ComplaintsforDriveTime

Used Car Dealers

Multi Location Business

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Initial Complaint
10/09/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought The car from drivetime on July 28th on the way home I hit the brakes and it turned to the side so I took it to their authorized dealership for the warranty and the brakes were bad so they replaced the disks they refused to pay for the pads I had to pay for that and then nobody checked the master cylinder so I was on the freeway and went to hit my brakes it didn't stop so I hit the wall and took it back they weren't gonna fix it and then I said well you know it's illegal to sell a car with bad brakes so they paid for the master cylinder but now I need them to pay for the damage to my car or pay for the car
Business response
10/17/2022
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
Initial Complaint
10/07/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Brought a vehicle from DriveTime in March. Today I had to take it to get serviced because traction and engine lights were on. Mechanic informed me that my transmission is failing and needs to be replaced. He also stated that I would need to pay $635 for a piece that SilverRock won't cover. Also the parts won't be here until Wednesday but SilverRock will reimburse my rental expenses up to $300 but I have to pay for everything upfront but they can schedule the pickup of the vehicle. I don't understand why I have to pay for anything if I have a warranty.
Business response
10/18/2022
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. We collaborated with SilverRock, the administrator of the DriveTime Limited Warranty (Warranty) and Vehicle Service Contract (VSC) to provide the attachment for details.
Initial Complaint
10/07/2022
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My complaint isn't much I just didn't like when I applied for my loan online they said that my down payment would be $495 dollars and my monthly payment would be monthly payment would be $395. When I got to the dealership they charged me $2000 for a down payment and $500 monthly payment. I feel like that's a crude business practice.
Business response
10/14/2022
Thank you for bringing this matter our attention. We apologize for any misunderstandings and appreciate the opportunity to address our customer’s concerns. Please see the attached for details.
Initial Complaint
10/07/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
purchased my car may 2022 exactly a day later I had to replace the battery and key fab. They covered the battery I had to replace the key fab. 3 months later my engine went out at 104,00 miles. Which it shouldnt have such low miles. so I send car to shop because its covered by warranty. 2 weeks later a replacement engine was sent from there warranty holder and it was also another bad engine. So now my car has been in the shop for A MONTH AND NO TIME FRAME ON WHEN ANOTHER USED ENGINE WILL BE SENT. THEY SAY they will cover rental up too 300$ 30$ a day for 10 days and only covered 210$ of the rental fees. Im stuck with no rental or my car because they haven't been able to fix this issue. I continue to pay on time and im losing more and more money bc i have to pay for my car which isnt working because they sent a faulty engine to replace the already faulty engine and arent willing to pay for a rental to cover there mistake. There policy on rentals are out of date because no where you can rent a car for $30 a day. I call everyday for updates and im told that there isnt any update.. i was sold a lemon and now i have to keep paying for the lemon or my credit will be affected... I would like a complete new engine so that i know for sure im getting a proper engine(because the first 2 were messed up engines), Or a complete refund on all payments even down payment i put into this car so I can purchase a reliable car from a better vendor.
Business response
10/20/2022
Thank you for bringing this matter to our attention. We, SilverRock, appreciate the opportunity to
address our customer’s concerns. DriveTime, the vehicle retailer, received our customer’s
duplicate complaint #18183138. We collaborated with DriveTime and are responding on behalf of
both companies. Our customer’s repairs have been reported as completed. Additionally, we have
offered our customer an additional reimbursement for his rental expenses in the amount of
$194.99. Please see below for further details.
Customer response
10/20/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,
****** ****
Initial Complaint
10/01/2022
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I’m leasing a 2014 Chevrolet Cruze LS from DriveTime. Now every vehicle is supposed to go through a 5 star inspection before selling/leasing vehicles but this wasn’t the case with my vehicle. On 9/12/22 I took this car to Pep Boys (in which is where I was told by Silverrock to take the vehicle for repairs) I’m which the intake manifold was changed and now have a lifetime warranty on it. 9/16/22 I picked the car up. The car had been sitting there because SliverRock denied the claim to fix my car the first time so I called DriveTime customer service and they did another claim and it was paid for. 9/27/22 I took the vehicle back to Pep Boys because it was leaking coolant and still fluttering and come to find out it needed an ignition coil pack, spark plugs(because it was misfiring) and a new water pump. SilverRock only covered the water pump and I had to pay for the coil pack and the spark plugs because SilverRock said they weren’t going to pay for it and I had already missed days of work because I didn’t have a vehicle so I had no choice but to pay and got the vehicle 9/30/22. Today is 10/1/22 and as I was on my was to work the transmission light came on and the traction control light and the car will barely drive. I had to turn around and now I missed yet another day of work behind this raggedy a** car. There’s no way and I mean absolutely NO WAY this vehicle should be going through so many mechanical issues if a 5 star inspection was done. And by it being a Saturday SilverRock is closed and there’s nothing Drive Time can do about it. I will not continue to pay a note for a car I cannot drive. Y’all can have this raggedy s***. Drive Time sells messed up cars to people and it’s not fair. I will be taking them to court.
Business response
10/07/2022
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our
customer’s concerns. At this time, we can confirm that we are actively assisting our customer with
her mechanical concerns. We have collaborated with SilverRock to provide the following
response. Please see the attached for details.
Initial Complaint
09/29/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
02/18/2022-date if transaction Amount paid: $ 18,623 Problem: We have had this car for less than a year. And shortly after buying it we noticed the front bumper had paint peeling off of it. Well now there is almost no paint on the front bumper. We called the dealership to see if there was anything they could do. It doesn’t take someone with much knowledge to know that they sold us a car with a bad paint job. There was obviously no prep work or primer out onto the bumper before they just had the paint matched and painted over it. They told us there was nothing that they would do. We then asked if we were able to trade it in at all. They stated that we had 5 days from when we bought it to return it. We are expecting a child and wanted to upgrade to an SUV. However, they will not allow us to even trade the car in because it has to be paid down to $4,900. Which is nearly impossible when you take out a loan for a car. They had not made us aware of the trade-in rule when we bought the car. We are now stuck with a car with a faulty paint-job, and unable to upgrade for our growing family.
Business response
10/07/2022
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our
customer’s concerns. Please see below for further details.
Initial Complaint
09/27/2022
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I uploaded my complaint in "Word Document" because I had so much to say. See Below!
Business response
10/04/2022
Upon receipt of our customer’s complaint, we reviewed her concerns and confirmed that we have followed all policies and procedures as well as all federal and state laws concerning the inspection of the vehicle. We are unable to refund her down payment or subsequent payments remitted to her account. Please allow 30 to 90 days for the tradeline deletion to accurately reflect with the CRAs. On September 30, 2022, we spoke with our customer to advise the above information. The call ended amicably. Please see attached for details.
Customer response
10/04/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, I will consider this complaint resolved. As stated,
a business decision was made per Abigail A. pending the customer’s tradeline with a deletion from my credit report so that my voluntary surrender will not impact my credit and that it should be reflected within 30 to 90 days with the credit reporting agencies (CRAs)
that they collaborated with. The most important thing is deleting it from my credit report, with that being my first car and having so many problems with it within 6 months it was very frustrating, but a resolution has been made that’s agreeable.

Regards,
******* *******
Initial Complaint
09/27/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought my car in March 2022. Since the first 2 weeks it has had issues and silver rock their extended warranty company doesn’t cover anything. Now my car 6 months later needs a new engine. I brought my car to the shop they told me to on 9/19/22 and they misdiagnosed it causing yet again another claim denied. I want to either get the vehicle repaired since a new engine would be covered. They said now it’s 2 cylinders that are bad. Even when I bought the car I told them the engine makes a weird noise at idle but they said that’s how VW sounds. This car is a lemon. They refuse to refund me , so I’d like the repair done since it would’ve in fact been covered since the policy didn’t end for 2 days later and it’s never left the shop / was misdiagnosed
Business response
10/05/2022
We can confirm on September 19 and 20, our customer elected to cancel her GPS and VSC products
Initial Complaint
09/27/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Purchased a 2012 Mercedes Benz from Drive Time in New Castle, Delaware. Basically Drive Time is giving me a hard time replacing the vehicle due to no claim being sent in from a in network provider with Silver Rock due to not being able to get fixed there they told me I needed to take the vehicle to a Mercedes Benz dealer to get it fixed, which is 2-3 hours from where I live. I’m a retired veteran with 4 kids and do not have the time or money to take the vehicle where they said I need to take it. Please help!
Business response
10/17/2022
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. At this time, we have offered to accommodate our customer’s request to accept the return of her current vehicle, cancel the Simple Interest Retail Installment Contract (Contract), and have her work with the DriveTime dealership to purchase a different vehicle. Her down payment from this Contract would be reallocated to her new contract and her tradeline for her current account will be deleted.
Initial Complaint
09/27/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I bought my 2013 jetta gli in March. The company if affiliated with silver rock warranty which ever covered anything that was wrong with my car. I told corporate they sold me a lemon of a car and they refused to refund me fully. My car is now misfiring 6 months later and their warranty place told me to go to meineke. They misdiagnosed the car and the warranty wouldn’t cover anything once again. So I canceled it and since the problem never went away , it is now a covered component seeing that the car needs a brand new engine since cylinder 2 is not working. At the time of diagnoses . I had coverage. Now I don’t. I need help either fully refund my car because it’s a lemon. Or getting this last thing fixed as it should’ve been covered the first day of doing a diagnostic
Business response
10/05/2022
We can confirm on September 19 and 20, our customer elected to cancel her GPS and VSC products.
Customer response
10/06/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,
****** ****

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