Driveway - Online Convenience Delivered

I first want to say I had left a bad review of this company back in December, because I had not received my title, plates or registration since buying my truck in October. I now know this was NOT the company back in December, because I had not received my title, plates or registration since buying my truck in October. I now know this was NOT the fault of driveway.com. I am still in the process of getting all the information from the SOS aka DMV here in Michigan but I think when the SOS sent out my plates and registration it got lost in the mail. This was the first time I had bought from an online company and from a company I had never heard of so I was skeptical to say the least. My experience with them went very smooth and everyone has been very helpful especially with trying to figure out what was going on with my plates and title. I am very happy with the Toyota Tundra I got from them, its a beautiful truck and was a great value! I would like to apologize to Driveway.com for leaving my original bad review, you ARE a GREAT company and I look forward to doing business with you in the future. Please accept my sincere apology. More

I wanted to like this company as Clark Howard gave it high regards. I began the purchase process the first week of December. My experience has been similar to so many others here with there being no high regards. I began the purchase process the first week of December. My experience has been similar to so many others here with there being no consistency in communications or instructions, constantly being transferred to different supervisors. Excuses on their end abound but actual solutions don’t. Unfortunately they are like like dealing with slimy used car dealers who sell lemons on the corner downtown. They lie lie lie. I chose a 2019 Toyota Sienna Limited Premium. At various points along the process there were major issues. Driveway will blame you for not filling paperwork out correctly, they’ll blame the holidays, they’ll blame you for not working with them. They won’t ever take responsibility and truly be the concierge type online buying service they allude to be. These are some of my experiences: I was told after noticing some issues in the online photos that it was my responsibility to talk to the dealership that was selling the vehicle. I called and spoke with a salesman at the dealership who wanted me to buy directly from them and had nothing good to say about Driveway, this made me very uncomfortable. This agent told me that one of the issues that wasn’t obvious in the online photos was a large crack in the windshield. He said the dealership would repair this crack before shipping or selling off the lot. He said of course that if I drive up to see the van in person I could purchase it and they’d pay to have it repaired where I live. I then spoke with the person who details the vehicles or prepares them for shipping at the dealership and asked her a lot of questions. I was told the car was very clean (it wasn’t,) that there was no rust (there is rust on the undercarriage), and that there was nothing else wrong with the vehicle besides the scratch on the rear passenger side bumper and the crack in the windshield. What she nor anyone else wanted to tell me is that in addition to both of these defects there is also another ripple type scratch in the middle of the rear bumper, a 3 inch crack on the fender on the driver side, horizontal scratches along the glass on both the middle and rear windows on passenger side (so deep that a glass repair place can’t polish them out) , a white paint transfer on the passenger side tail light, serious oxidation and deterioration of the black trim around the driver and passenger doors, and a strange burn mark on the dash where the plastic has been marred by chemicals or heat The car looks like someone smeared grease on every interior plastic surface, there’s black mold in one of the rear seat cup holders. On December 22/23 both myself and my husband spoke with two different people from Driveway and informed them that the repair of the broken windshield needed to happen on their end and not to ship the van until it was fixed. Typical of our experience and that of others all communications stopped after this. No confirmation that it would he taken care of even though they were paid the rest of our deposit during this time. On the 30th of December I spoke with the man who would be delivering my van. I asked him if he could check to see if the windshield had been repaired, It wasn’t. So once again I have to call DriveWay to get answers. It was now the 31st of December. The person I thought was handling our case was no longer communicating with me, The new person coordinating the delivery sent me a text leading up to the holiday (NYE/NYD) but said he would be in contact on 1/3 but that the van might be delivered before then. How convenient! So there is no one to help me. After speaking to a random sales agent who can’t help me I’m transferred to a supervisor who won’t provide answers as to how this happened and why the van was shipped before being repaired. He did say that he’d call around glass shops in my area and get back with me in an hour as we had both agreed that Driveway would make the arrangements and set up the payment for the repair. This supervisor did not call me back. The van was delivered on Monday with no issues. Once I had it in my possession is when I did the once over and began noticing all the imperfections, scratches, additional dings, etc that I mentioned above. I was most concerned with the deep horizontal scratches on the glass on the back two windows and that these appeared to be part of the damages from whatever was struck or run into that caused the scratches on that side of the bumper and tail light. While waiting for an estimate on the windshield (again this was something Driveway had agreed to handle but wasn’t) I decided to call the company and inquire about returning the van. I was asked why I wanted to return the van and I explained yet again that the van was sent to me with a broken windshield and also noted the many other issues that were not disclosed most importantly the glass scratches. The Driveway rep offered no explanations or help but did manage to say he was sorry that I wouldn’t work with them as far as the windshield goes. What? I’m the one doing the actual work when your company dropped the ball. (And no Eli even though you supposedly gave my husband your personal number and said you’d reimburse him the cost to repair it there would be no way to actually hold you to anything once we pay for it) I was told how the return process works and a time frame with extra time allotted on their end for the “holidays” even though it’s now January 5th. I was told someone would be calling me. I immediately called my husband and notified him that most likely they would call him as this is often what happened. This same agent did call my husband he was told that we would have to pay twice to ship the van, both the coming and the return! What? The returning of the van is due to the dealership not being forthcoming about the issues with the van! Shipping a vehicle that was supposed to be repaired on their end, shipping a vehicle with more damages than they wanted to disclose. I would have expected the dealership to pay to ship it back. Or at the least Driveway offer to ship me another vehicle for free if I could find a better van on their site. One last note. I had a mechanic look at the van last night and was told that the 5th cylinder is misfiring. This is new info that is even more concerning. It’s something that is not noticeable to me. This is of serious concern because this is a newer vehicle. My advice to you is to use a different company, but if not, keep meticulous records of who you spoke with and what was said, speak with the dealership that has the vehicle and be very clear and detailed using email to confirm any agreements or disclosures about the vehicle you’re buying, and only buy a certified preowned vehicle as that is the only way you can be guaranteed not to get ripped off and treated like we have been. This has been so stressful and it didn’t need to be. People we spoke with: Logan, Ben, Cynthia, Jonathon, Eli. Dealership we dealt with Lithia Chrysler Dodge Jeep of Santa Fe and salesman David. Vehicle we purchased 2019 Toyota Sienna Limited Premium for $40,000.00 More

My husband and I bought a car from driveway in September of 2022. It is now January of 2023 and we have yet to receive the title and registration for the vehicle. The temp tags are now over 2 months overdue of 2022. It is now January of 2023 and we have yet to receive the title and registration for the vehicle. The temp tags are now over 2 months overdue. We are getting no response when we reach out through email and whenever we try to call we can’t talk to an actual person. At this point we are at a complete loss and just want the title so we can be done with this. At this point getting an attorney involved might be the only option we have. More

Do NOT but from this company. Sold me a vehicle with mechanical issues. They say it's a 7 day return policy but they charge you 700.00 to return it. They mention a 60 day warranty Sold me a vehicle with mechanical issues. They say it's a 7 day return policy but they charge you 700.00 to return it. They mention a 60 day warranty. What they don't tell you is that the vehicle has to have under 80,000 miles. They sent me two month temp tags which are now expired. I called and the person stated that my paperwork just got sent to my state DMV 7 days ago. This company is a fraud. More

I’m not sure where to even begin with this nightmare process. First, you’re basically talking on the phone with poorly trained customer service reps the entire time. When you make an offer it takes hour process. First, you’re basically talking on the phone with poorly trained customer service reps the entire time. When you make an offer it takes hours to get a “proposal”. You sign a proposal and then it takes a full day to get the next step which is a deposit. After the deposit it took them 4 days to prepare paperwork for purchase. Then when they called me with the paperwork they told me that the car actually had 20% more miles than they showed online. Then they refused to do anything more than a $1000 discount ($140k car). Then they took another 4 days to get the paperwork back to me with this tiny change. After all of that even though I explicitly told them that this would be bought in an LLC they sent me the wrong paperwork. 10 days now. Still haven’t been able to sign the paperwork to buy the car. Infuriating. More

Buying the car was easy. Getting the car registered was a nightmare. Driveway takes no ownership in ensuring the car gets registered. The selling dealership cares little as w Getting the car registered was a nightmare. Driveway takes no ownership in ensuring the car gets registered. The selling dealership cares little as well. They send the info to a local dealer under the lithia umbrella. Who has to try and get all the info from the other parties. I bought my car in April 22 and I wasn't able to get registration until Dec. 2022. The local dealer cited having over 70 of these from this company with some people waiting over a year to get their vehicle registered. Tx DMV only allows 3, 30 day temp tags and due to fraud with these tags, police enforce expired tags strictly. As a consumer your hands are tied if you finance since you can't register it without the title. More

Company Sucks do not buy here. I’ve been tiding round with an expire paper tag for a 2 months and no one will help. I’ve been given the run around. I’ve been tiding round with an expire paper tag for a 2 months and no one will help. I’ve been given the run around. More

So much for taking the hassle out of the car buying process. Once they get your money, their customer service is abysmal, and you'll be thrown through an endless loop of "I'll escalate this issue and g process. Once they get your money, their customer service is abysmal, and you'll be thrown through an endless loop of "I'll escalate this issue and get this resolved" and "I'll contact out satisfaction department" (which I'm pretty sure doesn't exist). They prey on the young and poor customers, because they think we don't have any other options available to us, but I'm at a point where getting my lawyer involved may actually end up being the cheaper option (since I've already been making payments on a car that I can't even legally drive) I got my car from Driveway on October 18th, and I've been told that my plates are being processed at the DMV for almost two months now. I just found out today that apparently it hasn't even been sent off to their "DMV Department", despite having already made two payments. Keep searching, Driveway offers you double the hassle of the already arduous car buying process, without any of the luxuries of being a car owner. More

Would not recommend… same issue as everyone else. Lack of communication. Bought car in October and have yet to hear about my registration status or when I will receive that. I don’t understand what t Lack of communication. Bought car in October and have yet to hear about my registration status or when I will receive that. I don’t understand what takes so long if all paperwork is submitted to them in a timely manner. This has been the worst car buying experience ever. I call and never receive a call back. More

Edit - the delivery coordinator worked with me and helped to get me a temp tag. Changing from 1 star to 2 stars because of most of the employees have been kind and tried to help. But they seriously need to i to get me a temp tag. Changing from 1 star to 2 stars because of most of the employees have been kind and tried to help. But they seriously need to improve the system. They are wasting time and money from both customers and employees. Every single step had mistakes after mistakes. Now I finally got the car but it came without any paper work or tag. More