DriveTime

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

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,

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,

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

September 1, 2016

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Revdex.com
Ph. (602) 212-2232
Fax (602) 263-0997
 
Re: [redacted]
 
To Whom It May Concern:
 
Thank you bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
 
On August 11, 2016, our customer entered into a Simple Interest Retail Installment Contract when he purchased a 2011 Hyundai Sonata from DriveTime. Attached you will find a copy of the Contract for your review. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. 
 
On August 23, 2016, our customer contacted us to advise that the vehicle had been sold to them as a Limited Edition, when it was not. Our representative advised they send in any supporting information they had for our review. That same day, our customer also posted a review on a social media site with the same concern.
 
We received an email from our customer, forwarded from an Original Equipment Manufacturer source, stating that, based on the VIN, this vehicle was not a Limited Edition. Our representative advised that we determine the vehicle’s status based on a third-party reporting system, the Experian AutoCheck Report, which lists the vehicle as a Limited Edition. Attached you will find the AutoCheck Report for your review.
 
Later that day, we contacted our customer to advise that we were willing to let them get a different vehicle, applying their $300.00 down payment and $500.00 trade-in value to the new account. Alternatively, we could refund $800.00 to him, and rescind the contract. Our customer asked our representative if we would lower the price of the vehicle should they decide to stay in it. Our representative advised that we would not. Our representative further advised that the mileage would need to stay within 450 miles of the mileage at the time of sale, and that we would need to know the customer’s decision by the next day.
FULL RESPONSE ATTACHED

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

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

On April 11, 2014, our customer contacted us stating the vehicle is at a repair facility again and they cannot look at the vehicle until Monday. We informed our customer he has driven 35,023 miles in approximately a year and 7 months. We informed our customer we would pay for his diagnostic fee at this repair facility, and pay for a tow to the repair facility he previously had repairs completed.

On April 14, a repair facility contacted us and recommended an engine replacement. The repairs are covered by the limited warranty and our customer is responsible for the $150 co-pay. We setup a rental vehicle reservation for our customer to match the rental reimbursement through the limited warranty of $25.99 a day plus tax.

On April 18, our customer contacted us stating it cost too much for a rental vehicle until the repair are completed. We made an exception and setup up a direct bill rental for our customer until April 30.

On April 30, the repair facility contacted us stating additional repairs are needed. The repair facility recommended repairing and replacing, as follows:

? Alternator

? Spark Plugs

? Water Pump

? Thermostat

All repairs were approved by the limited warranty. As an exception, we extended our customer direct bill rental an additional 6 days until the repairs are completed.

On May 6, we spoke to our customer and came to an amicable resolution. We informed our customer he has until June 11, 2014, to bring the account current. In

return, we would assist our customer in getting into a comparable vehicle with no money down.

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

February 15, 2016

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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 January 15, 2016, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2005 Toyota Camry. Our customer also 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.
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.
Page one of the “Customer Delivery Checklist” under Important Reminder, states:
“Our focus of the multi-point point inspection is primarily the safety and reliability of your vehicle…Please ensure you are comfortable with the condition of the vehicle prior to purchasing.”
Additionally, on page one of the “Customer Delivery Checklist” under Maintenance Items, states:
“…These maintenance items are subject to replacement only upon failure of the component...”
At the time of sale, our customer signed and dated the “Customer Delivery Checklist.” Attached you will the Customer Delivery Checklist for your review.
On that same day, our customer was provided a document titled Retail Purchase Agreement outlining the details of our Vehicle Return Program. On page 1, under Vehicle Return Program, it states:
“You will allow me the ability to return the Vehicle to DriveTime and rescind this Retail Purchase Agreement so long as I return the Vehicle: 1) To the DriveTime dealership where I purchased it within five calendar days…”
Continued… (Full version provided to the Revdex.com)

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,

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customers’ concerns. On September 18, 2014, our customer entered into a Closed End Motor Vehicle Lease with DriveTime, when she leased a 2008 Suzuki. The vehicle included a limited warranty,...

administered by [redacted]. Attached you will find the Closed End Motor Vehicle Lease and the limited warranty agreement for your reference. We have made several unsuccessful attempts to contact our customer to discuss her concerns. On October 22, 2014, 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 encourage our customer to contact our Customer Relations department at ###-###-####, to discuss her concerns. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customers’ 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

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.

1. I did purchase the vehicle 9/2012, that was not in dispute

2. On 10/31/2013 when I contacted Drivetime warranty department in regard to the engine problem with my car I was asked for my zip code. I provided my zip code of [redacted] and I also informed the customer service rep that my car was not located at my residence. At the time that my engine threw a rod I was in Orange Park, FL with zip code [redacted]. I was advised that the repair facility closest, and I was only given one option, was [redacted] located on Blanding Blvd. Drivetime set up towing and I was told that once the repair facility inspected my car they would contact Drivetime then the next steps could be taken from there.

3. I was aware that my warranty was expired and never disputed that. Drivetime offered a repair contract which I accepted and submitted. They then offered a payment deferrment. I accepted this also. Unfortuantely they seemed to have difficulties with receiving faxes, I had to fax the paperwork to them on 11/6/2013, 11/13/2013, and 11/29/2013. Every time I faxed it to them they would call me stating they had not received anything and would proceed to tell me the deferrement would not be honored and my car would be repossessed. I have the fax confirmations for each date I faxed it. After three times being given the run around I refused to further fax anything and demanded an email address to send it to.  Customer service was less than helpful during this process

4. Drivetime had to order two engines for my car, the first one was apparrently bad.

5.  During one of my phone conversations with a warranty customer service rep they stated to me that they would reimburse me for rental car expenses. I was provided with a fax number to submit my receipts to. Later on when I confirmed the fax number I was told that statement was false, that Drivetime only reimburses rental car expenses if under warranty, not repair contracts. The rep was able to look thru the notes and locate the note that was entered where the rep informed me of the rental reimbursement. I was told they would honor it because I had been mis-informed.

6. On 12/9/2013 when I picked up my vehicle from [redacted] I drove it home, approximately 35-40 miles. During that drive my car was not driving normally. I called Drivetime because I was not happy and I had not been happy with the service I had recieved from [redacted]. The issues that I voiced

   * The tire pressure sensor and anti-skid sensor were alerting, advising that something was wrong with the tire pressure and anti-skid sensor. The sensor is locatred in the steering column at the rack and pinion site where the engine attaches.

 * When the car was in a stopped position and the brake was released, the car did not start to coast, it remained in neutral and stayed stationary until the accelerator was depressed.

 * The engine rpms were idling higher than normal, 1500-2000 rpms. The engine was louder than previously.

 * There were parts to my car in my trunk

7. Drivetime's response mentions a few things of error: my headlights worked fine and still do, my car is an automatic transmission (there is no shifter or any possible way to have problems shifting as it is done automatically). I believe the rep from Drivetime misunderstood something in what I said and how they entered it into there notes.

8.  The response also states that on 12/10/2013 Drivetime spoke to [redacted] about my complaints and I would not give them the time to properly diagnose my car. This is interesting because at approx 930am on 12/10/2013 I was involved in an automobile accident causing damage to the front right side of my car, making it undriveable. I never went back to [redacted] to have my car looked at or evaluated because I never made it there due to the accident.

9. After my car was repaired from the car accident and I received it back on 4/1/2014, the engine was still running bad. I contacted Drivetime and asked to take it someplace else. I was told I had to take to to [redacted]. I returned it to [redacted] and they had my car from 4/1/2014-4/8/2014. When I picked it up from them I was advised that the engine did not produce any error codes but they beleived I had a bad heater core and stated it oculd be re[paired for approx $750. I declined. I took my car to a different repair facility and was told my heater core was fine and did not need replaced. They also informed me that a bad heater core will leak coolant into the passenger side of the car and the inside of the car will smell like coolant, my car had nothing leaking nor any smell of coolant. The heater core is fine and not in need of repair or replacement in my car.

My issue with Drivetime is that I have received unsatisfactory customer service throughout this process. Also I was not given any options of other repair facilities nor was I informed that I could use any ASE certified mechanic. I have had multiple out of pocket expenses, for repairs, evaluations, and rental cars. There has been no accountability in this by anyone. I went where Drivetime told me I had to in order to get the repair contract.Drivetime may not control the repairs provided by [redacted] but they picked the place, I didnt.  I was given no options in who repaired my vehicle and i trusted in the warranty department at Drivetime when I was directed to their "approved repair facility".  Also Drivetime misplaced paperwork that I faxed to them multiple times.

Therefore a repair facility that I did not choose or have any say in the choosing performed work on my car that resulted in continued problems with a faulty engine being in my car.  No one has done anything to make this right.

My car is still having problems and I have had to step up myself and contact [redacted] (the supplier of the used engine that Drivetime purchased for my car) and [redacted]'s corporate office, as well as pay out of pocket for someone who is experienced in foreign cars to evaluate and diagnose my care properly. I am incurring high ut of pocket costs and have asked for help and gotten nothing except we are sorry.

I did what I was directed to do, exactly as Drivetime direced me to, I held up my responsibilities as a consumer. Drivetime selected and directed me to this repair facility but they have done nothing to hold the facility accountable nor to assist me, their customer, with the continued problems my car and myself are experiencing due to incompetent mechanical work. This shop does not normally work on foreign cars.

An example of their incompetency.....

[redacted] documented (attached to this message) that they did an oil change to my car when they installed the new engine. It clearly says they used 5 quarts of 5W30 Oil. My car takes 6 1/4 quarts of synthetic 10W30 oil. [redacted] put the wrong oil in my car and the wrong amount of oil.  Also there is no mention of an oil filler cap gasket, this must be changed with each oil change. The oil filter they alledge they put on my car is a standard oil filer, my car takes the long oil filter, not standard. Now the engine that was replaced is failing.

Again, I went to where Drivetime directed me and they should hold some accountability in the problems with the engine, the expenses I have incurred, and the fact that my car is now basically junk.

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.First of all this is the second car I have purchased from Drive Time within the last month. The first car I bought was on March 2, 2015 when I drove the car off the lot I knew something was wrong with the 2008 BMW. I took it straight to a certified BMW Mechanic; the Mechanic notified me that the Cadillac Converter was damaged. The very next day March 3, 2015 I took the car back to Drive Time and I explained to them that I needed my money returned or I needed another car. Drive Time told me that they had a similar car at another location and they would send someone to get it for me. On March 5, 2015 I returned to Drive Time and I received a 2009 528i BMW. A car salesman named [redacted] took me on a test drive in the vehicle. I asked [redacted] did he hear any noises and he acknowledged that it sounded like it could have possibly been the brakes. After I drove off the lot I took the car to a certified Mechanic and true enough it was the brakes and the struts making sounds. I called Drive Time and explained to them that I wanted these issues resolved. I was told that I had a warranty on my car and to call my insurance company. I called my insurance company to explain the situation and the insurance company then sent an investigator out to see what the problem was. Before the investigator left the shop he told the Mechanic that there was nothing wrong with the car. The investigator rode in the car and heard the noises he did not want to acknowledge that there was anything wrong with the car. The investigator said that they were not compensating me with anything and the decision was final. The investigator made that decision without talking to management first. Since then I notice that my hood wouldn’t close tightly I went to an auto-body mechanic and he said that the reason why the hood wouldn’t close completely was because the car had been hit before in an accident. I discussed this additional situation with Drive Time and I was told that the issues I have with this car are my responsibility now. I gave Drive Time $5,000 dollars cash as a down payment and they wont even fix the issues with the car, which is totally not fair and unprofessional. I’m driving a broken down car I want the car fixed of my money back. I bought a $2,800 dollar warranty that is not advantageous to me at all, and not to mention I had just purchased this car one week before all these problems started happening and if the car had been inspected properly by a reputable mechanic and a auto body mechanic they would have known that cheap brakes were put on the car instead of the original BMW brakes which is a safety hazard. I spoke with Drive Time today and they want me to come out of my pocket and pay for the damages and in return they will give me partial deferred payments on my car note. This is not acceptable and I want my money back. This car is a pure lemon and it is not safe. 

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.Ms.[redacted] counselor Mrs. [redacted] told her to build her credit after bankruptcy. Buying a vehicle is the best way to build credit.Why D.T. did not report Ms. [redacted] car payments July 2013-Oct,2014 over a year...No reporting was done? Why Ms. [redacted] was not sent information, about this serious system upgrade? What happened after the upgrade was done? Still no reports to credit Bureaus over a year.I would like to see the technical report results for the work to fix the issue with Drive Times system. How was your system impaired? This is negligent on Drive Times. Because Ms. [redacted] had a credit issue it seems Drive Time just did not seem to care about The Fair Credit Reporting for me. There was plenty of time before your system failed. I have had the vehicle for 2 years, D.T. never reported my payments. Why do I need another vehicle? These are the reasons.The heat never worked. For 2 years my child and I have suffered through some of the worst cold weather we have seen in recent years. My child has a serious health issue, and Ms.[redacted] has a handicap that cold makes it worst. We have blankets all over us to help us get to work and school. The blend door part doesn't work, so no heat. Cost at least $1000.00, warranty does not cover. I asked the dealer several months later when it got cold, he would not help me. Averex the warranty company says the company decides what is covered.How do you sell a car with no heat, and do your multi-point inspection. I need a safe vehicle for my child and I. Power Steering is in and out. To get all the problems fixed cost a lot for my new vehicle. $100.00 dianostic fee. Car door keep locking us out, check with On Star, they let us in. The vehicle was cleaned up and sold to me. Looks great but is the car from [redacted],There is no way DT made sure the car was in peak condition. I want a safe car for my family just like the CEO, and all staff.Repair To rectify my credit report from day 1 to credit bureaus, I mean accurate reporting, and proof that D.T. system was broken and why. Compensation to Ms. [redacted] for the suffering incurred. No human being should have to go through this, with a new car purchase.My child looks up to me as her mother, and she has suffered royally, and another winter is approaching. 25.00 is not a viable solution for the pain we have suffered. This is terrible.Ms[redacted]

Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On August 26, 2014, our customer entered into closed end motor vehicle lease contract when he leased a 2007 Pontiac Grand Prix. Attached you will find the Closed End Motor...

Vehicle Lease contract for your reference.On October 3, 2014, we reached out to our customer to address his concerns. As a goodwill gesture, Drivetime has agreed to pay for the repossession and storage fees accrued. Our customer currently has possession of the 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,DriveTimeCustomer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concernsOn July 1, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2008 Chevrolet HHR. Our customer opted to purchase a 3 year/36,000 mile DriveCare Plus Protection Package. Attached you will find the Simple Interest Retail Installment Contract and DriveCare Plus Protection Package for your reference.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. Page one of the Customer Delivery Checklist under Important Reminder, states:"Our focus of the multi-point inspection is primarily the safety and reliability of your vehicle…Please insure you are comfortable with the condition of the vehicle prior to purchasing."On August 2, 2013, Aeverex became the administrator of our customer’s DriveCare Plus Protection Package.On March 10, 2014, a repair facility filed a repair claim with Aeverex. The repair facility reported repairs needed for a battery, HVAC control assembly, and the blend door. Aeverex approved the HVAC control assembly and the diagnostic fee for a total of $386.11.In October of 2014, DriveTime temporarily ceased and purged all 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.Prior to the time of sale, our customer had a discharged Chapter 13 bankruptcy on her credit report. After a recent extensive review, we determined that there were serious questions about the ability to report bankruptcy accounts accurately. As a result, we were unable to report accounts with previously filed bankruptcies to ensure no inaccurate reporting occurs. The change was also required to ensure DriveTime complies with Fair Credit Reporting Act guidelines.At this time, DriveTime has found a resolution to accurately report accounts that have had a previous discharged bankruptcy. We have recently updated our customer’s credit reporting with all three major credit bureaus. This update should reflect on our customer’s credit reporting within 30-60 days.On July 31, 2015, our customer contacted DriveTime Customer Relations to discuss her concerns. We informed her of the recent update of her credit reporting and encouraged her to take the vehicle to a repair facility to be diagnosed for her mechanical concerns. Once a claim is filed with Aeverex, we can determine if the repairs are covered by the Vehicle Service Contract and review non-covered components for possible assistance.To date, no new repair claim has been filed with Aeverex. Without any new information, DriveTime is unable to accommodate our customer’s request.We have made several unsuccessful attempts to contact our customer to discuss her concerns. On August 10, 2015, 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 encourage our customer to contact our Customer Relations Department at [redacted], to further address her concerns.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.We have attempted to contact our customer and have been unsuccessful. On October 3, 2014, 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 encourage our customer to contact our Customer Relations department at ###-###-####, to discuss her 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,DriveTimeCustomer Relations

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]

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]

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

On February 21, 2014, our customer entered into a retail installment contract when she purchased a 2004 Mazda3. Our customer purchased a 3 year/36,000 mile vehicle...

service contract. Included you will find the retail installment contract and the vehicle service contract for your reference.

On March 1, our customer contacted the vehicle service administrator, Aeverex, regarding an inoperative radio/CD player.

On March 4, our customer contacted Aeverex, regarding a noise concern while turning the vehicle.

On March 21, our customer brought the vehicle to a repair facility.

On March 24, the repair facility recommended a repair for the radio/CD player and struts. As an exception, Aeverex approved the radio/CD player, considering the vehicle arrived at the repair facility on March 21. Aeverex informed the repair facility and our customer the struts are non-covered components.

On March 24, DriveTime offered our customer the opportunity to apply for payment deferments to assist with out of pocket repair expenses. Our customer declined.

We have contacted the repair facility regarding the recommended repair for the struts. We have discovered that issue regarding the struts is a noise concern rather than a failure. We have also contacted our customer to inform them of our decision. At this time, DriveTime is unable to accommodate the customer’s requests concerning repairs. We encourage our customer to submit a paid receipt for repairs to our Customer Relations Department for possible payment deferments.

As a goodwill gesture, DriveTime has applied a $25.00 principal only 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 [redacted].

Sincerely,

DriveTime Customer Relations

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our potential customer’s concerns. On March 22, 2014, our potential customer entered into a layaway agreement with DriveTime allowing her to accumulate a $250.00 down...

payment to place a hold on a vehicle. If the layaway payment is made with a credit card, we require our customers to return to the dealership to have the payment refunded electronically. On April 23, our customer contacted DriveTime and we are currently working with our customer towards an amicable resolution regarding her refund. 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