DriveTime

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On February 26, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2008 Dodge...

Avenger. Our customer also opted into purchasing a 36 month/36,000 mile Vehicle Service Contract, administered by Aeverex. Attached is the Simple Interest Retail Installment Contract and the Vehicle Service Contract for your reference.  On April 20, 2015, our customer contacted [redacted] and reported electrical concerns for her vehicle. [redacted] informed our customer that electrical repairs are not covered under the Vehicle Service Contract. Please refer to page three of the Vehicle Service Contract, under section labeled Exclusion- What This Vehicle Service Contract Does Not Cover: "All parts not specifically listed as Covered Parts are not covered under this Contract..." On May 18, 2015, we contacted our customer and encouraged her to take her vehicle to a repair facility for an updated diagnostic test. We informed our customer we have submitted a request to [redacted] to accept a claim for non-covered components under the Vehicle Service Contract, so that we may review for possible assistance. 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 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

Re: Complaint #[redacted] Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On April 22, 2014, our customer entered into a Closed End Motor Vehicle Lease Contract with...

DriveTime when she leased a 2008 Pontiac Torrent. The Closed End Motor Vehicle Lease Contract has been attached for your review. At the time of lease, our customer agreed to make 59 semi-monthly payments of $223.08 beginning on May 10, 2014. On Page 3 of the Closed End Motor Vehicle Lease Contract, under subsection 11, "Default, Repossession and Other Remedies," it is stated: "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…" In addition, subsection 11 states: "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…." On July 13, 2015, our customer contacted DriveTime to discuss payment arrangements on her account. We informed our customer of our 0 day grace period but made an exception to allow our customer until July 15, 2015 to pay her past due amount of $221.16. On July 20, 2015, we attempted to reach out to our customer to inform her of the status of her account, but was unsuccessful.On July 22, 2015, DriveTime exercised our contractual right to secure our customer’s vehicle for non-payment. Later that day, our customer contacted DriveTime stating she made her payment on July 16. We informed our customer we had not yet received that payment. Our customer then provided us with a reference number for proof of payment. We encouraged our customer, in the future, to contact DriveTime with her reference number to ensure we receive her payments if there are payment arrangements made on her account. We found our customer’s payment was applied to the incorrect account. Due to this system error, DriveTime has waived our customer’s tow fee and credited her account one payment as a good-will gesture. We apologize for any inconvenience or confusion this has caused. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [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.

Hello the reason why I rejected is because the customer services is really bad they are not trying to help me they keep telling me some one will contact me an I can not drive my  car at this time this vehicle was never inspected because when I got the vehicle they slip up an said that they just had got this car in from a repostion/repo I can not drive this vehicle the check engine light is on an I can nearly make it to a corner an they are not being helpful I been missing work do to a bad car sold to me all my payment are current an they are not helping me I am still waiting on a call from Monday I know this vehicle was not inspected due to I had to take time off of work to take it to get smog on July 14,2015 to revive my tags this is all bad business I don't under stand why she will leave that out of the report I ask them if they can provide me the date time an year this car was inspected they can not the strust were bad in I been called that in since the first week I have gotten the car they can either fix the problems or refund me my money back what is best for them I have been stressed out missing work I need them to get to the bottom line

Regards,

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. 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 loan-servicing department is designed to work with our customers, as well as cure account delinquency.On June 9, 2012, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2010 Chevrolet Malibu. Attached you will find the Simple Interest Retail Installment Contract for your reference. On May 19, 2013, the co-signer on our customer’s account passed away. Throughout the following two years of our customer’s loan, her account fell past due on multiple occasions. When our customers’ accounts fall past due, we make regular attempts to contact them and cure their account delinquency. These calls can be suspended by customers making arrangements with a loan advisor when they cannot make a payment as scheduled. On August 5, 2015, our customer contacted DriveTime about her past due payment. We informed her of the Life Assistance program DriveTime offers to customers who purchased vehicles between November 28, 2011 and December 31, 2012. This program is outlined on page 5 of the Simple Interest Retail Installment Contract under “Life Assistance”: “In the event you die during the term of this Contract (or while amounts are owed under it), the total amount You owe to us at the time of your death will not be owed to us, provided you are not in default under this contract. Life Assistance applies when any buyer, co-buyer or co-signer dies – only one death is required.” DriveTime advised our customer against making any further payments, as her loan would be paid off under the terms of the Life Assistance program after a copy of the co-signer’s death certificate was received. On August 10, 2015, DriveTime received a copy of the co-signer’s death certificate and the status of our customer’s loan was updated to reflect as “paid in full.” Our customer contacted DriveTime and inquired into whether she would receive a refund for the funds she had paid toward her loan in the time after the co-signer passed away. It is the responsibility of a customer or third party to contact DriveTime about the Life Assistance program after a DriveTime customer passes away. Our customer advised that while she had never mentioned the Life Assistance program to a DriveTime representative, she recalled having sent in a copy of the death certificate shortly after the co-signer had passed away. We informed our customer that we had no record of having received the death certificate at that time. At this time, DriveTime has made an exception to reimburse our customer all funds paid into her loan after May 19, 2013, the date the co-signer passed away—a total of $8,990.08. Likewise, we will remove all negative credit impacts that were reported after that date from our customer’s credit reporting. This update should reflect on her credit reporting within 30 to 60 days. On August 19, 2015, we contacted our customer and addressed her concerns. We discussed the above information and advised we would be mailing a check for $8,990.08 to her address on file that should arrive in 7 to 10 business days. Our customer was satisfied with this resolution, and we ended our correspondence on amicable terms.DriveTime thanks the Revdex.com for their continued support. If you have any questions, please contact us at ###-###-####. Sincerely,[redacted].DriveTime Customer Relations

September 18, 2015

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To Who It May Concern:
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
 
On March 19, 2010, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2006 Chevrolet HHR. Attached you will find the Simple Interest Retail Installment Contract for your reference.
 
DriveTime offer eligible customers loan modifications to extend the life of their loan and delay payments to assist with financial hardships. Our customer was granted a total of five loan modifications from June 24, 2011, through May 26, 2015. The first page of the loan modification document state:
 
“This modification allows you to not make a payment or payments and not be in default under your contract with us. The interest you owe on this account is calculated using the simple interest method. Interest continues to accrue during this period of time. As a result, you will owe more interest because you are not making payments….”
 
In a simple interest loan, interest is charged per day on the financed balance remaining. Each payment made would first apply towards the amount of daily interest. Any additional amount paid would then be applied to the principal balance of the loan. At the time of purchase, our customer had the opportunity to sign and review her Simple Interest Retail Installment Contract. On page two, under subsection Finance Charges, it states:
           
“This is a simple interest Contract. The finance charges you pay will depend on how you make your payments. Your actual finance charges may be more than the disclosed Finance charges if you make your payments late or in less than the scheduled amount. We will apply payments to late charges, finance charges and to the unpaid balance of the cash price and other charges in any manner we choose unless we are required by law to apply payments in a particular order...”
 
On September 15, 2015, DriveTime contacted our customer to address her complaint. We advised our customer we were willing to offer a settlement in which the customer would pay $700, and DriveTime would release the title and waive the remaining deficiency balance. The customer advised she would accept the offer and agreed to pay the balance within 30 days. Our customer advised she was happy with the resolution and considered the matter resolved.
 
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted]
 
Sincerely,
 
[redacted]
DriveTime
Customer Relations

none of what the company drivetime is stating is true at all my insurance company in fact sent them a copy of the declarations page as well as the policy to the email and to the fax the drivetime company provided secondly the vehicle was never held because of lack of accurate declaration page on my part of my insurance part it was held because I had to come up with the repo and lot fees to get the vehicle out which I had to borrow from my boss in the form of an advance which he will take out of my check weekly and not give me a Christmas bonus to pay for this advance with the impending holidays and having three children I hope you know how hard this is on a person it is very hard Snd extremely difficult as you can imagine to carry that financial burden this company drivetime has screwed me out of this money knowing all the time that I had insurance it was a known fact and that is what kills me thirdly the person from drivetime that answered my call said the reason my car was repossessed was because of the insurance issue and this is the second or third time I've made payments to drivetime and if I don't personally call them and give them the receipt number the payment I'd not always credited yo my account showing I am behind when I've actually paid this happened to me the first time they illegally repo my vehicle but I just let that one go Snd didn't press the issue bug his time it's to close to Christmas I can't afford to be out this kind of money sorry I demand action I demand my money back it's the right thing I paid my payments and I had insurance it's not tight yo do what drivetime is doing yo me

December 31, 2015

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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 November 6, 2015, our customer entered into a Closed End Motor Vehicle Lease with DriveTime when he leased a 2007 Chrysler Sebring. The vehicle came with a Vehicle Service Contract for the life of the lease, administered by [redacted]. Attached you will find the Closed End Motor Vehicle Lease and Vehicle Service Contract for your reference.
On November 11, 2015, our customer contacted [redacted] and stated concerns with the vehicle making a noise while turning. [redacted] advised our customer to take the vehicle into an in-network repair facility for diagnostic.
On that same day, our in-network repair facility filed a claim with [redacted] for the repairs of steering pump, steering fluid, both front tires, wheel lip, evaporator core, and A/C recharge. [redacted] advised our in-network repair facility that the repair of the evaporator core and A/C recharge were covered under warranty with a repair facility who had previously addressed that concern. They also advised that all other repairs listed were covered under the terms of the Vehicle Service Contract.
On November 12, 2015, [redacted] contacted the secondary repair facility and made arrangements with them to pick up the vehicle and address the repairs that were previously completed at their shop. The advised [redacted] that they would cover the evaporator core and A/C recharge repairs under their warranty.
Continued…

(Full version provided to the Revdex.com)

Concern:
·         Our customer stated that he previously filed a Revdex.com complaint due to DT not...

reporting the trade line to any of the credit bureaus ·         Our customer stated that he was promised that we would report to all three credit bureaus for at least 1 year
 Resolution: ·         $25.00 gift card sent to the address provided
·         Unfortunately, DriveTime was unable to update the trade like in May 2015 due to a previous bankruptcy.
·         Due to the loan being paid off, DT is unable to update the trade line with Experian and Transunion at this time
·         DT has requested a manual update with Equifax, as they are the only bureau in which we can reinstate the trade line.

There are a variety of factors that affect the down payment required for the vehicle, whichmay include and are not limited to, the customer’s credit history, monthly income, price ofthe vehicle, and length of the loan. This is not a decision made by someone at ourdealerships; this is an automated process that includes a proprietary DriveTime credit scorefor each customer and takes into consideration DriveTime’s underwriting guidelines.
For example, we have limits on the ratio of a customer’s loan payment to their monthlyincome (“PTI”). If a customer’s PTI is outside our guidelines, we will ask the customer toincrease their down payment so the loan payment is reduced and falls within our guidelines.This can happen when a customer selects a more expensive vehicle, which will increasethe loan payment unless the customer makes a bigger down payment. Or, it can happenwhen a customer wants to have a lower APR, which requires a higher down payment. Inan attempt to keep our customers APR the same in this case, we required a higher downpayment when re-contracting.
We post the prices of our vehicles online and on all of our vehicles at our dealerships.Prices of the vehicles do not change.
The increase in the down payment has nothing to do with the prior account. For ourcustomer’s prior account we offered to waive the past due balance, which we did.

Some of the provided information is very misleading and not true, but I will  focus on what's important. When I purchased my 2010 Equinox my highest possible down payment I had to pay to Drivetime was about $700-$800 because of my credit and other qualifying factors, and that was for the most expensive vehicle on the lot. They failed to mention that I went to the dealership after I had the Equinox sent to the body shop. I went up to the manager and asked had the equinoxes sent to the body shop. I went up to the manager and asked if they can hold a 2012 Buick LaCrosse, which was the  same price of the Ford Taurus that I eventually bought.The manager's name was Bernard. He looked up my previous account with the equinox and express that I wouldn't have to pay another down payment because the difference in prices of the two vehicles was not that far apart. Then he proceeded to tell me that they couldn't hold a vehicle because I already had one in my name with DriveTime. The day before I purchased the Ford Taurus there was no indication whatsoever that I will have to pay a higher deposit. The day that I'll purchase the Ford the managers deliberated for at least an hour on what my deposit was going to be. I feel like DriveTime charge me an additional down payment to cover the payments that wasn't paid at the end of the last contract, which couldn't be paid because of the rental cost. The difference between the two vehicles is $1500 so why would I pay a $500 deposit on one vehicle and then pay the same amount for another vehicle of similar  price?? I was told one thing by there management and they acted on another thing. They're never honest and they're never about the customer. Once again I feel like they charged me another down payment to cover lost money and I would like my refund

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 signed and reviewed the following attached documents:   ·         Simple Interest Retail Installment Contract ·         Retail Purchase Agreement ·         What you need to know about financing a vehicle with DriveTime   By signing the above mentioned documents, our customer acknowledged and agreed to pay back the total sale price of the vehicle.   On page 3 of the Simple Interest Retail Installment Contract, under subsection Finance Charges, it reads:   “This is a simple interest Contract. The finance charges you pay will depend on how you make your payments. Your actual finance charges may be more than the disclosed Finance Charges if you make your payments late or in less than the scheduled amount. …”   Our customer has been 61 days past due nine times, 31 days past due five times, 20 days past due five times, 10 days past due six times, and 5 days past due six times. Because this is a simple interest loan, additional interest does accrue every day payments are late. Payments made towards DriveTime apply towards to the interest balance first. As long as payments are made on time, the ratio for what is applied to the interest versus principal increases in favor of the principal balance.   If our customer wishes to no longer proceed with the vehicle and loan, she is responsible for the return of the vehicle to one of our DriveTime dealerships. With the return of her vehicle, this will report as an involuntary surrender to the major credit bureaus and she would remain responsible for any deficiency balance.   At this time, we have not been able to reach out customer. We will continue to our efforts until we agree upon an amicable resolution.

August 2, 2016

6.5pt;">    Revdex.com Ph. (602) 264-5299 Fax (602) 263-0997     Re: Complaint # [redacted] To Who It May Concern: Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.   On January 18, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2004 GMC Envoy. The vehicle came with a 30-day / 1,500-mile DriveCare Limited Warranty, administered by Aeverex. Our customer opted to purchase an additional 5-year / 50,000-mile Vehicle Service Contract, also administered by Aeverex. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. Attached will be the Simple Interest Retail Installment Contract, the Vehicle Service Contract, and the DriveCare Limited Warranty for your reference.   On April 3, 2014, our customer contacted Aeverex to express concerns with the gas tank. Aeverex encouraged her to have a diagnosis completed at an in-network repair facility.   On April 4, 2014, an in-network repair facility initiated a claim with Aeverex for the fuel delivery lines and the fuel delivery pump. Aeverex approved the fuel delivery pump under the Vehicle Service Contract, totaling $484.19. However, the fuel delivery lines were not covered under the Vehicle Service Contract.   On April 9, 2014, our customer contacted DriveTime concerned about the out of pocket cost for the fuel delivery line. We offered to review options of possible reimbursement once she sent in a copy of the paid receipts.   On April 10, 2014, DriveTime offered to reimbursement $253.35 (50%) of the out of pocket repair cost. Our customer accepted our offer of resolution.   On September 4, 2014, our customer informed DriveTime that she had to pay $300 out of pocket for repairs along with other matters, and needed assistance with the past due balance. We offered her a six bi-weekly payment deferment once she makes two regular payments ($396.30).       On September 18, 2014, after receiving the payment of $396.30, we performed a six payment deferment for our customer.   On May 3, 2016, our customer voiced concerns with the payments on her account. She informed us that she paid out of pocket for a water pump replacement along with other medical bills. We offered to provide a six bi-weekly payment deferment once she makes one regular payment ($198.15).   On May 7, 2016, after receiving the payment of $198.15, we performed a six payment deferment for our customer.   On June 13, 2016, our customer contacted Aeverex to express concerns with the AC being inoperable. Aeverex informed her that AC components are non-covered under the Vehicle Service Contract.   On July 28, 2016, we spoke with our customer in regards to her mechanical concerns with the vehicle. We informed our customer she will need to have a diagnosis completed at an in- network repair facility and to send in all invoices and receipts for repairs she paid for. Once we have a diagnosis completed, we will review options of possible assistance. Our customer expressed dissatisfaction with our process. She informed us that she will be seeking legal counsel and disconnected the call.   At this time, DriveTime is unable to accommodate our customer’s request to place her into another vehicle. We do require a diagnosis to be completed first and invoices for prior repairs. Without such, we are unable to verify our customer’s concerns with the vehicle and cannot determine a precise resolution.   We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, DriveTime has applied a $25.00 credit towards our customer’s account 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, Carlos S. Customer Relations

As my complaint specified when Aeverex in warranty mechanic Viking HD could not diagnose my BMW's issues it was referred to the OEM specialists at B[redacted] BMW as you see in attached documents where the issue was diagnosed as a blown engine requiring a new engine. Aeverex immediately asked B[redacted] BMW to release the vehicle and had it towed to Viking HD ( damaging the rear bumper en route which was blamed on B[redacted] BMW per Aeverex's mechanic Viking HD. There the same mechanic that could not diagnose the car was supplied with a damaged used motor by Aeverex to replace mine. (Sopposedly covered against defects for up to 1 year per Aeverex) as well banging up my car up and master brake cylinder that made my car brakes fail while driving due to fluid from the master cylinder dripping all over the brake booster damaging it. The same used motor with a gas spraying fuel rail that almost ignited me in my car and they had to repair again. This lead me to take the car to a actual specialist mechanic Gold Wing Motors who found the countless mistakes on my car and fixed them ending the domino effect Aeverex inexperienced mechanics caused. They made a huge profit of me and still gauged me with incompetence at my expense which I feel should be refunded with regards to my experiences with this Corp.

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On November 2, 2013, our customer entered into a retail installment contract when she purchased a 2010 Nissan Sentra. She agreed to make 49 monthly...

payments of $459.72 and one final payment of $459.57, with the first payment beginning on December 2, 2013. The vehicle came with a 3 year/36,000 mile limited warranty. The retail installment contract and limited warranty agreement are attached for your reference. On December 2, we did not receive our customer’s first payment. We attempted to contact our customer to setup payment arrangements, but were unsuccessful. On December 9, our customer contacted us stating she had to pay $200 for new tires and wanted to make her payment on December 29. We advised her we were unable to accept a payment arrangement so early into the loan and at 10 days past due, her account would be reviewed for possible recovery. At this time, the account was 7 days past due. On December 12, our customer contacted us to request more time to make her payment. As a goodwill gesture, DriveTime approved a payment arrangement for December 16 for a full payment of $459.72. No payment was made. On December 20, we recovered our collateral. Our customer was 38 days into the loan and was 18 days past due. Our customer made a $2,600 down payment to purchase the vehicle. DriveTime offers a refund $600 of our customer’s down payment. As a goodwill gesture, DriveTime has mailed a $25.00 [redacted] 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 800-965-8043. Sincerely, [redacted]. DriveTime Customer Relations

Dear Ms. [redacted],

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

On February 11, 2014, our customers entered into Closed End Motor Vehicle Lease Contract when they leased a 2006 [redacted]...

[redacted]. The vehicle came with a 3 year/36,000 mile limited warranty administered by [redacted]. The lease contract and limited warranty agreement are included for your reference.

On March 3, 2014, we contacted our customers and they advised us they were having issues with gas mileage and shocks. We advised our customers to contact [redacted] and they would be referred to a repair facility to diagnose the vehicle. Our customers are within 30 days of the lease date and would not have to pay the $100 deductible required to diagnose the vehicle. At this time, a claim has not been filed. Once a claim is filed, we will review for further assistance.

We are unable to accommodate our customers’ request to return vehicle and a refund of their full down payment.

As a goodwill gesture, DriveTime has credited $25.00 to our customers’ 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].

DriveTime

Customer Relations

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

On February 8, 2013, our customers entered into a retail installment contract when they purchased a 2006 Chrysler Sebring, with 102,232 miles. The vehicle came with a 3...

year/36,000 mile limited warranty administered by Aeverex. Included you will find the retail installment contract and the limited warranty agreement for your reference.

On July 10, 2013, our customers contacted Aeverex stating the vehicle would not start. Our customers were referred to a repair facility. Aeverex informed our customers of the $100 deductible, tow reimbursement (up to $75), and rental reimbursement on approved repairs at $25.99+ tax a day.

On July 15, the repair facility contacted Aeverex and stated the starter motor needed to be replaced. The claim was fully approved. Aeverex also approved the towing reimbursement. At this time, the vehicle’s mileage was 123,342 miles.

On September 28, our customers contacted Aeverex stating the vehicle shakes. Our customers were referred to a repair facility.

On November 6, our customers contacted Aeverex stating the check engine light was on and the vehicle is shaking. Our customers were referred to a repair facility.

On November 8, the repair facility contacted Aeverex and recommended replacing the cam sensor. Aeverex denied the cam sensor replacement since it is a non-covered component under the limited warranty. At this time, the vehicle’s mileage was 138, 177.

On February 20, 2014, our customers contacted Aeverex inquiring about the alternator. Aeverex informed our customers the alternator is not covered under the 5 year/60,000 mile warranty. At this time, the vehicle’s mileage was 150,973.

On February 26, the repair facility contacted Aeverex and recommended an engine replacement at 150,973 miles.

On February 27, Aeverex requested our customers submit oil change receipts.

On February 28, a third party inspector stated the engine seized up. The engine was very low on oil due to long-term oil leak form the timing cover and oil pan gasket.

On March 3, Aeverex requested our customers to authorize the repair facility to remove the oil pan for further diagnosis.

On March 12, we contacted our customers to discuss the engine replacement. Our customers stated they do not have oil change receipts because a friend of their completed the oil changes, and not a repair facility. We informed our customers we need oil change receipts. We informed our customers according to page two of the DriveTime’s DriveCare limited warranty agreement, under gasoline engine, it states:

"…DriveTime reserves the right to request maintenance records before approval of warranty claims."

Our customers informed us Aeverex was requesting them to pay the oil pan to be removed for further diagnosis. We informed our customers according to page three of the DriveTime’s DriveCare limited warranty agreement, under warranty co-payment, it states:

"…If the repair vendor is unable to diagnose the problem in the first hour of labor but ultimately determines the repair is covered under DRIVECARE PLUS, DriveTime will pay for the additional diagnosis time. If the diagnosed repair is not covered under DRIVECARE PLUS, Customer will pay all additional diagnosis labor costs at the regular repair vendor rate. "

At this time, we are unable to accommodate our customers request to repair the vehicle or refund of monies paid. We encourage our customers to approved additional diagnosis on the vehicle. We also encourage our customers to submit their receipts for any out of pocket expenses for review, for possible payment assistance.

As a goodwill gesture, DriveTime has applied a $25.00 principal only credit to our customers’ 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

March 31, 2014 [redacted] Revdex.com Ph. [redacted] Fax [redacted] Re: Complaint # [redacted]

Dear [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s...

concerns. On December 14, 2013, our customer entered into a retail installment contract when he purchased a [redacted]. Our customer also purchased a service contract administered by [redacted]. I have included the retail installment contract and the service contract for your reference. At the time of sale, our customer elected to purchase these optional products:  Service Contract  GAP Coverage  GPS Attached is the "Optional Products – Disclosure," for your review. All DriveTime vehicles are thoroughly inspected prior to sale. DriveTime offers a Vehicle Return Program, which gives our customers the ability to return the vehicle and terminate their retail installment contract. Our customers must return the vehicle to the dealership where they purchased within five calendar days. Attached is the signed document, "What you need to know about financing a vehicle with DriveTime," for you review. A timeline of our customer’s repairs is as follows: On December 18, 2013, our customer contacted [redacted] and stated he was experiencing mechanical issues. [redacted] referred our customer to a repair facility to have the vehicle diagnosed.  On December 23, 2013, a claim was filed by the repair facility stating the steering pump and battery needed to be repaired. The claim was approved under the limited warranty.  On December 26, 2013, a claim was filed by the repair facility stating the rack and pinion, alignment, steering hose and steering fluid needed to be repaired. The claim was approved under the limited warranty.  On December 27, 2013, a claim was filed by the repair facility stating the vehicle needed the meridian steering pump, rack and pressure line repaired. The claim was approved under the limited warranty. Our customer also inquired about rental. [redacted] offered him a 2-day rental reimbursement. Our customer declined this offer. On December 31, 2013, a claim was filed by the repair facility stating the seal gaskets needed to be replaced. The claim was approve under the limited warranty.  On February 21, 2014, our customer contacted [redacted] and stated his window was not working. [redacted] advised him the window is a non-covered component under the limited warranty. On March 24, 2014, we contacted our customer and offered payment assistance for any out of pocket repair expense(s). Our customer declined our offer. At this time, we are unable to accommodate our customer’s request to transfer him into another vehicle. 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 [redacted]. Sincerely, [redacted] DriveTime Customer Relations

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns. On March 20, 2014, our customer informed us of the repair facility’s recommendations to properly diagnose and repair her vehicle. Our customer also stated that she was unable to provide the repair facility with the adequate time needed to carry out the needed diagnostic tests. Without allowing a certified mechanic the ability to diagnose her vehicle thoroughly, our customer is hindering the necessary steps needed to address the mechanical issues which are present in her vehicle. DriveTime understands our customer is receiving conflicting recommendations in regards to the “black sludge” in the engine of her vehicle. Our customer has the right to carry out the recommendations of her choosing, as each of the repair facilities are certified mechanics. Our customer can also bring her vehicle to the original manufacturer repair facility at her own discretion. We encourage our customer to contact Aeverex, the administrator of the limited warranty, to explore available options in regards to this course of action. As a goodwill gesture, DriveTime has offered our customer rental reimbursement for the time needed while her vehicle is comprehensively diagnosed by a repair facility of her choosing. If our customer should have to incur any expenses for repairs not covered by the limited warranty, she can submit repair invoices to DriveTime, which will then be reviewed for possible payment assistance. 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]DriveTimeCustomer 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.I've written to you before about this matter,the ref# was [redacted]. I'm writing again because I still have multiple issues with my car and it is still under a year old. I'm beyond frustrated because not only is my car WAY over priced so I can't even trade it in to a reputable company but drive time themselves told me they won't trade with me if I owe more than $4500. I'm currently paying $420 a month without fail and all I want is a vehicle that works for that amount of money. It is a constant battle with this car and I'm tired of going out of pocket for repairs. I feel that a proper inpection could not have possibly been done. They sold me a lemon and they're giving me the run around any time I need something done. My fear is after next month (when its been a year) I will not even get any help from them. This company is the worse.I want a car that works. I understand I'm obligated to continue paying the loan but if im going to pay$14000 I want the car to work

Regards,