ComplaintsforDriveTime

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On my loan SS ending in 4338, this is my third account with Drive Time, the two previous loans in great standing paid in full. In 2017, I bought a 2012 Ford Escape XLT from your Tampa Florida lot and it has been a nightmare from the start. First the air conditioning failed to work and Silver Rock Warranty failed to provide the repairs to fix the car. so I cancelled it in 2018. Next engine light, abs light, water pump, thermostat and timing belts need to be repaired. All my calls to customer service falls on deaf ears, I feel like I have been sold a lemon. Now, I will honor all payments as I am close to $5000 for the payoff. I want something done for a customer that has bought three cars from your company. I have a bill for over $800 for a repair I cannot afford, these repairs has caused my account to be behind.

  

  Business response

  07/27/2022

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On November 10, 2018, our customer contacted Bridgecrest and inquired about cancelling his ancillary products. He advised Bridgecrest that he wanted to reduce what was owed on the account as he had found a supplemental warranty that would assist him with future repairs. On February 11, 2019, our customer opted to cancel his ancillary products. According to his VSC cancellation request, our customer drove 31,417 miles since purchase. SilverRock sent our customer an email confirming the cancellation of his products and a prorated refund was applied toward the principal balance of the account. On July 19, 2022, our customer contacted Bridgecrest and requested that it waive his remaining principal balance due to repair issues. It advised our customer it was unable to waive the balance owed. Bridgecrest transferred our customer to DriveTime and he requested that we provide him with repair assistance. We advised him that we were unable to provide him with repair assistance, due to time and mileage in the vehicle and since he had no active VSC. Our customer was dissatisfied.

  Customer response

  07/27/2022

  Drive Time/Bridgcrest has treated this third time car purchase customer very poorly. They overcharge for a warranty that only allows Silverrock to use their own used parts and not allow the repair shop they refer to use their own. When the repair is not done correctly the shop will not stand by the work and I'm left out in the cold without a proper fix. This is why I cancelled their car warranty. I have never heard of a car warranty system like this before. This is poor unethical business from a company I will never do business with again. Drive Time does not care what condition their cars are in, once you drive off their lot "Tough luck, you're on your own"

  

  Business response

  08/05/2022

  Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns. At the time of sale, our customer was provided the opportunity to review, sign, and acknowledged the VSC. On page 2 of the Vehicle Service Contract (VSC), under Our Obligations, it states: “Replacement parts can be of like kind and quality. This may include the use of new, remanufactured or used parts as determined by the Contract Administrator.” On February 11, 2019, our customer opted to cancel his ancillary products. According to the VSC cancellation request, our customer drove a total of 31,417 miles since purchase. Once the VSC was cancelled, our customer was responsible for all future repairs. On July 19, 2022, our customer contacted DriveTime and requested that it provide him with repair assistance. We advised him that we were unable to provide him with repair assistance due to the amount of time since the time of sale and the amount of mileage on the vehicle and the fact that he had no active VSC.

  Customer response

  08/09/2022

   Sorry I did not read the two point font on reused parts being sent to a mechanic they refer to a customer. This mechanic refused to fix anything additional based on the malfunctioning reused parts from SilverRock.  What do you expect from Drive Time, I'll never do business with again!

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 2nd 2022 Drivetime Glen Burnie sold me a lemon. The vehicle had to b jumpstarted and system fluids were added. Since that day and because it was a holiday weekend, was unable to get a mechanic to look at it. The engine light came on within hrs of leaving the dealership. It's been to Pep Boyz Germantown, twice for the same problem, a PO304 code which is cylinder number 4 miss firing. The first visit, Pep Boyz replaced the battery and the #4 coil. 2 hrs after picking up the car, engine light back on. Sent back to Pep Boyz. They ran more test, couldn't find the problem. Recommended I take car to Ford dealership for Compression Test. Pep Boyz r not equipped for that test. Had an appointment next Wednesday for Compression Test, but car broke down today at 9:30am. Had to use my Geico road side service to get my car towed to Sheehy Ford cause Silverrock, the warranty company, will only reemburst $75, which would not have gotten me to the shop. They knew this car was bad and tried to pass it off. Now they trying to dodge accountability. If U wanna sell junk, b prepared to pay for it. No one should b taking a car, new or used to a repair shop, 2 days after purchase, period. That's a rip off business.

  

  Business response

  07/15/2022

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. 

  Customer response

  07/15/2022

  Due to the fact that I have been without any transportation since the 12th. After speaking with the dealership doing the repairs, they won't have any answers until next week, which means more days without transportation. This inconvenience is costing me daily. I am 7 business day from taking ownership of this vehicle. I have driven it 3 times since purchase. So, until I am n the driver seat of a vehicle that's n satisfactory condition, no response will B accepted. Sorry, but U broke the trust barrier.

  

  Business response

  07/26/2022

  Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns. 

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car from drive time in Highland Indiana my license plates are going to be sent here to Illinois but my issue is they gave me two keys with my car one key opens and closes the door the other key they told me had to be programmed with a fob on it ! I was told they don’t do the programming and for me to bring it someplace to be done which I did to find out that the key does not even belong to my car the only way to get a key with the fob on it like I was promised is to purchase it through Toyota!! This is the dealerships problem they told me that all I had to do was have it programmed!! Now I have a key that belongs to someone else is Key that doesn’t even fit in my an ignition!! I want the key as promised which they can purchase from Toyota and program to my car as promised I spent a lot of money on this car and I believe they just filled me with a bunch of BS just to make the sale I tried talking to a manager who was really rude about the whole situation and said oh well they can’t do nothing about it I want the key that was promised to me with the fob to open and close my doors not a key from another car that they don’t even know where that belongs to !!!

  

  Business response

  07/13/2022

  Although our customer was provided with the operational key, as a one-time courtesy, we are willing to accommodate our customer’s request to assist with the expense relating to the programming of a key fob. 

• Initial Complaint

  07/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We have had this vehicle for 3 months and for the last month in total, the car was not operational. The car was sold as promised by the salesperson in working condition. Within a week of ownership the check engine light came on and the transmission went out. We took it to ******* ******** for a full diagnostic and were given a repair bill of $3780 estimated. The car is spewing oil and the transmission is shot. None of this was covered by our extended warranty we had paid for as per Silver Rock customer service. We had brought in my Aunt who is in poor health and they were aware of this and still sold us the car at almost $30k for a 2015 Chevy Sonic with 123k miles. Their sales point was that we only had to keep it for a year and build credit with them and we could trade up as a service they offer. We accepted as she is on SSI and I was making less money. Since then we had no choice bit to purchase another vehicle to keep my job and to get her to and from medical appointments. We now have 2 car payments. We have reached out to customer relations, Silver Rock and Bridgcrest who did the loan. No resolution has been offered at this time. Buyer beware with this establishment. We are ready to contact an attorney as customer relations will not work with us unless we pay the payment we are behind. Nonetheless, we have two car payments now averaging us over 1k and we are unable to do so. As a caretaker and sole provider, I cannot accommodate this type of payment on top of monthly bills for my children and being a 24/7 caretaker for my Aunt. We aim to be released from the agreement and return the car with no intention to either of our credit as she was a cosigner. All documentation is in place and a lawyer will be the next step should we not be satisfied. The car is spewing oil, needs an overhaul of the engine and a replaced transmission all of which would be out of pocket. We cannot afford that nor should we have to.

  

  Business response

  07/13/2022

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On April 28, our customer contacted SilverRock to advise that the transmission was shaking and would not go into third gear. SilverRock advised our customer to have an in-network repair facility initiate a claim so that it could review for coverage under the VSC. On April 30, our customer contacted SilverRock to inquire if the camshaft sensor was a covered component. SilverRock advised him that it was a non-covered component (NCC). We can confirm that no claims have been initiated with SilverRock for review. On June 10, our customer contacted SilverRock to advise that he had the vehicle diagnosed at an out-of-network repair facility (ONRF). He advised SilverRock that the variable valve timing solenoid, oil pan gasket, timing cover gasket, and the cylinder head needed to be replaced. SilverRock advised him that all the components mentioned are NCCs except for potentially the cylinder head. SilverRock advised our customer that he would need to have a claim filed by the ONRF to review for coverage.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello My name i* ****** * ******* and my complaint is about Drive Time and the insurance company Silver Rock. This coming July will be a year since I've had this car. For the first couple of months everything was driving kind of smoothly then I noticed that the engine was running hot so I took it to this automotive business called d&B automotive in Memphis Tennessee. B&d automotive replaced the engine in which silver Rock insured it but it was still money out of my pocket with the deductible which was insane. I had to leave my vehicle at d&B automotive for 2 months which means that I had to go and rent a car my car rental bill from Enterprise totaled $2,500 in which silver Rock only paid me for a fraction of what my rental car bill cost not to mention all of the money that I had to pay for them to replace the engine with the deductible which I said was insane. Then after that the radiator goes out so that was another insane deductible that we had to pay with the insurance. No soon after that the throttle body had to be replaced because the car was stalling out every so many miles on the street on the highway it was ridiculous. And shortly after that the thermostats went out on the car so both of the thermostats had to be replaced. However the car is still running hot it feels like it's trying to stall out when we drive it and since my wife and I are elderly people this what the car is doing now is really sort of concerning because what happens if it decides to stall out in traffic especially in the month of July it hasn't done it yet but I really don't want it to do it at all but if it stalls out while my wife and I are riding in this car we're elderly people we can't be trying to walk somewhere to try to get someone to come get us a relief or anything so trying to walk it's not an option. I took it back to drive time on Covington Pike in Memphis Tennessee which was about a week ago I talked to the general manager his last name is ********* *

  

  Business response

  07/12/2022

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address our
  customer’s concerns. We have collaborated with SilverRock to provide the following response.
  Please see the attached for details.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2015 Chrysler 200 from this company in January 2022 and it has been in the shop ever since I bought it at least 2-3 weeks at a time 5 times! They sold me a lemon with air bag issues and mechanical issues

  

  Business response

  07/12/2022

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address our
  customer’s concerns. We have collaborated with SilverRock, her Limited Warranty (Warranty)
  administrator, to provide the following details.

• Initial Complaint

  07/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In or around October of 2021, my spouse, ***** ********, purchased a 2016 Ram 1500 from DriveTime with a warranty through SilverRock. Within days of purchasing the vehicle it was having mechanical issues. It seemed to be a simple fix at the time, however, here we are in July of 2022 and the truck is back in the repair shop for the same issue and this is the 7th time it’s been in for the same issue. We just paid over $400 to get it repaired last week to continue to have the same problem. SilverRock refuses to pay for any of the bills, claiming it’s routine maintenance. DriveTime cooperate denied the vehicle having a history of this same issue, however, I found proof that it had this issue prior to purchase. They refuse to exchange it saying the vehicle passed their inspection, however, they refuse to allow us to view that inspection report. Cooperate reps were rude and condescending, talked over me and eventually hung up on me without resolution. I was told we were not privy to their inspection report, which seems highly deceptive. This vehicle was sold to us after they simply cleared the codes out and they are selling bad vehicles with full knowledge that there are mechanical issues! They refuse to exchange the vehicle or let us out of the contract. They said we could trade it in but we had to pay for the devalue of the vehicle due to the mechanical problems! This is a horrendous nightmare and the only people you can talk to that are reasonable are the people at the bottom. Byron, the GM in shorty County, SC was able to talk me off the ledge after the vehicle left me and my two toddlers stranded on a major roadway without cell service. But they refuse to make it right at the top (cooperate reps) and i want out of the contract, I want into another vehicle and I want them to make this right.

  

  Business response

  07/11/2022

  Upon receipt of the complaint, as the third-party is not authorized, we attempted to contact our customer to discuss the concerns mentioned but were not successful in reaching him. At this time, we encourage both our customer and the complainant to contact us at the number provided regarding any unresolved concerns. Please see attached for details.

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to purchase a vehicle that I was approved for went threw all of the paperwork to get the vehicle. The sales person went threw the process required to get the vehicle. The sales person stated all they needed to do was to transfer the information over to the dealership location where the vehicle is available. The sales person told ne to call the location the next morning to ask to put a hold on the vehicle till they receive me paperwork which I did. I received a call the next day regarding my application stating that I could not get the vehicle. I asked the manager is that was the case why would they make me come all the way out there. I am a half and hour away and go threw completing my paperwork take my paystub information and Id. This is wrong I was looking forward to getting the vehicle and waste my time. I would like to see if they would be willing to let me proceed with getting the vehicle.

  

  Business response

  07/12/2022

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On June 28, 2022, our consumer visited www.DriveTime.com and completed an online application for financing options. The online application does not pull information or data from current or previous finance accounts held with Bridgecrest. After completing the online application, she contacted a DriveTime dealership to schedule an appointment to test drive and purchase a vehicle.  Per normal policies and procedures, we advised her that she would need to provide us with copies of her paystub and driver’s license. On that same day, she visited the dealership and provided us with the requested documents. She also advised us that the vehicle she was interested in was located at a different dealership. As a courtesy, we reserved the vehicle and provided her with an appointment at the other dealership. During the review process of the consumer’s documents, we identified and located her previous charged-off account with Bridgecrest. Since the charged-off occurred within the last five years, we were unable to proceed with the sale of the vehicle using the optional in-house financing with Bridgecrest. On June 29, we contacted the consumer and advised her we were unable to proceed with the financing of the vehicle due to the previous charge-off. We advised her that after five years from the date of the charge off, she could reapply for the in-house financing. The consumer expressed dissatisfaction with the sales process and advised she was not informed she did not qualify for financing in her prior conversations with us.

*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. ↩