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Loans
Driveway Finance CorporationThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
09/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Similar to everyone else. I need a payoff of my loan in order to refi with my credit union. Better rate, lower payment. Fully approved. I called after waiting for 42 minutes. I was given a verbal payoff. Told the payoff will be mailed. Still not received. Was told it cant be emailed. Ill most likely lose my refi because I cant get the payoff. So at this point, Im losing money and being scammed. They are making me keep the loan by failing to provide a payoff. On the phone, they told me it can be accessed online. It cant because I cant at up an account. Ive been trying for a month and get oops. Unfortunately something went wrong. This actually feels like a giant scam to me. My local dealership uses this company and Im going in there tomorrow and telling them to stop!Business response
10/02/2024
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.Initial Complaint
09/26/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
My monthly car payment with Driveway Finance Incorporation is $546, but only $176 of that amount goes toward principal and interest. The rest is categorized as "other fees," with no explanation provided. Despite advertising flexible payment options, Ive been restricted to a single option, an ACH transfer. Driveway Finance Incorporation does not allow payments over the phone or via debit card, even though I was able to use my debit card for the down payment. I set up autopay to ensure timely payments, but Driveway Finance Incorporation attempts to withdraw funds from my account early in the morning, often before my paycheck is deposited. After just one or two failed attempts, *** permanently blocked my checking account, forcing me to open a new account just to make a payment. When I manually attempt to make payments, the money has always been available, except when on autopay, but it is totally random when the payment clears. Now, *** is no longer allows me to pay online or use my checking account at all. My only options are cashiers checks or money orders, which must be mailed. Based on **** reviews, this company has a history of losing cashier's checks and money orders after deposit, leaving customer accounts reflecting no payments made. Theyve made it nearly impossible to pay my car loan, and the fees Im being charged seem unethical, if not illegal. They advertise easy and flexible payment options but have created significant obstacles, even when I have the funds available. Furthermore, my interest rate was supposed to be 11%, but Im now being charged 18%. Ive recently received repossession notices, and when I contact customer service, they are unhelpful (on multiple occasions), I've been hung up on or spoken to rudely. Theyve refused to work with me on resolving these issues, making it seem like repossessing my vehicle was their goal from the start. Ive owned the car for over a year now, and this experience has been incredibly frustrating and unfair.Business response
09/27/2024
Driveway Finance Corporation has received this consumer's complaint and documented it in our system to review and respond directly to the consumer. Due to privacy laws, Driveway Finance Corporation cannot communicate the results of our investigation to consumer complaints through the BBB. We want our consumers to know we take their concerns seriously and will take the time to review the information provided in their complaint to conduct an investigation and respond appropriately. Driveway Finance Corporation encourages consumers to write to us directly if they have a complaint or dispute. Consumers may write to us directly at Driveway Finance Corporation Attn: Dispute Resolution, ******************************************** The consumer must include: (1) Sufficient information to identify the account or other relationship that is in dispute, such as an account number and the name,address, and telephone number of the consumer, if applicable;
(2) The specific information that the consumer is disputing and an explanation of the basis for the dispute; and
(3) All supporting documentation or other information reasonably required Driveway Finance Corporation to substantiate the basis of the dispute. This documentation may include, for example: a copy of the relevant portion of the consumer report that contains the allegedly inaccurate information; a police report; a fraud or identity theft affidavit; a court order; or account statements. Upon receipt of the dispute, Driveway Finance Corporation will: (1) Conduct a reasonable investigation with respect to the disputed information;
(2) Review all relevant information provided by the consumer with the dispute notice;
(3) Complete its investigation of the dispute and report the results of the investigation to the consumer within 30 days.
(4) If the investigation finds that the information reported was inaccurate, Driveway Finance Corporation will promptly notify each consumer reporting agency to correct the inaccurate information.
Driveway Finance Corporation is available to assist consumers by phone for questions related to their account with us Monday through Friday, 7am to 7pm PST at ************.Customer response
10/02/2024
Complaint: 22343965
Subject: Response Rejection and Request for Further Action
I am rejecting the response from Driveway Finance Corporation because they have not addressed any of my questions or concerns outlined in my original complaint. Specifically:
- Lack of Communication: Driveway Finance Corp has been dismissive and unwilling to engage in a productive conversation regarding my situation. Their representatives have been rude, and I do not feel comfortable dealing with them directly.
-Payment Difficulties: Despite advertising flexible and easy payment methods, I am currently blocked from making payments on my vehicle. I would like to request an easier online payment system and the ability to make payments using a debit card. This limitation is pushing me into default, and I am being unfairly penalized for not having convenient payment options.
- Desire to Renegotiate Loan Terms: I want to keep my vehicle and am seeking the opportunity to renegotiate the loan terms to make the payments more manageable.
- Clarification on Fees: I am also seeking clarification regarding the fees on my account. Aside from the late fees, which now make up more than half of my monthly payment, I want to know what additional fees are being charged.
-Down Payment Discrepancy: Lastly, I need clarification on why my down payment is not reflected on my account as having been received.
Until these issues are addressed, I cannot accept Driveway Finance Corporation's response as satisfactory. I am seeking fair and clear resolutions so that I can continue making payments and protect my investment in this vehicle.
****** *****Business response
10/03/2024
Driveway Finance Corporation is sorry that the consumer is not satisfied with the response provided by our company. Due the complex nature of the complaint, as well as laws that restrict us from communicating detailed, private information related to consumer relationships, we will not be able to provide a more detailed response to the consumer's concerns. We encourage the consumer to reach out to us directly as described in our previous response.Customer response
10/10/2024
Complaint:I am writing to formally reject the response provided, as I do not feel that sufficient effort has been made to assist me in finding a resolution. My concern lies in the limited payment options available for making car payments. I was informed by one of your employees that you do not accept debit or credit card payments due to the associated processing fees. However, this raises a question: if the company is unwilling to absorb a small processing fee, why are customers subjected to late fees even before their payments are overdue?
In my own case, when I was fully caught up on my payments, I reviewed the breakdown of my upcoming payment, and to my surprise, it included a $110 late fee, this was before the payment was even due. I find it dishonest that customers are being charged late fees preemptively.
It seems contradictory that while customers are penalized with unwarranted fees, the company is unwilling to bear a modest card processing fee that would offer customers more convenient payment options. This practice of restricting payment methods and potentially pushing customers into default feels not only unethical but possibly illegal.
I would like to resolve this matter amicably without pursuing other actions. I believe a fair review of your policies and practices in this area is necessary to ensure customers are not unfairly penalized.
Thank you for your attention to this issue, and I look forward to your prompt response.Initial Complaint
09/25/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have been trying endlessly to set up an account to pay my vehicle loan and it simply does not work. When I call and even try the over the phone option I am told that my account does not exist. This shady company only provides a phone number for a contact and they do not answer their phones. I find it very concerning that they do not even have an e-mail for contacting them. I do not want this issue to affect my ability to make my payments on time or my credit score. I have contacted my lawyer to see how best to start any legal process against this company. If you are reading this do everything you can to avoid working with Driveway FinanceBusiness response
09/29/2024
We apologize for any inconvenience caused with connecting to one of our representatives. Our records do indicate that we have had recent contact with the consumer and have submitted a ticket to our IT team for the issues they are experiencing. We recently updated our systems and have experienced unexpected technical difficulties. We are also working to improve our call times by adding additional staff to help with the issues our customers are experiencing. Please note our hours of operation below. We do experience a high volume of calls during certain times of the day. We have documented this complaint in our system and will have someone from our **************** team reach out to you directly, but please do not hesitate to reach out.
We have internalized this complaint and will reach out to the consumer directly to discuss their concerns.
****************
**********************
************, Monday Friday, 7am 7pm PSTInitial Complaint
09/24/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
This is the worst finance company I have ever dealt with. I used them for my daughters car. We have a total of 6 cars currently and have purchased over 15 cars in our life and this company is the worst. The app NEVER works. The website never works. They have been experiencing these issues for several months with no resolve. You cant get anyone on the phone in under and hour. Its ridiculous and a waste of my time every month. I am seeking to pay this off and refinance with another more reputable finance company.Business response
09/24/2024
We apologize for any inconvenience caused with connecting to one of our representatives. Our records indicate we spoke with the consumer today regarding their concerns. Our current average wait time for telephone assistance is 20 minutes. However, we are working to improve our call times by adding additional staff. Please note our hours of operation below. We do experience a high volume of calls during certain times of the day. We understand your frustration regarding your ability to make payments online, and are excited to share that there are changes in the works to enhance the user experience for borrowers on our website and the mobile app. Fixes are also on the way to improve our payment process and the methods available as well. All feedback has helped us learn what our borrowers need, and we are working to implement them.
We have internalized this complaint and will reach out to the consumer directly to discuss their concerns.
Customer Service Supervisor
Driveway Finance Corporation
************, Monday Friday, 7am 7pm PSTInitial Complaint
09/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have purchased a car last month and now trying to pay off the car loan. It was financed through Driveway finance corp. The website does not work, it gives me an error every time I try to register, same with the app. The pay through phone does not work either, no one actively picks up the phone during business hours to help. I would like to pay off my monthly before the deadline.Business response
09/24/2024
We apologize for any inconvenience caused with connecting to one of our representatives. Our records do indicate this customer has been in contact with our representatives recently. Our current average wait time for telephone assistance is 20 minutes. However, we are working to improve our call times by adding additional staff. Please note our hours of operation below. We do experience a high volume of calls during certain times of the day. We understand your frustration regarding your ability to make payments online, and are excited to share that there are changes in the works to enhance the user experience for borrowers on our website and the mobile app. Fixes are also on the way to improve our payment process and the methods available as well. All feedback has helped us learn what our borrowers need, and we are working to implement them.
We have internalized this complaint and will reach out to the consumer directly to discuss their concerns.
Customer Service
**********************
************, Monday Friday, 7am 7pm PSTInitial Complaint
09/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Im not liable for this debt with Lithia Driveway Finance. I do not have a contract with Lithia Driveway Finance. They did not provide me with the original contract as requested.Business response
09/24/2024
Driveway Finance Corporation has reviewed this complaint in comparison with our records and determined that we need more information from the consumer to investigate their concerns. Driveway Finance Corporation encourages consumers to write to us directly if they believe we are reporting information about their account with us to the credit bureaus inaccurately. Consumers may write to us directly at Driveway Finance Corporation Attn: Dispute Resolution, ********************************************* The consumer must include: (1) Sufficient information to identify the account or other relationship that is in dispute, such as an account number and the name,address, and telephone number of the consumer, if applicable;
(2) The specific information that the consumer is disputing and an explanation of the basis for the dispute; and
(3) All supporting documentation or other information reasonably required Driveway Finance Corporation to substantiate the basis of the dispute. This documentation may include, for example: a copy of the relevant portion of the consumer report that contains the allegedly inaccurate information; a police report; a fraud or identity theft affidavit; a court order; or account statements. Upon receipt of the dispute, Driveway Finance Corporation will: (1) Conduct a reasonable investigation with respect to the disputed information;
(2) Review all relevant information provided by the consumer with the dispute notice;
(3) Complete its investigation of the dispute and report the results of the investigation to the consumer within 30 days.
(4) If the investigation finds that the information reported was inaccurate, Driveway Finance Corporation will promptly notify each consumer reporting agency to correct the inaccurate information.
Driveway Finance Corporation is available to assist consumers by phone for questions related to their account with us Monday through Friday, 7am to 7pm PST at ************.Initial Complaint
09/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a vehicle with Driveway Finance. I cannot make a payment and have not been able to for over a month. The website is down, the automated system is not working and my last phone call, I was on hold for 52 minutes. Nobody will answer the phone. I have called 17 times over the course of a month and a half. At this point, I am sure they have added late fees to my account when it is not even my fault that I cannot pay.Business response
09/15/2024
Driveway Finance Corporation underwent a change in our loan management software, and in that process, has experienced some technical difficulties. We are working to resolve customer issues as quickly as possible. We have experienced an increase in calls, which has increased call wait times. Please try to contact us at ************ Monday through Friday 7am to 7pm PST. Our least busy times are right at 7am or just before 7pm PST. Customers are encouraged to pay us at the address listed on their statements that we send to them monthly: Driveway Finance Corporation, P.O. **************************;75265-0997. Please include your payment coupon or account number. We apologize for the inconvenience you have experienced.Initial Complaint
09/09/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
This company is the worst loan holder I've ever worked with. I've tried countless times to try to setup an account in the weeks since we purchased the car and it never works. I've called customer support 3 times and the first time I had to wait 1 hr and 15 min for an answer and the other two times over 45 min for an answer. The customer support also cannot help with creating an account. I'm told the system was just updated and that's the reason for the issues, but in searching reviews, I see people have had issues for months. I don't want this company's awful website to negatively impact my credit and I'm hesitant to make a payment over the phone and not be able to see that my account is being credited correctly. Driveway Financial is a waste of time and deserves to go bankrupt.Business response
09/10/2024
We sincerely apologize for the inconvenience caused to you. We have been experiencing technical difficulties with our systems but are working very hard to fix them. We have internalized this complaint, and a representative will be in touch with you to ensure you have payment options available. Please never hesitate to contact our offices Monday through Friday, 7am to 7pm PST at ************. You may wish to call us when the lines are less busy, right at 7am, or just before 7pm PST. Our representatives are eager to assist you.Initial Complaint
09/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been trying to get someone to help set up my account to view my loan and payment schedule. Have been stuck on hold for hours each day that I have tried. Each time being told, they would put a ticket in and to try the online app in ************************************************************************************* to pay over the phone. When I said I wanted to set up my online account to view my loan prior to making a payment she seemed annoyed and just told me to try again in 24 hours even though I had been on hold for almost three hours.Business response
09/09/2024
The consumer has sent us a communication regarding their concerns, and we have documented their concerns in our systems. We sincerely apologize for the inconvenience caused. We have been experiencing technical difficulties with our systems and are working very hard to resolve them for our customers as soon as possible. We have documented this complaint and will have a representative reach out directly for assistance. Please try calling our offices at times that are usually less busy between the hours of 7am and 7pm PST, Monday through Friday at ************. Our representatives will gladly assist you.Initial Complaint
09/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Date of the issue: Ongoing Problem: I was never provided with information on how to make payments to Driveway Finance, nor was I given any account number or other necessary details to manage my loan. As a result, I am completely unable to access my account or make payments. Additionally, their website and app frequently experience technical issues, preventing me from creating an account or using their services. Their customer service is only available on weekdays, making it difficult to get assistance.Business response
09/09/2024
We apologize for the inconvenience you may be experiencing. We have documented your concerns and will reach out directly to assist you. Please don't hesitate to contact our offices directly from 7am to 7pm PST Monday through Friday at ************. You may want to try to contact us at less busy times at 7am or before 7pm. Our representatives will be happy to assist you.
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Customer Complaints Summary
144 total complaints in the last 3 years.
71 complaints closed in the last 12 months.
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