ComplaintsforDriveway.com

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently sold my 2015 ***** civic to driveway.com which for the most part was pretty straightforward and easy. I was told that once my car was picked up by their driver I would receive payment immediately but was later told they were having problems with their electronic payment system so I would have to be overnighted a check as soon as I sent them a picture of the vehicle being loaded onto their drivers ******** car was picked up by their driver on 10/8/24 and I was told a check would be overnighted to me and I would receive it the next day on 10/9/24. Its now 10/11/24 and the tracking number they provided still shows the check has not been shipped. I spoke to driveway on and off all day yesterday and finally they said they werent sure where the check or envelope is. Later that evening I got a text from driveway saying they had found the check and it was being mailed out on 10/10/24. Its now 10/11/24 and the tracking still has not updated.Driveway.com agreed to pay me next day for my vehicle and has failed to uphold their end of our buyer/seller contract. My car is gone and I havent been paid and they just keep stalling and promising the check is being mailed but never actually do it.

  Customer response

  10/11/2024

   
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  10/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a car online through driveway and they have not fulfilled their end of the agreement. I purchased the car on September 16th and have not received delivery and they have not kept me updated. Every time I speak with some one i get a different answer as to what is taking so long. I have been lied to multiple times and they still cannot tell me when my vehicle will be delivered

  Business response

  10/04/2024

  10/4/2024
  
  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 delivery.  Please be assured that we take the concerns of our customers very seriously. We were informed by the customer this morning  that the vehicle was delivered last night. Our Care team will remain available should the customer need any additional assistance. 
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

  Customer response

  10/04/2024

   
  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.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  09/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Received an approval through driveway.com for a black 2019 *********************. ****** ****** was the woman I spoke with from driveway stated I was approved did not need a trade in. Then after I signed the loan term document. They said the vehicle was sold. Then she continued to have me fill out credit applications for other suvs. Then stated I needed a trade in for all the other ones. I had filled out credit apps for. I would like to come in and talk to someone at the ****************************** location, because I would like to show someone the text message correspondence. I have with the ****** ****** woman.

  Business response

  09/24/2024

  9/24/2024
  
  Re: ******** Nye inquiry
  
  To whom it may concern,
  
  We are in receipt of your letter, in which you relay the concerns of the consumer regarding the vehicle availability on Driveway.com.  Please be assured that we take the concerns of our customers very seriously. As is noted in our FAQ page: We strive to keep our inventory up to date, but because Driveway operates on a first-come, first-served basis, we cannot guarantee availability of any particular vehicle until a purchase is finalized. If the vehicle of your choice becomes unavailable, our expert Driveway *********** agents will be happy to assist you in finding other similar vehicles to meet your needs. However, the terms of the transaction may differ due to price, add-ons, and lender requirements.  As such, our team will remain available to the customer to address these concerns and hopefully find a vehicle and terms that are agreeable by the customer. If there are any additional concerns we encourage the customer to reach us at ************************************************************ 
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Started looking for a vehicle online in July 2024. Saw a vehicle I liked, filled out the paperwork and paid the deposit. Heard nothing more from the company. I called a few times only to be transferred and transferred and no real answer. Finally got ahold of a good employee and they informed me the vehicle was already sold. They sold me a vehicle that was already sold! I then asked for a refund and they told me that I could not get a refund that they would HAVE to charge me for shipping! Like what you sold the car to someone else that isnt my issue thats a violation of the contract we both signed. At this point Im over driveway and just looked for another vehicle with them thinking it would be better. Found another vehicle the end of that week. Filled out the paperwork and waited, received email and text stating that only one more thing have to be finished to get delivery. Still nothing. Driveway is wanting $500 more so that was paid and receipt was shown for funds sent. 5 days later they say they didnt receive it. The vehicle was picked up from the dealership and I have no clue where its at. Today I got a statement from the lender with my first payment coming up. Like what I havent even got the car, driveway wont give it to me and I own it already. The bank says that driveway should have given me possession already. Driveway got the title paperwork wrong 3x which had to be resent and re notarized at my expense THREE TIMES. Its been almost a month now and I still dont have my vehicle which I was charged $1200 for shipping. Total of $20900 and I dont know where the vehicle is and if I will ever get it because all driveway says is were waiting on one more item which was finished 2 weeks ago. DONT WASTE YOUR MONEY

  Business response

  09/16/2024

  9/16/2024
  
  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 purchase.  Please be assured that we take the concerns of our customers very seriously. Our team has been working diligently with Mr. ***** regarding the transaction. The delay in delivery was due to how the remainder of down payment funds was made. We have been able to address this issue directly with the customer. We will continue to communicate directly with the customer to address any other concerns if they arise. 
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

• 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,
  
  ********************

*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. ↩