DriveTime

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The facts present to you are half true. My car set in the shop from the time frame describe for more than a month. After contacting drive time with all receipts of out of pocket. I was told by [redacted] that the warranty company covered all expense. That fact is in corrected. I had to pay out of pocket for a new battery on a car less than 2 months, the belts and the thermostat. Currently I just picked my car up from the Acura dealership from when my turbo went out and was told they could only replace the turbo and that the warranty wouldn't cover yet another calytical converter and that they would clean the best they could but wouldn't guarantee that the same problem won't happen again down the line. Applying 25.00 on my principal balance was good, but I was told someone would contact about the issues that I'm currently experience with my Acura. I have tried to call Erica back several times to get no answer nor receive a call back or no certified letter. I would so like this problem to be fixed better then drive time providing feedback to Revdex.com that covers nothing about rectifing this car that has had problems that was over looked during inspection just to make a sell. The papers were signed after a 5 minute test drive around the corner to avoid seeing the lights come on to detect engine troubles. If inspection were conducted throughly why did they smack new brack on worn out rotors...

Regards,[redacted]

October 20, 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 October 24, 2013, our customer entered into a Closed End Motor Vehicle Lease with DriveTime when she leased a 2006 Dodge Durango. 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.
At the time of lease, our customer agreed to make 65 bi-weekly payments of $234.50. Our customer final payment due date was May 20, 2016.
On May 5, 2016, our customer spoke with DriveTime to obtain a payoff quote. After receiving the payoff, she made her final lease installment payment to satisfy the payoff of her lease vehicle.
After the payment posted, on May 24, 2016, DriveTime changed the status of our customer’s account to show as a paid in full lease. DriveTime mailed the title of the vehicle to our customer’s address.
On August 4, 2016, our customer spoke with DriveTime to inform us that she had not received her title. On this same day, we reordered a title reprint that we could resend to our customer. The typical time frame for a duplicate title to be received from the state DMV is 4-6 weeks.
On October 7, 2016, DriveTime received the duplicate title from the DMV.
On October 17 2016, DriveTime spoke with our customer to address her concerns. We apologized for the delay in receiving the duplicate title and the lack of communication that she had received during the process. We confirmed that we have the correct address for our customer so the title could be resent to her.
(Full response provided to the Revdex.com)

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.Thank you for all assistance that have been provided through today. I received the Revdex.com response on April 21, 2015 and will address all issue in order.The January 2, 2014 "Purchase" Issue: When I purchased this "Power Train Protection Coverage as reccomended by the "Salesperson", at the price of: $2,695.00, I was not with the understanding that I had no real coverage. I now find that this is not a full service "Extended Coverage Protection Package" and is/have asked that: Drive Time, Inc., removed this coverage from this loan and there is a problem.I am being told that I have to submit this request to: Aeverex for this request to be processed. I have made no contact with Aeverex when I contracted to purchase this vehicle and should not have to negocate this issue now. Issue #2: On January 29, 2015, I contacted Drive Time and was advised to contact Averex and was given their contact number. No claim was filed because this company did not cover anything that was on the list of suggested repairs at the time. If this vehicle had been fully checked before being sold, it would not have needed a "Tune Up" in fourteen (14) months after purchase; (2). Front Tire Sensors - light has been on every since I have had the vehicle and is still on; (3). I am requesting that I be provided a copy of: The Full System Service Check List, unless this company wants to pay for this as suggested by: [redacted].Issue #3: February 6, 2015 & March 31, 2015: I was advised to take this vehicle back to [redacted] for a "Full Diagnostic Evaluation and submit a Claim". I did at my cost of $90.00 waisted, filed a claim and the results are still the same. Averex warranty is not coverage that this company needs to be reccomending/adding on to/suggesting that customer purchase/add on the their vehicles. My question is: During the life of this company pushing the Averex Coverage, how many "Claims" have they paid/accepted and with what timeline?Summary: First, I am enjoying my vehicle. Next, I know that 21.6% interest is high but I accepted this interest rate. I am not complaining about the interest. My issues are: The Company not being truthful about the: (1). Passenger seat frame; (2). Passenger door panel; and (3). Front Tire Sensors. Plus the removal/credit of Averex Coverage, is what I am asking to be covered by: Drive-Time, Inc.My $90.00 is also being requested to be reimbursed. Drive Time knew that this company was not going to pay for anything on this recent: Diagnostic Test, done by [redacted]. My final request:1. [redacted] - offered on April 17, 2015, that I agree to pay: $527.08 on/by: May 5, 2015........I agree to this amount of payment;2. This payment leaves a pass due balance of $443.54..I agree; 3. I opt not to defer remaining: $443.54 payment but allow me to pay this amount at: $528.54 per month (without daily phone call) until this $443.54 is pain in full;4. That this company cover: $598.33, for the repairs for the door panel;5. That this company cover: $657.95, repairs;6. Again: remove/credit the $2,695.00, and provide me with the amount of credit allowed and the balance of the "LOAN" after all is finalized.Finally: All request are being asked for the repairs be approved/paid for immediately. Please not that I am upside down in this car and the only offers are to start from scratch. That is something that I do not want to do. I will be reccomending another customer to purchase a car from your company within the next one to two months, from your [redacted] Location.Issues at hand:(1). The two seats: the passanger & drivers seats falling apart;(2). Service Light still coming on and off;(3). Other issues listed on the repair list from [redacted];(4). A $2,695.00 - Powertrain Protection Coverage;(5). 21% Interested that is not listed on the Sales Gap Addendum;(6). Black Book - Buy Back Offer from: [redacted];(7). A Monthly Payment of $443.54;(8). I am now: Upside -Down in this car. I awaite on your decision.Regards,[redacted]

I don't agree with the seller and I do that we are owed our money back. It is not fair to people that work hard for there money and people take advantage of them we put over $3000.00 dollars into a vechicle that clearly shows falsification in the milage. And to offer a person a  25.00 dollar gift. certificate is not going to get it. This needs to be recorrected you all got your vechicle back and I was left without one. You all need to give me money back because the CONCTRACT became nowl and void when it showed that the miles clearly had been changed on more than one occasion.

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

On February 9, 2011, our customers entered into a retail installment contract when they purchased a 2007 Chrysler Sebring. 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 October 31, 2012, our customers’ loan charged off for non-payment, at 116 days past due. On February 22, 2013, our customers informed us of the location of the vehicle. On February 25, we recovered our collateral.

On November 5, 2013, we received a letter of correspondence from our customers disputing how DriveTime was reporting their credit. Our customers’ correspondence had insufficient information to validate their request. DriveTime had received return mail from the last known address for our customers. We sent a response to the address on the letter our customers sent, requesting they contact us and verify their account information so that we could respond to their request. A copy of the insufficient information letter is attached for your reference.

On January 3, 2014, we received another letter of correspondence from our customers disputing the status of their credit report. We sent another response requesting our customers contact us so that we may verify the information on file so that we may respond to their requests.

We have attempted to reach our customers via telephone, but have been unsuccessful.

At this time, we are unable accommodate our customers’ request. Our records indicate we are accurately reporting to the credit bureaus, Charge-off Involuntary Repossession with a remaining principal balance of $9,348.

As a goodwill gesture, DriveTime would like to mail a $25.00 American Express gift card to our customers as soon as we can verify their address.

We encourage our customers to contact us to verify the information on file, so that we may respond to their request.

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

 

Sincerely,

DriveTime

Customer Relations

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

On April 10, 2010, our customer entered into a retail installment contract when she purchased a 2007 Kia Rondo. I have included the retail installment contract for your...

reference.

We have been in contact with our customer and reached an amicable resolution. DriveTime does not send monthly statements. We encourage our customers with active accounts to review their account history via www.mydrivetime.com . Our customer’s account as is not in an active status and therefore cannot be viewed via our online portal. We have sent our customer a payment history of her

account.

As a goodwill gesture, DriveTime has sent our customer a $25.00 American Express Gift Card.

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

Sincerely, 

DriveTime

Customer Relations

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

At this time, we are unable to accommodate our customer’s request to release her from the vehicle contract and refund the money put into the loan.

On September 10, 2014, there was an inspector sent out to address the rust concern on the vehicle to see if it was a safety issue.

The inspector found the following:

- All four of the brake calipers and bolts were rusted.

- The front rotors were rusted and the back rotors were rusted to the hub bearing.

- The control arms on the rear suspension were rusted.

- Indicated it looks like there are new brake lines under the vehicle.

The inspector’s opinion for the cause of damage:

- Rusted calipers and rotors

Due to these findings and our customer being in the first 30 days of her loan, [redacted], the vehicle service provider, made an exception to cover the repairs affected by the rust. The repairs included the front rotors, back rotors, and all four brake pads.

On September 16, 2014, the repair facility that completed the work above, called into [redacted] stating the trim on the column was loose. The repair facility tightened it at no cost.

Our customer is stating there was prior water damage to the vehicle, causing the rust issue. We provided our customer with the [redacted] that was clear of any water damage.

In addition, page two (2) of the Buyers Guide document, which our customer signed at the time of purchase provides a list of some major defects that may occur in used motor vehicles, under section "Frame & Body" it states:

"…Frame-cracks, corrective welds, or rusted through."

If any further issues come up with the vehicle, we encourage our customer to contact [redacted] to file a claim.

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

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.  The service has been performed and I consider this complaint resolved.

Regards,

November 14, 2014
Lyndsey Mullens
Revdex.com

Re: Complaint # [redacted]
Dear [redacted],
Thank you for bringing this matter to our attention. We...

appreciate the opportunity to address our non-customer’s concern. On November 13, 2014, we reached out to the non-customer to address her concerns. We advised that on November 17, 2012, a credit application was ran for the non-customer; however, no vehicle was purchased. We advised inquiries are managed by the credit bureaus, but hard credit inquiries are removed from a consumer’s credit report after two years. In this case, November 17, 2014, would be the two-year mark for the non-customer. As of December 1, 2014, the inquiry should no longer appear on her credit report. However, if it is still reporting in December, we encourage her to submit a credit dispute for the inquiry to be removed.
As a goodwill gesture, DriveTime has mailed a $25 [redacted] gift card to our non-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 [redacted]
Sincerely,
DriveTime
Customer Relations

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On January 23, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime, when he leased a 2007 Nissan Quest. 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.  On February 2, 2015, we contacted our customer and are working towards an amicable resolution. Once the vehicle is diagnosed, we can review for possible assistance. At this time, we are assisting our customer with a rental vehicle while the customer’s vehicle is being diagnosed. 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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On August 17, 2012, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2006 Dodge Stratus. Attached you will find...

the Simple Interest Retail Installment Contract for your reference. At the time of sale, our customers agreed to make 99 Bi-Weekly payments of $182.01 and 1 final payment of $181.62 beginning September 14, 2012. On January 31, 2015, our customer’s account charged-off at 127 days past due for $1,855.10 On February 5, 2015, DriveTime exercised their contractual right to secure the vehicle, due to the account charging off for non-payment. Please refer to the "Simple Interest Retail Installment Contract," section labeled "Default": "You will be in default if you do not make any payment in full when such payment is due...Additionally, we may take back (repossess) the vehicle" On February 6, 2015, a "Redemption and Reinstatement Form" letter was sent to our customer. The purpose of this letter is to notify our customer of their right to either redeem or reinstate the vehicle within 10 days from the date of the letter. Attached is the "Redemption and Reinstatement Form" for your reference. Later that day, we advised our customer that $2,050 is required to redeem the vehicle. We also informed our customer that any additional storage and/or repair fees that accrued while the vehicle is at auction would be her responsibility. We provided our customer with the auction’s contact information to inquire about their fees due. Our customer stated she would not be able make a payment until February 20, 2015.On February 6, 2015, DriveTime made an exception to place a "hold" on the vehicle at auction. This hold allows the customer 7 days to make a payment and prevents the vehicle from being sold at auction. On February 17, 2015, we informed our customer that the vehicle is no longer under the "on hold" status; therefore, any repairs needed could be initiated by the auction and that the vehicle could be up for sale. Our customer stated she would not be able to make a payment until February 27, 2015. DriveTime then made the exception to place a second hold on the vehicle. We encouraged our customer to keep in contact with us if she is unable to make any payments within the next 7 days. On February 27, 2015, our customer requested DriveTime to have the vehicle transported from the auction once payment is made to redeem the vehicle. We informed our customer, she would responsible to pick the vehicle up directly from auction. We provided our customer the number to the auction and encouraged our customer to contact them directly to get an estimate for separate storage/repair fees owed directly to them. Later that day, our customer contacted us stating there was an additional $500 for repairs completed on the vehicle while at auction. Our customer stated she was not informed of any repair cost she would be required to pay. We informed our customer the previous conversation she had with DriveTime in regards to the potential repair cost added by auction. Our customer advised she would be making the payment of $2050 at Walmart. On February 28, 2015, we informed our customer a "release request" was sent to the auction. We encouraged our customer to contact the auction directly for more information on picking up the vehicle. On March 3, 2015, our customer contacted us and stated the vehicle is not drivable due to a tie rod being broken. Our customer stated she had an inspection done at Sears prior to repossession and the vehicle was in good condition. We informed our customer we would research this and follow up with her when we have additional information. On March 6, 2015, we informed our customer that the additional repairs completed on the vehicle at auction were needed, as the vehicle was not safe to drive. We encouraged our customer to send the Sears repair information to review and compare with the repairs completed at auction. Our customer stated she would not be able to send the paperwork until March 9, 2015. On March 16, 2015, we informed our customer that the repairs completed at auction correlated with comments noted on page one of the Sear’s Inspection Report, under section titled "Under Car" the general comments state: "Oil pan gasket leak; possible front bearing noise." Attached you will find the Sears Inspection Report and the Auction Repair record for your review. We encouraged our customer to contact the auction directly to set up an appointment to pick up the vehicle and get a complete estimate for additional fees that made have accrued at auction. Our customer has until March 31, 2015 to pick up the vehicle or it would be considered abandoned and sold at auction.At this time, we are unable to accommodate our customer’s requests. As a goodwill gesture, DriveTime has mailed a $50.00 [redacted] gift card to the address listed on file. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I am not satisfied with the response from DriveTime and do not accept their response for the following reasons:1)  Had I not initiated a business requirement to run my credit report, I would have never been aware that DriveTime was not reporting me to the 3 credit bureaus as they stated they would when I signed my contract.  All they needed to do was to inform their customers that a "suppression" had occurred and that would have been the responsible thing to do in making their customers aware of this action.  Not being informed upfront does not sit well with me because it appears very underhanded and unprofessional.2)  You state that you "understand the importance of building and maintaining a credit score" but you contradict yourself by your actions.  I will not and can not do business with a company that says one thing and then does anther.  You need to be held accountable for your actions or rather lack of accountability.  I have done my due diligience by making my payments at least 3 weeks early every month for 15 months and can not get credit for anything I have tried to get credit with.3)  It's all good that you will have this matter settled in 30-60 days which is the same answer that was given me 30 days ago (obviously no countdown has even begun). 4)  I have paid out a total of approximately $11,000 to-date and even though you state you have begun making the necessary reports, I'm still left with the fact that had I never needed a credit report, I'd have no knowledge of your zero reporting.Therefore, I am only going to be satisfied if the following takes place:a. I will return the vehicle to DriveTime and walk away from this shoddy business and b.  refund to me at least 50% of all monies I have paid to you thus far.  I will NOT being making any more payments on this vehicle and will file a lawsuit if I am reported as a repossession.

Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns. 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 e-mail and letters. In his previous letter to the Revdex.com, he stated:             “I ask that all contact be made through my e-mail address or in writing.” By placing this cease-and-desist on our customer’s account, we were attempting to honor his wishes to the best of our ability. If our customer would like the cease-and-desist removed from his account, he may contact DriveTime and request this at any time, and it will be promptly removed. On May 1, 2015, our customer contacted DriveTime at nine days past due on his first payment. Our customer asked if he could make a double payment on May 15. We informed him we are unable to make those payment arrangements this early into the loan. We advised him the cease-and-desist on his account made it difficult to communicate with him about past due payments. However, at no point did we advise our customer that payment arrangements could not be made because of the cease-and-desist. DriveTime places importance on our customers’ payment habits in the first six months of the loan. We have found this time period is an indicator of how our customers will continue making payments throughout the life of the loan. Therefore, during this time, we refrain from making payment arrangements on accounts, as it is essential for our customers to make payments on time. The actions described in our customer’s correspondence are clearly not 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 resolve past due balances.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. At this time, we have not received any correspondence from our customer. We encourage him to contact DriveTime at ###-###-####.DriveTime thanks the Revdex.com for their continued support. If you have any questions, please contact us at ###-###-####.Sincerely,[redacted]DriveTime Customer Relations

June 2, 2015[redacted]Revdex.comPh. [redacted]Fax [redacted]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 7, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a 2008 Chevrolet Impala. All lease vehicles come with a Driver’s Seat Limited Warranty, administered by [redacted]. Included you will find the Closed End Motor Vehicle Lease Contract and the Driver’s Seat Limited Warranty for your reference.All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, it will not be replaced.Page one of the "Lease Vehicle Inspection Checklist" under Important Reminder, states:"Our focus of the multi-point inspection is primarily the safety and reliability of your vehicle…Please insure you are comfortable with the condition of the vehicle prior to purchasing."Additionally, on page one of the "Lease Vehicle Inspection 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 "Lease Vehicle Inspection Checklist." Attached you will the Lease Vehicle Inspection Checklist for your review.On April 10, 2015, our customer contacted [redacted] with concerns about the vehicle vibrating and hesitating. [redacted] referred our customer to an in-network repair facility to have the vehicle diagnosed.On April 13, 2015, a repair facility filed a claim with [redacted] for the engine mounts, transmission mounts, and transmission diagnosis. All recommended repairs were approved under the terms of the Driver’s Seat Limited Warranty.On April 16, 2015, our customer took the vehicle to the same repair facility with concerns over the front speaker, steering wheel shaking, transmission jerking and brake noise. The repair facility found no failure demonstrated with the brake noise, transmission jerking and steering wheel shaking. [redacted] did approve the electrical diagnosis, turning the front rotor and replacing the audio speaker under the terms of the Driver’s Seat Limited Warranty.On April 29, 2015, our customer brought the vehicle to a different repair facility. The repair facility inspected the vehicle for a vibration in the engine mounts, noise in the brakes and a buzzing in the speaker. The repair facility found there was a separation in the engine mount, but no failure was demonstrated with the brakes and speaker. [redacted] approved the diagnosis fee on this claim.On April 30, 2015, our customer contacted [redacted] in regards to the repair. [redacted] then advised the customer to have the vehicle returned to the original repair facility, [redacted], to have the repair facility warranty the part of the engine mount and referred our customer back to the previous repair facility.On May 1, 2015, the previous repair facility found no issue with the engine mount. A third party independent inspector was to conduct an unbiased inspection for the on-going concerns of the engine mounts. At that time, the inspector concluded that the engine and transmission mounts were in new and good condition. The inspector concluded that no repairs were needed.On May 26, 2015, our customer contacted [redacted] in regards to concerns with the vehicle’s transmission and air conditioning. [redacted] referred the customer to take the vehicle to a repair facility to have the issues addressed.At this time, there are no new updated claims that have been called into [redacted]. We encourage our customer to take her vehicle to a repair facility for an updated diagnostic test. Once a claim is filed through [redacted], we may review for possible assistance on non-covered components under the Driver’s Seat Limited Warranty.On June 4, 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 have made several unsuccessful attempts to contact our customer to discuss her concerns. We encourage our customer to contact our customer relations department at 800-965-8043.As a goodwill gesture, DriveTime has credited $25.00 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

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 October 16, 2013, our customer entered into a Simple Interest Retail Installment Contract with...

DriveTime when she purchased a 2006 Ford Taurus. Attached you will find the Simple Interest Retail Installment Contract for your reference.On June 1, 2015, our customer contacted DriveTime’s corporate offices regarding an unauthorized payment of $399.40 that was taken out of her account. We advised her that the payment was listed on the account; however, we would need a bank statement in order to verify the payment was drafted in order to send her a reimbursement check.On June 2, 2015, our customer contacted DriveTime’s Customer Relations department regarding her concerns. We informed her that we had received the requested bank statements and we would send the refund check to her as soon as possible. We advised our customer to expect the check by Friday, June 5, 2015.One June 5, 2015, our customer contacted DriveTime regarding her refund check. She informed us that she was unable to cash the check due to a message from the bank. Our customer stated the bank informed her she only had the option to either deposit the check or to return it to DriveTime. Our customer informed us she would deposit the check to see if it would clear.On June 12, 2015, our customer contacted DriveTime regarding her refund check. She informed us that she was unable to deposit the check due to a stop-payment placed on it.After reviewing the situation further, DriveTime found there was an account error in the processing of the first check, resulting in a voided check. DriveTime then reissued a second check to be sent to our customer.On June 16, 2015, our customer contacted DriveTime regarding her previous check. We apologized for the miscommunication and advised her a new check for $399.40 had been issued and was being mailed overnight. On June 23, 2015, we contacted our customer regarding her reimbursement check. Our customer confirmed that she had received the check at end of the day on June 19 and advised she would notify us if there were any issues once she had deposited it.  We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has applied $25.00 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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concernsOn May 5, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2011 Chevrolet Equinox. At the time of sale our...

customer purchased 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.At the time of purchase our customer signed and reviewed the attached Customer Delivery Checklist. 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 reviewed the included Retail Purchase Agreement. On page one, under subsection Vehicle Return Program, it states:"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 (excluding the date of purchase, Sundays, and days DriveTime is closed for holidays), no later than the close of business on the fifth calendar day."On May 5, 2015, a Goodyear initiated a repair claim with Aeverex. After performing a diagnosis, the repair facility reported repairs needed for rotor resurfacing. Aeverex approved the cost of the diagnosis and the repair for the rotors at a total of $325.95.On May 22, 2015, our customer contacted DriveTime’s Customer Relations Department to discuss her mechanical concerns. Our customer inquired about returning her vehicle. We informed her that would not be an option at this time. We encouraged our customer to take the vehicle to a repair facility to be diagnosed. Once a claim is filed with Aeverex, we could then determine if the repairs are covered by the Vehicle Service Contract and review non-covered components for possible assistance.On May 23, 2015, an original equipment manufacturer (OEM) filed a repair claim with Aeverex. The OEM reported repairs needed for the radio and one tire pressure sensor. Aeverex approved the cost of the diagnostic fee and all reported repairs for a total of $901.15.On June 1, 2015, our customer contacted DriveTime’s Customer Relations Department in regards to the concerns with her tire pressure sensor. We received confirmation that Goodyear had reprogrammed the sensors prior to the vehicle being taken to the OEM, but no related repairs were performed. We then informed our customer that in order to address the tire pressure sensor concern she would need to return the vehicle to the OEM. If the issue is related to repairs performed at the OEM, they would warranty their work.On June 1, 2015, the OEM updated the claim to include a radio control panel and the other three tire pressure sensors. Aeverex approved the updated repairs for a total of $812.31.On June 3, 2015, DriveTime Customer Relations contacted our customer to address her concerns. We referenced the approval made on June 1, 2015, and asked our customer if she was still experiencing any issues. Our customer explained she was still having issues with the tire pressure sensors. We encouraged our customer to return the vehicle to the OEM to address her concern related to the previous repairs. Once the claim is filed with Aeverex we can review options for possible assistance. Our customer declined this offer.At this time, we are unable to accommodate our customer’s request. 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

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns.On June 25, 2015, a repair facility initiated a repair claim with Aeverex. The repair facility noted a replacement of the engine and the engine assembly were needed to resolve our customer’s mechanical concerns. Aeverex sent a third party inspector to verify the concerns reported by the repair facility.On June 29, 2015, Aeverex received the inspection report from the third party inspector. The report noted the cause of failure was an undetermined internal failure to the engine and the vehicle required the engine to be rebuilt or replaced. On June 30, 2015, Aeverex ordered the parts for the replacement engine from LKQ, an approved parts vendor.On July 15, 2015, the part was delivered to the repair facility. On July 16, 2015, Aeverex approved the cost of all repairs reported for a total of $3,834.15.While LKQ is a third party parts vendor, this period of delay is not consistent with the level of customer service we strive to achieve for our customers.On June 24 2015, as a goodwill gesture, we requested for a biweekly payment of $213.15 to be applied to our customer’s account. We encourage our customer to contact our Customer Relations Department at ###-###-####, to better address his concerns.Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,[redacted]DriveTime Customer Relations

October 31, 2015RevDex.comPh.

(602) 212-2232Fax

(602) 263-0997  Re: Complaint # [redacted]                            To

whom it may concern: Thank

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

re-address our customer’s concerns. 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 Experian, Equifax, and TransUnion.Should our

customer has any questions or concerns regarding this update, we encourage him

to contact DriveTime Customer Relations at [redacted] DriveTime thanks the Revdex.com for their

ongoing support. Should you have any questions or concerns, please contact us

by calling us at 8[redacted]

Sincerely,[redacted] DriveTimeCustomer

Relations

January 21, 2016

justify;"> 
Revdex.com
 
Re: Complaint # [redacted]
 
Dear Ms. [redacted]
 
We appreciate the opportunity to address our customer’s concerns.
 
On December 31, 2015, our customer contacted DriveTime in regard to the returned payment not reflecting on her bank statements. She requested that DriveTime provide her financial institution with a letter of release for $190.00 that was in the process of being refunded. We advised our customer DriveTime could provide her financial institution with a verbal confirmation, but would be unable to provide a letter that day.
On January 4, 2016, at 14 days past due, our customer contacted DriveTime to make arrangements for a postdated payment of $320.00 to be withdrawn on January 7, 2016. We advised her that if her account reached 15 days past due, a late fee could be charged.
The next day, at 15 days past due, a $5.00 late fee was assessed to our customers account. On page 1 of the Simple Interest Retail Installment Contract under the section labeled “Late Payment” it is stated:
 
“You must pay a late charge on the part of each payment not made within 15 days after the date the payment is due.”
 
On January 16, 2016, DriveTime contacted our customer and came to an amicable resolution. We advised our customer that the $5.00 late payment fee would be waived due to the confusion with her previous payment; likewise, her account would not be reported as delinquent to the credit bureaus, as the account did not exceed 31 days past due.
 
As an additional goodwill gesture, DriveTime has applied a $25.00 credit toward our customer’s principal balance.
 
Should you have any questions or concerns, please contact DriveTime Customer Relations at 800-965-8043.
Sincerely,
 
DriveTime Customer Relations
Tell us why here...

CONCERN: Our customer stated she has been having mechanical concerns with the vehicle since time of purchase Our customer stated that the motor in the vehicle has gone out and the alternator has gone out twice, and the driver’s seat is loose and squeaky Our customer...

stated [redacted] will not assist with fixing the driver’s seat Our customer stated  that the transmission went out DESIRED RESOLUTION: Our customer would like to be placed into a different vehicle Our customer would like to return the vehicle and be refunded for her trade-in vehicle OUTCOME: $25.00 credit to our customer’s principal balance 5 days of a direct bill rental vehicle as all repairs currently needed have been approved through [redacted], with the exception of the Catalytic converter and rotors.