DriveTime

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

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customers’ concerns. Our customers have spoken with us via email; however, we are unable to address our customers’ concerns unless the vehicle is taken to a repair facility to be diagnosed. Since purchase, no repair facilities have contacted Aeverex with any recommended repairs. On March 31, 2015, our customers’ account charged off at 115 days past due. A charge-off will result in a cancellation of the GAP Coverage and Vehicle Service Contract with Aeverex. Any refund from the GAP Coverage and Vehicle Service Contract was applied to the principal balance. At this time, we encourage our customers to take the vehicle a repair facility to have the vehicle diagnosed and send us an estimate to be reviewed for 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 ###-###-####. Sincerely, [redacted] 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 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

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 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

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

Re: Complaint # [redacted]Dear Ms. [redacted],Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concernsOn May 3, 2012, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she...

purchased a 2006 Chevrolet Cobalt. Attached you will find the Simple Interest Retail Installment Contract for your reference.In October of 2014, DriveTime temporarily ceased credit reporting to all three major credit bureau agencies. The cease was due to required system enhancements as well as to comply with the Fair Credit Reporting Act. We have completed the necessary updates with all three major credit bureaus at this time, and they have begun uploading our customers’ account information for public viewing.We understand the importance of building and maintaining a credit score. We also understand the importance of accurately reporting credit activity and that is why DriveTime has made the effort to complete these system enhancements.After a recent extensive review, we determined that there were serious questions about the ability to report bankruptcy accounts accurately. As a result, we were temporarily unable to report accounts with previously filed bankruptcies, in order to ensure no inaccurate reporting occurred. This change was also required to ensure DriveTime was in compliance with the Fair Credit Reporting Act.At this time, DriveTime has found a resolution to report accurately for accounts that have had a previously dismissed or discharged bankruptcy. On July 29, 2015, we submitted for reinstatement of our customer’s trade line with the three major credit bureaus. This reinstatement should reflect on our customer’s credit reporting within 30-60 days.We have made several unsuccessful attempts to contact our customer to discuss her concerns. We encourage our customer to contact our Customer Relations Department at [redacted], should she have any further questions regarding this matter.We apologize for any confusion or inconvenience this may have caused. As a goodwill gesture, DriveTime has applied $25 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,[redacted]DriveTime Customer Relations

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns. At this time, DriveTime has still received no new or additional information. Unfortunately, we are unable to send a representative to our customer’s bank to endorse the insurance check. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [redacted]. DriveTime Customer Relations Department

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

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

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

December 29, 2015

text-align: justify;"> 
Revdex.com
Ph. (602) 212-2232
Fax (602) 263-0997 
 
Re: Complaint # [redacted]

To Whom It May Concern:
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
We engage potential customers in several different ways.  Potential customer’s interested in financing a vehicle with us may visit www.DriveTime.com to view inventory, pricing and/or begin an approval process. They are required to provide the following information for the approval process in addition to what is requested online:
• Name
• Phone number
• Zip code
• Address
• Email address
• Monthly income
• Social security number
• Birthdate
 
Our approval is subject to our receipt of documentation from the customer that allows us to confirm the identity of the customer and the accuracy of the information provided to us, including proof of income, proof of residence, and driver’s license. 
We also work with third parties who solicit people interested in obtaining vehicle financing, again usually online.  When people express an interest in a vehicle or financing to one of these third parties, they agree to be contacted by the third party or someone the third party may be working with, such as DriveTime, to provide vehicles and/or financing.  The information we request is critical to ensuring the customer's desired financing is affordable for them.  We work with our customers to understand their sources of income and can accommodate more unique customer situations than other sources of financing for these customers.  However the financing we offer is still subject to sound underwriting practices, which may include some terms that may not be acceptable to a prospective customer.  Our goal is successful financing for our customers.  
Continued…
 
(Full version provided to the Revdex.com)

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

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

On June 27, 2016, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2012 Chevrolet Captiva Sport. The...

vehicle came with a 30-day / 1,500-mile DriveCare Limited Warranty, administered by Aeverex. Our customer opted to purchase an additional 5-year / 50,000-mile Vehicle Service Contract, also administered by Aeverex. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. Attached will be the Simple Interest Retail Installment Contract, the Vehicle Service Contract, and the DriveCare Limited Warranty for your reference.   On July 25, 2016, our customer contacted Aeverex to express concerns with the vehicle stalling while driving. Aeverex encouraged her to have a diagnosis completed at an in-network repair facility. That same day, our customer asked Bridgecrest if they disable vehicles. They informed her that they do not disable vehicles. They encouraged her to have the vehicle diagnosed if she is experiencing mechanical concerns.   At this time, we have not been able to reach our customer. We are willing to review options of possible assistance but require a diagnosis to be completed at an in-network repair facility. We will continue our efforts to reach her until we agree to an amicable resolution.   We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, DriveTime has credited our customer’s account balance $25.00.

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

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

On March 8, 2014, our customer entered into a retail installment contract when he purchased a 2010 Ford Fusion. Our customers purchased a 3 year/36,000 mile limited...

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

On April 7, our customer contacted DriveTime and stated his temporary tags were about to expire. The following day, DriveTime sent his permanent tags via UPS Next Day Air.

On April 8, the permanent tags arrived at our customer’s residence.

On April 9, we contacted our customer and reached an amicable resolution. Our customer confirmed he received his tags.

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

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,

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On May 05, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2007 Nissan Altima. The vehicle came with a 30...

day/1,500 mile limited warranty. Our customer also purchased a 5 year/50,000 mile vehicle service contract administered by Aeverex. Included you will find the Simple Interest Retail Installment Contract, DriveCare Limited Warranty agreement, and the Aeverex Protection Plan Vehicle Coverage agreement for your reference. On May 12, 2014, our customer contacted Aeverex regarding the check engine light coming on and her vehicle stalling and overheating. She was referred to an in-network repair facility to have the vehicle professionally diagnosed. On May 27, the repair facility contacted Aeverex recommending the replacement of the transmission. The transmission was still under the coverage of the vehicle’s manufacturer warranty. Our customer was advised to take her vehicle to the Original Equipment Manufacturer (OEM) service center for further diagnosis. On May 27, The OEM service center contacted Aeverex recommending the replacement of the thermostat unit and not the transmission. Due to our customer having gone over the 30 day/ 1,500 mile coverage of her limited warranty by 222 miles, the claim was denied as a non-covered component. The cost of the needed repair was $269.46. Our customer paid for the repair out of pocket. As an exception, DriveTime has credited our customer’s account in the amount of $269.46. Our customer has stated that this action has adequately addressed her concerns and we have reached 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 ###-###-####. Sincerely,

[redacted] DriveTime Customer Relations