Complaints

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

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  Driveway.com

  275 E 5th St Medford, OR 97501-6007

• 

  Driveway.com

  150 N Bartlett St Medford, OR 97501-6032

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:09/27/2025

  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.

  VIN: ***************** I am writing regarding the vehicle I recently purchased from Driveway.com, which was delivered on, 8-25-25. Upon delivery, I immediately noted significant scratches and paint damage to the vehicles exterior. I promptly raised this issue with your support team and provided documentation. Despite the photo references I sent to your team, I was offered only a $100 check, which is wholly inadequate given the scope of the damage. I have since obtained a professional repair estimate totaling $2512.46, attached for your reference. As you are aware, under the Uniform Commercial Code ***** and *****, goods must be delivered in merchantable condition and fit for their ordinary purpose. Additionally, under Oregon and Nevada Deceptive Trade Practices /Consumer Protections Acts, a seller may not misrepresent or deliver goods in materially worse condition than represented at the time of sale. Delivering a vehicle in this condition constitutes both a breach of the implied warranty of merchantability and a potential violation of consumer protection laws. The damages I received constitute a material deficiency that Driveway.com is responsible for remedying. Accordingly, I demand that Driveway.com: Reimburse me for the full repair cost of $2512.46 orAuthorize and directly arrange repairs at a certified repair facility of my choosing.If this matter is not resolved within 10 business days of receipt of this letter, I will have no choice but to pursue further remedies. This may include filing complaints with the Better Business Bureau, state consumer protections authorities, and the attorney generals office, as well as considering legal action for damages and costs incurred.I would prefer to resolve this matter quickly and amicably. However, the offer of $100 does not come close to making me whole, and I trust you will agree that a fair resolution is in the interest of both parties. Please respond in writing no later than September 25, 2025.

  Business Response

  Date: 10/06/2025

  10/6/2025
  
  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 cosmetic condition.  Please be assured that we take the concerns of our customers very seriously. As such, we are reaching out to them directly to address their concern. 
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

  Customer Answer

  Date: 10/06/2025

   
  Complaint: 23942479
  
  I am rejecting this response because: it is not a response to the issue. I am filing a claim in court if this is not resolved quickly. 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 10/13/2025

  10/13/2025
  
  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 cosmetic condition. Please be assured that we take the concerns of our customers very seriously. We reached out to the customer acknowledging their concern and reached a settlement directly, of which they stated they were satisfied. We consider this matter resolved.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

• Initial Complaint

  Date:09/11/2025

  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.

  See uploaded summary of my concerns and requested resolution with Driveway

  Business Response

  Date: 09/15/2025

  9/15/2025
  
  Re: ******* Bohrer 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 purchasing experience.  Please be assured that we take the concerns of our customers very seriously. As such, we have reviewed the complaint information directly with the customer and acknowledged their experience. No additional concerns have been brought up by the customer since those conversations occurred. 
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

  Customer Answer

  Date: 09/16/2025

   
  Complaint: 23872688
  
  I am rejecting this response because:
  

  Unfortunately, I am still experiencing issues since a representative from Driveway reached out to me in mid-August and confirmed that they were correcting internal processes related to my concerns.   The purpose of my complaint was to communicate how these issues are still occurring, correct the issues, and to explain how the issues were being corrected so that future customers do not experience the same level of frustration as I have or possibly worse.    Since Driveway reached out to me in August (per their BBB response), I have been forced to drive with expired temp tags because Driveway has failed to send me updated tags due to errors on their part.  I was told yesterday afternoon ( two days after tags expired) that I should print off a copy of an emailed PDF in the interim until they can send me the new temp tags and tape (I guess duct tape) my paper printed tag to my $85k vehicle (I will admit that I have never seen this approach on the road before and seems somewhat of a weird request to cover up for their continued incompetence as well as cause other issues such as tearing and water damage making the tag subject to even further legal concerns). 

  Additionally, in a phone conversation yesterday with the General Manager at the auto dealer where the vehicle was purchased, I was given what I could only interpret as somewhat of a threat and an explanation for withholding my updated tags, title, and registration over 30 days since purchasing the vehicle was that the dealer and Driveway were unhappy that I am complaining about the process.   This same associate at the dealership even asked "do you want me to give you your tags or not?" and stated "I can tell you that the reason you don't have the tags is that our associates don't like the complaints you are making".   This type of behavior, basically withholding legal documents from me due to sensitivities on their part from my formal complaints seems unethical and wildly irresponsible.   

  I don't consider the matter resolved as I still do not have my registration, title, and plates.   My new temp tags to replace expired tags I am currently using should be arriving today per my last conversation with Driveway.  Also, the resolution noted from my original note to the BBB has not been resolved per below:

  I am requesting the following from Driveway:
   -Public acknowledgment of the customer service failures outlined above as part of their response to the BBB.
   - Publicly stated assurance of corrective action with itemized plans to correct so no future customers endure a similar experience.
   - Appropriate compensation for my time and resources wasted throughout this transaction which were needed to overcome Driveways poor service.
   

  Sincerely,
  
  ******* ******

  Business Response

  Date: 10/06/2025

  10/6/2025
  
  Re: ******* Bohrer 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 purchasing experience and more specifically, their title and registration.  Please be assured that we take the concerns of our customers very seriously. As of 9/29 the registration was issued out of ***************. The customer should already be in receipt of the plates and registration and their title will arrive directly from the state at a later date.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

  Customer Answer

  Date: 10/11/2025

   
  Complaint: 23872688
  
  I am rejecting this response because:
  

  Driveway has failed to acknowledge the entirety of my complaint resolution and I still do not have my title.   I will not consider this complaint resolved until Driveway directly responds to each part of my complaint and my title is received.    I have copied the desired resolution again below for ease of reference:

  I am requesting the following from Driveway:

   - Receipt of my vehicle title.   Driveway has told me already that they delayed the processing of my registration and plates as a way to "get back at me" for prior complaints with their service.   I do not trust that they will properly process my title and will need continued assistance from the BBB until this matter is resolved entirely.

  - Public acknowledgment of all the customer service failures outlined within my initial BBB complaint as part of their response to the BBB.

   - Publicly stated assurance of corrective action with itemized plans to correct so no future customers endure a similar experience.

   - Appropriate compensation for my time and resources wasted throughout this transaction which were needed to overcome Driveways poor service.

  Sincerely,
  
  ******* ******

  Business Response

  Date: 10/24/2025

  10/24/2025
  
  Re: ******* Bohrer 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 purchasing experience. Please be assured that we take the concerns of our customers very seriously. We acknowledge the delays Mr. ****** experienced and regret any inconvenience caused. We want to clarify that there was no intent to cause harm or retaliate in any way. The delay was primarily due to a rejection from the ********, as several forms were missing the customers Social Security number, a detail not initially collected because this was a "cash" transaction. Once notified, we obtained the necessary information from Mr. ****** and resubmitted the documentation. The process was completed within three weeks.

  As previously communicated, the vehicle title is issued directly by the State of Ohio, and we do not control the timing of its release. To confirm the titles validity, weve attached a copy of the Ohio Vehicle Record.

  In consideration of the customers concerns, we agree to a one time $500 goodwill payment. We attempted to reach the customer directly to discuss this but were unable to reach him. If this is accepted the customer can reach out to us at ************************** We consider the matter resolved based on the actions taken and information provided.
  

  Thank you for bringing this to our attention.

  Sincerely,
  Lithia Driveway Team.

  Customer Answer

  Date: 11/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  It is apparent that Driveway / Lithia motors has no intent to improve their customer experience per my summarized concerns as they have failed to address this ask after several attempts on my part.  

  I did receive my registration and plates but still waiting on my title.
  
  I accept their offer of $500 to make me go away.    Hopefully this complaint helps other future customers to avoid this business. 
  
  ******* ******

• Initial Complaint

  Date:08/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Concerns regarding my recent vehicle purchase/transaction with Driveway.com (online auto delivery service). Despite multiple attempts to reach Driveway.com, I have not received adequate communication or resolution.1. Vehicle Damages - Upon delivery, the vehicle arrived 13 Aug 25 (purchased 3 Jul 25) with significant damages that were not disclosed at the time of sale. These damages were communicated to the delivery driver. The damages raise questions about the inspection and quality control process prior to delivery.2. Refund Request or Request for Repairs - Given the condition of the vehicle and the failure to deliver it as represented, I requested a full refund of my purchase. I have been patient in awaiting a resolution, but there have been continued delays and lack of responses.3. Unresponsiveness - I have made several attempts to contact Driveway.com through phone, email, and text. Resolution Requested: A full refund of the purchase price, including all fees paid.

  Business Response

  Date: 08/21/2025

  8/21/2025
  
  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. As such, a customer satisfaction team member has been in recent contact with the customer and is working with them to reach resolution. 
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

  Customer Answer

  Date: 08/27/2025

  The representative from Driveway.com contacted me shortly after receiving the complaint. It was requested that I get an estimate for repairs so that they could take care of the damages.

  I was able to coordinate an appointment today and I am currently waiting to receive the quote.

  The repair shop has asked how they will receive payment? I reached out to the Driveway.com employee assigned to assist me but with no response. 

  [NOTE: I was told that there would be a follow up by the Driveway.com representative today.]

  I am expected to give a deposit to schedule the work but I really am not confident at this point that Driveway.com will honor what they have said because of their business practices thus far.

  Customer Answer

  Date: 08/27/2025

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

  Customer Answer

  Date: 09/03/2025

  No. It has not been resolved. I may have misunderstood the process. I thought I was accepted what the company proposed as a resolution.

  They have yet to honor what they proposed. 

  I got the estimate that they asked for. The shop is ready to make the repairs and the car is still damaged with no real action to take care of it.

  I appreciate your office for reaching out because prior to you all contacting them, they were unresponsive.

  It is very frustrating if I had it to do all over again I would not have done business with them. And I definitely would not recommend them to anyone in the future.

   

  Business Response

  Date: 09/15/2025

  9/15/2025
  
  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. As such, we have reached an agreement with the customer and sent a goodwill offer to them. 
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

• Initial Complaint

  Date:08/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased vehicle from Driveway.Com on 05/19/2025 and received on 05/21/2025. As of of 08/06/2025 still have not received title or registration even though in ***** where the vehicle was purchased we are supposed to receive both within 30 days of purchase.

  Business Response

  Date: 08/07/2025

  8/7/2025
  
  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 title and registration.  Please be assured that we take the concerns of our customers very seriously. As such, we are working to get the most recent information from the selling store, who is expecting delivery of the plates. We will continue following up and relay any information to the customer.  
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

  Customer Answer

  Date: 08/16/2025

  Purchase vehicle and received it on 5/21/2025. Still have not received the title and registration as of 08/15/2025. Have had to purchased temporary tag which I was told would be reimbursed but has not yet, and now I cannot legally drive the car as the temporary tag has expired.

  Desired Resolution

  Finish the Job

  
  

  Business Response

  Date: 08/21/2025

  8/21/2025
  
  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. As such, we have an agent actively engaged with the customer as we continue to work toward resolution. A reimbursement check for the temp tag has been issued and the customer advised directly. 
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

  Customer Answer

  Date: 08/22/2025

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

• Initial Complaint

  Date:07/25/2025

  Type:Customer Service 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 car on their website and traded my car in. I signed all of my paperwork that I was trading in my car, removing my responsibility of making payments on the car being traded in. All documents were signed and mailed on July 11, 2025. Docs were received Monday July 14, 2025. I received the new vehicle on July *******, same day that I turned my trade in car to the dealership. To this day I am getting calls and emails about late payments for the traded in car. I emailed ****** on July *******, the initial person who mailed me the documents asking her who I can talk to about this issue as ***** Financials is calling me saying they have not received anything about the car being payed off. Very disappointed in her customer service. Because I am no longer an important customer that they can make a check off of, they pushed me to the side.

  Business Response

  Date: 07/29/2025

  7/29/2025
  
  Re: ******** Contreras inquiry
  
  To whom it may concern,
  
  We are in receipt of your letter, in which you relay the concerns of the consumer regarding their trade vehicles payoff.  Please be assured that we take the concerns of our customers very seriously. As such, our ************* team has been in contact, and provided confirmation that the *** was processed to the lienholder. We will remain available for any other concerns if they arise.  
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

• Initial Complaint

  Date:07/14/2025

  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.

  On June 11th I placed an order for a 2020 Subaru Forester from Driveway.com. They reached out to me to get the process started, stating that the entire process including delivery would be 2-3 weeks. After I locally got a loan in place and provided them the online portion of the paperwork (this took about a week) I was told the vehicle was secured. Two days later after receiving no updates, I reached out again and was told they were replacing the sunroof. After three more days of being told they were still waiting on the repairs to be completed I spoke to the manager of the dealership who told me the glass for the vehicle had to be re-ordered as the replacement arrived with cracks. After another week, they told me the vehicle was ready and they were sending the paperwork on July 1st. I had the paperwork notarized and sent back the same day it arrived, including the cashiers check for the remaining payment of the vehicle. The transport person reached out to me and told me the delivery order had just been placed on July 2nd and that it would take 3-5 days to have someone dispatched for the delivery. On the 5th day, July 8th, he stated that they could begin escalating the order. On July 12th they finally delivered the vehicle. The vehicle shows clear signs of water damage (rust on engine block, wheel *****, electric mechanisms not functioning, and water damage to the speedometer) which was not visible on any reported accidents, in the posted pictures or repairs made on paper. The trunk latch to the vehicle is broken in some manner, the speedometer has liquid damage on the inside rendering the speedometer unreadable, the wheel ***** are rusted out, the oil is old, one strut has been changed, a clip in the engine has been broken and taped in place, and the speaker system cuts out. The car will no longer start as of July 14.I have been on three separate phone calls with them today, July 14th and not gotten far as their online process will not accept the dash pictures.

  Business Response

  Date: 07/15/2025

  7/15/2025
  
  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. As such, We are facilitating a full return at no cost to the customer. Our Customer Satisfaction team will continue to assist. 
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

• Initial Complaint

  Date:07/14/2025

  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 traded in my 2023 Land Rover Defender to Driveway.com after receiving an online offer for $44,200. I decided to trade it in for a different care through Driveway.com and purchased a 2025 Mini Countryman and there was a difference of $9311.00 owed to me as the car I purchased was worth less than my trade in. After receiving my offer Driveway.com altered there offer to $43,800 and I accepted and received a proposal to purchase the Mini and trade my Land Rover in and then I would get the difference bak of $9311.00. It has been three weeks since I've traded in my car, already received the new car and they have my title for other car and have not paid me for the difference. I've followed up with Driveway.com several times already and I keep getting the run around and no clear answer on when I will receive the refund, which I should have already gotten. I've called customer service several times and spoken with my Case ****** ********, ************ a few times over the past few weeks going through the paperwork, corrdinating delivery, etc. and everything was fine up until the point that I am now owed money. The last contact with him was yesterday, Sunday Jul 13tha and he said he would update me today July 14th once accounting was back in the office and I have not heard anything and have followed up. I'm not sure what to do at this point to get my refund other than file a fraud claim and seek legal counsel to get the money I'm owed. I'm hoping you can help me as I've read online reviews about the same situation. Thank you.

  Business Response

  Date: 07/15/2025

  7/15/2025
  
  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 trade vehicle's equity payment.  Please be assured that we take the concerns of our customers very seriously. As such, our customer satisfaction team is working closely with the customer and provided the ***** tracking directly.  
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

• Initial Complaint

  Date:07/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding my 2022 **** Edge (VIN #*****************), which I purchased through Driveway.com, a main or subsidiary company of Lithia Motors, **** I purchased the vehicle through the online car platform Driveway.com. The car began exhibiting signs of an impending major malfunction, and I believe the company knowingly sold me a vehicle that was on the verge of experiencing significant mechanical issues.

  Desired Resolution

  Repair; Billing adjustment; Assistance with the vehicle repair, forbearance or deferment of the payment if I must pay for such an expensive repair, or voluntary surrender of vehicle with removal of loan from my credit.

  Customer Answer

  Date: 07/11/2025

  I am filing this complaint regarding my 2022 **** Edge, VIN #*****************, which I purchased through Driveway.com. The company knowingly sold me a vehicle that has symptoms of pending mechanical malfunction.

  Business Response

  Date: 07/14/2025

  7/14/2025

  
  Re: Corinisha Barnes 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 mechanical condition.  Please be assured that we take the concerns of our customers very seriously. The vehicle purchased by this consumer was delivered in July 2024. The customer was provided a *****, ******** Money Back Guarantee for a no questions asked return. We were not notified of any issue with the vehicle until May of 2025, during this 10- month period, nearly ****** miles have been added to the vehicle. Due to the customer not purchasing an extended warranty, we are unable to assist with this matter.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23586740
  
  I am rejecting this response due the reasons outlined in the attached memo. 
  
  Sincerely,
  
  Corinisha "****" ******

  Business Response

  Date: 08/01/2025

  From the BUSINESS:

  Sent 8/1/2025 11:46:32 AM

  8/1/2025
  
  Re: Corinisha Barnes 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 mechanical condition.  Please be assured that we take the concerns of our customers very seriously. Please see our previous reply for this complaint under complaint ID ********:

  The vehicle purchased by this consumer was delivered in July 2024. The customer was provided a *****, ******** Money Back Guarantee for a no questions asked return. We were not notified of any issue with the vehicle until May of 2025, during this 10- month period, nearly ****** miles have been added to the vehicle. Due to the customer not purchasing an extended warranty, we are unable to assist with this matter.

  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

• Initial Complaint

  Date:07/11/2025

  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 traded my 2017 **** Quattro q7 on driveway for a 2017 ******* santa fe sport. I received the ******* on 7/9/25 around 2pm. Around 7pm on 7/9/25 the *** warning light came on in the *******. On 7/11/25 around 6:30am the check engine light came on in the *******. The engine is hesitant and transmission feels like it is slipping. I am to have 7 days to decide if I want the ******* or my **** back. There has been a complete lack of communication on driveways part and I am not receiving any help towards the return of the ****.

  Business Response

  Date: 07/14/2025

  7/14/25
  
  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 and desire to return it.  Please be assured that we take the concerns of our customers very seriously. As such, we working with the customer to facilitate the return in accordance to the 7-day, 400 mile money back guarantee provided to the customer. We will remain available to the customer throughout the process and if any remaining concerns are brought up.. 
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23585718
  
  I am rejecting this response because: i still have yet to receive my original vehicback nor a date or time to expect it back. My 7 days will be Wednesday july 15th 2025 at 2pm. I have been complaining since the day the new vehicle has been dropped off that i wanted to return it and receive my vehicle back per the contract.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 07/25/2025

  7/25/25
  
  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 return.  Please be assured that we take the concerns of our customers very seriously. On 7/17 the customer successfully returned the purchased vehicle and took receipt of their trade vehicle. All funds, less the delivery fee, have been refunded per the money back guarantee. 
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

• Initial Complaint

  Date:06/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had placed an order for a new ***** on the driveway.com website in early may. I ended up finding a better deal at my local dealership and since I hadn't received the car with driveway I decided to cancel my order. I called Driveway on 5/12/2025 and they assured the order had been canceled. Two weeks later I end up receiving a bill from ************** advising my car payment is due 6/22 for a car I did not receive and had canceled. I called Ally and was advised Driveway had only issued a partial payment and they havent received the rest of it. I reach out to Driveway and was advised a ticket was put in. This is UNACCEPTABLE. Driveways lack of urgency to issue payment back to Ally is potentially going to ding my credit if this isnt resolved within the 30 day ***** I need this matter resolved ASAP as per conversation with Ally today 6/25 this issue is still pending and they havent received payment to remove this auto loan from my credit profile.

  Business Response

  Date: 06/26/2025

  6/26/2025
  
  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 return and cancellation of funding.  Please be assured that we take the concerns of our customers very seriously. We have reached out to Ally and are working toward resolution with them. We have been advised that no harm to the customers credit will occur due to the loan being cancelled before the vehicle was delivered. We will follow up with the customer directly. 
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.