Complaints
This profile includes complaints for DriveTime's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 775 total complaints in the last 3 years.
- 271 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/26/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a car from Drive time in Midlothian on April 26th. They ensured me that the car was in great condition, nothing wrong with it, and had a sticker saying it passed state inspection. But when I took the car to *********, the owner informed me that the car was looked at by her, a mechanic, and three inspectors. They all agreed that the car should have never been sold nor passed inspection because it's not safe to drive. It's so severely rusted, they can't put it on a lift without the frame cracking in half. When I informed drive time of this they just did not care about the issue or about trying to resolve it. They were absurdly rude and their customer relations department wasn't any different. I believe more people need to be made aware of the cars drive time is selling and also made aware about the business themselves as a whole because I'm not the only one going through this issue with them. I hope you all can help me or at least help everyone by making drive time change it's actions or dropping them from the better business bureau. Thank you.
Business Response
Date: 08/02/2022
Thank
you for bringing this matter to our attention. DriveTime Car Sales Company, LLC
(DriveTime) appreciates the opportunity to address our customer’s concerns.Customer Answer
Date: 08/06/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Willie Taylor
Initial Complaint
Date:07/21/2022
Type: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 May 2022 I went and purchased a lease vehicle at drive time. With my purchase I included gap insurance an extended warranty. My vehicles engine shut down in less than 60 days. I currently live in Georgia the vehicle engine shut off in South Carolina. It has been almost a month and I have yet to get a resolution to my vehicles problem. I have not been given an option for a loaner or a trade-in considering that I had not had 60 days with my purchase. I have asked for options from the loan company which is Bridgecrest and they direct me to drive time when I called drive time they direct me to Silver rock which is the warranty company. Everybody’s giving me the runaround and in the meantime I am stuck paying insurance, Car note and Additional expenses to commute to and from work. I have considered getting a lawyer however Georgia state laws does not help much when it comes to used vehicles. After I did some research and doing I found out that drive time is very notorious for this type of transaction I’m even considering starting a class action lawsuit if I do not get help. This is why I’m reaching out to the Better Business Bureau to see if I can get some type of resolution through you guys.Business Response
Date: 07/28/2022
Thank
you for bringing this matter to our attention. We appreciate the opportunity to
address our customer’s concerns. At this time, we
have agreed to accommodate our customer’s resolution to accept return of her
vehicle and transfer all payments remitted toward an alternate purchase with us.
We encourage her to return our call to discuss details, should she choose to
accept. We partnered with SilverRock, the administrator of our customer’s
Limited Warranty (Warranty) and Vehicle Service Contract (VSC), for the attached detailsInitial Complaint
Date:07/19/2022
Type: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 my loan SS ending in 4338, this is my third account with Drive Time, the two previous loans in great standing paid in full. In 2017, I bought a 2012 Ford Escape XLT from your Tampa Florida lot and it has been a nightmare from the start. First the air conditioning failed to work and Silver Rock Warranty failed to provide the repairs to fix the car. so I cancelled it in 2018. Next engine light, abs light, water pump, thermostat and timing belts need to be repaired. All my calls to customer service falls on deaf ears, I feel like I have been sold a lemon. Now, I will honor all payments as I am close to $5000 for the payoff. I want something done for a customer that has bought three cars from your company. I have a bill for over $800 for a repair I cannot afford, these repairs has caused my account to be behind.Business Response
Date: 07/27/2022
Thank
you for bringing this matter to our attention. We appreciate the opportunity to
address our customer’s concerns. On November 10, 2018, our customer contacted
Bridgecrest and inquired about cancelling his ancillary products. He advised
Bridgecrest that he wanted to reduce what was owed on the account as he had
found a supplemental warranty that would assist him with future repairs. On February
11, 2019, our customer opted to cancel his ancillary products. According to his
VSC cancellation request, our customer drove 31,417 miles since purchase. SilverRock
sent our customer an email confirming the cancellation of his products and a
prorated refund was applied toward the principal balance of the account. On
July 19, 2022, our customer contacted Bridgecrest and requested that it waive
his remaining principal balance due to repair issues. It advised our customer
it was unable to waive the balance owed. Bridgecrest transferred our customer
to DriveTime and he requested that we provide him with repair assistance. We
advised him that we were unable to provide him with repair assistance, due to
time and mileage in the vehicle and since he had no active VSC. Our customer
was dissatisfied.Customer Answer
Date: 07/27/2022
Drive Time/Bridgcrest has treated this third time car purchase customer very poorly. They overcharge for a warranty that only allows Silverrock to use their own used parts and not allow the repair shop they refer to use their own. When the repair is not done correctly the shop will not stand by the work and I'm left out in the cold without a proper fix. This is why I cancelled their car warranty. I have never heard of a car warranty system like this before. This is poor unethical business from a company I will never do business with again. Drive Time does not care what condition their cars are in, once you drive off their lot "Tough luck, you're on your own"Business Response
Date: 08/05/2022
Thank
you for bringing this matter to our attention. We appreciate the opportunity to
readdress our customer’s concerns. At the time of sale, our customer was
provided the opportunity to review, sign, and acknowledged the VSC. On page 2
of the Vehicle Service Contract (VSC), under Our Obligations, it states: “Replacement parts can be of like kind and
quality. This may include the use of new, remanufactured or used parts as
determined by the Contract Administrator.” On February 11, 2019, our
customer opted to cancel his ancillary products. According to the VSC
cancellation request, our customer drove a total of 31,417 miles since
purchase. Once the VSC was cancelled, our customer was responsible for all
future repairs. On July 19, 2022, our customer contacted DriveTime and
requested that it provide him with repair assistance. We advised him that we
were unable to provide him with repair assistance due to the amount of time since
the time of sale and the amount of mileage on the vehicle and the fact that he
had no active VSC.Customer Answer
Date: 08/09/2022
Sorry I did not read the two point font on reused parts being sent to a mechanic they refer to a customer. This mechanic refused to fix anything additional based on the malfunctioning reused parts from SilverRock. What do you expect from Drive Time, I'll never do business with again!
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