Consumer complaint received 2025-06-03 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Getting a loan or lease — Problem with additional add-on products or services purchased with the loan
Company: Driveway Finance Corporation
State: TX

Complaint narrative:
On XX/XX/XXXX, I visited XXXX XXXX XXXX of XXXX at XXXX AM with my boyfriend to purchase a used XXXX XXXX XXXX. I informed the salesman, XXXX XXXX, that this was my first time purchasing a vehicle and that my boyfriend was there to support & advise me during the process. We also explained that my boyfriend would need to leave by XXXX PM and asked whether the deal could be finalized by then. XXXX assured us it would be. 

We negotiated the pre-tax, out-the-door price from {$22000.00} to {$18000.00}. At XXXX PM, we were told to wait for finance. At XXXX PM, we were told there would be an addtional XXXX delay. My boyfriend had to leave at XXXX PM. I waited alone until XXXX PM before meeting with the finance rep, XXXX XXXX ( this being my first time purchasing a vehicle from a dealership and now without my support person due to the excessive wait time ). 

XXXX XXXX explained XXXX insurance, saying it would increase my monthly payment from {$370.00} to {$390.00} ( upon doing the math later, my monthly payment under 6.14 % at the original negotiated principal at a term of 72 months with my down payment should have been much lower than {$370.00} so I believe this figure as misrepresented as well to make the jump in monthly payment after add-ons appear lower ). He did not disclose that it would be financed into the loan principal or accrue interest. It was presented like a flat monthly insurance premium. He also referenced a limited warranty in a way that implied it was included with XXXX, which it wasnt. Believing I was simply paying a modest monthly fee, I signed the paperwork. 

Later that day, my boyfriend reviewed the contract and realized the terms were not what had been represented earlier when he was there and we were both waiting for finance. The limited warranty service warranty was actually {$4600.00}, and the XXXX was $ XXXXboth rolled into the loan and accruing interest. I contacted XXXX XXXX that evening by phone and email. He acknowledged the issue and forwarded my concern to the dealerships finance group around XXXX PM. That email was never responded to. 

On XX/XX/XXXX at XXXX AM, we returned in person. We asked to speak with XXXX but were told he wasnt in. Instead, a different finance rep, XXXX, came out. I explained that I felt misled and wanted to cancel the GAP and warranty. My boyfriend asked if the loan principal and payment would be adjusted accordingly. XXXX confirmed yes, it would be. He provided a cancellation form, which I filled out and signed. 

On XX/XX/XXXX, XXXX called and said he would submit the form, that the cancellation would take up to 60 days, and he would call me when it was confirmed. I waited 60 days no refund, no update, no change to my loan. 

I called Driveway Finance Corporation, the lienholder, who confirmed they had received no cancellation request from the dealership. I also contacted XXXX, the service contract provider, who said the contract was still active and no cancellation was submitted. I then contacted XXXX XXXX, the parent company. They also had no record of a cancellation from the dealership. XXXX manually processed the warranty cancellation but stated they could not cancel the XXXX insurance, which was supposedly handled through the dealership or a third-party provider yet no one provided the name or contact for that provider. 

Additionally, the contract included a recon fee, which was explained as a charge for maintenance, inspection, and prep. But when I received the car, the oil life was only at 16 %, indicating that the promised prep work was likely not performed. 

I have filed a complaint with both the FTC and the Texas XXXX thus far, and have not received any communication/been reached out to by any of these entities regarding a remedy or resolution to this case Ive attached overwhelming evidence to include ; The first phone call to XXXX XXXX XXXX XX/XX/XXXX at XXXX XXXX bringing up the issue the night of purchase, where he said hed have one of the finance guys call me back. 

The email XXXX sent after that call at XXXX XXXX on XX/XX/XXXX where he CCd XXXX saying that I had a question about the deal I closed earlier and to call me ASAP. I did not receive a call back that night or the following day, so we drove to the dealership on XX/XX/XXXX to try to reach someone about the loan The recording of XXXX in XXXX confirming to my boyfriend and I that I was signing a form to cancel my warranty & GAP insurance that I was not comfortable with/well informed of, and that he was passing the cancelation form off to XXXX XXXX XXXX and XXXX would be calling me about it to finalize A photo of the cancelation form I signed with XXXX that was passed on to XXXX XXXX XXXX XXXX of when XXXX called me on XX/XX/XXXX at XXXX XXXX that he would submit the cancellation form and I would receive a call from him when he got confirmation that the cancellation was fully processed and that it would take up to 60 days ( to which I never heard back ) A recording of the call I made to Driveway Finance Corporation XXXX XX/XX/XXXX at XXXX XXXX, after the 60 days had passed and the cancellation did not reflect on my loan asking them if they had received a refund/cancellation of any kind from XXXX XXXX XXXX, they said that they hadnt received a refund check/anything from the dealership A recording of the call I made to Assurant ( the service warranty provider ) the evening of XX/XX/XXXX after checking to see if the cancellation was reflected on my loan yet ( it still wasnt ) and they also confirmed that they did not receive any cancellation request from the dealership A recording of the call I made to XXXX on XX/XX/XXXX at XXXX XXXX where they also confirmed they did not receive any cancellation request from the dealership regarding my service warranty. 

A recording of the call I made to XXXX on XX/XX/XXXX at XXXX XXXX where they said they processed the cancellation request for the service warranty-but informed me that my GAP insurance was not through them and pointed at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Hondas XXXX XXXX XXXX and said they would have to cancel the GAP insurance A photo of the vehicles oil life at 15 % taken at the dealership on XX/XX/XXXX ( expected to be on 100 % based on the fees described fee purpose )

Company response to consumer: Closed with explanation