DriveTime

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On July 13, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2007 Dodge...

Nitro. Attached you will find the Simple Interest Retail Installment for your reference.   When our customer purchased the vehicle, DriveTime was not yet offering GAP coverage on our vehicles. However, we do have other programs to assist our customers in the case of a total-loss accident.DriveTime’s Insurance Loss Program allows our customers to enter in to a new loan and have the balance on the totaled loan waived and reported as paid in full. To qualify for this program our customer must meet the following criteria:The vehicle must be declared a total loss by their insurance companyOur customer must have completed and returned all necessary insurance paperwork.Our customer’s insurance company must have remitted physical damage payment.Pay the Insurance Loss Program deductible of $500Our customer’s totaled loan must be current up to the date of lossHave full coverage insurance (comprehensive and collision coverage)at the time of the lossOur customer must qualify for a new loan (down payment for new loan is determined by the vehicle selected). Our customer had declined participation in the Insurance Loss Program.A timeline of our customer’s Total Loss history is as follows:On December 31, 2014, DriveTime received notice of our customer’s Total Loss claim. Our customer contacted DriveTime, and was informed of our Insurance Loss Protection option.On January 26, 2015, DriveTime received the insurance check for the Total Loss incident.On January 27, 2015, DriveTime mailed a letter to our customer, in which we had offered to work with him to resolve the remaining balance still owed on the loan. Attached you will find the Insurance and Deficiency Balance Letter for your reference.   On April 10, 2015, our customer contacted DriveTime in regards to his account. DriveTime informed him of the amount due on his account. Our representative also advised our customer of the Insurance Loss Protection option, which our customer was informed he has until June 2015 to take advantage of this option.  On April 17, 2015, DriveTime contacted our customer and came to an amicable resolution. DriveTime has offered the following:Waive deficiency balance of $6,418.73Delete trade line from all three (3) major Credit Bureau reporting agencies In exchange, Customer agrees to:Remit payment to DriveTime via certified funds in the amount of $1,925.61 Our customer has accepted this settlement offer. To satisfy the settlement, our customer will be required to sign a Full Settlement and Release of Claims before June 21, 2015. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [redacted].DriveTimeCustomer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On February 6, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a 2009 Toyota Camry. Included you will find the...

Closed End Motor vehicle Lease Contract for your reference. On April 20, 2015, our customer’s vehicle was recovered due to non-insurance. Later that day, our customer was informed after further review, her vehicle was wrongfully recovered. DriveTime has waived all recovery fees associated with the repossession and has paid to have our customer’s vehicle transported back to her. On April 21, 2015, we informed our customer that as a goodwill gesture, we have applied a credit to her account of one car payment for $252.60. Our customer informed us she is satisfied with the provided resolution. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [redacted] DriveTime Customer Relations

May 5, 2015 Lyndsey Mullens Revdex.com Ph. ###-###-#### Fax ###-###-####Re: Complaint # [redacted] Dear Ms. Mullens, Thank you for bringing this matter to our attention. We appreciate the opportunity to address our non-customer’s concerns....

On April 29, 2015, we contacted our non-customer to advise her that we were unable to determine how her information was tied to a DriveTime account. We faxed a request to delete the DriveTime account trade lines regarding our non-customer to all three major credit bureaus.  Later that day, we contacted our non-customer and informed her of the actions we took to correct the error. We faxed our non-customer a Deletion Letter to provide to potential creditors and advised her to keep a copy for her records. Attached is the Deletion Letter for your reference. As a goodwill gesture, DriveTime has mailed a $25.00 American Express gift card to the address provided. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [redacted] DriveTime Customer Relations

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

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,

I have read Drivetimes response. I have picked up my check but in their letter they stated they sent a 50.00 card when it was actually 25.00. I just want that to be known that the amount is incorrect in their response.
 
Thanks

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 timeline that they provided is inaccurate and does not reflect the run around and numerous attempts to "humor me" and waste time till all my warranties and options were up. I repeatedly took their word that they were willing to help me and with every leap was disappointed and turned away with no resolution till finally I striked back and here we are. 

Regards,

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

On November 15, the repair facility recommended to repair or replace the body control module, rear tail lamp, and engine. Aeverex fully approved the claim under the 30 day/1,500 mile limited warranty.

On November 19, we extended the 5-day vehicle return program. The 5-day vehicle return program allows our customers to return their vehicle to the dealership for a refund; exclusions and terms apply.

On December 2, we spoke to our customer and offered him the opportunity to return the vehicle and get into a new vehicle, our customer declined this offer.

On December 9, we offered to reimburse our customer $189 for towing. Our customer informed us he paid $264 for towing. We advised him to contact Aeverex about possible reimbursement for the difference.

On December 20, we made an exception and approved the oil cooler replacement.

On March 24, 2014, the repair facility contacted Aeverex and recommended replacing the differential bushing and sub frame bushing. The repairs were denied as non-covered components per the service contract.

On March 25 and 28, our customer contacted us asking to return the vehicle due to repairs not being covered by the service contract. Our customer stated the current repairs were identified within the first 30 days. We informed our customer these repairs were not identified within the first 30 days. We advised our customer to submit repair receipts to be reviewed for possible payment assistance. To date, we have not received repair receipts.

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 address our customers’ concerns. On March 31, 2014, our customers entered into a retail installment contract when they purchased a 2006 Kia Spectra. Our customers purchased a 3 year/36,000 mile vehicle...

service contract administered by Aeverex. Included you will find the Simple Interest Retail Installment Contract, DriveCare Limited Warranty agreement, and the Aeverex Protection Plan for your reference.On April 15, 2014, our customers contacted Aeverex stating they were having issues with the transmission. Aeverex advised our customer to locate an Automotive Service Excellence (ASE) certified repair facility, because the closest in-network repair facility was over 30 miles away.On May 1, 2014, our customers contacted Aeverex informing them they could not find an ASE certified repair facility.  Aeverex made an exception to extend the 30 day/1,500 mile coverage, listed in the DriveCare Limited Warranty agreement, until the next day.On May 2, 2014, our customers contacted Aeverex, inquiring about obtaining a rental vehicle and towing assistance.  Aeverex advised our customers they would reimburse up to $25.99 per day for a rental vehicle, and reimburse up to $75 for a tow. On May 2, 2014, the repair facility contacted Aeverex recommending our customer take her vehicle to the Original Equipment Manufacturer (OEM) to have the vehicles issues diagnosed.On May 5, 2014, the (OEM) contacted Aeverex recommending the replacement and programming of a transmission control module. The claim was fully approved per the service contract. Aeverex waived our customers’ deductible as a goodwill exception.On May 7, 2014, Aeverex approved a $75.00 towing reimbursement for our customers.On May 8, 2014, our customers contacted Aeverex stating the (OEM) had found new issues with the vehicle.  To date, no new claims have been filed by the repair facility.On May 10, 2014, Aeverex reimbursed our customer $51.98 for two days of rental vehicle.On May 13, 2014, we spoke with our customers and informed them we were unable to accommodate their request to exchange into another vehicle.  We encouraged our customers to have the vehicle diagnosed for the current repair issues.  We informed them once the vehicle has been diagnosed, we can review our options for possible assistance.As a goodwill gesture, DriveTime has applied a $25 credit to our customer’s principal balance.                      DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted]. Sincerely, [redacted]DriveTimeCustomer 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 address our customer’s concerns. On August 27, 2014, our customer entered into a Simple Interest Retail Installment Contract when he purchased a 2007 Ford Focus.  Included you will find the Retail...

Installment Contract for your reference.We have made several unsuccessful attempts to contact our customer to discuss his concerns. On November 19, 2014, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform our customer of our attempts to reach out to him. We encourage our customer to contact our Customer Relations department at ###-###-#### to discuss his concerns.As a goodwill gesture, DriveTime has applied a $25 credit to our 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,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 November 10, 2014, our customer entered into a Cancel Anytime Lease Contract when she leased a 2005 Ford F150. The vehicle came...

with a Life of Lease Warranty, administered by Aeverex. Included you will find the Cancel Anytime Lease Contract and the Life of Lease Warranty for your reference. On December 3, 2014, our customer contacted DriveTime in regards to the transmission repair. Our customer was advised that we could provide a per diem credit for the days her vehicle would be in the shop for this repair. We also advised a reimbursement for tow could be arranged as well. These were both exceptions made for our customer due to the short time being in the vehicle.
On December 9, 2014, we called the repair facility to see when the vehicle would be ready for pickup and how long the vehicle has been in their possession. They advised the vehicle would be ready on December 10 and has been there since December 3.
On December 10, 2014, we contacted our customer to go over her [redacted] complaint. We advised we are in the process of crediting her account for the 7 days the vehicle was in the shop. We informed her that the credit will go towards her past due balance. Our customer inquired as to why her the first payment did not post to the account for she made the payment through our payment vendor. We asked our customer to send in her receipt for the payment that did not post. We also advised our customer to send in her cab fare receipts for possible reimbursement.
At this time, we are waiting on the receipts from our customer to come to an amicable resolution.
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

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

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

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

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,

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. A customer’s approval for financing is subject to our receipt of documentation from our customer. The documents may include a proof of income, proof of residence, and a driver’s license. This allows us to confirm the identity of our customer and the accuracy of the information provided to us. At the point of sale, our customer provided the attached proof of income for her current employment. Prior to purchasing the 2007 GMC Envoy SLE 4DR SUV, our customer was presented with a Buy Option Summary. Our customer signed and reviewed the attached Buy Option Summary prior to purchasing the vehicle acknowledging the estimate financed terms.   At the time of purchase, our customer signed and reviewed the following attached documents:Simple Interest Retail Installment Contract Retail Purchase Agreement What you need to know about financing a vehicle with DriveTime Customer Payment Schedule By signing the above mention documents, our customer acknowledge and agreed to pay back the total sale price of the vehicle.  On December 11, 2014, our customer voluntarily returned the vehicle to DriveTime.  On January 2, 2015, the proceeds of $4,807.00 were credited to our customer’s account when the vehicle was sold at auction.  On January 22, 2015, an audit was completed on random accounts where it was found the auction check was applied to our customer’s account twice. The duplicate application of the auction check was removed. Therefore, our customer’s current payoff is $10,990.96, for the remaining principal balance and interest:  Principal: $10,260.80 Interest: $ 730.16 At this time, we are unable to accommodate our customer’s request to refund monies paid and delete the trade line from her credit report. However, we are offering the following resolution: DriveTime agrees to:  Waive deficiency balance of $10,260.80 Delete trade line from all three (3) major Credit Bureau reporting agenciesIn exchange, Customer agrees to: Remit payment to DriveTime via certified funds in the amount of $2,750.24  Our customer will be required to sign a Full Settlement and Release of Claims if she decides totake advantage of this offer. This settlement offer is good until April 30, 2015.  DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.  Sincerely, DriveTime Customer Relations

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

On April 03, 2015 our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2013 Ford Fusion. All DriveTime vehicles come with a 30 Day/1,500 mile Limited Warranty. Our customer also opted to purchase a 60 month/50,000 mile Vehicle Service Contract, administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract, Limited Warranty and Vehicle Service Contract for your reference. DriveTime offers a Vehicle Return Program, which gives our customers the ability to return the vehicle to DriveTime and terminate their Simple Interest Retail Installment Contract. To participate in the vehicle return program, our customer must return the vehicle to the dealership within five calendar days. Attached is the Retail Purchase Agreement for your review. 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 the time of sale, our customer signed and dated the Customer Delivery Checklist. Attached you will find the Customer Delivery Checklist for your review. 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 purchase, our customer signed and reviewed both the Limited Warranty and Vehicle Service Contract. Please refer to page two (2) of the Limited Warranty Contract, which states, under subtitle "Coverage: 30 Day / 1,500 Mile Limited Warranty:" "Covered Parts – Repairs on all assemblies and parts are covered on Your Vehicle under the 30 Day/1,500 Mile Limited Warranty except the following items or conditions are excluded and not covered…" Additionally, on page three (3) of the Vehicle Service Contract, under subtitle "Exclusions- What this Vehicle Service Contract Does not Cover:" "All parts not specifically listed as Covered Parts are not covered under this contract..." Our customer’s repair history is as follows: ? On April 06, 2015, an in-network repair facility contacted Aeverex and recommended an oil change. Aeverex approved the engine diagnostic and the oil change under the 30 day/1,500 mile Limited Warranty. On June 16, 2015, we contacted our customer to discuss her concerns. We informed our customer of the differences between the Limited Warranty Contract and the Vehicle Service Contract. We advised our customer, as a one-time exception, we would waive the diagnostic fee so she could bring her vehicle to a repair facility to address her current concerns. Our customer accepted this offer. As a good-will gesture, DriveTime has applied a $25 credit to our customer’s principal balance. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [redacted] DriveTime Customer Relations

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

Re: Complaint # [redacted] Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concernsOn August 16, 2014, our customer entered into a Simple Interest Retail Installment Contract with...

DriveTime when she purchased a 2007 Lexus IS 250. Our customer also opted to purchase a 5 year/50,000 mile Vehicle Service Contract administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference.On September 6, 2014, our customer contacted Aeverex expressing concerns with the headlights of her vehicle. Aeverex advised her to take the vehicle to an in-network repair facility to be diagnosed.On that same day, an in-network repair facility called a claim into Aeverex that the headlight bulb needed to be repaired. Aeverex approved the cost of the diagnostic fee of $50.00. The customer was responsible for the cost of the repair for headlight, which is a non-covered component under the Vehicle Service Contract.On October 1, 2014, our customer contacted Aeverex in regards to the vehicle experiencing difficulties starting. Aeverex advised our customer she may take the vehicle to an out-of-network repair facility.On October 2, 2014, an out-of-network repair facility updated a claim with Aeverex for the repairs of the alternator and headlight module. Aeverex approved the repairs of these components under the Vehicle Service Contract for a total of $ 1,824.56.On April 22, 2015. Our customer contacted DriveTime stating that she was experiencing issues with her bumper and was advised by a mechanic that the vehicle was previously involved in an accident. At time of sale, our customer was provided with an Experian Auto Check Report that did not show the vehicle had been involved in an accident. Attached you will find a copy of this report. DriveTime advised our customer that an estimate for the damages would have to be called into Aeverex. Once estimates are received, they can be reviewed for possible assistance.On July 30, 2015, an out-of-network repair facility called a claim into Aeverex for front bumper damage to the vehicle. Aeverex advised the repair facility that body work and cosmetic damage are not covered under the vehicle service contract.On July 31, 2015, an in-network repair facility updated a claim with Aeverex for a tire replacement, catalytic converter, fuel system diagnosis and O2 Sensor. These repairs are non-covered components under the Vehicle Service Contract and the estimate were sent to DriveTime for review.On August 5, 2015, DriveTime made an exception to assist with the repair of the O2 sensor for a total of $238.72. We advised our customer that DriveTime would not make an exception to cover the cost of the remaining repairs. We also advised our customer that we will not be assisting with the cosmetic damage on the vehicle. Our customer was offered assistance in the form of payment deferments on the account once provided receipts for out-of-pocket expenses.On August 14, 2015, an in-network repair facility updated a claim with Aeverex for a catalytic converter and O2 sensor. This claim was sent to DriveTime to be reviewed for exceptions.On August 17, 2015, DriveTime advised our customer we would not be able to assist with the repair of the non-covered components. We advised our customer that due to miles driven of 18,783 since time of sale, these items would be the responsibility of the customer.At this time, we are unable to accommodate our customer’s request to refund her down payment, payments made into vehicle, and reimbursement for repairs paid for out-of-pocket. We encourage our customer to provide receipts for out-of-pocket expenses so DriveTime can provide our customer with assistance of payment deferments.  As a goodwill gesture, DriveTime has applied a $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, [redacted].DriveTime Customer Relations