DriveTime

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 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

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,

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

Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On, September 28, 2011 our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2006 Mazda Mazda3. Attached you will find...

the Simple Interest Retail Installment for your reference.At the time of purchase, our customer signed and reviewed the attached "Important Things You Should Know" document. On page two, under subsection Payments it states:"Your payments are due on the due date. There is no grace period."On January 7, 2015, at thirteen days past due, we called our customer regarding the status of her account. Our customer informed us that she traded the vehicle in about one week prior. Our customer then contacted DriveTime on January 9, 2015, to obtain the ten day payoff quote to complete her trade in.On January 16, 2015, at twenty-two days past due, we contacted our customer to inform her of the possible negative impacts once the account reaches thirty-one days past due.On January 28, 2015, at thirty-four days past due, we contacted our customer and advised her we were still waiting for a payoff check from the dealership she trade the vehicle. Our customer advised us that the dealership had sent the check on January 14, 2015.On February 4, 2015, we received portion of our customer’s payoff, amounting to $8,081.23. At this point, our customer’s account had reached a total of forty-one days past due from payment due date of December 25, 2014.On February 13, 2014, we received a check for the remaining balance of $80.54 to pay off the remaining loan balance.At this time, we are unable to accommodate our customer’s request. DriveTime is required to abide by the Fair Credit Reporting Act (FCRA) for all reporting activity. Adjusting our customer’s credit to remove the late mark would be against FCRA §623 [15 U.S.C. § 1681s- 2] which states:"A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate."We have made several unsuccessful attempts to contact our customer to discuss her concerns. On May 15, 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 mailed a $25.00 American Express gift card to our customer.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,[redacted]DriveTimeCustomer Relations

[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 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 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,

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

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

December 30, 2015

text-align: 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 non-customer’s concerns.
On October 21st, 2015, customer cancelled her layaway agreement. At the time of layaway, the customer used a credit card to place the vehicle on layaway. When a layaway deposit made by credit card is cancelled, the customer is to return to the dealership so the refund may be applied back to the same card.  Our customer had advised the dealership she no longer had that card, therefore, dealership personnel was to have submitted a check request.
Due to unforeseen circumstances, the check request submitted by the dealership was delayed. At this time, the dealership had confirmed the customer’s check in the amount of $75.00 is ready for pick up.
On December 29, 2015, we contacted our customer to address her concerns. She was advised that the check was, in fact, at the dealership ready for pick up and that as a gesture of goodwill, we would be sending a $25.00 gift card to her confirmed mailing address.
At this time, we able to accommodate our customer’s request. We apologized for any 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 800-965-8043.
 
Sincerely,
Corina C.
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 12, 2013, our customer entered into a retail installment contract when she purchased a 2007 Mercedes-Benz C Class. The vehicle came with a 3 year/36,000 mile...

limited warranty, administered by Aeverex. Included, you will find the retail installment contract and the limited warranty agreement for your reference.We are currently in contact with our customer and are working towards an amicable resolution. We agreed to cover the first hour of diagnostics. We will also review the results for any possible assistance.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 ###-###-####.Sincerely, 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.Seems to me that the Revdex.com is only here to help the Business and not take complaints seriously.  The company clearly violated contract laws and my contract even has on their that I stated I would only accept the car after I had a mechanic look at the vehicle. The dealer noted and stated I had 30 days to get it back to have the repairs fixed that were found. They denied such repairs. Their offer was to have me return car, and not refund any money. Furthermore, my account is not and has not been deficient with this company.  I have a pending small claims issue being set for this company for this issue. It would be appropriate for the Revdex.com to actually help a consumer instead of the Business  Attached is paper stating I had 30 days to bring car back with issues found.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.

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,

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 the non-customer’s concerns. On May 8, 2014, the non-customer entered into a layaway agreement with DriveTime allowing her to accumulate a $400.00 down payment to place a hold on a...

vehicle. The non-customer canceled the layaway agreement the following day. At this time, we are able to confirm the non-customer has visited the DriveTime dealership and received his refund of $400.00. As a goodwill gesture, DriveTime has mailed a $25 [redacted] gift card to the non-customer. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to 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

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]

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

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