DriveTime

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

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 issue is that the business calls customers under the premise that it is an attempt to collect information concerning the payment of a debt. Once a customer relays the information requested (i.e. when payment will be made) their no longer remains a legitimate business need to continue hounding the customer for the same information received on a previous call.Also, it appears that this company retaliated against me for attempting to exercise my rights as a disabled person under the ADA. Due to my anxiety condition, I asked that I not be called repeatedly but that all communications be made in writing.When asking for an extension on my 2nd payment, the customer service rep linked my asking for a reasonable accommodation to her refusal to grant me an extension to pay my car payment (on the 15th of May) by saying "since we can't call you".In terms of the default provision in the contract, it is clear from line 1 that the company gives these default provisions a liberal application. I am sure that they do not reposes vehicles simply payment "is not made when due". If given a literal application that would mean they could take possession of a vehicle the very next day after payment is missed.I ask that this company modify its telemarketing activities to respect customers ,who due to a good faith reason, may be late on their car payments. I also ask that they not retaliate against customers with anxiety-based conditions if asked to provide a reasonable accommodation to not continually call them. 

Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. On December 18, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2007 Ford Escape. Our customers agreed to make 63 monthly payments schedule of $346.32 and 1 final payment of $345.65, beginning January 21, 2015.  Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference. DriveTime customers who purchase a vehicle receive a Retail Installment Contract. On the first page of the Retail Installment Contract, as required by the Federal Truth in Lending Act, “boxes” highlight and itemize the annual percentage rate (“APR”), finance charge, amount financed, total of payments, total sale price and a separate payment schedule. DriveTime also gave our customer a separate plain-language disclosure document entitled “What You Need to Know About Financing a Vehicle With DriveTime.” The following is displayed on the top half of the first page of this document:  Sale Price                   $9,895.00Interest Rate              23.493%Amount Financed      $12,551.95Payment Frequency MonthlyPayment Amount      $346.32 “What You Need to Know About Financing a Vehicle With DriveTime” also outlines our Vehicle Return Program. 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.On January 22, 2015, our customer contacted Aeverex regarding her mechanical concerns. Aeverex informed our customer that the tire light, wipers, and sprouts were non-covered components under the Vehicle Service Contract. Our customer did not take her vehicle into a repair facility to verify these concerns. Once a repair facility files a claim with Aeverex, DriveTime can determine if the repairs are covered by the Vehicle Service Contract. On April 14, 2015, our customer contacted DriveTime’s Customer Relations Department regarding the mechanical concerns mentioned on January 22, 2015. Our customer explained her wishes to return the vehicle and receive a refund of her down payment. We advised our customer that a refund of her down payment would not be an option. We encouraged our customer to take the vehicle to a repair facility to be diagnosed and file a repair claim with Aeverex. Once a claim is filed with Aeverex, DriveTime would have the proper information to review for possible assistance. Our customer declined this option and voluntarily returned her vehicle to the dealership later that day, April 14, 2015. On April 16, 2015, DriveTime mailed a Notice of Intent letter to our customer, which informed her of her voluntary repossession and the options available to redeem her vehicle. On April 22, 2015, we reached out to our customer to speak with her about her concerns. We offered her the ability to redeem the vehicle. If our customer chose to redeem, and took the vehicle to a repair facility, we could review any non-covered items for possible assistance. Our customer advised us that in order for her to accept this offer, she would require a lower monthly payment. Our customer choose not to redeem the vehicle. On May 12, 2015, a refund of $2,481.25 from our customer’s Vehicle Service Contract and a refund of $550.71 from our customer Guaranteed Asset Protection (“GAP”) Coverage was applied to the account. On May 13, 2015, a refund of $429.00 from our customer’s Skylink GPS service was applied to the account. On May 18, 2015, the auction check of $3,899.00 was applied to the account. After these checks and refunds were applied, our customer’s current payoff is $5,323.12. At this time, we offering our customer the following resolution:DriveTime agrees to:Waive deficiency balance of $5,323.12Delete trade line from all three (3) major Credit Bureau reporting agencies In exchange, Customers agrees to:Remit payment to DriveTime via certified funds in the amount of $1,064.62 Our customer will be required to sign a Full Settlement and Release of Claims if she chooses to take advantage of this offer. This settlement offer is good until July 10, 2015. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTimeCustomer 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,

[redacted]  [redacted]

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,

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,

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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.
I simply need to have what I am paying for and what was promised.  An appointment has been set up with one of the Drive Time repair centers in Raleigh upon my return from my Christmas Travels on January 11, 2016.  I look forward to this matter being resolved AND I really appreciate the Corporate Office stepping in to assist since the local Raleigh Office did not. 
For your review, I have attached the Car Sticker for the vehicle that I purchased and used this Car Sticker as a decision to purchase the vehicle from Drive Time.

Happy New Year and Regards,

Thank you! I am happy with the outcome! I spoke with DriveTime expressed my concerns with the customer service , but I also appauled them for the great lease program! 

Regards,

December...

28, 2015
Revdex.com
Re: Complaint # [redacted]
Ms. [redacted]:
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
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 December 4, 2015, an in-network repair facility updated a claim with Aeverex for the repair of the interior trim and door latch. Aeverex covered the cost of the door latch repair for a total of $ 287.90 under the Drivers Seat Limited Warranty, but advised the interior trim was a non-covered component.
On December 8, 2014, our customer contacted DriveTime in regard to the non-covered components. We advised our customer that we would request a copy of the claim from Aeverex to review for a possible exception to the Drivers Seat Limited Warranty.
On December 10, 2015, DriveTime made an exception to the Drivers Seat Limited Warranty to cover the cost of the interior lights for a total of $ 112.77.
On December 21, 2015, our customer contacted DriveTime in regard to concerns with the battery of the vehicle. We advised our customer that this would be considered as a maintenance item and would not be able to assist with the cost of this repair.
On December 23, 2015, DriveTime contacted our customer in order to reach an amicable resolution. DriveTime advised our customer to send in receipts for the battery replacement paid out-of-pocket. Once these receipts are received, DriveTime will reimburse our customer for the cost of the battery replacement.
As an additional good will gesture, DriveTime has applied a $25.00 credit towards our customer’s payment.
Sincerely,
DriveTime Customer Relations

January 16, 2016

[redacted]
Revdex.com
Ph. (602) [redacted]
Fax (602) 263-0997 

Re: Complaint # [redacted]

Dear Ms. [redacted]

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

On January 8, 2016, our customer returned the vehicle to a DriveTime dealership to rescind the Simple Interest Retail Installment Contract, at that time:

Our customer agreed to:
Release the Vehicle to DriveTime possession
DriveTime agreed to:

Rescind the Simple Interest Retail Installment Contract
Delete trade lines from all three credit reporting agencies
Refund full down payment of $600.00 to our customer

At this time, the $600.00 refund of the down payment has been sent to our customer. Without any new information, DriveTime is unable to further assist our customer.

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 [redacted]
Sincerely,

Justin M.
DriveTime Customer Relations Department
Tell us why here...

July 29, 2016

serif;">  Revdex.com Ph. (602) 264-5299 Fax (602) 263-0997    Re: Complaint #11577966   To Who It May Concern:   Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.   On October 22, 2015, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2008 Mercedes-Benz E Class. Attached you will find a copy of the Contract for your review. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. Our customer also purchased GAP insurance, an extended Vehicle Service Contract, and SkyLink GPS service at the time of sale.   On July 7, 2016, our customer contacted Bridgecrest to advise that she was looking into refinancing her vehicle through a third party. Our customer had questions regarding her GAP insurance, Vehicle Service Contract, and GPS service, and if she would be refunded for those services after paying the vehicle off.   We advised that if the cancellations were processed after the payoff was received the refunds would be disbursed in check form. We further advised that we would be able to cancel her GPS service, and that her cancellation requests for the Gap insurance and the Vehicle Service Contract would have to be submitted to Aeverex, the third party provider of those services.
FULL RESPONSE ATTACHED

September 7, 2016
 
Revdex.com
Ph. ###-###-####
Fax ###-###-####
 
Re: [redacted]
 
To Whom It May Concern:
 
Thank you bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns.
 
On September 7, 2016, we spoke with our customer to further discuss his concerns. We explained why we would not be able to honor his request for a $2,000.00 credit, or to find a Sonata LE to offer him.
 
Our customer stated that part of his concern with our initial offer to put him into a new vehicle was the 24-hour time limit that was placed on the offer. Our customer stated that he was unable to find a vehicle, or visit the dealership within that timeframe.
 
With that in mind, we have re-opened the offer to place our customer in a different vehicle, and given him until Saturday, September 10, 2016, to visit our dealership. Our customer has accepted this offer. We have invited our customer to begin reviewing the available vehicles on our customer’s dealership website, and to contact us with any questions.
 
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us at ###-###-####.
 
Thank you,
 
Jeremy N.
Customer Relations

September 2, 2016

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Re: Complaint #[redacted]
 
To Whom It May Concern:
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
 
On February 24, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2006 BMW X5. The contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. At time of sale, out customer also opted to purchase a 3 year/36,000-mile Vehicle Service Contract, administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract, for your reference.
 
On August 4, 2016, our customer’s loan was paid in full. Our customer does not currently have an active loan with Bridgecrest.
 
Our customer’s repair history with the vehicle is as follows:
  
• On March 20, 2015, our customer contacted Aeverex and stated concerns with the vehicle leaking oil. Aeverex encouraged him to take the vehicle into an in-network repair facility for diagnostic. 
 
• On March 23, 2015, an in-network repair facility filed a claim with Aeverex for the repair of alternator, timing cover gasket, valve cover gasket, and alternate bracket cover. Aeverex advised them that the repairs were covered under the Vehicle Service Contract. 
 
• On October 23, 2015, an in-network repair facility filed a claim with Aeverex referring our customer to an Original Equipment Manufacturer (OEM), as they were unable to complete the repairs needed. No additional claims were ever filed in reference to the concerns. 
 
 
Continued... (Full version provided to the Revdex.com)

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 customers’ concerns. On December 3, 2013, our customers entered into a retail installment contract when they purchased a 2005 Chrysler Town and Country. The vehicle came with a 3 year/36,000...

mile limited warranty administered by Aeverex, at no additional cost. I have included the retail installment contract and the limited warranty agreement for your reference. On December 26, 2013, a claim was filed by the repair facility. The repair facility stated the steering rack, radiator, side pan gasket, alignment, and steering pump needed to be replaced. The steering pump and radiator were covered under the limited warranty. The steering rack, side pan gasket and alignment are non-covered components under the limited warranty; however, as an exception Aeverex covered the repairs. Aeverex’s rental reimbursement policy reimburses customers up to $25.99 per calendar day, plus any applicable taxes; for any costs incurred with obtaining alternate transportation. To qualify for reimbursement, the repair must be covered under the limited warranty and the vehicle must stay at the repair facility overnight. We have been in contact with our customer and have reached an amicable resolution. We have agreed to credit his account $100. 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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On October 23, 2012, our customer entered into a retail installment contract when she purchased a 2008 Ford Escape. I have included the retail installment contract for your...

reference. On December 22, 2013, we received a payment of $200.00. On January 02, 2014, the payment came back as insufficient funds. DriveTime will attempt three courtesy calls per day. We have attempted to contact our customer to reach an amicable resolution, but have been unsuccessful. We encourage our customer to contact us at ###-###-#### for further assistance. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s account. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. 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.

The DriveCare Limited Warranty agreement outlines coverage and exclusions. Included is a copy of the limited warranty agreement for your reference.

On September 10, 2013 our customer contacted us regarding his claim for an alignment, new tires, differential cover gasket, and axle seals. The items were denied as non-covered components, under the limited warranty.

On September 23, 2013, we credited our customers account in the amount of $401.02 to offset the cost of the repairs listed above.

DriveTime is unable to accommodate our customer’s request to provide an additional two payment credit to offset the cost of repairs.

On January 17, 2014, we contacted our customer and offered a settlement to waive his deficiency balance and delete the trade line from his credit report. In exchange our customer would need to release possession of the vehicle to DriveTime. Our customer declined our offer. We encourage our customer to contact us at ###-###- ####, to take advantage of 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 ###-###-####.

 

Sincerely,

Customer Relations Specialist

Dear Ms. [redacted],

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customers’ concerns. We apologize for any inconvenience or confusion.

On September 18, 2013, our customers entered into a retail installment...

contract when they purchased a 2006 [redacted]. The vehicle came with a 3 year/36,000 mile limited warranty administered by Aeverex. I have included the retail installment contract and the limited warranty agreement for your reference.

At the time of sale, our customers agreed to make 145 bi-weekly payments of $204.40 and 1 final payment of $204.22, beginning on October 12, 2013.

DriveTime does not compete on price, nor do we hide it. We encourage our customers to research all aspects of their purchase. Our customers had the opportunity to sign and review the following documents:

? Retail Purchase Agreement

? DriveTime’s DriveCare Limited Warranty

? What you need to know about financing a vehicle with DriveTime

? Simple Interest Retail Installment Contract

Included you will find a copy of the above referenced documents for your review.

DriveTime’s vehicle pricing is subject to several factors. Included in the purchase price of the vehicle are the following benefits:

? Multi-point inspection

? 3 year/36,000 mile limited warranty

? Rental reimbursement up to $25.99 per calendar day + applicable tax, on warranty-covered repairs

Roadside assistance, up to $75 per incident

? GPS device providing anti-theft services

DriveTime offers a Vehicle Return Program, which allows our customers the ability to return the vehicle and terminate their contract. Our customers must return the vehicle to the dealership they purchased from within five business days. Included you will find a copy of the agreement for your reference.

We advise our customers to call [redacted] at ###-###-####, if they are experiencing any issues with their vehicle. [redacted] refers our customers to a nearby repair facility to have the vehicle diagnosed so that we could determine the issue.

On September 19, 2013, our customers contacted [redacted] and stated the brakes were grinding. [redacted] referred our customers to a repair facility. No claim was filed from a repair facility.

On September 24, 2013, our customers contacted [redacted] and inquired about new brakes. [redacted] advised our customers the brakes were not covered under the limited warranty.

On November 04, 2013, we received correspondence from our customers. Attached in the correspondence were photos of rust on the vehicle. After reviewing the photos, we have determined the rust was surface rust. Surface rust is common in the region where the customer lives. The surface rust on our customers’ vehicle has no effect on the drivability or safety of the vehicle.

On December 16, 2013, our customers contacted us and stated they paid $600.00 for brakes. On December 27, 2013, we granted a two-payment deferment for the out of pocket expenses.

We have attempted to contact our customer; however, we have been unsuccessful. We encourage our customer to contact us at ###-###-#### to work towards a resolution.

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 ###-###-####.

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 October 30, 2012, our customers entered into a simple interest retail installment contract when they purchased a 2009 Dodge Journey. The...

vehicle came with a 3 year/36,000 mile limited warranty.

On April 26, 2014, our customer contacted DriveTime regarding concerns with credit reporting. According to our records, DriveTime is reporting accurately to all three major credit reporting bureaus. [redacted] is showing both customers being reported. [redacted] and [redacted] is not showing the co-buyer being reported.

On April 28th, 2014, DriveTime sent a request to update the co-buyer’s information on [redacted] and [redacted]. The credit reporting agencies can take up to sixty days to reflect any changes. On April 30th, 2014, we emailed a credit rating letter to our customer as verification of what DriveTime is reporting.

On May 2nd, our customer stated she sold the vehicle to a third party and had no further questions or concerns. We advised our customer she is still responsible for the loan and any payments, until the loan is satisfied.

As a goodwill gesture, DriveTime has applied a $25 credit to our customer’s principal balance.

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

Sincerely,

DriveTime

Customer Relations

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

All information provided regarding dates and detail of conversations is pulled directly from our internal call log. Any conversations had in person at the dealership would only be available if contact was also made with customer service.

The first incoming call we received from our customer was on April 21, 2014 at 9:30 am CDT. This time stamp does not contradict our customer’s statement that she goes to school on Wednesday, as this was a Monday. Based on the notes of the conversation we have available, we advised our customer to contact the dealership, as she was still within the five (5) day Vehicle Return Program.

On April 28 at 2:45 pm CDT, notes show our customer called in with questions on her warranty and was transferred to Aeverex, the warranty administrator. We are unable to corroborate any additional information provided by our customer for this date, as the conversations did not occur with DriveTime customer service.

On May 2, 2014, we had three (3) incoming calls from our customer. During the second call at 6:30 pm CDT, our customer advised she had contacted a mechanic every day, however we did not have any notes from Aeverex advising vehicle had been diagnosed. The notes indicate our customer stated the two (2) shops provided by Aeverex were too far away. During this conversation, our customer requested compensation to have her driveway cleaned. In the third call at 6:43 pm CDT, our customer advised she was taking vehicle back to original equipment manufacturer (OEM) and faxing in estimate for driveway. Our notes do not indicate estimate for driveway was requested or that compensation would be provided.

On May 3, 2014, our customer contacted DriveTime customer service regarding the previously communicated potential oil leak. Our customer advised she is very busy and does not have time to get vehicle into repair facility to diagnose problem. As a correction to our previous communication, our customer advised she brought vehicle back to DriveTime dealership the previous night. Our customer requested we return down payment or get her into a different vehicle. Customer also stated she would take vehicle to OEM for inspection once DriveTime returns the vehicle. Our customer requested to have dealership take care of stated oil leak prior to returning the vehicle. Our customer was advised by customer service if she gives keys to dealership, it would be considered a voluntary surrender and would void the contract. As previously stated, we are unable to corroborate any additional information provided by our customer for this date, as the conversations did not occur with DriveTime customer service.

We have been unable to offer any additional assistance to our customer as she has asked that we do not contact her. We encourage our customer contact us at [redacted] if she wishes to discuss options.

At this time, we are still unable to accommodate our customer’s request to refund her down payment or replace the vehicle. We encourage our customer to follow the warranty procedures to determine the source of her mechanical issues. As of the date of the notice, we do not have any claims filed with Aeverex, the warranty administrator.

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