DriveTime

February 19, 2016

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Revdex.com
Ph. (602) 212-2232
Fax (602) 263-0997 

Re: Complaint #[redacted]

To Whom It May Concern:

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On December 31, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2013 Dodge Caravan. Our customer also opted to purchase a 5 year/50,000 mile Vehicle Service Contract, administered by [redacted] Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference.
All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no need to replace it.
Page one of the “Customer Delivery Checklist” under Important Reminder, it states:
“Our focus of the multi-point 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.”
Additionally, on page one of the “Customer Delivery 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 the “Customer Delivery Checklist.” Attached you will the Customer Delivery Checklist for your review.
On February 8, 2016, our customer contacted [redacted] and stated that the check engine light had come on. [redacted] advised her to take the vehicle into an in-network repair facility for diagnostic.
On February 9, 2016, our in-network repair facility filed a claim with [redacted] for repairs of leak detection pump and motor mounts. [redacted] advised them that the repairs were non-covered components.
Continued… (Full version provided to the Revdex.com)

February 19, 2016

text-align: justify;"> 
Revdex.com
Ph. (602) 212-2232
Fax (602) 263-0997 
 
Re: Complaint #[redacted]
 
To Whom It May Concern:
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On February 27, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2006 Toyota Corolla. Attached you will find the Simple Interest Retail Installment Contract for your reference.
At the time of sale, our customer agree to make 145 bi-weekly payments of $189.41 and one (1) final payment of $187.62. When our customer’s account falls past due, DriveTime makes multiple attempts to cure the past due balance on the account and make payment arrangements with our customers.
DriveTime has made multiple attempts to contact our customer and advise her of the status of the account.
On February 8, 2016, our customer contacted DriveTime and stated that she was not in possession of the vehicle. Our customer advised that a third party had the vehicle and are making the payments on the loan. DriveTime advised her of the negative ramifications of making late payments. Our customer understood.
On February 10, 2016, our customer contacted DriveTime and stated that she has been unable to contact the third party who is in possession of the vehicle. Our customer requested that DriveTime repossess the vehicle but was unsure of where the vehicle was currently located.
On February 12, 2016, our customer contacted DriveTime and inquired about the status of the account. DriveTime advised her that the account was delinquent by $964.10. Our customer advised us that she was able to make contact with the third party in possession of the vehicle and would be relaying the information to her.
Continued… (Full version provided to the Revdex.com)

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. The actions described in our customer’s correspondence are clearly not in keeping with...

DriveTime's set standards of service and support. DriveTime strives to make each customer’s experience both rewarding and pleasant, while ensuring that every customer is treated with the utmost respect. On March 18, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2008 [redacted]. At the time of sale, our customer agreed to make 147 bi-weekly payments of $214.03 and 1 final payment of $211.21, beginning April 10, 2015. He also agreed to finance a total of $17,664.58 with a 22.731% Annual Percentage Rate (APR), as outlined on page 1 of the Simple Interest Retail Installment Contract. Our customer has several complaints: price, APR, vehicle history, phone calls, and possibly mechanical issues. DriveTime does not compete on price, nor do we hide it. Vehicle prices are posted online and on every vehicle at our dealerships. We also encourage our customers to research all aspects of their purchase prior to sale. We would also note that the majority of the traffic to our website is to view inventory.  We believe many customers review vehicles and pricing for us and other dealerships prior to coming to our stores. At the time of signing, DriveTime reviews each document with our customers and ensures they understand the information within. By signing these documents, they are asserting that they have read and fully understand the terms enclosed. We encourage our customers to thoroughly review all paperwork before signing the contract. We also record all of our dealership closes and typically review over 1,000 closes each month to confirm that our underwriters are reviewing the documents and major terms with our customers, including price, vehicle history and APR. If our customers are dissatisfied with their purchase for any reason, DriveTime also offers a Vehicle Return Program that allows them to return the vehicle and terminate their Simple Interest Retail Installment Contract within the first five days of their loan. Please refer to page 1 of the Retail Purchase Agreement, under “Vehicle Return Program”: “You will give me the ability to return the Vehicle to DriveTime and rescind this Retail Purchase Agreement so long as I return the Vehicle: 1) To the DriveTime dealership where I purchased it within five calendar days….” At the time of sale, our customer was provided with an Experian AutoCheck Vehicle History Report. The Experian AutoCheck Vehicle History Report may indicate a prior accident record, a former rental or government vehicle, previous registration in a storm area, and/or a theft record. If any of these items were applicable, they would be noted in the “Vehicle Use and Event Check” section on the Experian AutoCheck Vehicle History Report. This document has been attached for your reference. Page one of our customer’s Experian AutoCheck Vehicle History Report notes that the vehicle had been in two accidents prior to the time of sale. Our customer signed this document acknowledging that he understood this information and was satisfied with the condition of the vehicle. When our customers’ accounts fall past due, we contact them and, when they are able to do so, make payment arrangements. We currently do not have any records reflecting our customer requested to have his number placed on our do-not-call list. If our customer wishes to have his phone number added to this list, ending all outbound communication via telephone, he can contact us at 800-965-8043 and we will process his request accordingly. On September 4, 2015, DriveTime contacted our customer and attempted to address his concerns. We advised our customer at this time, we are unable to adjust his APR, but educated him about options for refinancing his loan with a third-party financial institution as one way of potentially lowering his payment amount and/or interest rate. Our customer advised he was also experiencing current mechanical issues with the vehicle. We encouraged him to contact [redacted], the administrator of his Vehicle Service Contract, to begin the processes of having the vehicle diagnosed. Once a claim is on file with [redacted], we will review options to assist with any potential non-covered repairs. Upon further review of this matter, we have determined that if our customer legitimately feels he was unaware of the prior history of the vehicle, we would be willing to rescind his contract. This would involve our customer returning the vehicle to the DriveTime dealership; in turn, we will return his full down payment. We would retain all contract payments for our customer’s use of the vehicle. On September 5, 2015, we contacted our customer and presented him with the above offer. Our customer advised he would review his options and then let us know how he would like to proceed. Should our customer accept this offer, he will be required to sign a Full Settlement and Release of Claims. This settlement offer will remain good until September 19, 2015. We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, DriveTime has credited $25.00 towards 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 800-965-8043. Sincerely, [redacted]DriveTimeCustomer Relations

February 11, 2016

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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.
 
On December 3, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2011 Mazda 2. At time of sale, our customer agreed to make 129 bi-weekly payments of $193.60 and one final payment of $193.04 beginning January 2, 2016. Attached you will find the Simple Interest Retail Installment Contract for your reference.
DriveTime offers an auto pay option through a third party vendor as a convenience for our customers. In order to enroll, our customers must provide their bank account number and routing number to a DriveTime agent to enroll in the program. The auto pay service will automatically deduct our customer’s payments on the date scheduled. Our customer elected to enroll in the auto pay service at time of sale.  
 
On December 31, 2015, our customer made a payment of $193.60 towards her account.  
 
On January 2, 2016, a payment was drafted via auto pay from our customer’s bank account as scheduled. On January 5, 2016, this payment was returned as insufficient. As a result, a $15.00 non-sufficient fund fee was charged to our customer’s account.
 
On February 8, 2016, DriveTime contacted our customer to reach an amicable resolution. We advised our customer we would credit her account a total of $30.00 to clear the nonsufficient funds fee from January 5, 2016 and an additional $15.00 to bring the account to a current status.
 
We apologize for any confusion or inconvenience may have caused. As an additional good-will gesture, DriveTime has applied a $25 credit towards our customer’s principal balance.
 
Should you have any questions or concerns, please contact us by calling us at [redacted]

 
DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns. On January 29, 2015, our customer contacted Aeverex with concerns about the vehicle’s windshield wiper blades, tire pressure sensors, air filter, and emission system. Aeverex advised our customer these items are not covered under the Vehicle Service Contract. On April 15, 2015, an out-of-network repair facility filed a claim with Aeverex for the thermostat, ignition coil, door panel, tire pressure sensor, seat panel, and coolant. As these repairs are not covered under the terms of the Vehicle Service Contract (VSC), Aeverex did not approve them. When repairs are not covered by the VSC, our customers are responsible for any diagnostic fees the repair facility may charge. This takes the place of the deductible customers are responsible for when repairs are approved. On April 17, 2015, we contacted our customer and advised her that if she brought her account only one payment ($433.54) past due, we would make an exception to approve the non-covered thermostat, coolant, ignition coil, and tire pressure sensor repairs ($657.95). Due to the amount of time our customer has been in the loan (one year and four months) and the number of miles the vehicle has been operated since the time of purchase (16,640), and because DriveTime does not typically assist with physical damage, our customer will remain responsible for the non-covered door panel and seat panel repairs ($598.33). We advised our customer that if she were to pay this amount out-of-pocket and provide us with paid receipts, we would defer her final past due payment to the end of her loan as an option for further assistance. The same day, we educated our customer on the process for cancelling the VSC. As DriveTime is unable to process this cancellation, our customer must contact Aeverex at ###-###-####, and they will assist her with cancelling the VSC. The pro-rated refund for this optional product will then be applied to the principal balance of our customer’s DriveTime account within 30 days. On May 4, 2015, we contacted our customer regarding the above agreement. Our customer made a payment of $532.08, bringing her account only one payment past due, and per the above agreement, DriveTime made the exception to approve the thermostat, coolant, ignition coil, and tire pressure sensor repairs through Aeverex. We advised our customer to send us the paid receipts for the additional non-covered repairs for which she was still responsible. Upon receiving these receipts, we will defer one payment to the end of our customer’s loan, provided her account is only one payment past due at the time. 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 page one of the Customer Delivery Checklist, under Important Reminder, it is stated:“Our focus of the multi-point inspection is primarily the safety and reliability of your vehicle…Please insure you are comfortable with the condition of the vehicle prior to purchasing.”Additionally, on page one of the Customer Delivery Checklist, under Maintenance Items, it is stated:“…These maintenance items are subject to replacement only upon failure of the component...”At the time of sale, our customer signed and dated the Customer Delivery Checklist. Attached you will the Customer Delivery Checklist for your review.We are unable to alter the payment amount that our customer is contractually responsible for each month. However, if our customer needs additional time to make a payment, she can contact our Customer Service department at ###-###-#### to make payment arrangements on her account.At this time, we are unable to accommodate our customer’s request for DriveTime to cover the costs for the door panel and seat panel repairs needed on the vehicle. We apologize for any confusion or inconvenience this matter may have caused.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. 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,

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.

As I said before nobody is understanding my situation, there is NOTHING I can do with this matter. My hands are tied and it is up to the 3 parties involved to communicate and work this out. I have spoke to the highest people of all 3 parties and they have all told me there is nothing that I  myself can do. THEY have to work this out. I cannot pick up the check and I cannot make the bank  send it to drive time.....they refuse.  They said they CAN and WILL hold the check for up to 3 years until Drive time cooperates. The issuance company cannot stop payment or send another check because they said it has been cashed. So having said all that again please tell me if you are going to do something or do I need to contact a lawyer? I already have one that will take this case I'm just trying to give everyone a chance.  I have very little patience left in this matter as I have already spent several hundred dollars just to fix what needed to be done to drive it. I'm a very unhappy customer and will never recommend this dealership to anyone. Also this car was purchased July 3, 2014 not February 3rd.

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 Drive time keeps saying I had an insufficient fund fee and I did but not because I didn't have the funds. I guess they really didn't read the complaint or listen to any of the calls that I made. So yeah the insufficient fund fee was removed but it shouldn't have even been applied to begin with. I was given poor customer service and treated very rude. The person that called me from Drive Time didn't even listen ro the calls in question.  Horrible Customer service and I will never refer anyone to Drive Time.

Regards,

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On February 26, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2009 Kia Optima....

Attached you will find the Simple Interest Retail Installment Contract for your reference. DriveTime has corrected our system error to reflect our customer’s down payment amount of $800. DriveTime has not reported any negative balance regarding our customer’s account to the credit bureaus at this time. We have made several unsuccessful attempts to contact our customer to discuss her concerns. On April 8, 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. We encourage our customer to contact our Customer Relations department at ###-###-####, to discuss her concerns. As a goodwill gesture, DriveTime has applied $25 to our customer’s principal balance. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customers’ concerns.On August 29, 2014, our customers entered into a Simple Interest Retail Installment Contract when they purchased 2010 Dodge Journey. Included you will find the Simple Interest...

Retail Installment Contract for your reference.Our customers had been working with the customer service department to process a modification on their account. The modification was processed on February 28, 2015. Our customer is now on a monthly payment schedule with the payments due on the first of every month starting March 1, 2015.As a goodwill gesture, DriveTime has credited our customer’s 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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On February 4, 2015, our customer entered into a Return Anytime Lease Contract when he leased a 2004 Jeep Grand Cherokee. Attached you will find the Closed End Motor Vehicle...

Lease contract for your reference. At the time of sale, our customer signed and dated the "Driver’s Seat Vehicle Return Agreement." Additionally, under the section labeled "Vehicle Return Program" states:  "… Having driven it no more than 70 miles; Without damage or having been in an accident; A restocking fee of $200.00; and if the Vehicle is driven more than 70 miles, DriveTime may either refuse to accept the vehicle back or at DriveTime’s election may charge and you will pay $1.00 per mile for each mile the Vehicle was driven over 70 miles…" Attached you will find the Driver’s Seat Vehicle Return Agreement for your review. We have made serval attempts to contact our customer and have been unsuccessful. As a goodwill gesture, DriveTime will be refunding our customer $100 of the restocking fee. A refund check for $100 has been mailed to the address on file. 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

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

On April 11, 2014, our customer contacted Aeverex, the warranty administrator, regarding her transmission fluid needing to be replaced. [redacted] informed our customer that fluid flushs are maintenance items and are not covered under the limited warranty.

On July 1, 2014, our customer contacted [redacted] requesting the transmission fluid be replaced on the vehicle. [redacted] informed our customer that replacing the transmission fluid is a maintenance repair and is not covered under the limited warranty.

Later that day, an in-network repair facility contacted [redacted] recommending the replacement of the electronic control module (ECM). The repair facility was unable to perform the repair and referred our customer to the original equipment manufacturer (OEM) to have it replaced.

On July 2, 2014, the OEM contacted [redacted] recommending the replacement of the neutral safety switch and timing cover gasket. The repairs were denied as non-covered components per the limited warranty agreement.

On July 7, 2014, DriveTime contacted and encouraged our customer to submit paid receipts for out of pocket costs she has incurred due to repairs. Once we receive the receipts, we can review them for possible payment assistance.

At this time, DriveTime encourages our customer to contact us to take advantage of our offer. We can be reached 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,

DriveTime

Customer Relations

March 17, 2014 [redacted]

[redacted] Ph.: [redacted] Fax: [redacted] Re: Complaint # [redacted] Dear [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s...

concerns. On February 15, 2014, our customer entered into a Closed End Motor Vehicle Lease with DriveTime when she leased a 2005 [redacted]. The vehicle came with a Life of Lease Limited Warranty administered by [redacted]. The lease contract and limited warranty agreement are attached for your reference. A timeline of our customer’s repair history is as follows:     On February 17, our customer contacted [redacted] stating the tire pressure monitoring system light was on, her gauges were malfunctioning, and she needed an oil change.  On February 19, the repair facility contacted us recommending the speedometer and oil pressure sender be replaced. The claim was fully approved. At the time the claim was filed, the vehicle had been driven 219 miles.  On February 28, our customer contacted [redacted] stating the tire pressure monitoring system light was on and her vehicle would not reverse. She also stated she needed an oil change.  On March 3, the repair facility contacted us recommending an oil change be performed and the serpentine belt be replaced due to it being cracked. The oil change was approved, however the serpentine belt was denied as a non-covered component per the limited warrant agreement. At the time the claim was filed, the vehicle had been driven 891miles.  On March 4, the repair facility contacted us recommending the tire pressure monitoring system sensors be replaced. The claim was fully approved. At the time the claim was filed, the vehicle had been driven 977 miles.  On March 5, the repair facility contacted us recommending the following maintenance repairs: struts, brake fluid flush, and gear oil change for the rear differential. The claim was denied, as all items are non-covered components per the limited warranty agreement. At the time the claim was filed, the vehicle had been driven 977 miles.  On March 7, the repair facility contacted us stating the tire pressure monitoring system sensor had failed. The claim was fully approved. At the time the claim was filed, the vehicle had been driven 1,257 miles. DriveTime’s Life of Lease Limited Warranty agreement outlines coverage and exclusions. All DriveTime vehicles are thoroughly inspected prior to sale. On March 20, we contacted our customer and offered to cover the serpentine belt as a goodwill gesture. Our customer declined our offer, and disconnected the call. At this time, we are unable to accommodate our customer’s request to approve her current repairs, as they are maintenance items and non-covered components per the limited warranty agreement. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s account. DriveTime thanks the Revdex.com for their support. Should you have any questions or concerns, please contact us by calling us at [redacted]. Sincerely, [redacted] DriveTime Customer Relations

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On July 22, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2004 Ford F150. Our...

customer purchased a 5 year/50,000 mile vehicle service contract, administrated by [redacted].Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference. A timeline of our customer’s repair history is as follows:      On July 23, 2014, a repair facility contacted [redacted] and recommended throttle body, gauges/printed circuit/cluster, PCM/cluster re-flash, and battery repairs. [redacted] approved all of the recommended repairs and the diagnostic fee. On March 2, 2015, we contacted our customer to encourage him to have a diagnostic completed regarding electrical concerns. Once a claim is filed, we will be able to review for possible assistance. We are in contact with our customer and we are working towards an amicable resolution. To date, no new claims have been filed through [redacted]. We encourage our customer to have a diagnostic completed. 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

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns.At the time of purchase our customer signed and reviewed the Customer Delivery Checklist. 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."Additionally, on page one of the "Customer Delivery 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 reviewed the Retail Purchase Agreement. On page one, under subsection Vehicle Return Program, it states:"You will give me the ability to return the Vehicle to DriveTime and rescind this Retail Purchase Agreement so long as I return the Vehicle: 1) To the DriveTime dealership where I purchased it within five calendar days (excluding the date of purchase, Sundays, and days DriveTime is closed for holidays), no later than the close of business on the fifth calendar day."On May 5, 2015, a Goodyear initiated a repair claim with Aeverex. After performing a diagnosis, the repair facility reported repairs needed for rotor resurfacing. Aeverex approved the cost of the diagnosis and the repair for the rotors at a total of $325.95.On May 23, 2015, an original equipment manufacturer (OEM) filed a repair claim with Aeverex. The OEM reported repairs needed for the radio and one tire pressure sensor. Aeverex approved the cost of the diagnostic fee and all reported repairs for a total of $901.15.On June 1, 2015, the OEM updated the claim to include a radio control panel and the other three tire pressure sensors. Aeverex approved the updated repairs for a total of $812.31.On June 3, 2015, DriveTime Customer Relations contacted our customer to address her concerns. We referenced the approval made on June 1, 2015, and asked our customer if she was still experiencing any issues. Our customer explained she was still having issues with the tire pressure sensors. We encouraged our customer to return the vehicle to the OEM to address her concern related to the previous repairs.As of June 18, 2015, no new repair claim has been filed to verify our customer’s mechanical concerns.Our customer’s descriptions of DriveTime’s actions in her correspondence is not reflective of our efforts to work with her and our standard of service and support. We have informed her that in order to review possible options for assistance, we request that she return her vehicle to the OEM to verify her mechanical concerns. Our customer declined proceeding with this process.Without any new information, DriveTime is still unable to accommodate our customer’s request. Once a new claim is filed with Aeverex we can review what options might be available for our customer.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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The respondent made false statements in response to my complaint which makes the company look as if it's agents handled my experience with the utmost professionalism and respect. This is not at all true. The respondent stated that the required documentation I presented failed to meet company standards. This is not true. Myself and my boyfriend were both advised by the General manager that she has the final word regarding verification approval and all documentation was sufficient. She further stated that my boyfriend's revoked license was the only thing hindering us from getting the car. However, when I spoke with a customer service representative for DriveTime I was advised that a valid license for the co- signer should not have been an issue at all as long as valid identification was presented, in which it was at the time of processing the lease paperwork. At this time the agent handling the contract instructed me to add my boyfriend on the insurance as a non- driver to ensure acceptance of the lease application by the GM. I did as I was instructed and DriveTime was faxed verification from the insurance company. The license issues arose days after we applied for the car and was verbally approved.  The GM finally returned my call to resolve my concerns as to why we had not yet received the car. The agent told us when she drove us home that she had to have the car serviced before releasing it to us. We heard nothing from anyone for the entire weekend regardless of my many attempts to contact someone for solid answers. At this point, I have insurance on a vehicle I have yet to possess. The conversation with the GM came the following Monday and during this call, she made concerns about my boyfriend's license known. If we had not been approved or if our documentation and/or income was not sufficient, then why did one of the agents escort us to purchase insurance for the car? Is that company protocol? More so, I did not visit the dealership until after my dad was approved online for financing and the General manger called to schedule an appointment for us to come in and do the paperwork. In our first conversation, the GM did tell me that my dad was approved for financing. I mentioned our low credit scores and was told that was not a major factor. I also made sure to inform her that we only had a thousand dollars for the down payment on the vehicle my dad was approved for ( cobalt). Again, the GM eased my concerns by stating the available down payment was sufficient. This was before we ever visited the company. This company practiced the "bait and switch" tactics in my situation. Not to mention the unfair treatment myself, my dad and my boyfriend experienced while dealing with this company. I never received any gift card, apology or anything else in reference to a resolution of this matter. I do not accept or agree to the statement the company responded with because it is false.

Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity to address the non-customer’s concerns. On March 1, 2014, the non-customer entered into a lawaway agreement with DriveTime allowing her to accumulate a $200.00 down payment to place a hold on a 2007 Audi...

A4.  On March 11, 2014, the non-customer contacted DriveTime and cancelled the layaway agreement. On May 20, 2014, we contacted the non-customer and came to an amicable resolution.  DriveTime has agreed to expedite a refund of the non-customer’s layaway payment. As a goodwill gesture, DriveTime has sent a $25 American Express gift card to the non-customer’s address. 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.The $233 that was applied to my account was a per diem for the car being in the shop from 27 Oct 14 until 7 Nov 14. There is another per diem being applied for the car going back to the shop from 13 Nov 14 until 18 Nov 14. On 14 Nov, before being towed to the shop, the vehicle stopped working and myself and my newborn son was stranded on the side of the road for several hours until the automotive shop, where the car was being repaired, sent a tow truck to pick up the vehicle. That same night I payed for my own carfax report, that should have been provided to me the day I purchased the vehicle, and saw that there was an open safety recall on the SUV back in 2011 that was never fixed.18 Nov I picked up my vehicle from the shop and the check engine light came on again. So I took my vehicle back to the shop for them to put it on the machine and now the steering module has to be replaced. So once again I'm going to be without my vehicle. I want my money back

Regards,[redacted]

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 rejected because I admit I was a couple days over the time allowed to return vehicle and get my down payment back but I thought it would be generous of them to give me my down payment back since I found large and small chunks of glass throughout my car and piled up under back seat.  Also they refused me the car facts when I ask 3 times before getting the car.  I just felt I was played by the company and taken advantage of because I went In alone and I'm a young woman. 

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.I have spoken with Jaclyn regarding the dissatisfaction of the vehicle.  The car has undergone many repairs,  including being in the shop at least 30 days for the month of December alone.  Currently,  in the shop again as of now. So just a $25 credit is simply not justified. The 2 payments that were paid for December,  should be applied to the 2 next payments. It is a absolute inconvenience to have to continue taking the car to the shop. Yes I was given a car fax report.  However,  i was also told by the salesman that it was a fender-bender. I am convinced that the information was untrue. A finder- bender is not a costly repair.  Plus having to pay for my own rental car,  I am a dissatisfied customer. I am still asking for a replacement vehicle. Regards,[redacted]