Business Profile

Online Car Dealers

Driveway.com

This business is NOT BBB Accredited.

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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.

If you've experienced an issue

Submit a Complaint

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:05/25/2025
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.
I first contacted Driveway DW on 3/19/25. We are expecting our 3rd ***** and decided to trade our small SUV for a minivan. ** collected a $500 deposit on 3/19. Hours later I was notified the van ordered was not available. This happened again the next day with a 2nd van. I requested a refund but then found a 3rd van and initial paperwork was completed on 3/21 with a quoted 2-3 week delivery range. Vehicle delivered on 4/16, trade-in picked up on 4/24. Including the $500 deposit we paid $5,000 down and financed the remaining cost after trade-in with Driveway. At this point our transaction was grinding along. We had the vehicle in our possession and a temp tag valid thru 5/13. COMPLAINT: NO TAGS On 5/6 I contacted ** to get status of the transfer of registration and was quoted tags to arrive between 5/9 and 5/16 (paperwork for registration was done on 3/27 and DW confirmed receiving all documents from me on 3/28). On 5/12 I went to my county clerk who had not received registration docs at that point. That week our temp tag expired and I was on the phone with DW daily. I repeatedly followed up about the issuance of a 2nd temp tag (DMV states this must be printed by dealer). At one point I was told by ** to drive the vehicle with expired tags and hope for the best! It seems as if no one at ** (sales, cust svc, registration ***** has any incentive to gather info or solve the issue. Called DW this week on 5/22. No indication was made the dealer had been contacted about a temp tag nor any efforts made to resolve permanent tags. I asked for my case to be escalated, then told via text everyone was in a meeting and have no reply in the 3 days since. On 5/22 I communicated to DW how to make things right: my family needs a legally drivable vehicle (temp tags or rental car) and if not, DW to cover each monthly payment while the vehicle is inoperable. *** business/support model has failed and at this point feels like they are not operating in good faith. -S.A. 5/25/2025
Business Response
Date: 06/02/2025
6/2/25

Re: ******* Ailes inquiry

To whom it may concern,

We are in receipt of your letter, in which you relay the concerns of the consumer regarding their vehicles registration. Please be assured that we take the concerns of our customers very seriously. Our Customer Satisfaction team has been working closely with all parties to resolve this issue. We will continue to work with the customer until the registration is completed.

Thank you for bringing this to our attention.

Sincerely,
Lithia Driveway Team.
Customer Answer
Date: 06/02/2025

Complaint: 23375407

I am rejecting this response because: Customer support has not addressed or responded to request for reimbursement of loan payment while vehicle is unregistered. Driveway has not secured a rental vehicle or new temporary registration while vehicle is unregistered.

Sincerely,

******* *****
Business Response
Date: 06/11/2025
6/11/25

Re: ******* Ailes inquiry

To whom it may concern,

We are in receipt of your letter, in which you relay the concerns of the consumer regarding their vehicles registration. Please be assured that we take the concerns of our customers very seriously. Our Customer Satisfaction team has been working closely with all parties to resolve this issue. We will continue to work with the customer until the registration is completed. We have also issued a refund to the customer for a vehicle payment due to the delays.

Thank you for bringing this to our attention.

Sincerely,
Lithia Driveway Team.
Customer Answer
Date: 06/13/2025

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:05/14/2025
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I traded in my truck to this company for another car, priced at ******. They said they would make the trade and pay me the remaining. I started this deal on 4/25, and have yet to get my payment or registration for the new car. I have contacted multiple people but continue to get ghosted. I want the deal completed.
Business Response
Date: 05/25/2025
This complaint was submitted to the incorrect company. Driveway ******************* does not sell vehicles, nor do we take vehicles for trade. We believe the consumer meant to submit this complaint to ******, or Driveway.com, as the attachments in the complaint appear to be from those companies. Please resubmit the complaint to the correct company.
Customer Answer
Date: 05/26/2025

Complaint: 23328534

I am rejecting this response because: Semantics doesn't work here. I tried to contact the dealer directly and they sent me back to you. Someone owes me 20k, don't really care at this point, send me my check and my REGISTRATION. It has been 32 days.

Sincerely,

****** *********
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 registration and trade equity payment. Please be assured that we take the concerns of our customers very seriously. Registration for the vehicle was sent via UPS on 5/23 and shows as delivered as of 5/27. Additionally, the Equity check on the trade in was to be processed by the selling store. Our team will follow up directly with the customer if there are any issues moving forward.

Thank you for bringing this to our attention.

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

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.
Check received, after receiving the title I will consider the deal finished! Thank you for your reply.

Sincerely,

****** *********
Initial Complaint
Date:05/06/2025
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 having the WORST experience. I ordered a used car from driveway.com that appeared to be in great condition. As soon as the car arrived, we immediately noticed the smell of exhaust, and the car would veer right when driving. We took it to the mechanic and discovered a LONG list of major issues with the car. We were flat-out told the car would not pass state inspection and should not have passed any recent inspection. There were SEVERAL leaks, extensive damage, rust that was causing issues, etc. When I contacted Driveway, I was told that they would be looking into refunding me in FULL, including for the delivery cost. Then, I was transferred to someone else who refused to refund the delivery fee AND forced me to pay an ADDITIONAL delivery fee. The car was COMPLETELY unsafe to drive and the mechanic made it clear there was a strong chance of other issues arising in the near future. More importantly, had Driveway.com arranged for repairs, I would be past the return timeframe of one week since the mechanic said repairs would be awhile. I received only a partial refund, and my loan cancellation was supposedly completed, yet I started receiving messages asking to pay my monthly loan payment. I have contacted Driveway.com to ensure the loan is canceled and they are ignoring me. Multiple times I've been told they'd be in touch. They have not been. I want a refund for EVERYTHING and I NEED this loan to be taken care of. This is beyond unacceptable.
Business Response
Date: 05/16/2025
5/16/2025

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 purchase unwind and refund amount. Please be assured that we take the concerns of our customers very seriously. After our offer to address the vehicle was declined we acted in accordance to the 7-day, 400-mile money back guarantee. Within that agreement, Driveway agrees to refund all monies associated with purchase of the vehicle less any delivery fee. Our team will remain available at *************************************** if there are any questions or concerns regarding this policy.

Thank you for bringing this to our attention.

Sincerely,
Lithia Driveway Team.
Customer Answer
Date: 05/16/2025

Complaint: 23294519

I am rejecting this response because:
1. I do not understand why I was told the refund would be looked into and was then charged (both ways). The car would never have passed inspection in my state, and had Driveway had the work done it would not have been done within the timeframe of being able to return if something else were wrong/not fixed.
2. I have repeatedly reached out to Driveway and even texted someone I had previously been in communication with. REPEATEDLY I was told I would receive a phone call, yet no one has called me in WEEKS. If my loan was canceled, why can't this be confirmed? And why did I receive a message saying I had a payment on my loan that was going to be late?

Sincerely,

******** ******
Business Response
Date: 06/02/2025
6/2/2025

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 purchase unwind and refund amount. Please be assured that we take the concerns of our customers very seriously. Our team agreed to repairs, plus the vehicle would still have its 60-day or ***** mile dealer warranty to account for any additional issues, if the occurred. Due to this offer being refused, the shipping fee as assessed on the proposal was charged. Driveway covered the return shipping charges. All Funding was cancelled with Driveway *******************. Any questions about the request for payment would need to be directed to their customer service team at ************ or ******************************************************************************************

Thank you for bringing this to our attention.

Sincerely,
Lithia Driveway Team.
Initial Complaint
Date:05/06/2025
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.
I purchased a ***** GX 460 from Driveway.com on February 3, 2025. I let the company know that because of my disabled veteran status I should be exempt from paying sales tax on personal vehicles. I was advised that the *** team for my area would verify this exemption and that I would be reimbursed after the sale had been conducted. I have been in contact with representatives from Driveway.com continuously since then on the phone and via e-mail and there still is no confirmation that they have sent me payment for the overpayment of sales tax. To add to the issue, the vehicle has since been paid off and Driveway.com insists on sending payment to the previous lien holder instead of to me directly. I also made $5000 in payment to Driveway for my vehicle purchase via credit card transaction that they are not using as an option to issue a refund.I would like to be reimbursed the $1,639.42 immediately in accordance with the Disabled Veterans Sales and Use Tax Exemption of the *************************************.
Business Response
Date: 05/06/2025
5/6/2025

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 sales tax refund. Please be assured that we take the concerns of our customers very seriously. In accordance to our policies and in parnership with our lending partners, all refunds of monies originally paid through a loan or finance deal must be returned to the payment source, in this case Navy ********************, unless proof of payoff is submitted. Since no proof was provided, a check was cut on April 15th and sent to the lienholder. The check was deposited by them on 4/25. A supervisor of our customer satisfaction team has been in contact with the customer and will remain available if there are additional concerns.

Thank you for bringing this to our attention.

Sincerely,
Lithia Driveway Team.
Initial Complaint
Date:04/25/2025
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.
Same as others have mentioned, i put order for a truck, and after a few days was told it sold. They offered to find a comparable truck. I ordered and there process is very slow, but i finally received the truck. On inspection noticed the truck and been hit in the back, bumper pushed into the rear quarter panel and a large section of paint was missing, leaving bare metal. There answer was " you bought a used truck expect wear and tear" Wear and tear i expect, scratches etc in the paint, but did not expect damage from a accident that was not disclosed. The add stated nothing about damage. They said a 360 photo was included, but on there site you are unable to zoom in to inspect. it did show a **** that was visible, but did not show the bumper was now misaligned and where the bumper was pushed into the rear quarter panel, did not show the dent or the missing paint. I am not asking for the additional issues to be repaired, the scratches in the truck, the damaged front bumper or anything else, but where the bumper is pushed it, it is potentially unsafe to tow anything, and where the paint is missing is a rust concern. The estimate from the body shop was $6900 for everything.
Business Response
Date: 04/25/2025
4/25/2025

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. A member of our Customer Satisfaction Team is working with the customer to facilitate a return in accordance to our 7-day return policy. We will continue to work directly with the customer to resolve this matter.

Thank you for bringing this to our attention.

Sincerely,
Lithia Driveway Team.
Customer Answer
Date: 04/26/2025

Complaint: 23249053

I am rejecting this response because: i dont know why they insist it is a cosmetic blemish. The rear bumper was hit and pushed in. This has caused the tow bar to be misaligned, causing a safety issue if trying to tow a trailer. This more more then cosmetic and was not disclosed in advance.

Sincerely,

****** *******
Customer Answer
Date: 05/02/2025
I returned the vehicle and received most of my deposit back, but they still charged me the $860 delivery fee. If the damage had been disclosed before I ordered the truck, I would not be out the delivery fee, because I would have never purchased vehicle.
Initial Complaint
Date:04/18/2025
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 vehicle on February 14, 2025 from driveway.com. I paid cash and did not use any financing. I have been unable to obtain a physical bill of sale and have not received the title either. My paper plate will be expired in 2 days and I will be unable to drive the vehicle legally. I have no proof that I own the vehicle. I have repeatedly requested documentation of the sale and the company has not complied with my requests.
Business Response
Date: 04/21/2025
4/21/2025

Re: **** Powlen 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 and title work. Please be assured that we take the concerns of our customers very seriously. All DMV paperwork is with our local vendor being processed as a rushed request as we received the final inspection documents from the customer on 4/7. Furthermore, all documents have been sent to the customer via email for the customer to print as needed. Due to the customer using foul and abusive language to our team members a Manager has been assigned as the primary point of contact and has provided his direct line for **** to conduct any follow up. We have been advised that our next update from DMV will occur on Wednesday 4/23.

Thank you for bringing this to our attention.

Sincerely,
Lithia Driveway Team.
Initial Complaint
Date:04/02/2025
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.
On February 28th at 5:52 PM, I ordered a 2019 ****** Crosstrek on Driveway.com (Order No. JA52530), and a ***resentative was assigned to assist me. On March 3rd at 2:56 PM, I submitted my drivers license and insurance. Later that day, at 5:45 PM, I paid a $500 deposit to hold the car. On March 4th, I was told my name wasnt listed on the insurance and needed an insurance binder, which I secured that day. On March 11th, Driveway emailed me E-Sign documents to sign. On March 13th, **** from Driveway emailed that my notarized documents were being sent. On March 14th, Driveway confirmed their arrival. On March 17th, **** texted that my paperwork should have arrived. On March 18th, I told him I needed the documents resent, as I had signed them without a notary by mistake. He never responded. On March 19th at 1:18 PM, I called Driveway. A *** said it was an easy fix and Id be contacted soon. On March 20th, I called again, and they confirmed they had my documents and Id be contactedbut I never heard back. On March 24th, Aleysia from Driveway texted me. I told her I was still waiting for the documents. She said shed speak with their delivery coordinator. On March 28th, ***** from Driveway told me they were still waiting on my documents. I explained I had reached out multiple times, but received no response. On March 30th, I emailed ********************************** to say I was still waiting. On April 2nd at 1:09 PM, I contacted Driveway again. A *** said Aleysia and the care managers would reach out within 30 minutes via phone, text, or email. As of April 2nd at 4:55 PM, I have not been contacted I want my money back from the from the deposit.
Business Response
Date: 04/04/2025
4/3/2025

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 purchase experience with Driveway.com. Please be assured that we take the concerns of our customers very seriously. Out customer satisfaction team as well as the customers assigned agents are working directly with the customer to resolve this matter. We will continue to be available until the customer is satisfied with the final outcome of the deal.

Thank you for bringing this to our attention.

Sincerely,
Lithia Driveway Team.
Initial Complaint
Date:03/11/2025
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.
I purchased a 2020 ***** CX-5 through a driveway dealership. Within 200 miles of driving the car, I had a check engine light. I had to spend $1200 dollars to repair the thermostat. It also came up with a parking brake issue I cannot afford to fix. The car was still under the 60 day warranty, as I purchased it in December of 2024 and the repair was needed in January 2025. They claimed that they would reimburse my money if I provided them with the error code. I gave them all the information I had (including the error code). I have never got a response back or reimbursed for my payment to repair the car. I will give the documents including the warranty and the mechanic receipt when I receive a reply.
Business Response
Date: 03/19/2025
3/19/2025

Re: ******* McMillan 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 after delivery and subsequent warranty claim. Please be assured that we take the concerns of our customers very seriously. On January 6th we advised the customer that a full diagnosis from a certified mechanic was needed in order to submit a warranty claim. Communication with the customer has occurred since then and no such diagnosis was provided. Our 60-day warranty allows for a reasonable time to get this, in order to still be covered, but it has been over 2 months and no documentation was provided. We will continue to be available to discuss this with the customer directly but cannot guarantee coverages due to the lapsed time.

Thank you for bringing this to our attention.

Sincerely,
Lithia Driveway Team.
Customer Answer
Date: 03/19/2025

Complaint: 23051849

I am rejecting this response because:
I have attached the screenshots showing that I sent him the mechanic bill and the EXACT ERROR CODE SHOWN ON THE CAR. I gave you everything you asked for and was never given my money or even told if a faulty thermostat was covered under the warranty.
Sincerely,

******* ********
Business Response
Date: 04/03/2025
4/3/2025

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 repairs. Please be assured that we take the concerns of our customers very seriously. As such, we have reached out to them directly to address their concern.

Thank you for bringing this to our attention.

Sincerely,
Lithia Driveway Team.
Initial Complaint
Date:02/27/2025
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.
On 02/25/25 I came across a car I wanted to purchase on driveway.com. After submitting an offer I immediately got a response. I spoke with a rep, ********** who guided me through the process. I submitted all my pertinent info & qualified for a loan. At that point they processed a $500 deposit on the vehicle. I was then told Id hear back from them the next day around 11am. Once 1:30pm came I called back. I was notified the car was already sold. At that point they gave me two options: they keep the money and I keep looking for a car or I get a refund. I told them Id like a refund. Later that night I saw the refund in my account as pending. The next day it was gone. At this point I did a charge back on my debit card and reported them for fraud. I have emailed several times asking for a letter stating the car was not available and that I would get a refund AS THEY STATED I WOULD. I have nothing. No money. No letter as of 02/27/25.
Business Response
Date: 03/03/2025
3/3/2025

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 refund. Please be assured that we take the concerns of our customers very seriously. We strive to keep our inventory up to date, but because Driveway operates on a first-come, first-served basis, we cannot guarantee availability of any particular vehicle until a purchase is finalized. Upon notification of the vehicle being unavailable and the customer opting to receive a refund, we initiated this process and provided them a receipt showing that we issued a credit.
A pending return being show on the customers banking platform and sudden disappearance would be on that financial institution. Once funds are credited back, we are unable to reverse that credit without asking the customer to resubmit the payment. Our team will monitor closely and respond to any chargeback accordingly. We will also remain available to the customer to explain further or provide additional assistance should they need at ************************************************************
Thank you for bringing this to our attention.

Sincerely,
Lithia Driveway Team.
Initial Complaint
Date:02/18/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing a complaint against Driveway.com for misleading practices and poor customer service during my attempted vehicle sale. They wasted my time, collected my personal information, and failed to complete the process as promised.I was assured by their representative, ********* that selling my 2022 ******* Elantra SEL would be "quick and easy." I provided all requested information, including personal details, mailing and pickup addresses, vehicle photos, and the last four digits of my Social Security number. I also completed a virtual inspection and received a final offer.After extensive back-and-forth communication, I was suddenly informed that Driveway.com does not have a ******* contact and could not proceed with the transaction. This was despite knowing from the beginning that I was selling a ******* lease. Their failure to verify eligibility earlier caused unnecessary frustration and wasted effort.Key issues with Driveway.com:Misleading Promises: They claimed to handle lease buyouts but later said they could not.Wasted Time and Effort: I completed all requested steps only to be denied service.Poor Communication: The representative did not verify eligibility before proceeding.Unnecessary Data Collection: My personal information was gathered without delivering the promised service.I urge the BBB to investigate Driveway.com for deceptive practices. I request that Driveway.com acknowledge their failure, take corrective measures, and ensure the protection of customer data.I expect a prompt response and appropriate action. Thank you for your attention.
Business Response
Date: 02/19/2025
2/19/2025

Re: ***** ***** inquiry

To whom it may concern,

We are in receipt of your letter, in which you relay the concerns of the consumer regarding the sale of their vehicle to Driveway.com. Please be assured that we take the concerns of our customers very seriously. At the time of the transaction, our partnership with a ******* Dealer to purchase in leases was in transition and a suitable replacement had not yet been identified. We have rectified this issue as of today. A member of our Senior Operations Leadership team reached out directly to the consumer to address the issue and advise that we can proceed and provided additional resolution in the event the consumer would like to wait until they have found a suitable replacement vehicle. We hope these efforts will show our care for the customer and their time. Furthermore, we will remain committed to supporting the customer should any other issues arise.

Thank you for bringing this to our attention.

Sincerely,
Lithia Driveway Team.
Customer Answer
Date: 02/19/2025

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,

***** *****

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Driveway.com is NOT a BBB Accredited Business.