DriveTime

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On January 2, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2007 Chevrolet Trailblazer. Our customer...

opted to purchase a 5 year/50,000 mile Vehicle Service Contract, administered by [redacted]. Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference. On January 29, 2015, our customer contacted [redacted] with concerns about the vehicle’s windshield wiper blades, tire pressure sensors, air filter, and emission system. [redacted] advised our customer these items are not covered under the Vehicle Service Contract. At this time, no claims have been filed with [redacted] by a repair facility. On February 6, 2015, our customer contacted DriveTime to see if she could get payment assistance due to the out of pocket repairs needed on the vehicle. We advised our customer to send in her paid receipts once the repairs are completed, and we would review for options to assist. While our customer has provided us with invoices, no paid receipts have been received at this time. On March 31, 2015, we contacted our customer and addressed her concerns. We are currently working towards an amicable resolution. We encouraged our customer to take the vehicle to a repair facility to get the issues diagnosed. Our customer agreed to take her vehicle to a repair facility on April 7, 2015. Once a claim has been filed with [redacted], we will review for options to assist. At this time, we are unable to accommodate our customer’s request to trade in the vehicle, get a lower interest rate, or be provided with the balance owed on the vehicle.As a goodwill gesture, DriveTime has applied $25 to our customer’s principal balance.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely,DriveTimeCustomer Relations

April 29, 2014

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[redacted]
Revdex.com
[redacted]

[redacted] 
 
Re: Complaint #[redacted]
Dear Ms. [redacted],
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
 
On July 25, 2013, our customer entered into a retail installment contract when he purchased a 2008 [redacted]. The vehicle came with a 3 year/36,000 mile limited warranty. Included you will find the retail installment contract and the limited warranty agreement for your reference.
On April 28, 2014, we contacted our customer and requested he submit receipts for past repairs and estimates for current repairs. Once we receive the receipts, we will review for possible payment assistance.
As a goodwill gesture, DriveTime has applied a $25 credit to our customer’s principal balance.
                      
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted].
 
Sincerely,
 
[redacted]
DriveTime
Customer Relations

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. A customer’s approval for financing is subject to our receipt of documentation from our customer. The documents may include a proof of income, proof of residence, and a...

driver’s license. This allows us to confirm the identity of our customer and the accuracy of the information provided to us. At the point of sale, our customer provided the attached proof of income for her current employment. On February 19, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2007 GMC Envoy. Our customer also elected to purchase a 3 year/36,000 mile Limited Warranty administrated by Aeverex. Included you will find the Simple Interest Retail Installment Contract and Limited Warranty for your reference. Our customer also had the opportunity to sign and review the following documents: Buyer’s Guide - Retail Purchase Agreement - What you need to know about financing a vehicle with Drivetime Included you will find a copy of the above referenced documents for your review In addition, our customer signed and reviewed the attached Optional Products-Disclosure. Our customer elected to purchase the following optional products: - DriveCare Powertrain Protection - GAP Coverage - GPS These optional products would be added to the price of the vehicle. On December 11, 2014, our customer voluntarily returned the vehicle to DriveTime. On December 30, 2014, a prorated refund of $505.99 for the GAP insurance was applied to our customer’s account. On December 31, 2014, a prorated refund of $1,999.06 for the vehicle service contract was applied to our customer’s account. On January 2, 2015, the proceeds of $4,807.00 from the vehicle being sold at auction were credited to our customer’s account. Our customer’s current payoff is $6,186.96 for the remaining principal balance and interest: - Principal: $5,453.80 - Interest: $ 730.16 At this time, we are unable to accommodate our customer’s request to refund monies paid and delete the trade line from her credit report. However, we are offering the following resolution: DriveTime agrees to: - Waive deficiency balance of $6,186.96 - Submit an update to all three (3) major Credit Bureau reporting agencies to report DriveTime trade line SETTLED CHARGE-OFF In exchange, Customer agrees to: ?- Remit payment to DriveTime via certified funds in the amount of $1,548.49 Our customer will be required to sign a Full Settlement and Release of Claims if she decides to take advantage of this offer. This settlement offer is good until February 6, 2015. As a goodwill gesture, DriveTime has mailed a $25.00 [redacted] gift card. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On July 14, 2014, our customer entered into a simple interest retail installment contract with DriveTime, when she purchased a 2010 Dodge Avenger. Our customer also...

purchased a 3 year/36,000 mile service contract, administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and the vehicle service contract for your reference. On October 1, 2014, we contacted our customer to address her concerns and came to an amicable resolution. We advised our customer as a one-time exception, DriveTime will cover the cost of repairs for the harness. As a goodwill gesture, DriveTime has applied a $25 credit to our customer’s principal balance. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, Camille DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customers’ concerns. On December 28, 2010, our customer’s entered into a Retail Installment Contract with DriveTime when they purchased a 2008 Ford Taurus. Attached you will find...

the Retail Installment Contract for your reference. We have made several attempts to contact our customers to discuss their concerns, but have been unsuccessful. On September 24, 2014, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform our customers of our attempts to reach out to them. We encourage our customers to contact our Customer Relations department at ###-###-####, to discuss their concerns. As a goodwill gesture, DriveTime has mailed a $25 [redacted] gift card to our customers address. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,DriveTimeCustomer Relations

Hello,
While most of this response is accurate, I would like to add that at no time and no where on Bridgecrest's Lease contract does it state any protocol regarding recalls. It simply says that the vehicle is thoroughly checked before being offered for sale.I do question this as the vehicle had to have over $1000 worth of repairs done to it within 6 months of purchasing it. I never made an issue about the repairs even tho they were substantial and safety related. Entire rear shocks and replacement of all 4 tires as there were three different sizes of tires on the vehicle when I began the lease.
I am fine with the offer to use those "credits" and get into another vehicle, however, all that information has not been accurately sent to the dealership I contacted per the Representative's instructions.
I am still waiting for the Lease credit information to be sent so that I can get into another vehicle.
 
Thank you for your time
 

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On April 11, 2014, our customer entered into Closed Ended Motor Vehicle contract when she leased a 2005 Honda Civic. Included you will find the Closed Ended...

Motor Vehicle contract for your reference. On September 8, 2014, our customer contacted our Lease Customer Service department to discuss her account. We agreed to credit her account two (2) payments due to the inconvenience. In addition, we agreed to waive the $100 co-pay to get her vehicle diagnosed.
At this time we have made multiple attempts to contact our customer to discuss any further concerns, but have been unsuccessful. On September 11th, we sent our customer a letter asking her to contact us if she has any further concerns.
In addition, DriveTime has applied a $25 credit to our customer’s principal balance.
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.
Sincerely,

DriveTime
Customer Relations

May 11, 2016Revdex.com Ph. (602) 212-2232Fax (602) 263-0997Re: Complaint #[redacted] To Whom It May Concern:Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On March 30, 2015, our...

customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2007 Honda CR-V. The vehicle came with a 30- day/1,500 mile DriveCare Limited Warranty, administered by Aeverex. Our customer purchased a 5 year/50,000-mile Vehicle Service Contract, also administered by Aeverex. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. Attached you will find a copy of the Simple Interest Retail Installment Contract, DriveCare Limited Warranty Agreement, and Vehicle Service Contract for your review.At the time of purchase, our customer signed a Safercar.gov Recall Report Acknowledgement stating:“I/we know that DriveTime did not create this report and there may be mistakes or missing information. DriveTime said we should contact a new auto dealer to ask them if there are any safety recalls related to the vehicle.”DriveTime cannot fix any recalls with the vehicles we sell. We encourage our customers to have any recall concerns brought to the attention of the original equipment manufacturer (OEM).On April 9, 2015, our customer contacted Aeverex to express concerns with the back door not working properly, a fluid leak, and AC not being cold. Aeverex encouraged her to have a diagnosis completed at an in-network repair facility.On April 11, 2015, an in-network repair facility initiated a claim with Aeverex for a pressure steering hose, steering fluid, and steering diagnosis. Aeverex approved these repairs under the DriveCare Limited Warranty. The repair facility did not find any problems with the AC. On April 14, 2015, our customer contacted Aeverex inquiring about rental assistance while the vehicle is being repaired. Aeverex offered her 4 days of rental reimbursement at $25.99 per day, totaling $99.88.On April 22, 2015, our customer contacted Aeverex inquiring about an extension of the 30-day/1,500 mile limited warranty for possible coverage for a windshield replacement. Aeverex informed her they would not be able to extend the DriveCare Limited Warranty.On May 14, 2015, our customer contacted Aeverex concerning an inspection for the vehicle. Aeverex informed her they do not cover inspections under the Vehicle Service Contract.On May 27, 2015, our customer contacted Aeverex concerning a fuel system service for the vehicle. Aeverex informed her a fuel system service is considered a maintenance related item and is non-covered under the Vehicle Service Contract.On June 2, 2015, our customer contacted Aeverex to voice concerns with the AC not working. Aeverex encouraged her to have an AC diagnosis completed at an in-network repair facility.On June 15, 2015, our customer contacted Aeverex to inform them that the in-network repair facility did not diagnose any problems with the AC. Aeverex informed her that she could have a second diagnosis completed at another in-network repair facility but there will be a $100 deductible for approved repairs, with the Vehicle Service Contract being administered.On April 15, 2016, we spoke with our customer in attempt to address their concerns with the recalls for the vehicle. Our customer informed us the component to fix the recall is on a back-order and will not be available until around summer of 2016. We advised her we would not be able to assist with the recalls as this is handled by the OEM. We encouraged her to contact the OEM and inquire about expediting the component.On April 18, 2016, our customer contacted Aeverex inquiring how to cancel the Vehicle Service Contract. Aeverex sent the cancellation paperwork to her email address on file.At this time, we have not made contact with our customer. We are willing to offer her the following resolution:DriveTime agrees to:• Waive deficiency balance of $16,964.08• Delete trade line from all three (3) major Credit Bureau reporting agencies In exchange, Customers agrees to:• Report this matter as resolved and dismissed with prejudice (as applicable) to any court or governmental private agency that you have filed a complaint with, if any.We have made several unsuccessful attempts to contact our customer to discuss her concerns. On May 3, 2016, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform our customer of our attempts to reach out to her. We request our customer contact our Customer Relations Department at 800-965-8043, by May 17, 2016 to accept our offer and address any other concerns.We apologize for any confusion or inconvenience this matter may have caused.We thank the Revdex.com for their continued support and for allowing DriveTime to address our customer’s concerns. If you have any questions, please contact us at 800-965-8043.Sincerely, Carlos S.Customer Relations

Concern:
Our customer is stating DriveTime was reporting his credit inaccurately
Desired...

Outcome:
Our customer would like DriveTime to update or delete his credit reporting
Resolution:
$25.00 American Express Gift Card
  The account will remain in a charge off status. However, it will be updated each month with the last payment made and the amount owed decreasing with each payment. When completed, will show as a paid/settled charge off.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I was told the day I signed for this car that I could change the due date at any time. And I was not informed at the time of purchase that there was no grace period for this car. I paid my payment online again and called in to give my confirmation number to a rep, and I spoke with [redacted]. I told him I wanted to give him my confirmation number for my online payment because there was a mix up the last time I paid online. [redacted] informed me that he saw my payment online and there was no need for me to give him my confirmation. I asked him could he see all of my payments I did online and he told me YES! I told him that the last person I talked to said they could not see my payment history online and the confirmation number was not in the system. Drive time has horrible customer service! How come one rep said he could see my payment history but someone could not!!! I do not accept anything [redacted] *. has said in her response! I paid my car note online and had confirmation that the payment had gone through. And when I went back online I could see my payment history and the payment I submitted on both days. I will be cancelling this lease soon and I will tell everyone I know not to deal with this horrible company! I have attached my payment history and email confirming the payment that I made on 7/13. And it shows that I had to do a stop payment on it because Drive time claim they did not receive the payment!

Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On July 14, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2008 Chrysler Town & Country. Our...

customer’s vehicle came with a 30 day/1,500 mile DriveCare Limited Warranty, administered by Aeverex. Our customer also purchased a 5 year/50,000 mile Vehicle Service Contract, also administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract, the DriveCare Limited Warranty Agreement, and the Vehicle Service Contract for your reference. On July 24, 2014, our customer contacted Aeverex and advised them she had concerns about a brake noise. Aeverex referred our customer to a repair facility to have her vehicle diagnosed. On July 28, 2014, the repair facility filed a claim with Aeverex. They advised that there was no safety concern with our customer’s brakes. As our customer was within the first 30 days and 1,500 miles of her loan, Aeverex covered the brake diagnosis under the terms of the DriveCare Limited Warranty. On July 31, 2014, our customer contacted DriveTime with concerns that the brake repairs were not being covered. As a goodwill gesture, DriveTime approved our customer’s front brake pad and rotor repairs in full, despite there being no diagnosed safety concern. On October 16, 2014, our customer contacted Aeverex with engine concerns. Aeverex referred our customer to a repair facility to have these issues diagnosed. No claim was filed by a repair facility in regards to this matter. On February 27, 2015, our customer contacted Aeverex with further concerns about engine issues. Aeverex referred our customer to a repair facility to get the vehicle diagnosed. On March 2, 2015, a repair facility filed a claim with Aeverex for the thermostat, heater hose, and intake gasket. These components are not covered under the Vehicle Service Contract, and were therefore not approved by Aeverex. On March 9, 2015, our customer contacted Aeverex with concerns that the repair facility had misdiagnosed the issues with her vehicle. Aeverex authorized our customer to take her vehicle to an out-of-network repair facility for a second opinion. As a goodwill gesture, we agreed to waive the deductible if the repairs were covered under the Vehicle Service Contract. To date, there is no claim on file with Aeverex from an out-of-network repair facility. On March 26, 2015, we reached out to our customer and attempted to address her concerns. We offered our customer payment deferments if she sent in receipts for her previous out of pocket repair expenses. We also encouraged her to take her vehicle to an out-of-network repair facility for further diagnosis so we could review options to assist with her mechanical issues. Our customer declined both these offers and stated she would seek legal action and then ended the call. At this time, we are unable to accommodate our customer’s request to return her vehicle and receive her down payment back. We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, DriveTime has applied $25 to our customer’s principal balance. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely,DriveTimeCustomer Relations

October 10, 2016

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Revdex.com
Phone: (602) 264-5299
Fax: (602) 263-0997
 
Re: Complaint #: [redacted]
 
To Whom It May Concern:
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concern.
 
On September 22, 2016, our customer filed complaint #[redacted] regarding an insurance concern. As is our standard practice when responding to such complaints, our agent made attempts to contact our customer by phone on three consecutive days.
 
If we are unable to contact our customer by phone after three attempts, we will send a letter to the address we have on file asking that they contact us. This letter will include an expiration date, stating that we will consider the matter resolved if we have not heard from them by that date. We will then make two additional attempts to contact them by phone, after sending the letter.
 
In this case, our customer contacted the representative working the complaint on October 3, 2016. Our representative addressed our customer’s complaint, and the conversation ended amicably.
 
On October 10, 2016, we contacted our customer to discuss this complaint. We explained that the letter they had received was simply an attempt to contact them, as are attempts by phone had been unsuccessful prior to the letter, and that they could disregard the letter.
 
We also took the opportunity to inquire as to our customer’s previous concern. They had been involved in a total loss accident, and were waiting for our receipt of their insurance company’s settlement check so that they could be approved to enter into another vehicle. Our customer submitted additional documentation to our representative, and we are currently working to expedite their concern.
FULL RESPONSE ATTACHED

On April 13, a gentleman from DriveTime, Brody called and offered to apply $139.81 to my account as compensation for payments being distributed/applied to my account incorrectly. I TOLD BRODY I WOULD THINK ABOUT IT AND CALL HIM THE NEXT DAY. I DID NOT AGREE TO HIS OFFER AND TOLD HIM I WANTED TO DISCUSS IT WITH MY FAMILY BEFORE I ACCEPTED IT.
 
 
Please see attached PDF for further information.

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On October 17, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2005 Chrysler 300....

Attached you will find the Simple Interest Retail Installment Contract for your reference. DriveTime had temporarily ceased credit reporting to all three major credit bureau agencies. The cease is due to required system enhancements taking place in the manner DriveTime reports to the credit bureaus. These enhancements will allow DriveTime to comply with the Fair Credit Reporting Act. We apologize for any inconvenience to our customer.  We understand the importance of building and maintaining a credit score. We also understand the importance of accurately reporting credit activity, and that is why DriveTime has made the effort to complete these system enhancements. We have initiated the necessary step for our updated credit systems to begin reporting. The credit updates should reflect on our customer’s credit report within 30-60 days. On March 12, 2015, we informed our customer of our system enhancements. We informed our customer once reporting resumes, her credit report will reflect accurate pay history from the time of purchase. On March 14, 2015, our customer informed us she would surrender her vehicle due to the non-reporting. We informed our customer of the negative impact a voluntary surrender would have on her credit report once reporting resumes. ?At this time, we are unable to accommodate our customer’s request. As a goodwill gesture, DriveTime has applied $25 to our customer’s principal balance. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On February 06, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2012 Kia Soul. Attached you will find the...

Simple Interest Retail Installment Contract for your reference. Payment frequencies are set up at the time of sale, based off a customer’s employment pay cycle. At the time of sale, our customer agreed to make 145 bi-weekly payments of $214.63 and 1 final payment of $212.82, beginning on February 27, 2015. On July 08, 2015, our customer contacted DriveTime and requested to change his payment frequency from bi-weekly to monthly. We informed our customer his bi-weekly payments of $214.63 would change to approximately $466.61 monthly if he proceeded with the frequency change. A bi-weekly schedule means there will be 26 payments owed in a year. The money paid for the year, at a bi-weekly frequency, would total approximately $5,580. When switching to a monthly pay frequency, payments would change to approximately $466 per month, $5,580 a year. Monthly payments are more costly to compensate for the months with three bi-weekly payments due. On July 22, 2015, our customer contacted DriveTime and authorized the frequency change. We are working with our customer to complete the modification process. As a good-will gesture, DriveTime has applied a $25 credit towards our customer’s principal balance. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [redacted] DriveTime Customer Relations Department

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  This was the first time that it was stated that the maturity date or length of the loan would also change.  Previous phone conversations with DT Representatives had led me to understand that there would be no change to the loan, in length or amount.  I do appreciate your looking into this.  As soon as I am able to get the settlement with the insurance carrier liable for the accident, the payment(s) will be forwarded to DT.  Unfortunately for me, this was the "easy" part of the whole process - clarifying the monies due to DT.  Thank you again for your time.Regards,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I have tried several times to reach Mr [redacted] via email and phone to discuss this matter and he is never available to speak on the phone and does not return calls when I leave a voicemail for him. I have received an email from Mr [redacted] inviting me to call his direct line and he stated he will...

"continue" to try to reach me via phone. I have not received nor missed a call from Mr [redacted] or anyone else at Drivetime.  
I still have serveral issues involving the purchase and repossession that are not being addressed by Drivetime.
 
Sincerely

Please see attached response, to large to post.