"Ebony was amazing!"

Ebony was amazing!! Very caring and great customer service!!!! That's important to me!

"Johnathan was awesome"

Johnathan was awesome! The experience was great. Every issue from Priscilla handling the initial work to Johnathan to Sunnyvale. And Scott with Delivery!

"Highly Deceptive Business Practices"

In February, I purchased a vehicle through Driveway, which is the online arm of the Lithia Group, which owns Mesquite Kia. My vehicle was shipped from Mesquite Kia to my home in Iowa.
When the vehicle was delivered, it was clear that it had significant undisclosed body damage that had been intentionally left out of the photos that were posted online of the vehicle. The inside of the vehicle was filthy, including having an abundance of food crumbs from its previous owner. The vehicle also came with expired temporary plates, and when going through all of the compartments and the console of the vehicle, I discovered that Mesquite Kia had left the key fob for a brand new kia in the center console of the vehicle.
I wrote a review on Trustpilot detailing my experience, and received a response from a customer service specialist at Driveway asking me what needed to happen for me to change my review from one star to five stars. I explained that the significant damage on the vehicle would need to be repaired, that Driveway would need to pay for a detail of the vehicle. Reasonable requests, right?
I also brought the key fob issue to the attention of this specialist, and was told that I would be sent an overnight UPS envelope to send the key fob back. Being that we're a small town, we only have one UPS drop-off location, and drop off is only available during basic business hours. I work a full time job, and had to use the entirety of one of my lunch periods to handle this task. I did so as a gesture of goodwill, in hopes that Driveway would also exercise goodwill and good business practices and repair the intentionally concealed and undisclosed damages to the vehicle that I purchased. Boy was I wrong - and I'll come back to this.
Driveway initially offered a very small, and embarrassing amount of compensation to "turn my one star review into a four or five star review." I was also told that the vehicle had been repaired prior to shipment. I asked for proof of this repair and was sent an invoice dated for the same day that my vehicle was shipped that simply said "paint" on it, and listed a cost of $350. For an indication of how inadequate of a repair "paint" would be, the front bumper of this vehicle is literally dangling off of the clips that hold the front bumper to the rest of the vehicle.
I rejected this offer, and instead told the Driveway representative that I would take the vehicle to a local-ish dealership for an actual estimate. The collision shop that I received the estimate from told me that the vehicle should have never been sold in the condition that it was sold to me in, and tendered a "minimum" repair estimate of over $3000.
Now mind you, prior to getting this estimate, both my Driveway rep and members of the team at Mesquite Kia were calling, emailing me, and texting me to find out when they could expect the return of the key fob for the brand new Kia that had been left in my vehicle. But also, when the key fob was received back at the dealership, communication stopped.
It's now been nearly two weeks since I last heard from my rep at Driveway, and the last communication was simply that he was "advocating" for me.
I now have a monthly payment on a vehicle that is drivable but I worry that the front bumper might actually fall off through no fault of my own. And I'm also disappointed that the statement of "I'll be here with you until this issue is resolved to your satisfaction" that was made by my Driveway rep was as deceptive a lie as selling a vehicle with significant front end damage that was attempted to be covered up with $350 worth of "paint".
And from the other reviews that I'm reading here, it seems that selling damaged vehicles, and expecting customers to be "happy" with the brokenness is a pattern and condition of how the Lithia motor group does business.
How disrespectful to the people who make Lithia's wealth possible.

"From the beginning I was a bit hesitant…"

From the beginning I was a bit hesitant about selling my car to an
Online company
But from the first conversation to the last it went smoothly.
Kayleen had answered all of my questions and it was a great experience
I highly recommend Dirveway

"As a first-time car buyer"

As a first-time car buyer, I couldn’t have asked for a better experience than what I had with Driveway! The entire process was so easy and smooth—from start to finish. I truly appreciated how responsive and supportive everyone was, answering all of my questions along the way.

Ndia was my first point of contact and she was incredibly kind and helpful, making me feel comfortable right off the bat. Clara was amazing with scheduling and even worked with me to reschedule my car pickup without any hassle. Ms. Williams from the management team really put the icing on the cake—reaching out personally to make sure everything went smoothly. That personal touch meant a lot!

I started the process on April 6 and picked up my car on April 11—just five days later! Even Mr. Claud Bradford was sooooo helpful and had amazing customer service throughout the entire process.

I’ve already recommended Driveway to so many people because I’m still blown away at how seamless the whole experience was. THANK YOU, DRIVEWAY—I LOVE MY NEW CAR!

"Once I ordered"

Once I ordered, I got a call from Marco who helped explain the process and smooth out the details. The call lasted about 30 min. He was transparent and answered every question promptly with honesty. Pleasure to do business with Driveway thanks to Marco

"Very easy and convenient."

Very easy and convenient.

"easy and fast"

easy and fast

"Instant, great service! All questions answered."

Sales associate texted like I requested instantly and helped me through the process and answered every question I had. they were patient throughout the process, even switching communication between texts and emails so I could work it through the computer I started it with. I’m planning on buying a second car and now this has made me reconsider buying it in person and now doing it through driveway again.

"10/10"

Was a little worried about this being an online car buying thing, but Janya made the process so smooth. She helped me trade in my ford explorer for a Toyota rav4 and I’m excited to add my rav4 to my family! 🥰