DriveTime

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

On February 6, 2014, our customer entered into a retail installment contract when she purchased a 2007 BMW 3 SERIES. Our customer purchased the optional 3 year/36,000...

mile limited warranty, administered by Aeverex. The retail installment contract and limited warranty agreement are attached for your reference.

On March 26, 2014, we contacted our customer and came to an amicable resolution. DriveTime has agreed to provide our customer with a rental vehicle, until her repairs are completed.

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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customers’ concerns. On August 20, 2012, our customers entered into a simple interest retail installment contract when they purchased a 2005 Chrysler 300. Included you will find the Simple...

Interest Retail Installment Contract for your reference. On December 18, 2013, our customer informed us the vehicle was in an accident and had been deemed a total loss. On January 23, 2014, our customer participated in DriveTime’s total loss protection program. In order to qualify for this program, our customer paid a deductible to delete the remaining balance due on the account. On April 28, our customer informed DriveTime we were reporting inaccurately on his credit report. On May 2, we contacted our customer to inform him we have corrected and updated our reporting to the three major credit bureaus. We have mailed the necessary documents, which detail the changes that were made to address the issues. As a goodwill gesture, DriveTime offered to mail our customer a $50 American Express gift card; however our customer declined our offer. We apologize for any inconvenience this error has caused. We thank our customer for bringing this matter to our attention so we could correct our mistake. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted]. Sincerely, [redacted] DriveTime Customer Relations

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to 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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On October 18, 2014, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2013 Chrysler 200. Our customer elected to...

purchase the optional SkyLink service and GAP insurance. Attached you will find the Simple Interest Retail Installment Contract, the SkyLink service document, and GAP insurance for your reference. On December 19, 2014, we reached out to our customer to address her concerns. Our customer advised she wanted to cancel and receive a refund for the SkyLink service and the GAP insurance. We advised our customer that the GAP insurance is a refundable product and would need to be cancelled through Aeverex, the GAP insurance provider. We advised our customer that we could deactivate the SkyLink service; however, it is a non-refundable product.
As a goodwill gesture, DriveTime has made the exception to cancel the SkyLink service and refund the $495.00 in the form of a credit to our customer’s principal balance. We apologize for any inconvenience or confusion this situation might have caused.
DriveTime thanks the [redacted] 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 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

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,

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

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,

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]

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

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,

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

Revdex.com

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Re: Complaint #[redacted]

To Whom It May Concern:
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On January 4, 2016, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2012 Ford Focus. Our customer also opted to purchase a 5 year/50,000 mile Vehicle Service Contract, administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference.
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.
Page one of the “Customer Delivery Checklist” under Important Reminder, states:
“Our focus of the multi-point 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.”
Additionally, on page one of the “Customer Delivery Checklist” under Maintenance Items, states:
“…These maintenance items are subject to replacement only upon failure of the component. After sale, these routine maintenance items are the responsibility of the vehicle owner…”
At the time of sale, our customer signed the “Customer Delivery Checklist.” Attached you will the Customer Delivery Checklist for your review.
If our customers’ are not satisfied with the vehicle, DriveTime offers a Vehicle Return Program, which gives our customer the ability to return the vehicle to DriveTime and terminate his Simple Interest Retail Installment Contract. To participate in the vehicle return program, our customer must return the vehicle to the dealership within five calendar days. Attached is the Retail Purchase Agreement for your review.
Continued… (Full version provided to the Revdex.com)

The car is messed up still and the check engine light came on again when the repair facility returned it back to me.

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.

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

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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On March 12, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2007 Mercedes-Benz C Class. Attached you will find the Simple Interest Retail Installment Contract for your reference.On May 15, 2015, our customer contacted DriveTime stating that she had paid for a key fob out-of-pocket and would not be able to make her upcoming payment due to this expense. DriveTime offered to provide our customer a payment deferment to assist during the financial hardship. We requested that our customer send in the receipts for her out-ofpocket expenses to process the deferment.On June 16, 2015, our customer contacted our loan-servicing department. We informed our customer that the modification had not been processed because we had not received receipts for the out-of-pocket expenses. DriveTime advised our customer to submit the receipts again so we could assist by processing the payment deferment.To date, we have not received the receipts for the out-of-pocket expenses. We encourage our customer to send the receipts via fax to ###-###-#### or via email to [email protected] have made several unsuccessful attempts to contact our customer to discuss her concerns.On June 19, 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 ###-###-####.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]DriveTime Customer Relations

January10, 2014[redacted]

[redacted] BetterBusiness Bureau[redacted]

[redacted]  Re:Complaint #[redacted] Dear [redacted]Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customers’ concerns. On July 10, 2013, our customers...

entered into a retail installment contract when they purchased a 2008 Chevrolet Aveo with 67,410 miles. The vehicle came with a 3 year/36,000 mile limited warranty administered by[redacted]. The retail installment contract and the limited warranty agreement have been included for your reference. All DriveTime vehicles are thoroughly inspected prior to sale at our inspection centers. At the time of sale, DriveTime provides our customers with an [redacted] Vehicle History Report. The [redacted] Vehicle History Report may indicate a prior accident record, a rental, or government vehicle, registered in a storm area, and/or a theft record. These items will be noted in the Vehicle Information section on the [redacted] Report. Our customer signed and acknowledged the vehicle had not been in any accidents prior to purchase. I have included the document for your review. Additionally, our customers signed the “What you need to know about financing a vehicle with DriveTime” agreement. Page two, section “Title History Report” states, “You have received and reviewed your title history report. The [redacted] report is created by a private company not affiliated with DriveTime. [redacted] gets information from government and private businesses. We give this report to you as a courtesy. Use or damage information about the vehicle not listed on the report given to you may appear on reports created by other private businesses (for example, Carfax) or on [redacted] report obtained after you purchased the vehicle. You should research the vehicle thoroughly before purchasing and fill out the [redacted] Buyback Protection Registration Form after purchasing.” I have included the document for your review. Our customers reviewed and signed the limited warranty agreement at the time of sale. The limited warranty agreement specifically lists what items are covered, it also list excluded components. In July and August, our customer contacted [redacted], regarding repair issues with the vehicle. A claim from a repair facility for these issues was never filed. On September 13 and October 15, our customers contacted us stating they paid for repairs on the vehicle, which was the reason for their account becoming past due. We advised our customers to submit repair receipts for possible assistance on their account.  On October 22, the vehicle was placed for repossession, the account was 59 days past due. Later that day, we received a copy of our customers repair receipts. On October 30, we contacted our customers and informed them in order to eligible for payment deferments one payment would be need to be made. This payment was required due to an insufficient payment made on August 24. Our customers informed us they would make a payment on November 1. We accepted the arrangement and informed our customers the vehicle was out for recovery due to the loan being 67 days past due. On November 22, the vehicle was located and recovered at 90 days past due. On November 23, our customers contacted us stating they sent us the repair receipts and they have honored the contract. Our customers requested we reimburse them for the total cost of repairs. We informed them they have not kept their contractual obligations, and are in default of their loan. We also advised them they did not satisfy the arrangements made on October 30, to qualify for payment deferments. We informed them they have the option to redeem the vehicle and reinstate the loan. On January 3, we spoke with our customers regarding the repairs and recovery of the vehicle. During the conversation, the phone was disconnected. At this time, we are unable to accommodate our customers request for reimbursement of money spent on repairs or lost wages.  We advise our customers to submit repair receipts for review. 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 800-965-8043. Sincerely, DriveTime Customer Relations

March 28, 2014 [redacted] Revdex.com Ph. [redacted] Fax [redacted] Re: Complaint # [redacted] Dear [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our...

customer’s concerns. On February 10, 2013, our customer entered into a Closed End Motor Vehicle Lease with DriveTime, when she leased a 2005 [redacted]. Included you will find the Closed End Motor Vehicle Lease for your reference. We have been in contact with our customer and we are working towards an amicable resolution. As a goodwill gesture, DriveTime has mailed a $25.00 [redacted] gift card. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted]. Sincerely, DriveTime Customer Relations