Complaints

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

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  DriveTime

  1720 W Rio Salado Pkwy Tempe, AZ 85281-6590

  
• 

  DriveTime

  333 S. Alma School Road Mesa, AZ 85210-1012

  
• 

  DriveTime - Parkway East

  9710 Parkway E Birmingham, AL 35215-7804

  
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  DriveTime

  2335 S Ih 35 Round Rock, TX 78664

  
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  DriveTime

  4295 Jonesboro Rd Union City, GA 30291-2267

  

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:09/13/2022

  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 February 23,2022 I drove over 4 hours to purchase a vehicle. From the day of brought this vehicle home it’s been nothing but problems. The Cadillac converters have been replaced twice along with all of my the 02 sensors upper & lower stream, the alternator, thermostat, the coolant reservoir& the temperature gauge sensor. This car had been in the shop more than on the road. I just got the vehicle back from the shop yesterday and was just told either there’s a blown head gasket or crack in the engine. So this means I purchased someone else’s problem or LEMON & I want my money back or another vehicle. This is to the point where I’m about to loose my job over not having reliable transportation. Every ***e there’s an issue with the car I’ve reached out to DriveTime to speak to management & they never call me back instead I’ve been getting the run around, transferred me to customer service & there’s never a resolution instead they pretend to care about the issue say they’re going to file a complaint & never do. I called the Virginia location & spoke to the general manager named *** who let me know the only way something could be done if the customer service department would approve it & he transferred me to them yesterday after I told them about all of the problems & what I was told at the shop I then told this was my problem and there was nothing that they could do when I was already told they could. I’ve had this car 6 months & have only gotten to use it for 2. There’s no way this was anything I’ve done & I need transportation to take care of my disabled mother as well. Instead of trying to make some type of resolution they just reminded me that if I didn’t make the repairs or payment it was going against my credit & I told them I don’t give a DAMN. I’ll clean this lemon out & they can come & get it. I’ve got a folder of receipts for all of the repairs

  

  Business Response

  Date: 09/20/2022

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address our
  customer’s concerns. We have collaborated with SilverRock to provide the following response.
  Please see the attached for details.

  Customer Answer

  Date: 09/20/2022

  Again this is BAD BUSINESS & something needs to be done!! I’ve only had this vehicle for six months this month & it’s spent more ***e in the shop then on the road & this is Hoi to cause me my job 

  

  Business Response

  Date: 09/29/2022

  Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address
  our customer’s concerns. At this ***e, due to the amount of ***e that has passed, and the mileage
  driven since purchase, we are unable to accommodate our customer’s request to reimburse her
  for any out of pocket repair related expenses that she may be encountering with her vehicle.

  Customer Answer

  Date: 10/07/2022

  NO I DON’T EXCEPT THIS RESPONSE FROM THE DEALERSHIP!!!! THIS CAR HAD HAF ENTIRELY TOO MANY ISSUES SINCE DAY 1 & WHEN I CALLED TGE DEALERSHIP I GOT NOTHING BUT THE RUN AROUND!!! NO ONE SHOULD HAVE TO HABE A CAR FOR 7MONS NIE & I’VE ONLY DRIVEN IT A TOTAL OF 2 MONTHS DUE TO IT BEING CONTINUOUSLY IN THE SHOP!!!I WAS TOLD WEDNESDAY THAT THE HEAD GASKET OR THE ENGINE ISSUE IS THE REASON WHY ALL OF THESE OTHER REPAIRS WERE NEEDED TRYING TO DO A QUICK  FIX. THIS WAS SOMEONE ELSE’S ISSUE THATS WHY IT WAS TRADED & iM NOT GOING TO BE THE DUNMY WHO CATCHES THE FALL!!! THERES NO WAY MY CAR SHOUD SPEND MORE ***E IN THE SHOP THAN ON THE ROAD!!!! OUT OF 7mons ITS BEEN DRIVEN 2 WITHOUT ISSUES!!! I KNOW THIS IS A LEMON & SOMETHING NEEDS TO BE DONE!!! THIS IS CAUSING ISSUES WITH MY JOB WHERE IM ON THE VERGE OF UNEMPLOYMENT!!! I ALSO HAVE A DISABLED MOTHER WHOS GOT APPOINTMENTS THAT I HAVE TO GET BACK & FORTH 

• Initial Complaint

  Date:09/13/2022

  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.

  Bought a car from drive time williamstown ni on 7-24-2022 and was driving on 9-7-2022 when my car stopped running. Turns out the engine blew up I called drive time and told them what happened and the basically said to bad. I’ve made just one payment on this vehicle and believe they sold me a bad car and I don’t know what to do

  

  Business Response

  Date: 09/22/2022

  Thank
  you for bringing this matter to our attention. We appreciate the opportunity to
  address our customer’s concerns and we sincerely regret to hear of her
  experience thus far. At this time as a goodwill gesture, we would like to offer
  to review an estimate of current mechanical repair needs for any applicable offers
  of assistance with our customer’s engine concerns. Our customer may send the estimate
  into us for review at [email protected]. 

• Initial Complaint

  Date:09/09/2022

  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 car at DriveTime in Jackson, MS on April 14, 2022. September 6, 2022, the brake light came on and subsequently all brakes ceased to work. Fortunately I was able to slow down to a stop before causing an accident. When I checked the brake fluid the reservoir was completely empty. I filled it with the correct fluid but once the brakes were applied I noted fluid streaming from the undercarriage. Mind you, I do have an extended warranty on the vehicle so I contacted SilverRock and they sent me to my local Firestone repair shop. Firestone learned that the brake lines were completely corroded. In fact, the undercarriage of the vehicle is so rusted that a bolt literally fell apart when they attempted to access the lines. When Silverrock learned this, they said that this is not covered under the extended warranty. I immediately went on Facebook and was told to call customer care. Now customer care has a case for me, but they are battering me back and forth between SilverRock, who right out said they won't pay for the repairs, back to DriveTime. I am out of a vehicle, money and patience. Can someone please help me? Isn't it fraud to sell a vehicle without disclosing potentially dangerous damage to it?

  

  Business Response

  Date: 09/15/2022

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address our
  customer’s concerns. We have collaborated with SilverRock, her Limited Warranty (Warranty)
  and Vehicle Service Contract (VSC) administrator, to provide the following details.

  Customer Answer

  Date: 09/17/2022

  There is no way a mechanic would miss that level of damage to the brakes or the corrosion underneath the vehicle, let alone certify it for sale.  The wording of their reply indicates to me that they still believe the onus is on me to get stuck with a vehicle needing expensive repairs from damage I did not, could not have caused in such a short period of time. I need more than just a pat, "we will research the issue" response from DriveTime. I will be interested to see what their review produces. 

  

  Business Response

  Date: 09/26/2022

  Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our
  customer’s concerns.

• Initial Complaint

  Date:09/09/2022

  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.

  Unlawful and code of conflict against company and previous supervisor. Company called to verify my previous employment, at the time I didn’t have the HR CONTACT information. I referred third party to old team/supervisor and the purpose was to transfer the caller to Human Resources as that’s company guidelines. The EX Supervisor told the Thord party I was fired; however I was told it was company separation for reorganization, This was addressed with Human Resource and basically a “beat around the bush” response.

  

  Business Response

  Date: 09/23/2022

  We can confirm there were no additional claims filed with SilverRock for review.

• Initial Complaint

  Date:09/08/2022

  Type:Billing 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 husband and I agreed to purchase a vehicle from this lot. After 8 months of contact with Randall at the dealership, the repo company came to my house and repossessed this vehicle because of an expired registration and tag, the sole responsibility of the dealership. The salesman assured me and my husband that we were to be refunded for the vehicle and it wouldn't negatively impact my credit report or my husband's. Both statements have been a lie. My credit report is down a 140 points because of this. And we have not been compensated by Drive time or by their loan company of choice, Bridgecrest. I have attached screenshots of the payments made on time by automatic bank withdrawal, screenshots of payment to the insurance company (no lapse in coverage), screenshots of the messages between me and Randall (Drive time), and screenshots of my now lower credit report. I have also been in contact with the WV Attorney General's office over this matter.

  

  Business Response

  Date: 09/22/2022

  Upon
  receipt of our customer’s complaint, we reviewed her account and confirmed that
  the vehicle was recovered due to non-compliance with the post-sale registration
  process. As stated above, we made continuous and diligent attempts to contact our
  customer to obtain the requested West Virginia proof of residence documentation
  for the vehicle’s co-purchaser without his suffix listed. We were unsuccessful
  in obtaining that information. Per the process outlined in the NOI letter sent
  to our customer, the vehicle was transported to the auction to proceed with the
  sale process. However, upon review of previous calls, we confirmed she was
  advised that we would proceed with the cancellation of her Contract. We have
  elected to proceed with that review process dependent upon the inspection of
  the vehicle. On September 16, 2022, we spoke with our customer and advised the
  above information. We confirmed we would maintain contact until the inspection
  process and subsequent review of her Contract cancellation had been completed.
  Our customer remained dissatisfied. Please see attached for details.

• Initial Complaint

  Date:09/07/2022

  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 from them in February this year. I did not notice that there were three different tires on the vehicle. Since purchasing the vehicle I’ve had to do several tire rotations alignments and balancing. I am aware that I purchased the vehicle but I am also aware that it is a safety hazard to sell a vehicle with different tires on it. I have no traction on wet surfaces and trying to go above 50 mph the vehicle is unsteady. I have politely asked every level of employees or administrators, etc. to help with this situation. The only thing I receive is you need to pay for it out of pocket because your warrantee does not cover tires. Yes, I should’ve paid closer attention to the tires but I never imagined that a reputable car dealership would sell a vehicle with mismatched tires knowing that it is a safety hazard. If you go to Drive Times website they even have a story if you will about mismatch tires and that they are a safety hazard as well as it shows poor care for the vehicle on the sellers behalf. All I want are four tires that are all the same and all I’m getting is that is your problem not ours. I have even emailed them in an attempt to have the situation corrected. My email has not been responded to but when I call drive time customer service everybody is aware of the email and my problem but refused to do anything about it. I continually get a standard answer or response from customer service and it sounds like they’re reading from a script which I’m sure they are. Please consider helping me with this issue and please don’t tell me it’s my problem like they’re telling me. At the very least, they should’ve pointed out the fact that the tires were not all the same. My concern was looking at the engine the interior and other contributing factors that lead to safety on the road. I never thought I would have to look at the tires and did not expect to have such an expense after purchasing the vehicle.

  

  Business Response

  Date: 09/14/2022

  Thank
  you for bringing this matter to our attention. We appreciate the opportunity to
  address our customer’s concerns. 

• Initial Complaint

  Date:09/02/2022

  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 August 11 2022 i purchased a car from Drivetime on south blvd. I have had nothing but problems since i drove the car off the lot. The day i was to return to the lot to pay my down payment i asked the sales manager threw text if they could detail the car before i got there bc i knew i was purchasing the car bc i had already gave them $100 to reserve it and was asked “what needs to be cleaned so he could go check?” When i arrived the car was parked on the side as if it was detailed which i found out aftet that it was not! After purchasing it i didnt even get all the way home after leaving the dealership to notice that my AC had went completely out. I texted reginald the sales manager again to inform him to get a number to call to take the car to be fixed not even a hour after signing my paperwork. I received a phonecall from drivetime to be told to go to a repair shop they are familiar with to have it looked at m.On August 13th the check engine light comes on (i have a photo the day it came on) as i am otw to the repair shop i texted the sales manager to report that my check engine light had came on for him to tell me he can not call in anything mechanical bc the car is in MY name. Even though i have a 30 day warranty with drivetime. Get to the repair shop for then to not only tell me there is noone there to fix the ac but to tell me the engine light is on due to the gas cap. They take the light off then on August 19th it comes back on. Going forward as of today (no phonecalls from drivetime) someone has stolen my 30 day tag so i call reginald at drivetime to be told i can not be issued another tag and i have $60 due on a old tag and will not be issued a tag for this car until the penalty has been taken care of. I WAS NOT ONCE NOTIFIED FROM DRIVETIME about my tag and the issue that needs to be resolved. My fiance calls to speak to them to be told they are to contact me 4 times about the $60 due and after the 30 day tag if it is not paid my car would be repossessed

  

  Business Response

  Date: 09/14/2022

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address our
  customer’s concerns. Please see the attached for details.

• Initial Complaint

  Date:09/01/2022

  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 2016 Kia Forte at drivetime on March 5, 2022. I was told by the dealer that the car had been inspected thoroughly, the car had one owner and all maintenance was up to date on the car. 3 weeks after buying the car, it starts having problems and I had to get the engine replaced (which it was covered under the 30 day warranty). The shop that looked at it told me there was so much sludge in the engine that 1. It was impossible to have missed if a basic inspection was done. He said as soon as he took the oil cap off he saw sludge; and 2. It looked as though no maintenance work had EVER been done. Since then, I have had to take the car back in for: bad spark plugs, no horn, ac compressor, thermostat AND the whole ac unit, bad brakes, engine throttle, a bad transmission and an engine that blew a SECOND time. I tried multiple times to switch out for another car or find other options, and they were completely unwilling to give any kind of resolution. The car is undriveable and they repossessed it today after I became completely frustrated. I feel like there has to be some sort of precedence for this kind of issue. They completely misrepresented the car and now my credit is ruined!

  

  Business Response

  Date: 09/14/2022

  Thank
  you for bringing this matter to our attention. We appreciate the opportunity to
  address our customer’s concerns. We have collaborated with SilverRock the
  administrator of the 30-day/1,500-mile Limited Warranty (Warranty) and the
  5-year/50,000-mile vehicle service contract (VSC), along with Bridgecrest, our
  customer’s account servicer, to provide the attached information.

• Initial Complaint

  Date:08/29/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I work for a small business that only pays their employees through pay pal. Drivetime did not want to accept the paystubs i provided & requested bank statements for three months. I provided all the documents requested of me to prove my income. Drive time Customer service Associate Alex was very disrespectful and rude. After providing all the documents requested of me i was put on hold and hung up on. when i called back he yelled over my voice stating i was uploading fraudulent documents and that they didn’t have to listen and also my account had been closed because my paypal paystubs showed I was making more than my current paystub I had sent in even though I hadn’t got a statement for my last paystub yet.

  

  Business Response

  Date: 09/12/2022

  Thank you for bringing this matter our attention. We appreciate the
  opportunity to address our customer’s concerns. On August 24, 2022, our customer visited the
  DriveTime website and began the online application process. On August 27, she
  completed the application to explore financing options for purchasing a vehicle
  with us. That same day we spoke with her and requested she submit proof of her income,
  proof of residency, and driver’s license to verify approval options and
  continue the sales process. Our customer sent us the requested documentation,
  and we scheduled an appointment for her on August 29 to visit our local
  DriveTime dealership to explore
  inventory options. On August 29, we contacted
  our customer and explained that we were unable to accept the documentation
  provided to us or extend financing at that time. During our review of the proof
  of income documentation, we identified discrepancies with the amounts listed on
  her paystub when compared to her bank statements. Therefore, we were unable to
  validate her income and proceed with the approval. Our
  customer expressed dissatisfaction with the information provided to her.  

• Initial Complaint

  Date:08/29/2022

  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 Drive time. Two weeks after the whole exhaust system went. Three months later the transmission went. A month after the trans went again. The mass flo indicator had to be replaced and the trans is going again. The TPMS light is on and the catalytic converter needs to be replaced and will not go through inspection. I have driven this car maybe six months out of two years.

  

  Business Response

  Date: 09/16/2022

  Thank you for bringing
  this matter to our attention. We appreciate the opportunity to address our
  customer’s concerns. We have collaborated with SilverRock, our customer’s Limited
  Warranty (Warranty) to provide the attachment details.