DriveTime

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

I simply don't agree with some of this response:
I am out of pocket $445.85 on repairs a warranty was supposed to cover on an "engine" issue, I didn't opt out, the warranty and a tracking system was added to the bill.
I don't believe the vehicle was properly inspected, the front brakes completely failed after just two months of me driving the vehicle.
The rear door isn't a cosmetic issue, where theft could occur, I believe that's a safety and security issue.
I can fax a copy of the latest repair bill, will it take three months for a proper response like it did last time?

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns.   On July 15, 2016, we informed our customer she will need to have a diagnosis completed at an in-network repair facility prior to us reviewing options of possible assistance. We offered a lock-in rate rental at $25.99 and rental reimbursement at $25.99 per day, while the vehicle was at the repair facility. The rental reimbursement would be either in a form of a check or a credit to the account.   At this time, we have no further information. Once we have an invoice for the current repairs, we will consider all options of possible assistance.   DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted]

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 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

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

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,

Dear Ms. [redacted],

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Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
 
On September 10, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime, when she purchased a 2007 Pontiac Grand Prix. The vehicle came with a 5 year/ 50,000 mile limited warranty administered by [redacted]. Included you will find the Simple Interest Retail Installment Contract and the DriveCare Limited Warranty agreement for your reference.
 
All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. The vehicle met DriveTime and Department of Transportation standards.
 
On July 15, 2014, our customer contacted [redacted] regarding her vehicle overheating. [redacted] referred her to the nearest repair facility in order to have the vehicle diagnosed.
 
On July 17, 2014, the repair facility contacted [redacted] recommending the replacement of the engine. [redacted] requested the performance of an inspection to determine the cause of engine failure and the extent of damage done to the engine. All inspections are performed by a third party, and typically require 24-48 hours to be completed.
 
On July 18, 2014, our customer was offered a rental vehicle for 3 days to accommodate her transportation needs during the time of inspection.
 
On July 21, 2014, the third party inspector contacted [redacted] with the finalized inspection report. The report stated the failure of non-covered components caused the engine to overheat which caused excessive damage to the engine. The engine replacement was denied due to our customer continuously driving on the vehicle while it was overheating which caused excessive damage to the vehicle.
 
At this time, DriveTime is unable to accommodate our customer’s request for an engine replacement or to exchange vehicles.  We encourage our customer to contact us once the repairs have been completed in order to review her account for possible payment 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 800-965-8043.
 
Sincerely,
 
[redacted].
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)

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

May 29, 2015
[redacted]
Revdex.com
Ph. [redacted]
Fax [redacted]
Re: Complaint # [redacted]
Dear Ms. [redacted],
Thank you for bringing this matter to our...

attention. We appreciate the opportunity to address our customer’s concerns On May 8, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2008 Chrysler Town & Country. Our customer opted to purchase a 5 year/50,000 mile Vehicle Service Contract (VSC), administered by [redacted]. Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference.
All DriveTime vehicles are thoroughly inspected at our DriveTime inspection centers prior to sale. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no need to replace it.
At the time of purchase, our customer signed and reviewed the attached Customer Delivery Checklist. On the Customer Delivery Checklist under Important Reminder, it is states:
"Our focus of the multi-point inspection is primarily the safety and reliability of your vehicle…Please insure you are comfortable with the condition of the vehicle prior to purchasing."
Additionally, on the Customer Delivery Checklist under Maintenance Items, it is states:
"…These maintenance items are subject to replacement only upon failure of the component..."
On May 21, 2015 DriveTime’s Customer Relations Department reached out to our customer to address her concerns. We advised her to take the vehicle to a repair facility to be diagnosed. Once a claim is filed with [redacted], we can determine if repairs are covered by the Vehicle Service Contract and review non-covered components for possible assistance. We reminded our customer that within the first 30 days or 1,500 miles, diagnostic and deductible fees are covered under her DriveCare Limited Warranty.
On May 22, 2015, a repair facility filed a repair claim with [redacted]. [redacted] approved the cost of repair for the tire pressure sensor for a total of $95.23.
We have made several unsuccessful attempts to contact our customer to inquire whether she is satisfied with this resolution. If our customer has any additional questions or concerns, we encourage her to contact our Customer Relations Department at [redacted].
We apologize for any confusion or inconvenience this may have caused. 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 [redacted].
Sincerely,
[redacted].
DriveTime Customer Relations

I do not a agree with the information the company provided it stated that I came in on 10/23/15 with the complaint regarding the bumper when thats not true I went in on 10/20/15 as well as constantly called I can provide phone records and of theres cameras in the store they can verify ot as well, when I went into the store on 10/22/15 and spoke with customer service manager [redacted] and he stated that since he spoke with Maaco and my claim was put in on the 5th day that it wouldn't count against me and if I chose to switch vehicles I could and I have plenty of proof and yet the problem have not been fix its been alot of back and forthness between DriveTime to Maaco to Aveerex and til this day I have to still drive in a hazardous vehicle.

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On March 23, 2013, our customer entered into a simple interest retail installment contract when he purchased a 2007 VOLVO S40 FWD. The vehicle came with a 36 month/36,000 mile DriveCare Limited Warranty, administered by Aeverex. The retail installment and warranty are attached for your reference.On July 15, 2013, a claim was filed for the radiator fan and coolant. The claim was fully approved under the limited warranty.On December 2, 2013, a claim was filed for the coil pack. The claim was denied under the limited warranty. The coil pack is a non-covered component under the limited warranty. Between March 23, 2013 and December 2013, our customer drove 42,576 miles.On March 13, 2014, our customer sent an email to DriveTime expressing his concerns with repairs needed on his vehicle. Our customer was advised to send receipts for any out of pocket expenses, to be reviewed for possible payment assistance. Our customer advised us he was unsure if he wanted to stay in the vehicle due to the repairs.On April 25 and 28, 2014, we attempted to contact our customer to discuss his Revdex.com complaint. We have been unable to get in touch with our customer.At this time, we are unable to accommodate our customer’s request for a refund or delete the trade lines. We encourage our customer to contact us at [redacted], to discuss his account.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] DriveTimeCustomer Relations

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

May 28, 2015
[redacted]

Dear Ms. [redacted],
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. We apologize for any confusion or inconvenience this matter may have caused
On April 24, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a 2012 Ford Fiesta. 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 attached Driver’s Seat Vehicle Return Agreement which states:
"We will give you the ability to return the Vehicle to DriveTime and terminate this Lease Contract so long as you return the Vehicle: To the DriveTime dealership where you purchased it within one calendar day…"
At the time of lease our customer signed and reviewed the attached Life of Lease Limited Warranty. On page 3, under subtitle Coverage Exclusions, it states:
"The Driver’s Seat Limited Warranty provides no benefits or coverage and Dealership has no obligation for: Any cost or other benefit for which the manufacturer has announced its responsibility through any means including public recalls or factory service bulletins."
At the time of lease our customer signed and reviewed the Safercar.gov Recall Report Acknowledgement. The Recall Results provided to our customer at the time of lease reflected no open recalls for her vehicle.
On April 27, 2015, our customer contacted DriveTime to discuss her mechanical concerns. Our customer requested to return the vehicle and receive a refund of her down payment. We advised our customer that she was outside of the one day return period, if she chose to cancel her lease there would be no refund of monies paid.
On April 28, 2015, a repair facility initiated a repair claim with Aeverex. Aeverex approved the cost of the diagnostic and the starter motor for a total of $364.50. The repair facility submitted an update to the repair claim on May 1, 2015, to include an inoperable USB socket. Aeverex approved the cost of the additional repair for $50.
On May 1, 2015, our customer contacted DriveTime’s Customer Relations Department to inquire about possible rental assistance. We advised our customer that we could not offer assistance for her previous claim but would offer up to $25.99 per day of rental reimbursement for her next visit to a repair facility.
On May 18, 2015, our customer contacted DriveTime’s corporate offices to discuss her concerns. We contacted the DriveTime dealership to obtain additional information. The dealership verified that when our customer brought the vehicle back on April 25, 2015, she was given the option to either return her vehicle or to address repair concerns. We informed our customer that no exceptions would be made to be refunded if she were to return the vehicle. Our customer opted to keep the vehicle and follow the repair process.
On May 19, 2015, an Original Equipment Manufacturer (OEM) filed a repair claim with Aeverex for an inoperable USB port, an inoperable power accessory plug and cover, and a broken visor mirror.
On May 20, 2015, we contacted our customer to discuss her concerns. Our customer stated there was a recall issue on her vehicle. She stated the parts for this recall were on back order and would take several weeks to arrive. Our customer inquired about returning the vehicle for a refund of her down payment. We explained that no refund would be administered if she chose to return her vehicle. We advised our customer that recall issues are to be addressed through the OEM.
On May 22, 2015, we contacted the OEM Service Center regarding the possible recall issue. The representative verified that the issue with the visor and cigarette lighter were addressed. However, the representative was unable to verify any current recall issue with our customer’s vehicle.
At this time, we are unable to accommodate our customer’s request. If our customer is experiencing mechanical issues, unrelated to a manufacturer recall, we encourage her to take the vehicle to a repair facility to be diagnosed. Once a new claim is filed with Aeverex, we can determine if the repairs are covered by the Life of Lease Limited Warranty and review non-covered components for possible assistance.
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 [redacted].
Sincerely,

DriveTime
Customer Relations

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

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.[Provide details of why you are not satisfied with this resolution.]

Regards,

[redacted] the response and documents submitted by drive time have nothing to do with the extended warranty. We are addressing the attached documents which states a multipoint inspection was done however the vehicle displays the opposite. Basic safety issues such as brakes and now tires are one of the basic and most essential areas of inspection in which drive time obviously made false statements regarding the safety of the vehicle. We have tried to contact Justin Murrick on sever occasions. The latest being sept 14 2015 at 9:00 am. We were told mr [redacted] was not in until later and would return the call within a few hours. It is now 2:44 pm pacific time and we have still not heard from him

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On March 6, 2014, our customer entered into a retail installment contract with DriveTime when she purchased a 2011 Ford Taurus. Our customer elected to purchase a 3...

year/36,000 mile vehicle service contract, administered by Aeverex. Included you will find the Retail Installment Contract and Vehicle Service Contract agreement for your reference. We have made several unsuccessful attempts to contact our customer to discuss her concerns. On November 11, 2014, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform our customer of our attempts to reach out to her. We encourage our customer to contact our Customer Relations department at ###-###-####, to discuss her concerns. 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 ###-###-####. Sincerely, DriveTime Customer Relations

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

On August 9, 2014, our customer entered into a Simple Interest Retail Installment contract when she purchased a 2009 Mitsubishi Galant. Our customer purchased a 5...

year/50,000 mile limited warranty. Included you will find the Simple Interest Retail Installment contract and the limited warranty agreement for your reference.

On September 5, 2014, we reached out to our customer and are currenty working towards 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,

DriveTime

Customer Relations

October 1, 2015

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[redacted]

[redacted] 

 
[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 July 17, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2006 [redacted] Pacifica. The vehicle came with a 30 day/1,500 mile DriveCare Limited Warranty, administered by [redacted]. Our customer elected to purchase a 5 year/50,000 mile Vehicle Service Contract, also administrated by [redacted]. Attached you will find the Simple Interest Retail Installment, DriveCare Limited Warranty, and Vehicle Service Contract for your reference.
 
All DriveTime vehicles are thoroughly inspected at our DriveTime inspection centers prior to sale. 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 June 28, 2015, our customer contacted [redacted] with concerns that the vehicle was jerking and hesitating. [redacted] referred our customer to an in-network repair facility to have the vehicle diagnosed.
 
On June 29, 2015, an in-network repair facility filed a claim with [redacted] for a blower motor, blower motor resistor, Schrader valves, radiator cap, and seat plastic. [redacted] approved all repairs and diagnostic fees in full under the terms of the DriveCare Limited Warranty.
 
On September 14, 2015, our customer contacted DriveTime with additional repair concerns. Our customer advised some of the repairs reported on the latest estimate had not been completed by the repair facility. DriveTime advised our customer in order to review her estimate for any assistance we must first have it reported to [redacted]. We advised our customer to have the repair facility diagnose the vehicle and contact [redacted] with the any additional repairs.
On September 15, 2015, an in-network repair facility filed a claim with [redacted] for an O2 sensor, and a wheel speed sensor. After reviewing the claim, DriveTime agreed to make an exception to assist with the repairs. Our customer was responsible for their $100 deductible and DriveTime agreed covered the remaining cost in full.
 
On September 17, 2015, our customer contacted DriveTime and advised the vehicles issues were persisting. We advised our customer to return to the repair facility to have the additional repairs diagnosed. We advised our customer DriveTime would instruct [redacted] to accept the claim and forward the estimate to DriveTime for review.
 
The same day, an in-network repair facility filed an estimate for additional repairs. The repairs consisted of both outer tire rod ends, left lower control arm, and an alignment. [redacted] accepted the claim and forwarded it to DriveTime for review.
 
On September 18, 2015, our customer contacted DriveTime to inquire if we had received the estimate and reviewed her claim for any assistance. After reviewing estimate, we agreed to cover the additional repairs in full. We also advised the customer we would offer rental reimbursement for the time the vehicle would be in the repair facility.
 
On September 22, 2015, our customer contacted DriveTime and advised the vehicle was having additional issues. Our customer advised the vehicle was not safe and had been into the shop multiple time. She advised DriveTime she wished for us to provide her with another vehicle as she felt the current vehicle presented a safety concern. We advised our customer we would consider other options for assistance however; we must have a current claim on file. We advised our customer to take the vehicle back to the repair facility and have them warrant their work. Our customer agreed and advised she would take the vehicle back to the repair facility.
 
On the same day, the in-network repair facility filed an estimate for an alternator, motor mounts, head gasket, head machining, head bolts, spark plug, and a timing belt.
 
On September 24, 2015, DriveTime contacted our customer to address her concerns. We advised our customer we would like to offer her an exception to exchange her current vehicle for another. Our customer was satisfied with the resolution and agreed to return with the vehicle to the DriveTime dealership to complete the process.
 
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 at 800-965- 8043.
 
Sincerely,
 
[redacted]
DriveTime