After our vehicle was totaled in April 2025, we began searching for a suitable replacement. We previously owned a 2014 Ram 1500, but this time we were interested in upgrading to either a GMC Sierra or Chevrolet Silverado. On June 17, 2025, we purchased a 2021 Chevrolet Silverado from Drivemax Southaven. While our salesperson Lisa was courteous, the vehicle itself presented immediate and unacceptable issues.
Just six days after purchase, the check engine light came on. I promptly informed Lisa, who consulted with Diluth. We were told we could bring the vehicle in around 9 AM any day. Before we could do so, the light turned off. Trusting my instincts, I waited—and the light returned. A diagnostic scan performed at O'Reilly Auto Parts on June 28 revealed a faulty transmission solenoid. My husband returned the vehicle to Drivemax Southaven on June 30 and spoke with Kim, who dismissed the scan results and insisted on conducting their own diagnostics. She was unable to provide a timeline and required the vehicle to be dropped off. An appointment was made for July 11.
Shockingly, on the drive home from the dealership, a new warning appeared: “Transmission Hot Idle Engine.” The vehicle was towed back the next morning, July 1. I notified Lisa via text, and she acknowledged receipt. I called later that day to confirm the vehicle’s arrival and requested a timeline for assessment. I was told there was none. On July 2, Kim again had no update. On July 3, I was transferred to Diluth, who stated the vehicle would be placed on the rack on July 5 and that I would receive a call between 12 PM and 4 PM. No call was received.
On July 7, Kim informed me that the diagnostic confirmed a transmission issue and that further testing was needed. I reminded her that this was already known based on the documentation I had provided. When I asked about next steps, she stated she didn’t know and that the warranty company would need to be contacted. When pressed for a timeline, she again had no answer. I asked about retrieving the vehicle to have the work done elsewhere, and her response was, “If you want to, that’s fine.” I expressed concern about the dealership’s lack of communication and transparency.
Throughout this process, Kim’s attitude was consistently dismissive and quite off-putting. There was no sense of urgency, no accountability, and no effort to provide meaningful updates. At one point, I was told that the vehicle was purchased “as is,” and that only the warranty company could handle it from that point forward. Additionally, when I asked why I hadn’t received any of the promised updates, Kim told me that they don’t make callbacks and that customers are expected to call to check the status of their vehicles. She then said she didn’t know who told me I would receive a callback. I informed her that both Lisa and Diluth had assured me I would be contacted with updates. This lack of internal communication and disregard for customer expectations was deeply frustrating.
On July 8, my husband spoke with Diluth, who stated that the issue was more extensive than initially thought and that the vehicle would be sent to Coleman Taylor for transmission work. It took seven days to reach this conclusion.
On July 9, the vehicle was transferred to Coleman Taylor. Their team completed a diagnostic the same day and attempted to contact Drivemax Southaven on July 10, 11, and 14 to discuss the work order and obtain authorization. They experienced the same communication failures we had.
Finally, on July 15, Drivemax Southaven provided the necessary information to the warranty company to proceed with the repair.
From July 1 to August 19, we were without our vehicle.
Adding insult to injury, our first payment was due on July 17—while the vehicle was still in the shop. Kenya from the dealership called to confirm payment, which, if standard practice, is highly inappropriate given the circumstances.
Furthermore, our temporary tag expired on July 17. When I visited Drivemax Southaven on August 19 to obtain a new drive-out tag and check on the status of our permanent plates, I was informed that someone from the dealership had picked up our tags from the Shelby County Clerk’s office on July 21. We reside in Fayette County, meaning our tags were registered incorrectly. No one contacted us about the permanent plate being at the dealership. The tags were in Kim’s possession.
August 19 marked the end of this ordeal, as we finally received confirmation from Coleman Taylor that our vehicle was ready for pickup.
This experience has been deeply disappointing and unnecessarily stressful. The lack of professionalism, accountability, and basic communication from Drivemax Southaven’s service department is unacceptable. I would strongly discourage anyone from purchasing a vehicle or seeking service from this dealership. If I could assign a rating below zero, I would confidently give it a -100. As a person who has worked in the Customer Service industry as a Manager/Director for over 20 years, it's unfortunate that people take such a lackadaisical approach to handling business. While my experience may just be my experience, it does not discount the fact that this could have—and should have—been handled much better.
I had the pleasure of working with Kenya. She was very knowledgeable and friendly. Kenya made my car buying experience stress free. If you are looking for a friendly and caring dealership, I would recommend Drivemax. Great experience.
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Just six days after purchase, the check engine light came on. I promptly informed Lisa, who consulted with Diluth. We were told we could bring the vehicle in around 9 AM any day. Before we could do so, the light turned off. Trusting my instincts, I waited—and the light returned. A diagnostic scan performed at O'Reilly Auto Parts on June 28 revealed a faulty transmission solenoid. My husband returned the vehicle to Drivemax Southaven on June 30 and spoke with Kim, who dismissed the scan results and insisted on conducting their own diagnostics. She was unable to provide a timeline and required the vehicle to be dropped off. An appointment was made for July 11.
Shockingly, on the drive home from the dealership, a new warning appeared: “Transmission Hot Idle Engine.” The vehicle was towed back the next morning, July 1. I notified Lisa via text, and she acknowledged receipt. I called later that day to confirm the vehicle’s arrival and requested a timeline for assessment. I was told there was none. On July 2, Kim again had no update. On July 3, I was transferred to Diluth, who stated the vehicle would be placed on the rack on July 5 and that I would receive a call between 12 PM and 4 PM. No call was received.
On July 7, Kim informed me that the diagnostic confirmed a transmission issue and that further testing was needed. I reminded her that this was already known based on the documentation I had provided. When I asked about next steps, she stated she didn’t know and that the warranty company would need to be contacted. When pressed for a timeline, she again had no answer. I asked about retrieving the vehicle to have the work done elsewhere, and her response was, “If you want to, that’s fine.” I expressed concern about the dealership’s lack of communication and transparency.
Throughout this process, Kim’s attitude was consistently dismissive and quite off-putting. There was no sense of urgency, no accountability, and no effort to provide meaningful updates. At one point, I was told that the vehicle was purchased “as is,” and that only the warranty company could handle it from that point forward. Additionally, when I asked why I hadn’t received any of the promised updates, Kim told me that they don’t make callbacks and that customers are expected to call to check the status of their vehicles. She then said she didn’t know who told me I would receive a callback. I informed her that both Lisa and Diluth had assured me I would be contacted with updates. This lack of internal communication and disregard for customer expectations was deeply frustrating.
On July 8, my husband spoke with Diluth, who stated that the issue was more extensive than initially thought and that the vehicle would be sent to Coleman Taylor for transmission work. It took seven days to reach this conclusion.
On July 9, the vehicle was transferred to Coleman Taylor. Their team completed a diagnostic the same day and attempted to contact Drivemax Southaven on July 10, 11, and 14 to discuss the work order and obtain authorization. They experienced the same communication failures we had.
Finally, on July 15, Drivemax Southaven provided the necessary information to the warranty company to proceed with the repair.
From July 1 to August 19, we were without our vehicle.
Adding insult to injury, our first payment was due on July 17—while the vehicle was still in the shop. Kenya from the dealership called to confirm payment, which, if standard practice, is highly inappropriate given the circumstances.
Furthermore, our temporary tag expired on July 17. When I visited Drivemax Southaven on August 19 to obtain a new drive-out tag and check on the status of our permanent plates, I was informed that someone from the dealership had picked up our tags from the Shelby County Clerk’s office on July 21. We reside in Fayette County, meaning our tags were registered incorrectly. No one contacted us about the permanent plate being at the dealership. The tags were in Kim’s possession.
August 19 marked the end of this ordeal, as we finally received confirmation from Coleman Taylor that our vehicle was ready for pickup.
This experience has been deeply disappointing and unnecessarily stressful. The lack of professionalism, accountability, and basic communication from Drivemax Southaven’s service department is unacceptable. I would strongly discourage anyone from purchasing a vehicle or seeking service from this dealership. If I could assign a rating below zero, I would confidently give it a -100. As a person who has worked in the Customer Service industry as a Manager/Director for over 20 years, it's unfortunate that people take such a lackadaisical approach to handling business. While my experience may just be my experience, it does not discount the fact that this could have—and should have—been handled much better.