Driveway - Online Convenience Delivered

nixsynu responded

Review update: 06/23/2025: Update to my previous review. I am so angry - Driveway is a scam and they have put my safety at risk. Following my previous review, Driveway reached out to me and I engaged with a friendly customer support specialist who was helpful. They arranged for me to have the vehicle looked at for the issues I had highlighted, but ended up making no improvements to the bodywork of the vehicle and ordered 1x extra key. I then received an email last week requesting docs to register the car with the Virginia DMV. I was incredibly stressed - the registration was not processed with the DMV although the vehicle was purchased nearly a month ago, and the advice provided by Driveway, that I could use the temporary 30 day pink slip from the Nevada DMV, was incorrect. I advised Driveway that I require temporary plates to be able to at least drive the vehicle and they said they cannot help me - that I must wait for the DMV registration which could take another 2 weeks, but they advised they would escalate. I went to the Virginia DMV this morning and they advised that without the title or registration documents, I could not register the vehicle in my name. The vehicle has not been registered to me in the state where I am legally resident and Driveway put my safety at risk. I am very, very upset and I want the car returned and my money refunded. I've had a vehicle which I cannot drive and where I wasn't informed of multiple issues. This is a terrible and frightening service.

Driveway - Online Convenience Delivered responded

Hi Nicole, Thank you for providing this update, and we’re very sorry to hear that your experience has worsened—we understand how upsetting and stressful this situation must be. Your concerns are being taken seriously, and we've escalated your feedback internally for urgent review. A member of our team will be reaching out directly to address the registration delay, the title concerns, and the next steps regarding your request. We also want to sincerely apologize for the confusion around temporary tags and any misinformation that contributed to the current situation.

Driveway - Online Convenience Delivered responded

Thank you for the thoughtful review, Aaliyah! We’re so glad to hear that Elizabeth made your experience such a positive one. She truly cares about making things go smoothly, and we’re happy you felt supported every step of the way!

Driveway - Online Convenience Delivered responded

Thanks so much for the kind words, Morgan! We’re thrilled to hear that Thad was such a great support throughout your experience, and that the rest of the team helped make things smooth along the way. Congrats on your new car — we’re just as excited for this next chapter with you behind the wheel!

Driveway - Online Convenience Delivered responded

Thanks for the wonderful review! We’re so glad to hear that Fransisco went above and beyond to help you find the right car—and that he made sure you were taken care of even when he wasn’t available. That kind of dedication is exactly what we strive for. We’ll be sure to pass along your kind words to him!

Driveway - Online Convenience Delivered responded

Hi Shelby, Thank you so much for the awesome feedback! We're thrilled to hear that Leisha made the experience both fun and professional—what a combo! We’ll be sure to share your kind words with her. So glad we could provide your best interaction yet. Thanks for choosing Driveway!

Driveway - Online Convenience Delivered responded

Hi there, Thank you for your kind words! We’re thrilled to hear that Leisha made the entire process easy and smooth for you. We’ll be sure to share your praise with her. Thanks for choosing Driveway!

Driveway - Online Convenience Delivered responded

Thanks for sharing your experience, Dianna! We're honored to have been part of your first car-buying journey and are so glad to hear it was easy, straightforward, and stress-free. Enjoy your new ride!

Driveway - Online Convenience Delivered responded

Hi Jazymn, We’re truly sorry to hear that your experience has been frustrating and disappointing. We understand how concerning it must have been to receive a vehicle that appeared to have mechanical issues upon arrival. After further internal review and discussions with our team, we want to clarify that the vehicle return is currently in progress and transport has already been scheduled within your 7-day return window. While we understand your concern regarding the shipping fees, per the signed contract and return policy, the buyer is responsible for both the original and return shipping costs unless the vehicle is determined to be materially misrepresented. The diagnostic report provided was reviewed, but it did not include detailed findings beyond stating that the vehicle "needs a new engine." Additionally, the dealership does not agree that a new engine is necessary based on their own inspection. We absolutely recognize the frustration this situation has caused, and we apologize that our resolution has not met your expectations. We’re committed to ensuring the return is completed smoothly, and our team will remain in contact throughout the process. Please don’t hesitate to reach out to our Customer Care team if you have any further questions. Thank you again for your feedback—it helps us continue improving the customer experience.

Jazmyn responded

Driveway, After receiving this response on 6/9/25, my husband and I directly contacted the dealership in which the vehicle came from. Where we were informed that the vehicle was indeed returned back to the dealership on 6/9/25. However, they did NOT have the chance to do THEIR OWN inspection with the car on 6/9/25 as you are stating. I would like to clarify that YOU sold us a vehicle that HAS mechanical issues and is UNSAFE to drive. Can you list me ANY SAFE mechanical issues that come with a vehicle that is leaking oil and smoking from the engine? Regardless of the lies that you are claiming, this vehicle YOU sold to us could’ve HURT OR KILLED my husband, myself, or someone else. Additionally, I’m glad you mentioned, per the signed contract and return policy, that the buyer is responsible for both the original and return shipping costs UNLESS the vehicle is determined to be MATERIALLY MISREPRESENTED in which it DOES. Does your website not state that your sold as is (used), high mileage vehicles are INSPECTED AND RECONDITIONED FOR MECHANICAL ISSUES AND SAFETY CONCERNS? Or are you going to lie about that as well? We have video evidence, screenshots, text messages, a mechanical diagnosis from BOTH our mechanic AND the dealership mechanic telling us that this vehicle IS MATERIALLY MISREPRESENTED AND UNSAFE, yet that’s still not enough to justify that we as consumers deserve to have ALL of our money, including original and return shipping costs, returned back to us because your company made the mistake of selling a vehicle that was unsafe FROM THE BEGINNING. The only thing your company is committed to is stealing people’s money! I would not recommend this company to anyone. Additionally, we ask that you please don’t state that someone from your company will continue to be in contact with us through this process as that is yet another lie. We have yet to speak to a Driveway Supervisor after asking for one over a week ago. In fact, the only contact we’ve been given from Driveway has been their pathetic lies in their responses to our reviews on multiple different websites. We didn’t even know that the vehicle had been picked up from the mechanics until my husband messaged them to tell them it was still there, in which we got one response saying the vehicle had already been picked up. This company and the people working for it pick and choose what they want to respond to. They will do whatever they can to make it look as if it’s the consumers fault. However, I believe everyone should know that this company is shady, unprofessional, full of lies, and take no accountability for their actions. Here are some of the lies we’ve been told through our process with Driveway: 1.) Driveways website states that Sold As Is, High Mileage Used vehicles are inspected and reconditioned for mechanical issues and safety concerns. However, this is proven to be a LIE. We received a vehicle that was leaking oil and smoking PROFUSELY out of the engine. (We have video evidence that Driveway has declined to see) To the point where on the 15 minute drive to a mechanics my husband had to roll the windows down bc the smell of burning oil and smoke was coming up through the vents and into the cabin of the vehicle! As you can see, Driveway understands that receiving a vehicle that “appeared” to have mechanical issues can be frustrating. We didn’t receive a vehicle that “appeared” to have mechanical issues. We received a vehicle that HAS mechanical issues as confirmed by a professional mechanic. 2.) We were told by Driveway that the shipping costs are not associated with them, they are associated with the Dealership. After further discussion with the Dealership, we learned that this indeed is a lie. The Dealership has no idea how much we were charged for shipping, who or what company was hired to ship the vehicle, etc. 3.) We were told by Driveway that a member of their team would continue to stay in contact with us. No team member from Driveway has been in contact with us since we started the return process with the vehicle. In fact, we are still waiting to speak with a Driveway Supervisor after asking to speak to one OVER A WEEK AGO. They will not return our texts or our phone calls. The only responses we received are to our reviews. Does this show you what type of business Driveway is? 4.) We were told by Driveway that the Dealership had received and done their own inspection on the vehicle on 6/9/25. After being in contact with the dealership, we learned that is indeed A LIE. The Dealership received the vehicle on 6/9/25, but did not have a chance to complete their own inspection on the vehicle. We were informed by the Dealership that they will reach out to us when they complete their own inspection of the vehicle in which they advised us to IGNORE Driveway’s responses at the time. (Hence, why I am posting this response days later.) See Driveway only makes their money when they sell a vehicle on their website. We understand that per the signed contract, the buyer is responsible for original and return shipping costs IF they receive a vehicle with NO mechanical issues or safety concerns. My husband and I even made Driveway aware before we got the final diagnostic report that IF the issue with the vehicle was NOT a major issue AND they were willing to fix it, we would keep the vehicle bc we did like the vehicle. However, once we received an $8,000 diagnostic report and realized the issue is much bigger we decided to return it, AS WE SHOULD. Just like WE SHOULD receive ALL of our money back, ORIGINAL and RETURN shipping costs as well, per EVERY CONSUMER LAW. We as consumers are protected under the Unfair Trade Practices and Consumer Protection Law. Save yourself the hassle that Driveway causes and purchase a vehicle directly through a dealership. Don’t waste your time or your money on a company that is shady, unprofessional, and truly doesn’t care about the consumer. Lastly, Driveway, if you would like to continue fighting us about this situation via reviews and not take any accountability, the next person you will speak to is our attorney.

Driveway - Online Convenience Delivered responded

Hi there, Thank you for sharing your experience! We’re so happy to hear that Leshia stood out as the best person you’ve worked with over the years. Her promptness and attention to detail truly make a difference, and we’ll be sure to pass along your kind words. It means a lot to know you’d choose Driveway again because of her — thanks for trusting us with your family’s car needs!

Driveway - Online Convenience Delivered responded

Hi there, Thank you so much for the kind words! We're thrilled to hear that Sean made such a positive impression—helpful, knowledgeable, and patient is exactly what we hope every experience feels like. We’ll be sure to pass along your praise to him. We’re honored to have earned your trust, and we look forward to helping you again in the future!