Driveway - Online Convenience Delivered

Started transaction, said that the order was on it's way. Then a few days, I logged back in and the order was overall canceled. Auto was sold, very disappointed. Then a few days, I logged back in and the order was overall canceled. Auto was sold, very disappointed. More

Haven't received tags/plates yet. This is going on 3 months and every time we call, we get told we will receive a call back from their team and it doesn't happen. I've emailed them an This is going on 3 months and every time we call, we get told we will receive a call back from their team and it doesn't happen. I've emailed them and no response. I don't know what to do. I'm not even sure the paperwork has been submitted to our DMV, and the truck was shipped over from Michigan (I'm in Oregon). More

This service is terrible; while they advertise the ability to deliver to a different location or Driveway pickup location, they actually cannot. I opted for this option as we are in a different state ability to deliver to a different location or Driveway pickup location, they actually cannot. I opted for this option as we are in a different state for the summer and wanted to register in our home state, but obviously have the car delivered to our vacation spot for use during the summer. After 3 weeks it became apparent that Carli, our Driveway advisor, and her superior Kurt, actually did not know how to make this work. They stopped returning my phone calls for another two weeks, and then just cancelled my order. No email, no phone call, no return of my deposit. DO NOT USE. More

Hello I haven't received my tags/plates yet? ???where are they anyone would like to respond to your emails please ???where are they anyone would like to respond to your emails please More

Where do I begin with Driveway? First, let me first say that we purchased our previous car from Carvana just over two years ago and was impressed with the experience. Communicatio First, let me first say that we purchased our previous car from Carvana just over two years ago and was impressed with the experience. Communication was good via text and email, everything was straightforward, delivery was exceptional, even to the point that the delivery person identified some body imperfections that he self-reported and the body work was completely paid for. Registration came through quickly and efficiently. Just a great experience. We purchased through them again but alas, Illinois revoked Carvana’s license to sell in Illinois due to apparent registration issues. We decided to give Driveway a try. The website was similar to Carvana’s although there wasn’t the 360 degree viewing technology and the blemishes from the car were not specifically shown in the listing. The Carfax was available and it had one owner and no accidents, making the vehicle attractive to buy so we decided to purchase. We pulled the trigger on May 19, 2022 and waited for what was next. We were told via text by sales associate Amy that we would be receiving “dealer photos” of every flaw that the van may have had. She also said we would be receiving paperwork to sign from the dealer and that payment was expected after that paperwork was filled out. We were paying cash and were shocked that we were required to pay IN FULL before delivery was to be scheduled . I told them I was uncomfortable with this and Amy ended up forwarding my concerns to a manager. Joel, a manager, called me and confirmed that full payment was required at the time because their company did not want to risk delivering a car and having to pay to repossess it if a person didn’t pony up the cash. I get that but IMO there needs to be some shared risk here, perhaps allowing for a wire transfer at the time the car has been delivered. At the end of the day, I’m handing over $20,000 in cash to someone and the burden is on me to get it back if things go sideways. Joel tried to reassure me with the 7 day free trial and that Driveway was backed by Lithia, Inc., one of the largest consortium of car dealerships in the United States, with over 300 dealerships nationwide. Since communication was prompt and courteous, I went ahead with the purchase, noting my discomfort with it to Joel. Over the next five days, almost all communication in the process was done through text and after a while I started to feel uncomfortable not having spoken to another human being, other than Joel. I spent the next day confirming that the people I was dealing with all existed: I google searched the names of sales reps and processing specialists and even called to hear a voice and confirm above-mentioned existence. It was not a good feeling having my money just floating out there. I felt better when I received a text from the delivery coordinator, confirming to me the car was being transported and an ETA given. I would have received delivery May 26 but I was not available to the transport company that day. I scheduled the delivery for the following Tuesday, May 31. I was a bit nervous when the day came having not heard anything until 15 minutes before delivery time. I got a text saying that they would arrive at my home in 15 minutes. When he arrived, the delivery person pulled up in the actual vehicle with another vehicle following him to take him home. He told me to sign on the line indicating that the car was delivered. I asked if I can take it for a test drive and/or do a walkthrough. He said I could if I wanted but that he was only there to deliver the vehicle. I went ahead and signed although I should have looked the paper a little closer. (After he left, I looked at my customer copy and it indicated that by signing I had done a walkthrough with a rep!) I was a bit in a haze checking out the vehicle when the delivery driver asked before leaving if I needed a temporary plate. I said,”Of course! I thought it would have already been on there.” He ducked into his other vehicle for about 5 minutes and filled out a temp plate. After they left, my wife and I were about to take the van for a test drive when my neighbor noticed the right rear taillight was broken! We drove the car around the block and it seemed to be fine (although we had made an appointment with our mechanic to look at it.) After the test drive, we examined the van and it was immediately clear that no one had remotely cleaned the vehicle. Both seat pockets behind the front seats had garbage in them! There was grass and leaves on the floor in the back seat, greasy fingerprints all over the vehicle, dirt and grime on the plastic (some ketchup stains on the plastic parts of the seats, and a smashed brownie or chocolate bar in a seat bracket on the floor. It was clear the van was not cared for, including the wear on the cloth seats seemingly greater than in our 2010 Odyssey. The van also was missing the middle seat, which was supposed to be standard in the EX trim. I immediately texted pictures of all these problems to the delivery coordinator Krista and the sales associate Amy. Krista responded immediately, apologizing and saying it should have been detailed and that the taillight would be fixed. She said she was referring me to the “escalation team”. Alexander from the escalation team immediately texted and assured that they would take care of the issues. I was a bit upset when he said, “Besides the broken taillight, cleanliness of the van, and the missing seat, do you love your new van?” I was pretty blunt in saying I wasn’t pleased with the sales transaction at that point. At that point, I realized it would be a negotiation since at that point, neither one of us wanted to go through the hassle of the return of the vehicle. Ultimately, Alexander assured that if I sent him an invoice/receipt saying the work done and the job paid for, he would cut a check to send reimbursing us. So I did have to shop around over the next week for interior detailing and someone to fix the taillight. As far as the middle seat was concerned, it was not available for purchase at the dealer and could only be found on ebay. To save time for us both, I decided to ask for $200 compensation for the missing seat which Alexander agreed to. (If we really needed the seat, we probably would have made a bigger deal of it). We were without the vehicle for several days for those services to be done and true to his word, Alexander did send us a check covering it all. Then on June 27, I started to notice a couple hard shifts, both upshifting and downshifting through second gear. I brought it to a mechanic and they couldn’t replicate it so they chalked it up to a computer glitch. However, a day later my daughter noticed the same issue and it continued as I brought the van back to the mechanic. He did some more investigation and it ended up being a transmission solenoid which ended up costing $589.00. Driveway provides a 4000 miles, 60 day warranty so I reached out to Alexander and he assured that he would reimburse us and to keep him in the loop. We eventually also received reimbursement for this repair. In summary, Lithia is a nationwide car company who apparently decided that their access to a large inventory of vehicles from their 300 dealerships would make them ideal competition for Carvana, Vroom, Shift, etc. However, they have only been doing it for around a year and apparently still need to iron out the kinks. The website looked good but provided information that was less specific than I thought it should be. No information about the condition of the vehicle was immediately available and it require the dealership to send photos when a purchase was made (and even then, they left out several problems) The greatest weakness appears to be the minions of the individual local dealerships playing nicely with and responding to the demands of the online wing (aka Driveway) of the mothership company (Lithia). In our case, the standards for the vehicle’s detailing at the dealership were not the same as the mother company’s. For sure, I could never imagine going to a dealership and being presented a van that has garbage in the seatback pockets let alone having it delivered that way. Everyone from the Lithia/Driveway side seemed to be much more in order. The manager Joel explained to me that they have been gradually improving their operations, having put together APC processing centers to take care of processing registrations. Our temporary registration was due to expire July 13 and we received the plates July 6. It must be noted that I had made numerous phone calls wanting assurances that my plates would arrive in a timely fashion and I eventually contacted their Lead Title specialist Audrey Gist, who emailed me that they paid for expedited title service fee with no charge to me. Overall, I appreciated the customer service I received; they were professional, helpful, and friendly. They showed understanding of my frustration and eventually made it right. I was disappointed with the web profile of the vehicle, the delivery process, and the condition of the vehicle. At the end of the day, I did receive a good van for the price but I paid for it through having to put in time and effort to receive a “whole” van. I purchased May 17, received delivery May 31, received registration on July 6, and received the final reimbursement check for warranty repairs to transmission on July 20. That’s about a two months from purchase to resolution. Prospective customers of Driveway.com need to decide if it’s worth going through so much to get a deal on a vehicle. More

Before you decide to buy a car from Driveway read the reviews and believe them. Especially the one stars. I read the reviews, but decided to take a chance because the truck was a good deal. As of today I reviews and believe them. Especially the one stars. I read the reviews, but decided to take a chance because the truck was a good deal. As of today I am regretting my actions. Upon inspection the truck had a decent dent in the front driver side bumper. You could no see this in the pictures/video nor was it disclosed. The driver that delivered the truck took pictures and reported it to whoever. I am still waiting for someone to respond about this matter. I took the car for an inspection and there is some undercarriage rust that brought some concerns, but I know how to deal with that. Now for the big issue. I text the rep. that help set up the deal and explained that the temporary plate was going to expire in 4 days. The rep. text letting me know that she was going to escalate the issue and someone was going to call me. Two days later text the rep. again. The rep. reply with the same message: I will escalate and someone will call. No one call. Now, the temporary plate expired two days ago, and I cannot use my truck. I called the DMV and they informed me they have no record of the truck. Which means they haven’t start the registration. Today (July 18, 2022), I made three phone calls. After waiting online until I was the next caller, I was sent directly to the voicemail. Of course I left them a nice message. But it gets better, the first payment is due in 9 days, and I don’t have an account number for the loan. Maybe I don’t have to make a payment until my registration is confirmed and I can drive the truck. More

Avoid this service by all means absolutely the worst in the business and i know because i switch cars every year. I bought a car from them almost 2 months ago now and still no license plates. everytime I the business and i know because i switch cars every year. I bought a car from them almost 2 months ago now and still no license plates. everytime I call which is once a week for the last 3 weeks the give me the same response which is WE DONT KNOW. That tells a lot about the owners of this company...... STAY AWAY FROM THIS SERVICE More

Absolute nightmare of an experience trying to buy a vehicle! But considering how bad all these other reviews are - thank God I didn't give them any money. Nobody at this company has a clue of what vehicle! But considering how bad all these other reviews are - thank God I didn't give them any money. Nobody at this company has a clue of what they're doing! The dealer sent the Driveway rep Tanya McCord my invoice, VIN, price, and actual picture of the car at the dealership. Tanya explained she needs to work with her team to get the vehicle loaded in the system so they can ship it to me. Two weeks later, after dozens of emails/texts, her supervisor "Mike" sends me an urgent text telling me they cannot deliver the vehicle until it arrives at the dealer... the dealer the car has been waiting for them to ship to me the past two weeks. A total clown-show!!! It feels like every employee has been there less than a month... nobody knows what's going on or how to get anything done. Worse, because of what a disaster the company is - they're attracting the same type of people. No doubt desperate people are getting the job and interviewing with other companies while they get a weekly check. Stay away from this company. More

The worst car buying experience ever take long to address problems once they sale you a vehicle they take they time to respond and the sale person get Ghost one they closed the deal address problems once they sale you a vehicle they take they time to respond and the sale person get Ghost one they closed the deal More

Do not do business with this sham of a company. There is no follow through or communication. It’s a big game of pass the buck. They sold me a lemon and still haven’t paid off my trade in. Please do There is no follow through or communication. It’s a big game of pass the buck. They sold me a lemon and still haven’t paid off my trade in. Please do not do business with this sorry excuse for a business. They are a scam! More