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:05/06/2024

  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 bought a car from H3236**35363134**36H. We had an agreement of my putting 1k down. They required a 500 deposit on this 1k down. They changed it to ******* for the down payment. I received the car and one tire was flat. After that the check engine light came on. the dealer said they checked the car and there would be no problem. I took the car to ******** and they told me that I needed to get a diagnostic. The car started going in reverse when I tried to drive it. H3236**35363134**36H told me they would not pay for the diagnostic. They have a seven day return policy. I wanted to return it after 2 days and they did not want to take it. They kept ****** for a shipping price that I don&#**;t think I should pay..

  Business Response

  Date: 05/08/2024

  5/8/2024
  
  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 vehicle's delivery fee and the request for reimbursement.  Please be assured that we take the concerns of our customers very seriously. Unfortunately we are unable to return the shipping fee as per the 7-day Money Back Guarantee that was signed and executed. I have attached a blank version of the agreement for visibility. Within the document it states: Driveway agrees to refund all monies associated with purchase of the vehicle less any delivery fees We did reach out to the customer to address this and ensure that any other charges made during the 7-days, like a diagnostic fee, was reimbursed. The customer advised that they did not make any payment to diagnose the vehicle as they had received communication that we would not reimburse. If there are any additional concerns our team will remain available to discuss accordingly.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

• Initial Complaint

  Date:04/02/2024

  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.

  Purchased a 2018 ram 2500 diesel through Driveway Auto Sales, Dealer was *************************** ********************************************************. Spoke with Sales manager (***************) & asked if i could get a video of truck running (replied, Ok)He told me that the exhaust had been replaced and that's it. Truck finally was delivered, I noticed issues right away and took to local shop for a diagnostic scan and inspection,Results, Transmission code (slipping) cracked windshield, Damaged to pass. front fender headlight and bumper, Wire harness connectors cut off (exhaust system) & hazardous steering Issues.At NO point did he disclose any of issues described above. Driveway Auto reached out to Dealer and they responded that Dealer told me everything (dealer did not). And i have a video from *************** with truck running and he only mentioned the exhaust being replaced. I want ********************* to pay me back for the repairs needed to fix this truck!

  Business Response

  Date: 04/11/2024

  4/11/2024
  
  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. We have been working with ********************** for some time to try to find a resolution. On 4/2 we notified ********************** that if he was unhappy with the purchase he could exercise his 7-day Money Back Guarantee and would only be responsible for the shipping costs. The customer proceeded to communicate back to us on 4/3 that they did not want us to reach out to them again, effectively ending any ability to find a resolution. Our team will remain available to discuss this matter with ********************** if he so chooses, but given the mileage added to the vehicle, time passed since the transaction, and no warranty being purchased, we may not be able to assist to the full extent that the customer wishes, however we would be willing to address specific items. 
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

• Initial Complaint

  Date:03/31/2024

  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.

  RE: VIN: ***************** On February 22, 2024, Driveway sold me a 2018 ****** RAV4 SE to be delivered with a **** Blue Five Point inspection and CarFax that stated no damage and passed inspection. All cosmetic scratches were sent to me via text and they claimed no damage. Upon receipt of the vehicle rust was noticed on the wheels and upon inspection by ************* Repair - Address: **************************************************************************************************** Phone: ************** (ask for ****), the vehicle was rusted through under the carriage and all the way up to the mechanic of the hatch back that lifted up to reveal deep rust proving submersion and deterioration from sitting in water. The card had obviously been flooded. I have pictures and written testament from the mechanic. This damage was so obvious from the wheels and underneath it was heartbreaking to be scammed this badly. I returned the car and am asking Driveway for the delivery fee to be refunded to me which they are holding stating that despite seeing the severe damage in pictures that because the Carfax and **** Blue inspection did not mention rust they did not owe me a refund. I am prepared to file a suit in court but wanted to try to resolve this through the BBB if at all possible. I spoke with ****** at Driveway phone number ************. He denied my refund and I feel this was totally a scam. I have pictures to prove damage but this site is not letting me upload them.

  Business Response

  Date: 04/11/2024

  4/11/2024
  
  Re: ***************************** inquiry
  
  To whom it may concern,
  
  We are in receipt of your letter, in which you relay the concerns of the consumer regarding the return of their vehicle purchased through Driveway.com.  Please be assured that we take the concerns of our customers very seriously. At this time we are unable to refund the $620 Shipping as this was agreed to by the customer when signing their ***** Money Back Guarantee. Part of the guarantee (attached) acknowledges that "...if you exercise your Guarantee, Driveway agrees to refund all monies associated with purchase of the vehicle less any delivery fees..." We understand that the overall experience was not up to the customers likings, but our position stands fast with the agreement signed by the customer. Our team will be available to discuss this directly with the customer should they choose.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

  Customer Answer

  Date: 04/19/2024

  Hello

  I need to request to reopen my complaint with Driveway. I have included pics of the undisclosed major rust damage to the vehicle that was sent to me. I am not accepting their response and am investing in legal representation for fraud. I had a licensed mechanic verify flood damage and major rust. I am requesting the return of the $600 delivery fee. 

  Customer Answer

  Date: 04/26/2024

  I received the refund everything but the delivery fee. I should not be screwed out of $600 for a rusted out water damaged vehicle that was not disclosed to me

• Initial Complaint

  Date:03/07/2024

  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.

  On 02/07/2024 I purchased a vehicle F150 from Driveway.com. I took delivery of the vehicle on 02/20/2024. Upon driving the vehicle it was broken, had to be taken to the dealer. The dealer told me the shield was broken underneath as well as a broken transmission piece. I have been without the vehicle for two weeks, and I am about to make my first payment for a vehicle I don't have to drive. Driveway has not replied to emails. The truck transmission is being fixed under warranty but I am paying out of pocket for broken shield and the lost wages I've missed due to not having a vehicle. Driveway has not replied to questions about being compensated for receiving a broken vehicle.

  Business Response

  Date: 03/18/2024

  3/18/2024

  Re: ******************* inquiry
  
  To whom it may concern,
  
  We are in receipt of your letter, in which you relay the concerns of the consumer regarding the use of their vehicle while being repaired and the upcoming vehicle payment.  Please be assured that we take the concerns of our customers very seriously. As such, we have reached out to the customer and offered support during this time that they have accepted. We will continue to be available to support if anything further is needed.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.
  

• Initial Complaint

  Date:03/04/2024

  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.

  In December 2023, I placed an order on Driveway.com for a new 2023 **** F-150, vin number 1ftfw1ed1pfc47402. The advertised price of the vehicle was $41,000 and they committed to a trade of $41,750.I received a phone call a week after placing my order apologizing that the truck was actually over $70,000 and not the advertised price of $41,000. They refused to sell me the truck at the advertised price. The company did offer to "go above and beyond" in helping me secure another vehicle. Their definition of going above and beyond includes:- Arranging the purchase of another vehicle through an agent that they subsequently fired (without telling me). While waiting for 2 weeks, they said the dealership that had my vehicle "sold it to someone else".- Initially refusing to keep their word to retain my trade value while I looked for something else. The next "manager" who helped me also delayed and ultimately caused me to lose 2 other vehicles. - After weeks of delays, they then told me they would no longer honor my trade value. Given that I was initially promised a vehicle worth $75,000 for $41,000, the company should offer a $34,000 credit towards the purchase of another vehicle.

  Business Response

  Date: 03/06/2024

  3/6/2024
  
  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.  As noted in the complaint we had some unexpected staffing changes that added additional complexity to this transaction. On several occasions we have extended our honoring of the trade value far beyond the traditional 7-days that it is normally valid. During this time we have presented several vehicles with varying purchase terms that have all been declined by the customer. While we regret that the initial vehicle was not shown with the correct price, we are unable to offer any discounts or any further extensions to the trade value. At this time we have reached out to the customer but are unlikely to meet their purchase demands on the current vehicles they are looking at. We will continue to be available to discuss this with the customer and would be happy to assist in finding a vehicle that fits the monthly payment they are requesting.  Please note that per our website FAQ's, we cannot guarantee availability of any particular vehicle until a purchase is finalized and all vehicles are first-come, first-served. Additionally, we are unable to change any prices of the vehicles listed or offer any discounts beyond what is available. 
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

  Customer Answer

  Date: 03/09/2024

   
  Complaint: 21385036
  
  I am rejecting this response because:

  The company failed to address the fundamental cause for the complaint.  

  They said "they presented several options and extended the timeframe for trade-in".  That is all immaterial because every vehicle I selected was advertised at a lower price than what was provided in the sales order.  They advertised "no hassle pricing" but changing the price at the time of purchase is not only a huge hassle but also in violation of federal and state consumer protection statutes regarding false advertisement.

  I did speak with ********************* and provided him with an opportunity to resolve this matter.  Based on what he provides, I will respond to this complaint accordingly.

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

• Initial Complaint

  Date:03/04/2024

  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 company worked with the dealership to provide loan and transport car from ** to OH. Communication was primarily through text. Process went well I thought until I received the car. It was damaged and never disclosed. 7 day trial was misleading. It cost $1670 to ship here and if I returned it that would be an additional $1670 even though the damage was not disclosed. Tried working with ***** from the resolution team but she again shows blurry pictures to say it was visible. I would never pay nearly $30,000 for a damaged 2020 ******* Santa Fe. Never!They would not take it back unless I paid $1670. They offered $200 as an apology but never sent anything since I asked to have it repaired.

  Business Response

  Date: 03/18/2024

  3/18/2024
  
  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. Our team has already discussed this at length with the customer as to the purpose of the shipping fee on return and the disclosure of the damages through the listing photos. We understand that the customer was not satisfied with the original offer of $200 so we will increase to $500. If the customer would like to accept they can reach out directly to our department manager at ************************* for further assistance. We will remain available to the customer to address any other concerns. 
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

  Customer Answer

  Date: 03/25/2024

  I accepted the $500 which should arrive by Thursday. 

• Initial Complaint

  Date:02/02/2024

  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.

  My vehicle is needing a complete new ENGINE several days after my warranty from Driveway expired. My texts were mostly ignored by Driveway. They sold me a car that was CLEARLY DEFECTIVE and burning oil. My car sat dead and if I had taken it in when the problem occurred I would have made the warranty but I couldn't. I'm so furious with this AWFUL EXCUSE FOR A COMPANY. I'd like to default on the loan payments I'm making and have them repossess the car but that just ***** MY credit. SHAME ON DRIVEWAY for being such a shady business.

  Business Response

  Date: 03/18/2024

  3/18/2024
  
  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 condition after purchase.  Please be assured that we take the concerns of our customers very seriously. Our 60-day Warranty is designed to cover any mechanical issues with the vehicle so long as they are reported within the first ********************************************************** a reasonable amount of time from said reporting. While we regret that the customer experienced these issues, the reporting and subsequent RO did not happen in the timeframe of the warranty and the customer did not purchase any other warranties with the vehicle. At this time we are not able to assist. This has been communicated to the customer and they advised that they would be surrendering the vehicle to the Lienholder. 
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21236692
  
  I am rejecting this response because:
  It was made known by ******** 3 DAYS beyond the 60 day warranty that this vehicle needs a NEW ENGINE.  
  How lucky for Driveway.com that they squeaked by on a technicality. 
  While I may have no legal recourse, I want it known that this company is without integrity and a total scam. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/22/2024

  Type:Sales and Advertising 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 2022 ****** Outback from Driveway.com (Lithia) on 1/6/2024. This was primarily an online ordering procedure but included a few text messages and phone calls and some paperwork shipped via courier.As an option, I could have had the car shipped to me, but that would have cost more and I would have had to wait a few extra weeks.Instead I chose to purchase a flight and a hotel room and went to go get the car myself.When I arrived at the dealer in Medford, the car looked to be in good condition, but I was very surprised to find that the odometer reading did not match what was contracted for.Contracted mileage as shown online when I selected the vehicle as well as in all of our paperwork, including DMV:46,130 Miles ****** mileage found when I picked up the car:51,426 Miles This discrepancy seemed too large to ignore, so I contacted Driveway.com before accepting the keys from the local dealer who was in possession of the vehicle.I was very apprehensive of taking the vehicle, but was assured that I would be fairly compensated for the discrepancy and that Driveway.com would "take care of me".Again, I did not feel comfortable taking the car, but was reassured people have received $0.30/mile for this kind of thing was also sent text messages stating that I would be taken care of.Now that the dust has settled on the entire operation, this is what they tell me:Because of the mileage discrepancy:1. I must find some official place to get a VIN reading on my own time/effort 2. I must go get a smog test on my own time/effort 3. I must redo all of the paperwork that we have already done 4. they will compensate me for all of my effort plus the discrepancy in mileage for a total of $200 I don't believe this is fair, nor is it in line with what I was lead to believe.Thank you in advance for your assistance.Note that I have lots of documentation, feel free to ask for what you need. Their systems will have everything under Deal #****** ****************

  Business Response

  Date: 01/25/2024

  1/25/2024
  
  Re: **************** inquiry
  
  To whom it may concern,
  
  We are in receipt of your letter, in which you relay the concerns of the consumer regarding the extra miles on the vehicle at the time of delivery.  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 and have offered resolution in the amount requested.  
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

  Customer Answer

  Date: 02/01/2024

  Hello,

  I just wanted to inform you that I received a check and prompt responses from ******. This issue has been resolved amicably. Thank you BBB and Lithia.

   

   

• Initial Complaint

  Date:01/02/2024

  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.

  Date of transaction: 8/8/2023, Amount of money paid: $9,000, What business committed to providing: Chevrolet Equinox 2020 LS with 2 set of keys, Nature of dispute: I am owed 2 set of keys per the advertisement of the car, however I was only given 1 set, Whether or not business tried to resolve: No, I contacted the business asking if they could send me out the second pair or reimburse me for the second pair and they told me no because they dont know whether or not I received the second key, theyre the ones who delivered the card to me so it should have on file what accessories the car came with., Account number: **********, Does issue involve advertising: Yes, the advertisement was seen on 8/4/2023 on Driveway.com.

  Business Response

  Date: 01/03/2024

  1/3/2024
  
  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 second key.  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. Due to the unique circumstances, a second key will be payed for upon receipt of an estimate from the local dealer which can be sent to *************************.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

  Customer Answer

  Date: 01/05/2024

   
  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:12/07/2023

  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.

  In December 2022 I purchased a 2016 GMC Acadia from Driveway.com and financed by Driveway **************** Driveway advertises a 60-day warranty, that all their vehicles are safety inspected, and a 7-day/300-mile return guarantee. The vehicle was delivered and was already over 300 miles. **** I took it for inspection the only thing they could find with the motor was that all the fluids were brand new but some dealers do that on purpose. The rest of the inspection was after the 7 days. At that time after some driving it was found to have a blown head gasket, dry rotted tires, bad brakes and rotors, dry rotted windshield wipers, a blown headlight, and a fuel emission problem. I immediately informed them and they said even though I had the warranty paperwork, that I didn't have a warranty and it was past seven days. I spent over 6 grand in repairs. **** I continued to fight them on the warranty they gaslighted me saying their vehicles are safety inspected, even though most of the repairs were safety issues. Then they said because I didn't have the repairs done at their shop even though they were refusing the repairs. It is December 2023 and I have begged them for my title and tags and been ignored by over 20 employees. I have paid almost *************************************************************************** Uber/Lyft fees and money for rides to my chemo ************ and doctor's ************ because I cannot legally drive it because they refuse to tag my vehicle. The tagging fees were paid in the deposit of the vehicle and they were included in my paperwork stating it is Driveways' responsibility. I have tried everything to get help from this company and Driveway Finance and they ignore me. There is a ************** called Problems with Driveway.com/Lithia motors and hundreds of complaints with the same issue in the BBB between Driveway, Lithia, and Driveway Finance.

  Business Response

  Date: 12/20/2023

  12/20/2023
  
  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. At this time we are unable to assist as we were not made aware of any vehicle issues until the customer was in the vehicle for 60 days. Furthermore, We advised the customer on multiple occasions that in order to complete the registration, she needed to get a ******** Vehicle Inspection. This is also included on our DMV FAQ ***********************************************************. Due to the lack of participation in getting the inspection, we had no choice but to issue title only to satisfy the lien with the lienholder. We understand that this is not the ideal experience and we would be happy to provide guidance on steps for the customer to self register the vehicle in ********.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.