DriveTime

I have reviewed the response to my letter. A Drive Time rep named [redacted] is in contact with me and stated they will take care of any issues that are not covered by the warranty. I appreciate their assistance in this matter and I appreciate the assistance of the Revdex.com. 

Regards,

July 9, 2014

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 April 25, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2008 [redacted]. Our customer elected to purchase a 5 year/ 50,000 mile service contract, administered by [redacted]. Included you will find the Simple Interest Retail Installment Contract and the Service Contract agreement for your reference.

On July 1, 2014, we reached out to our customer to address his concerns. Our customer has agreed to take his vehicle into a repair facility for diagnosis. Once we have an update from the repair facility we will review for possible assistance.

At this time, we are working with our customer to reach an amicable resolution.

As a goodwill gesture, DriveTime has applied a $25 credit to our customer’s principal balance.

DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted].

Sincerely,

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,[redacted]

September 3, 2014

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 August 28, 2010, our customer entered into a simple interest retail installment contract when she purchased a 2004 Chevrolet Malibu. Included you will find the simple interest retail installment contract for your reference.

On September 2, 2014, we contacted our customer and came to an amicable resolution. We will be assisting our customer with a one-payment deferment to bring the account current.

We have removed our customer’s place of employment phone number from our system.

As a goodwill gesture, DriveTime has credited our customer’s principal balance $25.00.

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,

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.

I have additional documents showing proof that the repair shop gave the wrong mileage on the original request in July. I was told by [redacted] the supervisor to fax her the corrected mileage & I would be refunded the $250. After I sent her the fax it was delayed being delivered to her by another supervisor [redacted] for approximately 10 days. During that time I feel that [redacted] went into the account & modified the records to no longer show the original error. In my opinion Drivetime is trying to falsify records to avoid being responsible for selling me a car with a falty part. Is there a fax number that I could send the documents for your review? I don't have a scanner at this time. Thank you 

Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On February 8, 2012, our customer entered into a Simple Interest Retail Installment Contract when he purchased a 2009 Dodge Caliber. Included you will find the Simple...

Interest Retail Installment Contract for your reference. On October 9, 2014, we informed our customer we are accurately reporting as paid in full, to the three major credit-reporting agencies. Our customer stated he would contact the three major credit-reporting agencies for an updated credit report. As a goodwill gesture, DriveTime has mailed our customer a $25[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

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. However I still feel that Drive Time should be more flexible and understanding to customers who are doing all that is asked of them to honor any and all agreements but have difficulties in doing so.

Regards,[redacted]

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

On July 16, 2014, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2007 Honda Accord. Our customer purchased a 3 year/36,000...

mile vehicle service contract, administered by [redacted]. Included you will find the Simple Interest Retail Installment Contract and the vehicle service contract for your reference.

On September 23, 2014, our customer confirmed she received her metal plates. We have asked our customer to submit paid receipts for any out of pocket repairs. Once we receive her receipts, we will review for possible assistance. To this date, our customer has not contacted [redacted], the warranty administrator to discuss her repair concerns.

As a goodwill gesture, DriveTime has credited our customer’s principal balance $25.00.

DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted]- [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 October 23, 2014, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2006 Chevrolet Equinox. Our customer also...

opted to purchase the 3 year/36 month Limited Warranty administered by Aeverex. Included you will find the Simple Interest Retail Installment Contract and Limited Warranty for your reference. On November 22, 2014, a repair facility called into Aeverex to approve paying for the diagnostic fee within the first 30/1,500 mile warranty. However, our customer was responsible for the diagnostic fee due to vehicle being driven 1,645 miles. The repair facility did not call back with details of the claim.
On December 4, 2014, our customer contacted DriveTime regarding the overheating issues with her vehicle and the fees associated with getting the vehicle diagnosed. We advised our customer we would research into what options we can provide to assist her.
On December 9, 2014, our customer contacted DriveTime and received a waiver of the diagnostic fee as an exception. In addition, to assist with the out of pocket costs of repairs, we also processed a payment deferment.
On December 12, 2014, our customer contacted DriveTime and was advised of the steps needed to address the reoccurring overheating issues she was experiencing. We advised that the vehicle needed to go back to the repair facility before we could address the issue. We advised our customer of the rental reimbursement process as well as what DriveTime looks for when we consider taking a customer out of a vehicle.
On December 13, 2014, the repair facility called in a claim for a head gasket replacement to correct the overheating issue. Aeverex approved the needed repair components associated as well as approved five days of reimbursement for a rental vehicle.
On December 30, 2014, our customer contacted DriveTime in regards to the length of time it is taking to fix the vehicle. Due to the repeated overheating issues, DriveTime made the exception to provide four days of direct bill rental. Our customer stated she was upset that she paid over $200 more than what Aeverex will reimburse her for. We advised our customer to send in her rental receipts and we can review for a possible reimbursement credit.
On January 6, 2015, our customer called into Aeverex stating that she was experiencing overheating issues once again and has taken the vehicle back to the repair facility.
On January 9, 2015, our customer contacted DriveTime requesting rental assistance. A two-day direct bill rental was granted as an exception. A repair claim was called into Aeverex during this time and was fully approved.
On January 12, 2015, our customer contacted DriveTime and advised that the repair is now complete and she was going to pick up the vehicle but was hesitant. We advised our customer that if she runs into any other overheating issues to contact us directly and we would look into other options for her.
On January 16, 2014, we reached out to our customer to address her [redacted] complaint and discussed the repair history with an authorized third party. We also advised that the credit of $213.49 for the excess rental reimbursement has posted to the account. We confirmed that our customer is in possession of the vehicle and is currently not having any mechanical issues. However, if any mechanical issues arise in the upcoming months, please reach out to us to review other options.
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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On July 3, 2014, our customers entered into a Cancel Anytime Lease Contract with DriveTime when they leased a 2007 Dodge Caliber. Attached you will find the...

Cancel Anytime Lease Contract for your reference. On December 2, 2014, our auto-pay system attempted to draft a payment and was returned due to insufficient funds on December 4. The auto-pay was then cancelled due to the insufficient funds.
On December 22, 2014, the vehicle was tagged for repossession due to the account being 20 days past due. There are no grace period for lease payments.
On January 3, 2015, and January 13, 2015, DriveTime attempted to reach out to our customers but the home phone number on file was disconnected.
On February 5, 2015, and February 10, 2015, DriveTime attempted to reach out to our customers but the home phone number on file was still not in service.
On February 10, 2015, the vehicle was repossessed due to the account being 70 days past due, totaling $1,332.21. Our customers called into DriveTime using a different phone number than what we had on file to inquire about the status of the vehicle. We advised that they had 48 hours to redeem the vehicle by paying the past due amount and the $240.00 in repossession fees. We also advised that there could be additional fees up to $125 from the repossession agency.
On February 17, 2015, the lease was terminated in the system; therefore, redeeming the vehicle was no longer an option.
On February 19, 2015, we reached out to our customers and advised that returning the vehicle back to them is no longer an option. We also advised that DriveTime attempted to
contact them about the past due payments and expressed the importance of keeping their contact information updated. She advised that she had called in November 2014 to update her information. However, we only have notations that she called in August 2014 and February 2015. We advised it is our customers’ responsibility to make sure their payments are being withdrawn or paid. Our customer stated that she does not want anything from us and will continue to take this situation up with her attorney.
At this time, we are unable to accommodate our customers’ request and come to an amicable resolution. However, as a goodwill gesture, DriveTime is sending our customers a $25 gift card to their address on file.
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

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 May 25, 2010, our customer entered into a Simple Interest Retail Installment Contract with...

DriveTime when he purchased a 2003 Oldsmobile Alero. Attached you will find the Simple Interest Retail Installment Contract for your reference. 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 regarding the manner in which DriveTime reports to the credit bureaus. We have completed the necessary updates with [redacted] and Equifax, and they have uploaded our customers’ account information for public viewing. At this time, TransUnion has not been responsive to our efforts and requests for them to reinstate reporting for our customers. We have been attempting to work with them to initiate reporting since early April 2015, and will continue to diligently pursue having them report. At DriveTime, we strive to ensure that all of our credit reporting is up to date and accurate.  After a recent in-depth review, we determined that there were questions surrounding the accuracy of our credit reporting for paid loans. For this reason, we were temporarily unable to report accounts that were paid prior to October 1, 2014. We investigated this matter further and found that we were unable to resubmit these loans to the credit bureaus, as they would appear as new trade lines and would be detrimental to our customers’ credit. DriveTime recently received an update from Equifax regarding this matter. Equifax is now able to reinstate our customers’ loans that were paid prior to October 2014 without opening new trade lines. [redacted] is still unable to reinstate these loans, as it would require new trade lines to be opened.At this time, we have requested to reinstate the reporting of our customer’s account with Equifax. Completed updates should reflect on our customer’s credit report within 30-60 days. We have attempted to contact our customer and advise her of the above information, but have been unable to reach her thus far. We will continue to attempt to contact her and address her concerns. We encourage our customer to contact DriveTime’s Customer Relations department at ###-###-####.We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, DriveTime has mailed a $25.00 [redacted] gift card to the address that we have on file for our customer.DriveTime thanks the Revdex.com for their continued support. If you have any questions, please contact 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. The actions described in our customer’s correspondence are clearly not in keeping with DriveTime's set standards of service and support. DriveTime strives to make each customer’s experience both rewarding and pleasant, while ensuring that every customer is treated with the utmost respect. On June 6, 2015, our customer’s second bi-weekly payment of $222.63 came due. When our customers’ accounts fall past due, we make regular attempts to contact them and make payment arrangements. After our customer’s account fell past due, we made daily efforts to reach him and cure the account delinquency, but many of our calls went unanswered. During the first months of the loan, it is very important to build payment history, and it is crucial our customers make payments on time. Should our customers’ accounts fall past due in this period, their vehicles are contractually eligible for recovery. On June 16, 2015, at 10 days past due, DriveTime contacted our customer about his account delinquency. Our customer advised that he would call back that day regarding the past due payment, but no further calls were received from him. On June 18, 2015, at 12 days past due, DriveTime exercised their contractual right to secure the vehicle and assigned the vehicle to be recovered. Please refer to the section in the Simple Interest Retail Installment Contract labeled "Default": "You will be in default if any one of the following occurs… 1. You fail to make any payment due under this Contract, including any down payment, in full when such payment is due." On June 19, 2015, at 13 days past due, the vehicle was recovered. Our customer contacted DriveTime with concerns that the vehicle had been recovered despite arrangements he had made with the dealership where he purchased to have a payment credited to his account, due to his previous registration issues. We advised we would research the matter and follow up with our customer, but he advised he just wished to pay the $325.00 in repossession fees, as well as his past due balance, and reclaim the vehicle. On June 22, 2015, our customer reinstated his loan and we released the vehicle to him. We contacted our customer and advised him to reach out to the dealership where he purchased to find out about retrieving the vehicle. Approximately 20 minutes later, we contacted our customer again and advised him that the vehicle was actually at a different dealership, then provided him with the information for that location. We once again encouraged our customer to contact this dealership before going to recover the vehicle, in order to ensure it was ready for pick-up. Without any new information, we are still unable to accommodate our customer’s request to be reimbursed $1,800.00 for gas, the time he missed at work, and his repossession fees. If our customer sends in the ticket he received for having expired tags and the receipt showing it has been paid, we will review options for reimbursement. DriveTime thanks the Revdex.com for their continued support. If you have any questions, please contact 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. Our customer did not miss one specific payment between the months of August 2014 and December 2014. Our customer accrued a delinquent amount totaling $179.74 and a $5.00 late fee on her account when she contacted DriveTime in January of 2015. Between the months of January 2015 through the last payment that has become past due on July 4, our customer has had a total of 14 payments come due for a total of $2,853.48. Our customer has paid a total of $2,354.18 during this time, leaving a delinquent balance of $499.30. Attached is a transaction history for your reference. At this time, DriveTime has reviewed our customer’s account in full and has no new information for our customer. DriveTime is still willing to offer our customer a three (3) payment deferment on her account, to assist with her past due balance. If our customer would like to accept, she will need to contact the Customer Relations Department at ###-###-####, to proceed. 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

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,

September 18, 2015 BetterBusiness BureauPh.[redacted]

[redacted]   Re:[redacted]

 To Whom ItMay Concern:  Thank you for bringingthis matter to our...

attention. We appreciate the opportunity to address ourcustomer’s concerns.On March 17, 2012,our customer entered into a Simple Interest Retail Installment Contract withDriveTime when he purchased a 2005 Dodge Ram. At the time of sale, our customeragreed to make 125 bi-weekly payments of $206.12 and one final payment of$203.88, beginning on April 14, 2012. Attached you will find the Simple InterestRetail Installment Contract for your reference.On October 1,2012, our customer contacted DriveTime and advised he wished to have additionalfunds paid beyond his regular payment applied to his principal balance. Weadvised our customer that as he was enrolled on our automatic paymentwithdrawal service (Auto Pay), he would need to contact us after each paymentto have the remainder applied to the principal balance. If he did not contactus, the excess payment amount would be applied to his next scheduled payment. During the life ofthe loan, our customer would periodically contact DriveTime to have the excesspayment amount applied toward his principal balance. When these requests werereceived, DriveTime would grant our customer’s request and apply the excesspayment amount to our customer’s principal balance. On August 20,2015, our customer contacted DriveTime in regard to the current payoff amounton his loan. We advised our customer that his current payoff amount of $233.02would be valid through August 30, 2015. At that time, our customer canceled hisAuto Pay enrollment. We have not since received any payment toward ourcustomer’s account.Due to our customer’s numberbeing on our “Do Not Call” list, we havebeen unable to contact him via telephone to address his concerns. On September14, 2015, we sent a letter via FedEx to his address on file. The purpose ofthis letter is to inform our customer of desire to speak with him. We encouragehim to contact our Customer Relations department at [redacted] We apologize forany confusion or inconvenience this matter may have caused. As a goodwillgesture, DriveTime has applied a credit of $236.27 toward our customer’sprincipal balance, paying off his loan. Our customer’s loan is now reflectingas having been paid in full. A title with our customer’s name as the lienholderwill be mailed to his address on file.DriveTimethanks the Revdex.com for their ongoing support. Should you haveany questions or concerns, please contact us by calling us at [redacted]  Sincerely,  [redacted]DriveTime CustomerRelations

September 24, 2015
 

[redacted]...

[redacted] 

 

 
To Whom It May Concern:
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our potential customer’s concerns.
 
 On July 8, 2015, our potential customer entered into a layaway agreement with DriveTime allowing him to place a $100 deposit towards a vehicle. Our potential customer did not have the correct paperwork to complete his purchase at the time; he arranged to return to the dealership at a later date.
 
On June 18, 2015, DriveTime attempted to contact our potential customer to follow up with him in regards to his layaway. One of our potential customer’s family members informed us the customer has experienced a medical emergency.
 
On June 24, 2015, DriveTime left a voicemail for our potential customer informing him the Layaway agreement timeframe had expired. We advised him on the voice mail a refund check would be waiting for him at the dealership.
 
From June 29, 2015, through August 10, 2015, we attempted to contact our customer multiple time to advise him of his pending refund.
 
On September 17, 2015, we contacted our potential customer to address his concerns. We advised him his refund check had been waiting for him at the dealership. We offered our potential customer the option to ether retrieve the check personally, or we could have the check mailed to his current address. Our customer advised he would return to the dealership and retrieve the check himself. Our customer was pleased with the resolution and advised he considered this matter resolved.
 
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

[redacted]  [redacted]

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

Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity to address the third party concerns. On December 19, 2013, we received a credit dispute. We have confirmed we are accurately reporting as a voluntary repossession. On January 8, 2014, we receive an...

additional credit dispute. We have confirmed we are accurately reporting as a voluntary repossession. In order to complete our research on this account, we request the following information: - Copy of credit report including our entry and previous addresses. - Copy of social security card. - Clear and legible copy of a Driver’s license or Identity Card. - Customer’s signature. - Any other pertinent information. We encourage the third party to contact us at ###-###-####, to discuss his concerns. 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 November 19, 2013, our customer entered into a retail installment contract when she purchased a 2010 Dodge Avenger. The vehicle came with a 3 year/36,000 mile limited...

warranty administered by Aeverex. Included is a copy of the limited warranty agreement and the retail installment contract.At the time of sale, DriveTime provides our customers with a vehicle history report, called the[redacted]. The[redacted] 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 [redacted]. Additionally, our customer was provided a Customer Delivery Checklist. The Customer Delivery Checklist is provided to our customers to ensure they are comfortable with the condition of the vehicle prior to purchasing. Included you will find a copy of an Experian [redacted] which displays zero reported accidents. Additionally we have included the Customer Delivery checklist for your reference.On January 9, 2014, our customer contacted us stating her bumper had fallen off. We advised our customer the bumper is not a covered component under the limited warranty agreement. However, she was referred to a repair facility for a diagnosis.On January 13, our repair facility contacted us stating the bumper was loose due to impact damage. The repairs were denied as impact damage is not covered under the limited warranty agreement.On January 24, 2014, we contacted our customer and offered a settlement to waive her deficiency balance, delete the trade line from all major credit bureau agencies, and refund all payments made to the account. Our customer declined our offer.On January 30, we contacted our customer and came to an amicable resolution. We have agreed to offer payment deferments upon proof of completed repairs.As a good will gesture, DriveTime has applied a $25 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, [redacted]Customer Relations Specialist

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.As anticipated they did not do as promised. I feel it was all a ok to sweep this under the rug.. this ischat happened after filling my intial cmplaint. I was contacted by drive time customer service and told to take it to the toyota dealer,they would pay to have it repaired and cover diagnoses.. I was told by an [redacted] he said to take it to the dealer and have them call and it would be taken care off... so I took it to scion toyota at [redacted]. I tried calling alhobdo for two days no answer.. someone fron drive time called the dealer which the dealer.. so I called the dealer he said I needed a transmission and I owed $45 so I was shoked drive time didnt pay for it as promised so I called drive tine since [redacted] was busy I talked with someone else who said I now needed couple more places at least 2 more. Not only have they failed to reimburse me for the last diagnostic fee so im now out 100 for nothing and they want me to speend another 100.. not to. Mention no car equals no car.. point being from day one I have lied to so please direct me to low cost legal services to get my lost money and van I was lied and tricked into trading in?Regards,[redacted]