Drive Now Auto Credit Company, Inc.

Initial Business Response /* (1000, 5, 2016/01/22) */

1 received your letter in regards to the complaint of [redacted], After reading her complaint, I understand that she is disputing the Condition and mechanical problems she is experiencing weeks after purchase. I will go on the...

assumption that who filed the complaint was actually her son and the co
applicant; [redacted], I appreciate your dedication in the interest of both the seller and the consumer to reach a mutually beneficial resolution. I have completed some internal research to gather the facts about this particular purchase; including attempting to speak with [redacted] to no avail. I've also reviewed all of the signed and agreed upon documentation that were explained during the delivery process at point of purchase. I have discussed the loan with the lien holder, #########, pertaining to the payment history of the [redacted] accounts. The finance company spoke
very highly of these customers and they have a good payment history with them until this point. Although they were very perplexed as they had no knowledge of these concerns by the [redacted].
It is my conclusion that [redacted] and [redacted] purchased a 2003 Lexus ES300 from the South Side Auto sales dealership on November 28, 2015. The vehicle, VIN #########, had 128,202 miles at point of sale. I have attached some documents (Exhibits A— F) whereby we would
agree that they were made aware that they were purchasing the vehicle AS IS. Exhibit A is the Purchase Agreement where the urbans would've acknowledged purchasing the vehicle in the AS IS condition. They also agreed to purchase an extended warranty in the amount of $1,000,00 which they would've received a copy of explaining all of the coverage and requirements to maintain coverage. Exhibit 3 (2 pages) is a Buyer's Guide required by the Federal Trade Commission informing the customer that they are purchasing a used Vehicle in the AS IS condition. This form is posted on all vehicles for sale. The second page enlists some major defects that may occur in used motor vehicles, Exhibit C is an Inspection Waiver Form that allows the customer to have the vehicle inspected at point of sale at a repair facility of their choosing. The [redacted] waived her right to do so by initials and signature. Exhibit D is the final mention during the delivery process of the fact that they were purchasing the vehicle AS IS
and that if the warranty coverage was denied, that it would be on them to make reparations, Exhibit E is the Vehicle Service Contract that was signed and accepted. This is a very lengthy and detailed 8 page
contract and she would have a received a copy for her information. The language is very clear of

coverage and claims procedures. Exhibit F (3 pages) is the Retail Installment Contract that the Urbans entered into with Drive Now Auto Credit.
ln closing, [redacted] statement is rather confusing as it relates to the attempts to call the selling dealership. The phone numbers have worked for years and the numbers have not changed at our Peru location where they purchased this vehicle. Although we did have a facility in the town where they reside, Huntington, that location was closed in October 2015 and thus those numbers are no longer in use. In addition, the vehicle that they purchased is a high end luxury import that not every service facility con conduct proper diagnostics let alone repairs. I'm unsure as they do not provide the information as to what technicians or service facilities have worked on this vehicle.
In reference to the settlement; the car be picked up or reimbursement for payments already made to the finance company, There is absolutely no reason to assume that a qualified technician has diagnosed and conducted repairs on this vehicle. The [redacted] purchased a very good and extensive warranty that is honored nationally and was sold to protect their investment. The finance company is not going to reimburse payments nor is anyone going to reimburse any other monies paid. The finance company did nothing wrong in financing this vehicle to these individuals. The [redacted] account has been reported to the credit agencies as in good standing, lithe [redacted] feel that they were misled during the course of their vehicle purchase, we sincerely and deeply apologize. It is a part of our practice to maintain a very high standard of integrity in ensuring that all customers are treated with the highest level of respect. The offers of pro-sale inspection are offered as the third document during the delivery process to ensure that the customer is comfortable in their purchase before signing any other documentation.