DriveTime

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

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,

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]

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.

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

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

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 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.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. All DriveTime vehicles come with a 30 day/1,500 mile limited warranty and the option to purchase a vehicle service contract.On January 13, 2012, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2009 Chevrolet Impala. On July 6, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a second vehicle, a 2011 Ford Fusion. Attached you will find both simple Interest Retail Installment Contracts and Limited Vehicle Service Contracts for your reference.On July 15, 2013, our customer contacted DriveTime’s customer service department stating a Carfax report shows that the Ford Fusion was involved in two collisions prior to sale. We advised our customer that the Experian AutoCheck Vehicle History report was performed prior to sale, this report stated there was no accidents reported. We have attached a copy of the Experian AutoCheck Vehicle History Report for your reference.On July 15, 2013, our customer contacted Aeverex stating that a repair facility has found frame damage on the Ford Fusion due to accident damage. Aeverex requested to be sent a diagnostics and an estimate from the repair facility. To date, Aeverex and DriveTime have not received an estimate or invoice for repairs related to this issue.On August 6, 2013, our customer took his Ford Fusion to an in-network repair facility, Altera Automotive Group, which stated the vehicle needs a PCM module replacement. Aeverex did approve for the repair of this component under the Limited Vehicle Service Contract. Aeverex attempted to contact the repair facility multiple times to authorize the repairs, but was unable to speak to any representatives. Our customer paid out of pocket for this repair.On June 15, 2015, our customer contacted DriveTime in regards to collections calls he was receiving for the Chevrolet Impala. We advised our customer that the account was currently past due and would be receiving the calls in collections efforts. Our customer requested that his cell phone be put onto the do not call list. We obliged with our customer’s request and seized outbound communication with the number.On June 17, 2015, our customer contacted DriveTime to address his concerns and come to an amicable resolution. DriveTime has reimbursed our customer $609.50 for the out of pocket expenses paid for the PCM module replacement. In addition, DriveTime has agreed to credit our customer’s first account for $208.18 to bring his account current.We apologize for any inconvenience or confusion this matter may have caused DriveTime thanks the Revdex.com for their continued support. If you have any questions, please contact us at ###-###-####.Sincerely,[redacted].DriveTime Customer Relations

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[redacted]PLEASE NOTE THAT THIS CLAIM WAS PREVIOUSLY SUBMITTED, however due to a misunderstanding in my response to the "complaint response" it was closed as resolved. THIS ISSUE IS NOT RESOLVED AND HAS CONTINUED[redacted]ADDITIONALLY, I will note that [redacted] (the representative from DriveTime has been extremely helpful and accommodating in a effort to resolve the issue. It is my (the complainer's) fault that the previous report was closed a "satisfactory". I misread the response and only meant to accept her response as satisfactory, not that the issue has been resolved satisfactory. Additional details since my former complaint which is cut and pasted below: My car spent an additional WEEK in the shop only to find out that it was "misdiagnosed", and the latest is that it either needs a new "head gasket" or a new motor. The mechanic submitted the claim through the warranty company and the warranty only approved for the gasket to be repaired. The mechanic who submitted the claim does not have the equipment to repair the gasket, although he is able to repair an entire motor???? So he took it to another mechanic who supposedly is equipped to repair the gasket. Once the new mechanic received the care, he disagrees with the new diagnosis (after the original misdiagnosis)...so this will be the 3rd diagnosis for which I have yet to receive. There is a fluorescent dye in my car that will indicate to the mechanic where the leak causing the smoke in the care is coming from. I will drop off the car next week which will begin the 4th wee it is in the shop since I have had it. Please note... drive time is currently working with me to resolve the issue, but it is not resolved. Complaint Details The company advertises a Full Point Inspection. I've had my car less than 6 months (a BMW 3S) which has spent a total of 8 days in the shop and has cost me more than $1200 (keep in mind this is less than six months). The inside of the car fills with smoke to the point you cannot breath; it's quite scary. I spoke to a customer service manager named [redacted] EE ID: P7JR, who advised me that all they can do is post pone my payments; which will only cause me to incur more interest. (Post pone them, not reimburse me). This car is unsafe to drive, and the mechanic that DriveTime sent me to explained that this problem could not have developed since my purchase; indicating the full point inspection was not completed. I have contacted my attorney who will be interpreting the Lemon Laws of Florida; DriveTime will sell you a LEMON. Please do not be fooled by their practice; they will sell you a lemon without regard. Monetary is not the issue here, they intentionally sold me a Lemon. Save yourself heartache and take a bus before purchasing anything here!!! Sincerely, [redacted] Desired Outcome/Settlement Desired Settlement: Accept Refund Merchandise Replace with an equal type car; or perform the full point inspection as advertised. Complaint Details Nature of Complaint: Advertising Issues Date Problem Occured: 1/2/2014 12:00:00 AM Date(s) Complained: 4/29/2014 12:00:00 AM 4/1/2014 12:00:00 AM 1/2/2014 12:00:00 AM Purchase Date: 11/1/2013 12:00:00 AM Salesperson: manager) , Unknown (branch Complaint Details (cont.) Product/Service: 2007 BMW 3 series Model #: 3 Series Account #: Not Provided Order #: Not Provided Purchase Price: 21000.0000 Payment: Partial payment made Cash Disputed Amount: 0.0000 -------------------------------------------------------------------------- Response from drivetime: Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On August 17, 2013, our customer entered into a simple interest retail installment contract when he purchased a 2007 B M W 3 SERIES. The vehicle came with a 3 year/36,000 mile warranty, administered by Aeverex. The simple interest retail installment contract and warranty are attached for your reference. On April 30, 2014, our customer advised us his vehicle was in the shop for diagnosis regarding mechanical issues. We advised our customer we would advise the repair facility to contact Aeverex and file a warranty claim. We also advised him we would have the repair facility provide a copy of the estimate to DriveTime. In addition, we advised our customer, if the repairs were not covered under the warranty, we could review the estimate for possible assistance. We have assured our customer that all vehicles go through a multi-point inspection and any mechanical failures at that time are addressed prior to sale. DriveTime is currently working with our customer to reach an amicable resolution. As a goodwill gesture, DriveTime has applied a $25.00 principal only credit to our customer’s account. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted]. Sincerely, [redacted] DriveTime Customer RelationsAt this point, I would like the car replaced! I am paying $460 a moth for a car that will have spent a month in the shop... I travel for work and am home 1 week per month, which means I've driven the car a total of 7 weeks, with some of those 7 weeks being in a shop. These problems obviously did start since I've had the car since I drive the car so rarely.Regards,[redacted]

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

On August 30, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2010 Dodge Caliber. Our customer purchased...

a 3 year/36,000 mile Vehicle Service Contract, administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference. 

On November 14, 2014, our customer informed us she had obtained her plates from the Department of Motor Vehicles. We encouraged our customer to get second mechanical opinion regarding her repair concerns and offered to cover the diagnostic fee. Once a claim is filed, DriveTime will review for possible assistance. 

At this time, we are unable to accommodate our customer’s request for a down payment refund, lowering of payments, or credit towards property taxes. 

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 [redacted]- [redacted]. 

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.

Regards,

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

May 26, 2015   [redacted] Revdex.com [redacted]

[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 March 26, 2011, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2008 Chrysler Sebring. Attached you will find the Simple Interest Retail Installment Contract for your reference.   In October 2014, DriveTime temporarily ceased credit reporting to all three major credit bureau agencies. This cease was due to required system enhancements taking place in the manner DriveTime reports to the credit bureaus. We have completed the necessary updates with [redacted] and [redacted], and they have uploaded our customers’ account information for public viewing. We anticipate the enhancements with [redacted] will be completed no later than the end of May.   At DriveTime, we strive to ensure all of our credit reporting is up to date and accurate.  After a recent in depth review, we determined that there were questions surrounding the accuracy of our reporting of paid loans. For this reason, we are no longer able to report on accounts that were paid prior to October 1, 2014.   We are unable to resubmit a loan that was paid prior to October 2014 for reporting, as this would appear as a new trade line and would be more detrimental to our customers’ credit. When an account is paid, DriveTime reports one final time with the account’s final status. We cannot then continue to report this account; therefore, we cannot reinstate anything paid prior to October 2014. On May 19, 2015, a credit rating letter was e-mailed to our customer. The credit rating letters provide an overview of our customers’ accounts, including their payment history, and can be used as a reference for creditors when our customers are applying for credit.   On May 21, 2015, we contacted our customer and attempted to address his concerns. We went over the above information and informed our customer why were unable to report his loan to the credit bureaus. At this time, we are unable to accommodate our customer’s request for DriveTime to reinstate the trade line for his paid loan. If in the future our customer should require further documentation of his loan to apply for credit, or if a creditor requests a letter, we can provide additional credit rating letters upon request.   We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, DriveTime has mailed a $25 [redacted] gift card to the address our customer provided.   DriveTime thanks the Revdex.com for their continued support. If you have any questions, please contact us at 800-965-8043.   Sincerely, Kayleigh B. DriveTime Customer Relations

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

On October 13, 2014, DriveTime contacted our customer and requested a running bank statement to review further.

DriveTime is currently working...

with our customer to come to an amicable resolution.

As a goodwill gesture, DriveTime has applied a $25 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 [redacted].

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 February 15, 2014, our customer entered into a retail installment contract when she purchased a 2005 Isuzu Ascender. Included you will find the retail...

installment contract for your reference. 

On February 17, 2014, our customer returned her vehicle in accordance with DriveTime’s Vehicle Return Program. 

On March 13, 2014, we contacted our customer and reached an amicable resolution. Our dealership has refunded nour customer’s full down payment onto the credit card used at the time of purchase. 

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 [redacted]. 

Sincerely, 

DriveTime

Customer Relations

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

On 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

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

On February 17, 2013, our customer entered into a retail installment contract when she purchased a 2006 Chevrolet HRR. Our customers purchased a 3 year/36,000 mile...

service contract administered by Aeverex. Included you will find the retail installment contract and the service contract for your reference.

On March 13, 2013, we contacted our customer and came to an amicable resolution. We made an exception to pay for our customer’s repairs not covered by the limited warranty.

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

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

Sincerely,

DriveTime

Customer Relations

Please see the attached PDF for the full response.
 
On November 28, 2016, DriveTime spoke with our customer regarding the vehicle. Our customer stated the vehicle was currently at the DriveTime Service Center and had been since November 5....

Furthermore, she stated she was unable to pay for the repairs and wished for DriveTime to assist. We advised we would be unable to accommodate her request to approve the repairs due to excessive mileage driven. 
On December 5, 2016, DriveTime spoke with our customer. We advised we would approve the cost of our customer’s tow to the repair facility and waive the diagnostic cost in order for her to retrieve the vehicle, however, we would be unable to approve the repairs. Our customer had the vehicle towed from the DriveTime Service Center that same day.
 
On December 6, 2016, we spoke with our customer to address the concerns in her complaint. We advised that we had re-evaluated her concerns and as a one-time goodwill gesture, we would approve the repairs in full. In addition, we would pay for the cost of the tow, up to $75.00, to return the vehicle back to the repair facility. Our customer agreed and we ended our correspondence on amicable terms.
 
We apologize for any confusion or inconvenience this matter may have caused. As an additional goodwill gesture, DriveTime has applied $25.00 credit toward 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 [redacted]
 
Sincerely,
 
Brodie H.
Customer Relations Department

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

May 30, 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 11, 2014, our customer entered into a Cancel Anytime Lease with DriveTime, when she leased a 2005 Honda Civic. Included you will find the Cancel Anytime Lease for your reference. On May 14, a double payment issue affected our customer’s account. On May 27, 2014, we contacted our customer regarding her concerns with her account. At this time, we have reached an amicable resolution with our customer. We have applied a one-time credit to her account, for the inconvenience. 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 provided repair receipts for repairs, and as stated by Drivetime they have record of issues, their resolution is for me to spend additional funds to have said vehicle repaired that should have been repaired prior to purchase. The resolution is unacceptable and I will escalate this further possibly through legal avenues.