DriveTime

On June 11, 2016, our customer contacted DriveTime and inquired into the possibility of exchanging the vehicle. We advised that we were willing to exchange the vehicle, rescind his current Contract, and enter into a new Simple Interest Retail Installment Contract with him. Additionally, we informed our customer that the exchange would require no additional down payment and that he would be transferred into a comparable vehicle. Our customer stated that he would consider our offer and contact us once he had finalized his decision.
 
On June 13, 2016, our customer contacted DriveTime and declined the abovementioned offer; furthermore, he requested that DriveTime allow him to return the vehicle and issue a full refund of all monies paid into the loan. We advised that we would be unable to accommodate this request, as our customer had indicated that the vehicle was operational after having the TCM repairs completed through the OEM. Alternately, we offered to accommodate our customer’s request to return the vehicle, rescind his Contract, and delete his trade-line. However, our customer declined this offer, as well.
 
Please see the attached PDF for the full response.

I have reviewed the response made by the business in reference to complaint ID 10836648, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I did not pay 950.00.. I was told that I had to pay 994.00 to drive off with the vehicle.. Then the fact that they are trying to make it seem as if they were trying to be so helpful to me also is untrue.. When I called them myself to report all these problems, they didnt want to assist me.. But as soon as I reported them to the Revdex.com, now all of a sudden they are so concerned about the issue.. And im sorry but a 25.00 gift card is not gonna make this problem go away.. I didn't even get to the two month mark with owning the vehicle due to it completely breaking down.. And I feel that I was duped into taking a lemon for a car off their lot.. A car that they didnt inspect or do anything to prior to selling it to me.. I worked too hard for my money to be wrongfully taken by a money hungry corporation.. Whatever major mechanical issues that car has, has been with that car prior to being sold, and im more than certain they were aware of it all, and still chose to sell it after the fact..I plan to go to the local news station here and report it as well.. I cannot take this sitting down, and I will not roll over for a bully of a corporation.. Right is right, and wrong is wrong.. The right thing to do is to return my down payment of 994.00.. [Provide details of why you are not satisfied with this resolution.]

Regards,

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...

June 17, 2015 Lyndsey Mullens Revdex.com Ph. ###-###-#### Fax ###-###-#### Re: Complaint # [redacted] Dear Ms. Mullens, Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. DriveTime strives...

to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respect. On May 1, 2015, our customer entered into a Closed End Motor Vehicle Lease with DriveTime, when she leased a 2006 Pontiac Grand Prix. All lease vehicles come with a Life of Lease Limited [redacted], administered by [redacted]. Included you will find the Closed End Motor Vehicle Lease Contract and the Life of Lease Limited [redacted] 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, 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. The following is our customer’s repair history: ? On May 12, 2015, our customer contacted lease customer service regarding repair issues. We referred our customer a repair facility that worked with [redacted]. ? On May 18, 2015, a repair facility contacted [redacted] and recommend repairing front engine mounts, left side transmission mount, and front axle. [redacted] approved the repairs under the Life of Lease Limited [redacted]. ? On May 26, 2015, our customer contacted DriveTime inquiring about a rental assistance. We informed our customer there is no rental assistance on lease vehicles. We offered per [redacted] for each day the vehicle was in the repair facility. Per [redacted] is calculated based on our customer’s bi-weekly payment of $207.50. We take the bi-weekly payment and divide it by 14 days. Our customer’s daily per [redacted] is $14.82. ? On May 27, 2015, the repair facility contact [redacted] and advised the output shaft came out with the axle causing internal damage to the transmission. [redacted] approved the transmission under the Life of Lease Limited [redacted]. ? On June 5, 2015, a per [redacted] credit for four (4) days was applied to our customer’s account for $51.87. At this time, as a goodwill gesture, we are offering to credit our customer’s account $300.00. We encourage our customer to contact us at ###-###-#### to accept our offer or come to 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, [redacted]. DriveTime Customer Relations Tell us why here...

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

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

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

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

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,

[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 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 September 24, 2014, our customer entered into a Cancel Anytime Lease Contract when she leased a 2008 Chevrolet Cobalt. Attached you will find the Cancel...

Anytime Lease Contract for your reference. On November 13, 2014, our customer voluntarily returned her vehicle to terminate her lease contract.
On November 18, 2014, our customer called in stating a payment of $192.66 was deducted from her bank account on November 15. Our customer’s account was setup on an automatic payment system that was not cancelled at the time of return. We advised our customer that we would send her a refund check for the amount withdrawn, contingent upon receiving a copy of the bank statement showing the payment had cleared.
On November 20, 2014, we received the bank statement and advised our customer that a check for $215.66 would be mailed to her. This amount includes the $192.66 payment and the $23 overdraft fee incurred on her bank account.
On November 26, 2014, we confirmed the check had been delivered to our customer’s residence via FedEx tracking system. Our Accounts Payable Department also verified the check had been cashed.
On December 4, 2014, we got ahold of our customer’s husband, an authorized third party on the account, to discuss the matter. He advised they have received the check and everything has been taken care of.
DriveTime thanks the [redacted] for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.
Sincerely,
DriveTime
Customer Relations

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,

[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.

Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customers’ concerns.At the time of sale, our customers were provided an Experian AutoCheck Vehicle History Report. The Experian AutoCheck Vehicle History report may indicate a prior accident record, a rental or government vehicle, registered in a storm area, and/or a theft record. If any of the items were applicable, these items would be noted in the Vehicle Information section on the Experian AutoCheck History report. DriveTime sold the vehicle in good faith. Our customers read, agreed and signed the document. Our customers also signed the “what you need to know about financing a vehicle with DriveTime” document. Page 2, section: “Vehicle Inspection” states: “You are purchasing a used vehicle which may have had paint or body work we did not perform and are not aware of. You had an opportunity to inspect your vehicle and are satisfied with it.” DriveTime’s vehicle pricing is subject to several factors, including price of purchasing and reconditioning the vehicles for sale. DriveTime clearly does not compete on price, nor do we hide it. Our customers elected to purchase additional products, which increased the overall purchasing cost of their loan. On May 23, 2014, DriveTime contacted our customers and encouraged them to submit any receipts for out of pocket costs.  We offered to review these receipts to determine what options were available. At this time, we have not yet received receipts from our customers. We encourage our customers to have the vehicle diagnosed for any current repair issues, so we can review our options for possible assistance. To date, DriveTime has performed all necessary reimbursement requirements stated in the vehicle service contract. At this time, we are unable to accommodate our customer’s request to exchange vehicles. 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]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.I was never given the opportunity to take over payments on the vehicle. I should have never been placed on the do not call list. I did not authorize nor did the cosigner authorize this action on my account. Any changes made to my information need to be verified with myself or the cosigner such as verifying social security numbers or pre-selected security questions. I am not at fault. This is negligence due to identity fraud that should have been verified by the drivetime associate who made this mistake.  

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.

Just to reiterate. The passenger side front window does not work most of the time. There is a hole by the drivers side floorboard that goes through the carpet which is where you put your foot to hit the gas and brake. That is a huge hazard. The defroster which I brought into their warranty shop that they said is working does not work correctly. The tires have already been replaced. We only have this a little over a year. This is a car that obviously hasn't been inspected before selling as they said it had. The seats were stained when I bought it and they cleaned them. They all came back. This is a disaster. Attached is the other repairs for a leak inside the car from the ac. This tells me the ac was not flushed and cleaned and caused a huge leak. Probably has mold. Every time you try to call them back it is over a half hour wait and I don't have time for waiting because I work. They should take this car back I am afraid it will explode next. There is also a knocking every once in a while that sounds like it is coming from the trunk. I have not missed a payment even though they don't deserve to be paid. Brakes also need replacement. How do you sell a car that needs major work and tell me a lie that there is a multipoint inspection done beforehand.

Regards,

November 6, 2015RevDex.comPh.

(602) 212-2232Fax

(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 September 12,

2015, our customer entered into a Simple Interest Retail Installment Contract

with DriveTime when she purchased a 2009 Pontiac G6. Our customer opted

to purchase a 5 year/50,000 mile DriveCare Limited Warranty, administered by

Aeverex. Attached you will find the

Simple Interest Retail Installment Contract and DriveCare 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, there is no need to replace

it. 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 insure 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.On October 12, 2015, our customer contacted Aeverex and stated that the

vehicle was not drivable. Aeverex referred our customer to and in-network

repair facility for diagnostic. On October 13, 2015, our in-network repair facility filed a claim with

Aeverex for the fuel pump, water pump, coolant, and fuel level sensor repairs.

The repairs were approved under the terms of the Vehicle Service Contract. On October 15, 2015, our customer contacted Aeverex and inquired if she

would be reimbursed for the cost of her rental vehicle. Aeverex advised our

customer that they would reimburse her for four days of the cost of the rental

vehicle under the terms of the Vehicle Service Contract. On October 19, 2015, our customer contacted Aeverex and stated that the

vehicle had an ongoing no start issue. Aeverex advised our customer to take the

vehicle back to our in-network repair facility for diagnostic. On October 22, 2015, an in-network repair facility filed a claim with

Aeverex for the fuse box repair. Aeverex advised the in-network repair facility

that the component was not covered under the terms of the Vehicle Service

Contract. However, they choose to make an exception to the Vehicle Service

Contract and cover the repair.  On October 23, 2015, our in-network repair facility contacted Aeverex

and stated that the fuse box was on backorder and that there is no release date

for the component. Aeverex authorized the in-network repair facility to order

the part and proceed with the repair. On October 26, 2015, the in-network repair facility contacted Aeverex

and stated that our customer inquired if she could obtain a rental vehicle

until the fuse box component arrived at the in-network repair facility. Aeverex

advised our in-network repair facility that they would make an exception to the

Vehicle Service Contract and authorize five days of rental reimbursement. On that same day, our customer contacted DriveTime and stated that she

had to pay for a rental vehicle that was not covered under the terms of the

Vehicle Service Contract. Our customer was advised that DriveTime would make an

exception to the Vehicle Service Contract and assist with rental reimbursement for

the days that are not covered under the terms of the Vehicle Service Contract. On November 3, 2015, our customer contacted DriveTime and stated that

the fuse box component needed to repair her vehicle was on backorder and there

was no estimated time of arrival for the component. Our customer was advised

that DriveTime would research the situation to obtain a resolution. Our

customer was unsatisfied with DriveTime’s response but understood. On November 4, 2015, DriveTime contacted our customer and stated that Aeverex

was able to locate the fuse box component and it would arrive at our in-network

repair facility in three to four days. DriveTime advised our customer that we

would make an exception to the Vehicle Service Contract and offer her a direct

bill rental vehicle until November 11, 2015. Our customer was satisfied with

the resolution and the call was ended on amicable terms.At this time, we are unable to accommodate our customer’s request to

replace her current vehicle with a different vehicle as all the repairs needed

on her current vehicle have been approved by Aeverex.  We apologize for

any confusion or inconvenience this matter may have caused. As a goodwill

gesture, DriveTime has applied a $25.00 credit to our customer’s principal

balance. If our customer has any additional concerns, we encourage her to

contact our Customer Relations department at [redacted] 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, Diana C.DriveTime

Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On June 27, 2014, our customer entered into a Simple Interest Retail Installment contract when he purchased a 2006 BMW 3 Series. Included you will find the Simple Interest...

Retail Installment contract for your reference.On October 1, 2014, we contacted our customer and reached an amicable resolution. At this time, DriveTime has placed our customer’s account in our Special handling department. Our Special handling department will ensure our customer only receives collection calls if his account is seven or more days past due.As a goodwill gesture, we have applied a $50 credit towards his next payment. We apologize for any inconvenience or confusion this 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 ###-###-####.Sincerely,[redacted]DriveTimeCustomer Relations

April 28, 2015
Lyndsey Mullens
Revdex.com
Ph. ###-###-####
Fax ###-###-####
Re: Complaint # [redacted]
Dear Ms. Mullens,
Thank you for bringing this matter to our...

attention. We appreciate the opportunity to address our customer’s concerns. On May 24, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2006 Dodge Ram. Attached you will find the Simple Interest Retail Installment for your reference.
In October, 2014, DriveTime temporarily ceased credit reporting to all three major credit bureau agencies. The cease is due to required system enhancements, as well as to comply with the [redacted] At this time, we have completed the necessary updates with [redacted] and [redacted] and they have begun uploading our customers’ account information for public viewing. We anticipate the enhancements with Transunion to be completed no later than the end of April. Reporting may not be immediately visible, but completed updates should reflect on our customer’s credit report within 30-60 days. We apologize for any confusion or inconvenience this may have caused.
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.
On April 25, 2015, we contacted our customer and came to an amicable resolution. DriveTime has offered to backdate our customer’s trade line to reflect the life of his loan.
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,

DriveTime
Customer Relations