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Complaint Details
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Initial Complaint
03/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On December 10th, 2022, my wife and I purchased a 2016 dodge Grand caravan from Drivetime *********. We thought we felt an issue in the transmission, we were told that Drivetime doesn't sell vehicles with major issues and that we had access to a 30 day warranty to fix any problems within those **************************************************************************************** fact need a new transmission. We got our vehicle back after 2 months of Drivetime sending the selected shop multiple transmissions that didn't program to our vehicle correctly. The 3rd transmission that is currently in the vehicle is having shifting problems, transmission lines are leaking and now our engine is misfiring. When we went to inspect the misfire we discovered that the intake manifold is cracked and rtv'd, meaning that this was a known issues before Drivetime sold us this vehicle. So now, once again, we are unable to drive our vehicle that we just purchased in December. We have been in contact with the specific Drivetime location who told us there is nothing they can do. We have been in contact with Drivetime corporate who was sympathetic but no help. We have been in contact with **** with Drivetime Customer Relations who helped us while our car was in the shop. We are expected to pay $21,000 for a vehicle that has been in the shop more than it has been in our possession and we were lied to by our salesman, *********************, who stated that their company doesn't sell vehicles with mechanical problems.
Business response
04/07/2023
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our
customers concerns, and sincerely regret to hear of the mechanical issues he has encountered thus
far. We have collaborated with **********, the administrator of the DriveTime Limited Warranty
(Warranty) and *************** Contract (VSC), to provide the attached response.Initial Complaint
03/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a car from the ******** ** DriveTime on 03/24/2023. I have had this car for only 5 hours. I smelled coolant and then my temperature light came on. I found coolant sprayed all over the engine and the coolant reservoir empty. I have only driven this car 25 to 30 miles. I filmed the coolant all over the engine as soon as I stopped. I am very upset. I purchased a car from DriveTime back in either 2015 or 2016 that I never had a problem with until it was totaled in 2020 after a ***** Truck rear ended it. What happened to this company? I needed a dependable car and I had a budget set for monthly payments as I am in the middle of a divorce. I came in to test drive the car last Saturday. I heard a noise with the wheel. They sent it to the shop and I found it was the axle and they repaired it, but not before they tried to steer me to cars that was more than the budget I set for myself. One person in the dealership I am very uncomfortable with and did not like having to deal with him as his behavior was shifty. I went in today to purchase this car as they told me it was fixed only to find out now there is either a major coolant issue or they sold me a car with a blown head gasket. I can contact my ****** who is a mechanic and let him tell me. I want this issue resolved immediately with either this car fully repaired or another vehicle that would be the same payment range as the current vehicle whether it is this dealership which I no longer trust, or the another location within 250 miles.Initial Complaint
03/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a 2017 ******* Tucson from the *********, ** location on 03/13/2023. Sales experience was great, I loved the car and my felt great about my purchase. 10 days later on 03/23/2023 when I started up my vehicle, there was a knocking noise. The car shut off on me in my driveway but I had to get my girls to school. Within a minute later the oil light came on and engine light came on. I took my girls to school and went to get an oil change. Once the car was being looked at the mechanic told me there was no oil in the carwhatever was left was thick and black. The engine light was most likely due to no oil since the sensors triggered the engine light to come on. We proceeded with the oil change and the noises were not as bad but still there was knocking noise that wasnt there before. As I went up to Drivetime *********, ** location the check engine light came back on. One of the sales rep called Silverrock warranty to get a reimbursement for the oil change and notify of my no oil issue. I was able to drop my vehicle off to a repair facility but no option for a lenderonly rental reimbursement ONCE THE CLAIM IS APPROVED! I was sold a car with no oil and have to wait until the claim is approved and the vehicle is fixed. THE ONLY THING THAT WAS ABLE TO BE DONE FROM DRIVETIME WAS THE EMPLOYEES SAYING wow. This sucks!!!Business response
04/07/2023
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customers concerns. We collaborated with **********, the ancillary product administrator, for the vehicles repair history. At this time, we have offered to accept the return of her vehicle for an alternate vehicle purchase with us. In addition, we agreed to transfer her down payment toward the new vehicle purchase. Please see the attachment for details.Initial Complaint
02/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am writing a complaint because in Aug of 2022 I went In and purchased a 2019 KIA Soul financed. The very same day I told the dealership that I didn’t want the vehicle because of an ant issue that I seen with the car and that it had a funny smell. They advised that they can give me something for the ants. So the following weekend came when I went to bring the car back they told me I couldn’t and it was passed the deadline . The ending of Aug I began hearing a knocking sound I took it to pep boys because they were affiliated within the warranty of the vehicle and they told me they couldn’t fix it and that it needed to go to the dealership which is *** due to recall . Next I called made an appointment and brought the vehicle in Nov 15th 2022 my vehicle sat at Nalley KIA up until Feb 7 th 2023 I took it to a different *** dealership who was able to call silver rock to put in a claim for repair only to find out that they won’t cover it under warranty amongst what’s actually wrong with the car. Drive time of Stone Mountain sold me a Lemon and I need help with getting a new car and getting out of the financial contract I’m in with *********** . Please help me .Business response
02/17/2023
Upon receipt of our customer’s complaint, we reviewed her concerns and confirmed that as she is outside the VRP timeframe, we are unable to accommodate her request to return or exchange the vehicle. However, we have elected to assist with replacing the vehicle’s flex plate as a goodwill gesture. We have communicated this exception to ********** and encourage our customer to have the OEM contact ********** to obtain approval and finalize the claim. We have attempted to contact our customer to provide the above information but have not been successful in reaching her. Please see attached for details.Initial Complaint
02/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
So I purchased a vehicle from DriveTime. The day I purchased it I told them there was a problem with the vehicle. I could hear a popping like sound when I’d go over a bump or turn the steering wheel to the right or left. So they said we will fix it. The guy leaves and takes it to a tire store he said. Can back in 2 hours and said it was fixed. By the time I was leaving it was closing time so wasn’t no use going back. I made am appointment with one of their preferred shops. But by then I’m 200 miles over the 1500 mile warranty but still in my 30 days. The shop says it’s the struts and said it’ll cost $900. Which they refused to fixed. So they knowingly sold me a vehicle that something was wrong with it. And I feel like they need to make it right. They wouldn’t show me any proof where they took it to a shop the day I purchased it.Business response
02/17/2023
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. We have collaborated with **********, the administrator of the DriveTime Limited Warranty (Warranty), to provide the following details.Initial Complaint
11/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a 2019 *** and traded my 2014 Jetta. The company was to transfer my current valid license plate to expire 4/23 from the Jetta to the ***. They didnt do that. I received a new temporary plate with a cost of $181. Called the manager ****** who stated the title and registration department made a mistake. He claimed he was waiting for a check and he would take me to the *** to correct it. To date, 11/8/22, he has not corrected this problem. If I get stopped, I have nothing to show this *** is registered to me. Only proof I have is my insurance card. Please help me with this dire situation. I dont want to get arrested or more, shot. This is all about a transfer of plate from the car I traded and the one I bought from them.Business response
11/21/2022
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customers concerns. Please see the attachment for details.Initial Complaint
10/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On March 19th, 2021, I physically went to DriveTime in Gastonia, NC on **** ********* ***d. I made a $2,000 down payment on a 2012 Toyota Camry. After driving the vehicle for 17 days, the check engine light came on. I went to an Auto Service center that SilverRock, the warranty company, advised me to go to. Upon inspection of my vehicle, I was told that the car needed (2) Rear Struts/Shocks, a front end alignment and new front tires. The auto service mechanic immediately called SilverRock to see if the services were covered under warranty. SilverRock informed the auto mechanic, *********** ***** that they would not cover the costs of the services needed to fix the car. According to the lemon law, they were supposed to cover the costs of the services needed due to the time limit specified by law. The costs of the repair exceeded what I could afford at the time. I called Drivetime numerous times to try to get them to cover the costs but SilverRock was adamant about not covering the costs. As a result, my vehicle became harder to drive as time progressed. I eventually stopped driving the vehicle and was still left with payments, even though the vehicle was starting to become inoperable due to the constant “swinging” when driving over 40 mph, putting my safety at risk. I made payments on the vehicle for months after, with no mention of the services needed to help fix the vehicle. I want my down payment and financial charges I paid to Bridgecrest/Drivetime for failure to adhere to the lemon law. According to my original contract, Drivetime must honor the law above the contract signed by me, Tonika Hines (Maiden Name). The supporting documents will highlight what section of the original contract signed by DriveTime that proves my claim. Also attached is the initial estimate given to me by the Auto Mechanic shop recommended directly from Silver Rock. Also attached is a picture of my license showing my maiden name; the name listed on the original contract.Business response
11/01/2022
We can confirm our customer did not contact SilverRock regarding the claim or DriveTime regarding her mechanical concerns following this date.Initial Complaint
10/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I went to DriveTime in May of this year (2022) to purchase a new vehicle. I knew with my credit (or lack thereof) that my payments & interest would be high. What I did not know, was that I would be roped into paying $514 a month for a faulty vehicle. First, they told us that they had the air conditioning repaired. They did not. It worked long enough to get off the lot and past their 5 day return policy. I've since gone through multiple heatwaves with no air conditioning. We also found out that they never repaired the gas cap, which has resulted in engine issues, in conjunction with severe gas loss, making the gas mileage pathetic at best. This vehicle has multiple issues, and the oh so wonderful warranty I also have to pay for, refuses to answer their phone and gives the runaround when they finally do answer, so needless to say, I have not been able to have anything repaired. It is now October, and it feels like every month there is a new issue with this car. DriveTime says because I'm not a psychic and didn't know their car was worthless until AFTER their return period (how convenient) that there is nothing they can do, which I feel is not only dishonest, but also irresponsible. I am in a bind. I can't seem to get it repaired, they refuse to take it back, I can't voluntarily give it up without hurting mine & my husband's credit, and I owe way too much, since they are severely overpriced, to trade it in anywhere. I am stuck, they know it, and they offer no assistance after you leave the lot.Business response
10/14/2022
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.Initial Complaint
10/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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 carBusiness 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
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.
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Get a QuoteCustomer Complaints Summary
693 total complaints in the last 3 years.
233 complaints closed in the last 12 months.