DriveTime

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I am not satisfied as I was not told of any credit to my account.  I lost out on a $500.00 dollar bonus through my work cause I had to come to work late due to the sunroof break OPEN.  ** refers to me in the complaint as a male and not a female which is insulting.  I have not received any of the money from the previous repair to-date.  They are slowly working on the repair.  Right now my car is at Toyota getting an estimate on what the remainder of the repair will cost. This is costing me time, money, sleep, and a lot of stress.  I am not happy at all with the way Drive Time Corporate provides it customer service.  If someone tells you they are going to call you back on a Mon. or Tues. and you have to call them back on Thursday to find out the person you were dealing with was sick and apparently no one could of called me to let me know he was sick.  All together they have cost me $1,191.51.  This is the $691.51 for the partial repair and $500.00 dollar bonus which I am no longer eligible for so $25.00 doesn't even come close to it.  Plus I  believe the remainder of the repair is going to cost close to $1000.00 if not more... So Please tell me where the $25.00 dollars would be acceptable to anyone. 

Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On February 12, 2013, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2005 Chevrolet Equinox. Our customer was given two...

separate documents, explaining the finance charges and simple interest. The Simple Interest Retail Installment Contract and the What You Need to Know About Financing a Vehicle with DriveTime, have been attached for your review. On page one of the "What you need to know about financing a vehicle with DriveTime" document, under the section "Simple Interest" is as follows: "Your contract is a ‘simple interest’ contract. That means 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/reduce the amount financed. If you pay late, your contract continues to charge interest. So, when you make your payment late more of your payment has to go to pay the extra interest. This 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!" On June 5, 2014, we contacted our customer and came to an amicable resolution. We informed her that she had not accumulated $4,000.00 in interest while trying to complete a frequency change over the past few months. Our customer’s frequency change has now been completed and her payments are due semi-monthly on the 2nd and 17th of every month. As a goodwill gesture, DriveTime has applied a $25 credit to our customer’s principal balance DriveTime thanks the [redacted] for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations

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

On July 15, 2014, the DriveCare Powertrain Protection and GAP Coverage products were cancelled and refunded via a credit to our customer’s principal balance per his request.

In order to have the SkyLink Service cancelled and removed from the principal balance of the vehicle, our customer would be required to re-contract the Simple Interest Retail Installment Agreement. DriveTime has made multiple attempts to contact our customer in an effort to extend our offer to re-contract but have thus far been unsuccessful.

Additionally, the issues with our customer’s auto pay feature have been corrected and the feature has been set-up correctly.

At this time, DriveTime would like to extend our customer an offer to refund the full cost of the SkyLink Service ($495.00) in the form of a principal only credit to his account as a goodwill gesture. We encourage our customer contact us at [redacted] to accept our offer.

DriveTime strives to maintain exceptional level of service and treatment to all our customers.

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,

Customer Relations Analyst

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

We confirmed that the last payment received from our customer was on August 15, 2014 for $378.00.

DriveTime offers payment deferments to our customers as exceptions to assist them in bringing the account current after a hardship has ended. We are unable to accommodate our customer’s request for a two-payment deferment since the account is past due two monthly payments ($419.06) and a partial payment of $41.06 for June. In addition, our customer would need to sign loan modification paperwork if approved for a two-payment deferment.

We have attempted to reach our customer via phone to review her concerns, but have been unsuccessful. We mailed a certified letter to our customer to contact DriveTime. We will continue our efforts and once we are able to reach the customer, we will address their 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]- [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 April 24, 2014, our customer entered into a Simple Interest Retail Installment contract when they purchased a 2008 Dodge Caliber. Our customer purchased a 3...

year/36,000 mile vehicle service contract, administered by [redacted]. Included you will find the retail installment contract and the vehicle service contract for your reference. On May 30, 2014, our customer made an inquiry to the warranty company, [redacted] regarding engine noise. [redacted] referred the customer to a repair facility and informed our customer of the $100 in-network deductible. On June 19, 2014, our customer contacted DriveTime regarding a concern with the vehicle’s power steering, tires, and $100 in network deductible. Our customer was informed of the Champ program. DriveTime’s Champ program allows our customers to trade in their vehicle once a sufficient amount has been paid towards the principal balance. On July 8, 2014, our customer contacted [redacted] stating his vehicle lost power, A/C not cooling and loud engine noises. [redacted] referred our customer to a repair facility for diagnosis and informed him of the $100 deductible. In addition, [redacted] informed our customer he could be reimbursed up to $75.00 for the towing services, if the issue was a covered repair. The customer stated he would contact DriveTime and have us retrieve the vehicle. On July 29, 2014, we contacted our customer to investigate his concerns. We offered to waive any diagnostic fee and towing of his vehicle to a repair facility. Due to the history of the vehicle, and his apprehensions we advised our customer we were willing to offer a settlement to get him out of the vehicle. Our customer informed us he is not in possession of the vehicle and disclosed its last reported location. We informed our customer we are unable to approve any settlement agreement until we are in possession of the vehicle. We advised him we would attempt to pinpoint the vehicle, but were unable to locate. At this time, we are unable to accommodate our customer’s request to refund his down payment or address his mechanical concerns. We advised our customer until the vehicle is returned he is still held to his contractual agreement to maintain payments, and any fees incurred. 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]- [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 September 13, 2014, our customer entered into a Closed Ended Motor Vehicle Lease, when she leased a 2007 Dodge Caliber. Included you will find the Closed Ended Motor...

Vehicle Lease and the Life of Lease Warranty for your reference.On September 19, 2014, we received a call from the dealership that our customer informed them of mechanical issues that had occurred with her vehicle. We advised as a customer service gesture, we could reimburse our customer for any tow charges incurred to get vehicle to a repair facility. The nearest in-network repair facility the warranty provider referred our customer was not open on weekends. We made an exception to pay for a rental through Monday, September 22; our customer did not take vehicle into a repair facility until November 17.On November 17, 2014, Aeverex, the warranty provider, approved covering the diagnosis of the vehicle and the front brake pads. They denied the front tires, stabilizer link, MacPherson struts, alignment, and rotors as non-covered components under the warranty contract. The loss of power was due to a recall and is covered by the vehicle’s manufacturer.We obtained a copy of the claim to assess if there is any assistance we could provide. After careful review, we are able to cover the rotors, alignment, and the tires totaling $382.35. Our customer would be responsible for the MacPherson struts and the stabilizer link equaling $596.62. In addition, our customer’s account would need to be brought current for it is currently past due $430.05.At this time, we are unable to provide our customer with a full refund or replacement as requested.We have attempted to contact our customer on multiple occasions and have been unsuccessful. We encourage our customer to contact us at [redacted] if she would like to accept this offer or further discuss her concerns.As a goodwill gesture, DriveTime is applying a $25 credit to our customer’s account.DriveTime thanks Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted]- [redacted].Sincerely,DriveTimeCustomer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. On January 19, 2015, we contacted our customer and offered the following resolution: DriveTime agrees to: - Waive deficiency balance of $10,524.36 - Delete trade line from all three (3) major Credit Bureau reporting agencies Our customer will be required to sign a Full Settlement and Release of Claims if she decides to take advantage of this offer. This settlement offer is good until January 30, 2015. On January 20, 2015, we contacted our customer and advised we sent her the settlement to sign and return. Our customer inquired if she would be subject to a 1099-C tax form. We informed our customer, we are obligated to report any waiver of deficiency balance. Our customer stated she would not sign the settlement due to the 1099-C tax form. 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 14, 2014, our customer entered into a Simple Interest Retail Installment Contract when he purchased a 2009 Dodge Charger. At the time of sale, our customer...

agreed to make 151 bi-weekly payments of $232.20 and 1 final payment of $230.27, beginning December 12, 2014. Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference.  On December 16, 2014, our customer inquired if the first Auto Payment of $232.20 posted to his account. We informed our customer a rejection notice was received and he should contact his bank to honor the Auto Pay. Later that day, our customer made a payment online for $233.00. On December 28, 2014, our customer contacted us inquiring if the second payment due on December 26, 2014 had posted to the account. We advised our customer the Auto Pay on his account was cancelled due to the rejection notice. Our customer made the past due payment of $232.20 over the phone and re-enrolled in Auto Pay. On January 9, 2015, our customer stated we were attempting to take out $323.20 when his payments are $232.20. We informed our customer it was an error on our end while setting up his auto-pay. We requested our customer send in a bank statement showing his overdraft fees. We offered to refund his overdraft fees through his bank and waive Drivetime’s NSF fee of $15.00. Our customer stated his bank has rejected the Auto Pay for 323.20. As agreed, we reset our customer’s Auto Pay for the correct amount $232.20. Our customer made a payment over the phone for his past due amount and we waived the fee of $4.50.  On January 12, 2015, we inform our customer the Auto Pay could not be set up due to an invalid transaction code. Our customer setup Auto Pay using a different bank account number. On January 23, 2015, our customer stated we were taking the Auto Pay from the wrong bank account. We advised the Auto Pay was setup with the bank account information he provided to us on January 12, 2015. The January 23, automated payment of $232.20 returned due to insufficient funds. On January 27, 2015, our customer made the January 23 payment over the phone. On February 2, 2015, our customer contact us to setup Auto Pay with a different account. Our customer’s Auto Pay is setup to draft on February 21 2014. We informed our customer he would need to make the February 6 payment manually. Our customer also noted his concerns about the vehicle’s driver side door and key issue. We went over the following information with our customer regarding these concerns. 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." 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. At the time of sale, our customer was provided an [redacted] AutoCheck Vehicle History Report. The [redacted] AutoCheck Vehicle History Report may indicate a prior accident record, a rental or government vehicle, registered in a storm area, and/or a theft record. If any of the items were applicable, these items would be noted in the Vehicle Information section on the [redacted] AutoCheck History report. Our customer signed and acknowledged the vehicle had been in zero reported accidents prior to purchase. On February 2, 2015, we contacted our customer and offered the following resolution: Customer agrees to: ? Be responsible for cosmetic concerns regarding the driver’s side door In exchange, DriveTime agrees to: ? Pay for our customer’s diagnostic cost and repair to fix the lock on the driver’s side door As a goodwill gesture, DriveTime has also applied a $25.00 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 ###-###-####. 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 11, 2014, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2012 Nissan Altima. We have attached the Simple Interest...

Retail Installment Contract for your reference. DriveTime has temporarily ceased credit reporting to all three major credit bureau agencies. The cease is due to required system enhancements taking place in the way DriveTime has been reporting to the credit bureaus. We anticipate these enhancements will be completed no later than the first week of March. We understand the importance of building and maintaining a credit score. We also understand the importance of accurately reporting credit activity and that is why DriveTime has made the effort to complete these system enhancements. On January 18, 2015, we contacted our customer and offered the following resolution: DriveTime agrees to: ? Send a letter to our customer reflecting her past payment history ? Update her account’s credit reporting manually once credit reporting resumes As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principal balance. We apologize for any confusion or inconvenience this may have caused. 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 Department

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customers’ concerns. On February 11, 2015, our customer entered into a Cancel Anytime Lease Contract when she leased a 2005 GMC Envoy. All lease vehicles come with a Driver’s Lease Limited...

Warranty, administered by [redacted]. Included you will find the Closed End Motor Vehicle Lease and the Driver’s Seat Limited Warranty 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, it will not be replaced.  Page one of the "Lease Vehicle Inspection 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 February 13, 2015, our customer contacted [redacted] and was informed that since she is new into the lease, exceptions can be made to cover non-covered components under the Driver’s Seat Limited Warranty. On February 17, 2015, a repair facility contacted [redacted] and recommended the battery and serpentine belt be replaced. [redacted] made an exception and approved the recommended repairs. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s account. We have made several unsuccessful attempts to contact our customer to discuss her concerns. On February 20, 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 ###-###-####, to discuss her concerns. 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. The actions described in our customer's correspondence are not in keeping with DriveTime's set standards of service and support. DriveTime strives to make each customer’s...

experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respect. Our loan servicing department is designed to work with our customer to make payment arrangements or offer assistance to resolve the past due amount. We have thoroughly investigated these specific concerns and have taken appropriate action to ensure DriveTime policies and procedures are followed by our loan-servicing department. We are unable to accommodate our customer’s request to change her frequency from bi-weekly to monthly as our customer’s account is 115 days past due at $1,722.01. Accounts must be brought current prior to a frequency change. We are able to accommodate our customer’s request to put a cease and desist on her account. Our customer will be contacted via email and letters only. We encourage our customer to contact our loan-servicing department to make necessary payment arrangements. As a goodwill gesture, DriveTime has mailed a $25.00 American Express gift card to our customer’s address listed 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. 
 
Yes, they called and I returned their phone calls, and was told that the Agent handling my account would contact me back. That never happened. It was also stated in their response that they credited my account $25 as a courtesy, and they sent me a certified letter. This too was a lie. None of these things were done.  The only thing that Drive Time has been consistent with is not following through with what they say they're going to do.

Regards,[redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns. On July 24, 2014, our customer contacted Aeverex and advised them she had concerns about a brake noise. Aeverex referred our customer to a repair facility to have the vehicle diagnosed. On July 28, 2014, the repair facility filed a claim with Aeverex. They advised that there was no safety concern with our customer’s brakes. As our customer was within the first 30 days and 1,500 miles of her loan, Aeverex covered the brake diagnosis under the terms of the DriveCare Limited Warranty. On July 31, 2014, our customer contacted DriveTime with concerns that the brake repairs were not being covered. As a goodwill gesture, DriveTime approved our customer’s front brake pad and rotor repairs in full, despite there being no diagnosed safety concern. On October 16, 2014, our customer contacted Aeverex with engine concerns. Aeverex referred our customer to a repair facility to have these issues diagnosed. No claim was filed by a repair facility in regards to this matter. On February 27, 2015, our customer contacted Aeverex with further concerns about engine issues. Aeverex referred our customer to a repair facility to get the vehicle diagnosed. On March 2, 2015, a repair facility filed a claim with Aeverex for the thermostat, heater hose, and intake gasket. These components are not covered under the Vehicle Service Contract, and were therefore not approved by Aeverex. On March 9, 2015, our customer contacted Aeverex with concerns that the repair facility had misdiagnosed the issues with the vehicle. Aeverex authorized our customer to take the vehicle to an out-of-network repair facility for a second opinion. As a goodwill gesture, we agreed to waive the deductible if the repairs were covered under the Vehicle Service Contract. To date, there is no claim on file with Aeverex from an out-of-network repair facility. On March 26, 2015, we reached out to our customer and attempted to address her concerns. We offered our customer payment deferments if she sent in receipts for her previous out of pocket repair expenses. We also encouraged her to take the vehicle to an out-of-network repair facility for further diagnosis so we could review options to assist with her mechanical issues. Our customer declined both these offers and stated she would seek legal action, and then ended the call. On March 31, 2015, our customer voluntarily surrendered the vehicle back to DriveTime. In result, our customer’s account will be reported as a repossession to the three major credit bureaus for seven years. All DriveTime vehicles are thoroughly inspected at our DriveTime inspection centers prior to sale. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no need to replace it.On the “Customer Delivery Checklist” under Important Reminder, it is stated:“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.”Additionally, on the “Customer Delivery Checklist” under Maintenance Items, it is stated:“…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 find the Customer Delivery Checklist for your review.At this time, we are unable to accommodate our customer’s request to remove the repossession from her credit reporting. We apologize for any inconvenience or confusion this matter may have caused. 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.

I refuse to accept their response. I could've had died from the smells that was coming from the air conditioning and the vets. I ended up in [redacted] for 105 fever with body aches have to be given morphine for pain. Since I have gave the car back I have not felt ill anymore, no more respiratory problems at all. If they didn't know that car had a leak in the air conditioning prior to selling a car because the car was not certified check as they claim it was. I have proof from Mini Cooper in writing that I complained about the bad odor. I was still in the 30 day warranty it was denied.

Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns. DriveTime requires a customer be in their loan 6 months prior to making any modifications on their loan. At the time our customer contacted DriveTime to request a frequency change, he had only been in his loan for 5 months. At this time, DriveTime has accommodated our customer’s request and a frequency change has been applied to his account. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [redacted] DriveTime Customer Relations Department

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On December 18, 2015, our customer entered into a Simple...

Interest Retail Installment Contract with DriveTime when he purchased a 2009 Ford Flex. All DriveTime vehicles come with a 30 day/1,500 mile limited warranty, administered by Aeverex, and the option to purchase a Vehicle Service Contract. Attached you will find the Simple Interest Retail Installment Contract and Limited Warranty for your reference.If our customers are dissatisfied with their purchase for any reason, DriveTime offers a Vehicle Return Program that allows them to return the vehicle and terminate their Simple Interest Retail Installment Contract within the first five days of their loan.
Prior to entering into the loan for the 2009 Ford Flex, our customer had entered into two previous Simple Interest Retail Installment Contracts. Our customer opted to return both vehicles within the Vehicle Return Period. Our records do not indicate any mechanical issues reported for either of these vehicles.
All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no need to replace it.
On December 23, 2015, a repair facility filed a claim with [redacted]. The claim reported that the vehicle needed a battery replacement. [redacted] covered the cost of the replacement.
On December 24, 2015, DriveTime’s Customer Relations Department contacted our customer to address his concerns. We advised our customer that if he would like to return the vehicle, we could arrange to have the DriveTime dealership tow the vehicle back to the lot to complete the process. Our customer informed us that was no longer necessary as his vehicle concerns were addressed in his previous visit to the repair facility… (Continued in full response submitted to the Revdex.com)

March 14, 2016

Revdex.com
Ph. (602) 212-2232
Fax (602) 263-0997 

Re: Complaint #[redacted]

To Whom It May Concern:

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns.
On March 2, 2016, DriveTime contacted our customer in an attempt to address his concerns. We advised him that the tires were above safety standards prior to purchase and driving the vehicle excessively will result in the vehicle needing maintenance related repairs more frequently. Our customer drove 4,806 miles in approximately one (1) month and unfortunately, DriveTime is unable to provide assistance with the tire replacement. Our customer understood and the call was ended on amicable terms.
On March 8, 2016, DriveTime applied a $25.00 goodwill credit towards our customer’s principal balance.
Without any further information, we are still unable to accommodate our customer’s request to replace the two rear tires on the vehicle.
We apologize for any confusion or inconvenience this matter may have caused. We encourage him to contact our Customer Relations department at [redacted] should he have any additional questions or 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,

Diana C.
DriveTime Customer Relations

March 4, 2016

Jasmine Hill
Revdex.com
Ph. (602) 212-2232
Fax (602) 263-0997 

Re: Complaint [redacted]

Ms. Hill,

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

Without any new information, DriveTime is unable to further assist our customer. We encourage our customer to contact our customer relations department at [redacted] if she has any additional concerns.

We apologize for any confusion or inconvenience may have caused. Should you have any questions or concerns, please contact us by calling us at [redacted]

Sincerely,

Justin M.
DriveTime Customer Relations Department
Tell us why here...

On February 16, 2016, our customer’s insurance representative contacted DriveTime. He advised the vehicle would be labeled as an unrecovered theft and the settlement amount of $10,686.47 would be paid to DriveTime. On February 22, we received the insurance payment and it was applied to our...

customer’s principal balance. On March 1, 2016, at 101 days past due, our customer’s loan charged off due to non-payment. All optional products, including the GAP coverage, were cancelled, and the pro-rated refunds were applied to our customer’s principal balance.
On March 29, 2016, our customer contacted DriveTime with concerns that his account was reflecting as a charge-off on his credit reporting. He stated the vehicle had been stolen, and his GAP coverage had not paid the remaining balance owed. We advised the account was in a charge-off status because the GAP payment had not yet been received. On the same day, DriveTime determined that documentation required to complete the GAP payoff process was missing.
On April 14, 2016, DriveTime spoke with our customer and advised the documentation reinstating the GAP coverage had been submitted. We informed him that once the GAP coverage was reinstated, his account would report as a paid loan. In addition, our customer’s account has been classified to no longer report negatively to his credit.
On April 20, 2016, we contacted our customer and addressed his concerns. We advised the GAP benefit had been reinstated, and the remaining deficiency balance would be paid in full. We also advised the loan would no longer show as charged off and would now reflect as a paid loan. We advised that the credit reporting would be reinstated once the account showed as a paid loan. Our customer was satisfied with this resolution, and we ended our correspondence on amicable terms.
Please see attachment for full response.

When I first called in about the car in February I sent the car to the same repair facility as in april. Because they were not able to find any noticeable issue they sent me home and did not need to make a call to the warranty center. So there were two times that I needed to send the car to the repair facility and was denied service. When I spoke with customer service I was also denied service. There was no one that wanted to help me I spoke with two young ladies that told me to give it back if I did not want it. It was so unfair that they allowed me to go through this like it was all my fault. Struggling to come up with repair money and pay for the car. It just was not right. Now they tell me that I have to take the car to the shop again but will not give me a car big enough to take my family around. I have two sick children that have daily doctor appointments and I have to get them there how can I do that when I have to leave my car at the repair facility and they would not even give me a rental big enough to take my kids around but told me to pay for it and they will reimburse me I don't have money for all of this I can barely make ends meet now. I do not accept this offer I will do what I can do to get my car to the shop once I do not have any appointments for my son and when I do not have to work. This is ridiculous just take the care back give me my deposit back and we can call it even.