DriveTime

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

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 June 17, 2015, our customer entered into a Simple Interest Retail Installment Contract with...

DriveTime when she purchased a 2013 Jeep Patriot. At time of purchase, our customer also purchased a Limited Vehicle Service Contract administered by Aeverex.  Attached you will find the Simple Interest Retail Installment and Limited 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. All DriveTime vehicles come with a 30 day/1,500 mile limited warranty and the option to purchase a vehicle service contract.DriveTime offers a Vehicle Return Program, which gives our customer the ability to return the vehicle to DriveTime and terminate the 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. Please refer to page one (1) under section two (2) of the “What You Need to Know about Financing a Vehicle with DriveTime” under Vehicle Return Program it states:“If all required conditions are met, DriveTime will give you the ability to return the vehicle to DriveTime and terminate your contract within five calendar days of purchase (excluding the date of purchase, Sundays and days we are closed for holidays).”Attached you will find “What You Need to Know about Financing a Vehicle with DriveTime” for your reference. Between June 19 and July 2, 2015, our customer experienced repair issues with her vehicle.  On June 24, 2015, our customer contacted DriveTime in regards to an extension to our Vehicle Return Program because of the issues she was experiencing. DriveTime advised our customer that the Vehicle Return Policy could not be extended and encouraged our customer to have the vehicle diagnosed at an in-network repair facility. Later in June, our customer contacted DriveTime requesting to be placed into another vehicle and to terminate the previous contract. We   advised our customer that the vehicle would have to be returned to the in-network repair facility to complete a diagnostic test.  On July 2, 2015, our customer had the vehicle transported to the DriveTime sales lot she purchased the vehicle from, with the intentions of returning the vehicle. She advised that she would like a refund of her down payment. We advised our customer that she was outside of the five day Vehicle Return Policy and would need to go through the repair process. On July 3, 2015, our customer chose to voluntarily return her vehicle to DriveTime.  On July 7, 2015, DriveTime contacted our customer to discuss her concerns. We came to an amicable resolution that DriveTime would terminate her loan and our customer would be refunded $200.00 of her total down payment.Our customer informed us she would need to think about her options and would call us back with a decision.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 re-address our customer’s concerns. On July 14, 2015, DriveTime received an updated estimate from Aeverex with our customer’s brake concerns. The repair facility advised that the brake pads and rotors need to be replaced to address the noise concern. At this time, DriveTime will not be making an exception to cover these repairs since these items are considered maintenance items and our customer has driven the vehicle 9,910 miles since purchase. As a good will gesture, DriveTime has applied a $50.00 credit to our customer’s principal balance for the diagnostic cost of the above claim. We have offered our customer one payment deferment to be deferred to the back end of the loan provided receipts for the completed repairs. Since these repairs are non-covered components, our customer can have this repair completed at a facility of their choice. If there are any additional concerns with the vehicle we encourage our customer to have the vehicle diagnosed. Without any new information, we are not able to offer any further assistance 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, [redacted] DriveTimeCustomer 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

face="Calibri">December 28, 2015
 
Revdex.com
 
Re: Complaint # [redacted]
 
Dear Ms. Hill,
 
All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no need to replace it.
 
On October 31, 2015, at 15 days past due of the first payment, DriveTime exercised our contractual right to place the vehicle out for recovery.
 
On November 3, 2015, our customer made a payment of $505.24 to cover the delinquency balance. This payment processed to her account on November 6, 2015, which would qualify our customer’s account as current and to cancel the recovery assignment.
 
On November 8, 2015, our customer’s vehicle was recovered. The next day our customer contacted DriveTime in regard to the recovery. At that time, DriveTime agreed to waive any fees associated with the recovery with the ability for the customer to redeem the vehicle at no cost.
 
On November 10, 2015, a third party vendor transported the vehicle to a DriveTime sales lot for our customer to retrieve the vehicle. The next day, our customer contacted DriveTime in regard to mechanical concerns with her vehicle. We advised her that we would waive a diagnostic fee to have the vehicle diagnosed and also sent our customer a $50.00 American Express as a good will gesture.
 
On December 21, 2015, our customer contacted DriveTime in regard to the mechanical concerns with her vehicle. We advised our customer all claims called in have been addressed. We encouraged our customer to have a diagnostic performed by an in-network repair facility and updated to Aeverex if she has any additional concerns. We advised our customer once an updated estimate was received, DriveTime would review for further assistance.
 
As an additional good-will gesture, DriveTime applied a $25.00 credit to our customer’s principal balance.
 
Sincerely,
DriveTime Customer Relations

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

On April 02, 2014, our customer entered into a Closed End Motor Vehicle Lease with DriveTime, when she leased a 2007 Chevrolet Trailblazer. The vehicle came with a...

limited warranty administered by Aeverex. Included you will find the Closed End Motor Vehicle Lease and the Life of Lease Limited Warranty agreement for your reference.

On April 18, we contacted our customer and reached an amicable resolution. Drivetime has applied a goodwill credit of $117.50 to our customer’s account to compensate for the time she was unable to drive the vehicle.

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

June 2, 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 December 19, 2014, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when he leased a 2007 Suzuki Forenza. All lease vehicles come with a 30 day/1,500 mile Limited Warranty and a Driver’s Seat Life of Lease Limited Warranty, administered by Aeverex. Included you will find the Closed End Motor Vehicle Lease Contract and the Driver’s Seat Limited Warranty for your reference. Please refer to page one (1) of the Closed End Motor Vehicle Lease Contract, section 1 labeled "Excessive Wear and Use".     "You may be charged for excessive wear based on our standards for normal use and for mileage in excess of a rate of 2,000 miles each month at the rate of twenty (20) cents per mile." Additionally, on page two (2) section 2 labeled "Mileage", it states:     "You are allowed to drive 2,000 miles each month during the scheduled Lease term. This is the allowed mileage." Our customer’s repair history is as follows: ? December 26, 2014, at 74,589 miles on the vehicle, a repair facility contacted Aeverex and recommended the following repairs: o Right rear disc caliper o Right rear rotors o Rear brake pads o Right rear brake hose o Brake Diagnostic Aeverex approved all recommended repairs under the Driver’s Seat Limited Warranty. January 26, 2014, at 77,018 miles on the vehicle, a repair facility contacted Aeverex and recommended the following repair: o Transmission range switch Aeverex declined this repair as it is a non-covered repair under the Driver’s Seat Limited Warranty. ? May 26, 2014, at 88,804 miles on the vehicle, a repair facility contacted Aeverex and recommended the following repair: o Engine assembly o Engine oil replacement o Coolant replacement Due to the excessive repairs needed for this vehicle, DriveTime advised Aeverex to decline the repairs in order to present our customer the option of getting into another vehicle. Our customer has a past due balance of $407.28 and has an excess mileage fee of $877.60. On June 8, 2015, we contacted our customer and offered to refund $600 and terminate his Closed End Motor Vehicle Lease Contract with DriveTime. We informed our customer due to the amount of mileage placed on the vehicle, we are unable to accommodate his request to refund all monies paid into the vehicle. Our customer accepted this offer. 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 Department

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns On November 11, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2009 Mini Cooper Hardtop. The vehicle...

came with a 30 day/1,500 mile DriveCare Limited Warranty, administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and DriveCare Limited Warranty Agreement for your reference. At the time of sale, our customer opted not to purchase the optional 5 year/50,000 mile Vehicle Service Contract that DriveTime offers to all their finance customers. Our customer signed an Optional Products Disclosure that showed she would not be purchasing this product. The Optional Products Disclosure has been included for your reference.On November 13, 2014, our customer contacted Aeverex with concerns about the seat belt and airbag light coming on, a grinding noise while driving, and transmission issues. Aeverex referred our customer to an in-network repair facility to have the vehicle diagnosed.On November 15, 2014, an in-network repair facility called Aeverex and advised they were recommending our customer take the vehicle to the original equipment manufacturer (OEM) for further diagnosis, as they had been unable to diagnose the air bag issues.On November 19, 2014, an OEM filed a claim with Aeverex for an electrical diagnosis. This fee was approved in full under the terms of the DriveCare Limited Warranty.On November 20, 2014, the OEM filed an additional claim with Aeverex for the left-front seat position sensor, the shifter assembly, a filter housing coolant leak, the vacuum booster pump, and additional oil leak repairs. These repairs were approved in full under the terms of the DriveCare Limited Warranty.On November 25, 26, and 28, the OEM filed additional claims with Aeverex for an oil pan gasket, coolant, engine oil, sales tax, and the thermostat. These repairs and taxes were approved in full under the terms of the DriveCare Limited Warranty.On December 1 and 2, 2014, our customer contacted Aeverex with concerns about a knocking noise while driving and air conditioner issues. Aeverex referred our customer to an in-network repair facility to have the vehicle diagnosed.On December 3, 2014, an in-network repair facility called a claim into Aeverex for a suspension diagnosis, alignment, and HVAC diagnosis. The suspension diagnosis was approved in full under the terms of the DriveCare Limited Warranty; however, the alignment and HVAC diagnosis were not covered. Aeverex made an exception to approve the alignment, but the HVAC diagnosis was not approved.On December 15, 2014, our customer contacted Aeverex and advised she was taking the vehicle back to a repair facility for the same issues as before. Aeverex advised our customer if there was an ongoing issue, it would be reviewed under the previous claim, but if there was a new issue, her warranty was now expired.On December 22, 2014, the OEM filed a claim with Aeverex for the front drive axle and stabilizer bushings. These repairs were approved in full under the terms of the DriveCare Limited Warranty, despite our customer now being outside of the warranty period.On March 6, 2015, our customer contacted DriveTime with concerns that she needed a new battery. DriveTime made an exception to reimburse our customer for the battery as a one-time goodwill gesture.On April 29, 2015, our customer contacted Aeverex and advised she was still having the same issues with an odor coming from the air conditioner from the first 30 days of the loan. Aeverex advised our customer that there was no coverage for odor in the vehicle under the terms of the DriveCare Limited Warranty.On May 1, 2015, our customer contacted DriveTime stating there was a ventilation issue with the vehicle that was making her sick. Our customer stated she did not have the funds to get the vehicle fixed and was considering voluntarily surrendering the vehicle.On May 7, 2015, our customer contacted DriveTime and advised she would be voluntarily surrendering the vehicle the next day due to the ventilation issues with the vehicle. We advised our customer to send us the documentation of the issues with the vehicle so we could review options to assist.On May 11, 2015, our customer contacted DriveTime to request a copy of her contract. We mailed a copy of our customer’s contract to the address on file.On May 18, 2015, our customer contacted DriveTime and advised she would be returning the vehicle because it had no heat or air conditioning, and she no longer wanted it. We advised our customer of the process for voluntary surrender and the ramifications a voluntary repossession would have on her credit. Later that day, our customer returned the vehicle to the DriveTime dealership where she purchased.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 the Customer Delivery Checklist under “Important Reminder,” it is stated: “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 stated: “…These maintenance items are subject to replacement only upon failure of the component...” Attached you will find the Customer Delivery Checklist for your reference. On June 1, 2015, we contacted our customer and attempted to address her concerns. At this time, we are unable to accommodate our customer’s request for DriveTime to reimburse all the funds she has paid into the loan. As an alternative form of assistance, should our customer be willing to enter into a Full Settlement and Release of Claims with DriveTime, DriveTime is willing to waive the deficiency balance on her account and delete her trade line from her credit reporting. This settlement offer will stand until July 5, 2015. On June 5, 2015, we attempted to contact our customer and advise her of the above settlement offer, but we were unable to reach her. We will continue our efforts to contact our customer and bring resolution to her concerns. We encourage our customer 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

December 9, 2015[redacted]RevDex.comPh. (602)

212-2232Fax (602)

263-0997  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 September 27, 2014, our

customer entered into a Simple Interest Retail Installment Contract with

DriveTime when she purchased a 2011 Toyota Camry. Attached you will find the

Simple Interest Retail Installment Contract for your reference. On September 24, 2015, DriveTime

received a payoff check of $18,028.00 for our customer’s account. At that time,

our customer’s account began to reflect as paid in full. DriveTime sent an

update to the three major credit bureaus to reflect the loan as paid. On December 3, 2015, DriveTime

confirmed that our customer’s account was reflecting as paid on the three major

credit bureaus. In addition, the account is reflecting as current for each

month our customer had a loan with DriveTime. On December 7, 2015, DriveTime

contacted our customer and advised that DriveTime is accurately reporting our

customer’s credit history with us. We encouraged our customer to contact the

credit bureaus if there is any dispute in the manner in which her credit is

reporting. As a good-will gesture, DriveTime

sent our customer a $25.00 American Express gift card. We apologize for any

inconvenience or confusion this matter may have caused. Should you have any

questions or concerns, please contact us by calling us at 800-965-8043. Sincerely, Justin M. DriveTimeCustomer Relations Department

Concern:
Our customer is stating we do not inspect our vehicles Our customer is stating they paid $4000 out of pocket for repairs Our customer is stating the vehicle is in and out of the shop a lot
Desired Outcome: ·         Our customer would like return the vehicle Desired Resolution: ·         We are attempting to make contact to address their concerns ·         We are requesting receipts for prior repairs paid for ·         We are reviewing options of possible assistance for current repairs

October 1, 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 July 3, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a 2005 Nissan Altima.  Included you will find the Closed End Motor Vehicle Lease Contract for your reference.
 
At the time of lease, our customer agreed to make periodic payments of $215.43, the first being due July 18, 2015, followed by 64 periodic payments of $215.43 due every other Saturday. In addition, our customer’s lease vehicle required an amount due at signing of $1,395.00 however; our customer only paid $900.00 towards the amount due at the time of lease. To compensate for the remaining funds required, DriveTime agreed to offer our customer a side note or Simple Interest Retail Installment Contract in which our customer agreed to an additional four payments of $123.75 in conjunction with her first four lease payments. Attached you will find the Simple Interest Retail Installment Contract for you reference.
 
At the time of lease, our customer reviewed and signed the Return Anytime Lease document. On page 2, Subtitle Default, Repossession, and Other Remedies, it states:
 
“The following are events of default: (a)You fail to pay any periodic payment when due or any other amount you owe under this Lease when we ask you for it…”
 
On July 18, 2015, our customer’s first lease payment came due totaling $339.18. On the same day DriveTime receive two electronic payment one for $215.43 and the other for $123.75. At that time both payments were pending finalization.
 
On July 20, 2015, our customer contacted DriveTime to see why her payments still showed as pending finalization. We advised our customer some financial institutions could take up to five business days to complete the payment process. We advised our customer to contact DriveTime in a few days to insure the payment was processed in full.
 
On July 23, 2015, our customer’s pending payment for $215.43 was reversed. DriveTime attempted to contact our customer however; we were unable to do so.
 
On July 29, 2015, our customer returned DriveTime’s calls in regards to her delinquency. Our customer advised her bank statement showed the payment for $123.75 had been processed. We advised our customer the payment in our system still showed pending finalization. Our customer advised she would pay the amount that had been reversed on July 23, 2015, of $215.43.
 
On July 31, 2015, DriveTime received a payment of $555.00 through our CheckFree system applied to the customers lease account. Due to the way our payments are applied, the $555.00 was allocated to our customers side note first. Our customers account was reflecting as paid ahead by $215.82.
 
However, after receiving the payment of $555.00, the previously pending payment of $123.75 made on July 18, 2015, was reversed. This brought the account to be paid ahead by only $92.07.
 
On August 1, 2015, our customer’s next payment of $215.43 came due. With the paid ahead amount of $92.07, our customer was due $123.36.
 
On August 7, 2015, our customer contacted DriveTime due to the delinquency on her account. We advised our customer the payment of $123.75 had been reversed and her account was currently delinquent $123.36.
 
On August 15, 2015, another payment of 215.43 came due. Later that day, our customer contacted DriveTime to clarify her currently owed balance. DriveTime explained the payment reversal and current delinquency of $338.79. Our customer advised she understood and paid the delinquent amount. DriveTime processed the payment and advised our customer she would owe one more side note in conjunction with her next payment.
 
On August 29, 2015, our customer’s next lease payment came due totaling $339.18 in which DriveTime did not receive a payment.
 
On September 1, 2015, our customer contacted DriveTime in regards to her account. Our customer was mistakenly advised she was only due $215.43 when in fact she was due $339.18. Our customer arranged to pay the requested $215.43.
 
On September 17, 2015, our customer contacted DriveTime to insure her payment had processed for $216.00. DriveTime advised our customer the payment had processed and the account was current.
 
On September 24, 2015, DriveTime repossessed the vehicle due to the delinquency owed on the side note contract. On the same day, our customer contacted DriveTime to dispute the repossession. Our customer advised she had paid her side note contract in full and had been advised accordingly. Our customer sent in bank statements showing the payments from July. After further review, DriveTime advised our customer the delinquency was not related to the reversed payment in July. We advised our customer the delinquency was from the final payment due August 29, 2015.
 
On September 28, 2015, our customer paid the delinquency owed and fee due redeeming the vehicle. DriveTime sent the authorization to the repossession agent to release the vehicle back into the customer possession.
 
At this time, we have been unable to contact our customer to discuss her concerns. DriveTime has submitted a request to have the customer lease account credited for $300.00, which is the amount she paid to DriveTime for the repossession fee and the amount she would have paid the repossession agent for the release of the vehicle.  We are also sending our customer a gift certificate for $100 for the confusion surrounding the handling of her payments.  We encourage our customer to contact the Customer Relations Department at 800-965-8043, to discuss her concerns further.
 
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,
 

DriveTime
Customer Relations

March 25, 2016

Roman"> 
Revdex.com
Ph. (602) 264-5299
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 address our potential customer’s concerns.
 
On March 10, 2014, our customer entered into a Closed End Motor Vehicle Lease with DriveTime when she leased a 2006 Kia Spectra. The vehicle came with a Life of Lease Limited Warranty administered by Aeverex. The Lease Contract and Life of Lease Limited Warranty are attached for your review.
 
On March 14, 2016, our customer contacted Aeverex (our warranty administrator) to advise that smoke was coming from her engine. Aeverex referred our customer to a repair facility for diagnosis.
 
Later that day, a repair facility called in a claim for the radiator, coolant, cooling fan and fusible link. All items were approved by Aeverex under the terms of the Warranty.
 
Our Lease Contract does not offer assistance for rental vehicles, nor does it specify any payment assistance for time a vehicle spends under repair. At this time, DriveTime has offered our customer a per diem credit, wherein our customer will be credited $13.76 for each day it spends at the repair facility. Generally when such an exception is made the maximum amount of days that could be credited would be 14. Should the vehicle be at the repair facility longer than 14 days, DriveTime would be willing to review for additional assistance.
 
We have requested our customer submit receipts for the out of pocket costs so we may review them for possible assistance as well.
 
At this time, DriveTime has credited $25.00 towards our customer’s account as a goodwill gesture.
 
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 N.
DriveTime
Customer Relations

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 customer’s concerns.
On June 23, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2009...

Pontiac G6. Our customer elected to purchase a 3 year/36,000 mile Vehicle Service Contract, administered by Aeverex. Included you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference. On December 3, 2014, we reached out to our customer to address his concerns. We advised our customer to send receipts for his out of pocket expenses related to the vehicle. Once the receipts are received, we can review for possible assistance.
At this time, we are currently working with our customer towards an amicable resolution.
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.
Sincerely,
DriveTime
Customer Relations

May 7, 2015 [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On April 24, 2015, our customer entered into a...

Closed End Motor Vehicle Lease Contract with DriveTime when she leased a 2004 Infiniti. Included you will find the Closed End Motor Vehicle Lease Contract for your reference. At the time of sale, our customer signed and dated the "Driver’s Seat Vehicle Return Agreement." Additionally, under the section labeled "Vehicle Return Program" states: "… Having driven it no more than 70 miles; Without damage or having been in an accident; A restocking fee of $200.00; and if the Vehicle is driven more than 70 miles, DriveTime may either refuse to accept the vehicle back or at DriveTime’s election may charge and you will pay $1.00 per mile for each mile the Vehicle was driven over 70 miles…" Attached you will find the Driver’s Seat Vehicle Return Agreement for your review. On April 28, 2015, DriveTime made an exception to extend the Vehicle Return Period and refund our customer’s down payment of $1,500.00 minus the $200.00 restocking fee. Our customer was informed her check of $1,300.00 will be sent to her address in 7-10 business days, once the check was cut. On May 1, 2015, our customer’s refund check of $1,300.00 was sent to our customer’s mailing address via certified mail. Our customer can log onto usps.com and use the following tracking number [redacted] to track her refund check. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted]. 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

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.On April 13th, 2015, I did sign a contract, however, a verbal agreement was also made (which was a part of the contract recording that took place) where I had inquired about paying on the 2nd and 17th of each month due to my pay schedule.  Had they have declined to let that happen, I would not have purchased the vehicle.  That recording took place for a reason."Our customer set up his automatic draft payments to be pulled from his account on the 2nd and 17th of each month, beginning on May 2, 2015."  You're Right!  I did!  And was given such a run around and hassle over this for the last month!  The first time it happened, I didn't have to call anybody several times or email several people.  It was handled after the first initial email.  "On July 19, 2015, our customer logged onto MyDriveTime.com and resubmitted his automatic draft payments to be pulled out of a different bank account number. When our customer re-enrolled with a different bank account number, he also set up the automatic draft payments to be pulled on the 1st and 16th of each month."  FALSE!  Please prove where I had the OPTION to pick those dates.  I don't think I would have set that up on my own to have to grow through all of this!  If I chose the dates myself, if would have been for the 2nd and 17th as stated in the recording that took place when I purchased the vehicle, and as my payment history proves.  Why would I chose the 1st and the 16th if I knew I couldn't make the payments on those dates?  I certainly don't enjoy paying those overdraft fees on purpose.  When I re-enrolled under my savings account, those dates reverted back to the 1st and 16th on their own.  If there is proof that I CHOSE those dates on my own doing, I'd love to see it. "On July 29, 2015, our customer contacted us to set up his automatic draft payments to be pulled on the 2nd and 17th of each month. We informed our customer the customer service department was experiencing high call volume and encouraged our customer to call back the next day to receive assistance in a timelier manner. At this time, our customer has not attempted to contact DriveTime."  I was never informed to call back the next day.  Why would you tell somebody to call back tomorrow if it was something they needed to get fixed right away?  I was told to call back in another hour.  I only get 2 breaks at work per day as well as a lunch period.  I called during my lunch period and waited for nearly 10 minutes, then was told by the rep that answered that he could not help me, the call volume was high, and to call back in an hour.  I CALLED BACK!  Only to get put through to another representative that claimed they could not help me.  By the time I get off of work, your customer service center is already closed.  It's ashame your systems can't log how many times I actually did call back and how long I was on hold each time.  So as far as saying I never ATTEMPTED to contact you, that's a load of crap.  You all never attempted to contact me either until I filed a complaint with the Revdex.com.  I spent numerous days and a lot of time trying to contact somebody to have one tiny issue fixed with the dates that was originally set up for me to pay my bill. "On August 13, 2015, we spoke to our customer and informed him he has an upcoming payment due on August 16, 2015. We offered to cancel his automatic draft payments, so we may reenroll with his new account and his preferred dates. Our customer informed us he would contact us back after his next payment drafts to set up the correct dates."  This is correct!  You all were very quick to inform me that I have an upcoming payment due.  I spoke with a representative that stated it would take a few days (confusing as to why that takes that long), for the dates to change on my account.  So we agreed that I would let the payment on the 16th go through, and that I would call back on the 17th to change the dates to the way they were (SIMPLE!!).  I did call back today, and the change was made.  "At this time, we are unable to accommodate our customer’s request to credit his account one month’s payments. As a goodwill gesture, DriveTime has applied a $25 to our customer’s principal balance."  I appreciate the good faith gesture, however, that still doesn't erase the fact that I've been trying to get this settled for well over a month now.  Numerous breaks and lunch hours were wasted trying to get this settled.  I'm still quite upset about all of this, and it should have never gotten this far.  My email address is attached to my DriveTime account.  If I sent a couple emails asking for a simple change, it's obviously coming from me.  I could understand if I was asking you to change my banking account numbers or something, but a date???  You have access to my payment history.  I'm just not understanding why it took all of this work just to correct one thing.  When I first bought this car, DriveTime was customer service oriented, and it seems like the longer I've had my car, the more I realize this is not the case anymore.  I've never been late, I've never complained about anything else, all I wanted was my pay dates to be fixed so there would be no overdraft fees for anybody.  It's better to make sure the money is available than to not have money to cover it.  And out of the 3-4 people I spoke with on this matter, one person should have been able to help me sooner.  I do not want to face this again in the future, as this has been a nightmare for me.  I will not purchase another vehicle from DriveTime.  I will purchase my next vehicle from the company that stands by their word when it comes to customer satisfaction and customer service.  This experience alone has been one of the main reasons I refuse to refer anybody to them.

Regards,

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

On October 21, 2008, our customer entered into a retail installment contract when she purchased a 2002 Ford Escape. I have included the retail installment contract for...

your reference.

On January 7, 2014, we received a payment for $1,558.69. On January 8, 2014, we contacted our customer and advised her we will mail her the title in 10 to 14 business days.

As a goodwill gesture, DriveTime has mailed a $25.00 American Express gift card to our customer.

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

Sincerely,

DriveTime

Customer Relations

Please see the attached PDF for the full response
 
In order for a proper assessment of coverage to be made, a repair facility must perform a diagnostic test to determine what repairs are needed. The repair facility would then need to contact Aeverex to file a repair claim. Once a repair facility files a claim with Aeverex regarding the repairs needed, Aeverex can assess if the repairs are covered under our customer’s Vehicle Service Contract. Likewise, some repair facilities will not immediately know the cause of the concerns that arise. This is because some mechanical concerns can be caused by a number of different issues. Since our correspondence on September 14, our customer has elected not to return to the OEM to have the approved repairs completed and an electrical diagnosis.
 
On September 19, 2016, we spoke with our customer to address his concerns. We encouraged him to return to the OEM for further diagnosis of the vehicle and for a claim to be filed with Aeverex. In addition, we advised that we would request an itemized estimate from Aeverex for any non-covered components for review, and the option for possible assistance. As our customer is adamant that the OEM is aware of the electrical issues and has not reported them to Aeverex, DriveTime has taken the initiative to request for Aeverex to contact the OEM regarding the specifics of our customer’s electrical concerns.
 
To DriveTime’s knowledge, all mechanical issues demonstrated by the vehicle and diagnosed by the repair facility have been approved by Aeverex. Should the OEM determine that the vehicle has severe electrical issues as our customer stated in his complaint, DriveTime is willing to re-assess any assistance available once a claim is filed with Aeverex. At this time, a repair facility has not confirmed nor indicated additional repair concerns.

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On March 1, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime, when she purchased a 2009 Dodge Caliber. Our customer also purchased...

a 5 year/50,000 mile Vehicle Service Contract, administrated by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference.At the time of purchase, our customer reviewed and signed the Vehicle Service Contract. This contract lists the specific items that are covered under each vehicle system. On page 3 of the Vehicle Service Contract, under subtitle Exclusions, it states:"All parts not specifically listed as Covered Parts are not covered under this Contract… Normal maintenance items/repairs such as engine tune-ups and front end alignments are not covered. Adjustments to Covered Parts are not covered"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 is not replaced.Page one of the "Customer Delivery Checklist" under Important Reminder, states:"Our focus of the multi-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."At the time of sale, our customer signed and dated the "Customer Delivery Checklist." Attached you will the Customer Delivery Checklist for your review.Our customer’s repair history is as follows:- On July 23, 2014, a repair facility filed a claim with Aeverex. Aeverex approved to cover approximately $609 in repairs. The accessory drive belt tensioner was not approved because it is a non-covered component under the Vehicle Service Contract.- On April 14, 2015, a repair facility filed a claim with Aeverex for an intake manifold repair.- On April 24, 2015, DriveTime’s Customer Relations Department requested the estimate for the repair of the intake manifold. The repairs were estimated to be $517.00. Attached you will find this repair estimate for your review.We have made several unsuccessful attempts to contact our customer to discuss her concerns. On April 27, 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.At this time DriveTime is offering to cover the cost of the part necessary to repair the intake manifold repair. This part is estimated to be $397.00. We encourage our customer to contact our Customer Relations Department at ###-###-#### in order to proceed with this offer.As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principal balance.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,[redacted]DriveTimeCustomer Relations