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Driveway.comThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Driveway.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 235 total complaints in the last 3 years.
- 44 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:07/14/2025
Type:Service or Repair IssuesStatus: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 June 11th I placed an order for a 2020 Subaru Forester from Driveway.com. They reached out to me to get the process started, stating that the entire process including delivery would be 2-3 weeks. After I locally got a loan in place and provided them the online portion of the paperwork (this took about a week) I was told the vehicle was secured. Two days later after receiving no updates, I reached out again and was told they were replacing the sunroof. After three more days of being told they were still waiting on the repairs to be completed I spoke to the manager of the dealership who told me the glass for the vehicle had to be re-ordered as the replacement arrived with cracks. After another week, they told me the vehicle was ready and they were sending the paperwork on July 1st. I had the paperwork notarized and sent back the same day it arrived, including the cashiers check for the remaining payment of the vehicle. The transport person reached out to me and told me the delivery order had just been placed on July 2nd and that it would take 3-5 days to have someone dispatched for the delivery. On the 5th day, July 8th, he stated that they could begin escalating the order. On July 12th they finally delivered the vehicle. The vehicle shows clear signs of water damage (rust on engine block, wheel *****, electric mechanisms not functioning, and water damage to the speedometer) which was not visible on any reported accidents, in the posted pictures or repairs made on paper. The trunk latch to the vehicle is broken in some manner, the speedometer has liquid damage on the inside rendering the speedometer unreadable, the wheel ***** are rusted out, the oil is old, one strut has been changed, a clip in the engine has been broken and taped in place, and the speaker system cuts out. The car will no longer start as of July 14.I have been on three separate phone calls with them today, July 14th and not gotten far as their online process will not accept the dash pictures.Business Response
Date: 07/15/2025
7/15/2025
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. As such, We are facilitating a full return at no cost to the customer. Our Customer Satisfaction team will continue to assist.
Thank you for bringing this to our attention.
Sincerely,
Lithia Driveway Team.Initial Complaint
Date:07/14/2025
Type:Service or Repair IssuesStatus: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 traded in my 2023 Land Rover Defender to Driveway.com after receiving an online offer for $44,200. I decided to trade it in for a different care through Driveway.com and purchased a 2025 Mini Countryman and there was a difference of $9311.00 owed to me as the car I purchased was worth less than my trade in. After receiving my offer Driveway.com altered there offer to $43,800 and I accepted and received a proposal to purchase the Mini and trade my Land Rover in and then I would get the difference bak of $9311.00. It has been three weeks since I've traded in my car, already received the new car and they have my title for other car and have not paid me for the difference. I've followed up with Driveway.com several times already and I keep getting the run around and no clear answer on when I will receive the refund, which I should have already gotten. I've called customer service several times and spoken with my Case ****** ********, ************ a few times over the past few weeks going through the paperwork, corrdinating delivery, etc. and everything was fine up until the point that I am now owed money. The last contact with him was yesterday, Sunday Jul 13tha and he said he would update me today July 14th once accounting was back in the office and I have not heard anything and have followed up. I'm not sure what to do at this point to get my refund other than file a fraud claim and seek legal counsel to get the money I'm owed. I'm hoping you can help me as I've read online reviews about the same situation. Thank you.Business Response
Date: 07/15/2025
7/15/2025
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 trade vehicle's equity payment. Please be assured that we take the concerns of our customers very seriously. As such, our customer satisfaction team is working closely with the customer and provided the ***** tracking directly.
Thank you for bringing this to our attention.
Sincerely,
Lithia Driveway Team.Initial Complaint
Date:06/25/2025
Type:Product IssuesStatus: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 had placed an order for a new ***** on the driveway.com website in early may. I ended up finding a better deal at my local dealership and since I hadn't received the car with driveway I decided to cancel my order. I called Driveway on 5/12/2025 and they assured the order had been canceled. Two weeks later I end up receiving a bill from ************** advising my car payment is due 6/22 for a car I did not receive and had canceled. I called Ally and was advised Driveway had only issued a partial payment and they havent received the rest of it. I reach out to Driveway and was advised a ticket was put in. This is UNACCEPTABLE. Driveways lack of urgency to issue payment back to Ally is potentially going to ding my credit if this isnt resolved within the 30 day ***** I need this matter resolved ASAP as per conversation with Ally today 6/25 this issue is still pending and they havent received payment to remove this auto loan from my credit profile.Business Response
Date: 06/26/2025
6/26/2025
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 cancellation of funding. Please be assured that we take the concerns of our customers very seriously. We have reached out to Ally and are working toward resolution with them. We have been advised that no harm to the customers credit will occur due to the loan being cancelled before the vehicle was delivered. We will follow up with the customer directly.
Thank you for bringing this to our attention.
Sincerely,
Lithia Driveway Team.Initial Complaint
Date:06/05/2025
Type:Service or Repair IssuesStatus: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.
Complaint: 23428428
I am rejecting this response because:For one, I was rushed into signing the agreement regarding the shipping fee because I was sent a dud vehicle and it spent the entire return period in the mechanics shop. Additionally, Driveway states that all vehicles arrive mechanically functioning and have no safety issues. Instead, I received a mechanically damaged vehicle that was not safe to drive. I agreed to pay shipping on a mechanically functioning vehicle, not one missing the key components (a.k.a. The engine). I actually spoke to the DEALER today, and they agreed that if what my mechanic says about the vehicle is true (when they look at it for themselves), which it is because the whole head gasket is shot, they would urge Driveway to give me my shipping fee back plus all other funds. Additionally, for a business that cares about its consumers, I was supposed to receive a call from a manager or supervisor 5 days ago.. but no response. Plus, they wont respond to my texts or answer my questions. They just ignore me. Driveway is a horrible company and I would highly refrain from doing any business with them. I forgot to add that they continuously blamed the dealer for the entire situation, but my phone call with the dealer was completely different. Overall, Driveway is a poor company who tricks people into signing contracts and sends a poor product so they can make a quick **** (in my opinion, based on my experience). Its shame that Lithia Motors would treat people like this.
ecision on whether or not we got our shipping fee back. The dealership claims the smoking is from residual oil left over from a head gasket cover fix they did in April. Even though the mechanic tells us otherwise. Now, Driveway claims the mechanics diagnostic report isnt detailed enough to support that the vehicle needs a new engine. They refuse to give our shipping fee back. When purchasing a used vehicle through Driveway, there is an AS IS box that states that their used vehicles are inspected & reconditioned for mechanical/safety issues. This is clearly false. Weve offered to provide them with video-graphic evidence of the smoking car, theyve declined. Weve tried to reach out to Driveways supervisor & the dealership itself, nobody is taking/returning our calls. Ive contacted Lithia ****************************** directly. We will most certainly take legal action if necessary. It is against every consumer law to sell a vehicle that is unsafe to drive without disclosing that information.
Sincerely,
****** ******Business Response
Date: 06/06/2025
6/6/2025
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. Please be assured that we take the concerns of our customers very seriously. As part of the agreement accepting the terms of the 7-day Money Back Guarantee, the customer agrees that ******************** will refund all monies associated with purchase of the vehicle less any delivery fees. The issue was addressed by the selling store and communicated clearly that the engine did not need replacement.
Thank you for bringing this to our attention.
Sincerely,
Lithia Driveway Team.Customer Answer
Date: 06/26/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and although I am stating that I do accept the businesss response to resolve this complaint, it is not because of any efforts that this business made. In fact, this business made no efforts to fix this complaint and continued to lie and twist their words throughout our whole process of buying and returning with them. I will never recommend this business to anybody. Not only was the lack of communication terrible, they have no respect for their consumers or their consumers safety. This business is unprofessional and shady to say the least. They pick and choose what they want to respond to and then when they are caught in a lie, they try to twist their words or simply dont respond. Driveway was said to be the middleman between you and a dealership. Throughout our process, they were anything but that. They were absolutely no help in the return process, only in the purchasing process. Are we surprised? For this company being owned by Lithia Motors, it sure goes to show what type of businesses they run and how they really care about their consumers. Never again will we be purchasing from or recommending this company to anyone.
Sincerely,
****** ******Business Response
Date: 06/26/2025
6/26/2025
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. Please be assured that we take the concerns of our customers very seriously. As part of the agreement accepting the terms of the 7-day Money Back Guarantee, the customer agrees that ******************** will refund all monies associated with purchase of the vehicle less any delivery fees. The vehicle was thoroughly inspected upon its return and determined that a new engine was not needed and only a minor part was needed to resolve the issue.
Thank you for bringing this to our attention.
Sincerely,
Lithia Driveway Team.Initial Complaint
Date:05/27/2025
Type:Product IssuesStatus: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.
Complaint: 23380686
I am rejecting this response because:Driveway *************and Driveway.com are ran by the same entity.They all work together.
Sincerely,
****** *******repair assistance at the ram dealer.I will also get it detailed since they lied about that as well.Business Response
Date: 06/11/2025
This complaint was submitted to the incorrect company. Driveway ******************* does not sell vehicles, we are a finance company. We believe this complaint may have been meant for Driveway.com. Please redirect the complaint to the correct company.Customer Answer
Date: 06/11/2025
I purchased a 2020 Ram 1500 Longhorn 4/16/25 from driveway.com.I have called and told them my complaint.The truck has 7 to 8 pieces of pipe welded together that rattles on the exhaust.I want one piece of factory exhaust installed.I was also not told it had peeling and bubbling dashboard leather.I want that repaired.If they can't,I want ******* dollars back to help pay the ram dealership in my area to fix.
Desired Resolution
Repair
Business Response
Date: 06/26/2025
6/26/2025
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 and purchase process. Please be assured that we take the concerns of our customers very seriously. The ***** Money Back Guarantee period begins at the date of delivery and provides the time necessary to discover any issues and have them addressed. During this period we reached out to the customer regarding the Mileage and detailing of the unit and were advised that the customer took care of the detailing and did not ask for reimbursement.Regarding the other issues, these were not brought up until over 1 month after vehicles delivery and could not be sited as an issue present at time of delivery. We are unable to assist.
Thank you for bringing this to our attention.
Sincerely,
Lithia Driveway Team.Customer Answer
Date: 07/01/2025
I would like repairs done by dealership using oem parts.Customer Answer
Date: 06/26/2025
Complaint: 23380686
I am rejecting this response because:I never told them I took care of detailing.I was contacted about the mileage but was never offered compensation.The leather and exhaust was not discovered until I drove it within two weeks of receiving license plates.I do not accept these comments as a resolution to a bad purchase experience.Please offer in writing a solution on the bbb site of $6000.00 for repairs or repair with ram parts offer.
Sincerely,
****** *******Customer Answer
Date: 07/10/2025
Complaint: 23380686
I am rejecting this response because:I was unable to drive the vehicle when delivered because of no plates.The vehicle should not be as is if its over ***** ********** is not a cheap *********** york should have protections in place from undisclosed damages.
Sincerely,
****** *******Business Response
Date: 07/09/2025
7/9/2025
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 repair request. Please be assured that we take the concerns of our customers very seriously. As stated in our previous response, the issues were not brought up until over 1 month after the vehicles delivery and could not be sited as an issue present at time of delivery. Additionally, the vehicle was not sold with a dealer warranty nor a 3rd party warranty, which was offered during the purchasing/ordering process. We are unable to assist with the repairs at this time.Thank you for bringing this to our attention.
Sincerely,
Lithia Driveway Team.Initial Complaint
Date:05/25/2025
Type:Product IssuesStatus: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.
Complaint: 23375407
I am rejecting this response because: Customer support has not addressed or responded to request for reimbursement of loan payment while vehicle is unregistered. Driveway has not secured a rental vehicle or new temporary registration while vehicle is unregistered.
Sincerely,
******* ***** that point. That week our temp tag expired and I was on the phone with DW daily. I repeatedly followed up about the issuance of a 2nd temp tag (DMV states this must be printed by dealer). At one point I was told by ** to drive the vehicle with expired tags and hope for the best! It seems as if no one at ** (sales, cust svc, registration ***** has any incentive to gather info or solve the issue. Called DW this week on 5/22. No indication was made the dealer had been contacted about a temp tag nor any efforts made to resolve permanent tags. I asked for my case to be escalated, then told via text everyone was in a meeting and have no reply in the 3 days since. On 5/22 I communicated to DW how to make things right: my family needs a legally drivable vehicle (temp tags or rental car) and if not, DW to cover each monthly payment while the vehicle is inoperable. *** business/support model has failed and at this point feels like they are not operating in good faith. -S.A. 5/25/2025Business Response
Date: 06/02/2025
6/2/25
Re: ******* Ailes 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. Our Customer Satisfaction team has been working closely with all parties to resolve this issue. We will continue to work with the customer until the registration is completed.
Thank you for bringing this to our attention.
Sincerely,
Lithia Driveway Team.Business Response
Date: 06/11/2025
6/11/25
Re: ******* Ailes 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. Our Customer Satisfaction team has been working closely with all parties to resolve this issue. We will continue to work with the customer until the registration is completed. We have also issued a refund to the customer for a vehicle payment due to the delays.
Thank you for bringing this to our attention.
Sincerely,
Lithia Driveway Team.Customer Answer
Date: 06/13/2025
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:05/14/2025
Type:Order IssuesStatus: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.
Complaint: 23328534
I am rejecting this response because: Semantics doesn't work here. I tried to contact the dealer directly and they sent me back to you. Someone owes me 20k, don't really care at this point, send me my check and my REGISTRATION. It has been 32 days.
Sincerely,
****** *********Business Response
Date: 05/25/2025
This complaint was submitted to the incorrect company. Driveway ******************* does not sell vehicles, nor do we take vehicles for trade. We believe the consumer meant to submit this complaint to ******, or Driveway.com, as the attachments in the complaint appear to be from those companies. Please resubmit the complaint to the correct company.Business Response
Date: 06/06/2025
6/6/2025
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 and trade equity payment. Please be assured that we take the concerns of our customers very seriously. Registration for the vehicle was sent via UPS on 5/23 and shows as delivered as of 5/27. Additionally, the Equity check on the trade in was to be processed by the selling store. Our team will follow up directly with the customer if there are any issues moving forward.
Thank you for bringing this to our attention.
Sincerely,
Lithia Driveway Team.Customer Answer
Date: 06/06/2025
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.Check received, after receiving the title I will consider the deal finished! Thank you for your reply.
Sincerely,
****** *********Initial Complaint
Date:05/06/2025
Type:Product IssuesStatus: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.
Complaint: 23294519
I am rejecting this response because:1. I do not understand why I was told the refund would be looked into and was then charged (both ways). The car would never have passed inspection in my state, and had Driveway had the work done it would not have been done within the timeframe of being able to return if something else were wrong/not fixed.
2. I have repeatedly reached out to Driveway and even texted someone I had previously been in communication with. REPEATEDLY I was told I would receive a phone call, yet no one has called me in WEEKS. If my loan was canceled, why can't this be confirmed? And why did I receive a message saying I had a payment on my loan that was going to be late?
ek since the mechanic said repairs would be awhile. I received only a partial refund, and my loan cancellation was supposedly completed, yet I started receiving messages asking to pay my monthly loan payment. I have contacted Driveway.com to ensure the loan is canceled and they are ignoring me. Multiple times I've been told they'd be in touch. They have not been. I want a refund for EVERYTHING and I NEED this loan to be taken care of. This is beyond unacceptable.
Sincerely,
******** ******Business Response
Date: 05/16/2025
5/16/2025
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 unwind and refund amount. Please be assured that we take the concerns of our customers very seriously. After our offer to address the vehicle was declined we acted in accordance to the 7-day, 400-mile money back guarantee. Within that agreement, Driveway agrees to refund all monies associated with purchase of the vehicle less any delivery fee. Our team will remain available at *************************************** if there are any questions or concerns regarding this policy.
Thank you for bringing this to our attention.
Sincerely,
Lithia Driveway Team.Business Response
Date: 06/02/2025
6/2/2025
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 unwind and refund amount. Please be assured that we take the concerns of our customers very seriously. Our team agreed to repairs, plus the vehicle would still have its 60-day or ***** mile dealer warranty to account for any additional issues, if the occurred. Due to this offer being refused, the shipping fee as assessed on the proposal was charged. Driveway covered the return shipping charges. All Funding was cancelled with Driveway *******************. Any questions about the request for payment would need to be directed to their customer service team at ************ or ******************************************************************************************
Thank you for bringing this to our attention.
Sincerely,
Lithia Driveway Team.Initial Complaint
Date:05/06/2025
Type:Sales and Advertising IssuesStatus: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 ***** GX 460 from Driveway.com on February 3, 2025. I let the company know that because of my disabled veteran status I should be exempt from paying sales tax on personal vehicles. I was advised that the *** team for my area would verify this exemption and that I would be reimbursed after the sale had been conducted. I have been in contact with representatives from Driveway.com continuously since then on the phone and via e-mail and there still is no confirmation that they have sent me payment for the overpayment of sales tax. To add to the issue, the vehicle has since been paid off and Driveway.com insists on sending payment to the previous lien holder instead of to me directly. I also made $5000 in payment to Driveway for my vehicle purchase via credit card transaction that they are not using as an option to issue a refund.I would like to be reimbursed the $1,639.42 immediately in accordance with the Disabled Veterans Sales and Use Tax Exemption of the *************************************.Business Response
Date: 05/06/2025
5/6/2025
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 sales tax refund. Please be assured that we take the concerns of our customers very seriously. In accordance to our policies and in parnership with our lending partners, all refunds of monies originally paid through a loan or finance deal must be returned to the payment source, in this case Navy ********************, unless proof of payoff is submitted. Since no proof was provided, a check was cut on April 15th and sent to the lienholder. The check was deposited by them on 4/25. A supervisor of our customer satisfaction team has been in contact with the customer and will remain available if there are additional concerns.
Thank you for bringing this to our attention.
Sincerely,
Lithia Driveway Team.
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