DriveTime

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. 

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,[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 Cancel Anytime Lease Contract with DriveTime when she leased a 2005 Chevrolet Suburban 1500. The vehicle also came...

with a Life of Lease Warranty, administrated through [redacted]. The Cancel Anytime Lease and the Life of Lease Warranty Agreement are attached for your review. On March 2, 2015, our customer brought her vehicle into a repair facility and a claim was called in for issues related to the heater, radio, and windshield wipers. All the necessary repairs were covered through [redacted]. On March 3, 2015, our customer contacted us requesting a rental while the repairs were being completed. We advised our customer that we could provide a per diem credit to her account since rental assistance does not come with our lease vehicles. The per diem credit for the days the vehicle was at the repair facility posted to our customer’s account on March 17, 2015. On March 16, 2015, the vehicle went back to the repair facility for a sensor, a harness, and intake gasket; all the repairs were covered under the limited warranty. Our customer contacted us about these issues and requested rental assistance. We advised an exception would be made to provide her with rental reimbursement up to $25.99 per day while the repairs were being completed. On March 28, 2015, we contacted our customer to go over her concerns. She advised she was having further issues with her vehicle. We encouraged our customer to take her vehicle back to the repair facility to get these issues diagnosed so we could review options to assist her. We are currently working with our customer towards an amicable resolution. As a goodwill gesture, DriveTime has applied a $25 credit toward our customer’s payments. 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

justify;">January 27, 2016
 
Revdex.com
 
Re: Complaint # [redacted]
 
Ms. [redacted]
 
On January 7, 2015, our customer entered into a Closed End Motor Vehicle Lease with DriveTime when he leased a 2004 GMC Sierra. At time of lease, our customer agreed to make semimonthly payments of $265.61 beginning on January 23, 2015. The Closed End Motor Vehicle Lease is attached for your review.
 
On December 17, 2015, our customer made a payment of $265.61 that was posted to his account.
 
On January 12, 2016, the payment of $265.61 made on December 17, 2015, was voided and reversed on our customer’s account. As a result, our customer’s account became past due because this payment was not able to be applied.
 
On January 21, 2016, we advised our customer that the payment from December 17, 2015 had been voided and reversed on his account causing his account to become delinquent.
 
Later that day, our customer advised he was going to make partial payments until the account was brought to a current status. We advised our customer that he would need to make payments as scheduled or his account would be in default of the Closed End Motor Vehicle Lease. On page 3 of the Closed End Motor Vehicle Lease under the section labeled “Default, Repossession and Other Remedies” it states:
 
“The following are events of default: (a) You fail to pay any periodic payment when due or any other amount you owe under this Lease when we ask for it…If you are in default, after waiting any time the law requires, we may do any of the following...Take (repossess) the Vehicle”
 
On January 22, 2016, our customer contacted DriveTime to discuss payment options on the account. We advised our customer that he would need to make payments of $308.94 over the next three payments to bring the account to a current status.
 
As a good will gesture, DriveTime has applied a $25.00 credit to our customer’s account.
Sincerely,
 
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 June 18, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2011 Chevrolet HHR....

Attached you will find the Simple Interest Retail Installment Contract for your reference. DriveTime does not compete on price, nor do we hide it. We encourage our customers to research all aspects of their purchase. Our customer had the opportunity to sign and review the following documents: Retail Purchase AgreementWhat you need to know about financing a vehicle with DriveTimeSimple Interest Retail Installment ContractIncluded you will find a copy of the above referenced documents for your review. DriveTime’s vehicle pricing is subject to several factors. Included in the total sale price of our customer’s vehicle are the following:DriveTime’s DriveCare Limited WarrantyGPS device providing anti-theft services GAP coveragePage two (2) of the “What You Need to Know about Financing a Vehicle with DriveTime” document, section “Recalls” states:“Used vehicles may be subject to manufacturer recalls to repair, at no cost to you, mechanical or operational problems. Only new car dealers are allowed to dothese repairs. You should confirm with a new car dealer that your vehicle does not require recall repairs.”A copy of the “What You Need to Know about Financing a Vehicle with DriveTime” document is attached for your reference. On March 12, 2015, our customer’s account was 98 days past due for $1,474.70. This past due balanced resulted in default of contract and securing of the vehicle. Our customer called DriveTime and alleged she made an online payment of $800.00 on March 9, 2015. She was advised that nothing was showing in the system and to provide a confirmation number, running bank statement, or a transaction history showing the posted payment. Customer stated she printed the confirmation but that she left it in the car. She was advised she would be able to redeem her vehicle by paying the past due balance, a $300 repossession fee, and the re-key fee for up to $125.00. Our customer claimed that DriveTime stole her vehicle and her personal belongings that were in the vehicle, therefore she will not pay any fees. She was advised she would have to speak with the repossession agency that picked up her vehicle in order to retrieve her belongings.For any personal belongings in the vehicle at the time of recovery, a customer would retrieve them from the recovery agency. Typically, a customer would have 30 days to claim personal belongings and a fee may be required from the agency to obtain them. On March 17, 2015, our customer called DriveTime in regards to paying the fees necessary to redeem her vehicle. We advised that the vehicle was already transported to auction and that separate auction fees may be assessed to redeem. Customer advised that we need locate the $800.00 she had paid. Customer stated she does not have bank statements or receipts for the payment because she utilized her SSI card to make the payment. We advised that we did not see any rejected payments for her account and that a confirmation number would have to be provided.On March 24, 2015, our customer contacted DriveTime and claimed that many of belongings were missing from her vehicle. Customer advised that DriveTime needs to pay for replacements. We advised our customer that she would have to go back to the repossession agency for property disputes.At this time we are unable to accommodate our customer’s request to return all monies paid or replace personal belongings.We are unable to contact our customer to address her concerns due to a full cease and desist she placed on her account. We encourage our customer to contact our Customer Relations department at ###-###-####, to discuss her concerns. 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

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On August 23, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2007 Toyota...

Corolla. Attached you will find the Simple Interest Retail Installment Contract for your reference. DriveTime had temporarily ceased credit reporting to all three major credit bureau agencies. The cease is due to required system enhancements taking place in the manner DriveTime reports to the credit bureaus. These enhancements will allow DriveTime to comply with the Fair Credit Reporting Act. We apologize for any inconvenience to our customer.  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. We have initiated the necessary step for our updated credit systems to begin reporting. The credit updates should reflect on our customer’s credit report within 30-60 days. On March 16, 2015, we advised our customer of our system enhancements. We also informed our customer once reporting resumes, his credit report will reflect accurate pay history from the time of purchase. We sent a credit rating letter to the fax number provided by our customer. At this time, we are unable to accommodate our customer’s request. 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

December 2, 2015

[redacted] RevDex.comPh. (602)

212-2232Fax (602)

263-0997  Re: Complaint # 1[redacted]Ms. H[redacted]Thank you for

bringing this matter to our attention. We appreciate the opportunity to address

our customer’s concerns.We have made several

attempts to contact our customer and address his concerns. Attempts to reach

him have been unsuccessful but will continue in an attempt to reach an amicable

resolution. On December 1, 2015,

we sent a letter via priority overnight shipping to our customer’s address on

file. The purpose of this letter was to inform our customer of our attempts to

reach him. We encourage our customer to contact our Customer Relations

Department at 8[redacted] to discuss his concerns. Without any new

information, DriveTime is still unable to accommodate our customer’s request to

refund him the payments made towards his loan with DriveTime. We apologize for any

confusion or inconvenience this matter may have caused. We encourage him to

contact our Customer Relations Department at [redacted] for further

assistance.   DriveTime thanks the RevDex.coms for their ongoing support. Should you have any questions or

concerns, please contact us by calling us at [redacted] Sincerely, Diana C. 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,[redacted]

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

At this time, DriveTime has fulfilled all obligations under the terms of the limited warranty agreement. We encourage our customer to contact the repair facility for any repairs needed due to the repair facility’s possible negligence. Any repairs needed related to previous work performed by the repair facility are not eligible under the coverage of the limited warranty agreement.

Without any new information, DriveTime is still unable to accommodate our customer’s request. Per our customer’s preference, we will continue to cease communication for a thirty-day period.

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 find that this resolution would be satisfactory to me.  I will wait until after the business  perform this action and will consider this complaint resolved. I want to keep my options available because the business has shown me how capable they are in resending their resolution. 

Regards,

January 7, 2016   Jasmine Hill Revdex.com Ph. (602) 212-2216 Fax (602) 263-0997    Re: Complaint # [redacted]   Dear Ms. Hill,   Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns. Without any new information, DriveTime is still unable to accommodate our customer’s request to get into a different vehicle. On December 22, 2015, we informed our customer that in order to review the claim for his tires, we would need to obtain pictures depicting the condition of the tires needing replacement. Once we receive these pictures from the repair facility we will be able to review for possible assistance. In order for proper assessment of coverage to be made for any new mechanical concerns, a repair facility must perform a diagnostic test to determine what repairs are needed. Once a repair facility files a claim with Aeverex regarding the repairs needed, Aeverex can assess if the repairs are covered under the Vehicle Service Contract. To date there has been no record of any repair facility claims filed with Aeverex for our customer’s oil leak concerns. We encourage our customer to take the vehicle to a repair facility to be diagnosed. Once a repair claim is filed with Aeverex, we can review possible options for assistance. Should you have any questions or concerns, please contact us by calling us at [redacted]   Sincerely,   Natalie H. DriveTime Customer Relations

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

On July 18, 2014, we offered our customer the (3) three payment deferment that was originally requested in addition to another (1) one payment deferment. We credit (1) one payment to her account once her July 17, 2014 payment was made. We set a promise to pay for Friday, July 25, 2014.

On July 28, 2014, we reached out to our customer to let her DriveTime’s one payment credit to her account had posted and we were still waiting on her agreed upon payment. Our customer stated she did not have a payment until the August 2, 2014. We reiterated that her July 17, 2014 payment needed to be made in order for the deferment to go through. We advised her that payment needed to be made by August 2, 2014 otherwise the deferment would expire.

On August 6th and 7th, we attempted to reach our customer. We left voicemails asking her to contact us regarding the account status.

On August 7, 2014, we overnighted a No Contact Letter for her to contact us by Monday, August 11, 2014 to go over what was needed. As of August 12, 2014, we have not received any contact.

As of August 12, 2014, our customer has yet to make the July 17, 2014 payment needed to process the 4 payment deferments and the deferment paperwork has now expired.

In a final attempt to assist our customer with a deferment, (2) two payments are now needed since she has missed the additional payment that was due on August 2, 2014. The payments would need to be made by August 14, 2014 to process the deferments resulting in a new due date of August 17, 2014. If we do not receive the (2) two payment by the above date, we will be unable to further assist our customer with deferments.

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. At this time, DriveTime is still unable to accommodate our customer’s request to waive the $4.50 processing fee when he calls to make a payment over the phone or using the automated system. If our customer feels the lease program no longer works for him, our customer can cancel his lease any time by returning the vehicle to the dealership. By bringing it back, our customer is then eligible to lease or buy a vehicle from us again at any time in the future.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

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-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.At this time, our customer can provide paid receipts for further out-of-pocket repair expenses, and DriveTime is willing to assist with additional payment deferments. DriveTime has made multiple unsuccessful attempts to contact our customer in an effort to reach an amicable resolution. We encourage our customer to contact our Customer Relations department at ###-###-####. Without any new information, we are not able to accommodate to our customer’s request. 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

July 7, 2016

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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 potential customer’s concerns.
On June 20, 2016, our potential customer visited [redacted] and completed a portion of the pre-approval application online. While our customer had not completed the credit application process, enough information was provided to generate a pre-approval. Once the online process is complete, a pre-approval page is sent via email, text, mail, and/or phone. The pre-approval page includes a preliminary offer based on the information our potential customer submits. Our customer’s final approval is subject to our receipt of documentation from the customer, which confirms their identity and the accuracy of the information provided during the pre-approval process. These documents for approval include proof of income, proof of residence, and driver’s license. Our customers are also required to complete a credit application which takes part in the approval.
This information is critical to ensuring our customer’s desired financing is af[redacted]able to them. Our goal is successful financing for our customer. Our customers are provided with an offer of credit for the vehicle of their choice and/or another vehicle we might suggest as being more af[redacted]able for them. This offer is contingent on both the pre-approval documents our customer provides and their current credit rating.
 
(Full response provided to the Revdex.com)

December 22, 2015
Better...

Business Bureau Ph. (602) 212-2232
Fax (602) 263-0997 
Re: Complaint # [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 31, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2008 Nissan Sentra. Our customer agreed to make 127 bi-weekly payments of $167.53 and one final payment of $166.50 beginning on August 17, 2013. Attached you will find the Simple Interest Retail Installment Contract for your reference.
On May 8, 2015, at 77 days past due, DriveTime placed the vehicle out for recovery. At that time, our customers account was in default as explained on page 3 of the Simple Interest Retail Installment under the section labeled “Default”.
“You will be in default if any one of the following occurs…1. You fail to make any payment due under this Contract, including any down payment, in full when such payment is due…Additionally, we may take back (repossess) the Vehicle.”
On May 11, 2015, the vehicle was recovered. At that point in time, our customers credit history was updated to reflect as charge-off involuntary repossession.
At this time, DriveTime has deleted our customer’s trade lines as a good will gesture. This update should reflect on our customer’s credit reporting within 30-60 days. We will be removing these trade lines with Experian, Equifax and TransUnion.
DriveTime has made multiple attempts to contact our customer to reach an amicable resolution. We encourage our customer to contact our customer relations department at 800-965-8043 if she has any additional concerns.
As an additional good-will gesture, DriveTime has sent our customer a $25.00 American Express gift card.
We apologize for any confusion or inconvenience this matter may have caused.
Sincerely,
Customer Relations

when I purchased the vehicle from them it was cause I didn't have the money to buy anywhere else and they help lower income people and say they sell high quality vehicles that go through a lot of different checks to make sure they are good vehicles yet the one they sold me already is broke and they want me to get the vehicle towed to a mechanic which I told them I don't have the money to keep putting into this vehicle and if it's something that's not covered again I would be responsible for it also, if I wanted a vehicle I was gonna constantly put money into I would of bought a cheap fixer upper for $1,000 and not 30k from them for a car that already has messed up on me twice. The whole point is I shouldn't be going through this at all if they sold the quality of vehicles they said they do or if the warranty was as good as they make it sound when they sell that to you, also I shouldn't be skipping my other bill payments and breaking myself to come up with money for a car I just bought.

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

On November 17, 2014, DriveTime exchanged our customer into a comparable vehicle in an effort to resolve our customers concerns. She expressed concerns over the amount of money paid out of pocket for the detailing of the vehicle, totaling $358.35. We agreed to deduct $200.00 from the total cost of the new vehicle and credited the remaining $158.35 to our customer’s account.

At this time, DriveTime is unable to accommodate our customer’s request for an additional credit of $358.35 towards her account as it has been applied already.

 

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

Thank you,

DriveTime Customer Relations

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 May 26, 2016, we spoke with our customer to address his concerns. We informed him that an in-network repair facility would need to complete a diagnosis on the vehicle. We offered to review options of possible assistance once we have the diagnosis completed.   We advised our customer we cannot determine what we will assist with until we have an estimate for the repairs. DriveTime informed him some in-network repair facilities might have tow vendors to transport the vehicle and possibly add the cost to the claim. Our customer would be responsible for arranging the transportation of the vehicle, if need be.   Our customer informed us he paid roughly $600 for prior non-covered repairs. We offered to review for deferments once he sends in the receipts.   At this time, our customer is taking the vehicle to an in-network repair facility to have a diagnosis completed. If the repairs are non-covered under the Vehicle Service Contract, we will review options of possible assistance. We will continue to work with our customer until we reach an amicable resolution.

[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 and if it dosent I will file another complaint .

Regards,[redacted]