DriveTime

March 3, 2016

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Jasmine Hill
Revdex.com
Ph. (602) 212-2232
Fax (602) 263-0997 
 
Re: Complaint # [redacted]
 
Dear Ms. Hill,  
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our non-customer’s concerns.
 
On October 25, 2015, DriveTime hosted the DriveTime Kids in Need 5k Fun Run in a total of 48 events nationwide. DriveTime sponsored 133 children with medical needs across the country to assist the families in need. The totality of donations exceeded $230,000 for this cause.
 
After the collection of all donations were received, DriveTime began to mail out checks to the 131 sponsored children’s families. In this case, DriveTime did not have an updated address to send the check.
 
On March 1, 2016, DriveTime sent our customer a check for the charity funds received as agreed upon.
 
As an additional good-will gesture, DriveTime has sent a $25 American Express Gift Card to the address on file.
 
Should you have any questions or concerns, please contact us by calling us at [redacted]
Sincerely,
 
Justin M.
DriveTime Customer Relations Department

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On November16, 2012, our customer entered into a retail installment contract when he purchased a 2007 Cadillac CTS.  The vehicle came with a 3 year/36,000 mile...

limited warranty. Included you will find the retail installment contract and the limited warranty agreement for your reference.On January 15, we contacted our customer and reached an amicable resolution. We have agreed to defer two monthly payments for repairs not covered by the limited warranty.  As a goodwill gesture, DriveTime has applied a $25.00 principal only credit to our customer’s account.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,DriveTimeCustomer Relations

Dear Ms. [redacted],

Thank

-0.05pt;">you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.

On August 12, 2013, our customer entered into a retail installment contract when he purchased a 2006 Dodge Magnum. The vehicle came with a 3 year/36,000 mile limited warranty at no additional cost. Included is a copy of the limited warranty agreement and retail installment contract.

On August 26, our customer contacted us regarding issues with the wheel bearing and the alignment of the vehicle. We advised him the wheel bearing is a covered component per the limited warranty agreement, however, the alignment is not a covered component.

On September 10, our repair facility contacted us recommending the following repairs: an alignment, new tires, differential cover gasket, and axle seals. The items were denied as non-covered components, per the limited warranty agreement.

Later that day, Mr. Jonas contacted us notifying us of the diagnosis. We offered our customer a credit of one bi-weekly payment as a goodwill gesture to offset the cost of the non-covered repairs. We advised him the alignment, and tires are considered maintenance items and are not covered items per the limited warranty agreement. Mr. [redacted] requested we credit two bi-weekly payments to his account.

On September 18, we contacted our customer and advised him as a goodwill gesture, DriveTime would accommodate his request for a credit to his account of two bi-weekly payments. We credited the account on September 23 in the amount of $401.02.

DriveTime is unable to accommodate our customer’s request to provide new tires, perform an alignment, or replace the rear seals on the vehicle.

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

Sincerely,

Customer Relations Specialist

April 3, 2014 [redacted] Revdex.com [redacted]

[redacted] Re: Complaint #[redacted] Dear [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. On April 1, 2014, we contacted our customer and advised her we have identified the issue with the credit reporting. We offered our customer the option to be released from the contract. She declined our offer. We advised her if she continued to stay in the contract, we would backdate the credit reporting to time of sale. Unfortunately, we cannot provide a timeframe of resolution for this issue. We advised our customer we could provide her with a Credit Rating letter, stating her credit status with DriveTime. The letter is attached for your review. DriveTime reports to all three major credit bureau agencies on a monthly basis. The credit bureau agencies are separate organizations. Therefore, we are unable to guarantee the credit bureaus will update our customer’s account status each month. According to our records, DriveTime is reporting accurately. 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, [redacted] DriveTime Customer Relations

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

All DriveTime vehicles go through a multipoint inspection process prior to sale. Any failings on the vehicle are addressed, and corrected during this inspection process. Discoloration of the rear bummer is not considered a failing.

We disclose all information we have on the vehicle history by providing the [redacted] Vehicle History Report. We require our customers to sign this report as acknowledgement of the information contained therein.

As previously communicated to our customer, the What You Need to Know about financing a vehicle with DriveTime document disclaims,

"You have received and reviewed your title history report. The [redacted] report is created by a private company not affiliated with DriveTime. [redacted] gets information from government and private businesses. We give this report to you as a courtesy. Use or damage information about the vehicle not listed on the report given to you may appear on reports created by other private businesses (for example, [redacted]) or on an [redacted] report obtained after you purchased the vehicle. You should research the vehicle thoroughly before purchasing and fill out the [redacted] Buyback Protection Registration Form after purchasing."

We also require our customers to sign this document as acknowledgement they have reviewed and understand the information provided.

At this time, we are still unable to accommodate our customer’s request to pay for repairs to his vehicle from a previously undisclosed accident. Our offer remains to provide payment deferments due to out of pocket expenses as a means of assisting our customer. We encourage our customer contact us at [redacted] to complete our offer.

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

Sincerely,

DriveTime

Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On May 19, 2012, our customer entered into a Simple Interest Retail Installment contract when she purchased a 2006 Cadillac CTS. The vehicle came with 3 year/36,000 mile...

Limited Warranty. Attached you will find the Simple Interest Retail Installment contract and Limited Warranty for your reference.On September 16, 2014, we contacted our customer to address her concerns. We advised her a claim for repairs is needed in order to review for assistance. We also advised our customer returning the vehicle without negative impact is not an option. Our customer informed us the airbag light comes on regularly and shuts the radio off. She also stated the rubber around the windshield is peeling but doesn’t leak. Our customer agreed to send in her receipts for what she paid out of pocket for repairs. We advised our customer we would review her receipts along with new issues for possible assistance.On September 18, 2014, we contacted our customer to go over the receipts she sent in, the mileage on the vehicle and the options available for assistance. Our customer’s current mileage is 57,697 miles. Given the current mileage our customer’s limited warranty has expired. We extended an offer to assist with the repairs needed to get the airbag light turned off.On September 22, 2014, our customer contacted us stating she took her vehicle into a repair facility, and new repairs are needed. The total cost of repairs are $4,680.79. After carefully reviewing her account DriveTime agreed to assist with fifty percent of the total cost ($2,340.39). In addition, DriveTime agrees to cover the part needed to repair the airbag light.At this time, our customer is reviewing the offer. Our customer has agreed to give us a call by the end of next week to let us know how she would like to proceed. This offer is valid till October 22, 2014.As a goodwill gesture, DriveTime has credited $25.00 to our customer’s next 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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On September 26, 2014, our customer entered into a Simple Interest Retail Installment contract with DriveTime when he purchased a 2007 Toyota Avalon. Our customer...

elected to purchase a 3 year/36,000 miles vehicle service contract, administrated by Aeverex. Attached you will find the Simple Interest Retail Installment and Vehicle Service Contract for your reference. On November 17, 2014, we contacted our customer and explained his 30 day/1,500 mile limited warranty has expired. We informed our customer that vehicle diagnosis is not covered under the vehicle service contract. We made a one-time exception to cover the vehicle diagnosis. We encouraged our customer to submit his tow receipt to Aeverex for possible reimbursement per the vehicle service contract. On November 21, 2014, the repair facility recommended an engine replacement. Aeverex approved a third party inspection to verify the failures. At this time, we encourage our customer to contact Aeverex regarding rental reimbursement. Once failures are verified, we can review for assistance. As a goodwill gesture, DriveTime has 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 Januray 02, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2007 Mini Cooper. Our customer purchased...

a 3 year/36,000 miles vehicle service contract, administrated by [redacted]. Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference. All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no need to replace it. Page one of the "Customer Delivery Checklist" under Important Reminder, states: "Our focus of the multi-point 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. A timeline of our customer’s rep[redacted] history is as follows: ? On January 4, 2014, our customer contacted [redacted] stating the check engine light was on and the vehicle was hesitating. [redacted] referred our customer to a rep[redacted] facility to have the vehicle diagnosed. ? On January 4, 2014, a rep[redacted] facility contacted [redacted] and recommended coil packs to be replaced. [redacted] made an exception to approve the coil pack repairs and the diagnostic fees. ? On January 26, 2015, our customer contacted [redacted] stating the check engine light was on and the transmission shifter sticks in different gears. ? On January 29, 2015, a repair facility contacted [redacted] and recommended repairing an oil leak, vacuum pump, and the shifter lever. [redacted] denied the repairs since they are non-covered components. On February 2, 2015, DriveTime contacted our customer and requested that she fax in an estimate for the non-covered components to review for possible assistance.To date, we have not received the requested estimate. As a goodwill gesture, DriveTime has 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

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 because I did make the arrangement pymts as I promised and I definitely don't recall them telling me to call on a certain date to make another pymt arrangement because I knwe the seriousness of my delinquent account and would have not (not) called if I were given a specific date to do so. If that were the case the representative should have said that I need to call on or by a certain date because if not the account would charge off. I called for additional arrangements as I was told and also before ths acct was charged off relying on what I was told by the representative in regards to being able to make further arrangements. I can see if I didn't keep the arrangements that were given to me but I did. I was able to make the payment only a few days (2/6/15) after my account was charged off. That could have been held a few more days being that I did pay the arrangements as agreed.Regards,[redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On January 11, 2013, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2008 Hyundai Accent. Attached is a copy of 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. We anticipate these enhancements will be completed no later than March. We apologize for any confusion or inconvenience this may have caused.  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 February 23, 2015, we advised our customer of our system enhancements. We offered to mail our customer a letter reflecting her payment history, however she declined. At this time, we are unable to accommodate our customer’s request.As a goodwill gesture, DriveTime has 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

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 do not agree with this decision because of the fact that they are liars and thieves. They know that they took my money and they know that I do NOT owe that money. Either my money is returned or we go to court.

Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On April 4, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a 2011 Chevrolet Impala. Included you will find the...

Closed End Motor Vehicle Lease Contract for your reference.At the time of lease, our customers agreed to make periodic payments of $241.95. The first payment was due on April 21, 2015, followed by 64 periodic payments of $241.95 due every other Tuesday. In addition, by signing and reviewing the included Simple Interest Retail Installment Contract, our customer agreed to finance $348.70 of the money due at lease signing. This agreement was to be paid back in the form of three bi-weekly payments of $87.18 and one final payment of $87.16 beginning on April 21, 2015.Our customer reviewed and signed the Return Anytime Lease document prior to leasing the vehicle. On page 3, Subtitle "Default, Repossession, and Other Remedies," it states:"The following are events of default: (a) you fail to pay any periodic payment when due or any other amount you owe under this Lease when we ask you for it."For the next four weeks our customer made payments, many of which were reversed. During this time, our customer requested an extension to pay on her first payment, which we were unable to make available to her. Also during this time, we informed her that it could take one to three days for payments to post and explained she would be responsible if payments were reversed. We reminded our customer of the zero day grace period.On May 14, 2015, our customer contacted DriveTime about making a payment of $429.34. We informed our customer that with her intended payment of $429.34 the account would be current. We reminded our customer that if funds are returned she would be responsible for payment.Between May 14th and May 17th of 2015, our customer submitted two payments to her account. The first payment was made in the amount of $429.34 and the second payment was for $129. This caused our customers account to be paid ahead by $195.74.On May 19, 2015, a payment of $241.95 became due on our customer’s account and the previous payment of $429.34 was reversed. Our customer’s account was now past due by $475.55.Between May 22nd and June 1st of 2015, our customer submitted two payments to her account. The first payment was in the amount of $629.45 and the second payment was for $750. This paid the account ahead by $903.90.On June 1, 2015, the previous payment of $629.45 was reversed. On June 2, a payment of $241.95 became due on our customer’s account. On June 5, 2015, our customer’s previous payment of $750 was reversed causing the account to be $717.50 past due. On June 8, 2015, as a result of default, our customers account was placed as out for recovery.On June 9, 2015, our customer contacted DriveTime about payments that were made to her account. We requested our customer to send statements showing the payments submitted to DriveTime for review. We informed our customer that she would need to pay her past due amount in order to cease recovery activity.On June 10, 2015, the vehicle was recovered for default. Please refer to page 3 of the Cancel Anytime Lease, section 11 Default, Repossession, and Other Remedies."If you are in default, after waiting any time the law requires, we may… Take (repossess) the Vehicle wherever we find it and enter any property where the Vehicle may be to do so…"At this time we are unable to accommodate our customer’s request. We have made several unsuccessful attempts to contact our customer to discuss her concerns. On June 17, 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 address her concerns.We apologize for any confusion or inconvenience this may have caused. As a goodwill gesture, DriveTime has mailed a $25.00 American Express gift card to our customer’s address.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,[redacted]DriveTimeCustomer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On July 22, 2014, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when he co-signed for the lease of a 2005 Ford Explorer. All lease...

vehicles come with a Life of Lease Limited Warranty, administered by Aeverex. Included you will find the Closed End Motor Vehicle Lease Contract and the Life of Lease Limited Warranty Contract for your reference.At the time of lease, our customer signed and reviewed the Motor Vehicle Periodic Renewal Lease agreement. On Page 2, under section 6, titled Types and Amounts of Required Insurance Coverage, it states:"You agree to notify us immediately… if you 1) changed your insurance carrier…"In addition, on Page 2, section 8 titled Default, Repossession and Other Remedies, it states:"The following are events of default… (c) You do not maintain required insurance… If you are in default, after waiting any time the law requires, we may… (e)Take (repossess) the vehicle wherever we find it and enter any property where the vehicle may be to do so."On January 23, 2015, DriveTime’s Insurance Service Center received a cancelation notice for our customer’s prior insurance policy, effective September 25, 2014. We attempted to call the primary account holder (lessee) of our customer’s account and we sent an email requesting updated proof of insurance.On January 26, 2015, DriveTime made a second attempt to reach out to the lessee on our customers account. At this time we enabled the buzzer in our customer’s vehicle to notify him that his account was in default.On January 28, 2015, we made a third attempt to call the lessee on our customers account. We later received a call from the lessee and we informed him of the insurancedefault. We explained that he had 24 hours to supply us with the proper proof of his new insurance policy.On January 30, 2015, the primary account holder contacted DriveTime to inform us of his new insurance carrier. We advised him that we needed the new policy number and proper proof of insurance documents. We disabled the buzzer on our customer’s vehicle.On May 12, 2015, we sent a letter to our customer to inform him of the need for proof of insurance. We have attached a copy of the letter sent for your reference.On June 2, 2015, DriveTime’s Insurance Service Center attempted to contact our customer to request the new policy information and proof of insurance.On July 2, 2015, our Insurance Service Center made an additional attempt to contact the lessee in regards to his insurance. We activated the buzzer to notify our customer that his account was in default.After no receipt of documentation, we contacted our customer’s new insurance company and they were unable to locate an active insurance policy under the lessee’s name. All DriveTime lease agreements require the account holder to be listed as the named insured on the active insurance policy. This requirement was provided to our customer in the letter we sent to our customer on May 12, 2015.On July 6, 2015, after no further updates or contact from our customer, the account was assigned for recovery.On July 7, a third party agency recovered our customer’s vehicle due to default. Following the recovery, our customer contacted DriveTime’s corporate offices to inquire about redemption. Our customer provided the documents required as proof of insurance and he paid the $25 recovery fee. We informed our customer of the recovery agency’s phone number and the hours of operation to proceed with redeeming his vehicle. On July 8, 2015, our customer redeemed the vehicle.DriveTime was unable to provide our customer with an address as our third party recovery agencies often have multiple lots in which they hold vehicles. We provided our customer with the appropriate contact information in order to make arrangements with the recovery agency directly.On July 15, 2015, we contacted our customer’s insurance carrier regarding our customer’s current insurance policy. They notified us that our customer’s policy had initiated on June 12, 2015, and no policy was in place prior to that time. From January 23, 2015 through July 7, 2015, DriveTime made multiple attempts to contact our customer and the new insurance carrier to obtain required proof of insurance. The required documentation was not provided to DriveTime until after the vehicle was recovered.At this time we are unable to accommodate our customer’s request. We have made several unsuccessful attempts to contact our customer to discuss his concerns. On July 15, 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.We apologize for any confusion or inconvenience this may have caused. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s account.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,[redacted].DriveTimeCustomer 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 concernsOn July 5, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he...

purchased a 2009 Dodge Grand Caravan. 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 in the manner DriveTime reports to the credit bureaus. We have completed the necessary updates with Experian and Equifax, and they have uploaded our customers’ account information for public viewing. We anticipate the enhancements with TransUnion to be completed within 30-60 days.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.After a recent extensive review, we determined that there were serious questions about the ability to report bankruptcy accounts accurately. As a result, we were temporarily unable to report accounts with previously filed bankruptcies, in order to ensure no inaccurate reporting occurred. This change was also required to ensure DriveTime was in compliance with the Fair Credit Reporting Act.At this time, DriveTime has found a resolution to report accurately for accounts that have had a previously dismissed or discharged bankruptcy. We have submitted for reinstatement our customer’s trade line and this update should reflect on our customer’s credit reporting within 30-60 days.On July 9, 2015, DriveTime’s Customer Relations Department reached out to our customer to advise him of the abovementioned information. Our customer stated the cease in reporting resulted in a higher interest rate on a vehicle he recentlypurchased. In regards to the inconvenience, our customer requested DriveTime to accept return of his vehicle and forgive the remaining balance of loan. We advised our customer that we were resolving the credit reporting concern and waiving his deficiency balance would not be an option if he chose to return his vehicle.On July 10, 2015, we submitted for reinstatement of our customer’s trade line. This update should reflect on our customer’s credit reporting within 30-60 days. At this time, we are unable to accommodate our customer’s request for DriveTime to waive the remaining principal balance of $15,198.87 if the vehicle is returned.We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has applied $25 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,[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.I rejected there response because they never fix the grill and the shop they told me to take to said that the grill wasn't covered every time I took there where Drive time told me to take it and then drive time keep say no claim was filed but from the initial trip to the shop and every time I when I told the shop about the grill they put zip tied to keep it place and the [redacted] makes this old rusty squeaky rocking chair sound the shop said because the entire bottom  undercarriage is rusty corridor and there's  nothing they can do about it I have to pay for and drive this [redacted] for 41 months like this so do Drivetime actually think this is good business practices I want a resolution either the price lower or those things fixed 

Regards,

September 4, 2015 Revdex.comPh. [redacted]Fax [redacted]  Re: Complaint # [redacted] To Whom It May Concern: Thank you for bringing this matter to our attention. We...

appreciate the opportunity to address our customer’s concerns. On February 9, 2010, before purchasing a vehicle with DriveTime, our customer filed for Chapter 7 bankruptcy. This bankruptcy was discharged on May 12, 2010. On July 1, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a [redacted]. 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 in the manner DriveTime reports to the credit bureaus. We have completed the necessary updates with the three major credit bureaus, and they have uploaded our customers’ account information for public viewing. 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. After a recent extensive review, we determined that there were serious questions about our ability to report bankruptcy accounts accurately. As a result, we were temporarily unable to report accounts with previously filed bankruptcies, in order to ensure no inaccurate reporting occurred. This change was also required to ensure DriveTime was in compliance with the Fair Credit Reporting Act. At this time, DriveTime has found a resolution to report accurately for accounts that have had a previously discharged bankruptcy. This update should reflect on our customer’s credit reporting within 30-60 days. We will be reinstating these trade lines with [redacted], [redacted], and [redacted].On September 1, 2015, we contacted our customer and came to an amicable resolution. We discussed the above information and advised him to contact us at ###-###-#### with any further questions or concerns. Our customer was pleased with this resolution and considered the matter resolved.We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principle 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, [redacted]DriveTime

November 5, 2015

text-align: justify;">
Revdex.com
Ph. (602) 212-2232
Fax (602) 263-0997 

Re: Complaint # [redacted]

To Whom It May Concern:

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

On October 17, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2007 Ford Explorer. The vehicle came with a 30 day/1,500 mile DriveCare Limited Warranty, administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract, Retail Purchase Agreement, and DriveCare Limited Warranty Agreement for you 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. Please refer to page 1 of the Retail Purchase Agreement, under “Vehicle Return Program”:

“You will give me the ability to return the Vehicle to DriveTime and rescind this Retail Purchase Agreement so long as I return the Vehicle: 1) To the DriveTime dealership where I purchased it within five calendar days….”

On October 23, 2015, our customer contacted DriveTime and advised she was having issues with the front bumper on the vehicle. We contacted Aeverex and requested that they accept a claim for bumper repairs from an in-network repair facility and then forward it to DriveTime for review.

On October 24, 2015, our customer contacted Aeverex regarding her front bumper concerns. Aeverex authorized her to take the vehicle to an out-of-network repair facility for diagnosis and advised that once a claim had been filed, it would be forwarded to DriveTime for review. To date, no claims have been filed with Aeverex by a repair facility.

That same day, our customer contacted DriveTime and inquired into whether we could extend the Vehicle Return Program and allow her to return the vehicle outside the initial five days of her loan. We advised that without a claim on file with Aeverex, this was not an option, but that once the claim had been filed, we could review options to assist. As a goodwill gesture, we approved 3 days of rental reimbursement (up to $25.99 a day) without the vehicle being at a repair facility. This allowed time to have the vehicle diagnosed and an estimate sent to DriveTime for review.

On October 26, 2015, our customer went to the DriveTime dealership where she purchased and advised she was unable to pay for a rental vehicle until the upcoming Friday. The dealership offered to repair the bumper temporarily until our customer was able to take the vehicle to the repair facility on Friday and obtain a rental vehicle. However, our customer was not satisfied with this offer of assistance and advised she would seek legal counsel. To date, no letter of representation from an attorney has been received for our customer.

On November 3, 2015, we contacted our customer and began working toward and amicable resolution. We advised her to contact the repair facility where she had taken the vehicle for diagnosis and have them call a claim into Aeverex. Our customer was agreeable to this and advised she would reach out to the repair facility. Once a claim is on file with Aeverex, we will review options to assist her with any non-covered repairs.

At this time, we are unable to accommodate our customer’s request to be transferred into a different vehicle. We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, DriveTime has credited $25.00 towards 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 800-965-8043.

Sincerely,

[redacted]
DriveTime Customer Relations

November 17, 2015RevDex.comPh.

(602) 264-5299Fax

(602) 263-0997  Re:

Complaint #[redacted]To Whom It

May Concern, Thank you for bringing

this matter to our attention. We appreciate the opportunity to address our

customer’s concerns.On August 08, 2015,

our customer entered into a Simple Interest Retail Installment Contract with

DriveTime when she purchased a 2010 Chevrolet Traverse. Our customer opted to

purchase a 5 year/50,000 mile Vehicle Service Contract (VSC), administered by

Aeverex. Attached you will find the Simple Interest Retail Installment Contract

and Vehicle Service Contract for your reference.All DriveTime

vehicles are thoroughly inspected prior to sale at our DriveTime inspection

centers. Parts that fail inspection are replaced. However, if a part is

functioning at the time of inspection, there is no need to replace it. On September 2,

2015, our customer called in to Aeverex and stated that the check engine light

had come on, the brake pedal was making noise, and that the vehicle hesitates

when going. Aeverex advised our customer to take the vehicle into an in-network

repair facility for diagnostic. On October 16,

2015, an in-network repair facility called in a claim to Aeverex for the repairs

of the hydraulic booster and engine mounts. Aeverex advised the in-network

repair facility that these components were non-covered under the Vehicle

Service Contract. On that same day,

our customer contacted DriveTime and stated that the vehicle was in need of

repairs that are non-covered under the Vehicle Service Contract. DriveTime

advised our customer that we would request an estimate from Aeverex for these

concerns and review for a possible exception to the Vehicle Service Contract. On October 20,

2015, DriveTime made a one-time exception to the Vehicle Service Contract to

cover the cost of repairs of the hydraulic booster and engine mounts for a

total of $1,025.35. On November 11,

2015, an in-network repair facility update a claim with Aeverex for the repair

of the front brake pads, turning the front rotors and purge valve. Aeverex

advised the in-network repair facility that these components are not covered

under the Vehicle Service Contract.That same day, our

customer contacted the DriveTime Customer Relations department in regard to the

non-covered components. DriveTime advised our customer that we would review for

assistance for the non-covered components that would require 24-48 hours to

review. On November 13,

2015, DriveTime made a final exception to the Vehicle Service Contract and

approved the cost of the repairs for a total of $358.04. DriveTime has made

multiple attempts to contact our customer to reach an amicable resolution but

we have not been able to make contact. We encourage our customer to contact

Customer Relations at [redacted] to address her concerns.  We apologize for any inconvenience 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 [redacted] Sincerely, [redacted]

[redacted]r Relations

January 22, 2016

"Cambria",serif; font-size: 12pt;"> 
Revdex.com
Ph. (602) 264-5299
Fax (602) 263-0997 
 
Re: Complaint # [redacted]
 
To Whom It May Concern,
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
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.
Regarding recalls, at the time of sale DriveTime provides our customers with a printed copy of a recall report from the federal government website www.safercar.gov. Our customer signed an Acknowledgement which states:
“I/we know that DriveTime did not create this report and there may be mistakes or missing information. DriveTime said we should contact a new auto dealer to ask them if there are any safety recalls related to the vehicle. After looking at the recall report and having time to ask questions, I/we chose to sign the purchase or lease agreement and I/we understand that I/we do not have any claims against DriveTime related to any safety recalls.”
The recall report provided to our customer listed an open recall on the steering torque sensor. Attached you will find the Recall Report and the Safercar.gov Recall Report Acknowledgement for your review.
On November 27, 2015, our customer entered into a Conditional Sale Contract and Security Agreement with DriveTime when she purchased a 2008 Ford Escape. Our customer purchased a 5 year/50,000 mile Vehicle Service Contract, administered by Aeverex. Attached you will find the Conditional Sale Contract and Security Agreement and Vehicle Service Contract for your reference.
(CONTINUED…FULL RESPONSE SUBMITTED TO Revdex.com)

I am rejecting Mr. [redacted]response due to the fax he did acknowledge Drive Time is no longer interested in the lien and it was sold to several different collection agencies Mr. [redacted] onlybknows of one. I have spoken to the current collection agency that has my account but not the title. Mr [redacted] stated its nothing they can do because they are not longer the lien holder, I stated to Mr. [redacted] even though Drive Time Corporate is no longer the lien hold on the vehicle according to DMV records and the title to which is in reference, Drive Time still remains by law the lien holder. All I am asking is that Drive Time remove their name off as the lien holder, I have given my insurance the bill of sale, and the power of attorney on the car.