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.Seems to me that the Revdex.com is only here to help the Business and not take complaints seriously.  The company clearly violated contract laws and my contract even has on their that I stated I would only accept the car after I had a mechanic look at the vehicle. The dealer noted and stated I had 30 days to get it back to have the repairs fixed that were found. They denied such repairs. Their offer was to have me return car, and not refund any money. Furthermore, my account is not and has not been deficient with this company.  I have a pending small claims issue being set for this company for this issue. It would be appropriate for the Revdex.com to actually help a consumer instead of the Business  Attached is paper stating I had 30 days to bring car back with issues found.Regards,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Currently, I have viewed the information on the Revdex.com.org website...the response made by drivetime. The information that was posted as a response from them is not correct. I wrote you about a Volvo S40......Not A Nissan Altima....They Contacted me via cell to address the complaint that was filed be me at the Revdex.com.org....and yet the send this bogus response that is not me. Again, they are being rude, and is only wasting time. I would like this to be resolved ASAP!!! They Sold Me a lemon and I have documentation of all the receipt paid and quotes of repairs needed. 
Regards,[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,

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.

Our repairs are not complete, and we are currently going out of pocket (to the tune of $1000) on a rental car while this Subaru sits in the shop waiting on responses from Averex and Drivetime. We compromised on this vehicle after the first vehicle purchased from DriveTime failed catastrophically in the Hampton Roads Bridge tunnel four days after sale. We were told to choose another car off the lot, or lose our $1000 deposit. We were instructed by multiple salespeople that the car would not be available for independent inspection. We were also told that this was our “golden parachute” and that we would not be allowed to return the car again, despite having also been told that every sale comes with a five day guarantee. Between a rock and a hard place, and not wanting to continue being either without transportation or reliant on expensive rental cars—and having a young child under the age of five—we chose what we thought was a reliable vehicle after a seven hour dealership visit. I had owned Subarus in the past and knew them to be reliable vehicles if properly maintained. The problem here is not that we "failed to review the sale", it's that DriveTime:

- failed to properly disclose the history of the vehicle

- failed to perform a mechanical check of the car, instead performing only a DOT inspection which is marketed and referred to as a mechanical inspection

- failed to reveal, after being asked directly, that the car HAD NOT has it's 100,000 mile service performed

- failed to reveal the car was covered under a recall, which we were able to see by running a CarFax report after the sale

This car was not only used, it was used up. It had not been maintained, and it’s history and records were misrepresented. DriveTime willingly mischaracterizes the nature of the “inspection” it does on the vehicles it sells. Recently I spoke to the manager of the DriveTime location where we bought the vehicle, and she outlined the “thorough” check that’s performed on these cars as consisting of “making sure the horn, windshield wipers and turn signals work”; clearly, these are not checks performed for the benefit of the customer, but for the benefit of DriveTime who must insure and register the vehicles before sale. Transmission problems, blown head gaskets, and other costly repairs are of no consequence to DriveTime. As long as the car is off the lot when those happen, it isn’t their problem.Worst of all, DriveTime has refused to simply take the car back and allow us to make the same payment for a vehicle that we would be allowed to independently inspect. Currently, they are offering to repair the front end of the vehicle (for the second time) but not make critical repairs that would make the car reliable, such as replacing the head gasket which has indeed failed. A head gasket which is "weeping" is indeed leaking oil; asking us as customers to "wait" for the head gasket to fail, which will result in the engine seizing—possibly while at speed on the highway—is totally unacceptable.As of today, I have a car that is not drivable—requiring almost $5000 worth of repairs—that sits in the shop; I have a rental car bill totaling almost $1000; and worst of all, in less than five days I'll be expected to make yet another car payment for the privilege of owning this defective lemon. These issues all existed before we ever had the misfortune of buying this car. We are asking that we be allowed to quit the loan without penalty, or that we be given a reliable vehicle of like value and be allowed to continue payments. The loan on the current vehicle will outlast the vehicle itself, and I see no reason to finance a vehicle that will spend more time in the shop over the next six months than it will be used by me—especially if every repair results in an out and out fight as they have up to now.

We have been manipulated and used by DriveTime based solely on our poor credit rating. Not only are the terms of the loan onerous, but the merchandise we purchased is clearly defective. We are simply asking that one of those problems be addressed. We are good customers who pay our note on time despite endless hardships during our ownership experience. We’re not asking to move mountains here; we’re simply asking that we be provided with a reliable vehicle since we’re making an almost $500 per month payment at 29% interest.

Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. On 8/17/2013, our customer entered into a Simple Interest Retail Installment contract with DriveTime when he purchased a 2007 BMW 3 Series. The vehicle came with a 3 year/36,000 miles DriveCare Limited Warranty, administered by Aeverex. Attached you will find the Simple Interest Retail Installment and the DriveCare Limited Warranty agreement for your reference. All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no need to replace it. Page one of the "Customer Delivery Checklist" under Important Reminder, states: "Our focus of the multi-point inspection is primarily the safety and reliability of your vehicle…Please insure you are comfortable with the condition of the vehicle prior to purchasing." 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. The following is our customer repair history: - February 20, 2014, a repair facility contacted Aeverex and recommend repairing a valve cover gasket. Aeverex denied the repair since it is not covered under the limited warranty. - May 22, 2014, a repair facility contacted Aeverex and recommend repairing a head gasket. Our customer was referred to a different repair facility, as the current repair facility did not have the tools to complete the repair. - May 23, 2014, the new repair facility contacted Aeverex and recommended repairing a head gasket. - On June 6, 2014, Aeverex approved for a third party inspector to verify the needed head gasket repair once our customer returned the vehicle to the repair facility. DriveTime made an exception to offer a direct bill rental until the repairs were completed. - On June 9, 2014, Aeverex approved the head gasket repair. - On June 26, 2014, DriveTime made an exception to cover oil pan gasket ($1,080.14) repair as this component is not covered by the limited warranty. DriveTime extend the direct bill rental until the repair were completed. - On July 7, 2014, DriveTime made an exception to cover the 02 sensors ($524.00) as this component is not covered by the limited warranty. DriveTime extend the direct bill rental ($668.51) until July 8 when our customer repairs were completed. - On April 28, 2015, a repair facility contacted Aeverex and recommend repairing a compressor HVAC and expansion valve. The repairs were covered under the limited warranty. - On May 26, 2015, DriveTime offered to credit our customer account $223.65 as goodwill gesture for the time he was without a vehicle while it was being repaired for the compressor HVAC and expansion valve repairs.- On May 27, 2015, a repair facility contacted Aeverex, recommend repairing Schrader valve and rack and gearbox. The Schrader valve was approved under the limited warranty and the rack and gearbox was declined, as it is a non-covered component. - On June 1, 2015, we offered our customer a two payment ($924.26) deferment for his out of pocket expense on the rack and gearbox. Our customer declined the offers of a $223.65 credit to his account and a two-payment deferment. On June 17, 2015, our customer accepted the following offer: DriveTime agrees to: - Waive deficiency balance of $18,800.48 - Delete trade line from all three (3) major Credit Bureau reporting agencies - Payment/reimbursement to Customer in the amount of $800.00 In exchange, Customers agrees to: - Release possession of vehicle to DriveTime - Reply to his social media posting stating, "Thank you DriveTime for contacting me and working with me towards an amicable resolution." Our customer will be required to sign a Full Settlement and Release of Claims if they choose to take advantage of this offer. This settlement offer is good until June 30, 2015. 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 December 9, 2013, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2010 Ford Focus. The Simple Interest Retail Installment...

Contract is attached for your reference.

The insurance loss process took a total of two (2) months. During that timeframe, our customer did not make payments because the vehicle was being processed as a total loss. Due to non-payment during this time, two (2) late payment marks were reported to the credit reporting agencies.

On June 13, 2014, we came to an amicable resolution with our customer. As a goodwill gesture, we are removing the two (2) hits to her credit for late payments during the insurance loss process.

As a goodwill gesture, DriveTime has mailed a $25.00 American Express gift card to our customer.

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

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 April 3, 2010, our customer entered into a Retail Installment Contract when she purchased a 2006 Jeep Commander. Attached, you will find the Retail Installment Contract for your review. 

The champ program allows for current customers, with a balance of $4,500.00 or below, to exchange their DriveTime vehicle in for another. The new vehicle requires a new contract and financing.

On May 10, 2014, our customer entered into the new Retail Installment Contract, via the DT Champ Program, when she purchased a 2010 Chrysler 300. Attached, you will find the Retail Installment Contract for your review. Our customer received $4,216.00 credit for the Jeep Commander, applied towards the new loan for the Chrysler 300.

DriveTime agreed to process a two (2) payment deferment, with the exclusion our customer makes one (1) payment, to bring the account current. Additionally as a goodwill gesture, we have agreed to extend our customer the opportunity to return her vehicle in exchange for a comparable vehicle. The original trade-in value of $4,216.00 would be applied towards the new vehicle. The payments would be retained for usage.

On November 11, 2014, we contacted our customer and offered the resolution stated above. To complete the exchange, we require our customer to fill out a new loan application. During the conversation, our customer inquired about parting ways with DriveTime. We advised our customer, while that is an option, she would not be eligible for any refund.

The Jeep Commander was sold for $4,667.00. A total of $4,063.63 was applied to the account to pay off the remainder of the loan for the Jeep Commander. As a part of the DT Champ program, a trade in amount is generated to allow the customer to transfer into the Chrysler 300 with zero down payment. In this instance, we applied a trade in value of $4,216.00 towards the Chrysler 300.

At this time, DriveTime is willing to offer the following resolution:

DriveTime agrees to:

Waive deficiency balance of $19.684.60

Delete trade line from all three (3) major Credit Bureau reporting agencies

Refund to Customer $600.00

Submit an update to all three (3) major Credit Bureau reporting agencies to report DriveTime trade line as Paid in Full for the Jeep Commander.   

In exchange, Customers agrees to:

Release possession of vehicle to DriveTime

Our customer will be required to sign a Full Settlement and Release of Claims if they choose to take advantage of this offer. This settlement offer is good until December 5, 2014.

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

CustomerRelations

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.This is not acceptable $25 for 4 1/2 months of headache being pulled over 3 times. Being lies to repeatedly by drivetime in mechanicsville ,va. It's now been 13 days since customer relations said they would have an answer and have my plates to me. I want the last 3 months of my payments which equals $1461.00 credit to my account. I am a mitary spouse and cannot get on base thus asking a friend for theist 4 months this has been a huge inconvenience. I feel this amount is small considering the constant lying and rudeness of this company. Best regards[redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On August 2, 2014, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2006 Volvo XC90. Included you will find the Simple Interest...

Retail Installment Contract for your reference.On December 10, 2014, we acquired the tracking information for the title documents submitted by the dealership. It was confirmed the documents were delivered to the Maryland DMV on November 24 at 8:34am. We also had our title department reach out to the Maryland DMV for a status update on the titling for our customer’s vehicle. They gave our titling department a 72-hour turnaround time to provide us with more information.On December 11, 2014, we reached out to our customer to address her titling concerns. We advised our customer that we are working with the Maryland DMV for an update. The customer asked if we could process her registration at the Missouri DMV for that is where she currently resides.On December 17, 2014, the Maryland DMV advised they mailed the title documents back to the dealership in Mechanicsville, Virginia. We advised the dealership to forward the documents to our dealership in Missouri to complete the registration process.As a goodwill gesture, DriveTime has applied a $25 credit to our customer’s payment.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.

We absolutely do not accept the response from Drivetime. Mainly due to the inaccuracies stated by the business. The dates are completely wrong and they have only started contacting us as of YESTERDAY April 13th 2015. Any correspondence that has taken place besides the response to our Revdex.com complaint, has been one sided and made by us. The $100.55 payment in question was derived from the March 6th auto scheduled payment.....WE called about it the following week when we received NSF fees on our account. And they had no problem accepting our 3rd payment totaling $305.55 on March 20th 2015. The dates that have been given by the company are inconsistent with my pay dates, which is something that was told to the company when we received the vehicle. Why would you accept further payments from someone who owes from the last payment and not apply it to the outstanding balance?? Also, now they are willing to drop the $100.55 balance when that's ALL we asked for to begin with!!! It took going to this level for them to be reasonable? So that tells me they could truly careless about their customers or their business.....they care more about a bad rating from the Revdex.com, which is sad and disappointing. We have since had to get another vehicle from a different company and incur another Down Payment. In the time we dealt with Drivetime from January 31st to our last payment on March 20th, we have spent a total of over $1800.....in less than a 60 day period!!! Lease or not, that is absurd!! How is this legal, seriously? And all over $100.55!!!!!

Regards,

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 Closed End Motor Vehicle Lease Contract when he leased a 2005 Kia Sedona. Included you will find the Closed End Motor...

Vehicle Lease Contract for your reference. At the time of lease, our customer agreed to make 64 bi-weekly payments of $206.55, beginning February 20, 2015. Additionally, our customer agreed to make four side note bi-weekly payments of $100, beginning February 20, 2015. On March 18, 2015, a payment amount of $100 was reversed due to insufficient funds. On March 26, 2015, we informed our customer of the reversed payment of $100 on his account and stated that there is a zero day grace period with our lease accounts. Our customer informed us he would make the $100 payment on March 27, 2015. On April 1, 2015, the vehicle was recovered for default. Please refer to page 3 of the Cancel Anytime Lease, section 11 Default, Repossession, and Other Remedies. "You fail to pay any periodic payment when due or any other amount you owe under this Lease when we ask you for it… Take (repossess) the Vehicle wherever we find it and enter any property where the Vehicle may be to do so…" Later that day, our customer faxed in running bank statements as he states there was $100 available in his bank account. We informed our customer the insufficient funds reversal was correct and he would need to speak with his financial institution if there is further disputes. We informed our customer he will need to pay the past due amount of $100.55 and the repossession fee of $300 directly to DriveTime within 48 hours if he would like to redeem his vehicle. We also informed our customer an additional amount of $125 would be owed directly to the repossession agent.We have made several unsuccessful attempts to contact our customer to discuss his concerns. On April 14, 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 him. We encourage our customer to contact our Customer Relations department at ###-###-####, to discuss his concerns. At this time, we are unable to accommodate our customer’s request. DriveTime would be willing to waive the past due amount of $100.55 if our customer pays the repossession fee of $300 and the additional payment that has come due of $307.10. Our customer has until Monday, April 20, 2015 to redeem his vehicle. As a goodwill gesture, DriveTime has sent our customer a $25 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

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

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

Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns. DriveTime does not compete on price, nor do we hide it. We encourage our customers to research all aspects of their purchase before entering into a contract with us. In October 2014, DriveTime temporarily ceased credit reporting to all three major credit bureau agencies. This cease was due to required system enhancements taking place in the manner DriveTime reports to the credit bureaus. We have completed the necessary updates with [redacted] and [redacted], and they have uploaded our customers’ account information for public viewing. We anticipate the enhancements with [redacted] will be completed no later than the end of May. At DriveTime, we strive to ensure 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 reporting of paid loans. For this reason, we are no longer able to report on accounts that were paid prior to October 1, 2014. We are unable to resubmit a loan that was paid prior to October 2014 for reporting, as this would appear as a new trade line and would be more detrimental to our customers’ credit. When an account is paid, DriveTime reports one final time with the account’s final status. We cannot then continue to report this account; therefore, we cannot reinstate anything paid prior to October 2014.At this time, we are unable to accommodate our customer’s request to be compensated for her lowered credit score. If in the future our customer should require further documentation of her loans to apply for credit, or if a creditor requests a letter, we can provide additional credit rating letters upon request. We apologize for any inconvenience or confusion this matter may have caused. 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 re-address our customer’s concerns At the time of purchase, our customer agreed to make 145 bi-weekly payments of $203.82 and 1 final payment of $203.51, beginning July 12, 2014. Since our customer makes payments on a bi-weekly frequency there are two months that our customer will make three payments. On July 23, 2014, our customer contacted DriveTime and informed us she would like to process a due date change on her account. Due date changes can only be processed one time for the life of the loan. On July 28, 2014, our customer contacted DriveTime and inquired about her due date change. We informed our customer the due date change was in process. Our customer informed us she would make her next payment on August 2, 2014. On August 2, 2014, the due date change was processed on our customer’s account. Because of this due date change, during the month of August our customer was responsible for three bi-weekly payments for a total of $611.46 due. Throughout August of 2014, our customer paid $507.64 toward her account. Between the months of August 2014 and December 2014, our customer accrued a delinquent amount of $179.74 and a $5.00 late fee on her account. For the month of January 2015, our customer was responsible for three bi-weekly payments for a total amount of $611.46. Our customer paid a total of $407.64 towards her account this month. At this time, our customer’s account has accrued a delinquent balance of $531.66 at 33 days past due. This balance includes the two $5.00 late fees that were assessed. Our customer is responsible for payment of the past due balance owed on the account. In order to avoid negative impacts on her credit, we encourage our customer to resolve the past due balance. At this time, DriveTime is offering 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Regards,[redacted]

October

28, 2015RevDex.comPh.

(602) 212-2232Fax

(602) 263-0997Re:

Complaint # [redacted]To

Whom It May Concern:Thank

you for bringing this matter to our attention. We appreciate the opportunity tore-address

our customer’s concerns.Without

any new information, we are unable to further assist our customer. Our customer

has chosen to reinstate his Closed End Motor Vehicle Lease with DriveTime. We

have reviewed our customer’s account thoroughly and the recovery of this

vehicle has been reviewed as rightful. At

this time, we can offer to split the $300 recovery fee with our customer. We

are willing to make an exception to reimburse our customer $150 either by check

or credit to his account.  If our customer

is would like to accept our offer, we encourage him to contact our DriveTime’s

Customer Relations department at [redacted] DriveTime

thanks the Revdex.com for their ongoing support. Should youhave

any questions or concerns, please contact us by calling us at [redacted]Sincerely,[redacted]DriveTime

Customer Relations

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

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

Regards,

January 11, 2016

Jasmine [redacted]
Revdex.com
Ph. ###-###-####
Fax ###-###-#### 

Re: Complaint # [redacted]

Ms. [redacted],

Thank you for bringing this matter to 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. DriveTime has made multiple attempts to contact our customer in order to come to an amicable resolution. We encourage our customer to contact our customer relations department at ###-###-####.

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

Sincerely,

Justin M.
DriveTime Customer Relations Department

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

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

Regards,

January 14, 2016

Revdex.com
Ph. ###-###-####
Fax ###-###-#### 

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 January 7, 2016 DriveTime spoke to our customer and offered her the following resolution:

DriveTime agrees to:
·         Waive deficiency balance of $13,185.04
·         Delete trade line from all three (3) major Credit Bureau reporting agencies
·         Refund our customer the amount of $1,550.00

In exchange, Customer agrees to:
·         Release possession of the vehicle back to DriveTime

Our customer accepted DriveTime’s offer and was satisfied with the resolution provided.
On January 11, 2016, DriveTime contacted our customer in an attempt to re-address her concerns. DriveTime re-reviewed the resolution previously stated. Our customer understood and was satisfied with the resolution provided.
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.
                                        ...⇄ /> Sincerely,

Diana C.
DriveTime Customer Relations