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:12/12/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a car from driveway and it was delivered last month. The very first week the engine light turned on. I was told to take it to the dealer since it was still under factory warranty. I had 7 days and 400 miles to test drive the ******'s now been two weeks that I've had the car and it's spent more time in the shop than me driving it. I called and they said the sale was final. I want a refund or an exchange. I've only put 200 miles on this car.
Business Response
Date: 12/12/2024
12/12/2024

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 2023 Chevrolet Equinox purchased through Driveway.com. Please be assured that we take the concerns of our customers very seriously. When the customer called about the issue on 11/22, the 7th day of the test period, we advised that the vehicle was under manufacturer warranty and that we would extend the 7-day period to allow for the diagnosis of the issue. Based on the provided invoices, there was a covered issue diagnosed and fixed on 11/25. No communication was made to Driveway after this date to initiate a return. Even after the vehicle was taken in again for a warranty covered item there was no communication from the customer until today 12/12. At this time we are unable to process a return of the vehicle as we are outside of the trial period. Regardless, a member of our Customer Satisfaction leadership team will be reaching out to discuss this issue further and find an amicable resolution.

Thank you for bringing this to our attention.

Sincerely,
Lithia Driveway Team.
Initial Complaint
Date:12/09/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
12/8/2024 Applied for a car loan on a ***** through Driveway Got approved for the loan quickly and was asked to provide $500 of my intended $4000 down payment as a sort of "place holder" because sometimes the vehicle is sold at the lot it resides prior to Driveway pulling it from the lot. I didn't see this as a problem because I intended to buy the car and I was ensured doing this would most certainly prevent that from happening. This morning I was informed that the car I had put the deposit on was no longer available and that I should just leave the money in their system and look for another car of similar value. I did no want to do this because I would be forced to buy a car I didn't want due to their poor business practices and slow moving system. I instead requested that they return my deposit and asked that they remove the hard check from my credit report since they did nothing for me and only negatively impacted my credit score. They were reluctant to return my deposit, but due to my vehemence they eventually said they would have it returned. They would not remove the hard check on my credit, which will now affect my attempt at purchasing a car through another service. This process that is involved in buying a car should never allow for one to get a hard credit check without first ensuring the car will not be sold prior to my attempt to purchase. This is bad business practice and I will never be working with such a type of business again due to their shady system.
Business Response
Date: 12/10/2024
12/10/2024

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 purchasing experience. 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. We also rely on direct communication with the selling dealership when we have all documents collected and funding secured. In this instance, the store was selling the vehicle as we were collecting this with the customer.
A credit check is a necessary part of securing financing and is therefore unable to be removed as the check was agreed upon by the customer. While we know that the ultimate outcome was unfavorable, a full refund has been issued. Additionally, per our research, the 3 biggest credit bureaus will treat multiple inquiries as one if they occur within a ********************************************************************************************************************** a credit score.
Our dedicated sales and customer support teams remain available to the customer if there are any additional questions or concerns. They can be reached at ************

Thank you for bringing this to our attention.

Sincerely,
Lithia Driveway Team.
Customer Answer
Date: 12/10/2024

Complaint: 22663946

I am rejecting this response because:
I am well aware the a credit check is necessary in order to qualify to purchase a car. However I find it ridiculous that a company would not begin holding a car that I am interested in prior to that approval. If I go to a local dealership, they wouldnt sell a car right from underneath my feet while Im being approved for a loan. They would hold it while Im there until I get that approval and not essentially fake sell me a car that they said was available. I find this business practice to be very inefficient if being approved for a loan and placing a deposit on the car only gets me a slim-to-none chance at actually getting the car. I have done research of my own on the affects of having multiple hard checks in a short span of time, and all signs indicate having more than 3 hard checks prior to being 25 can greatly impact your chances on obtaining a house loan and/or rental insurance approval. I am only 21 years old so having used my first hard check and not getting anything out of it is severely detrimental to my future. I still require that the hard check be removed because I dont believe this was a justifiable response.
Sincerely,

****** ****
Initial Complaint
Date:10/28/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On September 25th 2024, I purchased a used 2016 ***** CX-5 from Driveway.com, on October 3rd 2024, I received the vehicle and took it to get emissions testing as required by state law for registration. The dealership that works with Driveway.com is DCH **** of *********, ** and as such, I was provided with a New Jersey temporary license plate expiring October ******************* registration fee was $899 for Driveway.com to handle the process. I called on October 23rd 2024 requesting the status of my vehicles registration and did not get an answer from ****** who claimed that it should be handled by Tuesday the 29th of October. Today is the 28th of October and I have called my state DMV and they said that they have no record of my registration. I called Driveway.com back and **** said that they cannot provide me another temp tag but I should be receiving my permanent plates by the 7th. Being that this is my only method of transportation I will not legally be able to drive my car once the 31st hits and after explaining this to **** he said Keep a copy of your signed contract in the car and if you get pulled over for lack of registration, driveway will cover any citation costs I refuse to blemish my driving record due to a companys negligence and I am asking for a resolution immediately. I cannot attain a title to get a temporary tag from my home state without the title which Driveway.com has.
Business Response
Date: 10/29/2024
10/29/2024

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 title. Please be assured that we take the concerns of our customers very seriously. As part of our FAQ we have listed the average processing time for *** within each state. For Connecticut that timeline is 2-6 weeks after delivery of the vehicle. This timeframe can be different if a rejection is received from the state as was the case for this deal as we did not have the updated insurance card showing the *****. This has been received from the customer and will be sent directly to the state to finalize the *** paperwork.
Our care team will remain available to assist the customer and address this directly.

Thank you for bringing this to our attention.

Sincerely,
Lithia Driveway Team.
Customer Answer
Date: 10/29/2024

Complaint: 22482780

I am rejecting this response because:
I was asked for verification of Insurance as well as my state emissions test on October 3rd 2024, by **** **** of Lithia
I sent them over same day. My documents were submitted on the 17th which is 2 weeks beyond when I sent them in the first place. If the timeline is between 2-6 weeks, and Driveway took an additional 2 weeks to submit them to my states DMV. If they were rejected I certainly was not notified of such. There has been no offer of resolution. I am still risking having no available transportation due to Driveways negligence.

Sincerely,

****** ********
Business Response
Date: 11/12/2024
11/12/2024

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 plates. Please be assured that we take the concerns of our customers very seriously. At this time, We covered several days of a rental vehicle to ensure Ms. ******** had available transportation. As of this moment Tracking shows the plates and registration to be delivered today via UPS: 1ZY308V11394274076. If there are any further concerns from the customer our care team will remain available to assist.

Thank you for bringing this to our attention.

Sincerely,
Lithia Driveway Team.
Customer Answer
Date: 11/12/2024

Better Business Bureau:

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

Sincerely,

****** ********
Initial Complaint
Date:10/24/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I initiated the purchase of a used 2016 **** F-150 from Driveway on September 22nd. The purchasing process was straightforward and easy.I received the vehicle on October 15th, but its condition was alarming. It had bald tires, low oil, improperly installed windshield wipers (which even flew off while I was driving), and the brakes were squeaking.I reached out to Driveway via chat on October 15th or 16th, and was told someone would contact me within 24 hours, but I never received a call. I also attempted to reach out to my initial sales agent, but received no response.On October 20th, I called and spoke with a representative who said he would contact the selling dealership to see what could be done.On October 24th, Driveway informed me that the dealership would not cover the cost of new tires, and Driveway also stated they would not assist.Given the unsafe condition of the vehicle, I consulted a local dealership, who confirmed that selling a vehicle in such a state is illegal.Despite my efforts to communicate, Driveway has ignored all my messages and has not offered any assistance.
Business Response
Date: 10/29/2024
10/29/2024

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. Upon review of the case. Necessary disclosures on the tires were made directly to the consumer from the dealership. While not explicitly approved, no further communication was made from the customer until after they had accepted delivery of the vehicle in that state and had had the vehicle for a few days. We acknowledge though that there were better opportunities to address this issue and the other issues brought up to Driveway and we are currently communicating directly with the customer on resolution options.

Thank you for bringing this to our attention.

Sincerely,
Lithia Driveway Team.
Initial Complaint
Date:10/21/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed a purchase agreement with driveway on September 28th and purchased car insurance on the 27th. I signed and sent back my title paperwork on October 1st when I received them on the same day. I have been going back and forth with them about getting my vehicle for almost a month for them to tell me that my legal and valid contract has been canceled as of the 7th of October. They informed me that the manager notated that he spoke with me and I said I didnt want to continue with the process but he never spoke with me at all until I called trying to see why or how my order was canceled if I have a contract and insurance on this vehicle. I also spoke to someone today through chat and they told me that since the vehicle was never delivered/picked up that my contract was voided out but cannot show me where it states that on any paperwork and also stated that it was issues with my bank when I was going through them.
Business Response
Date: 10/29/2024
10/29/2024

Re: Yaequita ******* inquiry

To whom it may concern,

We are in receipt of your letter, in which you relay the concerns of the consumer regarding their transaction with Driveway.com. Please be assured that we take the concerns of our customers very seriously. on 9/28 contracts and other documents to finalize the purchase of the vehicle were sent to Ms. ******* for esignatures. Ms ******* signed these documents with " Without Recourse Pay to the order of Yaequita ******* by Yaequita *******-Agent."
Several days of communications followed with extended phone calls on the 1st of October and again on the 2nd. On 10/3 the sales manager wrote the following email:
The loan you are are applying for is recourse loan. That mean if terms are not meant the lender can take action in attempt to collect the debt owned. Buy signing without recourse you are essentially saying you are not responsible if terms are not met and the lender assumes all the risk. None of are lenders will accept extra verbiage on the Law contract. If you will only sign with the extra verbiage we will not have valid contract and can not move forward with the deal.
this email included specific verbiage highlighted within the attached contract that implies recourse. After a few days of no contact from Ms ******** a refund request was made and the deal was closed. All funds payed to Driveway were refunded back to the original payment method.

Thank you for bringing this to our attention.

Sincerely,
Lithia Driveway Team.
Customer Answer
Date: 10/29/2024

Complaint: 22455205

I am rejecting this response because:
I never requested a refund and the items that were highlighteded did not say that the contract was a for recourse because contracts so not have verbiage stating that and I asked numerous times for it and they could never show where it said this is a for recourse contract and that your indorsement is incorrect and will not be accepted

Sincerely,

Yaequita *******
Initial Complaint
Date:10/15/2024
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 live in ***** and I purchased an used car from an online dealer Driveway on July 19th 2024. And now after almost 3 months I still don't get the vehicle title and registration from Driveway. They told me they don't have the title and ask me to wait forever. And they ignored all my requests and just keep my case hanging there. Now I have run out of the temporary tags I can get and can't drive the vehicle after a week. And they refuse to provide me any further solutions. At this point I don't think they can provide me the title. I'm asking for either the legal title or they take the car back and refund me.
Business Response
Date: 10/29/2024
10/29/2024

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 vehicles registration. Please be assured that we take the concerns of our customers very seriously. Our *** team has been working with the selling dealership and their partners to process this title. Unfortunately a duplicate title had to be issued which has caused the delayed timeframes. Our ************* team has been working closely with Mr. ***** to resolve this issue and ensure the consumer is not without a vehicle. As such, a rental vehicle is being provided at no cost to the customer until this issue is resolved.

Thank you for bringing this to our attention.

Sincerely,
Lithia Driveway Team.
Customer Answer
Date: 11/04/2024

Better Business Bureau:

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

Sincerely,

***** *****
Customer Answer
Date: 11/18/2024
Previously I filed a complaint to Driveway and was assigned ID ******** and it was closed previously due to respond from Driveway. But however the business (Driveway) fails to follow through with the agreed resolution. It has been almost 4 months now and still they are not giving me the title/registration.
Business Response
Date: 11/19/2024
11/19/2024

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 plates and registration. Please be assured that we take the concerns of our customers very seriously. At this time the paperwork is with our title processor in ** and we anticipate the plates and registration to be completed soon. We are monitoring this daily. In the meantime, we have extended the rental vehicle provided to the consumer at no cost to them. We will continue to work towards complete customer satisfaction.

Thank you for bringing this to our attention.

Sincerely,
Lithia Driveway Team.
Customer Answer
Date: 11/20/2024

Complaint: 22428145

I am rejecting this response because: I still haven't got my registration/plate and title after 4 months from the day I purchased the vehicle from Driveway with full price paid. I am not going to close this complaint until the issue is resolved by the business.

Sincerely,

***** *****
Business Response
Date: 11/25/2024
11/25/2024

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 vehicles registration. Please be assured that we take the concerns of our customers very seriously. The state has completed the registration. We are awaiting receipt of the plate and registration to forward to the customer. As stated previously we will continue to cover the cost of the rental vehicle until the registration is received by the customer. Once available, tracking will be sent to the customer.

Thank you for bringing this to our attention.

Sincerely,
Lithia Driveway Team.
Customer Answer
Date: 11/26/2024

Complaint: 22428145

I am rejecting this response because: I have not received the registration and title yet, after 4 months purchasing the car from Driveway.

Sincerely,

***** *****
Customer Answer
Date: 12/06/2024
The issue is not resolved by Driveway.com.
On Dec 2nd, the business told me they registered the car but somehow the agency they hired lost the plate and window sticker. So they can't give me the official plate. And I have 2 options: either wait for them to further resolve it or I go to get a replacement plate myself. Given how unreliable and how slow they proceed I choose to go get the replacement plate myself in my county clerk office(and paid for it).
Although I got my plate, the county clerk officer told me the title was rejected by DMV, with unknown reason. And they told me to ask Driveway to resolve it and get the title to me. However Driveway's response is that I need to do another inspection of the car and take the report to DMV so the title can be released. I refused because 1. I don't know whether it's the real reason (inspection report) 2. I spent too much time in DMV for this matter and it's Driveway's responsibility to get me the title. So I told them I can help to get the car inspected and mail the report to them and Driveway can get me the title. However Driveway's excuse is that the mail could be lost (how rediculous is that excuse ?) and they can't help, I need to go to DMV myself. So up until now (137 days after I purchased this car), I still not having my title.
Business Response
Date: 12/19/2024
12/19/2024

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 vehicles registration. Please be assured that we take the concerns of our customers very seriously. Our ************* leadership team has been reviewing Mr. ******* case and believe we have a resolution that would not require Mr. ***** to go to the *** again. As such we will be reaching out to discuss these options and resolve this issue.

Thank you for bringing this to our attention.

Sincerely,
Lithia Driveway Team.
Customer Answer
Date: 01/09/2025

Complaint: 22428145

I am rejecting this response because: Driveway is indeed working on getting me the title. But I still didn't get it. And they didn't provide the timeline yet.

Sincerely,

***** *****
Customer Answer
Date: 01/19/2025
I have not received the title from DMV yet.
Business Response
Date: 01/29/2025
1/29/2024

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 title not yet arriving. Please be assured that we take the concerns of our customers very seriously. We advised Mr. ***** that the state will send the title directly too him at the address on file. We have no ability to track when this is sent. We advise that the customer call their DMV for relevant updates.

Thank you for bringing this to our attention.

Sincerely,
Lithia Driveway Team.
Customer Answer
Date: 02/03/2025

Complaint: 22428145

I am rejecting this response because: I still have not received my title yet. Would like to keep this open until I got my title.

Sincerely,

***** *****
Customer Answer
Date: 02/21/2025
Received title.
Initial Complaint
Date:10/15/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear BBB,I am writing to file a formal complaint against Driveway.com and Lithia Motors regarding a vehicle purchase that has been nothing short of a nightmare. The process began on August 20, 2024, and since then, I have encountered multiple unresolved issues, poor customer service, and a lack of accountability.Timeline of events:August 20, 2024: Began the purchase process.August 27, 2024: ************ issued payment.August 29, 2024: Paid a $500 deposit (supposedly refundable).September 4, 2024: Received delayed pictures of the vehicle, no information that the car could possibly have issues.September 12, 2024: Vehicle delivered with missing roof rails. Contacted Akiree, who promised to resolve it.September 13, 2024: Vehicle had low fuel, no coolant, and broke down while smoking while I was on the expressway with my children at 10:40 at night. The car was towed to ********** for diagnostics.September 16, 2024: ********** found a major coolant leak, incorrect battery, and missing battery cover. Driveway refused to replace the battery.On Saturday September 28, the check was received because driveway had to mail a check. My husband picked up the vehicle. I was out of the country so the vehicle stayed parked until Thursday October 3rd. On October 3 I got in the car and drove it for the first time since getting it picked up - I was heading to ******* from *********** as Im driving the car began to drive weird and jerk. I was about 20 Miles outside of ***********. I immediately called driveway because I was TERRIFIED.Returned to Land Rover, where they found a misfire and spark plug issues. Driveway only agreed to cover half the repair costs.October 15, 2024: Still without a functioning vehicle, no $500 refund, and no resolution.Throughout this ordeal, my "advocate" **** showed no compassion or urgency. I've made car payments and paid for insurance on a vehicle I've never been able to use. This has been one of the worst experiences of my life.
Business Response
Date: 10/16/2024
10/16/2024

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 vehicles mechanical condition. Please be assured that we take the concerns of our customers very seriously. Our ************** team is in talks with the customer regarding this issue and are working toward resolution. As such, we will continue to reach out to them directly to address their concern.

Thank you for bringing this to our attention.

Sincerely,
Lithia Driveway Team.
Customer Answer
Date: 10/16/2024

Complaint: 22423391

I am rejecting this response because:
I am writing to address the ongoing issue regarding the rental car coverage and repairs for the vehicle we purchased through Driveway. Despite your team's recent communication, it is unacceptable that the company has refused to cover the full cost of the rental vehicle for the time we have been without our car.
Initially, we were informed that the rental would be covered. Today, we were told coverage was up to October 10th, and then October 11th, yet at no point were we informed that the rental period would end before we received our vehicle back. I have requested documentation to show when we were told this, but none has been provided.
Furthermore, we have yet to receive the check for the vehicle repairs. Driveway representatives also indicated that we could choose between having the maintenance or rental covered, which is unacceptable given that, had we received our car back in working condition, we would not require a rental in the first place.
To date, we have not had possession of the vehicle for even five consecutive days, despite it being delivered over a month ago. This situation is causing unnecessary inconvenience and financial burden on us as customers.
Attached, you will find text messages from the manager representing your organization, confirming these details.
I look forward to an immediate resolution to this matter. Please confirm in writing how the company will rectify these issues as soon as possible.

Sincerely,

******* *******-*****
Business Response
Date: 10/29/2024
10/29/2024
Re: ******* *******-Banks 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. Please be assured that we take the concerns of our customers very seriously. Our Management team has been working with the consumer regarding the issues mentioned and have resolved to allow the vehicle to be returned at no cost to the customer. This is outside of our normal ***** money back guarantee. Regarding the rental, Driveway disclosed to the customer that we would only cover the rental while the vehicle was being repaired which was 10/3 to 10/11. The customer chose not to pick up their vehicle from the repair facility after our coverage of the rental. We will continue to work with the customer while the unwind is finalized and if they choose to select a new vehicle through us.

Thank you for bringing this to our attention.

Sincerely,
Lithia Driveway Team.
Initial Complaint
Date:10/11/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I recently sold my 2015 ***** civic to driveway.com which for the most part was pretty straightforward and easy. I was told that once my car was picked up by their driver I would receive payment immediately but was later told they were having problems with their electronic payment system so I would have to be overnighted a check as soon as I sent them a picture of the vehicle being loaded onto their drivers ******** car was picked up by their driver on 10/8/24 and I was told a check would be overnighted to me and I would receive it the next day on 10/9/24. Its now 10/11/24 and the tracking number they provided still shows the check has not been shipped. I spoke to driveway on and off all day yesterday and finally they said they werent sure where the check or envelope is. Later that evening I got a text from driveway saying they had found the check and it was being mailed out on 10/10/24. Its now 10/11/24 and the tracking still has not updated.Driveway.com agreed to pay me next day for my vehicle and has failed to uphold their end of our buyer/seller contract. My car is gone and I havent been paid and they just keep stalling and promising the check is being mailed but never actually do it.
Customer Answer
Date: 10/11/2024

Better Business Bureau:

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

Sincerely,

***** ******
Initial Complaint
Date:10/03/2024
Type:Delivery 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 car online through driveway and they have not fulfilled their end of the agreement. I purchased the car on September 16th and have not received delivery and they have not kept me updated. Every time I speak with some one i get a different answer as to what is taking so long. I have been lied to multiple times and they still cannot tell me when my vehicle will be delivered
Business Response
Date: 10/04/2024
10/4/2024

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 delivery. Please be assured that we take the concerns of our customers very seriously. We were informed by the customer this morning that the vehicle was delivered last night. Our Care team will remain available should the customer need any additional assistance.

Thank you for bringing this to our attention.

Sincerely,
Lithia Driveway Team.
Customer Answer
Date: 10/04/2024

Better Business Bureau:

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

Sincerely,

****** *******
Initial Complaint
Date:09/26/2024
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 vehicle from this company and they charged me a total of $4,135.86 for the taxes and *** fees. The total taxes and *** fees that actually paid on my behalf is ********. They refuse to refund me the difference stating that this goes to a PTA fee that no one is willing to explain and they have already charged me $1,199 in documentation fees and $620 in shipping fees. I think these are hidden fees that they include in the *** fees. I just wondering how many people they done this to. I am a financial person by trade so I picked up on it.
Business Response
Date: 09/29/2024
This complaint was submitted to the incorrect company. Please redirect the complaint to Driveway.com, not Driveway *******************; we are two separate entities. Driveway ******************* does not sell cars, nor do we process DMV or tax transactions for the vehicles we finance.
Business Response
Date: 10/04/2024
10/4/2024
Re: ********** Ruffin 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 purchase agreement. Please be assured that we take the concerns of our customers very seriously. We have spoken to Ms. ****** many times regarding this. The attached proposal is only an estimate of the fees. All final fees are shown on the purchase agreement which is attached. This agreement was signed by all parties showing their agreement to the terms as outlined. We have attempted to communicate this to the consumer and they continue to escalate this matter. We will remain available as needed to explain the fees and process but again they were agreed to by the customer as seen in the attached purchase proposal.

Thank you for bringing this to our attention.

Sincerely,
Lithia Driveway Team.
Customer Answer
Date: 10/14/2024

Complaint: 22346836

I am rejecting this response because: the additional fee was not explained to me in our original agreement, it was put under DMV fees which is not a DMV fee. I already paid them $1199.00 in fees which should have covered all fees associated with the purchase of this vehicle. This fee is a hidden fee that should be explained to the consumer and given the option to accept or not. I asked for an explanation of this after I discovered that it was charged. No one could explain. I feel like as a senior citizen I was taken advantage of with these hidden fees.

Sincerely,

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

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