DriveTime

September 16, 2016

13pt;">  Jasmine Hill Revdex.com Ph. ###-###-#### Fax ###-###-####   Re: Complaint # 11701928 Dear Ms. Hill, Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.   On June 4, 2016, our customer entered into a Simple Interest Retail Installment Contract when he purchased a 2013 Chevrolet Sonic from DriveTime. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. The vehicle came with a 30 day/1,500 mile DriveCare Limited Warranty, administered by Aeverex. Our customer purchased an additional 5 year/50,000 mile Vehicle Service Contract, also administered by Aeverex.   Attached you will find the Simple Interest Retail Installment Contract, DriveCare Limited Warranty, Vehicle Service Contract, and Customer Delivery Checklist for your reference.   DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no need to replace it. On the “Customer Delivery Checklist,” under “Important Reminder,” it is stated:   “Our focus in the multi-point inspection is primarily the safety and reliability of your vehicle…. Please ensure you are comfortable with the condition of the vehicle prior to purchasing.”   On August 17, 2016, our customer contacted DriveTime regarding mechanical concerns. We encouraged him to take the vehicle to an in-network repair facility and to contact Aeverex for additional warranty assistance. Likewise, we advised that we would request an itemized estimate from Aeverex for any non-covered repairs for review and the options for possible assistance once a claim was filed.   On August 22, 2016, an Original Equipment Manufacturer (OEM) filed a claim with Aeverex for the hvac diagnosis. In addition, the OEM stated that they found a leak in the vehicles A/C compressor. Aeverex approved the hvac diagnosis and compressor under the terms of the Vehicle Service Contract.

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

On March 12, 2013, our customer purchased a 2007 Mercedes-Benz C-Class with 87,645 miles. 

At the time of sale, our customer reviewed and signed the “What you need to know about financing a vehicle with DriveTime” agreement. Page 2, section “vehicle inspection” states: “You are purchasing a used vehicle which may have had paint or body work we did not perform and are not aware of. You had an opportunity to inspect your vehicle and are satisfied with it”.

Our customer also reviewed and signed a limited warranty agreement at time of purchase. The limited warranty covers major mechanical repairs and air conditioning repairs. Tires, brakes, seals, and other maintenance repairs are not covered by the limited warranty. 

On May 31, our repair facility recommended a speed sensor replacement. Our repair facility recommended the vehicle be taken to a Mercedes-Benz dealership for further diagnosis. The

vehicle had been driven 3,212 miles. 

On June 4, the Mercedes-Benz dealership recommended the following repairs: Battery Rack and pinion valve body.  The valve body repair was covered under the limited warranty. The battery and rack pinion were denied as non-covered components under the limited warranty.

On September 19, the Mercedes-Benz dealership recommended the following repairs: Cooling fan motor.  The cooling fan motor was covered under the limited warranty. The vehicle had been driven 7,925 miles. 

On December 14, our customer contacted us and stated the vehicle would not start. We referred our customer to the limited warranty. A claim was never filed.  

On December 23, the Mercedes-Benz dealership contacted us. They recommended the following repairs:  

-Windshield washer fluid pump

-Washer hose

- Strut bushings

-Right centrifuge cover

-License plate blubs

-Left headlight bulb

-Rack and pinion

-Battery

-Negative battery cable

-Transmission-output shaft seal

 

The claim was denied under the limited warranty, as all the repairs are non-covered components. The vehicle had been driven 13,492 miles. 

At this time, we are unable to accommodate our customer’s request to repair the rack and pinion.  Our customer continued to drive the vehicle with a known repair issue since June 4.  We have offered our customer payment deferments for current repairs not covered by the limited warranty.  As an exception, we have agreed to repair the transmission-output shaft seal.                  

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

April 7, 2014 [redacted]Revdex.com Ph. ###-###-#### Fax ###-###-#### 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 October 5, 2009, our customer entered into a retail installment contract as a co-buyer, when purchasing a 2003 Ford Mustang. I have included the retail installment contract for your reference. On April 3, 2014, we contacted our customer to address his concerns. We advised our customer we are unable to accommodate his request to delete his trade line from all three credit bureaus. At this time, we are reporting accurately, as Involuntary Repossession – Charge off. DriveTime would like to take this time to offer our customer the following: DriveTime agrees to: ? Submit an update to all three (3) major Credit Bureau reporting agencies to report DriveTime trade line as Settled Charge Off. In exchange, customer agrees to: ? Remit payment to DriveTime via certified funds in the amount of $952.24 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 ###-###-####. Sincerely, [redacted] DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On July 05, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2004 Honda CR-V. Included you will find a...

copy of the Simple Interest Retail Installment Contract for your reference. At the time of sale, our customers are provided with the Retail Purchase Agreement. On page one (1) under the section Vehicle Return Program in paragraph one (1) it states the following:"We will give you the ability to return the Vehicle to DriveTime and terminate this retail purchase agreement so long as you return the Vehicle: 1) To the DriveTime dealership where you purchased it within five (5) 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…..4)Having driven it no more than 300 miles; 5) Without damage or having been in an accident; and 6) if the vehicle is driven more than 300 miles, DriveTime may either refuse to accept the vehicle back or at DriveTime’s election may charge and you will pay $1.00 per mile for each mile the Vehicle was driven over 300 miles". In paragraph two (2) it states the following:"Required fees will be deducted from my down payment refund. If I paid my down payment by check or debit card, you will pay me and/or return my trade in by the earlier of )a_ when I provide evidence to you the check or debit transacation cleared or (b) 15 business days after my purchase of the vehicle."On July 08, 2014, our customer utilized the vehicle return program and returned the vehicle to the dealership location he purchased from. Although our customer was within the five (5) day return period, he exceeded the 300 mile limitation by 430 miles. Our customer was charged $1.00 per mile for the excessive mileage and this fee was deducted from his down payment refund. Our down payment refund process typically takes 15 business days to complete; once we receive confirmation of the payment clearing our customers bank account we refund the down payment.Our customer’s refund was mailed via overnight mail on July 31, 2014 to the dealership location our customer purchased from.On August 1, 2014, we contacted our customer regarding his concerns. Our customer advised us he was unavaible to talk at the time, but would contact us at a later time. Later that day, our customer contacted us to discuss his down payment refund. We informed our customer that the refund was mailed via overnight mail to the dealership location he purchased from.On August 5, 2014, we attempted to contact our customer to confirm he received his down payment refund, however his phone number had been disconnected.On August 7, 2014, our customer visited the dealership location he purchased from and received his refund. At this time, we have reached an amicable resolution.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. We apologize for any inconvenience or confusion. On February 6, 2014 our customers entered into a retail installment contract when they purchased 2007 Ford Taurus. Our...

customers purchased a 3 year/36,000 mile vehicle service contract. Included you will find the retail installment contract and the vehicle service contract for your reference. On February 6, 2014 our customer was made aware of her 5 day vehicle return period when we went over her contract with her. On February 7, 2014 our customer called in with concerns and was advised again of her five day vehicle return period. On February 10, 2014 our customer expressed more mechanical concerns with her vehicle. We advised her of the warranty process and the last day she could return her vehicle for a full refund. On August 7, 2014 we contacted our customer in regard to her concerns. We requested copies of receipts for out of pocket repair expenses. Our customer stated that she has sought legal representation. We advised that we require a letter of representation to communicate with her attorney. On August 11, 2014 we followed up with our customer because we had not received any of the requested information for review. Our customer informed us that she would like to place a cease and desist on her account and would like no further contact from DriveTime. As a goodwill gesture, DriveTime has applied a $25.00 principal only credit to our customer’s account. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [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.

For the most part I accept the business' response, however, I sent them the modification back signed and nothing had been updated with my account yet.  So I am not sure if they are actually holding up their end.

Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customers’ concerns. On June 7, 2014, our customer entered into a Simple Interest Retail Installment contract when they purchased a 2012 Chrysler 200. Attached you will find the ‘Simple...

Interest Retail Installment’ contract for your reference.On July 12th, 2014, DriveTime received a payment of $219.76. On July 16th, 2014, our customer put a stop payment on this payment. On August 14th, 2014, DriveTime elected to recover our collateral.On September 5, 2014, we contacted our customer and came to an amicable resolution. DriveTime is unable to accommodate our customer’s request to return money paid into the loan, however DriveTime agrees to not report adversely on our customer’s credit.   As a goodwill gesture, DriveTime has mailed a $25.00 American Express gift card to our customer. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,DriveTimeCustomer Relations

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

On May 29, 2014, our customer entered into a Closed Ended Motor Vehicle Lease contract, when she leased a 2006 Hyundai Elantra. Included you will find...

the Closed Ended Motor Vehicle Lease contract for your reference.

At the time of purchase, our customer agreed to make periodic payments of $192.60 due every other Saturday, beginning June 14, 2014.

On September 12, 2014, the vehicle was recovered for default due to non-payment. Please refer to page 3 of the Cancel Anytime Lease, section 11, “Default, Repossession, and Other Remedies”

“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… If you are in default, after waiting any time the law requires, we may do any of the following:… (e)) Take (repossess) the Vehicle wherever we find it and enter any property where the Vehicle may be to do so…”

On October 30, 2014, the vehicle was sold at auction and was no longer in DriveTime possession.

Page three of the contract, section 11. Default, Repossession and Other Remedies, states:

“After we repossess the Vehicle, we will hold it free of any rights you may have under this Lease, subject to any right you have by law to cure the default or recover the vehicle. If any personal items are in the Vehicle, we may take them and store them. We will give you written notice at your last address shown on your record within 15 days of discovering that we have your personal items. If you do not ask for such items back within 31 days from the day we mail or deliver the notice to you, we may dispose of them as the law allows.”

We have made several unsuccessful attempts to contact our customer to discuss her concerns. On November 18, 2014, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform our customer of our attempts to reach out to her. We encourage our customer to contact the repossession agency to discuss her personal belongings.

As a goodwill gesture, DriveTime is sending our customer a $25 [redacted] gift card to her address on file.

DriveTime thanks 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

Dear Ms. [redacted],
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On July 31, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2008...

Dodge Avenger. The vehicle came with a 3 year/36,000 mile Limited Warranty, administered through [redacted]. Attached you will find the Simple Interest Retail Installment Contract and the Limited Warranty for your reference. On August 30, 2013, the vehicle was brought into a repair facility for brake issues. [redacted] approved resurfacing of the rotors but the brakes were at 40% life and therefor were not replaced.
On September 26, 2013, our customer’s wife (authorized third party) called into the DriveTime dealership with complaints against [redacted]. The complaint was due a non-covered seal that was causing the leak in the vehicle. The authorized third party stated the mechanic somewhat fixed it for them but the seal area was still leaking.
Per the notations in the [redacted] notes, the repair facility informed [redacted] that they do not do this type of work. [redacted] informed our customer that he would need to take the vehicle to a different repair facility to address the leak.
On October 26, 2013, the authorized third party called into DriveTime about the leak repair. We advised that would be a non-covered item under the warranty. However, we would be able to look into assistance if they paid for the repairs.
On December 4, 2013, the authorized third party called into DriveTime and stated there was a rainstorm and the vehicle got water in it. She also advised that the vehicle had been a car accident before time of sale. We advised her to get an estimate for the repairs and to follow up with us.
On December 6, 2013, the authorized third party called back in for the follow up call. She advised that the repair facility was still diagnosing the vehicle. She stated the repair facility did inform her that it would probably be around $300 from what they are seeing so far. She inquired about the assistance via deferment of a payment. We advised she would need to send in a paid receipt to be able to look into completing a deferment on the account.
On December 20, 2013, our customer brought the vehicle to different repair facility and a claim was called into [redacted] for a windshield seal and brake pads. These components non-covered under the warranty. In addition, they were unable duplicate the transmission slipping issue.
On December 23, 2013, we contacted the authorized third party to go over her concerns about the leak. She advised that the vehicle had been in an accident that is possibly responsible for the leak issue. We advised her that the [redacted] AutoCheck History Report our customer signed at the time of sale indicated that there was an accident. This accident was disclosed to our customer prior to purchase. The authorized third party stated she would send in her receipts for the seal she paid for out of pocket. She was upset that the seal she paid for did not address the leak issue and that the repair facility was unable to locate where the leak was coming from after windshield was re-sealed.
On December 26, 2013, the authorized third party called in to see if we had received the receipts. The representative advised that we would have to call out to the repair facility to verify the repair was paid for. This validation had to occur due to the receipt appearing to be in her handwriting. We obtained the repair facility’s phone number from the authorized third party to verify.
On December 27, 2013, we tried to contact the repair facility to verify the repair was paid for. When we called the phone number provided, it went to a personal voicemail. We were also unable to locate the repair facility in that state to obtain a business number. The authorized third party called later that day and we advised her of this information. She advised that her friend had completed the work at his small shop located at his residence. We advised that if we had known that the mechanic she went to was not certified, we would have referred her to a certified repair facility. We were unable to confirm the hand written receipts and advised she would need to take it into a certified repair facility. Once we receive the paid invoice, we can then proceed to process a deferment.
On December 30, 2013, we confirmed the out of pocket expenses from the non-covered repairs mentioned on December 20, 2013. We advised that they would need to make a payment on January 3, 2014 before we could process a deferment. The payment was made on January 4, and we started the deferment on January 7. The deferment application was cancelled due to the authorized third party stating the vehicle needed to go back into a repair facility. We advised we would adjust the extension as needed if she sent in additional receipts for any non-covered repairs.
On January 8, 2014, a repair facility called into [redacted] for brake noise. [redacted] informed the repair facility that brake noise and brakes in general are non-covered components.
On January 20, 2014, we contacted the authorized third party regarding these non-covered repairs. She advised us of the repair’s timeframe as well as when she will have the invoice paid. We advised we would process the deferment once we receive the additional paid receipts. We advised that once we process the deferment, the account will not be eligible for additional deferments for another six months.
On February 10, 2014, the authorized third party called about the deferment on her account. She was advised that as agreed in previous conversations, it could not be processed yet because of the new mechanical issues that arose. We advised that we needed to include those out of pocket expenses in the deferment.
On March 4, 2014, we were in contact with the authorized third party about the deferment and that we were waiting until the last non-cover repairs were paid for. She advised she has having the repairs completed soon and will fax in the paid receipts.
On March 25, 2014, [redacted] approved the disc caliper, brake pads, and rotors to be replaced.
On April 9 and 10, 2014, we tried contacting our customer and the authorized third party regarding the receipts to complete the deferment but we were unsuccessful. The account was now at 75 days past due.
Our collections department got in contact with our customer and authorized third party regarding the past due amount on the account and set up multiple payment arrangements to assist with the past due balance.
On May 5, 2014, the vehicle was repossessed due payment default. The authorized third party called in regarding the status of the account. Our customer made a payment that came back as insufficient funds.
We have been unable to contact our customer but would like to provide the following information:
? In reconditioning of the vehicle, the brakes were above minimum standards.
? There was no transmission issues or water damage found in reconditioning and the repair facilities that the vehicle was brought to after the sale were unable to locate an issue with the transmission.
? Our customer signed the [redacted] AutoCheck Vehicle History Report acknowledging that there was a minor rear end accident.
? We checked the [redacted] AutoCheck Vehicle History Report, and the report was clear of any flood damage.
? We attempted multiple times to assist our customer and authorized third party with a deferment and payment arrangements.
? Our customer had the first five days of the loan to return the vehicle if they are not happy with their purchase and receive their full down payment back.
At this time, we are unable to accommodate our customer’s request to refund the $1,000 down payment and delete the trade line for his credit. As a goodwill gesture, DriveTime has mailed a $25 American Express gift card to our customer.
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.
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 April 8, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2008...

Chevrolet HHR. Attached you will find the Simple Interest Retail Installment Contract for your reference. DriveTime has temporarily ceased credit reporting to all three major credit bureau agencies. This cease is due to required system enhancements taking place in the manner DriveTime reports to the credit bureaus. We have completed the necessary updates with Experian, and they have begun uploading our customers’ account information for public viewing. We anticipate the enhancements with the other two agencies will be completed no later than the end of April. We had originally anticipated these enhancements being completed no later than the end of February; however, there were some issues that arose that had to be addressed, pushing that timeframe out to April. We apologize for any confusion or inconvenience this may have caused. We understand the importance of building and maintaining a credit score. We also understand the importance of accurately reporting credit activity, and that is why DriveTime has made the effort to complete these system enhancements. On March 9, 2015, a credit rating letter that includes our customer’s DriveTime account information and credit standing was mailed to him. This letter may be used for reference should our customer need to apply for credit before the credit reporting updates are complete. We are working diligently with the credit bureaus to get all of our accounts reporting correctly. We are unable to expedite the process of reinstating our customer’s trade line to the credit bureaus at this time. On March 27, 2015, DriveTime contacted our customer and came to an amicable resolution. We addressed the abovementioned concerns and advised him we would manually update his credit reporting to reflect the full life of his loan once reporting resumes. As a goodwill gesture, DriveTime has credited $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, DriveTimeCustomer Relations

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On November 14, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2008...

Buick Lucerne. Attached you will find the Simple Interest Retail Installment Contract for your reference. DriveTime has temporarily ceased credit reporting to all three major credit bureau agencies. The cease is due to required system enhancements taking place in the manner DriveTime reports to the credit bureaus. We originally anticipated these enhancements to be completed no later than late February; however, there were some issues that arose that had to be addressed, pushing that timeframe out to April. We apologize for any confusion or inconvenience this may have caused. We understand the importance of building and maintaining a credit score. We also understand the importance of accurately reporting credit activity and that is why DriveTime has made the effort to complete these system enhancements. At this time, we have completed the necessary updates with [redacted] and [redacted]. Both credit bureaus have confirmed they have begun uploading our customers’ account information for public viewing. On March 30, 2015, after speaking with one of our representatives about his concerns, our customer decided to return his vehicle to DriveTime. Our customer was informed that credit reporting has resumed and returning his vehicle may have a negative impact toward his credit. Due to our customer’s concerns, we have currently placed a hold on his account, and would be pleased to work with him on options of redeeming the vehicle. As a goodwill gesture, DriveTime has mailed 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 ###-###-####. Sincerely, DriveTimeCustomer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On August 30, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2004 Mercedes-Benz E Class....

The vehicle came with a 5 year/60,000 mile DriveCare Limited Warranty, administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and DriveCare Limited Warranty Agreement for your reference.All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no need to replace it.On October 9, 2013, our customer contacted Aeverex to inform them about a whining noise coming from the vehicle. Aeverex recommended that the vehicle be taken to an in-network repair facility to be diagnosed. On November 4, 2013, an in-network repair facility diagnosed the vehicle and concluded that the vehicle required the repair of the steering pump, steering reservoir, pump O-ring, and steering fluid. All repairs were covered by Aeverex, for a total cost of $728.07. On November 16, 2013, an in-network repair facility updated a claim with Aeverex, reporting necessary repairs for the alternator, HVAC Compressor, A/C recharge, fan shroud, idler pulley, timing belt tensioner, and timing belt. All repairs were approved by Aeverex, for a total cost of $2,264.20. On May 29, 2014, our customer contacted Aeverex inquiring about coverage of a battery through the DriveCare Limited Warranty. Aeverex advised her that this is a non-covered component. On November 13, 2014, our customer contacted Aeverex in regards to her check-engine light being displayed, as well as a knocking noise in the engine. Aeverex recommended she take the vehicle to an in-network repair facility to have the vehicle diagnosed. On November 14, 2014, an in-network repair facility diagnosed the vehicle and filed a claim with Aeverex for transmission mounts and engine mounts. Aeverex advised that these are non-covered components under the DriveCare Limited Warranty. On February 3, 2015, DriveTime provided our customer with a three-payment deferment to assist with our customer’s out-of-pocket expenses. The purpose for payment deferments is to assist our customer while they are experiencing a financial hardship by moving current payments to the back end of the loan. On May 23, 2015, our customer contacted Aeverex expressing concerns with the brakes on the vehicle. Aeverex advised that brakes are a non-covered component and would not be approved under the DriveCare Limited Warranty. At this time, our customer can provide paid receipts for further out-of-pocket repair expenses, and DriveTime is willing to assist with additional payment deferments. DriveTime has made multiple unsuccessful attempts to contact our customer in an effort to reach an amicable resolution. We encourage our customer to contact our Customer Relations department at ###-###-####. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principal balance. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [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 September 13, 2012, our customer entered into a Simple Interest Retail...

Installment Contract with DriveTime when she purchased a 2008 Mercury Milan. Attached you will find the Simple Interest Retail Installment for your reference.On June 24, 2015, at 46 days past due, our customer called DriveTime to set a partial payment arrangement for her past due amount to be paid on June 26, 2015. During the conversation, we found that our records did not reflect her current employer. Our customer provided the updated information for her current employer; however, she did not provide an updated business number.On June 27, 2015, DriveTime made several unsuccessful attempts to contact our customer on the numbers provided to bring the account current. We elected toresearch her account to locate any numbers which our customer had previously used to contact DriveTime. Using a previous number noted in the account, we left a message asking our customer to return our call. At this time, the account was 54 days past due.On July 20, 2015, at 72 days past due, our customer called and asked that we do not contact her at her business number. We updated our customer’s account with her business number and placed it on our do not call list. Since then, we have not attempted to contact our customer via her business number. We have made several unsuccessful attempts to contact our customer to discuss her concerns. On July 29, 2015, we sent a letter via certified mail to ourcustomer’s address on file. The purpose of this letter is to inform our customer of our attempts to reach out to her. We encourage our customer to contact our Customer Relations Department at ###-###-####, to discuss her concerns. As a goodwill gesture, DriveTime has applied a $25.00 credit to the principal balance of our customer’s account.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely,[redacted] **DriveTimeCustomer Relations

August 29, 2015 BetterBusiness BureauPh.[redacted]Fax[redacted] 

 Re:Complaint # [redacted]     Towhom it may concern,      ...

 Thankyou for bringing this matter to our attention. We appreciate the opportunity toaddress our customer’s concerns.  OnJune 4, 2015, our customer entered into a Closed End Motor Vehicle Lease withDriveTime, when she leased a 2007 [redacted]. Included you will find theClosed End Motor Vehicle contract for your reference. At the time of lease, ourcustomer agreed to make periodic payments of $216.75 the first payment beingdue on June 26, 2015, followed by 64 periodic payments of $216.75 every other Friday.OnAugust 18, 2015, DriveTime exercised our contractual right to recover our collateral.At that time, the account was 11 days past due placing the account in default.Please refer to page 3 of the Closed End **tor Vehicle Lease under the section 11. Default: “The Following are events of default: (a) You fail topay any periodic payment when due or any other a**unt you owe under this Leasewhen we ask you for it;” OnAugust 19, 2015, our customer contacted DriveTime in regards to redeeming hervehicle. We advised her in order to redeem the vehicle she would need to bringthe account current including repossession fees. Additionally, our customer wasinformed she will be responsible for fees assessed at the repossession agent’slots, not to exceed $125.00. OnAugust 20, 2015, our customer contacted DriveTime to report that therepossession agent damaged her vehicle. While DriveTime was attempting toassist our customer she advised the repossession agent was forcing her to signa document with inaccurate information. While attempting to address herconcerns the call was disconnected.  We have made several unsuccessful attempts to contactour customer and address her concerns. On August 27, 2015, we sent a letter viacertified mail to our customer’s address on file. The purpose of this letter isto inform her of our attempts to reach her. We encourage our customer to contactour Customer Relations department at [redacted].  We are researching the matter and once incontact with our customer, we will assist appropriately. Weapologize for any confusion or inconvenience this may have caused. At this timeDriveTime is unable to reimburse our customer for the repossession fees. Ourcustomer can take her vehicle to an in-network repair facility for a completediagnostic test. Once a claim in filed through her warranty, DriveTime canreview the claim any non-covered components for possible assistance. As a goodwillgesture, DriveTime has credited the customer’s account $25.00.  DriveTime thanks theRevdex.com for their continued support. If you have any further questionsor concerns, please contact us at [redacted].  Sincerely,  [redacted]DriveTime Customer Relations

September 30, 2015 Revdex.com Ph. (602) 212-2232 Fax (602) 263-0997 Re: Complaint # [redacted] To Whom It May Concern: Thank you for bringingthis matter to our attention. We appreciate the opportunity to re-address ourcustomer’s concerns. All DriveTime vehiclesare thoroughly inspected at our DriveTime inspection centers prior to sale.Parts that fail inspection are replaced. However, if a part is functioning atthe time of inspection, there is no need to replace it.  At time of sale, ourcustomer had the opportunity to review and sign the “Customer DeliveryChecklist” which states:  “Our focus in the multi-point point inspection is primarilythe safety and reliability of your vehicle. You are purchasing a pre-ownedvehicle. While the interior, exterior, and paint condition of this vehicle meetDriveTime standard, any pre-owned vehicle may have minor cosmetic issues. We donot make cosmetic repairs. We also do not repair after sale damage such asbody, tire, glass or road hazard damage. Please ensure you are comfortable withthe condition of the vehicle prior to purchasing.” Without any newinformation, we are unable to further assist our customer. At this time, we arestill unable to cancel our customer’s contract as originally requested.  We apologize for anyconfusion or inconvenience this matter may have caused. If our customer isexperiencing additional issues with the vehicle, we encourage her to contactDriveTime’s Customer Relations department at 800-965-8043. DriveTime thanks theRevdex.com for their ongoing support. Should you have any questionsor concerns, please contact us by calling us a[redacted]  Sincerely, [redacted] DriveTimeCustomer Relations

January 4, 2016
 
Revdex.com
 
Re: Complaint # [redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
 
At the time of sale, DriveTime did not yet offer GAP insurance to our customers as an optional product. Our customers would be required to obtain GAP insurance from a third party insurance provider.
 
On September 21, 2015, our customer contacted DriveTime and advised that her vehicle had been involved in a total loss accident. At that time, our customer inquired if she had GAP insurance with DriveTime. We advised our customer that she did not, but she did qualify for our Insurance Loss Program (ILP).
 
DriveTime’s Insurance Loss Program allows our customers to enter in to a new loan and have the balance on the loan waived and reported as paid in full. To qualify for this program our customer must meet the following criteria:

The vehicle must be declared a total loss by their insurance company
Our customer must have completed and returned all necessary insurance paperwork
Our customer’s insurance company must have remitted physical damage payment
Pay the Insurance Loss Program deductible of $500
Our customer’s totaled loan must be current up to the date of loss
Have full coverage insurance (comprehensive and collision coverage)at the time of the loss
Our customer must qualify for a new loan (down payment for new loan is determined by the vehicle selected)

 
On December 28, 2015, DriveTime contacted our customer and came to an amicable resolution. We discussed the above information and advised our customer to contact us at [redacted] with any further questions or concerns. Our customer advised she would contact us in the future about her choice to take advantage of the Insurance Loss Program or not. As an additional good-will gesture, DriveTime has applied a $25 credit towards our customer’s principal balance.
 
Sincerely,
 
DriveTime

On February 4, 2016, we received and reviewed our customer’s receipts for his out-of-pocket repair expenses.
On February 8, 2016, we spoke to our customer and advised that we were prepared to offer assistance based on the receipts he provided; however, we requested that a claim be filed with Aeverex for his current mechanical issues first, so we could determine what additional assistance would be necessary. Our customer stated he understood and advised he would take the vehicle to an in-network repair facility for diagnosis.
On February 11, 2016, our customer contacted DriveTime and asked us to waive the fee to have the vehicle diagnosed. Based on the time our customer has been in the loan and because no previous claims have ever been filed, we advised him that he would be responsible for this $50.00 fee. However, we also informed our customer that once a claim had been filed with Aeverex, we would review options to assist with any repairs that were not covered under the terms of the Vehicle Service Contract.
To date, no claims have been filed with Aeverex by a repair facility. Once our customer has taken the vehicle to an in-network repair facility and a claim has been filed with Aeverex, we will review options to assist him. If our customer no longer desires to have the current issues with the vehicle addressed, we encourage him to contact us at ###-###-#### so we may discuss what options for assistance are available based solely on the receipts he provided.

On February 6, 2016, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2008 Nissan Pathfinder. 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. Attached you will find the Simple Interest Retail Installment Contract, DriveCare Limited Warranty, and Vehicle Service Contract for your reference. On February 15, 2016, our customer contacted Aeverex to express concerns with the vehicle stalling. Aeverex encouraged her to have a diagnosis completed at an in-network repair facility. On April 15, 2016, we spoke with our customer in regards to her mechanical concerns with the vehicle. We advised her to have an in-network repair facility initiate a claim with Aeverex. We offered to review options of possible assistance once the claim has been filed. That same day, our customer contacted Aeverex to express concerns with the check engine light, brake noise, vehicle stalling, and the four-wheel drive not working properly. Aeverex again encouraged her to have a diagnosis completed at an in-network repair facility. On April 16, 2016, an in-network repair facility initiated a claim with Aeverex for coil packs. Aeverex advised that coil packs are non-covered under the Vehicle Service Contract. On July 8, 2016, we informed our customer that there has not been a claim initiated through Aeverex since April of 2016. We offered to review options of possible assistance once a diagnosis is completed at an in-network repair facility. At this time, we are waiting for a diagnosis to be completed. Once the diagnosis is finished, we will work with our customer to reach an amicable solution. 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.

I totally understand that there will be wear and tear on the vehicle, that is not the problem, the problem is I have had the car less then a year and all these problems have come up and the fact that my tire almost fell off the vehicle with my young children in the car, I have also been sending email and calling DriveTime for over 6 months to ask for assistance with this and the only time they respond is when I took my problem to a public forum and then to the Revdex.com, why does it take for me to go through all this for them to finally respond, sounds like they are guilty to me, otherwise they would have responded to my very first email 6 months ago, or the one I sent 5 months ago or the one I sent 3 months ago, or maybe they could have responded to the 50 calls I made to them about the problems with the vehicle, instead I had to take my problem with the car to facebook, then to other social media sites and complaint boards and finally the Revdex.com for DriveTime to respond, this company is a sham, they should not be allowed to sell a car for $16,000 that is only worth $2,500, they should not be allowed to sell cars that are faulty like mine and the thousands of other customers that I see have complained, this company should not be allowed to do business at all. I took this car into Midas to find out what was wrong and Midas comes back with a $1,297 repair quote, when I presented that to DriveTime they said they would pay $240 of the labor and I would pay $600 for the parts, when I asked how they came up with a total bill of $840 compared to my quote at the same repair facility they went through, my cost was $1,297,

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,