Complaints

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:06/11/2025

  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 rejecting this response because: Regardless if I purchased the extended warranty, the car was still sold by Drive Appeal when there was a loud knocking noise that was not disclosed at the time of sale. Drive Appeal acted with malice and intentionally covered up the fact that there was major engine damage. If Drive Appeal's service **** couldn't detect that a piece of the engine had broken off and was flying around, how can I trust that they could tell if the car needed new breaks and rotors? This company should not be allowed to sell vehicles just because they provide a "complimentary" warranty - good for 90 days and the lemon was in the shop for the first 30 days, so I lose out on 30 days of the warranty. i wish that companies like this would be held accountable for how they treat consumers.
  
  

  Business Response

  Date: 06/27/2025

  This vehicle was sold as-is, which was clearly stated and acknowledged at the time of sale. Ms. ********** also declined the option to purchase an extended warranty that would have provided additional protection. However, in good faith and as part of our standard practice, Drive Appeal included a complimentary 3-month/3,000-mile powertrain warranty with her purchase, coverage that is not required by law and is provided solely as a customer courtesy.
  After the vehicle was delivered, Ms. ********** reported an engine issue.The complimentary warranty covered the full cost of an engine replacement, which is a significant benefit and rare coverage for a used vehicle purchase. This is precisely why this warranty is included with our vehicles, because used vehicles are inherently unpredictable, and mechanical issues can arise unexpectedly,regardless of the vehicles condition at the time of sale.
  Regarding the brakes and rotors, the vehicle passed our inspection and was in sound condition before shipping. There were no reported issues with the motor or braking system during the time the vehicle was in our possession.
  Additionally, Drive Appeal did not arrange the shipping of the vehicle. We provided the name of a third-party transport company as a referral, which Ms. ********** independently chose to hire. As such, Drive Appeal had no control over the delivery timeline or shipping logistics.
  In conclusion:
  A complimentary warranty, which Ms. ********** did not pay for, covered a major engine repair in full.
  The shipping was managed independently by the customer.
  Brake issues were not present or reported when the vehicle was sold.
  Given these facts, we believe Drive Appeal acted responsibly and in good faith throughout this process and fulfilled all obligations. While we understand Ms. *********** frustration,we are unable to refund the vehicle shipping costs or repairs, as the warranty provided already addressed the primary concern.
  

• Initial Complaint

  Date:04/04/2025

  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 rejecting this response because:
  
  As they stated there was a warranty that we were advised covers 3000 miles and 90 days. The part that failed is on the engine and radiator leading to possible catastrophic damage to the engine, as they were aware of. We will be filing a civil case in court and reject the response. This was known by the seller and should be covered by warranty. The total cost less costs is $1600* and a few days later called and said the message about overheating was on again. I asked if she was stopped and she stated she was so I told her to check and top off the coolant if needed. She also stated there was no hot air I. The vehicle. I called a couple garages in ******** who were not helpful in using a warranty and working on a Mini. ******** has Redriver Autoworks that deal with high-end and foreign vehicles. I spoke with Redriver who stated they work on Mini and have dealt with warranty work many times. My daughter drove the vehicle to ********* where my wife swapped vehicles and topped off coolant again before dropping at Redriver. We learned that the warranty was refusing to cover the issue which was $1400 at first estimate. We contacted Drive Appeal ***** who stated he would need to get back to us. When he did I learned they were not responsible but would pay $400 which was later raised to $500 because this is an easy fix and they are not paying the up charge.

  Business Response

  Date: 04/14/2025

  Thank you for the opportunity to respond to the recent complaint regarding the purchase of a 2017 Mini ****** ********** from Drive Appeal on February 27, 2025.
  We understand the customer experienced an issue shortly after the purchase and would like to offer the following clarification:

  
  Warranty Options at Time of **************start="560" data-end="563"> At the time of purchase, the customer was offered the option to purchase a comprehensive extended warranty, which would have covered the issue in question. The customer declined this coverage. Even so, ********************** provided a complimentary 3-month / 3,000-mile limited warranty at no cost. This warranty covers internally lubricated engine and transmission components, but does not include components related to the cooling system, which is the nature of the current complaint.

  
  Goodwill ************************start="1092" data-end="1095"> While the issue falls outside the scope of the complimentary warranty, Drive Appeal offered the customer $500 toward the repair costs as a gesture of goodwill. This is above and beyond what is required contractually and reflects our commitment to customer satisfaction. Given the vehicles age and mileage at the time of sale (eight years old with ****** miles), we believe this offer was more than fair.
  We do our best to ensure all customers are treated with honesty and respect, and we make every effort to assist even in cases where we are not obligated to do so. We regret that the customer is dissatisfied but feel confident that our response was fair and reasonable under the circumstances.

  
  Sincerely,
  Drive Appeal Management Team

• Initial Complaint

  Date:03/10/2025

  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 purchased a vehicle from this dealership in July of 2024, along with an extended warranty for an additional 3500. They assured me that the vehicle was in good condition and that they do a thorough inspection for each vehicle. Their inspection somehow missed that the control arms, springs, and engine had significant damages. I put about 3k miles on the vehicle and the engine died. The warranty company now tells me that they won't pay for the repairs, because they cost more than the vehicle itself. The dealership sold me this truck for around 13K and the warranty says that the vehicle is worth 3K. They knew that the truck was not going to last long, because there were using some temporary fix for it not to overheat, which they told me they didn't put in the truck. We noticed this in the first month of buying the vehicle and they told me that they would pay the $100 to get the truck looked at, but that would have voided any repairs since warranties don't kick in until 30 days after. They can deny it all they want, but they know what they did.

  Business Response

  Date: 03/10/2025

  Thank you for taking the time to share your experience. We're truly sorry to hear about the challenges you've faced with your 2010 F-150. At Drive Appeal, we strive to provide quality vehicles and a transparent buying experience for all our customers.
  We understand how frustrating it must be to encounter these issues, especially with an extended warranty in place. However, it's important to note that warranty claims and coverage decisions are made solely by the warranty company, not by Drive Appeal. While we perform thorough inspections on all our vehicles, we do not have a crystal ball to predict future mechanical issues, particularly with pre-owned vehicles that are more than a decade old.
  We encourage you to work directly with the warranty company to explore all possible options for coverage. If there is any documentation or support we can provide to assist in that process, please let us know. Our goal is always to support our customers as best we can, even when circumstances are beyond our control.

• Initial Complaint

  Date:08/05/2024

  Type:Sales and Advertising 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.

  Sold a car not safe to drive

  Business Response

  Date: 08/06/2024

  This customer took the vehicle to his own mechanic before purchasing and had it inspected. He had the vehicle for a five hour test drive, we told him it was sold '"as is" and he still chose to buy the vehicle. We cannot predict the future of any repairs that a vehicle may need in the future. He is an owner, and now is responsible for the maintenance needed for his vehicle.

• Initial Complaint

  Date:01/08/2024

  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.

  Look I dont think either of us want to be doing this.I want to believe you have an straight up business, but to level with you, I am not seeing it. I've requested that the *** be refunded and if there was a used car warranty that I paid for my heart sinks even deeper as I was informed this was free.
  
  At this point though, I would like to wash my hands clean and part ways; to act like this never happened. On that note, if it was such a fair and solid deal, I would like to offer a possible resolution. Let me pay for the difference of value from when I bought the car to this point. I'll pay the market change of the last 6 months (*****) according to carguru and a fair rate for any miles I've put on the car. In return I'll receive a refund and we can cut ties. Does this seem agreeable to you?
  
  ******************************************************************************************************************************************************
  

  Business Response

  Date: 01/08/2024

  
  January 8, 2024

  Complaint Id ********.
  To Whom this may concern:

  Thank you for taking the time to share your concerns with ** via the Better Business Bureau. At Drive Appeal, we are committed to ensuring the satisfaction of all our customers, and we take your feedback seriously.

  Regarding your purchase of the 2018 Dodge Challenger in June 2023, we understand your concern about the vehicle's value and the terms of the sale. We strive to maintain transparency in our pricing and the financing options we offer. The automotive market, particularly for used vehicles, can fluctuate, and these market conditions often impact prices. The market values were higher when you purchased the car, influencing the pricing.

  We want to reassure you that our dealership adheres to strict ethical standards. The bank's involvement in financing your purchase is an additional assurance that the transaction was fair and within market norms.Banks have stringent policies against overpriced funding vehicles, which adds protection for the buyer.

  We also understand that you had a used car broker/advocate present during your purchase. Their expertise is invaluable in ensuring that customers get a fair deal, and we welcome their input during your car buying process. If there had been an issue with the price your broker/advocate would not have recommended that you go through with the purchase.
  

  Regarding the specifics of your transaction the trade-in value and the final financed amount we are ready to provide a detailed breakdown to clarify how the final amount was derived. The certified used car warranty included and the *** policy you purchased are essential aspects of ensuring your peace of mind and protecting your investment in the long run.
  

  Please contact us at ************ to arrange a meeting. We are here to assist and support you throughout your car ownership journey.
  

  Sincerely,
  

  *************************
  General Manager
  Drive Appeal

  Business Response

  Date: 01/12/2024

  Thank you for your ongoing communication regarding your concerns. At Drive Appeal, we understand the importance of transparency and customer satisfaction, and we appreciate the opportunity to address your situation.
  
  Regarding your proposal for adjusting the vehicle's value, we encourage you to utilize the valuation tool available on our website. This tool provides an estimate based on data from *******, a reputable source in the automotive industry. Additionally, there are several other online resources where you can compare and get a sense of your vehicle's current market value. These tools can offer a broader perspective and help in understanding how car valuations are influenced by various market factors.
  

  We also want to clarify that the 5-year, 100,000-mile warranty was indeed provided at no additional cost, as clearly stated in your paperwork. As for the *** policy, we are prepared to assist you with the refund process as per your request.
  
  However, it is important to note that we have explored all possible solutions and offered the support we can within our business policies and ethical standards. We believe that your purchase, especially with the assistance of your car buyer/advocate, was conducted fairly and in good faith, considering the market conditions at the time.
  
  At this point, we feel that we have exhausted all potential avenues for resolution beyond what has already been offered. We respect your decision to move forward and sincerely hope that the tools and resources provided will assist you in finding a satisfactory solution independently.
  
  We wish you the best in your future automotive endeavors and thank you for bringing your concerns to our attention. Should you require any further assistance with the *** policy refund or have any questions about the warranty, please feel free to reach out to us.
  
  Sincerely,
  
  *************************
  General Manager
  Drive Appeal

• Initial Complaint

  Date:12/15/2022

  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 rejecting this response because:
  They knowingly sold me death trap tires, they acknowledge they should replace the tires but are too upset about juvenile name calling. 

   

  Well, grow up. I apologize for call you well deserved bad names. I didn't go directly to the business for help because of how incredibly poorly **** treated me. He yelled at me and told me to go while trying his best to make me feel bad for asking for help. 

   

  Drive Appeal owes me for two bad tires regardless of how they discovered the fault or how badly their egos got hurt in the process. 

  
  

  Business Response

  Date: 12/22/2022

  Mr. *********************** purchased a 2011 ****** Rogue from our Drive Appeal Store in New Hope on December 6, 2022. 

  
  All vehicles are run through a 150-point inspection in our reconditioning center.  Upon inspection, we found the tires to have satisfactory tread depth;therefore, they did not need to be replaced.  We found no other issues with the tires at the time of reconditioning. 

  Tire plugs are an industry norm to get the fullest use of a tires potential.  We do not inspect tires for plugs or patches other than a visual inspection from the outside of the tire.  The vehicle sat on our lot from June 2022 to December 2022, and we did not experience any flat or low tire issues while it was here.  It is unfortunate that winter and frozen roads bring out the worst in vehicle repairs and maintenance.

  ****************** came back to our store after he purchased the vehicle for a low tire light.  We filled his low tire, and he left satisfied.  Before this BBB complaint,this was the only time we had heard from him.  Based on the unprofessional nature of ****************** complaint (name calling, accusing us of crimes), we are going to decline his request for help.  Had he contacted us directly and acted appropriately, we would be far more willing to assist.

  Thank you. 

• Initial Complaint

  Date:12/12/2022

  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.

  November 2022 My husband and I sent $1000 for a deposit to Drive Appeal in *****, **. We were assured that this would be refundable if we changed our mind. December 2, 2022 we told *************** that we were not going to continue with the sale to please send back the money. he said he sent the check, but it's been 10 days, It should have been here by now.

  Business Response

  Date: 12/14/2022

  The original refund check did not make it to the customer.  A new refund check has been mailed.