DriveTime

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

On August 09, 2013, our customer entered into a Simple Interest Retail Installment contract when she purchased a 2008 Chevrolet Impala. The vehicle...

came with a 3 year/36,000 mile limited warranty. Included you will find the simple interest retail installment contract and the limited warranty agreement for your reference.

We have attempted to contact our customer to address her concerns, but have been unsuccessful. At this time, we encourage our customer to contact us at [redacted], to discuss her concerns.

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 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

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

On May 8, 2012, our customer entered into a simple interest retail installment contract when she purchased a 2002 GMC Envoy. The vehicle came with a 3 year/ 36,000 mile...

limited warranty. Included you will find the simple interest retail installment contract and the limited warranty agreement for your reference.

On October 9, 2013, a repair facility contacted us and recommended a starter repair. The repair facility informed us this is the second time the starter would be replaced. Our customer previously authorized and paid to replace the starter. The part was covered under the manufacturer warranty. The limited warranty covered the labor cost.

On July 18, 2014, a separate repair facility contacted us and recommended a starter repair. The started was approved under the limited warranty; however, our customer was responsible for a $250 co-pay. Later that day, our customer contacted us requesting we waive the $250 co-pay. We informed our customer the co-pay could not be waived due the amount of time and miles (7,424) driven since the last repair. Our customer informed us the mileage was incorrect. We confirmed with the repair facility that the mileage was correct.

On August 19, 2014, our customer contacted us requesting a reimbursement of $250 for the co-pay. She stated the starter had been replaced four times. Later that day, we reached out to the manufacturer to confirm the part was still under warranty. The part supplier representative informed us they would need the original part along with a copy of the purchase receipt.

On August 20, 2014, we contacted our customer and explained we are unable to obtain the original part or copy of receipt from the repair facility. We advised our customer we would be unable to refund her $250 co-pay.

On September 9, 2014, we spoke with our customer and came to an amicable resolution. As a one-time courtesy, we agreed to credit our customer’s account $125.

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

Sincerely,

DriveTime

Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On September 9, 2014, our customer entered into a Simple Interest Retail Installment Contract when he purchased a 2008 Chevrolet Impala. Our customer also...

elected to purchase a 3 year/36,000 mile Limited Warranty administrated by [redacted]. Included you will find the Simple Interest Retail Installment Contract and Limited Warranty for your reference. On December 29, 2014, our customer called DriveTime to discuss the brake, rotor, and leak issues with the vehicle. Our customer was advised that a claim for the repairs would need to be submitted from the repair facility before any assistance can be researched.
On December 31, 2014, the repair facility called in a claim to [redacted] for review. DriveTime reviewed the claim shortly after and an exception was made to cover the needed repairs.
On January 2, 2015, we contacted our customer regarding his [redacted] complaint. He stated he was informed that the repairs were being covered and was going to pick up the vehicle later on in the day.
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 customer’s concerns. On May 13, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2010 Honda Insight. Attached you will find...

the Simple Interest Retail Installment Contract for your reference. On May 13, 2014, DriveTime made an exception for our customer to re-contract in order to accommodate her request to cancel the GPS Skylink Service. The GPS Skylink Service was an optional product at of time purchase and was not refundable. At the time of re-contracting, the information submitted to the [redacted] was missing our customer’s name. The Virginia DMV had informed DriveTime and our customer that she would need to submit a “Statement of Ownership”. Attached you will find a “Statement of Ownership” for your reference. We encourage our customer to submit this document to the Virginia DMV to ensure this matter is resolved before her current registration expires.As a goodwill gesture, DriveTime has applied a $50.00 credit to our customer’s account.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations

Dear Ms. [redacted],
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On May 7, 2014, our customer entered into a Cancel Anytime Lease contract with DriveTime when she leased a 2007 Dodge Caliber....

On January 20, 2015, we contacted our customer to address her [redacted] complaint. We advised our customer we have researched the situation and have taken the appropriate steps to get her referral credit processed.
On January 21, 2015, the credit posted to our customer’s account. We apologize for any inconvenience or confusion this might have caused.
As a goodwill gesture, we have also applied a $25 credit to our customer’s account.
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

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

[redacted] Re: Complaint #[redacted] Dear Ms.[redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns....

On November 28, 2014, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime, when she leased a 2005 Chevrolet Equinox. All lease vehicles come with a Life of Lease Limited Warranty, administrated by [redacted]. Included you will find the Closed End Motor Vehicle Lease and Life of Lease Warranty 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, it will not be replaced. Page one of the "Lease Vehicle Inspection Checklist" under Important Reminder, 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 page one of the "Lease Vehicle Inspection Checklist" under Maintenance Items, states: "…These maintenance items are subject to replacement only upon failure of the component..." At the time of sale, our customer signed and dated the "Lease Vehicle Inspection Checklist." Attached you will the Lease Vehicle Inspection Checklist for your review. A timeline of our customer’s repair history is as follows: December 4, 2014, a repair facility contacted [redacted] and recommended repairs on the radiator, bypass hose, and wheel bearings. [redacted] approved the repairs under the Life of Lease Limited Warranty. December 8, 2014, a repair facility contacted [redacted] and recommended repairs on the thermostat and water pump. [redacted] approved the repairs under the Life of Lease Limited Warranty. December 16, 2014, a repair facility contacted [redacted] and recommended an oil pan drain plug. [redacted] approved the repairs under the Life of Lease Limited Warranty. On December 15, 2014, our customer contacted us, stating the vehicle has been in the repair facility and has not been able to use it. We made an exception and offered to credit our customer per diem ($16.11) for each day the vehicle was in the repair facility. Our customer vehicle was in a repair facility for a total of seven days. On December 17, 2014, our customer’s semi-monthly payment for $225.64 came due. On December 18, 2014, we applied the per diem credit to our customer’s account for $112.82. On January 2, 2015, our customer’s semi-monthly payment for $225.64 came due. Later that day our customer contact us and stated she no longer wanted the vehicle. She requested we pick up the vehicle and refund her down payment. We informed our customer it is a return anytime lease with no refund. In addition, she had made no payments on her lease. On January 6, 2015, the vehicle was recovered per our customer’s request and the lease was terminated. On January 26, 2015, we contacted our customer and came to amicable resolution. We agreed to refund our customer $348.80 and she will be required to sign a Full Settlement and Release of Claims, if she chooses to take advantage of this office. This settlement offer is good until February 2, 2015. 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 ?

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 February 25, 2014, our customer entered into a Simple Interest Retail Installment Contract with...

DriveTime when she purchased a 2008 Chevrolet Aveo. Attached you will find the Simple Interest Retail Installment Contract for your reference. At the time of sale, our customer agreed to make 121 bi-weekly payments of $198.68 and 1 final payments of $197.14, beginning March 19, 2014. Since March 19, 2014, our customer has been set up on automatic payment withdrawal. On June 13, 2015, our customer requested a payoff quote from DriveTime. We informed our customer of the payoff amount of $11,436.62, which would remain good until June 23, 2015. On June 17, 2015, our customer contacted DriveTime and requested we take her payoff payment over the phone. We informed our customer that we use a third party vendor to process payments, Western Union. We informed our customer in order to take the full balance of $11,436.62, we would have to break it down in increments, and there would be a processing fee of $4.50 for each transaction. We informed our customer it would be easier to send certified funds directly to DriveTime’s payoff address. On June 22, 2015, we received a payoff check in the amount of $11,436.62. On June 24, 2015, our customer contacted DriveTime and informed us DriveTime’s automatic payment withdrawal system had pulled a payment of $198.68 from her bank account. We informed our customer that her automatic payment withdrawal had not been cancelled after her payoff check had been received, but DriveTime had not yet received the funds on our end. We informed our customer once the payment posted to her account, DriveTime would then be able to issue a refund if there was an overpayment on the account. On June 26, 2015, a payment of $198.68, which had originally posted to our customer’s account on June 10, 2015, was reversed. Our customer had closed the bank account she was utilizing for automatic payments, causing the reversal to occur. When processing automatic payment withdrawals through Western Union, funds can take up to 14 days to clear and post. Because of this reversed payment, our customer was left with a remaining principal balance of $163.66. On June 30, 2015, the automatic payment of $198.68 from June 24, 2015, posted to our customer’s account. At this time, DriveTime must wait to ensure the payment from June 24 does not reverse due to the bank account being closed, as the June 10 payment did. If the June 24 payment does reverse due to the bank account being closed, DriveTime is willing to waive the remaining deficiency balance as a good-will gesture. If the payment does not reverse, our customer will be sent a refund check of $35.02.On July 1, 2015, we contacted our customer to discuss her concerns. We encouraged our customer to provide running bank statements from her financial institution that show the payments from June 10 and June 24 cleared from her bank account. We informed our customer we would refund any overpayments that are due to her. During our conversation, the call was disconnected. At this time, DriveTime is diligently working towards a resolution for our customer. If our customer would like to continue to discuss this matter, we encourage her to contact our Customer Relations department at ###-###-####. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [redacted]. DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On July 15, 2011, prior to purchasing a vehicle with DriveTime, our customer filed for Chapter 13 bankruptcy. This bankruptcy was dismissed on August 25,...

2011. On March 2, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2007 Chrysler PT Cruiser. 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 Experian and Equifax, and they have uploaded our customers’ account information for public viewing. We are continuing to work diligently to reestablish reporting with [redacted]. We understand the importance of building and maintaining a credit score. We also understand the importance of accurately reporting credit activity, and that is why DriveTime has made the effort to complete these system enhancements. At DriveTime, we strive to ensure all of our credit reporting is up-to-date and accurate. After an extensive review, we determined that there were serious questions about the ability to report bankruptcy accounts accurately at the time. As a result, we were temporarily unable to report accounts with previously filed bankruptcies in order to ensure no inaccurate reporting occurred.At this time, DriveTime has found a resolution to report accurately for accounts that have had a previously dismissed bankruptcy. We will be reinstating these trade lines with Experian and Equifax, and once we have begun to report to [redacted], the updates will reflect on their end, as well.As it stands, [redacted] has not been responsive to our efforts and requests for them to reinstate reporting for our customers. We have been attempting to work with them to initiate reporting since early April and will continue to diligently pursue having them do so.On June 15, 2015, our customer voluntarily surrendered her vehicle by returning it to the dealership where she purchased. Our customer had made no prior contact with DriveTime regarding her credit reporting concerns or her intentions to surrender the vehicle.On June 19, 2015, we contacted our customer and attempted to address her concerns. As a one-time exception, DriveTime has offered to waive all repossession and storage fees and give our customer the opportunity to reclaim the vehicle. Our customer’s account would begin reporting to her credit after the reinstatement of the loan. However, our customer declined this offer and advised she did not wish to reclaim the vehicle.At this time, DriveTime is unable to accommodate our customer’s request to be absolved of all responsibility for her loan. As a goodwill gesture, we have mailed a $25.00 [redacted] gift card to the address on file.DriveTime thanks the Revdex.com for their continued support. If you have any questions, please contact us at ###-###-####. Sincerely,[redacted]DriveTime Customer Relations

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The entire Drive Time incident has cost me in excess of $1,800.00. Drive Time Customer Service Representatives and Sales people are dishonest. These people say whatever is necessary to get you to buy the car. Once you walk out the door, with a 17% interest rate, you are on your own.  The Sales people will avoid your calls, make excuses, come up with new rules to avoid keeping their end of the deal.  My recommendation would be NOONE SHOULD BUY A CAR FROM DRIVE TIME. Drive Time is not a reputable automobile dealer.  They don't keep their word, and when you call them on it they call you a lier. What Drive Time did not mention in its response is that I had to pay a $325.00 repo fee, before they would give me my car back. Drive Time told me I could pick the car up in Desoto Missouri.  But a few minutes before I arrived in Desoto, Drive Time called me and informed me the car had been sent to the wrong place (another Drive Time dealership) and that I could pick it up there, more than 100 miles in the other direction.The fact that Drive Time gave me a $25.00 credit is an absolute insult and shows Drive Time is minimally concerned with customer service.  Anyone coming into contact with Drive Time on Pershal Road in St. Louis, Missouri or [redacted], or [redacted], should go elsewhere.  These people are going to lie to you, play games, forget your name and call you a lier.  Consider [redacted], it within a few miles of every Drive Time in the St. Louis are, has better rates. easier financing and a better selection of cars. 

Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concernsBetween the months of August 2014 and December 2014, our customer accrued a delinquent amount of $179.74 and a $5.00 late fee on her account. At this time, our customer’s account has accrued a delinquent balance of $435.48 at 37 days past due. This balance includes the two $5.00 late fees that were assessed. Our customer is responsible for payment of the past due balance owed on the account. In order to avoid negative impacts on her credit, our customer will need to keep the account below 31 days past due by the end of each month. Without any new information, DriveTime is willing to offer our customer a three (3) payment deferment on her account, to assist with her past due balance. If our customer would like to accept, she will need to contact the Customer Relations Department at ###-###-####, to proceed. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [redacted] DriveTime Customer Relations

Re: Complaint # [redacted]Dear Ms. [redacted],Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On February 9, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with...

DriveTime when she leased a 2010 Chrysler Sebring. 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 Drivers Seat Limited Warranty. On Page 3, under subsection titled Coverage Exclusions, it states:"The Drivers Seat Limited Warranty provides no benefits or coverage and Dealership has no obligation for… Loss of use, loss of time, lost profits or savings, inconvenience, commercial loss, or other incidental or consequential damages or loss that results from a Breakdown."On July 10, 2015, a repair facility initiated a claim with Aeverex regarding air conditioning concerns. The facility reported repairs needed for the blower motor and blower motor resistor. Aeverex approved all repairs and the diagnostic fee for a total of $249.16.On July 17, 2015, we contacted the repair facility to verify the amount of days the vehicle was in the shop for repairs. The repair facility advised the vehicle was dropped off on the evening of July 10th, the repairs were completed the morning of July 14th, and the vehicle was picked up that evening.As a one-time exception, DriveTime has offered to apply a per-diem credit to our customer’s account for the four days the vehicle was verified as being in the repair facility. On July 17, 2015, DriveTime’s Customer Relations Department contacted our customer to notify her of our offer to assist. We submitted for a credit of $62.05 to be credited to our customers account. This credit will account for four days at our customer’s per-day rate of $15.51. We advised our customer that this credit would apply to her account within three to five business days.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

October 1, 2015

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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

After having the title to truck in his hand for almost 2 hours, at one minute past the time the arizona office would close, the manager, Nathan T[redacted], said he could no longer take the trade in and couldn't make the deal but wanted to give me a higher payment using just the cash I had. He backed out of the deal not me and he could have done it hours sooner and not waited till place was closed to get my money. I did receive my money back but shouldn't have had to wait. I will never do business nor refer them ever.

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On April 3, 2006, our customer entered into a retail installment contract when she purchased a 2003 Mitsubishi Montero. The vehicle came with a 6 month/ 6,000 mile limited...

warranty. The retail installment contract and limited warranty agreement are included for your reference. On July 31, 2008, the loan charged off at 112 days past due. The court usually requires/orders one spouse or the other to pay certain debts in the final court order dissolving a marriage. This court order is binding on the spouses only and not the creditors, such as DriveTime. Our customer and her former spouse are legally responsible for the debts, whether they are married, divorced, or legally separated. If our customer’s former spouse is not paying debts according to the final court order dissolving her marriage, she may check with the court or her attorney to determine the appropriate steps in her state for ensuring her former spouse is abiding by the court order. At this time, we are unable to accommodate our customer’s request to release her from the contract. 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 [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 customers’ concerns.

On March 1, 2013, our customers entered into a retail installment contract when they purchased 2008 [redacted]. Included...

you will find the retail installment contract for your reference.

DriveTime reports to all three major credit bureau agencies on a monthly basis. We have identified the issue with the data transmission and are working to address the matter.

On March 7, 2014, we contacted our customer and came to an amicable resolution.

We offered our customers the following resolution:

DriveTime agrees to:

·     Waive deficiency balance of $10,391.39

·     Delete trade line from all three (3) major Credit Bureau reporting agencies

·     Payment/reimbursement to Customer in the amount of $2,819.65

In exchange, Customer agrees to:

·     Release possession of vehicle to DriveTime

Our customers will be required to sign a Full Settlement and Release of Claims if they choose to take advantage of this offer. This settlement offer is good until March 14, 2014.   

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

 

Sincerely,

DriveTime

Customer Relations

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our potential customer’s concerns. On February 21, 2014, our potential customer stopped by our dealership in search of a vehicle. She completed our credit application...

called "Get Approved Form." The following information is required in order to complete the application process: proof of income, proof of residence, poof of employment and a current Driver’s License. Our potential customer was interested in purchasing a vehicle from Drivetime, but did not qualify due to inadequate income. We advised her in order to qualify for financing she would need a co-buyer. Our potential customer and her step-father visited the dealership to purchase a vehicle. However, they were unable to provide proof of sufficient income to maintain the loan. We advised our potiential customer to add a different party to possibly qualify for the purchase of a vehicle. Our potential customer revisisted the dealership to add her boyfriend as a co-applicant. The required down payment for the vehicle she preferred did not meet her budget; however, we advised them of our Closed End Motor Vehicle Program. In order to qualify for the Closed End Motor Vehicle Program, the co-applicant’s proof of residence needed to be verified. The documentation provided was insufficient. Drivetime requires all vehicles be insured prior to leaving the dealership. Our potential customer purchased insurance with her co-applicant. Drivetime requires any applicant included in a lease agreement to have an active driver’s license. The co-applicant had a suspended driver’s license, therefore our dealership was unable to continue with the contracting process. During this process, our potential customer paid for insurance coverage for five days. On February 25, 2014, our dealership sent a letter to our potential customer’s insurance company. The letter stated our potential customer was never in possession of the vehicle. On February 27, 2014, we contacted our potential customer in order to reach an amicable resolution. We asked our potential customer to provide documentation showing the insurance purchased. At this time, we are unable to reimburse our potential customer until we receive this documentation. Our potential customer was not satisfied with this resolution. As a goodwill gesture, DriveTime has sent a $25.00 American Express gift card to our potential customer. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [redacted]. DriveTime Customer Relations

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 got this car in 2013 and I been having problem with this car ever since I got it . Why should I pay my money to remove a oil pan. I sent all of my receipts that I have pay on the car to get it fixed. I need a car that will get me back and forth to work. Twenty-five on my account is not going to help me. I need a car. Regards,[redacted]

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

On page one of the Life of Lease Limited Warranty agreement under “Life of Lease Coverage” section (3) it clearly states DriveTime’s deductible charges. Rental assistance is not applicable to lease vehicles and is not included in the limited warranty agreement. Our customer read, signed, and agreed to the terms listed in the agreement. A copy of the Life of Lease Limited Warranty agreement has been included for your reference.

On March 19, 2014, our customer contacted Aeverex requesting they waive the $200.00 deductible at the out of network repair facility. Aeverex advised our customer if she takes her vehicle back to the in-network repair facility she would not have to pay a deductible. However, if she continued to have the repairs done at the out of network repair facility, she will be required to pay a $200.00 deductible. Our customer continued to have the repairs completed at the out of network repair facility.

At this time, DriveTime is unable to accommodate our customer’s request to reimburse her the $200.00 deductible or her rental costs.

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 July 1, 2013, our customer entered into a Simple Interest Retail Installment contract when she purchased a 2008 Chevrolet HHR. The vehicle came with a...

3 year/ 36,000 miles vehicle service contract, administered by Aeverex.  Attached you will find the Simple InterestRetail Installment contract and vehicle service contract for your reference.On November 7, 2013, our customer contacted Aeverex to advise her heater was inoperable. Aeverex referred our customer to an in-network repair facility to have the vehicle diagnosed. On March 10, 2014, the repair facility contacted Aeverex and advised the vehicle needed a blend door actuator. Aeverex denied the claim for the blend door actuator as this is a non-covered component under the vehicle service contract. On October 14, 2014, we reached out to our customer to discuss her concerns. We advised our customer this is a non-covered component under the vehicle service contract however, we are willing to assist.  We offered our customer a repair contract in which our customer would be responsible for 75% of the cost of the repair and as a goodwill gesture, DriveTime would cover the remaining 25%. 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. DriveTime sold the vehicle in good faith.At this time, DriveTime is unable to accommodate our customer’s request to pay for the blend door actuator. However, DriveTime has offered to pay for 25% of cost for the repair. We encourage our customer to contact DriveTime to accept this offer. As a goodwill gesture, DriveTime has applied a $25 credit to our customer’s principal balance. DriveTime thanks the Revdex.com for their support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,[redacted] DriveTime Customer Relations