Complaints

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

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  RightDrive

  6930 Alameda Ave El Paso, TX 79915-3402

  
• 

  RightDrive

  9315 Montana Ave El Paso, TX 79925-1317

  
• 

  RightDrive

  7348 Alameda Ave El Paso, TX 79915-3644

  
• 

  RightDrive

  1791 N Lee Trevino Dr El Paso, TX 79936-4523

  

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:03/24/2025

  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.

  BOUGHT THE VEHICLE ON FEBURARY 3RD, 2025 WITH ********************************************************** THE VEHICLE, IT THEN WOULD ASK ME TO PUT IT IN PARK (KEEP IN MIND WHILE DRIVING) AND THEN COMPLETLY SHUT OFF, CALLED MY SALES GUY ON 2/22/25 REPORTING THE PROBLEM AND DIDN'T HELP, ONLY SENT NUMBER OF A TOW AND WAS TOLD IF THERE IS NOT CHECK ENGINE LIGHT, IT WAS FINE. GOT HOME THE CAR WAS LEAKING FLUID!! OPEN THE **** MY COOLENT RESEIVOR HAD A LEAK. HAD TO REPAIR OUT OF MY POCKET BECAUSE THE WARRANTY WE GOT THROUGH THE DEALERSHIP LITTERALY DOES NOT COVER ANYTHING!! THIS PROBLEM HAPPENED AGAIN ON 3/13/25 BUT THIS TIME ON 3/18/25 MY GAS WAS LEAKING ALL OVER MY ENGINE AND ALL ON THE ******* (HUGE SAFETY PROBLEM) HAD IT TOWED TO DEALERSHIP, THEY CALLED THE WARRANTY AGAIN I BOUGHT THROUGH THE DEALERSHIP AND AGAIN THEY ARE NOT COVERING FOR THE DAMAGES THAT ARE OVER 1500 IN REPAIRS!!. CALLED RIGHT DRIVE SO UN PROFESSIONAL, SAY THAT A TECHNICAN HAS CHECKED IT BEFORE LEAVING THE *** BUT OBVIOUSLY DIDNT BECAUSE THEY WOULD'VE CAUGHT THE ISSUE ON THE GAS LINE!! AND NOT WILLING TO HELP WITH ANYTHING (KEEP IN MIND I HAVENT HAD THIS CAR A WHILE AND JUST MADE MY FIRST PAYMENT 3/9/25)

  

  Business Response

  Date: 03/28/2025

  We appreciate the opportunity to respond to Ms. ********** concerns and are disappointed that she is experiencing frustration with her vehicle. At RightDrive, we care about our customers and do our best to be transparent about the condition and coverage of every vehicle we sell.
  Ms. ********** purchased her vehicle on February 3, 2025. As with all of our retail sales, she signed documentation acknowledging that the vehicle was purchased AS-IS without a dealership warranty. In her case, she also elected to purchase a third-party ********************************* which is a separate product administered by an outside company. This coverage is offered to provide customers with additional peace of mind for major mechanical failures, such as those involving the engine, transmission, or differential.
  It is important to clarify that an *** does not cover every mechanical issue, and certain repairsincluding maintenance-related issues or items not listed in the agreementmay not be eligible for reimbursement. As we explained to Ms. *********** RightDrive is not the administrator of the service agreement and cannot make coverage determinations. We strongly encouraged her to file a claim with the warranty provider prior to paying for repairs out of pocket, as the provider may have reimbursed her directly had the repair been approved under the terms of the policy.
  Our records show that the vehicle passed a basic inspection before delivery and that we offered all standard disclosures. Unfortunately, there is no way to guarantee the future condition of a used vehicle, which is why the AS-IS designation is crucial. This is also why we offer optional extended coverageso that customers have added protection beyond the point of sale.
  At this time, RightDrive is not responsible for reimbursing repairs completed outside of the warranty process. However, we are happy to provide Ms. ********** with any documentation she needs to assist with her claim or submission for reimbursement through the third-party *** company.
  We sincerely hope that the warranty provider is able to assist her further, and we remain available to support her should she need additional copies of her paperwork related to this coverage. 
  Sincerely,
  RightDrive Management Team

• Initial Complaint

  Date:09/11/2024

  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 signed the paperwork for the vehicle on 5/31/24. I mentioned that the check engine light was on the salesman said it was only a sensor that they already had the part to ***lace and that the Jeep would be cleared by the time I leave. It was. On 6/5/24 I mentioned to the salesman the vehicle was driving really hot. Coolant temperature was 248 degrees (over heating temp says anything above 250 is over heating) not quite over heating yet, I asked to have the service department look at it. He said it wasnt over heating yet. I advised I would check the coolant level and to my surprise the coolant reservoir was bone dry and the coolant in the radiator was low. So I added coolant but it still would get really hot in less than 20 minutes of driving. A could weeks go buy and still having the issue. I talk with the sales *** and he says they cant do anything about it since its been past the first 7 days but I had let him know about the issue with in 5 days. Ive contacted head quarters and non of the managers return my call. Ive been calling daily with promises from the receptionists they would call me back and no one ever does. Ive left messages about my vehicle im not able to drive a quick 9 minutes to my job without it getting to the 250 degrees mark. I havent even made my first payment and now Im having to pay for ***airs.

  

  Business Response

  Date: 09/12/2024

  RightDrive take all customer concerns seriously and have already responded to *** ******* and his family multiple times through various review platforms regarding this issue. We have also attached verification that *** ******* declined the option to protect his vehicle with an extended service contract, a decision that many of our customers choose to make for added peace of mind. Also attached are two negative reviews *** ******* or family left on ****** regarding this issue and we've responded accordingly.
  To clarify, when *** ******* took delivery of the vehicle, there was no check engine light on, and the vehicle was in proper working order. When he returned with overheating concerns, he openly mentioned that he had taken the Jeep off-roading. Upon inspection, our team found clear signs of off-road use, including dirt and mud caked onto the vehicle. This type of driving places significant strain on the vehicle, and in this case, it likely contributed to the overheating issue.
  We have made every effort to address *** ********* concerns, both in person and through our responses to his and his familys multiple negative reviews online. In each case, weve provided the same information regarding the vehicles condition, the impact of off-roading, and the fact that *** ******* did not elect to protect himself with an extended service contract, as many of our customers do.
  Given the nature of the vehicle's use after purchase, and since *** ******* did not choose to protect himself with extended coverage, we are limited in the support we can offer for repairs. However, we would be happy to assist *** ******* in trading in his current vehicle for another option in our inventory. If this is something he would like to consider, we encourage him to reach out to our customer service specialist at ************ to schedule an appointment and discuss the trade-in process. Please note that the vehicle's current condition will be factored into its assessed value.
  Thank you

  Customer Answer

  Date: 09/15/2024

  I submitted the contract showing the date of purchase and also the conversation with the sales man via text messages with 7 days of purchasing the vehicle. In the text message I submitted he clearly said had the issue with the Jeep happened within 7 days they could have helped which it was but they refused to help.

  Customer Answer

  Date: 09/23/2024

  I still havent Heard anything from the company. 

  Customer Answer

  Date: 09/23/2024

  I have included, text messages showing I reached out to the company with in the 7 days of the issue happening to the vehicle. I even tried adding coolant to the vehicle myself but the issue continued. They stated had I reported the problem within 7 days of leaving the dealership they could have done something about it. My text message shows it was within 5 days and states the issue started the day I drove off the lot. The contract I attached shows the purchase date so it proves the complaint was within 7 days of purchase. 

  Customer Answer

  Date: 09/23/2024

  The dealership also claims I declined the warranty but one was not offered and **** the Manager stated to my wife and I that they didnt offer the warranty because they were trying to keep the price low. The main issue is that they stated IF it happens within 7 days they can fix the issue. Which they denied because they said I broke the Jeep because its an off-road vehicle. I took the Jeep to ******** **** they had their mechanics look at it replace thermostat, replace water pump, the radiator and all hoses along with coolant, they determined the problem was the engine not anything done by off-roading. 

  

  Business Response

  Date: 10/03/2024

  Dear Better Business Bureau
  We appreciate the opportunity to address Mr. ********* concerns and would like to confirm that we have made every reasonable effort to resolve this matter. As previously stated in our response, Mr. ******* declined to purchase an extended service contract at the time of sale, which was documented and signed by the customer. We attached this document for verification on our previous response.
  In addition, Mr. ********* claim that our dealership offers a 7-day warranty is incorrect. Under Texas law, used vehicles are sold "as is" unless the customer elects to purchase additional coverage, such as a service contract. We periodically assist customers with minor issues after the sale as a goodwill gesture, but this courtesy does not extend to situations where the customer is responsible for the damage. In this case, Mr. ******* openly admitted to taking the vehicle off-roading shortly after purchase, which was a significant contributing factor to the issues he experienced.
  While we have already resolved this matter to the best of our ability, we want to reiterate that our dealership acted in good faith throughout the process, and we are pleased that the BBB has closed this case as satisfactory.
  Please let us know if further documentation or information is required.
  Thank you for your assistance.

  Customer Answer

  Date: 10/04/2024

  That statement from Right Drive was incorrect. The Manager **** from the *** ******* Branch clearly told my wife and I when they said I declined the warranty I told him they never offered it to me, and he stated and I quote We didnt offer the warranty because we were trying to keep the monthly price low They new the budget I was working with. I sent the text from Diego saying had it happened within 7 days they could have helped me. So that statement that there is no such policy is incorrect. Now Ive gone with another dealership and are upside down because they sold a bad car to me. 

• Initial Complaint

  Date:09/09/2024

  Type:Sales and Advertising 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.

  Saturday 16th of August ***** right dealership ************************************************. I first met with ****** for the test drive the vehicle that I was there for 2016 ********************* and had reached out online. He then had me finalize the sale with ****. During the sales process **** didn't provide any Information nor the sales contract. Even after the $3,000 of down payment provided. He went on to provide me with all the information verbally. He said he couldn't print the paperwork and that he would email it. Nothing was received to the initial Email provided ********************* I reached out again regarding the sales contract at 5:29 pm, **** and ****** Both stated that it had been sent. I provided another email to **** and it was never received. Nothing was received so I let **** know I'll be stopping by Sunday. He said it would be closed, to go Monday. As suggested I drove over to ***** right and requested the paperwork from ****. He didn't provide all of the pages(22) from the sales contract. Only 6 pages were provided By ****. The sales contract that was received out of state mailed to my co-signer wasn't the same information I received. The amount provided by **** didn't match what was on the contract. I expressed my concern to **** regarding the importance of transparency and honesty. My co-signer doesn't read English and was also of concern that we both did not receive the same information to review together.Unable to trust them I drove to the dealership to provide a written request for cancelation since the sales contract was never signed. They asked me to sit and wait for an hour until I got tired of waiting and walked out to leave. I was then advised by *****... manager on site that not her or anyone there can assist me. Also that **** was on vacation. So she doesn't know. I asked for her GM phone number and she refused to provide because it was a personal number. I haven't received any cancelation confirmation.

  

  Business Response

  Date: 09/10/2024

  We are aware of this customer's complaint, and once her concerns were brought to management, we promptly voided the sale of the vehicle she was purchasing. We informed her of this decision during her conversation with *****. Additionally, over the past few weeks, we have attempted to contact her multiple times to verify the method of her down payment, but we did not receive a response. Our credit card provider later notified us of a $3,000 dispute initiated by this customer. After confirming her identity, we reviewed the details and have included screenshots of the dispute for reference. We have informed our provider that the sale was voided, and the $3,000 refund will be processed to the original payment method used for the down payment, subject to the processing times of her credit/debit card company. 

  At this time, RightDrive has made every effort feasible in order to satisfy this customer. 

  Thank you,

  Customer Answer

  Date: 09/12/2024

  I arrived at Drive right dealership on August 23rd to request a refund. I arrived and handed ****** the request for his manager.  ***** sat at her desk read the request and ignored me. I sat for over half an hour, when I decided to make a call to my bank regarding the $3,000 refund from Drive right. I was sitting in my car speaking to a representative when ***** rudely interrupted my call. I asked for a moment since I was on the phone with ****************  She disregarded my request and continued to explain that **** (manager) was on vacation and she can't get involved, that there's no one available to assist me. The bank representative overheard the conversation and advised me that they can definitely assist with this refund. The representative took note of what he heard on the phone. I received the refund from my bank in hrs. The claim is still under investigation. 

  I had no choice but to roll the window from my car up until I finished my call with my bank. ***** stayed outside my window listening to my conversation and got on the phone with someone she claimed to be her general manager. She offered to have me speak to this person on her cell phone. At this point I had a hard time trusting her or anyone there. I asked ***** to provide the number. She refused because she said it was a personal number and she can't share it. 

  Since she couldn't provide me the number I then advised her to refer to the document provided when I arrived.

   

  

  Business Response

  Date: 09/12/2024

  As the customer has confirmed receiving her $3,000 down payment through her dispute with the credit card agency, we request that this response serve as proof of the voided sale in her case. The customer is no longer in possession of the vehicle, and all agreements signed by her with RightDrive or any lender have been voided. There are no remaining financial obligations for the customer regarding the vehicle in question

  Customer Answer

  Date: 09/12/2024

  Sales contract was never signed by me or co-signer, and the vehicle remained in Drive rights property. 

  My bank is currently disputing the transaction with Drive right.  

• Initial Complaint

  Date:07/31/2024

  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 Purchased my vehicle July 1, 2024 later that day I took the vehicle home I Spoke to *************************** man who sold me my vehicle and informed him about the screen of the radio not working and the driver side light not working as well he said he would replace it. After the call with ********************* I got off my vehicle to realize the bumper was cracked and falling apart due to it being glued with gorilla glue I tried getting a hold ********************* unfortunately couldnt he was with assisting a customer. Called ********************** directly spoke with **** and let him know the problems I had with the vehicle with owning it less then 24hours and he assured me they would take care of the bumper, radio, and head light. Waited weeks for my radio and headlight to be fixed. But let me know its out of there hands to help me fix my bumper when they originally apologized about the inconvenience my vehicle has caused and assured me they would fix the vehicle bumper which who told me would fix my vehicle was **** I am so disappointed with the false advertising and lies they made just so I could purchase the vehicle .

  

  Business Response

  Date: 08/09/2024

  Thank you for bringing this matter to our attention.
  We understand the concerns raised about the issues with the radio, headlight, and bumper. Please know that we take our commitment to customer satisfaction very seriously. After being informed of the problems, we took immediate action to address them. The radio and headlight issues have been resolved, and we are currently in the process of repairing the bumper. We are confident that this repair will meet your expectations.
  Our goal is to ensure that every customer is completely satisfied with their purchase, and we regret that your experience fell short of that standard. We are committed to making this right and are working diligently to resolve the matter to your satisfaction.
  Thank you for your patience and understanding. Should you have any further concerns or require additional assistance, please feel free to reach out to us directly.
  

• Initial Complaint

  Date:05/07/2024

  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.

  Date of transaction: 01/22/24 Amount paid towards Business: $56,854.94 The vehicle I purchased was stated to be in good condition with no mechanical or structural defects on the carfax and inspection record from right drive. I have recently found out that the vehicles farm was cut due to a suspension lift put on the vehicle which changes the vehicles safety of the frame and voids the manufacturers warranty and extended warranty (that they also sold me) completely. I have tried to reach an agreement with the company but have yet come to a solution.

  

  Business Response

  Date: 05/15/2024

  We have received the complaint filed with the Better Business Bureau regarding the 2022 **** Bronco purchased from our dealership on January 22, 2024. We understand the customer's concerns about the aftermarket modifications and the issues they are experiencing. We strive to ensure all our customers are satisfied with their purchases and regret that they have encountered these issues.
  At the time of sale, our records indicate that the vehicle was inspected and found to be safe and operable. We disclosed that the vehicle had an aftermarket lift installed before it came into our possession. While we do not have records of who installed the lift or where the work was performed, the vehicle passed our inspection processes without any noted safety or operational concerns. When the vehicle was sold, it was not in the condition that this customer has disclosed in their pictures. There are many things that can contribute to damage of this nature. Faulty parts, driving habits or aggressive on or off road driving are all possible contributing factors in damage of this nature. 
  It is our policy to be transparent about the condition of the vehicles we sell. The Buyers Guide (attached) provided and signed by the customer at the time of sale clearly stated that the vehicle was sold with "no warranty." RightDrive makes no claims or guarantees with regard to existing factory warranty on a vehicle as we are a preowned dealer. Any factory coverage should be verified by the customer through that particular manufacturer as our company will not and cannot guarantee such coverage. We also encourage and provide every customer the opportunity to have any vehicle inspected by an independent mechanic of their choice prior to purchase. This customer did not request for the vehicle to be inspected by an independent mechanic before purchasing said vehicle.
  Regarding the extended service coverage, it was an unfortunate oversight that the vehicles modification was not initially flagged which would affect this coverage. Once this was identified, we corrected the oversight and had the contract with the extended service department reflected properly to include the lift kit on the vehicle. However, the cancellation of this service contract by the customer has unfortunately limited the options available to address the current concerns through the extended service provider. They may have covered the repairs, but since the customer, by their own choice, has cancelled the coverage, there is no longer any coverage on this vehicle through this extended service provider.

  We would be willing to assist the customer by providing an inspection on the issue and can then make recommendations accordingly. We could also offer a discounted rate on repair should this customer wish to service it with our dealership considering he purchased the vehicle through us. Another option might be trading in this vehicle for another vehicle which is something we would be willing to discuss with the customer, however, the vehicle will be appraised based on it's current condition at the time of trade.

  You may reach out directly to the Executive Secretary in order to schedule any of these services at ************

  Thank you,

   

  Customer Answer

  Date: 05/22/2024

   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.

• Initial Complaint

  Date:01/02/2024

  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 am filing a complaint against RightDrive Auto (*******************************************************) for unresolved issues with my 2020 ****** Altima purchased on 12/05/2023. During the test drive, dashboard vibration and a faulty radio k*** were identified and reported to finance manager *********************** and salesperson ********, who assured resolution.Post-sale, the vehicle was dropped off on 12/20/2023 at *******************************************************. On 12/26/2023, after pickup, issues persisted. Store Manager ************************* acknowledged the problems. Despite attempts and a meeting on 12/29/2023, the Service Manager refused resolution, stating RightDrive Auto wouldn't remediate the issue. ************************* suggested using my service plan, with RightDrive covering diagnostic fees and the deductible.Requested Action:Ensure proper resolution of the identified issues.Confirm RightDrive Auto's responsibility for resolving the issue without using my service plan as a means to absolve themselves of responsibility.

  

  Business Response

  Date: 01/17/2024

  We recognize the customer and were aware of their concerns with the vehicle after their purchase. Regrettably, we were not in a position to conduct the required repairs, as the vehicle necessitated servicing at an authorized ****** dealership. In an effort to assist, we proposed to cover the diagnostic fee incurred at ****** for the customer. Following our last interaction, we were informed that they had the vehicle serviced at ****** and the issue was resolved. We requested documentation of the diagnostic fee paid to ******, offering a refund on this expense. However, we have not received any further communication or documentation from the customer.

• Initial Complaint

  Date:10/03/2023

  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.

  Purchased a vehicle( 2013 *** 528I) from H3135**31323136303834H on 12/21/21, along with a service contract for an additional $2500 extended warranty of 36 months or ****** miles to cover repairs if needed on Engine, Transmission, Axles, and seals/gaskets as well as needed towing. Sales representative indicated coverage limits were up to replacement value of vehicle minus $100 deductible, as is standard with most extended warranty companies. On 11/26/22 vehicle broke down, when I called the extended warranty Company (*********) on 11/28/22 to file claim they informed there was not an active contract on this vehicle due to lack of payment. I then contacted *********************** (Finance Director) at H3135**31323136303834H to help with resolution. ***** contacted me 12/5/22 to inform me that the contract had been activated and post dated to original date of sale. Vehicle was then towed to repair shop. Shop diagnosed the vehicle as needing to replace engine. Repairs were completed and extended warranty only covered $5000 minus the $100 deductible, leaving me with the balance of $2770.76. I was told by underwriter of extended warranty that they wrote the contract as a favor to H3135**31323136303834H, but were not under obligation due to lack of payment at time of purchase. Therefore limiting the contract to $5000, which was less than amount quoted to me at time of purchase. I don&#**;t believe anyone would purchase a $5000 contract at the price of $2500. I paid $2500 in good faith on 12/21/22 and free I should be reimbursed the out of pocket amount of $2770.76. I was given a contact ******************************* as a point of contact to help find a resolution, her last email to me on 7/7/23 stated she was waiting to hear from CEO ***************** on a resolution. I have Emailed ********* back on 7/18/23, 7/27/23 then 8/21/23 with no reply from her. I feel there were some fraudulent activity as the original contract signed by me was dated 12/21/22 and the contract was not written until 12/5/22 and post dated with different limits.

  

  Business Response

  Date: 10/09/2023

  We are aware of ****************** complaints and concerns and had requested additional information from him via email on 07/19/2023 and never received a response. We would like to set an appointment with ****************** in order to reach an agreement on this issue. We will be in touch with him via email today. We will be requesting all documents associated with this claim to be present at the time of our meeting. 

   

  Thank you,

  Customer Answer

  Date: 10/13/2023

  Hello,

  I am completely open to meet with RightDrive representatives to hopefully come to a resolution. The last email communication I received from Rightdrive was on July 7th 2023 which indicated they had received the requested documentation and were waiting on RightDrive CEO to give direction. I will bring the supporting documentation with me when we meet. 

  Please have them contact me by Email at: ******************************************************* 

  

  Business Response

  Date: 10/18/2023

  Today, ****************** and the RightDrive CEO met and came to an agreement.

  Thank you

  Customer Answer

  Date: 10/23/2023

   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.

• Initial Complaint

  Date:08/02/2023

  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 made a ******** of a vehicle for ****** and I put down a down payment for $7000!!! I got all my papers for the bank and the down payment doesnt show I called the bank and the bank told me I needed to speak with the dealership!!! I did reach out to the manager and all I got was give me the number he will call you !!!! The person that did all the finance for the car has not call me or reach out to me I need an explanation about the down payment and they havent give that to me

  

  Business Response

  Date: 08/09/2023

  Good morning, the customer purchased additional products including an extended service coverage at the time of purchase. This is why there is an added amount to her amount financed. We are in communication with her and are working on a resolution. Thank you,

  Customer Answer

  Date: 08/09/2023

   I am rejecting this response because:
  
  
  

  Customer Answer

  Date: 08/11/2023

  I made a purchase of a car with them I gave them **** dollars as a down payment!!!!! They never explain to me that what I gave down was going for something else and not the balance of my car.. I reached out to them couple of times to one of the managers and no response only the first time then I called the dealership and I kept on getting the run around!!!!! After I sope with them from the $**** dollars I gave them they were only avail to have me $3700 back I lost $3200 witch am not gonna get back 

  

  Business Response

  Date: 08/16/2023

  ******************* did not purchase the vehicle for $27500 as she claims but for $29955.29 as is reflected on the attached Retail Installment Contract that she signed upon purchase on Page 2, Line 1, that was given to her and uploaded here. This price does NOT include sales tax, title and license fees paid to the state of NM on her behalf. These taxes were a total of $1198.21 and fees $228.50 and the vehicle service contract and GAP insurance that she purchased totaled $3885.00. (All are disclosed in this contract) This brought her total owed amount to $35,267 and with the $7000 down payment, down to $28,267.00 as is disclosed on this Retail Installment Contract on Page 1, in the box labeled "Federal Truth in Lending Disclosure".  As she noted, we have cancelled the products she purchased at her request and have refunded these to her lender. There are no more funds to credit her as the remainder of the funds were applied to her loan at the time of purchase, as is shown in the Retail Installment Contract on Page 2, Section 2. We have met with ******************* and thoroughly explained this. If she has any further questions, she make speak with a finance or general manager to explain everything again or seek outside counsel for further explanation.

  Thank you,

  Customer Answer

  Date: 08/16/2023

   I am rejecting this response because:
  If things were explained to me the way that you were saying I wouldnt be complaining at this moment or I wouldnt have been asking about the balance, or calling the bank that I come. It was at that balance nothing was explained to me like they are sane, and if they were, why is your financial agent trying to send me If things were explained to me the way that you were saying I wouldnt be complaining at this moment or I wouldnt of been asking about the balance, or calling the bank that I come. It was at that balance nothing was explained to me like they are sane and if they were, why is your financial agent trying to send me a check for $500 for me to remove my complain I have no problem paying for the vehicle. The fact is that I wasnt explain correctly and truly like it shouldve had been done. 
  
  

• Initial Complaint

  Date:07/26/2023

  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 June 22nd my mom and I went to Rightdrive on ********************* to take a look at their cars, with no intentions of buying that day. We test drove a ****** Maxima and an Altima, went back inside and he asked which one we liked more and we said the maxima. My mom asked if the car had been in any accidents and he responded with No we dont sell any cars with salvage titles or anything like that. Our sales rep and this other guy took the car to fill it up with gas as we were signing all the paperwork with the finance manager. The guys came back said their gas card wasnt working, that they were gonna give us a $10 gas gift card for now and that we could come back tomorrow and have it filled up. My mom drove the new car home with air off and windows down. She said the car was making a noise from the front passengers side, that wed ask about it tomorrow. Later that night I went online to look up the car information and came across an accident reported in March and April 2023, I told my mom and we were both upset and didnt understand whyd we been lied to. June 23rd we took in the car for gas and wanted to speak to our sales rep first, we told him remember when my mom asked if the car had been in an accident and you said no that you dont sell salvage titles or anything like that, he said yes I remember. I told him I looked up the car and there are accidents reported on it and he was like what really the finance manager didnt pull up the carfax for you, we said no no one did. We told him we wanted copies of everything we signed not wait to get them mailed and wanted to return the car, he said wed have to come back tomorrow to speak to the finance manager. June 24th we went in spoke with him and he said we couldnt return the car, that he could speak to maintenance and have the noise fixed and in a month he could help us trade in the car. There are more details that we cant fit in here, there is discrepancies and want things done right and not get continuously screwed.

  

  Business Response

  Date: 08/03/2023

  We are sorry to hear that our customer's experience was less than optimal and strive for 100% customer satisfaction in each transaction. RightDrive does not make any express or implied statement that we do not sell vehicles that have been involved in accidents. As the customer stated in her complaint, we do not offer salvage title vehicles for sale at RightDrive, however, we do periodically sell preowned vehicles that have had accidents reported to the carfax. RighDrive does not repair vehicles post-accident so we are not generally aware of the cause of such accidents but we put any vehicles that are to be sold through a rigorous inspection to ensure drivability and safety. At RightDrive, if a customer requests a carfax before, during or after a transaction occurs, we are happy to provide one free of charge. In this case, we are happy to continue working with our customer and offer any assistance we can such as inspecting the vehicle and potentially helping with any repairs needed if they were prior to purchase. We also can possibly provide a trade in option if the customer so wishes and could potentially help to facilitate a smooth transaction into another vehicle. This of course is continent upon various factors including present condition of the vehicle and credit worthiness.

  Thank you,

  Customer Answer

  Date: 08/16/2023

   I am rejecting this response because:
  A few things they said that dont quite make sense, that "they do not make any express or implied statement that they do not sell vehicles that have been involved in accidents". When we asked if the car had been in any accidents their response was "No" followed by they don't sell salvage titles implying they don't sell either salvage titles nor accident involved vehicles. Had their response to our question been "Yes", we would have chosen a different vehicle and we would not be in this current situation. It's the lack of transparency from the beginning, we were given nonfactual information on the vehicle. Because of there being accidents reported on the vehicle, we have incurred surcharges for it on our insurance and that is something we did not count on having. Towards the end of their response there is a lot of "possibly and "potentially" being used, meaning they may or may not help. That being a 50% outcome and they stating they "strive for 100% customer satisfaction in each transaction", we would appreciate a more assured response. An assured trade in option and an assured smooth transaction into another vehicle, we were assured they could trade in our vehicle without being upside down on our loan. There was no contact number provided to further on a concrete solution, how do we move forward with them? We look forward to continue working with RightDrive. 
  
  

  

  Business Response

  Date: 08/16/2023

  We would love to assist ************* and her Mother with a trade in option. The reason that we cannot guarantee that we can assist is simply due to the fact that we are not a lender and do not have control over the customer's credit or approval in this situation. Therefore we cannot make any claims that we can guarantee this will be possible. What we can certainly offer is a trade in option for another vehicle. Our vehicle acquisition team will be made aware of the situation so that we can appraise the trade for the maximum amount possible. There will still be a qualification process because any time a trade in occurs, the lender must review that application independently. However, there is a strong chance that we will be able to assist and get ************* and her Mother into another vehicle. We would like to assist you in this transition at our *********************** Location. ************************* is the Finance Manager onsite and she will be reaching out within the next hour. If you'd like to contact her directly, her number is: ************

  Thank you,