Complaints

• Initial Complaint

  01/22/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I financed a vehicle through driveway auto finance corporation. I purchased a jeep Cherokee through *** of sterling and they offered a loan through driveway finance corporation. At a high interest rate of almost 19%. I paid this load off in about a year and a half. I always made payments on time and this bank made thousands of dollars thanks to my business. Now that Ive paid in full I called and asked for my title and they are telling me that it will take 3 months to arrive!!! I called again to complain and ask for a manager and now they are telling me that the *** has the title! I told them that this is not how you handle a consumer and that there is laws in place to protect the costumers. That Ive paid them for over a year and a half and that they should have the title sent to me right away. They have had a year to get the physical title in their hands being that they were the lean holder and now as the owner of the suv I should have the title in mine being that Ive paid them in full. I shouldnt have to wait more than a couple days for my title. Let alone months!!! This is ridiculous. I want to sell my suv and not have to continue paying taxes on it and this is stopping me from doing that and it should not be that way because I now own the car in full because I paid it off. I need my title sent to my address ASAP and need help from the better buisness bureau to fix this issue.

  Business response

  01/23/2025

  Thank you for reaching out to us. Driveway Finance Corporation has reviewed the consumer's complaint.  Once Driveway Finance Corporation requests a state *** to release our lien on a vehicle due to the consumer paying off their loan, it is beyond our control how long the *** will take to send the consumer the paper copy of their title.  The consumer should contact their state *** to learn how long it may take for the paper copy of their title to be mailed to them. If the consumer has further questions or concerns, they may contact us directly at ************, Monday through Friday, between 6am and 7pm PST. 

  Customer response

  01/23/2025

   
  Complaint: 22844780
  
  I am rejecting this response because:
  
  I did not pay the *** and they are not the lien holder. I paid driveway auto finance corporation month to month and they are the lien holder. Thus you guys should have my title on hand at your office and be able to express ship that to me within 72hr of me submitting my last payment, as other banks that finance cars have done in the past. This is not the first time I purchased a vehicle and I should not have to run around, ask around call the dmv show up there and ask questions about my title. This is the responsibility of driveway auto finance to have my title sent to me ASAP as Ive made full payment to them and they are responsible in me getting my title. I need you guys to get to work and get my title sent to me or I will be contacting an attorney. This is a bad look on driveway auto finance end and because of this I will never again finance a car through them. I need my title sent to me ASAP as Ive made full payment!!!
  Sincerely,
  
  ****** *****

• Initial Complaint

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Your website is not working. You do not answer your business phones. You do not respond to email. I have paif off my vehicle and I want the ***** to the vehicle. *** needs to know the payoff date.

  Business response

  01/08/2025

  Generally, if a consumer pays off their loan with us, there is a hold period between the date the check or ACH payment is received, and the time the title is released. This is to ensure the payment successfully clears our bank account.  Due to privacy laws that restrict us from communicating with third parties about relationships with our consumers, Driveway Finance Corporation will not be able to provide a detailed response via the BBB portal but instead will reach out to the consumer directly.

• Initial Complaint

  12/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I financed through Driveway because that is who the dealership used. On 11/20/2024 I received paperwork from Driveway with how to set up an account. Neither the app or the website allow me to set up an account. I get a continuous "oops something went wrong" message and cannot create the account that the paperwork gives directions on how to create. I am going to be late on my first payment if there is no way to create an account. This must be a scam agency.

  Business response

  01/08/2025

  Our records indicate that we have resolved this complaint directly with the consumer as of 12/30/2024, the day after this complaint was received. Because Driveway Finance Corporation is governed by laws restricting our ability to communicate with third parties relating to our relationships with consumers, we are unable to provide the details of the resolution with the consumer via the BBB portal.  If the consumer feels that this is not resolved, they may reach out to us directly at ************, Monday through Friday, 6am - 7pm PST.  Our representatives will be happy to assist.

• Initial Complaint

  12/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fix you **** website and app they both **** and do not work, Your customer NO SERVICE ***** as bad as your technology. If you force people to pay online make a system work . ******** and does not work The worst company ever. I have called the company and they have no way to help. Ridiculous company, DO NOT EVER FINANCE with these closwns. The are the best at nothing.

  Business response

  12/22/2024

  Driveway Finance Corporation is very sorry for the inconvenience caused to our consumers through the technical difficulties and high call volumes we are experiencing.  We are working hard to resolve these issues and have learned from the valuable feedback from our customers.  We have taken this complaint into our systems for documentation and will have a representative from our **************** team reach out directly to them to address their concerns.  The customer may contact us directly at ************ Monday-Friday 7am-7pm PST to speak to a representative if they have any further questions or concerns.

  Customer response

  12/22/2024

   
  Complaint: 22675212
  
  I am rejecting this response because:  if your company knows they have issues fix them. Your company clearly has no clue how to fix them. When your customer service and management tells me there is nothing more than they can do that do not have a way to fix the issue that is terrible. I will rate your company with a 0 zero. That is bad business and horr8ble customer service. The IT department should be on it to fix the issue. If you want everyone to pay online find a system that works and support it.  No excuses. This is your business not mine. I will definatly never use your crappy company again.  Unless you have it fixed do not bother calling and wasting my time on nonsense. 
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  11/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a car from driveway finance on 1/3/24. This loan has since been satisfied by way of refinancing with another company. There is an overage amount due to me of ******. The loan was paid off 9/25/24. As of 10/5/24 I was told a check was/will be mailed and it takes approximately 4-6 weeks. Today is the final day of week 6 and I have called twice with no answer as to where the money is or if a check has been mailed. The agent informed me supervisors would be of no help because they cant access the check department and the only way to contact the check department is by email (sent by the agent). I have been patient and understanding but when Driveway Finance received the payoff check of ********* it took them 3 days to cash it and somehow it takes them 6 weeks to pay me the ****** they owe me. I am getting nowhere with them and no one knows where my money is. How am I not able to contact the check department myself? This is equivalent to my mortgage payment or two car payments. It is A LOT of money and it will be 3 months in 2 weeks of waiting with no answer. When you ask them to give you a call to update you they never do. Then its always a new agent that I have to re-explain to and sit on hold while they try to contact the previous agent. Its ridiculous. I received my loan satisfied documents already. Please assist me in reaching out and getting my refund. This company is notorious for giving the run around and the reviews speak for themselves. While under their loan it was a smooth process but now that they owe me money its a different story. Im a veteran and a paramedic. I NEED this money. I just dont understand why this department can only be reached via email via an agent if theyre the department handling the consumers money. It is wrong. Ive waiting the approximate 4-6 weeks. Even though I havent received it (and today is the FINAL day of week 6) I would expect it to be mailed out.****** *****.

  Business response

  11/26/2024

  Driveway Finance Corporation has reviewed the consumer's complaint and determined that the consumers concerns have been resolved.  Due to privacy regulations, Driveway Finance Corporation cannot provide details of the resolution of this complaint via the BBB portal.  We have sent the consumer direct correspondence related to their concerns at the last known address on file.  If the consumer has further questions, they can contact our agents Monday through Friday 6am to 7pm PST at ************ or write to us at Driveway Finance Corporation, Attention Dispute Resolution, *********************************************  Please include an account number and name so we may identify the account.  Our offices will not be open on November 28th, 2024, in observance of Thanksgiving Day.

• Initial Complaint

  10/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to get into the website for an entire year, my account is on autopay but I still cant see how much I have left to pay or nothing like that. Ive tried to reset my password and username and it says that the email to reset was sent to my email but I never receive it. Its been like this for a year since theyve updated the app. I just want to get into my account to see my loan.

  Business response

  11/08/2024

  
  Driveway Finance Corporation is very sorry for the inconvenience of not being able to log into our system.  We have implemented a new software and have been helping consumers log into their accounts who experience difficulties.  We have logged this complaint and will reach out directly to the consumer.

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was repossessed on 10/15 by Driveway Finance Corp. This should have never happened. I am always trying to pay online and calling and they never take the payments. I called and spoke to ******* from recovery ***** he told me that when I called back in August to set up autopay every 2 weeks on my account I never confirmed (that was the whole reason for my call). Told him everything I called for and he kept telling me there was no proof of what I was telling him, when at the beginning of calls there is a recording that says you are being recorded. Now ******* told me 10 days after I called back in August there was an order made for the repo. So why is it that I am calling to pay because I had been having issues online for months already where the payments were not getting posted and instead of taking my payments the corp is repossessing my vehicle? And when I called in August why was I not told this? I tried calling back in Sept after seeing that my payments were not getting posted and could not get through to customer service. Now if I never confirmed like ******* tells me then why did *** all of a sudden on the 4th of Oct take $800 out of my account? The arrangements I had made in August was an autopay for $800 biweekly, we wanted to get ahead on the account and start paying ahead. All these issues has affected my husbands credit score. *** is now charging me $2000 in late payments and a towing fee of $1900! I have to pay this because I need my vehicle but I feel so frustrated because this is not supposed to happen in the first place if DFC will do their job and take the payments how they are supposed to. I am getting another bank to refinance as soon as I get it back. Please do not choose this bank. They are a scam and give you the run around, will destroy your credit and charge you more money than you have. They will also repossess your vehicle instead of taking your payments like they are supposed to.

  Business response

  10/17/2024

  Due to privacy laws and the sensitive nature of consumer relationships with us, Driveway Finance Corporation cannot respond to this complaint in detail via the BBB portal.  We have documented the consumer's concerns in our internal complaint system and will reach out to the customer directly to discuss their concerns. Customers can always contact us directly by phone, Monday through Friday, 6am to 7pm PST at ************.

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 13th I called Driveway finance to do a voluntary repossession. I sent the pictures of my car the same day as instructed. On September 16th, they sent me a link to state that I was voluntarily repossessing my car, which I sent first thing in the morning. I was told they would contact me in a few days. Since then they have not contacted me at all except to tell me I'm late in payments and do I want to pay it. Everytime I ask the status, they say it's in progress. They say they will expedite it and someone will call to schedule picking up the car. I have not heard from them in the entire month, unless I call them. The car has been sitting there for almost a month and I'm not even sure the battery will turn on after this long. I just want the car to be picked up and to give my key and sign the paperwork and for some reason, they aren't doing anything.

  Business response

  10/17/2024

  Due to privacy laws and the sensitive nature of consumer relationships with us, Driveway Finance Corporation cannot respond to this complaint in detail via the BBB portal.  We have documented the consumer's concerns in our internal complaint system and will reach out to the customer directly to discuss their concerns. Customers can always contact us directly by phone, Monday through Friday, 6am to 7pm PST at 855-723-2669.

  Customer response

  10/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22404724, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Kristal Perreira

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After purchasing a car through Driveway Finance over a month ago, I was mailed an invoice for my first payment with information regarding my account. The paperwork says to set up a payment through their website, mobile app, or automated phone system. However, after trying for weeks to set up my payment through their website I have never been able to get the website to load. While trying to use the mobile app, I am having the same issue. When the app finally does load, I cannot create an account because it says "Opps! Unfortunately something went wrong." Lastly, the phone system does not work. When trying to pay online it cannot find my account because I have not been able to set it up and the representatives do not answer the phone. After reading pages of complaints that other people have been having the same issue for months, I want the company to contact me so I can make my car payment without being late. They also need to resolve this issue so it does not impact mine and other people's credit scores.

  Business response

  10/03/2024

  Driveway Finance Corporation is very sorry for the inconvenience caused to our consumers through the technical difficulties and high call volumes we are experiencing.  We are working hard to resolve these issues and have learned from the valuable feedback from our customers.  We have taken this complaint into our systems for documentation and will have a representative from our **************** team reach out directly to them to address their concerns.  The customer may contact us directly at ************ Monday-Friday 7am-7pm PST to speak to a representative if they have any further questions or concerns.

• Initial Complaint

  10/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchase a car last month and I've been trying to make a payment by phone, app or website and nothing works. I'm very concern this will affect my credit or have any late fee penalties.Whats going on here???Has anyone been able to get in touch with them??

  Business response

  10/03/2024

  Driveway Finance Corporation is very sorry for the inconvenience caused to our consumers through the technical difficulties and high call volumes we are experiencing.  We are working hard to resolve these issues and have learned from the valuable feedback from our customers.  Our records indicate we have spoken directly to this consumer about their concerns, and show their concerns are resolved.  The customer may contact us directly at ************ Monday-Friday 7am-7pm PST to speak to a representative if they have any further questions or concerns.

*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. ↩