Business Profile

Online Car Dealers

Driveway.com

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Complaints

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

Customer Complaints Summary

192 total complaints in the last 3 years.
41 complaints closed in the last 12 months.

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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: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:

Resolved

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.
Initial Complaint
Date:06/05/2025
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.
My *********** purchased a ***** Cx-5 through Driveway on 5/16/25. We put a $500 deposit down, paid $11,500 in a down payment with a cashiers check, & the rest was being financed through Driveway Financing. On 5/26/25 around 8:15 p.m, the vehicle was delivered to us at ****** because the delivery driver could not get up our street. We drove it 1 minute to our house and had noticed that smoke was coming out of the engine. Immediately, we took videos of the smoking engine & leaking noise that was coming from the vehicle. We contacted Driveway the very next day to make them aware of the situation & to inform them that we had taken the vehicle to a mechanics. We received a diagnostic report from the mechanic & found that the head gasket was blown & that the engine needed to be replaced. We contacted Driveway to return the vehicle & inform them that we want our shipping fee back since we were sold a vehicle that couldve harmed/killed us/someone else. Driveway said that its the dealerships decision on whether or not we got our shipping fee back. The dealership claims the smoking is from residual oil left over from a head gasket cover fix they did in April. Even though the mechanic tells us otherwise. Now, Driveway claims the mechanics diagnostic report isnt detailed enough to support that the vehicle needs a new engine. They refuse to give our shipping fee back. When purchasing a used vehicle through Driveway, there is an AS IS box that states that their used vehicles are inspected & reconditioned for mechanical/safety issues. This is clearly false. Weve offered to provide them with video-graphic evidence of the smoking car, theyve declined. Weve tried to reach out to Driveways supervisor & the dealership itself, nobody is taking/returning our calls. Ive contacted Lithia ****************************** directly. We will most certainly take legal action if necessary. It is against every consumer law to sell a vehicle that is unsafe to drive without disclosing that information.
Business Response
Date: 06/06/2025
6/6/2025

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 return. Please be assured that we take the concerns of our customers very seriously. As part of the agreement accepting the terms of the 7-day Money Back Guarantee, the customer agrees that ******************** will refund all monies associated with purchase of the vehicle less any delivery fees. The issue was addressed by the selling store and communicated clearly that the engine did not need replacement.

Thank you for bringing this to our attention.

Sincerely,
Lithia Driveway Team.
Customer Answer
Date: 06/06/2025

Complaint: 23428428

I am rejecting this response because:
For one, I was rushed into signing the agreement regarding the shipping fee because I was sent a dud vehicle and it spent the entire return period in the mechanics shop. Additionally, Driveway states that all vehicles arrive mechanically functioning and have no safety issues. Instead, I received a mechanically damaged vehicle that was not safe to drive. I agreed to pay shipping on a mechanically functioning vehicle, not one missing the key components (a.k.a. The engine). I actually spoke to the DEALER today, and they agreed that if what my mechanic says about the vehicle is true (when they look at it for themselves), which it is because the whole head gasket is shot, they would urge Driveway to give me my shipping fee back plus all other funds. Additionally, for a business that cares about its consumers, I was supposed to receive a call from a manager or supervisor 5 days ago.. but no response. Plus, they wont respond to my texts or answer my questions. They just ignore me. Driveway is a horrible company and I would highly refrain from doing any business with them. I forgot to add that they continuously blamed the dealer for the entire situation, but my phone call with the dealer was completely different. Overall, Driveway is a poor company who tricks people into signing contracts and sends a poor product so they can make a quick **** (in my opinion, based on my experience). Its shame that Lithia Motors would treat people like this.

Sincerely,

****** ******
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. Please be assured that we take the concerns of our customers very seriously. As part of the agreement accepting the terms of the 7-day Money Back Guarantee, the customer agrees that ******************** will refund all monies associated with purchase of the vehicle less any delivery fees. The vehicle was thoroughly inspected upon its return and determined that a new engine was not needed and only a minor part was needed to resolve the issue.

Thank you for bringing this to our attention.

Sincerely,
Lithia Driveway Team.
Customer Answer
Date: 06/26/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and although I am stating that I do accept the businesss response to resolve this complaint, it is not because of any efforts that this business made. In fact, this business made no efforts to fix this complaint and continued to lie and twist their words throughout our whole process of buying and returning with them. I will never recommend this business to anybody. Not only was the lack of communication terrible, they have no respect for their consumers or their consumers safety. This business is unprofessional and shady to say the least. They pick and choose what they want to respond to and then when they are caught in a lie, they try to twist their words or simply dont respond. Driveway was said to be the middleman between you and a dealership. Throughout our process, they were anything but that. They were absolutely no help in the return process, only in the purchasing process. Are we surprised? For this company being owned by Lithia Motors, it sure goes to show what type of businesses they run and how they really care about their consumers. Never again will we be purchasing from or recommending this company to anyone.

Sincerely,

****** ******
Initial Complaint
Date:05/27/2025
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 purchased a car through driveway.The 2020 ram was at **** of ************* it said mileage ***** when I got the odometer disclosure it said ***** and when I received it which should've been towed but was driven to my house it said ***** on ********** price adjustment was done.I also signed on 4/16/25 I received the truck on 4/21/25 with no plates to drive it.They left it at my house with no way to test it.I finally got the plates on 4/24/25 which is when my 7 days to return is up,a photo of when the temp sticker was written is attached.I now see I have a peeling dashboard leather which is over 2000 dollars for a new dash and 1000 atleast for labor.I also see the exhaust was pieced together underneath with napa aftermarket parts which will cost atleast 2000 for a new exhaust.They said it was detailed but it had food and coffee inside and grass and dirt under the hood and undercarriage, as if it was driven offroad.I have paid the truck in full which was ********.I want 6000dollars for repair assistance at the ram dealer.I will also get it detailed since they lied about that as well.
Customer Answer
Date: 06/11/2025
I purchased a 2020 Ram 1500 Longhorn 4/16/25 from driveway.com.I have called and told them my complaint.The truck has 7 to 8 pieces of pipe welded together that rattles on the exhaust.I want one piece of factory exhaust installed.I was also not told it had peeling and bubbling dashboard leather.I want that repaired.If they can't,I want ******* dollars back to help pay the ram dealership in my area to fix.
Desired Resolution
Repair
Business Response
Date: 06/11/2025
This complaint was submitted to the incorrect company. Driveway ******************* does not sell vehicles, we are a finance company. We believe this complaint may have been meant for Driveway.com. Please redirect the complaint to the correct company.
Customer Answer
Date: 06/11/2025

Complaint: 23380686

I am rejecting this response because:Driveway *************and Driveway.com are ran by the same entity.They all work together.

Sincerely,

****** *******
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 condition and purchase process. Please be assured that we take the concerns of our customers very seriously. The ***** Money Back Guarantee period begins at the date of delivery and provides the time necessary to discover any issues and have them addressed. During this period we reached out to the customer regarding the Mileage and detailing of the unit and were advised that the customer took care of the detailing and did not ask for reimbursement.
Regarding the other issues, these were not brought up until over 1 month after vehicles delivery and could not be sited as an issue present at time of delivery. We are unable to assist.
Thank you for bringing this to our attention.

Sincerely,
Lithia Driveway Team.
Customer Answer
Date: 06/26/2025

Complaint: 23380686

I am rejecting this response because:I never told them I took care of detailing.I was contacted about the mileage but was never offered compensation.The leather and exhaust was not discovered until I drove it within two weeks of receiving license plates.I do not accept these comments as a resolution to a bad purchase experience.Please offer in writing a solution on the bbb site of $6000.00 for repairs or repair with ram parts offer.

Sincerely,

****** *******
Customer Answer
Date: 07/01/2025
I would like repairs done by dealership using oem parts.
Business Response
Date: 07/09/2025
7/9/2025

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 repair request. Please be assured that we take the concerns of our customers very seriously. As stated in our previous response, the issues were not brought up until over 1 month after the vehicles delivery and could not be sited as an issue present at time of delivery. Additionally, the vehicle was not sold with a dealer warranty nor a 3rd party warranty, which was offered during the purchasing/ordering process. We are unable to assist with the repairs at this time.
Thank you for bringing this to our attention.

Sincerely,
Lithia Driveway Team.
Customer Answer
Date: 07/10/2025

Complaint: 23380686

I am rejecting this response because:I was unable to drive the vehicle when delivered because of no plates.The vehicle should not be as is if its over ***** ********** is not a cheap *********** york should have protections in place from undisclosed damages.

Sincerely,

****** *******

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