DriveTime

October 23, 2015

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Revdex.com
Ph. (602) 264-5299
Fax (602) 263-0997 
 
Re: Complaint # [redacted]
 
To Who It may Concern:
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
 
On October 3, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2008 Subaru Forester. Attached you will find the Simple Interest Retail Installment Contract for your reference.
 
DriveTime offers our customers a payment option called Text to Pay. Text to Pay sends our customers a text message reminding them of their scheduled payments. Our customers have the option to initiate a payment withdrawal from a previously determined payment method via the Text to Pay message. Our Text to Pay messaging system is initiated by a scheduled payment and will not send a text message if a payment has already been received.
 
On October 16, 2015, our customer contacted DriveTime advising that she had not received a Text to Pay reminder for her normally scheduled amount. Our customer’s account only required a partial payment due to a credit that had been applied. DriveTime advised our customer the Text to Pay system could only initiate payment in the scheduled amount and advised the customer she would have to complete her payment using another method. After expressing her concerns of the fees associated with the other methods of payment, DriveTime agreed to make a one-time exception to waive the Western Union processing fee of $4.50 to complete the transaction over the phone. In order for DriveTime to waive the fee, we had to process the payment for the total amount owed of $25.32. Western Union then collected the normal fee of $4.50 to process the payment. Only after the payment over the phone was completed was DriveTime able to submit a credit to the customer’s account for the $4.50 fee that was charged by Western Union.
 
On October 19, 2015, our customer contacted DriveTime, as her account credit had not yet posted for the $4.50. DriveTime advised our customer the credit may take a few business days to process however, her account was in good standing and would show paid in full once the credit posted. Our customer expressed concerns about her payment being reported as late. DriveTime advised our customer her payment was not late and we would not report it as late.
 
On October 20, 2015, our customer’s credit of $4.50 applied to her account, bringing the account current.
 
At this time, we have made several unsuccessful attempts to contact our customer to discuss her concerns. On October 23, 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 encourage our customer to contact our Customer Relations Department at 800-965-8043, to discuss her concerns.
 
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 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,
 
DriveTime
Customer Relations

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

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.

There are multiple inaccuracies in Drive Time's response.  Drive Time has not once attempted to contact neither myself nor my husband, [redacted].  No messages have been left for me to return a call and no certified mail notice has been received.  I have not received a $25 American Express Gift card either, though I would say $25 is FAR from the over $700 that Drive Time is trying to extort from me.  $25 gift card does not cover the fact that the car was repossessed while I was at work and thus was stranded with no way to get home on a Friday evening.

There are also several discrepancies with the Lease Agreement that Drive Time had attached.  First and foremost, the contract states that "Any change to this lease must be in writing and we must sign it.  No oral changes are binding."  Yet throughout the year Drive Time has made multiple changes to the lease terms all that were discovered verbally.  There was never a new lease agreement signed or any notice in writing stating changes to the lease.  In Section 6 of the Lease Agreement it states "The charge for late payments is $5.00 for any payment not received within ten (10) days of the due date.  Yet the car was first sent for repossession on the fourth business day of being late and the car was not starter disabled as also stated by Drive Time would happen on the fourth business day.

It is also contradicted in the Early Termination sections on page 1 and then again in Section 12 on page 3.  On page 1 it states that there will be penalty for Early Termination of the lease in the amount of several thousands of dollars.  However in Section 12 on page 3 the Early Termination is stated completely different.

On September 5, 2014, when the car was repossessed from our driveway very early in the morning, I had to pay Drive Time a repossession fee of $300 + $.4.50 payment fee.  The representative told me this was for the payment of the repossession.  He then told me that the storage fee from the repo company was $125 a day but since I was picking up the same day that they would pro-rate my storage fee.  When I called the repo company, I was told this was incorrect information and that it was $125 a day regardless and it was the repossession fee that I would be paying.  When I went to the repo company to make the payment and retrieve my car, I was told that the repo company has a contract with Drive Time that it is REQUIRED that the repo company return the leased vehicle to Drive Time within 24 hours.  So not only did I have to pay a repossession fee twice but if I had not picked up the vehicle that same day I would have had to pay for storage to a company that wasn't even storing the vehicle.

I want my vehicle back as well as a credit for the $304.50 that I paid to Drive Time since the repossession fee was paid to the repo company OR I want compensated for the brand new 2 front tires and brakes that I had just put on the vehicle that I have receipts for.

Regards,

To Whom It May Concern: Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.The actions described in our customer's correspondence are clearly not in keeping with DriveTime's set standards of...

service and support. DriveTime strives to make each customer’s experience both rewarding and pleasant, while ensuring that every customer is treated with the utmost respect.  On August 1, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2006 Ford Focus. Our customer also opted to purchase a 5 year/50,000 mile DriveCare Plus Protection Package, administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and DriveCare Plus Protection Package for your reference.On July 14, 2015, our customer contacted Aeverex about canceling his DriveCare Plus Protection Package. Our customer provided the proper cancellation documents for the refund to be processed. On July 15, 2015, our customer contacted Aeverex inquiring into the status of the refund for the DriveCare Plus Protection Package. Aeverex informed him that the refund had been sent to DriveTime to be credited to this principal balance and advised him that this refund typically took 4-6 weeks to process. On August 27, 2015, our customer contacted DriveTime about the status of his refund for the DriveCare Plus Protection Package. While a representative was researching the matter, the call was disconnected. On September 1, 2015, DriveTime contacted our customer and advised him that the refund of $1,466.38 had been applied to his principal balance. We advised that this credit would reflect as having been applied on July 10, 2015 to match the date of cancellation. Our customer was satisfied with this resolution, and we ended our correspondence on amicable terms.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 principle 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

September 16, 2016
 
Revdex.com
Ph. (602) 212-2232
Fax (602) 263-0997 
 
Re: Complaint # [redacted]
 
To Whom It May Concern:
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns.
On September 11, 2016, our customer provided DriveTime with a paid receipt for her out of pocket repairs of the Totally Integrated Power Module (TIPM) totaling $514.36.
On September 12, 2016, DriveTime spoke with our customer to address the receipts we had received. DriveTime provided a goodwill gesture to our customer to reimburse half of the total amount of the repairs totaling $257.18. In addition, we agreed to reimburse the $100.00 deductible she paid for on her last approved repair claim through Aeverex. The total amount of the reimbursement DriveTime provided to our customer was $357.18.
If our customer happens to have any additional vehicle repairs, we encourage her to utilize Aeverex to service her Vehicle Service Contract. In the event there is a non-covered repair, we welcome our customer to contact our Customer Relations department at 800-965-8043 for further assistance.
We apologize for any confusion or inconvenience this matter may have caused. 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,
 
Jeremy R.
Customer Relations
DriveTime

October 2, 2015

Revdex.com
Ph. ###-###-####
Fax ###-###-#### 

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.

On December 8, 2014, the vehicle was recovered for default due to non-payment. Please refer to page 3 of the Simple Interest Retail Installment Contract, “Default”         

“You will be in default if you do not make any payment in full when such payment is due...We may also take items of personal property found in the Vehicle when we take back the vehicle and hold them for you. If you do not claim them within the time required by law, we will dispose of them in a commercially reasonable manner. “

“If we take back the vehicle, we will sell it unless you exercise any right to cure or redeem the Vehicle that you may have under state law. The sale proceeds, less amounts we pay to take back the vehicle, hold it, prepare it for sale, and sell it, and less our attorneys’ fees and legal costs if permitted by law, will be used to pay the amount you owe on this contract. Any money left will be paid to you unless the law requires that we pay it to someone else. If the sale proceeds are not enough to pay off this contract and costs, you will pay what is still owed (the deficiency) to us.”

On December 10, 2014, we mailed our customer a redemption and reinstatement form. The purpose of this form is to inform the customer of the options available regarding the vehicle. Attached you will find a copy of the Redemption and Reinstatement Form for your reference.

On page one of the Redemption and Reinstatement Form under the subtitle “All Charges are estimates and subject to change” it states:

“Your Vehicle is stored at the following location: [redacted], North Las Vegas 89165 ###-###-####. If your vehicle was REDEEMED or, if entitled, the contract is REINSTATED, it can be reclaimed at this address. If you had any personal property in the repossessed vehicle, such property may be identified and claimed by contacting the following party at the phone number.” 

On page two of the Redemption and Reinstatement Form subtitle “Notice Of Sale” it states:

“The vehicle described above will be sold at private sale at any time 10 days after the Date of Notice shown above unless the vehicle has been REDEEMED or the contract has been REINSTATED…If the vehicle is not redeemed or the contract is not reinstated within the time period stated above, we will dispose of the vehicle.”

On December 12, 2014, our customer contacted DriveTime regarding the repossession. We informed our customer to redeem the vehicle we require a payment of $1,600. Our customer advised DriveTime she would redeem the vehicle at the end of the month. We gave authorization to hold the vehicle until that time. Our customer did not redeem the vehicle.

On March 12, 2015, we mailed our customer an Explanation of Calculation of Surplus or Deficiency form. The purpose of the document is to inform our customer of the proceeds received for the vehicle, and the amount being applied to their current deficiency balance. Attached you will find a copy of the Explanation of Calculation of Surplus or Deficiency form for your reference.

At this time, DriveTime is willing to offer our customers the following resolution. We will delete our customer’s trade lines and waive the remaining deficiency balance. This update should reflect on our customer’s credit reporting 30-90 days after the request is completed.

We apologize for any confusion or inconvenience this may have caused. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.

Sincerely,

Josh S.
DriveTime
Customer Relations

August 1, 2016   Revdex.com Ph. (602) 264-5299 Fax (602) 263-0997   Re: Complaint #11577966   To Whom It May Concern,   Thank you for bringing this matter to our attention. We appreciate the opportunity to re-re-address our customer’s concerns.   Regarding the time frames our customer was quoted for the disbursal of her refunds, four to six weeks is an accurate estimate. GAP insurance and our Vehicle Service Contract are products provided and administered by Aeverex. Attached you will find the GAP Addendum and Vehicle Service Contract for your review.   On Page 2, Section E (2), the GAP Addendum states the following:   If You do not receive the refund/credit within 60 days of notice of cancellation/termination, contact the GAP Administrator stated above.   On Page 2, under DEFINITIONS, the Vehicle Service Contract states the following:   “Refund Period” means forty-five (45) days from the date of Administrator’s receipt of Your cancellation notice.   In general, due to the difficulty in determining when each step in the refund process has been executed by the appropriate party, we will advise our customers of the standard four to six-week period when they inquire as to their refunds. In this particular case, our representative was able to obtain more specific information for our customer.
FULL RESPONSE ATTACHED

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 January 27, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when he leased 2003 Chevrolet...

Avalanche. 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.At the time of lease, our customer signed and reviewed the Return Anytime Lease Agreement. Page 1, under subsection Excessive Wear and Use, states:"You may be charged for excessive wear based on our standards for normal use and for mileage in excess of a rate of 24,000 miles per year (prorated based on the total number of scheduled periodic payments) at the rate of twenty cents per mile."In addition, on page two, under subsection Description of Vehicle, it notes 150,666 miles as the starting odometer reading of his Return Anytime Lease Agreement.On July 13, 2015, a repair facility filed a claim with Aeverex. The repair facility noted an odometer reading of 167,187 miles when the claim was initiated. By this time, our customer had driven 5,440 miles over the prorated allotted mileage for 167 days in the lease. At the rate of twenty cents per mile, our customer had accrued an over mileage fee of $1,088 per his lease agreement.On July 24th, the claim was updated to report a transmission replacement. On July 28th Aeverex sent the high cost estimate for repairs to DriveTime for further review. Our customer contacted DriveTime’s corporate offices to inquire about the review process. We advised our customer that a decision would be made within 24 to 48 hours.On July 29th DriveTime advised Aeverex to proceed with the repairs for a total of $2,039.90.On July 30, 2015, we contacted our customer regarding his repair concerns and over mileage fees. We advised him that as an exception, we would release the vehicle to him and allow him until August 7, 2015 to pay the accrued over mileage fees. Our customer informed us that he would be abandoning the vehicle at the repair facility as he was unable to meet that agreement.On August 4, 2015, our customer contacted DriveTime’s Corporate Offices to discuss his concerns with the over mileage fee. We advised him that per his Return Anytime Lease Agreement, the allotted mileage is prorated based on the number of payments. We informed our customer he could cancel his lease any time by returning the vehicle to the dealership. By returning the vehicle to a DriveTime location, our customer would then be eligible to lease or buy a vehicle from us again at any time in the future.On August 13, 2015, DriveTime’s Customer Relations Department reached out to our customer to address his concerns. After further review of his situation we advised him that we would be unable to assist with the fees due to the excessive mileage placed on the vehicle. Our customer notified us that he would be returning the vehicle as he was unable to meet this request.We apologize for any confusion or inconvenience this may have caused. As a goodwill gesture, DriveTime has mailed a $25.00 American Express gift card to our 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 ###-###-####.Sincerely,[redacted].DriveTimeCustomer Relations

April 28, 2014

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Revdex.com

 
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 November 26, 2010, our customer entered into a retail installment contract when she purchased a 2007 [redacted]. Included you will find the retail installment contract for your reference.
 
We have attempted to contact our customer to come to an amicable resolution but have been unsuccessful. We will continue our efforts, and once we are able to reach our customer, we will address her concerns.
 
We encourage our customer to contact us at [redacted], for assistance.
 
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,
 

DriveTime
Customer Relations

I spoke with a customer service representative about the Revdex.com complaint. She essentially said that the company could not do anything for me unless I went through legal channels. She also told me that the other customer service representatives were incorrect in telling me that inspection reports could be sent to me. She also told me that they were incorrect in telling me thatif I had purchased the extended warranty they would be able to help me. I will be seeking legal representation and contacting the Attorney General.

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On August 16, 2013, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2007 Kia Sportage. Included you...

will find the Simple Interest Retail Installment Contract for your reference. On May 28, 2014, DriveTime contacted our customer and came to an amicable resolution. At this time, DriveTime has agreed to waive our customer’s deficiency balance and delete the trade lines from her credit report. In exchange, our customer has agreed to release possession of the vehicle to DriveTime. 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, 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.

As stated by drive time vehicle was indeed purchase with 1500 miles warrent with the first thirty days, after 30 December 11 vehicle was still in the repair shop. Vehicle was in the shop for more than sixty day of I only had the vehicle for the first five days. It several weeks after the 30 day to send payment.  As drive time stated all vehicle gets a rigorous inspection before sail clearly we can that was not true or didn't happen on this vehicle.  My repairs was covered under the limited warranty of which most of those time spent waiting on repairs..

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 received your e-mail about rejecting what drive time had said. Seeing where they said they would credit my account of 25 dollars is an insult to myself. I finally got a hold of the company and I feel as if they are lying to me. They are claiming that the credit bureau stopped them from reporting. I have had to contact a lawyer to send in the payment history and a letter to the credit bureau to fix my credit report. I feel like since I am the one having to take action to fix the problem and am still going to have to wait at least 60 more days for it to reflect on my credit report that drive time should do more.

Regards,

On June 17, 2016, our customer contact Bridgecrest in regard to the vehicle repairs. She stated that she did not have comprehensive and collision insurance and therefore her insurance provider would be unable to administer the approval for the damage. Our customer stated that she would be required to pay for the repairs out of pocket. Additionally she expressed concerns about her periodic bi-weekly payments and wished for Bridgecrest to assist. We advised that if she accepted the above-mentioned offer she would no longer be contractually obligated to her periodic payments. Furthermore, we encouraged her to provide any documentation related to the repairs for the vehicle. At this time, our customer’s loan has been classified to prevent collection and recovery efforts.
 
 
On June 18, 2016, Bridgecrest received an itemized estimate from a licensed body shop for $1093.38.  
On June 24, 2016, Bridgecrest spoke with our customer. At this time, we have since been able to correct the issues inhibiting the registration of the vehicle. Additionally, we advised that if our customer wished to stay in the vehicle, we would credit her account (1) periodic bi-weekly payment. Our customer was satisfied with the resolution, and we ended correspondence on amicable terms.
 
Should our customer no longer wish to continue business with Bridgecrest, we will extend an offer to return the vehicle in its current condition, rescind her contract, and return $906.62 of her down payment subtracting the balance of what fee’s will be required to repair the vehicle. Our customer will be required to sign a Full Settlement and Release of Claims if she wishes to take advantage of our offer.
 
Please see the attached PDF for the full response.

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. On January 31, 2015, our customer’s account charged off at 127 days past due for $1,855.10. If a customer’s account charges off, they may have an opportunity to redeem or reinstate their vehicle. The status of the account does not change if the customer chooses to redeem or reinstate their vehicle. If a customer chooses to redeem their vehicle, they are required to pay the total unpaid contract balance and additional fees for recovering the vehicle. Our customer chose to reinstate the vehicle and was required to pay the past due amount plus fees for recovering the vehicle. Our customer’s account will continue to reflect as being in a charge off status. However, as our customer makes her payments, her remaining principal balance will reduce. Once our customer pays off the remaining principal balance in full, her credit report will show a paid charge off 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

On October 10, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime...

when she purchased a 2009 Chevrolet Impala. At time of sale, our customer agreed to make 153 bi-weekly payments of $127.17 and one final payment of $125.75 beginning October 29, 2013. Attached you will find the Simple Interest Retail Installment Contract for your reference.

On March 29, 2015, our customer contacted DriveTime in regard to altering the frequency of his payments on the account to become semimonthly payments. DriveTime advised our customer that his payments would alter if changed to semimonthly frequency and we would review for approval.

Later that day, the frequency change was declined due to our customer’s account delinquent status. In order to process a frequency change, our customer’s account must be in a current status.

Since that time, our customer has made payments towards his account using a check free cash payment location. These payments are sent from a third party company on behalf of our customer. DriveTime is unaware of any barcode system that these third party companies may require.

On January 27, 2016, DriveTime contacted our customer to reach an amicable resolution. We advised our customer we would be able to send a CheckFreePay card to our customer’s email address. This card contains all the information needed for a check free cash payment to be made and is attached for your review. In addition, we advised our customer we could review for a frequency change on the account once the account is brought to a current status.

As a good-will gesture, DriveTime has applied a $25 credit towards our customer’s principal balance.

Should you have any questions or concerns, please contact us by calling us at [redacted]
Sincerely,

DriveTime Customer Relations
Tell us why here...

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 spoke with a Drivetime representative and she was not able to answer my questions regarding how could my payment be 180 if my payment was 203 and what happened to my 23 dollars if what I owed was less than my payment amount. The representative also state that she did not have time to listen to all the calls that were made because it would take too much time. I asked several times for an explanation on how could you owe less than what your payment is and what happened to my money. There were several times that I paid more than my 203 payment and what happened to that money. I never got an explanation. I told the rep that I didn't think she did a thourough investigation regarding my concerns and she stated it would be handled internally and I said that wasn't fair to me as a customer if she didn't listen to all the calls and look over the notes and not just go off records because that doesn't tell the whole story. There are more call than just Jan and Feb that should give a more insight as to what I'm talking about instead of just going off of some records because I was never informed and nothing was explained to me and still hasn't been explained to me as to how did they get to the amounts they are stating are owed. The rep should have listened to all calls and how is it fair as a customer if all calls are recorded and they can't find a call that happened 5 or 6 months ago. There are more recent calls where I have stated this same information and I have tried to get explanations and I have gotten nothing. It is simple math because if my payment is 203 and someone tells me I owe 180 and doesn't tell me I'm behind or I missed a week I'm going to assume that I'm ahead in my payments. I think Drive time should have handled this in a different manner and tried to resolve this by doing a complete investigation before calling me about the complaint and trying to address my issue. She was stating something about a text message when I had referenced an email. I'm the one who referenced the calls and asked did she listen to them and she stated no and that she would call me back and I have not recieved a call. In reference to the call where she says the call was disconnected if she listens to that call I stated to the rep as I made my payment the my phone battery was about to die and that I would call back but I will make the payment before it does. The rep is stating something that is not true and to my that makes me question her ethics and moral values. I don't think me or my husbands credit should be damaged due to misinformation and still not having an explanation as to how they got the amount of 180 and not 203 and where did 23 dollars go to. I can only get a fair and honest answer if all calls are listened to and all records are looked at. I truly believe this investigation is incomplete and not fairly done. I would hope that although I am only one person that I am considered a valued customer and that as a business Drivetime would value that and look into this matter and treat me fairly as a customer although I am only one person. If the reps at Drivetime have done their jobs they have documented what I have said and they will be able to locate these calls and see that I was never informed and that I have always asked for an explanation of my account and that I did not agree. Before the rep states incorrect information about a dropped call maybe she should listen to the call or look at the records and see how the call was dropped instead of trying to make a customer look bad. I honestly think this rep did not do a fair job in investigating my complaint or coming to a fair resolution. I am not looking for a handout but rather a fair and reasonable explanation. 1+1 = 2. 3-1=2 which is basic math and 203 equals 203 and not 180 and there is no explanation of that. I thought I was ahead in my payments and have stated that for months. The calls for the last months should still be available and will prove that what I say is correct. I am not asking for a handout but fair and just treatment. I don't think my credit or my husbands should take a negative impact if I was misinformed. My other concern is that my payment is due every 2 weeks and I started paying 100 dollars every week so how can my account be 30 plus days behind if for example I owe 300 dollars and I am 21 days behind and I make a payment of 100 dollars doesn't that make me 14 days since I made basically what would be owed in one week? I would like a honest and fair resolution and that's all I have asked for from the beginning. I am not looking for a handout but I would like drivetime to consider me a valued customer as I consider them a valued business. If I was eligible for a deferment or anything on my account why wasn't I told this but rather my account didn't qualify for anything when I asked about a due date change? If a deferrment was an option I should have been offered that so that my account wouldn't go over 31 days late if what the rep states is true. I honestly believe that I am correct and if all all calls are listened to and not just the ones that happened to not be avaliable anymore. I enjoy doing business with Drivetime and have asked reps when would I be eligible to get an additional vehicle from them because I think they are a good company to do business with. I am looking forward to a resolution to this matter and one that is fair and honest because I believe Drivetime stands for honesty and they have integrity as a company. It is a Drivetime discretion whether or not to damage a clients credit and if I did something to deserve that I would hold my head up high and except that but I honestly don't think that I have and if I was at risk of being 32 days late why didn't the rep state this too me when I spoke to her on the phone? That has been my complaint and issue and that is integrity and honor and when those two things are missing then also the right to do what's honest and fair.Regards,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I don't accept this offer because Drivetime is still not addressing the issues or concerns that I have made regarding my payments, the statements that reps did't tell me about my change in payment history, failure to issue me a new payment schedule, explanation of how where money was applied or the difference amounts and how they were obtained. Drivetime won't accept responsibility for the faults that their reps as well as management have failed to address regarding my complaints or concerns about this account that has been ongoing since March 2015.In the response to my original complaint the Drivetime rep intentionally mislead Revdex.com with incorrect information regarding how much I had made towards my May 2015 when in fact I had made more than what was stated but paid what the rep stated I needed to pay. I was under the impression in January of 2015 that I was ahead in my payments when the rep told me that my payment was only 180 dollars and had never stated that I had a third payment in August. As in my previous statements to the Revdex.com I was never told about these missed payments and if they listen to all the phone calls they would find this out to be true. According to Drivetime none of the calls are available which seems convenient for Drivetime but unfair to as a customer. There are numerous phone calls and notes that should be availabe regarding the numerous calls and concerns that I have regarding this issue. If my payment is 203.82  and they say I missed a payment how does it become 179.74? If I missed an additional payment of 203.82 and I owe another payment that would equal 407.64 but instead they have two payments that total 383.56 which leads to more confusion because they say I owe 531.66 which adds to the confusion considering the fact that I have not missed any payments but August and January payment. The rep keeps stating the 5.00 fee but fails to state the fact I wasn't made aware of this until Oct 2014 and this seems to be a trend of untruths that the reps of Drivetime have been doing. If I would have been made aware of these missed payment I could have paid more towards the balance and not have been in the current situation that Drivetime states and that I disagree. Any person would assume that they are ahead in payments if they are told they owe less than what their payment is and have never been told about they missed a payment and continue to make the regular payment and not the amount quoted to them. This not only affects me but my husband as well and if Drivetime can find the phone calls they will see that I have stated since March that I would like this matter cleared up because I don't want it to affect our credit and that is why I have asked to speak to supervisor after supervisor for an explanation and to address my concerns and issues. Why does Drivetime keep answering with the same answer which is I signed a contract instead of addressing my concerns and issues? Why won't they do the honrable thing and do a thourough investigation and realize there were mistakes made and do the honorable thing and come to a fair and just resolution. If there was a change in the amount of payments per months I should have been told this or recieved something in writing showing me an updated payment change. If there was a missed payment I should have been made aware of this before March of 2014. After I started inquiring about how money was applied and how did they get to certain amounts then they said it was an August payment and it made no sense to me because I was told I only owe 180 in January which at that point I thought  I was ahead in my payments. Drivetime needs to address my issues and concerns with this complaint but my original complaint as well. If I honestly did something wrong I would say hold me accountable but since I did nothing wrong Drivetime needs to do the honorable thing and come to a fair an honrable thing and not let this affect my credit. If I would have been told about the missed payment in August I could have made it. Then there is another payment in January and I was still not made aware of this payment and still had not recieved an updated payment schedule to make me aware that I had three payment but was told I owed 180. My resolution is for Drivetime to do what's right even if they won't admit fault and to not let this affect me or my husband credit because had I been told and did not make the payments then I would have to accept the negative impact but since I wasn't made aware and have disputed and asked for questions and explanations and have yet to recieve them it is not only unfair but not honorable or right. The Drivetime rep is not stating the whole truth but giving robotic answers and answers that only tell a one sided story to make them look correct and just. I am not looking for a handout but a fair and just conclusion. If there was a problem with my account when I inqured about a due date change and the rep stated I wasn't elgible for one and my account didn't qualify for anything I would have been told about a deferment. It seems strange and dishonest that after I stated I was filing for a complaint with the Revdex.com that all of a sudden I could get a deferment but yet I couldn't get answers to my questions about my account. They want me to accept a deferment as a way for me to admit fault but I'm not at fault but rather Drivetime is and needs to accept responsibility and do what's right in this situation. I'm not looking for a handout but rather a fair and just resolution. My resolution is for this not to impact my credit because I did everything which I thought was correct in regards to my payments.

Regards,

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

On August 19, 2014, we made an exception to cover four tires and an oil change.

On August 23, 2014, a $25 credit was applied to our customer’s account. Our customer’s account is currently showing a credit balance of $37.

On September 19, 2014, we referred our customer to [redacted] for possible transmission repairs.

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

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 July 30, 2010, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he...

purchased a 2005 Isuzu Ascender. 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 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 June 12, 2015, our customer submitted a payment of $578.50 to his account which completed the terms of his loan with DriveTime.On July 8, 2015, DriveTime’s Customer Relations Department contacted our customer to advise him of our current reporting status. Our customer checked his reporting through [redacted] and [redacted] and verified they were now reporting but had not yet updated the paid status of his loan. We advised him that it can take 30-60 days after payoff for a loan to report as paid. Our customer then pulled his [redacted] report and notified us that it currently reflected a balance of $1,334 which was last updated on March 21, 2015. We informed our customer that it should not be reporting, as we have not begun our updates to [redacted] at this time, and we agreed to investigate the matter further.After speaking with our customer, we received an update that DriveTime recently began reinstating accounts to [redacted]. At this time we have completed updatingreports through March 2015, and expect the updates to be finalized in the next 30- 60 days.On July 9, 2015, we contacted our customer to notify him of the abovementioned update. He confirmed that he was pleased with this news and understood it could take 30-60 days for his loan to reflect as paid with the three major credit bureaus.We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has mailed $25 American Express gift card to our 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 ###-###-####.Sincerely,[redacted].DriveTime Customer Relations