DriveTime

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

Dear Ms. [redacted],Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customers’ concerns. On July 10, 2013, our customers entered into a retail installment contract when they purchased a 2008 Chevrolet Aveo with 67,410 miles. The vehicle came with a 3 year/36,000 mile limited warranty administered by Aeverex. The retail installment contract and the limited warranty agreement have been included for your reference.All DriveTime vehicles are thoroughly inspected prior to sale at our inspection centers. At the time of sale, DriveTime provides our customers with an Experian AutoCheck Vehicle History Report. The Experian 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. These items will be noted in the Vehicle Information section on the Experian AutoCheck Report. Our customer signed and acknowledged the vehicle had not been in any accidents prior to purchase. I have included the document for your review. Additionally, our customers signed the “What you need to know about financing a vehicle with DriveTime” agreement. Page two, section “Title History Report” states, “You have received and reviewed your title history report. The Experian AutoCheck report is created by a private company not affiliated with DriveTime. AutoCheck gets information from government and private businesses. We give this report to you as a courtesy. Use or damage information about the vehicle not listed on the report given to you may appear on reports created by other private businesses (for example, Carfax) or on AutoCheck report obtained after you purchased the vehicle. You should research the vehicle thoroughly before purchasing and fill out the AutoCheck Buyback Protection Registration Form after purchasing.” I have included the document for your review. Our customers reviewed and signed the limited warranty agreement at the time of sale. The limited warranty agreement specifically lists what items are covered, it also list excluded components.In July and August, our customer contacted Aeverex, regarding repair issues with the vehicle. A claim from a repair facility for these issues was never filed.On September 13 and October 15, our customers contacted us stating they paid for repairs on the vehicle, which was the reason for their account becoming past due. We advised our customers to submit repair receipts for possible assistance on their account. On October 22, the vehicle was placed for repossession, the account was 59 days past due. Later that day, we received a copy of our customers repair receipts.On October 30, we contacted our customers and informed them in order to eligible for payment deferments one payment would be need to be made. This payment was required due to an insufficient payment made on August 24. Our customers informed us they would make a payment on November 1. We accepted the arrangement and informed our customers the vehicle was out for recovery due to the loan being 67 days past due. On November 22, the vehicle was located and recovered at 90 days past due. On November 23, our customers contacted us stating they sent us the repair receipts and they have honored the contract. Our customers requested we reimburse them for the total cost of repairs. We informed them they have not kept their contractual obligations, and are in default of their loan. We also advised them they did not satisfy the arrangements made on October 30, to qualify for payment deferments. We informed them they have the option to redeem the vehicle and reinstate the loan.On January 3, we spoke with our customers regarding the repairs and recovery of the vehicle. During the conversation, the phone was disconnected. At this time, we are unable to accommodate our customers request for reimbursement of money spent on repairs or lost wages. We advise our customers to submit repair receipts for review.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,DriveTimeCustomer Relations

Dear Ms. [redacted],
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On November 15, 2013, our customer entered into a retail installment contract when she purchased a 2006 Jeep Commander. At the...

time of sale, our customer purchased a 3 year/36,000 mile limited warranty administered by Aeverex. I have included the retail installment contract and the limited warranty agreement for your reference.On April 15, 2014, we contacted our customer and reached an amicable resolution.  DriveTime has offered our customer the following settlement:  DriveTime agrees to: ·        Waive deficiency balance of $17,828.82·        Delete trade lines from all three (3) major Credit Bureau reporting agenciesIn exchange, our customer agrees to: ·        Release possession of vehicle to DriveTimeOur customer has agreed to the terms of our settlement offer.As a goodwill gesture, DriveTime has sent our customer 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,[redacted].DriveTimeCustomer 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

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

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,

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

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

On March 23, 2013, our customer entered into a simple interest retail installment contract when he purchased a 2007 VOLVO S40 FWD. The vehicle came with a 36 month/36,000...

mile DriveCare Limited Warranty, administered by Aeverex. The retail installment and warranty are attached for your reference.

On July 15, 2013, a claim was filed for the radiator fan and coolant. The claim was fully approved under the limited warranty.

On December 2, 2013, a claim was filed for the coil pack. The claim was denied under the limited warranty. The coil pack is a non-covered component under the limited warranty. Between March 23, 2013 and December 2013, our customer drove 42,576 miles.

On March 13, 2014, our customer sent an email to DriveTime expressing his concerns with repairs needed on his vehicle. Our customer was advised to send receipts for any out of pocket expenses, to be reviewed for possible payment assistance. Our customer advised us he was unsure if he wanted to stay in the vehicle due to the repairs.

On April 25 and 28, 2014, we attempted to contact our customer to discuss his Revdex.com complaint. We have been unable to get in touch with our customer.

At this time, we are unable to accommodate our customer’s request for a refund or delete the trade lines. We encourage our customer to contact us at ###-###-####, to discuss his account.

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 ###-###-####.

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 February 17, 2014, our customer entered into a Closed End Motor Vehicle Lease Contract when she leased a 2006 Mazda 3. Our customer agreed...

to make 64 bi-weekly payments of $192.98 beginning on March 08, 2014. Included you will find the Closed End Motor Vehicle Lease Contract for your reference

On July 14, 2014, DriveTime attempted to contact our customer due to her account becoming two (2) days past due.

On July 17, 2014, DriveTime activated a buzzer within the vehicle as a courtesy to alert our customer of the past due balance. The buzzer is a device that activates upon ignition, which emits a noise to alert our customers when they are in default of the lease agreement.

On July 18, 2014, DriveTime recovered the vehicle due to non-payment. At the time of repossession, DriveTime was unable to verify proof of insurance for the vehicle. Therefore, we were unable to immediately release the vehicle back into our customer’s possession.

On July 21, 2014, DriveTime contacted our customer and credited her account $68.00 as a good will gesture for the overdraft fees she had incurred. Our customer completed payment of the past due balance and provided DriveTime with current insurance information. Later that day, DriveTime sent release paperwork to the third party repossession agency and contacted them in an effort to waive any storage fees our customer may have acquired.

As a goodwill gesture, DriveTime has credited our customer’s account $25.

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 22, 2014, our customer entered into a Closed End Motor Vehicle Lease with DriveTime, when she leased a 2008 Pontiac Torrent. Included you will find the Closed...

End Motor Vehicle Lease for your reference.

On July 1, 2014, we contacted our customer and came to an amicable resolution. DriveTime paid the recovery fees in the amount of $300.00 and our customer paid the past due in the amount of $340.16 to redeem the vehicle. DriveTime sent the vehicle release to the recovery agency the same day permitting our customer to pick up the vehicle.

At this time, we have accommodated our customer’s request. We have attempted to contact our customer to discuss the situation further, but have not been able to reach her. DriveTime has sent a certified letter containing the information included in this response.

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,

DriveTime

Customer Relations

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

On April 24, 2014, our customer entered into a Cancel Anytime Lease with DriveTime, when she leased a 2005 Chevrolet Equinox. Included you will...

find the Cancel Anytime Lease for your reference.

On May 7, 2014, our customer contacted [redacted] regarding the vehicle shaking when it is idle and brake noise.

On May 8, 2014, our customer had the vehicle’s brakes serviced.

On August 21, 2014, we spoke with both the customer and repair shop and they are waiting on tires to get in to replace them and perform transmission work.

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 [redacted].

Sincerely,

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

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 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

[redacted] Revdex.com Ph. [redacted] Fax [redacted] Re: Complaint # [redacted] Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On...

October 2, 2012, our customer entered into a Simple Interest Retail Installment Contract with [redacted] when he purchased a 2006 [redacted] 300 for a total sale price of $15,537.86. The "Simple Interest Retail Installment Contract" and "What You Need to Know about Financing a Vehicle with [redacted]" were given to our customer at the time of sale to explain the finance charge and simple interest and are attached for your review. On page one of "What You Need to Know about Financing a Vehicle with [redacted]", simple interest is explained as follows: "Your contract is a ‘simple interest’ contract. That means a "finance charge" (interest) is charged each day on the amount you financed with us. When you make a payment, your payment pays interest and then it pays/reduces the amount financed. If you pay late, your contract continues to accrue interest. When you make your payment late, more of your payment has to go to pay the extra interest. This means less of your payment goes to pay/reduce the amount financed and it can take longer to pay off your contract with us. We strongly encourage you to make your payments on time." [redacted]’s  customers are given a copy of their Retail Installment Contract after purchasing a vehicle. On the first page of the contract, as required by the [redacted], "boxes" highlight and itemize the annual percentage rate, finance charge, amount financed, total of payments, total sale price and a payment schedule. The payment schedule states our customers agreed to make 68 monthly payments of $420.76 beginning November 6, 2012, and 1 final payment of $419.30. On October 15, 2014, [redacted] exercised their contractual right to secure the vehicle, since the account was 131 days past due. 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" A customer would retrieve any personal belongings in the vehicle at the time of recovery from the recovery agency. Typically, a customer would have 30 days to claim personal belongings, and a fee may be required from the agency to obtain them. On October 21, 2014, our customer’s account charged off at 137 days past due which would be the last day interest was accumulated. On December 24, 2014, we spoke to our customer and provided him with the following payoff: Principal Balance: $10,093.15 Interest: $1,141.81 Current Late Fees: $15.00 . Total: $11,249.96 We explained to our customer that the interest owed is the interest that was accumulated prior to the account charging off. We explained simple interest and how paying late would affect the amount of interest that accumulated. Attached you will find an in-depth example from the My[redacted] FAQ section explaining simple interest calculation and how the timing of payments affects the balance. At this time, we are unable to accommodate our customer’s request to remove the loan from his credit reporting. Per our customer’s request, we have attached a copy of his transaction history. We have offered our customer the opportunity to settle the remaining balance; however, our customer advised he was seeking legal counsel. As a goodwill gesture, [redacted] has mailed our customer a $25.00 [redacted] gift card. [redacted] 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 customers’ concerns.
On April 2, 2014, our customers entered into a Cancel Anytime Lease Contract when they leased a 2004 Jeep Grand Cherokee. Included you will find the Cancel...

Anytime Lease contract for your reference. We have tried to reach out to our customer multiple times and have been unsuccessful. At this time, we are unable to assist with the cost of repairs.
However, we are able to offer the following option to our customer:
? Our customer pay $215.39 in over mileage fees.
In exchange, DriveTime agrees to:
? Exchange our customers into a different lease vehicle free of exchange fees. The vehicle would be in the same lease group to be able to transfer over their down payment.
Our customer also wanted a new lease to start where the previous lease would end. However, that is not an option in our system and the payments would stay with the vehicle for usage.
If our customers would like to take the above offer, we encourage them to contact us at the number below.
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

Dear Ms. [redacted],Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On January 31, 2015, our customer entered into a Cancel Anytime Lease Contract with DriveTime when she leased a 2005 Ford Freestar. The lease also...

came with a Life of Lease Warranty. Attached you will find the Cancel Anytime Lease Contract and Life of Lease Warranty for your reference.On February 6, 2015, our customer called in regards to not having a vehicle while her vehicle was in the repair facility. Lease contracts do not come with any type of rental assistance; however, as a one-time exception, we offered rental reimbursement of up to $25.99 per day during the time the vehicle was in the repair facility.On February 7, 2015, our customer called in regarding the rental reimbursement. She advised that she could not afford to pay for the rental up front. We advised that we could assist her by providing a per diem account credit of $72.73 for the five days the vehicle was in the repair facility. We also credited the account $75.00 for the tow our customer paid for out of pocket.On February 20, 2015, our customer informed us that the vehicle was not starting and had to go back to the repair facility.On February 23, 2015, our customer informed us that the vehicle was still in the repair facility and a diagnostic was being conducted. We advised that once the diagnosis was called into Aeverex, we would review for possible assistance. We advised that a per diem account credit could be offered.On February 26, 2015, our customer called in regarding the additional per diem credit. However, the repair facility was still waiting on the radio part to arrive. Our customer resumed possession of the vehicle until the part arrived. We decided to wait until all of the repairs were completed before submitting for the last credit.At this time, the per diem credits are the only assistance we have available to our customer. Once the remaining repair is completed on the vehicle, we will submit for the final credit to the 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,DriveTimeCustomer Relations

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On September 27, 2014, our customer entered into a Closed End Motor Vehicle Lease Contract when she leased a 2006 Ford Taurus. Included you will...

find the Closed End Motor Vehicle Lease Contract for your reference. On November 18, 2014, our customer’s vehicle was recovered and her lease contract was terminated due to non-payment. Our Closed End Motor Vehicle Lease customers are not responsible for paying any title or registration fees at the time of leasing the vehicle. Please refer to page 2 of the "Closed End Motor Vehicle Lease Contract" under section 4 "Itemization of Gross Capitalized Cost." We have made several unsuccessful attempts to contact our customer to discuss her concerns. On March 11, 2015, we sent a letter via certified mail to our customer’s address. 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 mailed a $25.00 American Express 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

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On April 14, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2012 Toyota Yaris....

Attached you will find the Simple Interest Retail Installment Contract for your reference. On November 6, 2014, our customer requested that a full cease and desist be placed on his account, allowing for only letters and emails to be sent to our customer. On March 6, 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 to contact our Customer Relations Department at ###-###-#### to discuss his concerns. We have attempted to check our customer’s information under the Service Members Civil Relief Act website and have been unable to locate active duty status information. At this time, we are unable to accommodate our customer’s request to terminate his contract under the Servicemembers Civil Relief Act (SCRA). We ask that if our customer has documentation stating otherwise to please send this in for further review. As a goodwill gesture, DriveTime has mailed a $25.00 American Express gift card to our customer’s address on file. 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 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,