DriveTime

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)

[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,

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

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Dear Ms. [redacted],

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

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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customers’ concerns.On May 8, 2013, our customers entered into a Simple Interest Retail Installment Contract when they purchased a 2007 Chevrolet HHR. Attached you will find the Simple Interest...

Retail Installment Contract for your reference.On October 10, 2014, we reached out to our customers to address their concerns. We discussed the finance charges, simple interest, and payment allocation as it relates to their account. That information is as follows:- Amount Financed: $16,662.93- APR/Interest Rate: 23.044%- Finance Charge: $12,221.39- 62 monthly payments of $458.50 with one final payment of $457.32          - Interest paid thus far: $5,063.65          - Principal paid thus far: $2,621.10Page one of the "What you need to know about financing a vehicle with DriveTime" document under "Financial" states:"Your contract is a ‘simple interest’ contract. That meansa "finance charge" (interest) is charged each day on the amount you financed with us. When you make a payment, your payment pays the interest and then it pays/reduces the amount financed. If you pay late, your contract continues to accrue interest each day. When you make your payment late more of your payment has to go to pay the extra interest. This means less of your payment goes to pay/reduce the amount financed and it can take longer to pay off your contract with us"Attached you will find the "What you need to know about financing a vehicle with DriveTime" document for you review.At this time, we are unable to accommodate our customers’ request to trade in her vehicle with Chevrolet. However, our customers are free to explore refinance options with a bank or credit union of their choosing.As a goodwill gesture, DriveTime has credited our customers’ principal balance $25.00.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

The problem is that I had to use my first 30 plus days in and out of the repair shop for this non-reliable car. I called Drive Time to let them know that I was making a payment of 850.00 on Dec 31st due to having medical issues/bills.  A couple days later the car check light engine turned on and the car shut off the following day on December 24nd 2015. I called Drive Time and let them know that car shut off that week. They told me that due to me having an outstanding balance that there is nothing they can do. So I asked to speak with a supervisor in the escalation department. They told me if I can get it to the shop and pay the deductible then I should be good and that I need to make a payment as soon as possible. I’ve done everything they told me to do regarding getting the car to a repair shop. I’ve been stranded for 2 weeks and now my daughter is missing school and I’ve spent my holidays stress to the max. I’ve been in and out of the repair shop and on the phone for hours calling back to back to Drive Time’s escalation department. The car is still at the repair shop parking lot and I will be renting a car one way to get home with my daughter and puppy on 1/8/16. Please help me, I wouldn’t mind paying for a working car but since the car couldn’t make it back home to [redacted] due to car issues.  Due to having to take the car back and forth over 3 times and being stuck in traffic due to the car failing on me, I’m exhausted and just want my money back so I can purchase a reliable car. I can afford to make the payment but the car was a lemon. I have attached the 4 times that I had to take to the repair shop. I don't think the owner of Drive Time would like to live in and out of the repair shop and stranded on the streets waiting for tow trucks in the cold [redacted] weather. I had to pay for a one way home back to [redacted] and the car is still stranded back in [redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On March 25, 2013, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2006 Pontiac G6. Included you will find the Simple Interest...

Retail Installment Contract for your reference. On September 19, 2014, we contacted our customer and came to an amicable resolution. As a goodwill gesture, DriveTime has mailed our customer a $50.00 [redacted] gift. We encouraged our customer to contact the recovery agency regarding her personal belongings and metal plates. 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 customers’ concerns. On July 24, 2014, our customers entered into a simple interest retail installment contract when they purchased a 2006 Dodge Charger. Our customers purchased a 3 year/36,000...

mile vehicle service contract, administered. Included you will find the simple interest retail installment contract and the vehicle service contract for your reference. On September 15, 2014, we contacted our customers and came to an amicable resolution. We agreed to credit their account a daily per Diem of $16.38 for each day the vehicle is at the repair facility for the engine replacement. As a goodwill gesture, DriveTime has mailed a $25.00 American Express gift card. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations

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

On August 13, 2014, our customer entered into a retail installment contract with DriveTime when he purchased a 2010 Dodge Grand Caravan. Our customer...

elected to purchase a 3 year/36,000 mile vehicle service contract, administered by [redacted]. Included you will find the retail installment contract and vehicle service contract agreement for your reference.

We have made several attempts to contact our customer to discuss his concerns, but have been unsuccessful. On September 25, 2014, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform our customer of our attempts to reach out to him. We encourage our customer to contact our Customer Relations department at ###-###-####, to discuss his concerns.

As a goodwill gesture, DriveTime has applied a $25 credit to our customers’ 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

January 22, 2016

justify;">
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 customer’s concerns.
On April 8, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2006 Lincoln Zephyr. Included with the vehicle was a 5 year/50,000 mile Limited Warranty, administered by [redacted]. Attached you will find the Simple Interest Retail Installment and Limited Warranty for your reference.
At the time of sale our customer was provided with an Experian Autocheck Report. This report contains information on reported accidents, possible title and odometer concerns, and vehicle use information. The report provided to our customer at the time of sale disclosed that the vehicle had been involved in two reported accidents. Attached you will find a copy of this report for your review. Our customer signed and acknowledged the Experian Autocheck Report.
On October 22, 2015, our customer contacted DriveTime and [redacted] to advise she was experiencing a knocking noise and an oil leak. DriveTime advised that we needed a repair facility to call in a diagnostic to [redacted], and that we would be able to review for possible assistance if the issues reported were not covered by the Limited Warranty.
On October 27, 2015, [redacted] Total Car Care contacted [redacted] and advised that the vehicle required an engine replacement. [redacted] requested an independent inspection to verify the faults reported by [redacted].
On October 29, 2015, the inspector filed a report recommending that the engine be replaced.
On November 3, 2015, [redacted] approved the replacement of the engine at a cost of $2,207.90.
(CONTINUED…FULL RESPONSE SUBMITTED TO Revdex.com)

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

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Dear Ms. [redacted],

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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customers’ concerns. On January 19, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract when he leased a 2004 Lexus ES 330. All lease vehicles come with a Life of Lease...

Limited Warranty, administered by [redacted]. Included you will find the Closed End Motor Vehicle Lease Contract and the Life of Lease Limited Warranty for your reference. All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, it will not be replaced. Page one of the "Lease Vehicle Inspection Checklist" under Important Reminder, states:  "Our focus of the multi-point inspection is primarily the safety and reliability of your vehicle…Please insure you are comfortable with the condition of the vehicle prior to purchasing." Additionally, on page one of the "Lease Vehicle Inspection Checklist" under Maintenance Items, states: "…These maintenance items are subject to replacement only upon failure of the component..." At the time of sale, our customer signed and dated the "Lease Vehicle Inspection Checklist." Attached you will the Lease Vehicle Inspection Checklist for your review. A timeline of our customer’s repair history is as follows: - On January 24, 2015, our customer contacted [redacted] regarding a burning smell and an oil leak. - On January 30, 2015 a repair facility contacted [redacted] and recommended to repair the front crank seal, left valve cover gasket, and to add transmission fluid. [redacted] ordered an inspector to verify the mechanical failures. - On January 30, 2015, our customer informed DriveTime the vehicle was having mechanical issues. We informed our customer that we do not provide assistance with the Cancel Anytime Lease Contract. As an exception, we offered our customer a per diem credit for the amount of days the shop retains the vehicle. - On February 4, 2015, an inspection report was submitted to [redacted]. The inspector recommended repairing the oil pan, pan gasket, front cam seal, and right front axle. - On February 5, 2015, DriveTime made an exception to assist our customer with a direct bill rental until the repairs were completed. Our customer’s repairs were completed on February 10, 2015. On February 9, 2015, our customer requested to return the vehicle for a full refund. We informed our customer the repairs were covered by the Life of Lease Limited Warranty and exceptions were made to assist him while vehicle was being repaired. On February 12, 2015, we informed our customer a per diem credit for $99.78 would be applied to his account for the six days he was without transportation.On February 18, 2015, we informed our customer of the past due for $346.50. We encouraged him to make payment to prevent recovery of the vehicle. Our customer stated he will send the payment through his financial institution to avoid any payment processing fees. To date no payments have been received. Later that day, our customer contacted [redacted] stating the transmission was still having issues. [redacted] informed our customer to take the vehicle back to the previous repair facility and made an exception to cover the diagnostic fee. At this time, we are unable to accommodate our customer’s request to cancel the Return Anytime Lease and refund all monies paid. Once a claim is filed with [redacted], we can review for possible assistance. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s account. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations

December 28,...

2015
Revdex.com
Re: Complaint # [redacted]
Ms. Hill,
We appreciate the opportunity to address our customer’s concerns.
On January 3, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2007 Jeep Compass. Attached you will find the Simple Interest Retail Installment Contract for your reference.
When our customer’s accounts become delinquent, DriveTime makes regular attempts to contact our customer to cue the delinquency balance. While speaking with our loan advisors, our customer is able to set payment arrangements on the account. If these arrangements are made and kept, efforts to contact our customer cease.
On June 5, 2015, our customer contacted DriveTime to set up payment arrangements on his account. At that time, our customer agreed to make a payment of $ 265.00 on July 3, 2015 and an additional payment of $333.00 of July 15, 2015. If these arrangements were kept, the account would then reflect as current.
On July 3, 2015, our customer made a partial payment of $154.72, which did not meet the amount that was previously agreed upon.
On July 17, 2015, a payment of $223.00 was received. This payment amount did not clear our customer delinquency balance and the account remained past due.
From that point in time, our customer made multiple attempts to set arrangements to bring the account to a current status. Not all of the arrangements were met, causing the account to become further past due.
On December 26, 2015, DriveTime contacted our customer to reach an amicable resolution. DriveTime agreed to provide our customer with a two payment deferment on the account. This allowed two payments to be placed on the end of the loan and as a result, bring the account to a current status. As an additional good-will gesture, DriveTime has applied a $25 credit towards 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 January 14, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2011 Ford Focus. Attached you will find the...

Simple Interest Retail Installment Contract for your reference.We have made several unsuccessful attempts to contact our customer. On February 16, 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 him. We encourage our customer to contact DriveTime at ###-###-####, to address his concerns.We have also reviewed our customers account and have found the following:- On June 11, 2014, DriveTime received notice that our customer’s vehicle was impounded. This impound was due to his girlfriend parking on a private property. Our customer was responsible to pay $2,154 to redeem his vehicle. This redemption fee equated from the impound company charges along with DriveTime’s recovery fees. Our customer paid the amount required and redeemed his vehicle.- The most recent impound from the police occurred on December 19, 2015, with our customer’s girlfriend who has had possession of the vehicle in another state.- Due to an arrest, our customer and DriveTime were not notified that the vehicle had been impounded. Therefore, up until February 2015, our customer was stating that the vehicle had been stolen or lost and wanted us to locate it. We advised our customer that if he provides a police report we could send the GPS location of the vehicle to the police.- Once the vehicle was located at an impound lot, DriveTime recovered it to prevent further storage fees. Our customer is responsible to pay $1,842.87 to redeem his vehicle. The redemption deadline is February 21, 2015.Our customer is stating DriveTime turned off the GPS tracking device to run a $2,000 bill as ransom. Our customer has the Skylink service to log-on and locate the vehicle at anytime. If our customers want DriveTime to locate the vehicle, a police report is needed and that location would then be sent to the police. The impounds and charges that occurred over the past year were valid and arose due to a third party having possession of the vehicle. Our customer is still responsible for the account balance regardless of any agreements made with a third party to take possession of the vehicle and payments. We are unable to accommodate our customer’s request to refund the amount he has paid into the loan due to the issues stemming from domestic matters.As a goodwill gesture, DriveTime has mailed a $25 American Express to our customers’ address on file. 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