ComplaintsforDriveway Finance Corporation

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Initial Complaint
05/29/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Company website and app is rarely functional, making it impossible to view your account details, financial details, and payment information.
Business response
05/30/2024

We understand your frustration and we are excited to share that there are changes in the works to enhance the user experience for borrowers on our website and the mobile app. Fixes are also on the way to improve our payment process and the methods available as well. All feedback has helped us learn what our borrowers need and we are working to implement them. Please do not hesitate to reach out to our **************** team if you need us to help you with any of the information you are seeking.

****************
**********************
************, Monday Friday, 7am 7pm PST
Customer response
05/30/2024

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. If this continues to be within the next few months I will be submitting another complaint.

Sincerely,

***************************************
Initial Complaint
05/14/2024
Complaint Type:
Billing Issues
Status:
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.
I pay $645.18 every month. I may have been late once due to the mail. For several months this company indicates on my Payment Notice a late fee from 12/2022, when I have over paid the monthly amount due for several months. They should not notify customers of a late fee every month if they have already paid it.
Business response
05/28/2024
For privacy reasons, Driveway Finance Corporation does not reply with sensitive information related to relationships with our consumers. Driveway Finance Corporation's records indicate that we have resolved the consumer's concerns with them directly on 5/14/2024. If the consumer has further questions or concerns, they may contact us directly at ************.
Initial Complaint
05/08/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I sent car payment to Driveway Finance Corporation and it was received by them on May 2, 2024. I received a message from Driveway Finance Corp. saying that they still have not received the payment on May 8 2024. My bank records show that it was received by them on May 2, 2024 and the check # is ******** and confirmation # is W3ZZC-9HK5J. My Driveway Finance account # is *********.
Business response
05/09/2024
Driveway Finance Corporation takes our customers' privacy seriously, and due to privacy laws, Driveway Finance Corporation cannot communicate the results of our investigations via the BBB website as it is a public forum. Our records indicate we have spoken with this consumer as of 5/8/2024. If the consumer wishes to contact us directly to communicate their concerns, they may contact us at ************, or write to us at Driveway Finance Corporation, ******************************************* Here is information on how to submit payments from our FAQ at www.drivewayfinancecorp.com:

How can I make a payment?

There are multiple payment options to fit your needs.

Web Portal
Make a payment online through our Web Portal

Mail
A cashiers check, money order or personal check along with your payment coupon in your monthly statement to our location:
PO Box ******, ****************-0997
Customer response
05/09/2024

Complaint: 21686324

I am rejecting this response because it does not violate a customer's privacy by simply stating you will investigate the issue.

Sincerely,

*****************************
Business response
05/28/2024
Driveway Finance Corporation did investigate this complaint and found that the issue was resolved directly with the consumer. Driveway Finance Corporation cannot publicly post the results of the investigation to the BBB due to privacy laws. If the consumer still feels this is not resolved, they may contact us directly at ************. or ******************************************************************. They may also write to us at Driveway Finance Corporation, ********************************************.
Customer response
05/30/2024

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
04/30/2024
Complaint Type:
Billing Issues
Status:
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.
I am writing urgently to address the inaccuracies on my credit report resulting from the disclosure of my personal information to credit bureaus. This has caused significant financial and emotional distress.Under 15 USC 1681 Section 602, I affirm my right to financial privacy and expect my information to be treated confidentially.Additionally, 15 USC 1681 Section 604(a)(2) specifies that a consumer reporting agency cannot disclose account details without my explicit consent, which I have not provided.The discrepancies associated with DRIVEWAY FIN have adversely impacted my financial situation, necessitating immediate correction.Furthermore, I stress compliance with 15 USC 1666(b), which prohibits creditors from treating credit card payments as late under specific circumstances.Below are my account details for your reference:Account Number: SD47****I urgently request a thorough review of my account, prompt rectification of the credit report inaccuracies, and strict adherence to federal laws governing my information.Failure to address these concerns promptly may result in legal action. Your immediate attention to this matter is appreciated.Sincerely,***************************
Business response
05/29/2024
Driveway Finance Corporation can only accept disputes about information we report to consumer credit bureaus by mail. Here is information posted on our website about how to submit a dispute:
How can I submit a dispute about incorrect information about my account reported to the credit bureaus?

If you believe we are reporting incorrect or incomplete information about you to a credit bureau, please write to us describing your dispute and why you believe it is incorrect or incomplete. Please include all information you may have about the inaccuracy so that we can use it to review your account. If you have a copy of the credit report which shows the disputed information, please include a copy in your correspondence to:

Driveway Finance Corporation
Attn: Dispute Resolution
*************************
*****************

Please include your name and account number so we can identify your account.
You may also contact the credit reporting agencies we furnish information to. The contact information for each credit bureau agency is as follows:

Equifax:
EQUIFAX INFORMATION SERVICES, LLC
PO BOX 740256
*****************
***********************
************

Experian:
EXPERIAN
PO BOX 4500
***************
************************
************

TransUnion:
TRANSUNION CONSUMER SOLUTIONS
PO BOX 2000
*******, ** 19016
**************************
************
Initial Complaint
04/29/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I have a vehicle financed through this company. I am trying to finance with my credit union at a lower rate. I am trying to speak with someone about getting the balance to proceed, but the number they gave me is answered by someone who won't connect me to someone else to do what I requested without going through some sale shpeil COMPLETELY, even though I made it abundantly clear that I'm not interested. I was pressed for time and told her so, but she just kept on and on, trying to sell. Finally, I hung up, with my blood pressure going through the roof! What kind of business does that?!
Business response
04/30/2024
Driveway Finance Corporation does not sell any products to consumers. When consumers contact our office, we do have to verify their identity, and certain disclosures may be required before we can discuss the consumer's loan, but there are no sales engagements. Please contact our office again, and you should be able to obtain the payoff information you need. Here is information from our FAQ about payoff quotes:

How do I request a payoff quote?

A Driveway team member can generate the payoff quote for your account and send the document to your email or mailing address per your request. Same day payoff information can be viewed in the online payment portal or the
myDFC app.
To work with a Driveway representative dial **************
Initial Complaint
04/19/2024
Complaint Type:
Customer Service Issues
Status:
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.
I am trying to reach a customer service representative on my car loan. I would like to make extra payments toward the principal and cannot find information how to do this on the website, nor by calling the customer service number. After the voice recording, hold musics plays for the longest time. They never pick up, address the customer or provide options for how your issue can be addressed. I want someone to contact me with information on making extra payments applied strictly to the principal.
Business response
04/26/2024
Driveway Finance Corporation records indicate our offices spoke with the consumer the same date this complaint was submitted. If the consumer has any further questions, please have them contact us directly at ************, or write to us at Driveway Finance Corporation, ********************************************* Please include a name and account number so we can identify an account. Due to privacy laws, Driveway Finance Corporation cannot provide information related to consumer accounts through the BBB, so we will not provide details in response to a complaint submitted by a consumer in this portal.
Initial Complaint
04/17/2024
Complaint Type:
Product Issues
Status:
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.
i purchased a vehicle in NOV of 2023 and driveway financed it for 72 months ..i made ALL 4 payments on time and RE-Financed it with another lender ..NEW LENDER paid off in full on MARCH 25th 2024 ..its also been reported to ALL 3 credit bureaus as PAID in full ..I am owed a refund for an over payment that was made when it was paid ive called several times to find out WHY i havent received what is owed back to me as a refund ??? HAVE received several STUPID reasons ( account hasnt closed ?) YES IT HAS ITS showing on my credit report ..i NEED to give it time ?? NAH IF I WAS LATE I WOULD OWE A LATE FEE OR HAVE MY VEHICLE REPOSSESSED .** also GOING to report this issue to the *** banking department..i should think that driveway finance is governed by some LAWS pertaining to refunding customers money that is DUE to them in a timely fashion NOT when driveway feels like it ..and at this rate im pretty sure some kind of interest should be accruing on my refund instead of excuses as to what seems to be pure incompetence ? why NOT handle your business accordingly as driveway expects from each customer???
Business response
04/26/2024
Due to privacy law Driveway Finance Corporation cannot communicate the details of our responses to complaints upon conclusion of an investigation via the BBB portal s. We have documented the consumer's concerns internally and will be reaching out directly to them.
Customer response
04/26/2024

Complaint: 21586480
This loan was Paid in FULL on 3/25/2024 I have called every MONDAY to inquire about MY refund. I have spoken to a different person each week and NO clear answers as to WHY im being made to wait for MONEY that is rightfully owed to me ..NO ONE is on the same page NO one has an answer 31 days AFTER the loan is satisfied..its been REPORTED to ALL 3 MAJOR credit bureaus as PAID IN FULL as of 3/25/2024 ..BUT STILL DRIVEWAY FINANCE WILL NOT CUT A CHECK FOR MY REFUND ??? SO expecting that they will contact me direct to take care of this matter is NOT acceptableive given them EVERY opportunity to TAKE care of this matter for the LAST 31 DAYS JUST people getting PAID to read from a script and PASS the buck literally !!!! THIS has and WAS a nightmare from start to finish. IF this was vise versa and i was late i would owe exuberant late fees ..I cant collect late fees on MY money that they are dragging their feet on refunding..SO
I am rejecting this response because they simply wont do whats right ?? They ?? have NOT handled this in a professional manner or tried to do what is expected of a company of this size ..customer satisfaction is NOT a priority and it is a HUGE problem..word of mouth can be very detrimental

Sincerely,

*********************************
Business response
04/30/2024
Our offices attempted a phone call on 4/26/2024 but we were unable to reach the customer, nor could we leave a message. The customer was sent correspondence related to this complaint via overnight mail on 4/30/2024, to the last known address we have on file for them. Driveway Finance Corporation cannot communicate the results of investigations to complaints via the BBB due to privacy regulations. Here is our contact information for further questions or concerns:
Customer Service:
Phone
************
Email:
****************************************************************
Hours:
Monday - Friday 7:00 AM - 7:00 PM PST
Saturday Closed
Sunday Closed

*Our physical office is not open to the public
Locations:
Correspondence Address:
********************************************

Payment Remittance Address:
*******************************-0997

Physical Address:
*****************************************

******************************************************
Tigard, OR 97223

Driveway Finance Corporation wishes to thank you for reaching out about your concerns. We value your business.
Initial Complaint
04/15/2024
Complaint Type:
Service or Repair Issues
Status:
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.
No I purchased a vehicle at ******************* ****** and the finance department told me that Driveway Financial would lower my interest rate if I purchase the extended warranty. He showed me both monthly payments and one was with the warranty and one was without the warranty and explained how they were almost identical in price. Then he told me that the only way to get the lower interest rate was to purchase the warranty and that the prices were so close why would I not get the warranty. From what I read it is illegal to lower interest rate or offer an interest rate solely on the requirement of purchasing a warranty. I should have known when the person helping me would not provide any papers showing the differences besides a piece of paper he was handwriting all of the information on. During this sitting, I called my husband and my father to explain both options and then ultimately I felt like I had no option besides purchasing the warranty to get the lower rate. Driveway Financial has vehicles parked outside of ******************* ***** all the time, so Im unsure if they have any thing to gain through pushing loans towards that lender. And I am unsure if there is any relationship between driveway, Financial and Zrich the warranty company. Additionally, the person helping with the loan told me with an example that if the *** player went out, it would be covered and recently whenever I went in that was not covered. I ended up canceling the warranty plan after nine months and received a prorated amount. I truly do not want this to happen to anybody else, which is why I would like to file a formal complaint complaint complaint.
Business response
04/26/2024
Driveway Finance Corporation does not coordinate the financing of extended warranties or services; those products are purchased through the dealerships. Driveway Finance Corporation only purchases the retail installment contract after the customer and dealership make the agreement. We will forward this complaint information to Lithia Cares (**********************). Please reach out to them directly for further assistance:
Here is information from their website:
At ****** we strive to meet our core values daily. Let us know how we are doing. We love to hear from our customers. Give us a call or send us an email today!

Contact Info:
************
Monday - Friday 8am - 5pm PST
**********************
Initial Complaint
04/13/2024
Complaint Type:
Order Issues
Status:
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.
-Date of transaction: 11/17/2022 -Suburban ********************, located at *************************************************, used my information to enter me into a contract with a third party without my knowledge, consent, and also lacking full disclosure of the agreement.-Mailed correspondence to dealership on 3/10, 3/15, and 3/30, I havent yet received a response, or reply to my complaints.-The right to a rescission was never discussed, offered or explained to me during or after the coercive actions of the dealership.
Business response
04/14/2024
Driveway Finance Corporation takes our customers' privacy seriously. For that reason, we cannot respond to complaints with sensitive customer information, or PII (personally identifiable information) through the BBB's website. Instead, Driveway Finance Corporation offers consumers contact our offices directly to submit complaints or disputes:

How can I submit a dispute about incorrect information about my account reported to the credit bureaus?

If you believe we are reporting incorrect or incomplete information about you to a credit bureau, or if you think you are a victim of fraud, please write to us describing your dispute and why you believe it is incorrect or incomplete or could be a result of fraud. Please include all information you may have about the inaccuracy so that we can use it to review your account. If you have a copy of the credit report which shows the disputed information, please include a copy in your correspondence to:

Driveway Finance Corporation
Attn: Dispute Resolution
**************************************
*******, ** 97501

Please include your name and account number so we can identify your account.
You may also contact the credit reporting agencies ********** information to. The contact information for each credit bureau agency is as follows:

Equifax:
EQUIFAX INFORMATION SERVICES, LLC
PO BOX 740256
*******, ** 30374
***********************
************

Experian:
EXPERIAN
PO BOX 4500
*****, ** 75013
************************
************

TransUnion:
TRANSUNION CONSUMER SOLUTIONS
PO BOX 2000
*******, ** 19016
**************************
************
Initial Complaint
04/06/2024
Complaint Type:
Customer Service Issues
Status:
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.
After financing a car through this company they hardly answered calls and never called back when I left a message. Had my account on auto pay then decided to hold the last payment then proceed to impact my credit score with a late payment with no notice of auto-pay being changed. Sold my loan to another company ********* capital without notice or knowledge. Made it EXTREMELY difficult for me to finally pay the loan off having to bounce back and fourth from two companies.
Business response
04/08/2024
Driveway Finance Corporation takes our consumers' privacy seriously. For that reason, we cannot communicate via the BBB regarding consumer concerns about their loan. Driveway Finance Corporation wants our consumers to know they can write to us directly. Please see the following information from our website FAQ:
How can I submit a dispute about incorrect information about my account reported to the credit bureaus?

If you believe we are reporting incorrect or incomplete information about you to a credit bureau, please write to us describing your dispute and why you believe it is incorrect or incomplete. Please include all information you may have about the inaccuracy so that we can use it to review your account. If you have a copy of the credit report which shows the disputed information, please include a copy in your correspondence to:

Driveway Finance Corporation
Attn: Dispute Resolution
*******, OR 97501

Please include your name and account number so we can identify your account.
You may also contact the credit reporting agencies we furnish information to. The contact information for each credit bureau agency is as follows:

Equifax:
EQUIFAX INFORMATION SERVICES, LLC
PO BOX 740256
*****************
***********************
************

Experian:
EXPERIAN
PO BOX 4500
***************
************************
************

TransUnion:
TRANSUNION CONSUMER SOLUTIONS
PO BOX 2000
*******, ** 19016
**************************
************
Customer response
04/09/2024

Complaint: 21539938

I am rejecting this response because: I have conatcted driveway finance by phone directly. They refuse to answer any questions stating: your loan is handled by ****************** We cannot answer any further questions. Although Driveway Finance is reporting it to the credit bureau. I call ********* capital they say they cannot help me because they are simply helping collect payment for the loan and it is owned by Driveway finance. Also they do not report to the credit bureau only driveway finance will in this case. Making me call both of these companies sending me back and fourth mutiple times. Driveway Finance simply claims they cannot help or do anything. This is concerning as it relates to a loan and financial

Sincerely,

********************************
Business response
04/26/2024
There is no change to our response: Driveway Finance Corporation takes our consumers' privacy seriously. For that reason, we cannot communicate via the BBB regarding consumer concerns about their loan. Driveway Finance Corporation wants our consumers to know they can write to us directly. Please see the following information from our website FAQ:
How can I submit a dispute about incorrect information about my account reported to the credit bureaus?

If you believe we are reporting incorrect or incomplete information about you to a credit bureau, please write to us describing your dispute and why you believe it is incorrect or incomplete. Please include all information you may have about the inaccuracy so that we can use it to review your account. If you have a copy of the credit report which shows the disputed information, please include a copy in your correspondence to:

Driveway Finance Corporation
Attn: Dispute Resolution
*****************

Please include your name and account number so we can identify your account.
You may also contact the credit reporting agencies we furnish information to. The contact information for each credit bureau agency is as follows:

Equifax:
EQUIFAX INFORMATION SERVICES, LLC
PO BOX 740256
*****************
***********************
************

Experian:
EXPERIAN
PO BOX 4500
***************
************************
************

TransUnion:
TRANSUNION CONSUMER SOLUTIONS
PO BOX 2000
*******, ** 19016
**************************
************

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