular mechanic said my struts were blown out and leaking when I mentioned it is riding rather hard. Appointment day came so I dropped my vehicle off first thing in the morning. By lunch i still had no contact. I called them. I was advised that they could not find any issue with my truck. I insisted they drive it and listen to the passenger side thumping when you hit an uneven road or bump which they defintiely have within their parking lot. By 2:30 pm I was told that the mechanic cannot hear any noise and they will do me a favor by only charging me $100 approx. labor to do absolutely nothing. I unhappily paid. I scheduled an appointment at another dealership and when the time came to drop off my car, everything was covered by my GMC certified used warranty. Front passenger strut was replaced along with back hatch struts. My fiancée insists I go to the Driver's Village dealership and demand a refund for their nonsense and trying to "get one over on a customer." I have purchased cars from them (first in 2009). I have used their service center over the years with various vehicles. I am unsure what is happening with the service department, but I did not appreciate the disrespectful attitude that Bob Diruzzo gave me while insisting I don't know what's wrong with my vehicle because they could not locate any issue. Never again DV. You have lost a customer with your shady practices.

  Business Response

  Date: 08/15/2024

  We apologize for the wait to secure the appointment and communication issues, many of our service departments are overbooked due to staffing shortages. We do attempt to get customers in as quickly as possible. In regards to the diagnostic fee, this a fee that is disclosed prior to all repairs, as our technicians will take time to diagnose the issues, even if we are unable to duplicate the concern. We’re sorry your perception of this is “shady,” it is simply the cost of doing business. In the interest of goodwill, ******* ********* will refund your $100 in hopes we may regain your business in the future. 

  Customer Answer

  Date: 08/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.

  Please advise when and how I will see the refund they have offered.

  
  Regards,
  
  ******** *******
  
  
  
  

  
  

• Initial Complaint

  Date:06/25/2024

  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’ve had a warranty claim for corrosion on the hood of my car for the past 2 years with no follow up from the **** service department. Any time I’ve contacted them they tell me they are waiting on the manufacture for approval. I contacted the manufacture and they told me that drivers village is not waiting on anything from them and they need to schedule the repair. I keep trying to call them with no response and I continue to leave messages. I want my hood repaired or replaced under the warranty like it should have been 2 years ago.

  Business Response

  Date: 07/24/2024

  We have looked into this and have no record of a Repair Order for this customer or vehicle. Vehicle was not purchased here, and we are unaware of any warranty repair that we are responsible for. Customer is welcome to call Matt B**** Service Director, at ###-###-#### to discuss further.

  Customer Answer

  Date: 07/25/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. that’s it not true AT ALL! Every time I have called, they’ve been able to look me up by my phone number and have transferred me to someone named James who I have left several messages for and every time I get ahold of somebody else they tell me that they’re waiting on the manufacturer to approve the claim. I also met somebody who works in that department, and they laughed when I told them my issues and said “ You’re never gonna hear back from them and they will never fix the issue”  Regards, ****** *****

  Business Response

  Date: 07/31/2024

  We have looked into this and have no record of a Repair Order for this customer or vehicle. Vehicle was not purchased here, and we are unaware of any warranty repair that we are responsible for. Customer is welcome to call Matt Bell, Service Director, at ###-###-#### to discuss further.

  Customer Answer

  Date: 08/06/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. i was told by drivers village 2 years ago that it didn’t matter because it was warranted by **** and that they would call me within 6 months to schedule my repair. Since then I have been calling regularly and being told they are still waiting on approval from the manufacture. Why would I continue to wait and call if I was told any different? All you’ve done is waste my time and let me car get worse. ] Regards, ****** *****

• Initial Complaint

  Date:06/02/2024

  Type:Product 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 gave Drivers Village a $500 deposit on a vehicle with my bank debit card which was taken out of my bank account immediately. I requested a refund because the car I was purchasing could not be insured by my insurance co. I was told by Drivers Village it will take 10 to 14 “business days” to cut me a check. This money was taken on a debit card, same as cash, and DV has no reason or right to deny me an instant refund the same way they took my money. INSTANTLY!

  Business Response

  Date: 06/04/2024

  We understand your frustration, and we have every intention of refunding the money as quickly as possible. The financial institutions take some time to credit back electronic transactions of this nature. We will monitor the refund and ensure it is done as expeditiously as possible. Please contact the store manager where you performed this transaction if you have further questions.

  Customer Answer

  Date: 06/05/2024

  DV states it is the financial institution taking their time. This is not correct, we all use bank debit cards and when a debit card is used the money is available to the merchant asap and the merchant has the money in their bank account and it is DV that said it would take THEM 10-14 BUSINESS DAYS to cut me a check for my deposit. This has nothing to do with any financial institution. My next step it show my complaint on ********.