DriveTime

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 did email my bank statements, spoke with [redacted].  He did show me where they allegedly returned the money in December, but there is nothing in two months of bank statements.  I have since heard nothing.  I am really nervous to have to send bank statements for now, the fourth time!  They cannot show me anything other than a computer log showing it was returned.  I have not received it.Regards,[redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns.

We have been in contact with our customer and are working towards an amicable resolution. We referred our customer to a repair facility to have the vehicle diagnosed. Once a claim has been filed by

the repair facility, we can review for possible assistance.

The $25.00 credit towards the account acted as a goodwill gesture for the inconvenience our customer has experienced thus far.

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,

DriveTime

Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On February 11, 2012, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2004 Chevrolet Aveo. The vehicle came with a 3 year/36,000...

mile DriveCare Limited Warranty. The Simple Interest Retail Installment Contract and DriveCare Limited Warranty agreement are attached for your reference.On May 22, 2014, we contacted our customer and came to an amicable resolution.DriveTime agrees to:? -Waive the deficiency balance of $7,888.46? -Delete trade line from all three (3) major Credit Bureau reporting agenciesIn exchange, customer agrees to:? -Release possession of vehicle to DriveTimeAs a goodwill gesture, DriveTime has mailed a $25.00 American Express gift card to our customer.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]Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On September 15, 2014, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2010 Hyundai Elantra. Attached you will...

find the Simple Interest Retail Installment Contract for your reference. On December 31, 2014, we reached out to our customer to further discuss the credit reporting issue. We advised our customer that the automated credit reporting system had been put on hold these past couple of months to perform necessary updates. These updates are being performed to enhance the results of our credit reporting with the three major credit bureaus. Once the updates have been completed with the credit bureaus, DriveTime accounts will start reporting on a monthly basis again.
As a goodwill gesture, DriveTime has applied a $25 credit to our customer’s principal balance.
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

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 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.The amount of $2,050.00 was paid to DriveTime on February 27, 2015. This was the amount needed to bring the account the current, however DriveTime has reported on my [redacted] credit report that the account has been charged off when truly the acoount has not been charged off and should be reported in current status.I would like DriveTime to correct the reporting on all three of my credit reports ([redacted], [redacted], and [redacted]) where applicable to ensure the account with them is reported correctly.Regards,[redacted]

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.On Friday February 6th I spoke with a Rep at DriveTime who advised that I would be responsible for recovery fees and the past due balance due on the vehicle.  Never was it mentioned about being responsible for the cost of repairs.  It was also mentioned by the Rep at DriveTime that a hold would be placed on the vehicle to prevent sale at an auction and that a Redemption Letter had  already been mailed to me to disclose the amount needed for payment to recover the vehicle.  This was a recorded call which DriveTime should be able to retrieve.  At this time I advised that the payment would be made on 02-27-15.  The Redemption and Reinstatement letter was postmarked with a date of 02/09/15 so it was truly not already sent out during the time of the conversation on 02/06/15, in addition I didn't receive the letter until 02/17/15.A call was made to [redacted] Auction on 02/23/15 during which time I spoke with their Rep [redacted] who advised that repairs had already been done on the vehicle and that they couldn't give me an exact amount due because they needed to see if any of the fees would be covered by DriveTime and get the release authorization from them.  Based on the timeline of events the [redacted] Auction did unauthorized repairs during the authorized hold period initiated by DriveTime.  Per the Repair Report provided by [redacted] repairs were done on 02-14-15 and the hold was initially until 02-20-15.In addition to this I contacted [redacted] on 03/01/15 to schedule an appointment to pick-up the vehicle and was told that the vehicle was not drivable by their rep [redacted].  [redacted] advised that the MSP sensor was replaced and during the repalcement she believed the tire rod was broken.  [redacted] advised she would speak with the mechanic to see what all had been done to the vehicle and give me a call back.  After two days of not hearing back from [redacted] I called her back at which time she advised that the tire rod was broken and the cost to replace it was $63.00.  She advised that she was going to see when the mechanic could repair/replace the tire rod and give me a call back.  To date [redacted] has not called me back to advise if the tire rod had been replaced and to set up an appointment to pick-up the vehicle.As previously mentioned this has all caused a major inconveinence, stress, and anxiety for me so I am asking to be reimbursed for car rental expenses from 03/01/15 to present given that [redacted] has made no true efforts to schedule a pick-up and during this time DriveTime's Recovery Unit took their time in responding and trying to resolve this matter.  Also the cost of repairs to be covered as they were not explained during the conversation had with the Rep on 02/06/15 as well as they were done during the hold period that was authorized by DriveTime.Thank you,[redacted]

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On January 29, 2015, our customer entered into a Closed End Motor Vehicle Lease when she leased a 2005 Infiniti G35. Included you will find the...

Closed End Motor Vehicle Lease Contract for your reference. On April 24, 2015, DriveTime made an exception to allow our customer to make a double payment of $480.00 on May 8, 2015. Our customer was informed that if the double payment was not made on May 8, 2015 that DriveTime would exercise our contractual right to secure the vehicle for non-payment. As a good-will gesture, DriveTime has waived our customer’s $100.00 deductible for the recent repairs that were completed on her vehicle. 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 readdress our customer’s concerns. We encourage our customer to take the vehicle to a repair facility to be diagnosed. To date, no new claims have been filed through Aeverex to review for further assistance. We encourage our customer to contact our Customer Relations department at ###-###-####, to discuss his concerns. 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 April 3, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2009 Toyota Corolla. Attached you will find the...

Simple Interest Retail Installment Contract for your reference.DriveTime’s finance approval process is subject to several factors: down payment, income level, credit score, etc. We encourage all our customers thoroughly review all aspects of their finance agreement before signing the contract.Our customer’s description of DriveTime’s actions in her correspondence is not within DriveTime’s business practices. Prior to purchasing a vehicle, DriveTime obtains a customer’s credit score as it is reported with Experian, one of the three major credit bureaus. In the document titled, Your Credit Score and the Price You Pay for Credit, under "Checking Your Credit Report," it states:"You have a right to dispute any inaccurate information in your credit report. If you find mistakes on your credit report, contact the consumer reporting agency. It is a good idea to check your credit report to make sure the information it contains is accurate."Included you will find this Credit Report document for your reference.DriveTime offers a 60 Day Contract Rate Buy Down, for all finance customers. This Interest Rate Buy Down allows our customers the option to place extra money down within the first sixty days of purchase. This benefit allows our customers the opportunity to lower their interest rate and adjust their payment amounts or the length of their loan. The details of the Interest Rate Buy Down is included in our customer’s Simple Interest Retail Installment Contract.At the time of sale, our customers agreed to make 64 monthly payments of $340 and 1 final payment of $339.99, with an annual percentage rate of 20.823%. The payment terms were set to begin May 05, 2015 with a maturity date of September 5, 2020.On April 30, 2015, three business days before their upcoming monthly payment, our customer submitted a payment of $2,500 to be applied towards the Interest Rate Buy Down.On May 2, 2015, our customer called DriveTime to ensure that her $2,500 payment would be applied as an Interest Rate Buy Down. We advised our customer that we would need to submit a payment correction which would take 1-3 business days to complete.On May 5, 2015, a payment of $340 became due on our customer’s account. At this time our customer’s Interest Rate Buy Down process had not been completed. We contacted our customer to advise her that she would need to make her payment before we could proceed with the Interest Rate Buy Down.On May 8, 2015, we mailed our customer a letter informing her of the new terms of her contract after the Interest Rate Buy Down had been applied. Included you will find a copy of this letter for your reference.After the Interest Rate Buy Down was applied, our customers new terms reflected 62 monthly payments of $245.52 and 1 final payment of $245.15 with an annual percentage rate of 15.823%. The first payment of her new terms was set for June 5, 2015 with the same initial maturity date of September 5, 2020.On May 29, 2015, our customer contacted DriveTime to inquire about transferring $100 from her $340 payment made May 5th to apply it to her June 5th payment. We informed her that because her Interest Rate Buy Down had not applied prior to her May 5th payment, the payments made to date were accurate, and there was no money available to transfer.On June 4, 2015, our customer contacted DriveTime Customer Service to readdress her question from May 29, 2015. We informed our customer that we would look into the matter further and review the possibility of a payment correction for the $100 difference.On June 8, 2015, DriveTime’s Customer Relations Department called our customer to address her concerns. We reiterated that a payment correction was not possible as her payments made to date were accurate. After reviewing the history of our customer’s concerns, she requested a credit of $100 be applied to her account.On June 9, 2015, DriveTime’s Customer Relations Department attempted to contact our customer to speak with her in regards to her request to credit her account $100. DriveTime has agreed to apply a goodwill credit of $100 to our customer’s account. We encourage our customer to contact DriveTime’s Customer Relations Department at ###-###-#### for any additional questions regarding this matter.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 April 21, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when he leased a 2005 Chrysler Town & Country. Included you...

will find the Closed End Motor Vehicle Lease Contract for your reference. DriveTime offers payment options to accommodate every customer’s situation. For our Closed End Motor Vehicle Lease customers, there is no processing fee if customers chose to set up reoccurring payments using their bank account information.On May 11, 2015, our customer was informed of the $4.50 processing fee that is charged when using the automated system to make a payment. Our customer was informed there would be a one-time courtesy credit of $4.50 applied to his account for any misinformation provided to him at the time of lease.On May 22, 2015, DriveTime reiterated to our customer that there is a $4.50 processing fee that would not be waived if he chose to make payments using the automated system. At this time, DriveTime is unable to accommodate our customer’s request to waive the $4.50 processing fee when he calls to make a payment over the phone or using the automated system. We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s account. 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. DriveTime does not compete on price, nor do we hide it. We encourage our customers to research all aspects of their purchase. Our customer had the opportunity to sign...

and review each of the following documents prior to purchasing:Buyer’s GuideRetail Purchase AgreementDriveTime’s DriveCare Limited WarrantyWhat You Need To Know About Financing A Vehicle With DriveTimeSimple Interest Retail Installment ContractIncluded you will find a copy of the above-referenced documents for your review.DriveTime’s vehicle pricing is subject to several factors. Included in the purchase price of the vehicle are the following benefits:Multi-point inspection3 year/36,000 mile limited warrantyRental reimbursement up to $25.99 per calendar day + applicable tax, on warranty-covered repairsRoadside assistance, up to $75 per incidentGPS device providing anti-theft servicesIn addition, several factors can affect the value of a vehicle over time, including the vehicle’s condition, mileage, age, and history. DriveTime offers a Vehicle Return Program, which gives our customer the ability to return the vehicle to DriveTime and terminate her Simple Interest Retail Installment Contract. To participate in the Vehicle Return Program, our customer must return the vehicle to the dealership within five calendar days. Attached is the Retail Purchase Agreement for your review, which outlines the details of the Vehicle Return Program. On December 18, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2007 Ford Escape. Our customer purchased a 5 year/50,000 miles Vehicle Service Contract, administrated by Aeverex. Attached you will find the Simple Interest Retail Installment and Vehicle Service Contract for your reference.   On January 22, 2015, our customer contacted Aeverex regarding her mechanical concerns. Aeverex informed our customer that the tire light, wipers, and sprouts were not covered under her Vehicle Service Contract. Our customer never took her vehicle into a repair facility to verify these concerns. Once a repair facility files a claim with Aeverex, we can determine if the repairs are covered by the Vehicle Service Contract.On April 14, 2015, our customer contacted DriveTime’s Customer Relations Department regarding her mechanical concerns mentioned on January 22, 2015. Our customer explained her wishes to return the vehicle and receive a refund of her down payment. We advised our customer that a refund of down payment would not be an option. We encouraged our customer to take the vehicle to a repair facility to be diagnosed and file a repair claim with Aeverex. Once a claim is filed with Aeverex, we have the proper information to review for possible assistance. Our customer declined this option and voluntarily returned her vehicle to the dealership later that day, April 14, 2015.On April 16, 2015, DriveTime mailed a Notice of Intent letter to our customer which informed her of her voluntary repossession and the options available to redeem her vehicle. On April 22, 2015, we reached out to our customer to speak with her about her concerns. We offered her the ability to redeem the vehicle. If our customer chose to redeem, and took the vehicle in to a repair facility, we could review any non-covered items for possible assistance. Our customer advised us that in order for her to accept this offer, she would require a lower monthly payment. At this time, we are unable to accommodate our customer’s request. If our customer chooses to redeem her vehicle, DriveTime is offering to cover our customer’s diagnostic fees for her next repair facility visit.  We encourage our customer to contact our Customer Relations Department at ###-###-####. This offer is good until May 8, 2015.     As a goodwill gesture, DriveTime has mailed a $25.00 American Express gift card to our customer.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]DriveTimeCustomer 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 for the business to perform the actions stated to me; and if it does (then and only then), will I consider this complaint resolved.

Best regards,

October 4, 2015 BetterBusiness Bureau[redacted]

[redacted] 

 

 To Whom It MayConcern:  Thank you for bringingthis matter to our attention. We appreciate the...

opportunity to address ourcustomer’s concerns.On May 29, 2013,our customer entered into a Simple Interest Retail Installment Contract withDriveTime when she purchased a 2007 [redacted] Uplander. Our customer also optedto purchase a 5 year/50,000 mile DriveCare Plus Protection Package, administeredby Aeverex. Attached you will find the Simple Interest Retail InstallmentContract and DriveCare Plus Protection Package for your reference.On October 2,2013, an in-network repair facility updated a claim with [redacted] stating thevehicle was in need of a fuse box repair.  Aeverex advised the repair facility that thisrepair is not covered under the DriveCare Plus Protection Package. On September 22,2014, our customer contacted [redacted] stating the vehicle was experiencingcomplications with the transmission. [redacted] suggested an in-network repairfacility nearby to have the vehicle diagnosed. On September 29,2014, an in-network repair facility updated a claim with [redacted] stating thevehicle required a transmission replacement. [redacted] approved for the totalcost of these repairs for $ 2,376.05 under the DriveCare Plus ProtectionPackage.On October 21,2014, our customer contacted [redacted] stating that the vehicle was againexperiencing the same concerns. [redacted] advised her to return the vehicle tothe in-network repair facility to address the concerns. On August 28,2015, an in-network repair facility updated a claim with [redacted] stating therepair of the timing cover gasket and electrical diagnostic work. [redacted] advisedthat the components are not covered under the DriveCare Plus ProtectionPackage. On September 18,2015, an in-network repair facility updated a claim with [redacted] stating thetiming cover gasket, coolant, cross over gasket, body control module, level sensorand reprogramming of the PCM. That same day,DriveTime requested an estimate from [redacted] for these components to bereviewed for exceptions to the DriveCare Plus Protection Package. On September 21,2015, DriveTime contacted our customer and advised we would be willing to makean exception to the DriveCare Plus Protection Package by covering the repairsof the timing cover gasket, coolant housing gasket, cross over gasket andcoolant for a total of $ 1,188.85. Our customer would be responsible for theremainder of the claim to pay for out-of-pocket. We informed our customer toprovide receipts for these expenses and we would be able to provide assistance withthe loan by providing payment deferments. In addition, we encouraged ourcustomer to provide receipts for out-of-pocket expenses due to a rental vehicleto be reviewed for additional assistance. On September 23,2015, our customer contacted DriveTime in regard to the offer previouslypresented. The offer DriveTime had given was not accepted by our customer, sothe approval for exception was not sent to [redacted]. At this time,DriveTime is willing to make an exception to the DriveCare Plus ProtectionPackage by covering all repairs for a total of $ 3,122.50. In return ourcustomer agrees to pay any past due balance on her account and a deductiblethat applies for non-covered repairs not to exceed $200.00.On October 2,2015, we spoke to our customer and advised her of this option. Our customer hasaccepted this offer and considers matters resolved.  We apologize forany confusion or inconvenience this matter may have caused. As a goodwillgesture, DriveTime has applied a $25.00 credit to our customer’s principalbalance. DriveTimethanks the Revdex.com for their ongoing support. Should you haveany questions or concerns, please contact us by calling us [redacted]  Sincerely,  

[redacted]DriveTime

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not complete at this time. The repair facility is not aware that a part has been provided and certainly is not willing to say that repairs will be completed on Monday 11/9/15. 
I am very dissatisfied that it took filing a complaint with the Revdex.com and having a friend (my employer) call and threaten legal action to receive any sort of response. 
I am grateful that DriveTime is finally paying for the rental vehicle directly and I appreciate that my payments have been suspended until my Pontiac is repaired and that the repairs are covered under warranty. However, I am not willing to say this complaint has been resolved to my satisfaction at this time. 

Regards,

October 30, 2015RevDex.comPh.

(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 re-address our

customer’s concerns. On September 2, 2015,

our customer contacted DriveTime to enrolled into autopay to begin drafting on

September 17, 2015.On

September 28, 2015, our customer contacted DriveTime to advise that his payment

due on 9/17, had not draft from his account. Our customer also stated that his

bank verified that they payment could not be located. We advised our customer

that the systems show the payment was successfully drafted. Our customer

requested to reset up his autopay to draft from his savings account. Our

customer’s autopay request was completed and confirmed to draft from his

savings account beginning October 17, 2015.Later

that day, our systems updated that the payment for 9/17 was reversed due to an

undetermined error.On

September 29, 2015, our customer inquired into the reversal of his payment

drafted on 9/17. We advised our customer that there was an autopay error. Due

to this reversed payment, any current autopay enrollments were cancelled.We

apologize for any confusion or inconvenience this matter may have caused.As

a customer service gesture, a credit for $13.50 will be applied towards 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 800-965-8043.Sincerely, Patrick M.DriveTime Customer RelationsTell us why here...

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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: returning half of my down payment, and reporting to the credit bureaus that this debt has been resolved amicably, not charged off.Any damage to the vehicle will not be assessed against me, and Drivetime herein agrees to receive the car with a blown engine, as Ford has already diagnosed.
 I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

February 23, 2016
 
Revdex.com
Ph. (602) 212-2232
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 re-address our customer’s concerns.
 
DriveTime does not compete on price, nor do we hide it. We encourage our customers to research all aspects of their purchase prior to sale. In fact, the majority of people who visit our website review inventory. We believe a large number of our customers review inventory online, including vehicle pricing, before coming to our dealerships. We also post the prices of our vehicles on all of the vehicles at our dealerships. 
 
At the time of sale, our customer had the opportunity to sign and review the following documents:

Simple Interest Retail Installment Contract
Retail Purchase Agreement
What you need to know about financing a vehicle with DriveTime
 
Included you will find copies of the abovementioned documents for your reference.
 
At the time of signing, DriveTime reviews each document with our customers and ensures they understand the information within. By signing these documents, they are asserting that they have read and fully understand the terms enclosed. We encourage our customers to thoroughly review all paperwork before signing the contract. In addition, we record all of our closings, and a centralized group typically reviews in excess of 1,000 closings each month to ensure adherence to our standards, including the disclosure of all terms and interest rate.
 
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New Roman" size="3">February 25, 2016

Revdex.com
Ph. (602) 212-2232
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 May 30, 2013, prior to purchasing a vehicle with DriveTime, our customer filed for Chapter 7 bankruptcy. This bankruptcy was discharged on October 15, 2013.

On February 17, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2008 Chevrolet Malibu.

In October 2014, DriveTime temporarily ceased credit reporting to all three major credit bureau agencies. This cease was due to required system enhancements taking place in the manner DriveTime reports to the credit bureaus. We have completed the necessary updates with Experian, TransUnion, and Equifax, and they have uploaded our customers’ account information for public viewing.

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.

After an extensive review, we determined that there were serious questions about the ability to report bankruptcy accounts accurately. As a result, we were temporarily unable to report accounts with previously filed bankruptcies, in order to ensure no inaccurate reporting occurred. This change was also required to ensure DriveTime was in compliance with the Fair Credit Reporting Act.

At this time, DriveTime has found a resolution to report accurately for accounts that have had a previously discharged bankruptcy. We have reinstated these trade lines with Experian, Equifax, and TransUnion.
Continued... (Full version provided to the Revdex.com)