Drive CaramelReviews of drivecaramel.com

Unfortunately, service is falling with Caramel. Process is not very clear and texts + phone calls are not being returned.

It took way too long for the process with many mistakes. It cost a day in time for every mistake and the employees reported frustration with administration not wanting to fix IT issues.

I did receive payment for the vehicle I sold. But the process was totally unclear and confusing. Every day, for weeks, I received an email saying payment was "in process." There was never any clear explanation of the what was needed to complete the transaction. Both seller (myself) and buyer were baffled. We muddled through and got it done. But there needs to be a much clearer explanation of the steps and the sequence during the transaction.

As a first-time user, I found the post-auction handoff to Caramel unintuitive and confusing. During the process, the system automatically selected an in-person pickup option that I did not intend to choose. Finding support was difficult, as contact information was not readily available and required two emails to your team to obtain. Furthermore, when I spoke with the Caramel representative, their dismissive attitude was unprofessional. To improve the user experience, I recommend conducting human factors testing with new users to better clarify task dependencies. Additionally, adding a help page with post-auction scenarios would greatly improve clarity for future buyers.

This was my first experience with this process and I went in expecting a more thorough step by step explanation detailing what was needed by both the seller as well as the buyer. I had many conversations with the seller who expressed that he was also confused about the steps as we both received contradicting directions on the process. This caused delays in getting everything completed to transport the vehicle. Once the transport was initiated there was also a lack of communication. I received a call from the transporting company long before Caramel reached out to explain when the car was going to be picked up and delivered. I provided detailed days & hours the vehicle could be delivered yet the transporter was pushy trying to get me to agree to a time that was not within the provided window for delivery. After holding firm the transporter company agreed to deliver during requested time. Unfortunately, I so not think I will use this service again due to the lack of direction and communication.

Purchase transaction - quite good. Registration and licensing - It is taking a long time for Caramel to get back to me.

The instrustions confused me at first, I am successful in buying.

When I traded in my previous car. The team explained every detail clearly and didn’t pressure me to buy instantly. I left the dealership feeling confident with the price and the car I chose that day.