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:04/25/2025

  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.

   
  Complaint: 23249053
  
  I am rejecting this response because: i dont know why they insist it is a cosmetic blemish. The rear bumper was hit and pushed in. This has caused the tow bar to be misaligned, causing a safety issue if trying to tow a trailer. This more more then cosmetic and was not disclosed in advance.
  
  Sincerely,
  
  ****** *******se, but where the bumper is pushed it, it is potentially unsafe to tow anything, and where the paint is missing is a rust concern. The estimate from the body shop was $6900 for everything.

  Customer Answer

  Date: 05/02/2025

  I returned the vehicle and received most of my deposit back, but they still charged me the $860 delivery fee. If the damage had been disclosed before I ordered the truck, I would not be out the delivery fee, because I would have never purchased vehicle. 

  Business Response

  Date: 04/25/2025

  4/25/2025
  
  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 cosmetic condition.  Please be assured that we take the concerns of our customers very seriously. A member of our Customer Satisfaction Team is working with the customer to facilitate a return in accordance to our 7-day return policy. We will continue to work directly with the customer to resolve this matter.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

• Initial Complaint

  Date:04/18/2025

  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 purchased a vehicle on February 14, 2025 from driveway.com. I paid cash and did not use any financing. I have been unable to obtain a physical bill of sale and have not received the title either. My paper plate will be expired in 2 days and I will be unable to drive the vehicle legally. I have no proof that I own the vehicle. I have repeatedly requested documentation of the sale and the company has not complied with my requests.

  Business Response

  Date: 04/21/2025

  4/21/2025
  
  Re: **** Powlen 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 title work.  Please be assured that we take the concerns of our customers very seriously. All DMV paperwork is with our local vendor being processed as a rushed request as we received the final inspection documents from the customer on 4/7. Furthermore, all documents have been sent to the customer via email for the customer to print as needed. Due to the customer using foul and abusive language to our team members a Manager has been assigned as the primary point of contact and has provided his direct line for **** to conduct any follow up. We have been advised that our next update from DMV will occur on Wednesday 4/23.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

• Initial Complaint

  Date:04/02/2025

  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.

  On February 28th at 5:52 PM, I ordered a 2019 ****** Crosstrek on Driveway.com (Order No. JA52530), and a ***resentative was assigned to assist me. On March 3rd at 2:56 PM, I submitted my drivers license and insurance. Later that day, at 5:45 PM, I paid a $500 deposit to hold the car. On March 4th, I was told my name wasnt listed on the insurance and needed an insurance binder, which I secured that day. On March 11th, Driveway emailed me E-Sign documents to sign. On March 13th, **** from Driveway emailed that my notarized documents were being sent. On March 14th, Driveway confirmed their arrival. On March 17th, **** texted that my paperwork should have arrived. On March 18th, I told him I needed the documents resent, as I had signed them without a notary by mistake. He never responded. On March 19th at 1:18 PM, I called Driveway. A *** said it was an easy fix and Id be contacted soon. On March 20th, I called again, and they confirmed they had my documents and Id be contactedbut I never heard back. On March 24th, Aleysia from Driveway texted me. I told her I was still waiting for the documents. She said shed speak with their delivery coordinator. On March 28th, ***** from Driveway told me they were still waiting on my documents. I explained I had reached out multiple times, but received no response. On March 30th, I emailed ********************************** to say I was still waiting. On April 2nd at 1:09 PM, I contacted Driveway again. A *** said Aleysia and the care managers would reach out within 30 minutes via phone, text, or email. As of April 2nd at 4:55 PM, I have not been contacted I want my money back from the from the deposit.

  Business Response

  Date: 04/04/2025

  4/3/2025
  
  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 experience with Driveway.com.  Please be assured that we take the concerns of our customers very seriously. Out customer satisfaction team as well as the customers assigned agents are working directly with the customer to resolve this matter. We will continue to be available until the customer is satisfied with the final outcome of the deal.  
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair 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.

   
  Complaint: 23051849
  
  I am rejecting this response because:
  I have attached the screenshots showing that I sent him the mechanic bill and the EXACT ERROR CODE SHOWN ON THE CAR. I gave you everything you asked for and was never given my money or even told if a faulty thermostat was covered under the warranty.
  Sincerely,
  
  ******* ********

  Business Response

  Date: 03/19/2025

  3/19/2025
  
  Re: ******* McMillan 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 after delivery and subsequent warranty claim.  Please be assured that we take the concerns of our customers very seriously. On January 6th we advised the customer that a full diagnosis from a certified mechanic was needed in order to submit a warranty claim. Communication with the customer has occurred since then and no such diagnosis was provided. Our 60-day warranty allows for a reasonable time to get this, in order to still be covered, but it has been over 2 months and no documentation was provided. We will continue to be available to discuss this with the customer directly but cannot guarantee coverages due to the lapsed time. 
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team. 

  Business Response

  Date: 04/03/2025

  4/3/2025
  
  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 repairs.  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. 
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

• Initial Complaint

  Date:02/27/2025

  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 02/25/25 I came across a car I wanted to purchase on driveway.com. After submitting an offer I immediately got a response. I spoke with a rep, ********** who guided me through the process. I submitted all my pertinent info & qualified for a loan. At that point they processed a $500 deposit on the vehicle. I was then told Id hear back from them the next day around 11am. Once 1:30pm came I called back. I was notified the car was already sold. At that point they gave me two options: they keep the money and I keep looking for a car or I get a refund. I told them Id like a refund. Later that night I saw the refund in my account as pending. The next day it was gone. At this point I did a charge back on my debit card and reported them for fraud. I have emailed several times asking for a letter stating the car was not available and that I would get a refund AS THEY STATED I WOULD. I have nothing. No money. No letter as of 02/27/25.

  Business Response

  Date: 03/03/2025

  3/3/2025
  
  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 refund.  Please be assured that we take the concerns of our customers very seriously. We strive to keep our inventory up to date, but because Driveway operates on a first-come, first-served basis, we cannot guarantee availability of any particular vehicle until a purchase is finalized. Upon notification of the vehicle being unavailable and the customer opting to receive a refund, we initiated this process and provided them a receipt showing that we issued a credit. 

  A pending return being show on the customers banking platform and sudden disappearance would be on that financial institution. Once funds are credited back, we are unable to reverse that credit without asking the customer to resubmit the payment. Our team will monitor closely and respond to any chargeback accordingly. We will also remain available to the customer to explain further or provide additional assistance should they need at ************************************************************

  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

• Initial Complaint

  Date:02/18/2025

  Type:Customer Service 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.

   
  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,
  
  ***** *****youts but later said they could not.Wasted Time and Effort: I completed all requested steps only to be denied service.Poor Communication: The representative did not verify eligibility before proceeding.Unnecessary Data Collection: My personal information was gathered without delivering the promised service.I urge the BBB to investigate Driveway.com for deceptive practices. I request that Driveway.com acknowledge their failure, take corrective measures, and ensure the protection of customer data.I expect a prompt response and appropriate action. Thank you for your attention.

  Business Response

  Date: 02/19/2025

  2/19/2025
  
  Re: ***** ***** inquiry
  
  To whom it may concern,
  
  We are in receipt of your letter, in which you relay the concerns of the consumer regarding the sale of their vehicle to Driveway.com.  Please be assured that we take the concerns of our customers very seriously. At the time of the transaction, our partnership with a ******* Dealer to purchase in leases was in transition and a suitable replacement had not yet been identified. We have rectified this issue as of today. A member of our Senior Operations Leadership team reached out directly to the consumer to address the issue and advise that we can proceed and provided additional resolution in the event the consumer would like to wait until they have found a suitable replacement vehicle. We hope these efforts will show our care for the customer and their time. Furthermore, we will remain committed to supporting the customer should any other issues arise.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair 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.

   
  Complaint: 22957902
  
  I am rejecting this response because:

  Until my car title is in my hand I will not be happy. There was another delay today in a document that needs my signature. It did not arrive at *** and I have to wait another day which is another day I do not have the title. You had no choice but to provide a rental car as you were taking my trade in. You could not leave me stranded without a vehicle. I am paying an extra 125$ for insurance for a car the last two weeks one of which has been sitting in my driveway. Until my registration fees are returned to me and this 2017 **** is registered and legal to drive I will not be satisfied. Now Im waiting for trade in to be picked up its almost 830 pm at night and I said 5 pm or after is a good time. The car in my driveway.  Nothing has been smooth in this process its extremely frustrating and not okay. 
  
  Sincerely,
  
  ***** *************

  last Thursday I was told in a few days would be expedited. That was another lie. The guy was new and another custormer service lady told me wrong info was given to me another 5-7 days for title to be released to me. I purchased the vehicle 1/22/2025 wired the amount and still do not have a legal vehicle to drive. The vehicle has been in my possesion for over a week. I had a 7 day window to drive the vehicle and its sitting in my driveway since it arrived Monday night 2/10/2025. I just got a text saying they will pick up trade in and no one told me this. They want my trade in then they will have to provide a rental car. This is shady business practice all of what has transpired and people should know. I will never trade in or purchase a vehicle. Now I am concerned about the condition of the vehicle. Also my vehicle has a dent in the right bumper and none of the pictures showed that bump.Also sent wrong docs for new car was sent trade in paperwork. Incompetent and unprofessional.

  Business Response

  Date: 02/19/2025

  2/19/2025

  Re: ***** Christopoulos 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 and its registration.  Please be assured that we take the concerns of our customers very seriously. At this time, a member of our Customer Satisfaction Leadership team is working directly with the customer to resolve this issue. A rental car has been authorized as we continue to work toward successful DMV completion. We will remain available for any concerns they may have. 
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

  Customer Answer

  Date: 03/03/2025

   
  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,
  
  ***** *************

  Business Response

  Date: 03/03/2025

  3/3/2025
  
  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 vehicles registration.  Please be assured that we take the concerns of our customers very seriously. At this time, our records indicate that all documents and forms of payment necessary for the customer to complete their DMV have been delivered to the customer. We will remain available to assist if any other concerns arise.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair 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.

   
  Complaint: 22957733
  
  I am rejecting this response because:
  The DMV told me that I need the title. 
  Sincerely,
  
  ***** ******* **

  Business Response

  Date: 02/19/2025

  2/19/2025
  
  Re: ***** **************************** 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.  Please be assured that we take the concerns of our customers very seriously. Throughout the course of us working on titling and registering this vehicle, certain documents and inspections were required to be completed by the customer. On numerous occasions the customer was combative in communications and displayed an overall lack of cooperation. At our expense, we were able to get certain inspections completed to provide a title. This title is an Electronic title with the state. We have provided all other documentation necessary for the customer to complete their registration as long as they take a SMOG test result to the *** with them. We will reach out to the CA *** to make sure there are no other roadblocks.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

  Business Response

  Date: 03/03/2025

  3/3/2025
  
  Re: ***** ***************************** 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.  Please be assured that we take the concerns of our customers very seriously. In our effort to maintain a positive customer experience, ******************** paid an additional $300 to have the registration completed. This was sent to the customer via *** and tracking shows it was delivered today.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

  Customer Answer

  Date: 03/03/2025

   
  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:01/24/2025

  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 paid for my car in full with confirmation of receipt 11/12/2024.I received my car December 3, 2024. An e-check was completed in the state of **** December 2, 2024.Upon review of the car on 12/3/2024 I found 2 undisclosed damaged parts after requesting pictures from employee Qwoy of any damage. I sent those pictures to **** ******* Who addressed one of the two and was willing to pay $100 for one of the damages and not address the other. He stated it was in the pictures online however it was not in the pictures disclosed by Driveway employee of any damage on the vehicle. I told him I would get a quote for the part and provided to him for payment when possible.On 12/20/2024 I received An email letting me know **** ******* would be I assigned contractor. The email also stated it needs the front and the back of my Social Security card for the Ohio DMV. They sent a link and I uploaded it within the hour.On 1/13/2025 I received an email from ****** Who stated: ***** ******,Im reaching out today because the "Out of State Inspection" has expired, the Ohio *** wants a new one. I apologize for the delays, all your other documents are ready and we did get your SSN. This is the last item we need before we can submit your paperwork to Ohio ***. Please note that the car had an Ohio inspection on 12/2/2024 On 12/24/24: from **** *******: I also got conformation we are working on processing your DMV paperwork again now that we have your ****** the meantime, I had to go get a set of temporary tags because they would not provide me with others due to laws of **********. They have all paperwork necessary and still holding onto my tags and my title. **** said this could take 2 to 4 more weeks . By then my tags will have expired and I was supposed to get my plates within 30 days. I am still without plates and have no guarantee. They will not be here before the current temporary tags expire.

  Business Response

  Date: 01/29/2025

  1/29/2025
  
  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.  Please be assured that we take the concerns of our customers very seriously. Our website FAQs advertise that in ****, the vehicles registration materials should arrive 4-8 weeks from the date of the vehicle delivery, depending on which county you live in. We have worked with Ms. ****** to resolve any issues. The plates and registration were delivered yesterday, 1/28/2024 at 4:09 PM according to *** Tracking. Our Care team will remain available to the customer to address any other concerns.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.

• Initial Complaint

  Date:01/21/2025

  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.

   
  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,
  
  ****** ***** Supervisors. I've been given misleading information, the run arounds, unreturned phone calls, emails and promises that hasn't been kept.Per Driveway, registration of vehicle and plates would be processed and mailed 2-4 weeks after delivery of vehicle per State of *********. It's been close to 8 weeks and I still haven't received my registration and plates The sad part is I'm still being given the run arounds as to why I may not have them. Not only are my temporary plates expiring, but I as well, won't have my driving job any longer because I lack the necessary requirements which are current registration and valid plates. I've never experienced such a high level of unprofessionalism, disregard and lack of concern. I've been told nothing but lies over and over again. I will be sending certified, notarized letters to every executive weekly until I receive my registration and plates.I need to know when I'll be receiving my registration and plates.I need answers NOW!

  Business Response

  Date: 01/29/2025

  1/29/2025
  
  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 vehicles registration and plates.  Please be assured that we take the concerns of our customers very seriously. Per *** tracking the registration and plates arrived on  1/24/2025 at 10:12 AM. Our customer care team will remain available to the customer if there are any additional concerns.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Lithia Driveway Team.