ComplaintsforDriveway.com

• Initial Complaint

  08/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle with driveway on 8/3/24, I was advised I needed to get my own inspection completed which I did and mailed the inspection report to driveway, I have reached out several times regarding my temp tag expiring on 9/1/24. As of today 8/31/24 I was advised by ********* at driveway I need to purchase a new temp tag as they will not be issuing a new one and in order to do so I need to have another inspection done on my car. I am now lead to believe they have not filed for the registration of my vehicle and would like to have this issue resolved.

  Business response

  09/04/2024

  9/4/2024
  
  Re: *************************** inquiry
  
  To whom it may concern,
  
  We are in receipt of your letter, in which you relay the concerns of the consumer regarding their vehicle's Registration.  Please be assured that we take the concerns of our customers very seriously. On our website, we have listed the average processing times for DMV work by state. For *****, this ranges from 2-16 weeks from delivery due to fluctuations from County to County. However, Based on our notes, the plates and registration were sent to the customer on 9/3 via *** ****************** which shows as delivered this morning at 11:40 AM. If there are any remaining concerns, we ask the customer to reach us at *****************************************************************.   
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

• Initial Complaint

  08/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This was my first time purchasing a vehicle online & my first time ever leaving a review for anyone. I was first contacted by driveway on July 26th 2024. The communication throughout the purchase was great. I was specifically told by the first ***** who reached out to me to "for them to hold the vehicle I would need to pay a 500$ deposit but upon delivery of the vehicle i would get it refunded" but I wasn't worried about it being held because I knew I could find another one if it sold. So I didn't pay at first. I continued to do the other steps that they required. During that time 6 more *****s reached out to me. once the check was mailed & I sent them my approval letter, at that point there was clearly no reason for this said "deposit" because I showed them I was approved. But then one of the managers I spoke to said "no I still have to pay a deposit because it was policy but i would get it back upon delivery" which made no sense since it was only to secure the vehicle. But I sent the deposit because it was the last thing they said was needed. The jeep was delivered on 08/19. I tried calling everyone i spoke to during the process no one would answer. I finnally got in touch with a manager who told me i wouldnt be getting a refund, after i was told by the ***** & other manager that I was. The next day the first ***** I spoke with said "he spoke with his *********** would get it in 2-3 days". So on 08/23 I called & no 1 was answering until I called in as a New customer. I explained the situation & the ***** said "I see the refund has been processed but it can take up to 5 days" so yesterday when I called I spoke to a different ************ said I wasn't getting a refund & blamed me for the misunderstanding. They recorded all there phone calls so there's proof. But still he refused to make it right by giving me the refund I had been expecting. communication became terrible the only way I could get a answered call after the delivery was by calling in as a New customer

  Business response

  09/04/2024

  9/4/2024
  
  Re: ******************* inquiry
  
  To whom it may concern,
  
  We are in receipt of your letter, in which you relay the concerns of the consumer regarding their $500 deposit.  Please be assured that we take the concerns of our customers very seriously.  To address the entirety of the complaint we would point to our *** page regarding the $500 Deposit and the timeframes for refunds. In the *** it states:

  Does Driveway require a deposit to purchase a vehicle?
  Yes, Driveway requires a $500 deposit to secure a vehicle. The deposit applies toward the purchase price and can be paid by credit card. You'll be refunded* if your order is canceled or if you're approved for a loan requiring $0 down.
  In the case of a $0-down loan, Driveway will refund the $500 to the credit card originally used once that loan is finalized and the 7-day return period has expired.

  In this specific case a buyers order was generated that the customer took to their bank showing that the $500 deposit was applied to the deal and thus lowered the amount of check cut by the bank. Due to this we are unable to return these funds.

  We will be reviewing all communications and conducting any agent coaching's on this matter to ensure our communication channels are clear internally and externally. IF there are any other concerns from the customer, we encourage them to reach us at ***************************************
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

• Initial Complaint

  08/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle on 02July2024. I still have not received registration and am left with a car I cant get plates for. I have called and spoken with Driveway numerous times. I was told a supervisor would call me and that the situation was escalated 3 weeks ago. Never once received a phone call. They put me in a rental car and then called me at 5.30pm and told me they will not be extending my rental because I should have plates next week. Meaning I would need to turn my rental car in the next morning. I was initially told I would have plates the first week of August. I even called this week multiple times to let them know they needed to extend the rental and was told I would receive a call back which never happened. The supervisor *** is reportedly the one who decided to deny my rental extension on Friday evening. The same supervisor who has been unable to call me for three weeks!

  Business response

  08/28/2024

  8/28/2024
  
  Re: ************************* inquiry
  
  To whom it may concern,
  
  We are in receipt of your letter, in which you relay the concerns of the consumer regarding their vehicles registration.  Please be assured that we take the concerns of our customers very seriously. At this time we have agreed to extend the rental through the end of this current week as we have been given an ETA on registration to be completed within that time frame. The customer spoke with a Senior Manager and agreed to the resolution. We will continue to be available to the customer should there be any additional concerns. 
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  spent weeks trying to get my registration transferred sending them documents countless times and calling, email and texting. Not once was I told of any issue so I paid to renew my tags at local DMV only to find out month and half later Driveway never transferred tags and got new ones because my husband was on registration of my old vehicle (which Driveway knew) because they had paper work and he signed off on title of my old vehicle. So I paid for 2 plates and now driveway refuses to refund me.

  Business response

  08/22/2024

  8/22/2024
  
  Re: *************************** inquiry
  
  To whom it may concern,
  
  We are in receipt of your letter, in which you relay the concerns of the consumer regarding their vehicles registration and not being able to transfer the plates.  Please be assured that we take the concerns of our customers very seriously. We have discussed this with the customer and advised that we were unable to use the previous registration due to the fact that her and her husband were listed on that vehicle and only she was listed on the new vehicle. When we asked if she would like to have her husband added to the deal, she told us no. Therefore, we had to continue registration in just her name which resulted in new plates and registration being issued. There was now plate fee charge so there is no money to refund. If there are any additional concerns we encourage the customer to reach out to us directly at ***************************************.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

  Customer response

  08/22/2024

   
  Complaint: 22174713
  
  I am rejecting this response because:
  
  Company never reached out to me. In fact I had to contact them when the plate came in the mail. They never discussed adding husband to until after they made decision to get plate. I renewed my registration with county after the multiple assurances that my tags would be transferred and after sending Driveway all of the information for old registration and they failed on many levels so I want the money I paid to renew my tags refunded since I never would have paid 130 dollars to keep my specialized tags if Driveway had not assured me on multiple occasions that the tags would be transferred 
  Sincerely,
  
  ***************************

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2021 corolla about a month ago. It was first advertised as having no damage. After making deposit, we were sent pictures of the front panel sticking out. We asked them about this and they said they would pop it back in. Car was delivered and the entire front bumper is damaged as is the grill, and fender liner. Theres no way to pop it back in. It HAS to be replaced as the actual bumper has broken clips. We have reached out multiple times to DRIVEWAY.COM with dismal results. The agent working with us (Zaka) is extremely unprofessional. We have tried to escalate it to higher management just to be told we are in the queue to be called. This has gone on for weeks now. The quote to fix the misrepresented damage is 1550. We want to be reimbursed so we can get this car fixed.

  Business response

  08/02/2024

  8/2/2024
  
  Re: *********************** inquiry
  
  To whom it may concern,
  
  We are in receipt of your letter, in which you relay the concerns of the consumer regarding their vehicle's condition.  Please be assured that we take the concerns of our customers very seriously. At this time we have reviewed and agreed to cover the quoted repairs. As such, we will reach out to the consumer directly to address and resolve their concern. 
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

• Initial Complaint

  06/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Driveway.com received a Loan amount of $9,891.99 from USAA. The vehicle purchase was canceled by customer. June ***************************** refunded downpaymentbut has still failed to refund the loan amount back to the provider. The loan amount is accruing interest every day that refund is not paid back.Customer has asked multiple times for the refund to be completed. Driveway is delaying the refund process.

  Business response

  07/08/2024

  7/8/2024
  
  Re: ******************** inquiry
  
  To whom it may concern,
  
  We are in receipt of your letter, in which you relay the concerns of the consumer regarding their payoff with USAA.  Please be assured that we take the concerns of our customers very seriously. At the time of the original concern, our check cutting abilities were down due to the Well known CDK Outage. Fortunately with the system back up we were able to cut a check with the updated payoff amount on 7/2/2024 and sent it via ***** ************ which was delivered on 7/5/2024. Our team will keep monitoring this situation until it is resolved. If there are any additional concerns, we ask that the customer reach back out to us at *************************************** or ************.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

  Customer response

  07/08/2024

   
  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. However, the *** outage didn't stop Driveway from sending my personal refund from being sent. The Loan amount could have been sent out at the same time. The issue is almost resolved which is why I'm no longer actively pursuing driveway resolution. The company, however, drug their feet and made it painfully difficult to receive all refunds. This issue started well before my BBB complaint. Thank you BBB for taking action and lighting a fire under this company's you know what
  
  Sincerely,
  
  ********************

• Initial Complaint

  05/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed the bill of sale to sell my car on April 24th, 2024. I was told not to drive the car and they will have someone contact me about picking up the car. I was not told up-front that they had no dealership in the area to pick up the car, In the meantime, I had no vehicle and still paying insurance and car payments. After calling several times telling them that I needed a vehicle and they were staling, I received a call on Friday, May 3rd that they wanted to pick up my car the next day, which was a Saturday. I had plans with out of town company. I cancelled and my husband went with them and I stayed home to meet the person. The driver came and was very professional. He left with my vehicle on May 4th. I was told the *** to pay off my car would be sent on Saturday. I called on Thursday, May 9th and was told the *** goes out after 3 days. The receipt was dated the 6th and indicated funds would be processed in the 9th. The funds were received and processed by my lien holder on May 10th.My car payment was made on May 1st. On May 1st, Driveway had no idea when my car would be picked up. I have auto pay. I was told the exact amount on the bill of sale would be sent to my lien holder and any overage would be refunded by lien holder, which is *****. Driveway updated the pay-off and sent my lender the lower amount, reducing the pay-off by my recent payment. A difference of $1,007.03. They kept the $1,007.93 and now they are telling me that I will not get that money from them for 4 weeks, after the title is cleared. I asked, why cant I get my money. Its policy, was the response. Keep in mind, had they given me advance notice of a pickup time, I could have stopped the payment. It is not logical to me that, had I not made my payment, they would not have funds to hold hostage. However, because I made my payment and they did not remit the full funds they collected as pay-off to my lien-holder, I am now waiting at minimum 4 more weeks to buy a car. I trusted they would send the full amount on the bill of sale to my lender and I would be refunded by the lien-holder. I trust ***** and was not concerned about the payment. They refunded me a small amount of $100 overpayment on May 13th. That is the same date I would have received the $1,007.03 had Driveway, sent the full amount they collected for payoff. They should not be able to hold my funds for 4 weeks. They never indicated a fully consummated sale could *********** weeks.

  Business response

  05/28/2024

  5/28/2024
  
  Re: *************************** inquiry
  
  To whom it may concern,
  
  We are in receipt of your letter, in which you relay the concerns of the consumer regarding their experience selling their vehicle to Driveway.  Please be assured that we take the concerns of our customers very seriously. At this time all payments have been made to the customer via check. This check was sent via UPS: 1ZY308V11398607146. Per the Bill of sale agreements, which are attached to thus response, all necessary disclosures were made including that a refund check would be issued upon receiving the title from the lienholder. While we understand that this can cause delays, the most typical timeframe to receive a title from the lienholder is 2-4 weeks. We are constantly working to ensure the most positive customer experience where we can. Our team is currently looking into the Pickup timeline. This lies with our third party transport vendor who assigns these orders for pickups. If the customer has not yet received their payment we encourage them to reach out to us at *************************************** for prompt support.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a car from H3236**35363134**36H. We had an agreement of my putting 1k down. They required a 500 deposit on this 1k down. They changed it to ******* for the down payment. I received the car and one tire was flat. After that the check engine light came on. the dealer said they checked the car and there would be no problem. I took the car to ******** and they told me that I needed to get a diagnostic. The car started going in reverse when I tried to drive it. H3236**35363134**36H told me they would not pay for the diagnostic. They have a seven day return policy. I wanted to return it after 2 days and they did not want to take it. They kept ****** for a shipping price that I don&#**;t think I should pay..

  Business response

  05/08/2024

  5/8/2024
  
  Re: ************************* inquiry
  
  To whom it may concern,
  
  We are in receipt of your letter, in which you relay the concerns of the consumer regarding their vehicle's delivery fee and the request for reimbursement.  Please be assured that we take the concerns of our customers very seriously. Unfortunately we are unable to return the shipping fee as per the 7-day Money Back Guarantee that was signed and executed. I have attached a blank version of the agreement for visibility. Within the document it states: Driveway agrees to refund all monies associated with purchase of the vehicle less any delivery fees We did reach out to the customer to address this and ensure that any other charges made during the 7-days, like a diagnostic fee, was reimbursed. The customer advised that they did not make any payment to diagnose the vehicle as they had received communication that we would not reimburse. If there are any additional concerns our team will remain available to discuss accordingly.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a 2018 ram 2500 diesel through Driveway Auto Sales, Dealer was *************************** ********************************************************. Spoke with Sales manager (***************) & asked if i could get a video of truck running (replied, Ok)He told me that the exhaust had been replaced and that's it. Truck finally was delivered, I noticed issues right away and took to local shop for a diagnostic scan and inspection,Results, Transmission code (slipping) cracked windshield, Damaged to pass. front fender headlight and bumper, Wire harness connectors cut off (exhaust system) & hazardous steering Issues.At NO point did he disclose any of issues described above. Driveway Auto reached out to Dealer and they responded that Dealer told me everything (dealer did not). And i have a video from *************** with truck running and he only mentioned the exhaust being replaced. I want ********************* to pay me back for the repairs needed to fix this truck!

  Business response

  04/11/2024

  4/11/2024
  
  Re: *************************** inquiry
  
  To whom it may concern,
  
  We are in receipt of your letter, in which you relay the concerns of the consumer regarding their vehicle's condition.  Please be assured that we take the concerns of our customers very seriously. We have been working with ********************** for some time to try to find a resolution. On 4/2 we notified ********************** that if he was unhappy with the purchase he could exercise his 7-day Money Back Guarantee and would only be responsible for the shipping costs. The customer proceeded to communicate back to us on 4/3 that they did not want us to reach out to them again, effectively ending any ability to find a resolution. Our team will remain available to discuss this matter with ********************** if he so chooses, but given the mileage added to the vehicle, time passed since the transaction, and no warranty being purchased, we may not be able to assist to the full extent that the customer wishes, however we would be willing to address specific items. 
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

• Initial Complaint

  03/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  RE: VIN: ***************** On February 22, 2024, Driveway sold me a 2018 ****** RAV4 SE to be delivered with a **** Blue Five Point inspection and CarFax that stated no damage and passed inspection. All cosmetic scratches were sent to me via text and they claimed no damage. Upon receipt of the vehicle rust was noticed on the wheels and upon inspection by ************* Repair - Address: **************************************************************************************************** Phone: ************** (ask for ****), the vehicle was rusted through under the carriage and all the way up to the mechanic of the hatch back that lifted up to reveal deep rust proving submersion and deterioration from sitting in water. The card had obviously been flooded. I have pictures and written testament from the mechanic. This damage was so obvious from the wheels and underneath it was heartbreaking to be scammed this badly. I returned the car and am asking Driveway for the delivery fee to be refunded to me which they are holding stating that despite seeing the severe damage in pictures that because the Carfax and **** Blue inspection did not mention rust they did not owe me a refund. I am prepared to file a suit in court but wanted to try to resolve this through the BBB if at all possible. I spoke with ****** at Driveway phone number ************. He denied my refund and I feel this was totally a scam. I have pictures to prove damage but this site is not letting me upload them.

  Business response

  04/11/2024

  4/11/2024
  
  Re: ***************************** inquiry
  
  To whom it may concern,
  
  We are in receipt of your letter, in which you relay the concerns of the consumer regarding the return of their vehicle purchased through Driveway.com.  Please be assured that we take the concerns of our customers very seriously. At this time we are unable to refund the $620 Shipping as this was agreed to by the customer when signing their ***** Money Back Guarantee. Part of the guarantee (attached) acknowledges that "...if you exercise your Guarantee, Driveway agrees to refund all monies associated with purchase of the vehicle less any delivery fees..." We understand that the overall experience was not up to the customers likings, but our position stands fast with the agreement signed by the customer. Our team will be available to discuss this directly with the customer should they choose.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

  Customer response

  04/19/2024

  Hello

  I need to request to reopen my complaint with Driveway. I have included pics of the undisclosed major rust damage to the vehicle that was sent to me. I am not accepting their response and am investing in legal representation for fraud. I had a licensed mechanic verify flood damage and major rust. I am requesting the return of the $600 delivery fee. 

  Customer response

  04/26/2024

  I received the refund everything but the delivery fee. I should not be screwed out of $600 for a rusted out water damaged vehicle that was not disclosed to me

*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. ↩