DriveTime

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On February 12, 2014, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime, when she leased a 2005 Ford Five Hundred. All lease vehicles come...

with a Life of Lease Limited Warranty, administered by [redacted]. On January 8, 2015, we contacted our customer and advised that once the vehicle is diagnosed, we can review for possible assistance. We offered to cover our customer’s first hour of diagnosis. We also requested our customer to submit any out of pocket repair receipts for review. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s account. DriveTime thanks the [redacted] for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations

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 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

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 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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On July 1, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2009 Dodge Grand Caravan. Attached you will find...

the Simple Interest Retail Installment for your reference. At the time of sale, our customer agreed to make 151 monthly payments of $216.59 and 1 final payment of $214.34, beginning July 26, 2014. On February 28, 2015, our customer’s account charged-off due to non-payment for $1,949.31 On March 27, 2015, DriveTime exercised their contractual right to secure the vehicle, due to the account charging off for non-payment. Please refer to the "Simple Interest Retail Installment Contract," section labeled "Default": "You will be in default if you do not make any payment in full when such payment is due...Additionally, we may take back (repossess) the vehicle" On March 30, 2015, a "Redemption and Reinstatement Form" letter was sent to the address listed on our customer’s account. The purpose of this letter is to notify our customer of their right to either redeem or reinstate the vehicle within 10 days from the date of the letter. Attached is the "Redemption and Reinstatement Form" for your reference. On April 17, 2015, our customer inquired as to why he was not contacted about the delinquency status of the account. We informed our customer of the collection efforts that were made to the numbers and address listed on the account. We informed our customer that the number he provided was placed on a "Do Not Call List", which prevented us from legally contacting that number. Our customer was also informed that the co-buyer listed on the account is allowed to make changes to the account and contact information. At this time, we are not able to contact our customer at the number provided. The number is still listed under the Do Not Call List. We encourage our customer to contact the Customer Relations Department at ###-###-#### to discuss his concerns. If our customer would like to reinstate his vehicle and loan with DriveTime, he will need to pay $1,800.00 by May 8, 2015. Our customer would be responsible to pick up the vehicle directly from the auction. If our customer does not wish to reinstate the vehicle by May 8, 2015, the vehicle will proceed to be sold at auction. Please refer to page two of the "Redemption and Reinstatement Form" section labeled "Notice of Sale": "…If the vehicle is sold, the sale proceeds will be applied first to the payment of the expenses of retaking, repairing, preparing for sale, and storing of the vehicle and other repossession and collection costs…If we get less money than you owe, you still owe us the difference…" As a goodwill gesture, DriveTime has sent our customer a $25.00 gift card to the address listed. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [redacted] DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On December 5, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a [redacted]. Our customer purchased a 5...

year/50,000 miles Vehicle Service Contract, administered by [redacted]. Attached you will find the Simple Interest Retail Installment and Vehicle Service Contract for your reference. At the time of sale, our customer was provided an [redacted] AutoCheck Vehicle History Report. The [redacted] AutoCheck Vehicle History Report may indicate a prior accident record, a rental or government vehicle, registered in a storm area, and/or a theft record. If any of the items were applicable, these items would be noted in the Vehicle Information section on the [redacted] AuthoCheck History report. Our customer signed and acknowledged the vehicle had been in zero accidents prior to purchase. Attached is the [redacted] AutoCheck Vehicle History Report for your reference. On March 2, 2015, C[redacted] repair facility contacted [redacted] and stated our customer’s vehicle showed signs of impact damage, causing the coolant leak. The repair facility confirmed with [redacted] that the vehicle would not have been able to drive 2,292 miles if these issues were pre-existing. [redacted] sent a third party inspector to verify the damages on the vehicle. On March 3, 2015, an inspection was completed to review the physical damage reported on the vehicle. The inspector confirmed there are clear signs of impact damage to the radiator support, causing damage to the radiator. The inspector also confirmed there was no signs of mechanical failures and damages were caused by direct impact. Attached you will find the inspection report for your reference. On March 19, 2015, a second repair facility contacted [redacted] and reported the radiator failed due to physical impact. The repair facility confirmed the radiator failure caused subsequent damage to our customer’s vehicle. On March 28, 2015, our customer was informed due to the findings from the inspection reports and the repair facilities, DriveTime would not be able to assist with recommended repairs needed for the vehicle. As a good-will gesture, DriveTime applied a credit of $459.18 to our customer’s account due to the amount of time his vehicle was sitting at repair facilities for inspection. On March 31, 2015, our customer voluntarily surrendered his vehicle to a DriveTime dealership. This will have a negative impact on our customer’s credit reporting and will be reported as a charge-off. On April 02, 2015, a "Redemption and Reinstatement Form" letter was sent to the address listed on our customer’s account. The purpose of this letter is to notify our customer of their right to either redeem or reinstate the vehicle within 10 days from the date of the letter. Attached is the "Redemption and Reinstatement Form" for your reference. If our customer would like to reinstate his vehicle and loan with DriveTime, he will need to pay $804.36 by May 8, 2015. This amount includes the past due payments that is owed, delinquency fees, storage fees from auction, transport fee, and repair fees. Our customer would be responsible to pick up the vehicle directly from the auction if he chooses to proceed with reinstating his vehicle. If our customer does not wish to reinstate the vehicle by May 8, 2015, the vehicle will proceed to be sold at auction. Please refer to page two of the "Redemption and Reinstatement Form" section labeled "Notice of Sale": "…If the vehicle is sold, the sale proceeds will be applied first to the payment of the expenses of retaking, repairing, preparing for sale, and storing of the vehicle and other repossession and collection costs…If we get less money than you owe, you still owe us the difference…" On April 27, 2015, we attempted to contact our customer to attempt to resolve his concerns. We informed our customer his repairs were not covered through the warranty due to the physical damage that was caused to the vehicle. During the conversation with our customer, the call was disconnected. As a goodwill gesture, DriveTime has sent our customer a $25.00 gift card to the address our customer provided.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

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 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,

To Whom It May Concern: Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. The actions described in our customer’s correspondence are clearly not in keeping with DriveTime's set standards of service and...

support. DriveTime strives to make each customer’s experience both rewarding and pleasant, while ensuring that every customer is treated with the utmost respect. Our loan-servicing department is designed to work with our customers, as well as cure account delinquency.On March 11, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2012 Kia Forte. At the time of sale, our customer agreed to make 101 bi-weekly payments of $209.89 and 1 final payment of $209.25, beginning April 4, 2015. Attached you will find the Simple Interest Retail Installment Contract for your reference. On May 17, 2015, our customer’s account fell past due and has not since been brought current. When our customers’ accounts fall past due, we make regular attempts to contact them and cure their account delinquency. These calls can be suspended by customers making arrangements with a loan advisor when they cannot make a payment as scheduled. Should our customer request it, DriveTime can set up specific call windows on his account so he only receives calls at times that are convenient for him. He is also able to set up these call windows on his MyDriveTime.com online customer portal. Should our customer wish to limit correspondence with DriveTime even further, we can also place a “cease-and-desist” on his account that will allow only written outbound communication with him via email and letters. However, DriveTime is not able to discuss confidential account information via email, so we would be limited in the correspondence we could have with our customer in that way. As our customer is scheduled to make 26 bi-weekly payments of $209.89 in a year, he is responsible for a total of $5,457.14 each year until his loan is satisfied. Divided into 12 monthly payments, this amount equals out to $454.76 a month. At times, customers may believe bi-weekly payments are the same as semi-monthly payments. There are only 24 semi-monthly payments in a year (two times per month for 12 months). Bi-weekly payments are made every two weeks, and as there are 52 weeks in a year, this results in 26 payment dates. This difference in the number of payments causes the payment amount difference between semi-monthly and bi-weekly payments.  We have made several unsuccessful attempts to contact our customer and address his concerns. On August 18, 2015, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform him of our attempts to reach out to him. We encourage our customer to contact our Customer Relations department at ###-###-####. We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, DriveTime has credited $25.00 toward our customer’s principal balance.DriveTime thanks the Revdex.com for their continued support. If you have any questions, please contact us at ###-###-####. Sincerely,[redacted].DriveTime Customer Relations

November 11, 2015
Cheyenne Plutchak
Revdex.com
Ph. (602) 264-5299
Fax (602) 263-0997
Re: Complaint [redacted]
Dear Ms. Plutchak,
Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns.
When customers’ accounts fall past due, their vehicles become contractually eligible for recovery. On page 3 of the Simple Interest Retail Installment Contract labeled "Default," it states:
"If we take back (repossess) the vehicle, we may also take items of personal property found in the Vehicle when we take back the Vehicle and hold them for you. If you do not claim them within the time required by law, we will dispose of them in a commercially reasonable manner."
DriveTime utilizes third party recovery agencies for all recovery assignments. If items are left inside the vehicle, our customers must contact the recovery agency to arrange a time to retrieve their belongings. Unfortunately DriveTime was unable to directly assist in this process as the vehicle was not transported to a DriveTime owned lot. However, as we previously noted, it is our understanding from the recovery agent that the customer had the opportunity at the time the vehicle was repossessed to search the vehicle for personal belongings and at the time it was delivered to the agent’s site no personal belongings were in the vehicle.
We have made several additional unsuccessful attempts to contact our customer to discuss this matter. We encourage our customer to contact DriveTime Customer Relations at [redacted] so we may better assist in this matter. If we do not receive contact from our customer by November 16, 2015, normal account processing will resume. Please refer to page 3 of the Simple Interest Retail Installment contract, under "Default":
"If we take back the Vehicle, we will sell it unless you exercise any right to cure or redeem..."
Should you have any questions or concerns, please contact us by calling us at [redacted]
Sincerely,

DriveTime 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.

All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. Parts that fail inspection are...

replaced. However, if a part is functioning at the time of inspection, there is no need to replace it.
 
On February 28, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2010 Chevrolet Impala. Our customer also purchased a 5 year/50,000 mile Vehicle Service Contract, administrated by Aeverex. Attached you will find the Simple Interest Retail Installment and Vehicle Service Contract for your reference.
 
On January 16, 2016, an in-network repair facility updated a claim with Aeverex for the repair of the lower control arms, alignment, quick struts and stabilizer links. Aeverex advised these components are non-covered under the Vehicle Service Contract.
 
On January 20, 2016, DriveTime contacted our customer in regard to the assistance we would be able to offer. We advised our customer we would be willing to make a one-time exception to the Vehicle Service Contract and cover the cost of the labor on the claim and our customer would be responsible for the part cost. In addition, we advised our customer to provide paid receipts for out-of-pocket expenses and we would be able to offer up to 3 payment deferments on the account.
 
On January 29, 2016, DriveTime contacted our customer to reach an amicable resolution. We advised our customer because of the miles driven from time of sale and current delinquent status of the account, the offer presented on January 20, 2016 would remain the same.
 
As a good-will gesture, DriveTime applied a $25.00 credit to our customer’s principal balance. We apologize for any inconvenience or confusion this matter may have caused. Should you have any questions or concerns, please contact us by calling us at [redacted]
Sincerely,
DriveTime Customer Relations
Tell us why here...

March 18, 2016

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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 concerns.
On October 27, 2011, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2007 Pontiac G6. Attached is the Simple Interest Retail Installment Contract for your reference.
At time of sale, our customer agreed to make 136 bi-weekly payments of $203.47 and 1 final payment of $201.46, beginning November 12, 2011, with a 21.214% Annual Percentage Rate,
DriveTime offers several payment options for our customers’ convenience, including no and low cost options. For example, customer can sign up for recurring ACH (“AutoPay”) at no cost.  Our customers are also able to make a payment over the phone, online, or via text with Western Union (“Speedpay”). Both options are processed by a third party vendor who charges a $4.50 convenience fee for every payment made. Our customers’ also have the option to make an in-person payment to DriveTime via a third party vendor who charges a convenience fee of $1.50-$2.00, depending on the location of the facility they visit (i.e., WalMart).
On February 24, 2016, DriveTime launched a new ACH payment tool. Prominently displayed on [redacted] when customers click “Pay Now”, customers can make their payment online using their bank account for no fee, saving them $4.50.
On March 9, 2016, DriveTime exercised its contractual options to recover our customer’s vehicle due to non-payment.
On that same day, our customer contacted DriveTime and inquired about redeeming the vehicle. DriveTime advised him that he would need to pay the past due balance of $2,387.10, a $700.00 repossession fee, and a late fee of $40.00 for a total of $3,127.10 to DriveTime in order to redeem the vehicle.
Continued… (Full version provided to the Revdex.com)

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

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

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
 

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.

This is Drive Time's 2nd attempt to close out my case without resolution. First I received a certified letter in the mail which stated if I didn't contact them by the next following day they would close out my case as resolved without any contact with me. So I did contact them by phone and spoke to [redacted] who wanted me to take the vehicle to another repair shop. I explained to [redacted] that I just got my vehicle out of a repair shop. Sent her copies of 4 different receipts which I had the car repaired. Then was told take it to another shop for a diagnostics. Not sure why since the car was just repaired and the issue has nothing to do with the engine. I have attempted to contact [redacted] for an entire week and left her messages and still have not received a callback from her. Only to recieve this email from Revdex.com stated she is again trying to close my case without resolution. Absolutely Unacceptable. 

Regards,

September 9, 2016

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Revdex.com
Ph. (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 concerns.
On January 11, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2011 Dodge Grand Caravan. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. Additionally, our customer purchased a Vehicle Service Contract serviced by Aeverex. Attached you will find a copy of the Contract and the Vehicle Service Contract for your review.
On July 6, 2015, our customer took her vehicle to a repair facility for a diagnosis due to no-start concerns. The repair facility filed a claim with Aeverex to suggest an alternator replacement. Aeverex approved the alternator, as it is covered by the Vehicle Service Contract.
On April 14, 2016, our customer took her vehicle to a repair facility for a diagnosis of her transmission concerns. The repair facility filed a claim with Aeverex to suggest the transmission be replaced. Aeverex provided approval for the transmission replacement, as it is covered by the Vehicle Service Contract.
On May 25, 2016, our customer took her vehicle back to the repair facility reporting transmission concerns. The repair for the transmission was covered by a parts and labor warranty at the repair facility. Aeverex authorized 7 days of rental reimbursement for our customer at a rate of $25.99 per day due to the repair having to be complete again.
On August 16, 2016, our customer took her vehicle to a repair facility with concerns of the vehicle not starting. The repair facility filed a claim with Aeverex to suggest a fuel pump replacement. Aeverex provided approval for the fuel pump, since it is covered by the Vehicle Service Contract.
*Full Response Provided to the Revdex.com*

Thank you all for taking the time to research this urgent issue. I have checked and double checked my account information. I am unsure why you will not be pulling my account into your system. The last place I want to call is your customer service line, when I have had less than reasonable results doing so. 
The account number is accurate as 114008064401 
The name on the account will be [redacted], and my name, [redacted], is listed as an account contact. My red 2008 mini cooper was purchased on June 2, 2014. Also, the email provided [redacted] is the email listed on the account. What more information would you need in order for your system to pull up my account?
The mini cooper is now back in the shop again due to another mechanical failure. The mechanic said he will try to have the warranty company to cover it but since they have hardly covered anything, I may be looking at yet another $600 repair out of pocket. This is the worst experience a consumer could ever imagine. The fact that this company is even Revdex.com rated is nauseating. Mind you, this car has been in a mechanic shop for a mind-blowing 19 times due to mechanical issues.
Reading the reviews online, I am not the only lemon this company has sold. In addition, the mechanic that no longer associates themselves with Drivetime had 3 more cars that needed brand new engines after purchasing from this location. One may be a coincidence, but this is out of hand. They pride themselves as "rigorously inspecting vehicles" but this proves the lamest example of false advertising from what someone would believe to be a reputable company.
I have provided MORE than enough information for Drivetime to not only locate my account, as well as rectify this horrible experience dealing with their location in Norfolk, VA. If they wish to remain in high standards nationwide, they absolutely need to do further investigation on this location in particular.