Complaints

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

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  Driveway.com

  275 E 5th St Medford, OR 97501-6007

• 

  Driveway.com

  150 N Bartlett St Medford, OR 97501-6032

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/22/2024

  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.

  Received an approval through driveway.com for a black 2019 *********************. ****** ****** was the woman I spoke with from driveway stated I was approved did not need a trade in. Then after I signed the loan term document. They said the vehicle was sold. Then she continued to have me fill out credit applications for other suvs. Then stated I needed a trade in for all the other ones. I had filled out credit apps for. I would like to come in and talk to someone at the ****************************** location, because I would like to show someone the text message correspondence. I have with the ****** ****** woman.

  Business Response

  Date: 09/24/2024

  9/24/2024
  
  Re: ******** Nye inquiry
  
  To whom it may concern,
  
  We are in receipt of your letter, in which you relay the concerns of the consumer regarding the vehicle availability on Driveway.com.  Please be assured that we take the concerns of our customers very seriously. As is noted in our FAQ page: 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. If the vehicle of your choice becomes unavailable, our expert Driveway *********** agents will be happy to assist you in finding other similar vehicles to meet your needs. However, the terms of the transaction may differ due to price, add-ons, and lender requirements.  As such, our team will remain available to the customer to address these concerns and hopefully find a vehicle and terms that are agreeable by the customer. If there are any additional concerns we encourage the customer to reach us at ************************************************************ 
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

• Initial Complaint

  Date:09/09/2024

  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.

  Started looking for a vehicle online in July 2024. Saw a vehicle I liked, filled out the paperwork and paid the deposit. Heard nothing more from the company. I called a few times only to be transferred and transferred and no real answer. Finally got ahold of a good employee and they informed me the vehicle was already sold. They sold me a vehicle that was already sold! I then asked for a refund and they told me that I could not get a refund that they would HAVE to charge me for shipping! Like what you sold the car to someone else that isnt my issue thats a violation of the contract we both signed. At this point Im over driveway and just looked for another vehicle with them thinking it would be better. Found another vehicle the end of that week. Filled out the paperwork and waited, received email and text stating that only one more thing have to be finished to get delivery. Still nothing. Driveway is wanting $500 more so that was paid and receipt was shown for funds sent. 5 days later they say they didnt receive it. The vehicle was picked up from the dealership and I have no clue where its at. Today I got a statement from the lender with my first payment coming up. Like what I havent even got the car, driveway wont give it to me and I own it already. The bank says that driveway should have given me possession already. Driveway got the title paperwork wrong 3x which had to be resent and re notarized at my expense THREE TIMES. Its been almost a month now and I still dont have my vehicle which I was charged $1200 for shipping. Total of $20900 and I dont know where the vehicle is and if I will ever get it because all driveway says is were waiting on one more item which was finished 2 weeks ago. DONT WASTE YOUR MONEY

  Business Response

  Date: 09/16/2024

  9/16/2024
  
  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 vehicle purchase.  Please be assured that we take the concerns of our customers very seriously. Our team has been working diligently with Mr. ***** regarding the transaction. The delay in delivery was due to how the remainder of down payment funds was made. We have been able to address this issue directly with the customer. We will continue to communicate directly with the customer to address any other concerns if they arise. 
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

• Initial Complaint

  Date:09/09/2024

  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 selected and ordered a vehicle from ******/Driveway, they said there was no reported damage, however, upon arrival, I could instantly see that there definitely was some kind of( very sloppy) repair done to the passenger side and front of hood, I contacted them immediately to report this, ( the delivery driver also had pictures) and took to a body shop for an estimate, which was over $6200.00 worth of repairs that needed done. I decided to not keep the vehicle, they do accept returns within a week, as they stated, minus the shipping charge, which was $620. My dispute it that I should not have to pay that because they did not disclose these issues prior to my purchase, ( they also were to send me updated pictures before delivery), even though these damages were not reported, anyone could see the obvious problems with the horrible paint job, the paint didnt match ( the car is a red color, the new paint has an orange hew to it), the mirror wasnt removed so the paint was literally dripping down the side of door, the trim wasnt removed as it was peeling off and the front part of hood was also painted in that orangish color, which is very difficult to see in the pictures, but I do have an email of the estimate which explains all the faults. I spoke with *****, who is apparently in charge of my case, she said I will not be refunded the delivery fee because of a document I signed, I believe that because of the dishonesty, that voids that contract and I should receive a total refund of ALL monies paid to them. Which is a TOTAL of *********, they said they will issue all except the $620 delivery fee. I paid this all in cash, than I had to, now, take out a Loan, with interest , for another vehicle that I had to drive over a hundred miles one way to get as I was now out of a car! Please help me. Thank you

  Business Response

  Date: 09/16/2024

  9/16/2024
  
  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 vehicle's return and refund.  Please be assured that we take the concerns of our customers very seriously. As stated in the complaint, Driveway offers a 7-day or 400 mile money back guarantee. Within the agreement signed by the customer it states that ******************** will refund all monies less the delivery fee. While unfortunate that the customer felt the need to use the return agreement, Driveway followed all promises as set in the guarantee. If the customer has any additional concerns we encourage them to reach us directly at *****************************************************************. 
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22260529
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 09/25/2024

  Hello, thank you for responding to my email. As I stated previously, I did not know that I had to state my case again since I had already written a detailed letter and response to the company and yourself, I do want to reopen this case and hopefully resolve it with getting a return of my delivery fee of $620 because I was not informed of the over $6000 damage to this vehicle and was never given the opportunity to look for another vehicle, which I believe should void that contract, signed by myself, stating that they would return all my monies minus the delivery fee since they did not disclose the damage to this vehicle to me prior to delivery.

  Thank you

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

  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 purchase through Driveway.com.  Please be assured that we take the concerns of our customers very seriously. As has been previously communicated the guarantee signed stipulates that Driveway will return all monies less any applicable delivery fees.  Regarding the damage to the vehicle, our team was only provided pictures of the damages as shown by Ms. ******** Unfortunately, we were never provided the repair quote showing the damages and work needed to repair them in order to facilitate any repairs, instead Ms. ******* opted to return the vehicle thus we completed the guarantee as prescribed.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

  Customer Answer

  Date: 10/06/2024

   
  Complaint: 22260529
  
  I am rejecting this response because:

  As I stated earlier, 
  I was never informed of the damage to this vehicle thus I wasnt able to select a different vehicle without any damage. Regarding the quote to be repaired, I did inform the person (*****) in charge of my case of the quote, that was over $6000, which I will attach as I wasnt informed to do so by her. I (still) feel that because I was not given the opportunity to search for a vehicle of my choosing that didnt have any damage, that the contract was voided/ breached on their part, meaning I should not have to pay the   shipping costs.  I have attached the estimate of repairs. I believe that since I had no choice or option in getting a vehicle without any issues, I should be reimbursed  the $620 fee. 
  thank you. 
  Sincerely,
  
  ****** *******

  Business Response

  Date: 10/22/2024

  10/22/2024
  
  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 purchased through Driveway.com.  Please be assured that we take the concerns of our customers very seriously. As has been previously communicated the guarantee signed stipulates that Driveway will return all monies less any applicable delivery fees. While unfortunate that there was damage on the vehicle not disclosed to either Driveway or the customer, this does not ****** the contract nor the 7-day money back guarantee. The $6,000 repair bill provided is also not representative of the damage, the paint concerns brought up to us by the customer are localized to the door of the vehicle but the repair bill has work being done to the hood, front and rear fenders, and the roof. in consideration of the issues we would have offered $150 for a new interior detail and a color match paint pen. We will extend this offer to the customer to move this complaint to resolved. If the customer wishes to accept this offer please email ************************* with a current mailing address and a check will be sent.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

  Customer Answer

  Date: 10/29/2024

  I just received your email about responding to my complaint, I have been away on an emergency and I am now able to reply, I was told I had one week, today is still one week as the day is not over. Please informdriveway.com that I will have to file a small claims lawsuit if they do not return my $620 delivery fee.

• Initial Complaint

  Date:08/31/2024

  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 purchased a vehicle with driveway on 8/3/24, I was advised I needed to get my own inspection completed which I did and mailed the inspection report to driveway, I have reached out several times regarding my temp tag expiring on 9/1/24. As of today 8/31/24 I was advised by ********* at driveway I need to purchase a new temp tag as they will not be issuing a new one and in order to do so I need to have another inspection done on my car. I am now lead to believe they have not filed for the registration of my vehicle and would like to have this issue resolved.

  Business Response

  Date: 09/04/2024

  9/4/2024
  
  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's Registration.  Please be assured that we take the concerns of our customers very seriously. On our website, we have listed the average processing times for DMV work by state. For *****, this ranges from 2-16 weeks from delivery due to fluctuations from County to County. However, Based on our notes, the plates and registration were sent to the customer on 9/3 via *** ****************** which shows as delivered this morning at 11:40 AM. If there are any remaining concerns, we ask the customer to reach us at *****************************************************************.   
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

• Initial Complaint

  Date:08/28/2024

  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.

  This was my first time purchasing a vehicle online & my first time ever leaving a review for anyone. I was first contacted by driveway on July 26th 2024. The communication throughout the purchase was great. I was specifically told by the first ***** who reached out to me to "for them to hold the vehicle I would need to pay a 500$ deposit but upon delivery of the vehicle i would get it refunded" but I wasn't worried about it being held because I knew I could find another one if it sold. So I didn't pay at first. I continued to do the other steps that they required. During that time 6 more *****s reached out to me. once the check was mailed & I sent them my approval letter, at that point there was clearly no reason for this said "deposit" because I showed them I was approved. But then one of the managers I spoke to said "no I still have to pay a deposit because it was policy but i would get it back upon delivery" which made no sense since it was only to secure the vehicle. But I sent the deposit because it was the last thing they said was needed. The jeep was delivered on 08/19. I tried calling everyone i spoke to during the process no one would answer. I finnally got in touch with a manager who told me i wouldnt be getting a refund, after i was told by the ***** & other manager that I was. The next day the first ***** I spoke with said "he spoke with his *********** would get it in 2-3 days". So on 08/23 I called & no 1 was answering until I called in as a New customer. I explained the situation & the ***** said "I see the refund has been processed but it can take up to 5 days" so yesterday when I called I spoke to a different ************ said I wasn't getting a refund & blamed me for the misunderstanding. They recorded all there phone calls so there's proof. But still he refused to make it right by giving me the refund I had been expecting. communication became terrible the only way I could get a answered call after the delivery was by calling in as a New customer

  Business Response

  Date: 09/04/2024

  9/4/2024
  
  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 $500 deposit.  Please be assured that we take the concerns of our customers very seriously.  To address the entirety of the complaint we would point to our *** page regarding the $500 Deposit and the timeframes for refunds. In the *** it states:

  Does Driveway require a deposit to purchase a vehicle?
  Yes, Driveway requires a $500 deposit to secure a vehicle. The deposit applies toward the purchase price and can be paid by credit card. You'll be refunded* if your order is canceled or if you're approved for a loan requiring $0 down.
  In the case of a $0-down loan, Driveway will refund the $500 to the credit card originally used once that loan is finalized and the 7-day return period has expired.

  In this specific case a buyers order was generated that the customer took to their bank showing that the $500 deposit was applied to the deal and thus lowered the amount of check cut by the bank. Due to this we are unable to return these funds.

  We will be reviewing all communications and conducting any agent coaching's on this matter to ensure our communication channels are clear internally and externally. IF there are any other concerns from the customer, we encourage them to reach us at ***************************************
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

• Initial Complaint

  Date:08/24/2024

  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 purchased a vehicle on 02July2024. I still have not received registration and am left with a car I cant get plates for. I have called and spoken with Driveway numerous times. I was told a supervisor would call me and that the situation was escalated 3 weeks ago. Never once received a phone call. They put me in a rental car and then called me at 5.30pm and told me they will not be extending my rental because I should have plates next week. Meaning I would need to turn my rental car in the next morning. I was initially told I would have plates the first week of August. I even called this week multiple times to let them know they needed to extend the rental and was told I would receive a call back which never happened. The supervisor *** is reportedly the one who decided to deny my rental extension on Friday evening. The same supervisor who has been unable to call me for three weeks!

  Business Response

  Date: 08/28/2024

  8/28/2024
  
  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. At this time we have agreed to extend the rental through the end of this current week as we have been given an ETA on registration to be completed within that time frame. The customer spoke with a Senior Manager and agreed to the resolution. We will continue to be available to the customer should there be any additional concerns. 
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

• Initial Complaint

  Date:08/21/2024

  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.

  spent weeks trying to get my registration transferred sending them documents countless times and calling, email and texting. Not once was I told of any issue so I paid to renew my tags at local DMV only to find out month and half later Driveway never transferred tags and got new ones because my husband was on registration of my old vehicle (which Driveway knew) because they had paper work and he signed off on title of my old vehicle. So I paid for 2 plates and now driveway refuses to refund me.

  Business Response

  Date: 08/22/2024

  8/22/2024
  
  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 and not being able to transfer the plates.  Please be assured that we take the concerns of our customers very seriously. We have discussed this with the customer and advised that we were unable to use the previous registration due to the fact that her and her husband were listed on that vehicle and only she was listed on the new vehicle. When we asked if she would like to have her husband added to the deal, she told us no. Therefore, we had to continue registration in just her name which resulted in new plates and registration being issued. There was now plate fee charge so there is no money to refund. If there are any additional concerns we encourage the customer to reach out to us directly at ***************************************.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22174713
  
  I am rejecting this response because:
  
  Company never reached out to me. In fact I had to contact them when the plate came in the mail. They never discussed adding husband to until after they made decision to get plate. I renewed my registration with county after the multiple assurances that my tags would be transferred and after sending Driveway all of the information for old registration and they failed on many levels so I want the money I paid to renew my tags refunded since I never would have paid 130 dollars to keep my specialized tags if Driveway had not assured me on multiple occasions that the tags would be transferred 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/27/2024

  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.

  We purchased a 2021 corolla about a month ago. It was first advertised as having no damage. After making deposit, we were sent pictures of the front panel sticking out. We asked them about this and they said they would pop it back in. Car was delivered and the entire front bumper is damaged as is the grill, and fender liner. Theres no way to pop it back in. It HAS to be replaced as the actual bumper has broken clips. We have reached out multiple times to DRIVEWAY.COM with dismal results. The agent working with us (Zaka) is extremely unprofessional. We have tried to escalate it to higher management just to be told we are in the queue to be called. This has gone on for weeks now. The quote to fix the misrepresented damage is 1550. We want to be reimbursed so we can get this car fixed.

  Business Response

  Date: 08/02/2024

  8/2/2024
  
  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. At this time we have reviewed and agreed to cover the quoted repairs. As such, we will reach out to the consumer directly to address and resolve their concern. 
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

• Initial Complaint

  Date:06/29/2024

  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.

  Driveway.com received a Loan amount of $9,891.99 from USAA. The vehicle purchase was canceled by customer. June ***************************** refunded downpaymentbut has still failed to refund the loan amount back to the provider. The loan amount is accruing interest every day that refund is not paid back.Customer has asked multiple times for the refund to be completed. Driveway is delaying the refund process.

  Business Response

  Date: 07/08/2024

  7/8/2024
  
  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 payoff with USAA.  Please be assured that we take the concerns of our customers very seriously. At the time of the original concern, our check cutting abilities were down due to the Well known CDK Outage. Fortunately with the system back up we were able to cut a check with the updated payoff amount on 7/2/2024 and sent it via ***** ************ which was delivered on 7/5/2024. Our team will keep monitoring this situation until it is resolved. If there are any additional concerns, we ask that the customer reach back out to us at *************************************** or ************.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

  Customer Answer

  Date: 07/08/2024

   
  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. However, the *** outage didn't stop Driveway from sending my personal refund from being sent. The Loan amount could have been sent out at the same time. The issue is almost resolved which is why I'm no longer actively pursuing driveway resolution. The company, however, drug their feet and made it painfully difficult to receive all refunds. This issue started well before my BBB complaint. Thank you BBB for taking action and lighting a fire under this company's you know what
  
  Sincerely,
  
  ********************

• Initial Complaint

  Date:05/14/2024

  Type:Order 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 the bill of sale to sell my car on April 24th, 2024. I was told not to drive the car and they will have someone contact me about picking up the car. I was not told up-front that they had no dealership in the area to pick up the car, In the meantime, I had no vehicle and still paying insurance and car payments. After calling several times telling them that I needed a vehicle and they were staling, I received a call on Friday, May 3rd that they wanted to pick up my car the next day, which was a Saturday. I had plans with out of town company. I cancelled and my husband went with them and I stayed home to meet the person. The driver came and was very professional. He left with my vehicle on May 4th. I was told the *** to pay off my car would be sent on Saturday. I called on Thursday, May 9th and was told the *** goes out after 3 days. The receipt was dated the 6th and indicated funds would be processed in the 9th. The funds were received and processed by my lien holder on May 10th.My car payment was made on May 1st. On May 1st, Driveway had no idea when my car would be picked up. I have auto pay. I was told the exact amount on the bill of sale would be sent to my lien holder and any overage would be refunded by lien holder, which is *****. Driveway updated the pay-off and sent my lender the lower amount, reducing the pay-off by my recent payment. A difference of $1,007.03. They kept the $1,007.93 and now they are telling me that I will not get that money from them for 4 weeks, after the title is cleared. I asked, why cant I get my money. Its policy, was the response. Keep in mind, had they given me advance notice of a pickup time, I could have stopped the payment. It is not logical to me that, had I not made my payment, they would not have funds to hold hostage. However, because I made my payment and they did not remit the full funds they collected as pay-off to my lien-holder, I am now waiting at minimum 4 more weeks to buy a car. I trusted they would send the full amount on the bill of sale to my lender and I would be refunded by the lien-holder. I trust ***** and was not concerned about the payment. They refunded me a small amount of $100 overpayment on May 13th. That is the same date I would have received the $1,007.03 had Driveway, sent the full amount they collected for payoff. They should not be able to hold my funds for 4 weeks. They never indicated a fully consummated sale could *********** weeks.

  Business Response

  Date: 05/28/2024

  5/28/2024
  
  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 experience selling their vehicle to Driveway.  Please be assured that we take the concerns of our customers very seriously. At this time all payments have been made to the customer via check. This check was sent via UPS: 1ZY308V11398607146. Per the Bill of sale agreements, which are attached to thus response, all necessary disclosures were made including that a refund check would be issued upon receiving the title from the lienholder. While we understand that this can cause delays, the most typical timeframe to receive a title from the lienholder is 2-4 weeks. We are constantly working to ensure the most positive customer experience where we can. Our team is currently looking into the Pickup timeline. This lies with our third party transport vendor who assigns these orders for pickups. If the customer has not yet received their payment we encourage them to reach out to us at *************************************** for prompt support.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.