DriveTime

February 15,...

2016

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 September 27, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2006 Jeep Commander. Our customer also opted to purchase a 5 year/50,000 mile Vehicle Service Contract, administered by [redacted]. Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference.
On October 6, 2014, our customer contacted [redacted] and expressed multiple mechanical concerns with the vehicle. [redacted] advised him to take the vehicle into our in-network repair facility for diagnostic.
That same day, our in-network repair facility filed a claim for a throttle body clean and a fuel system diagnostic. [redacted] advised them that the repairs were covered.
On October 8, 2014, our customer contacted [redacted] and stated that the check engine light and other warning lights had come on in the vehicle. [redacted] advised him to take the vehicle back to our in-network repair facility for diagnostic. No new claims were filed in regards to our customer’s concerns.                                   �...⇄ /> On April 27, 2015, our customer contacted DriveTime and stated that the traction control light is on and the vehicle had shut off while driving. We advised him to take the vehicle into a repair facility for diagnostic.
On May 5, 2015, our customer contacted [redacted] and stated that the vehicle was not starting. [redacted] also advised him to take the vehicle into our in-network repair facility for diagnostic.
On May 7, 2015, a repair facility filed a claim with [redacted] for the repair of starter motor and an electrical diagnostic. The repairs were covered under the terms of the Vehicle Service Contract.
Continued… (Full versions provided to the Revdex.com)

I have been speaking with Jeremy in customer relations, well up til he made this reply on this case then dropped me like a bag of hot potatoes like the rest of this company has done to me. He called me and made me the offer to refund the license fee but didn't want to mail me the check saying he thought it would get lost in the mail. Then said he would call me the next day to apply it to my next payment that is automatically drafted which he did not. He also told me he had to find the title and where it was so he could see if he could stop the process in [redacted]a so we could submit it to [redacted] for [redacted] plates. I guess they still have not found the title cause he said he would call me to let me know that status as well. I am beyond upset at how this company is treating me and handling this. Had they done the title and registration when I bought the car (almost 4 months now) I would not be having this issue. I want my title found NOW and I want the refund I was promised or I will be seeking out an attorney very soon.

On February 16, 2016, our customer contacted Aeverex with concerns about the vehicle’s battery and high idling. Aeverex referred him to an in-network repair facility to have the vehicle diagnosed.
On February 19, 2016, DriveTime contacted our customer to address his concerns about having to pay a diagnostic or deductible charge. We advised that per the terms of the DriveCare Limited Warranty, he would not be responsible for any diagnostic fees or deductibles within the first 30 days and 1,500 miles of the loan.
On February 23, 2016, an in-network repair facility filed a claim with Aeverex for the battery, electrical diagnosis, and front transmission mount. Aeverex approved these repairs and fees in full under the terms of the DriveCare Limited Warranty for a total of $320.18.
On April 13, 2016, our customer contacted Aeverex with concerns about a noise in the front end of the vehicle. He informed Aeverex that the in-network repair facility was unable to diagnose the issue until the sound worsened.
On April 19, 2016, we spoke with our customer in regard to his mechanical concerns. We encouraged him to have an in-network repair facility file a claim with Aeverex so we could review options for possible assistance. As a one-time courtesy, we made an exception to approve the diagnostic fee in full on an upcoming claim.
We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has applied a $25.00 credit towards our customer’s principal balance.

I did receive a call from Carlos at Drivetime regarding my complaint to the Revdex.com. He informed me that the person that deleted the 30 day late mark did so by mistake so they then put it back on. He informed me that it was against the law to remove a 30 day late from your credit report (If so the person that did it before broke the law) I know this to be untrue, I am asking for a good will adjustment to my credit report. It is not fair to my wife and I that we paid all this money for the car and worked so hard building our credit up just to have this one 30 day late mark on our credit ruin 5 years of hard work. I do not want this on my credit report for the next 7 years. You can plainly see that I did in fact trade the Altima in and that I was in constant contact with both DT and the other dealership until the payoff was received. I am being punished for the dealership taking so long to pay off my car and that is extremely unfair. To make it worse I dealt with this exact issue in the past to the point of calling the corporate office to have it removed to which they agreed and removed it now they say "Sorry it was a mistake" Mistake or not it was deleted and should have been left deleted. Even if I have to call everyday until I speak to the CEO of the company I will not rest until this negative mark is removed. I am asking that DT puts themselves in my shoes. Work hard for 5 years to better your credit score paying 20% interest and $27,000 on a 2008 car plus working hard to make sure that all other bills are paid on time so that you can better your credit for a better future for yourself and your family, When you finally get to where you want to be it is all ruined because of 1 simple late payment that was 100% beyond your control. How would that make you feel? I truly appreciate DT for trusting me and giving me the opportunity to purchase a car when no other dealers would, I just ask that they now do the right thing.

August 25, 2016

New Roman" size="3"> 
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.
On May 12, 2016, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2014 Dodge Avenger. Attached you will find a copy of the Contract for your review. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation.
During the contracting process on May 12, 2016, DriveTime required a proof of income from our customer to ensure income was sufficient to maintain loan payments. Our customer provided us with a Proof of Income letter from his employer showing a hire date of April 20, 2016.
Under the terms of the Retail Installment Contract, we notify the customer that we may perform after sale verification of the information provided to us by the customer. On June 22, 2016, DriveTime contacted our customer’s employer as part of the verification process. The employer stated that our customer is not employed with them and has never been employed with their company. Additionally, they informed us that the manager who signed our customer’s Proof of Income letter is no longer employed with them.
On or around June 23, 2016, DriveTime spoke with our customer to inform him of the after sale verification concerns. DriveTime instructed our customer to provide Proof of Income from the employer, such as a paycheck stub. DriveTime made clear to our customer that if he was unable to provide this documentation, then we would need the vehicle returned to the dealership. Our customer stated that he would not provide any additional documentation and also would not return the vehicle.
On July 21, 2016, DriveTime recovered the vehicle.
FULL RESPONSE ATTACHED

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.

Since Drivetime will not honor the paperwork and what there sales manager told me and the Revdex.com refuses to suggest mediation, arbitration, return any of my phone calls or have drivetime up hold the Revdex.com Code of Business Practices. drivetime should not be able to lie to consumers and steal there money all the time hiding behind the Revdex.com by throwing money at them. if the Revdex.com was here for the consumers like they claim. they would return or contact me and others and not just close out cases. return the van and for drivetime to return my down payment back.

Regards,

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address the authorized third party’s concerns. Since our last correspondence with the Revdex.com, the vehicle has been taken to a Volkswagen Dealership and a claim has been filed with the DriveTime Claims Department. The Volkswagen Service Center has recommended a fuel pump replacement. The fuel pump replacement is a covered repair under the limited warranty. Page 2, section label "warranty co-payment" of the DriveCare Limited warranty, states: "…Year 3 (day 731-1095) $250 per warranty repair visit…" Our customers are required to pay a $250 copay on any warranty-covered component(s) in the third year of their warranty. Please see the DriveCare Limited warranty agreement for your review. On March 19, 2014, our customer contacted us and we have reached an amicable resolution. DriveTime has agreed to waive $150 of our customer’s copay. Our customer will be required to pay $100 of her copay for repairs. 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

May 15, 2014 Lyndsey Mullens Revdex.com Ph. ###-###-#### Fax ###-###-#### Re: Complaint # [redacted] Dear Ms. Mullens, Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns....

On April 30, 2014, our customer entered into a Cancel Anytime Lease with DriveTime, when he leased a 2006 PONTIAC GRAND PRIX. The vehicle came with a limited warranty, administered by [redacted]. Included you will find the Cancel Anytime Lease contract and the limited warranty agreement for your reference. On May 14, 2014, we reached out to our customer regarding his Revdex.com complaint. Our customer advised DriveTime the repair facility recommended additional repairs, which were denied under the warranty. We explained to our customer the warranty is designed to address failures or items below national safety standards. We explained to our customer recommended repairs do not fall into either of these categories. We explained to our customer [redacted] is a third party vendor and DriveTime cannot require them to alter their contract. Advised our customer if he has concerns with repairs being denied, he needs to contact the warranty administrator. We explained to our customer he has the right to return his vehicle at any time, as it is a Cancel Anytime Lease. We are unable to accommodate our customer’s request to perform the non-warranty covered repairs. We encourage our customer to follow the warranty process. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s account. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations

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.If this company doesn't feel like this car was sold to me with bad rotors that were already wearing out, then why offer anything at all? To say that I drove the car 9900 miles is absurd because I have owned several cars and rotors and brakes don't usually get replaced every 10k miles. When I initially contacted them about the brakes that wasn't the mileage and how would customer relations know the mileage when only Averex asks the mileage on the car when you call in, not drive time customer service or customer relations. I did some research on these cars and pretty much every forum online about a Dodge Journey references complaints about the brake system failing even on brand new cars.  Also, customer relations left me a voice mail about the decision made after they made me contact a shop 150 miles away for the diagnostic (which was already done on Saturday) and after [redacted] refused to send a diagnostic because drive time coincidentally terminated their contract with them after I filed this complaint with Revdex.com. Drive Time didn't mention anything about $50 toward a diagnostic test because they knew the diagnostic test was completed, but they did offer to defer one $220 payment after I submit a receipt proving I have already had the work done and paid out of pocket and $312 was the lowest estimate I got. Four other mechanics in the city I reside quoted me from $370 to $475. Am I being forced to drive another 150 miles to pay $312? This is ludacris. But none of what customer relations offered me was mentioned in their response and if they are right or don't feel liable in any way, why offer anything? What I was offered was an insult and this morning around 645am something popped under my front driver side wheel and the brakes continously getting worse. By the time I'm able to get to Champion in Columbia SC, I may not have brakes at all. I could've at least been offered a loaner car while mine is not working properly because the problem is only getting worse. I am not satisfied.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.This complaint is not resolved. It is worse. I am not sure why this was ever closed. Please contact me to continue this complaint. I pay for a car that I am unable to drive. It has spent more than 5 consecutive months (out of the 18 months I have had it) -  in the shop and I have not been reimbursed for any repairs. All I want is a drivable vehicle and since  I pay $500/month that request shouldn’t be that hard to accomadate. This has been going on for greater than one year (3 month after the purchase). I am broken as a result, spending hours on the phone to no avail. This has led to a huge financial burden. I have offered on more to be as flexible and understanding as possible; however drivetime has not. How is it okay for a company to take $500/month for me without providing a product.  I plan to get the media involved at the suggestion of my attorney. The attorney says I will pay more legal fees than repairs  - so that rout does not seem practical; however, at this point It may be the best option as a matter of principle.I travel 90% of the time; I only drive the car on weekends. It is impossible to say that all of these problems are normal wear and tear. PLEASE PLEASE contact me ASAP. This needs a quick resolution.Regards,[redacted]

Dear Ms. [redacted],

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

On March 15, 2014, our customer entered into a simple interest retail installment contract when she purchased a 2008 CHEVROLET IMPALA V6...

FFV. Our customer also purchased an optional DriveCare Powertrain Protection Plan, administered by Aeverex. The simple interest retail installment contract and DriveCare Powertrain Protection Plan are attached for your  reference.

On May 8, 2014, our customer contacted us stating she was having issues with the throttle body, gear shifter, and catalytic converter and requested to exchange vehicles. We advised our customer we were unable to exchange her vehicle, but recommended she have a claim filed with an in-network repair facility to have the vehicle diagnosed. We granted an exception to waive the $50 diagnostic fee and referred our customer to a repair facility.

On May 12, 2014, the repair facility contacted us recommending a throttle body service and to repair the wire harness for the shifter.

At this time, DriveTime has agreed to accommodate our customer’s request to approve her repairs as a goodwill exception.

As a goodwill gesture, DriveTime has applied a $25.00 principal only credit to our customer’s account.

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

Sincerely,

DriveTime

Customer Relations

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

On March 15, 2014, our customer entered into a simple interest retail installment contract when she purchased a 2006 TOYOTA TUNDRA 2WD V8. Our customer also purchased a...

Powertrain Protection Plan, administered by Aeverex. The simple interest retail installment contract and Powertrain Protection Plan are attached for your reference.

On May 20, 2014, we contacted our customer in response to her Revdex.com complaint. We advised out customer to take the vehicle to a DriveTime repair facility for diagnosis of repairs not covered under the protection plan.

At this time, we have reached an amicable resolution with our customer as DriveTime has agreed to pay for the non-covered repairs.

As a goodwill gesture, DriveTime has applied a $25.00 principal only credit to our customer’s account.

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

Sincerely,

DriveTime

Customer Relations

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

On March 23, 2012, our customers entered into a Simple Interest Retail Installment Contract when they purchased a 2008 Dodge Charger. The...

vehicle came with a 3 year/36,000 mile limited warranty. Included you will find the Simple Interest Retail Installment Contract and the limited warranty for your reference.

We have attempted to contact our customers to discuss their concerns, but have been unsuccessful. On September 19, 2014, we sent a letter via certified mail to our customers’ address on file. The purpose of this letter is to inform our customers of our attempts to reach out to them. We encourage our customers to contact our Customer Relations department at [redacted], to discuss their concerns.

At this time, we are unable to accommodate our customers’ request to return the vehicle without any negative effects to their credit and refund their down payment. However, we are able to review the current issues with the vehicle for assistance.

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

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

Sincerely,

DriveTime

Customer Relations

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

On November 11, 2014, we came to an amicable resolution with our customer. As a courtesy, we have agreed to cover the fuel filter, seatbelt retractor, and spark plugs. Our customer understands she is responsible for the air filter and oil change.

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 re-address our customer’s concerns.

DriveTime’s approval process is subject to verification of employment. DriveTime has made attempts to contact our customer’s place of employment in an attempt to verify information. Per our customer’s request, DriveTime has ceased communication to our customer’s place of employment.

DriveTime’s loan advisors utilize a myriad of resources when attempting to assist our customers with bringing their account current. The purpose of keeping in contact with our customers who have become delinquent, is to prevent them from accruing additional interest, accruing late fees, and the recovery of the vehicle. DriveTime follows the parameters set forth by the [redacted] regarding when and how frequent such calls can be made. Per the account details, DriveTime has not attempted to contact our customer outside of the designated time frame parameter.

DriveTime does not typically send email correspondence to our customers other than to inform that we cannot discuss account information via email. We advised our customer of this communication policy and requested he contact our Customer Relations department in order to assist.

Per our customer’s request, we have put a full cease and desist on our customer’s account allowing for letters and emails only. Although all collection activity via telephone will permanently cease for the duration of the Contract, our customer is still responsible for any remaining payments over the duration of the Contract. Please refer to the Simple Interest Retail Installment Contract for additional consequences related to non-payment, up to and including repossession of vehicle.

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

Thank you,

DriveTime

Customer Relations

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

On April 29, 2014, our customer entered into a Simple Interest Retail Installment contract with DriveTime when she purchased a 2011 Ford Fusion. Attached...

you will find the Simple Interest Retail Installment for your reference.

On November 19, 2014, we contacted our customer and came to amicable resolution. As a goodwill gesture, we will credit our customer’s account balance $75.00 for the stop payment and overdraft fees assessed by her financial institution. In addition, we will waive our customer’s $15.00 nonsufficient funds fee assessed by DriveTime.

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

[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,[redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On March 11, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2010 Dodge Avenger. Attached you will find...

the Simple Interest Retail Installment Contract for your reference. When our customers’ accounts fall past due, we make daily attempts to contact them to discuss their account. Since April 22, 2015, the date our customer’s account fell past due, DriveTime has placed calls out to our customers no more than once per day to each number on file. As our customer has three phone numbers on file with us, a total of three phone calls were made to our customer on a daily basis. The actions described in our customer’s correspondence are clearly not in keeping with DriveTime's set standards of service and support. DriveTime strives to make each customer’s experience both rewarding and pleasant, while ensuring that every customer is treated with the utmost respect. Our collections department is designed to work with the customer, as well as collect delinquent payments.During the first months of the loan, it is very important to build payment history. Therefore, during this time, we are unable to make future payment arrangements on the account, as it is essential that our customers make payments on time. Should our customers’ accounts fall past due during this period, their vehicles are contractually eligible for recovery. Per our customer’s request, we have placed a “cease-and-desist” on his account that will allow only written outbound communication with him via email and letters. On April 27, 2015, we sent an email and a letter to our customer in an effort to make contact with him and address his concerns. We encourage him to contact DriveTime at ###-###-####.As a goodwill gesture, DriveTime has credited $25.00 to our customer’s principal balance.DriveTime thanks the Revdex.com for their continued support. If you have any questions, please contact us at ###-###-####. Sincerely,[redacted]DriveTime Customer Relations

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

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.

Regards,