DriveTime

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On June 20, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2010 Jeep Patriot. At...

the time of sale, our customer traded in a 2005 Ford Explorer. The trade in amount of the vehicle totaled $1,200.00. Our customer paid a total down payment of $5,359.46 to DriveTime to satisfy his loan agreement with the previous lien holder for the 2005 Ford Explorer.  Due to unforeseen error, there was a delay in DriveTime sending a payoff check for $6,353.24 to Capital One Auto Finance. At this time, the check is showing as cashed on DriveTime’s end. We have made several unsuccessful attempts to contact our customer to discuss his concerns. On August 20, 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 him. We encourage our customer to contact our Customer Relations department at ###-###-####, to discuss his concerns. We apologize forany confusion or inconvenience this matter may have caused. 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,  [redacted]. DriveTime CustomerRelations

October 6, 2015 [redacted]

[redacted] 

 

[redacted] To Whom It May Concern,  Thank you for bringing thismatter to our attention. We appreciate the...

opportunity to address ourcustomer’s concerns. On March19, 2015, our customer entered into a Closed End Motor Vehicle Lease Contractwith DriveTime when she leased a 2007 [redacted]. Included you will findthe Closed End Motor Vehicle Lease Contract for your reference.  On September21, 2015, DriveTime exercised their contractual right to assign the vehicle outfor recovery as our customer’s account reflected as 9 days past due. OnSeptember 23, 2015, the vehicle was recovered. Please refer to page 3 of the ClosedEnd Motor Vehicle Lease Contract, under the section titled “Default,Repossession and Other Remedies”: “Thefollowing are events of default… (c) You fail to pay any periodic payment whendue or any other amount you owe under this Lease when we ask for it….Ifyou are in default, after waiting any time the law requires, we may…(e) Take(repossess) the Vehicle wherever we find it and enter any property where theVehicle may be to do so….”Afterrecovery, we advised our customer that she would be responsible to pay all feesassociated with the recovery within a 48 hour period in order to redeem thevehicle. Thatsame day, our customer attempted to make a payment of $449.79 though a text topay service offered by our third-party vendor. We contacted our customer toadvise her certified funds must be used to redeem the vehicle. DriveTimeinformed her we would cancel the payment on our end and encourage our customerto contact her financial institution to make sure the payment would not beprocessed. OnSeptember 24, 2015, our customer contacted DriveTime in regard to paying therecovery fees to redeem her vehicle. With the fess paid, our customer was ableto reinstate her Closed End Motor Vehicle Lease. OnSeptember 25, 2015, our customer contacted us stating that the funds had notbeen returned to her bank account. We advised our customer to send in a runningbank statement to show that the funds were not returned or pending at the timefor further assistance. OnSeptember 30, 2015, DriveTime determined the funds of $449.79 had not beenreturned to our customer’s bank account, putting her into financial hardship.As a result, we contacted our customer and advised we would be applying $223.97of the $449.79 previously paid to her account to reflect as current. We havesince expedited a check for the remaining amount of $230.32 to our customer’saddress. Weapologize for any confusion or inconvenience this matter may have caused. Asgoodwill gesture, we have credited $25.00 toward our customer’s account. DriveTime thanks the Revdex.comfor their ongoing support. Should you have any questions or concerns, pleasecontact us by calling us at [redacted] Sincerely,  [redacted] DriveTime Customer Relations

August 14, 2015

[redacted] Revdex.com 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 April 13, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2013 Dodge Avenger. Attached you will find the Simple Interest Retail Installment Contract for your reference. At the time of sale, our customer agreed to make 135 semi-monthly payments of $231.97 and 1 final payment of $230.50, beginning May 1, 2015. Our customer set up his automatic draft payments to be pulled from his account on the 2nd and 17th of each month, beginning on May 2, 2015. On July 19, 2015, our customer logged onto MyDriveTime.com and resubmitted his automatic draft payments to be pulled out of a different bank account number. When our customer re-enrolled with a different bank account number, he also set up the automatic draft payments to be pulled on the 1st and 16th of each month. On July 29, 2015, our customer contacted us to set up his automatic draft payments to be pulled on the 2nd and 17th of each month. We informed our customer the customer service department was experiencing high call volume and encouraged our customer to call back the next day to receive assistance in a timelier manner. At this time, our customer has not attempted to contact DriveTime. On August 13, 2015, we spoke to our customer and informed him he has an upcoming payment due on August 16, 2015. We offered to cancel his automatic draft payments, so we may reenroll with his new account and his preferred dates. Our customer informed us he would contact us back after his next payment drafts to set up the correct dates. At this time, we are unable to accommodate our customer’s request to credit his account one month’s payments. 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 800-965-8043. Sincerely, Jacelynn S. DriveTime Customer Relations

January 13, 2016

Revdex.com

Re: Complaint # [redacted]

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 November 20, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2009 Chevrolet Impala. Our customer also purchased a 5 year/50,000 mile Vehicle Service Contract, administrated by Aeverex. Attached you will find the Simple Interest Retail Installment and Vehicle Service Contract for your reference.
On January 4, 2016, an in-network repair facility updated a claim with [redacted] for the repair of a transmission overhaul. [redacted] approved the cost of this repair under the Vehicle Service Contract for a total of $2,674.90. 
On January 7, 2016, DriveTime contacted our customer to reach an amicable resolution. DriveTime approved for our customer to terminate her current Simple Interest Retail Installment Contract and enter into a new Simple Interest Retail Installment Contract because of the difficulties she had been experiencing. In addition, our customer was presented the offer to rescind her Simple Interest Retail Installment Contract and DriveTime would refund her full down payment of $600.00. 
On January 8, 2016, our customer returned the vehicle to a DriveTime dealership to rescind the Simple Interest Retail Installment Contract, at that time:
Our customer agreed to: 
Release the Vehicle to DriveTime possession
DriveTime agreed to:

Rescind the Simple Interest Retail Installment Contract
Delete trade lines from all three credit reporting agencies
Refund full down payment of $600.00 to our customer
We apologize for any inconvenience or confusion this matter may have caused.
Sincerely,

DriveTime Customer 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. I signed the agreement today, 2/17/16, at the Bell Road location. I have not received the $25 gift card mentioned in the agreement as of yet but am assuming that will be mailed once they have processed all the paperwork. Brodie with customer relations has been very pleasant to work with. He went over everything and answered all my questions. He told me that someone would contact me from the Bell Road dealership telling me that the paperwork was ready for me to sign. If they called me they did not leave a message. I ended up calling Brodie back and was told the papers were ready. I appreciate all Brodie has done.

Regards,

March 8, 2016
 
Jasmine Hill
Revdex.com
Ph. (602) 212-2232
Fax (602) 263-0997 
 
Re: Complaint # [redacted]
 
Dear Ms. Hill,
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns.
 
On February 24, 2016, DriveTime came to an amicable resolution by overnighting our customer a check for $1,000.00 to the address provided for the down payment refund.
 
During the contracting process, unforeseen documentation errors occurred with the trade-in vehicle our customer had brought in. Upon further review, we realized the trade-in vehicle did not belong to the parties involved with the deal causing complications with the title. As a result, our customer decided to cease the contracting with DriveTime and requested for the $1,000.00 cash down payment returned. For security purposes, the cash down payment had been dropped into a vault that was not accessible to open because the contracting was taking place after hours.
 
We apologize for any inconvenience or confusion this matter may have caused. Should you have any questions or concerns, please contact us by calling us at 800-965-8043.
 
Sincerely,
 
Justin M.
DriveTime
Customer Relations Department
[redacted]

I decided to not continue business with drive time. I have lost trust in putting money into this company. I have lost more money then I have earned since I have signed up with drive time. This process took more time then it should had  and this caused me a lose of income, time , and trust, I was asked to  fix the damages on the car that was not my fault and  this offer gives drive time more justice then myself. I emailed the corresponder as well as called on their personal number and did not receive a response to a question, which was in relation about the current car I have. I feel like I have been robbed and would like a refund as well as a apology letter. This company has done bad business with me and I am done. If I am unsatisfied with the corresponder I will have to take furthure action to seek justice and earn my time and loses back.

To whom this may concern, I [redacted] have been a faithful customer of Drive Time On June13 2016,the company known as [redacted] contacted me on my payment being late of $13.00. I notified them at that time that I was on auto pay and that because of this I my payments are$ 241.00 instead of $256.00. They later said that they seen my payment plan and apologized for the mix up. On June 28th 2016,I had to contact [redacted] again because the payment that was set up on my auto pay was incorrect. They took out a partial payment,they explained because I was at the 6 month mark of paying my car off that the system kicked me out and that it was my responsibility to sign back up for auto pay. I then asked about the rest of my payment,the operator notified me that she could take care of it over the phone. She did also say that there would be a processing fee; I asked  why I have to pay for the processing fee if it is not my fault for the partial payment. I also stated that my car was in the shop and from what the mechanic told me that I would need a motor. The operator stated that she didn't care if my car was in the shop that I would still have to make my payment. She later went on to say that I wouldn't  be charged for it only to find out that I was charged. I was truly upset because I was low on money left without a car and these people were not communicating with me about my car, except for the payment on my car. That's all they seem to care about not the fact that I had been with them for 2 years or that my payments was on time. Also that nothing major happened to my car before then. That my oil changes were on time and caught up. Or when something did go wrong I was always on the phone trying to figure out what to do about a certain situation.On June 23'd 2016, my car was sounding funny and different I could barely get it to go. I called Averex and explained to them what was going on with my car they asked me to take it to a mechanic. They explained that it could be one of their mechanics or one of mine. The operator explained the difference in the deductable. So I chose one of theirs worse mistake of my life. Anyway my car went to their mechanic. On Monday June 27th 2016, I get a call from the mechanic stating that my motor was gone in my car a 2004 Dodge Durango. I called Averex immediately and told them what the mechanic told me. They informed me that the mechanic has called and they were looking into my vehicle. So from June 23rd 2016 to July 20th 2016 I sat without  a car my job was being threaten and there was nothing I could do about it except call Drive Time and yell and scream at them to get my car. The operator stated she was sorry and I asked not to apologize to me because her job is not in jeopardy and she was still able to get around anytime she liked. I received my car on July 20th 2016. I pa id $312.00 to get my car out of the shop. The car pulled off the lot but that's all it did. Later on that evening I was going to work the temperature light came on and it acted like it didn't want to go. It was too late to call anybody about my car so I waited until the next morning. I was at work I had to do a double thiH day; I called Drive Time to let them know about my car. They asked me to return the car to the mechanic, I told them I don't feel comfortable returning my car to them and if it would be okay if I found someone else they stated that I had to give the mechanic a chance to fix what was wrong then I said I already did. On July 21st 2016 I took myself to Drive Time on Pershall rd to see if they could help me find a solution with my car problem. After being there for about 2 hours the manager finally came out and talked with me only to put me with a sales rep. really why do you have managers. Anyway the sales rep showed me 3 cars none of them I like but I had to choose one. The only thing I could think of in that moment was my daughter and getting her to school so I choose a car and asked if they could opt me lease for lease. Instead of that they gave me a finance loan,(which I did not ask for). I signed the lease because I refused to send that car back to the mechanic and I needed something reliable. I'm not happy about any of this,Drive Time does not care about their customers the only thing they care about is making top dollar off of used cars and people with little or no credit. They don't take responsibility in talking with the customer  to see if they are okay and they don't offer to help until they hear you getting upset. Now I was 5 months  away from paying off my car and now I have a 5 year loan. This is not what I was looking for in Drive Time. Their commercials make you think  they really care. Well that's  not true and I'm asking Drive Time to make this right. They know the mechanics messed up my care if that  wasn't true I wouldn't be here writing you this letter. I'm a working class mother who is trying to keep my head above water, but with snakes like Drive Time how is that possible. I never wanted another  car,I never wanted or needed a loan especially for 5 years and I never wanted to be the one in this situation. Thank you for allowing me to have a voice in this situation.

Business provides the contract I sign under the understanding that I was receiving a vehicle that had been inspected before being sold. However myself and many other customers if drivetime shortly after found out that this was not the case and that the warranty that is included doesn't include much even if the repairs happen shortly after purchase as many other buyers and myself have witnessed. There will be a class action suit to bring this company who have sold many defected cars to innocent buyers. I started with myself but once doing my research and talking to other buyers and class action suit attorneys I found this has occurred several times before to others. who never got behind in their payments. It is absolutely impossible unless your rich to keep up with payments when your constantly repairing a vehicle that you just purchased. The Dealer admits there were issues with the vehicle that were brought to their attention prior to the payments falling behind but failed to compensate the buyer immediately and then wanted payments after the buyer begin to get behind in payments.

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On October 19, 2013, our customer entered into a Closed End Motor Lease contract with DriveTime when she leased a 2005 Ford Explorer. The lease contact is included for your...

reference. We have reached an amicable resolution with our customer. Drivetime has agreed to reimburse our customer $561.60 for repossession and storage fees. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s account. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [redacted] DriveTime Customer Relations

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 apologize for the delay in getting back to you.  I do not agree with DriveTime response.  $25 is not sufficient.  I am waiting for a check in mail from them now, but even that settlement is not right for all that I went through.  My complaint remains, customer service with them is the worst experience ever and again the settlement they are giving me is not what I feel I deserve.

Regards,

I do not accept this respose bbecause tthe company is not living up to their words. They advised me I would have a reliable vehicle. My vehicle is no where near close to reliable. And my car as I stated before has placed me in life threatening situations and I refuse to get back in the vehicle. I also refuse to be left without a reliable car. I gave them my car, which was perfectly fine to be switched out for this car that constantly breaks down. They keep saying warranty this and warranty that but the car is constantly on the shop. The warranty means nothing, this car should hhave been fixedbefore it wwas sold. I am not going to let this faulty vehicle place me or my loved ones in another situation as it has before. Drivetime has shown constantly their disregard for human life and saftey and has not listened to a thing that I have said regarding this vehicle.

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

On July 29, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime, when she purchased a 2004 Jeep...

Liberty. Included you will find the Simple Interest Retail Installment Contract for your reference.

We have attempted to contact our customer to discuss the situation further, but have not been able to reach her.  We encourage our customer to contact DriveTime at ###-###-####, in order to effectively address her concerns. At this time, we are currently unable to work with our customer towards an amicable resolution.

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,

DriveTime 

Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On November 20, 2013, our customer entered into a retail installment contract with DriveTime when he purchased a 2009 Chevrolet Cobalt. Attached you will...

find the Retail Installment Contract Agreement for your reference. We have made several attempts to contact our customer to discuss his concerns, but have been unsuccessful. On October 7, 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 mailed a $25 [redacted] to our customers’ address on file.  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 October 2, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime, when she...

purchased a 2006 Ford Expedition. Included you will find the Simple Interest Retail Installment Contract agreement for your reference. On November 10, 2014, we contacted our customer and came to an amicable resolution. DriveTime has submitted an update to the three (3) major credit  agencies to reflect “Paid/Current.”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 22, 2015 [redacted]Revdex.comPh. [redacted]Fax [redacted]  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 September 6, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2011 Ford Fusion. Attached you will find the Simple Interest Retail Installment Contract for your reference. DriveTime’s Champ Program allows our customers to trade in their vehicles, typically with little to no money down and a possible lower APR. Our customers qualify for this program once their remaining principal balance is at $4,500 or less.At the time of sale, our customer signed a Retail Purchase Agreement, which has been attached for your reference. On page two of the Retail Purchase Agreement, it is stated:“Purchaser acknowledges receipt of a copy of this Agreement. No oral agreement or understandings apply.”On May 18, 2015, we contacted our customer and attempted to address his concerns. We went over the above information and advised our customer of other options he could look into, such as trading the vehicle in at a [redacted] dealership or refinancing his loan with an outside financial institution. While our customer was not fully satisfied with the information we were able to provide, he demonstrated an understanding of the situation.At this time, DriveTime is unable to accommodate our customer’s request to trade in the vehicle for a different DriveTime vehicle. We encourage our customer to contact us at [redacted] with any further questions or concerns that may arise.As a goodwill gesture, DriveTime has credited $25.00 to our customer’s principal balance.DriveTime thanks the Revdex.com for their continued support. If you have any questions, please contact us at [redacted]. Sincerely,[redacted].DriveTime Customer Relations

May 28, 2015
[redacted]
Revdex.com
Ph. [redacted]
Fax [redacted]
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 February 3, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when he leased a 2006 Chevrolet Silverado. All lease vehicles come with a Life of Lease Limited Warranty, administered by Aeverex. Included you will find the Closed End Motor Vehicle Lease Contract and the Life of Lease Limited Warranty Contract for your reference.
At the time of lease, our customer reviewed and signed the Closed End Motor Vehicle Lease Contract. On Page 3, under subsection 11, titled 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… (c) You do not maintain required insurance."
In addition, subsection 11 states:
"If you are in default, after waiting any time the law requires, we may… take (repossess) the Vehicle wherever we find it and enter any property where the vehicle may be to do so."
On April 2, 2015, we sent an email to our customer to advise him we required proof of his active insurance. We activated the buzzer on his vehicle to inform him that his account was in default. Included you will find the email for your reference.
On April 6, 2015, our customer called DriveTime Lease Customer Service. We advised our customer that his account was past due and he was pending repossession due to lack of active insurance. Our customer advised us that he was recently out of work and had just returned back to work. He informed us he would not be able to obtain insurance until Friday April 10, 2015. We advised our customer of his option to return his vehicle to avoid repossession.
On April 7, 2015, our customer called DriveTime’s Lease Customer Service and informed us he would be able to make a payment of $327.84 on April 10, 2015. We set a promise to pay for April 10, 2015 and advised our customer that we required an insurance declaration page in order to avoid repossession.
On April 8, 2015, we received an insurance application via facsimile.
On April 10, 2015, our customer contacted DriveTime’s Lease Customer Service and advised us that he had sent the insurance paperwork and had submitted a payment of $232. Our customer stated he was unable to pay the additional $140.84 in order to keep his promised payment. We informed our customer that we received an insurance application, not the required declaration page, and that his account was still pending repossession.
On April 24, 2015, we recovered our customer’s vehicle due to default. Our customer then called DriveTime’s Lease Customer Service regarding his repossession. We advised our customer that the vehicle was recovered due to no proof of insurance and non-payment. We informed our customer that we required proof of insurance and payment of $677.47 before he could redeem the vehicle. The $677.47 accounted for a past due balance of $377.47 and a recovery fee of $300.
On April 24, 2015, after speaking with our customer, we received the declaration page for our customer’s active liability insurance. Our customer then submitted a payment of $677.47 in order to redeem his vehicle. DriveTime’s Lease Customer Service Department explained to our customer the policies for insurance and payments moving forward.
On May 1, 2015, our customer called DriveTime’s Lease Customer Service. He advised us he would not be able to make his payment due to the previously paid redemption fees. Our customer promised to pay $236.63 on May 5, 2015.
On May 5, 2015, our customer submitted a payment of $236.63.
On May 15, 2015, our customer called DriveTime’s Lease Customer Service. We advised our customer his account was out for repossession and that he was past due by $372.81. Our customer paid $236, his past due amount was now $136.81.
On May 21, 2015, DriveTime’s Customer Relations department researched a possible error in our customer’s payment ledger. There was an issue with the application of our customer’s payment made on May 5, 2015 which caused his account to reflect an inaccurate past due side note of $136.21.
On May 22, 2015, the inaccurate past due amount was removed. Our customer’s account now reflects an accurate past due balance of $0.60.
At this time we are unable to accommodate our customer’s request for a refund. Our customer’s vehicle was rightfully recovered on April 24, 2015 due to default and the error in account standing has been resolved.
We have made several unsuccessful attempts to contact our customer to discuss his concerns. On May 27, 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 him. We encourage our customer to contact our Customer Relations department at 800- 965-8043, to discuss his concerns.
If our customer is experiencing mechanical issues, as mentioned in his correspondence, we encourage him to take the vehicle to a repair facility to be diagnosed. Once a claim is filed with Aeverex, we can determine if the repairs are covered by the Life of Lease Limited Waranty and review non-covered components for possible assistance.
We apologize for any confusion or inconvenience this may have caused. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s account.
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted].
Sincerely,
[redacted].
DriveTime
Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On November 08, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2007 Toyota Camry. Attached you will find...

the Simple Interest Retail Installment Contract for your reference. At the time of sale, our customer agreed to make 140 bi-weekly payments of $219.23 and 1 final payment of 217.99, beginning on November 29, 2014. On May 28, 2015, our customer contacted DriveTime and requested a frequency change on her account. We informed our customer that after she made the payment that was due on May 30, she would be able to call in and request the frequency change. Later that day, a $200 DriveTime loyalty referral credit posted to our customer’s account. On May 29, 2015, our customer contacted DriveTime and requested to cancel her automatic payment due to the $200 referral credit that posted to her account. We informed our customer that automatic payments need to be cancelled 48 hours prior to the due date. We informed our customer the payment would still pull out of her account. We also advised our customer to contact DriveTime after the payment pulls to submit the frequency change on her account. On June 01, 2015, our customer contacted DriveTime and requested we submit for a frequency change on her account. We informed our customer that the frequency change was submitted and needed to be approved prior to sending her the frequency change paperwork to be signed. We informed our customer to follow up in regards to her frequency change request. On June 02, 2015, our customer contacted DriveTime for an update on her frequency change request. We informed our customer that her automatic payment from May 30 returned for non-sufficient funds. We informed our customer she would need to pay the past due balance of $19.23 and the $15.00 non-sufficient funds fee before we can proceed with her frequency change. On June 03, 2015, our customer contacted DriveTime and paid her past due balance and the non-sufficient funds fee. We informed our customer once the payment applies to the account, to call back to proceed with the frequency change. On June 04, 2015, our customer contacted DriveTime to submit for her frequency change. We informed our customer she would need to sign and return the necessary paperwork for the frequency change to process. Later that day, our customer submitted the paperwork to process the frequency change. The paperwork was returned for further review. This was due to the frequency change request being submitted on June 01 and a payment being made towards the account on June 03. The modification document has to be re-created after the payment has posted to the account. On June 12, 2015, our customer contacted DriveTime to discuss her concerns. Our customer informed us she only is paid monthly and is unable to make her scheduled payments until the end of the month. A payment of $219.23 had become due and we informed our customer once she is able to bring her account current, she will be able to submit for a frequency change. On June 25, 2015, our customer contacted DriveTime to inquire why the frequency change has not been completed. We informed our customer it did not process due to a payment that was made on June 03 but after she brings her account current, we could resubmit for the frequency change. Given the issues with completing the modification, at this time, DriveTime is able to complete a monthly frequency change for our customer but will also need to complete a one-payment deferment to bring the account current. Our customer will need to contact the Customer Relations Department at ###-###-#### to accept and authorize the modifications on her account. We have made several unsuccessful attempts to contact our customer to discuss her concerns. On July 16, 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. As a good-will gesture, DriveTime has applied a $25 credit towards our customer’s principal balance. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [redacted]. DriveTime Customer Relations Department

Revdex.comPh. [redacted]Fax [redacted] 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 June 12, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when he leased a 2008 [redacted]. The vehicle came with a life-of-lease Drivers Seat Limited Warranty, administered by [redacted]. Included you will find the Closed End Motor Vehicle Lease Contract and the Drivers Seat Limited Warranty Agreement for your reference.On June 16, 2015, our customer contacted [redacted] with brake and suspension concerns. [redacted] referred him to an in-network repair facility to have the vehicle diagnosed.On June 19, 2015, an in-network repair facility filed a claim with [redacted] for rotor and brake maintenance, tie rod ends, and an alignment. [redacted] approved all repairs and diagnostic fees in full under the terms of the Drivers Seat Limited Warranty.On June 22, 2015, the in-network repair facility filed an additional claim with [redacted] for the left-front lower ball joint. [redacted] denied these repairs, as they were only recommended due to a noise complaint and not due to mechanical failure.On July 31, 2015, our customer contacted [redacted] to report he had additional mechanical concerns. [redacted] referred our customer to an in-network repair facility; however, no claim was ever filed in regard to this matter.On August 17, 2015, our customer contacted DriveTime and advised that the vehicle would not start. We advised our customer per the Drivers Seat Limited Warranty, [redacted] offers up to $100.00 in tow reimbursement. Our customer inquired about getting into a new lease vehicle. We advised him before we could review his account for any possible exceptions we must first have a claim on file with [redacted].The same day, our customer contacted [redacted] about his no-start issue. [redacted] referred our customer to an in-network repair facility; however, no claim was filed regarding this matter.On August 25, 2015, our customer contacted DriveTime and advised he wished for DriveTime to recover the vehicle due to mechanical issues. DriveTime advised our customer he could cancel his lease contract at any time by returning the vehicle to the DriveTime dealership, but we do not recover vehicles when customers choose to end their lease contracts. We encouraged our customer to return the vehicle to a DriveTime dealership in order to cancel his lease.On August 29, 2015, we contacted our customer and addressed his concerns. We advised our customer we were able to offer two options: we could transport the vehicle to an in-network repair facility, or, per his contract, we could recover the vehicle and cancel his lease agreement. Our customer elected to have DriveTime recover the vehicle, as he wished to cancel his lease contract. Our customer was pleased with this resolution and advised he would return to the dealership to complete the cancelation process.We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, DriveTime has mailed a $25.00 [redacted] gift card to our customer’s address on file.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 November 5, 2014, our customer purchased a Collateral Physical Damage Certificate of Insurance through [redacted] (“[redacted]”). The coverage period for the insurance was from November 5, 2014 until November 19, 2014. To extend coverage, the customer was required to continue to make payments to [redacted]. Our customer made no additional payments to [redacted] after the original coverage period. On May 21, 2015, our customer inquired as to why he was not notified of his insurance lapse. Our customer indicated that he believed the insurance was included in his loan payment. The retail contract and certificate of insurance provide confirmation that the insurance is separate and is not included in the loan payment. The insurance payments are setup on the same payment frequency as our customer’s car payments as a convenience for our customers, however, the payments due are made separately. The customer is responsible for maintaining their own insurance. On May 27, 2015, we confirmed with the dealership their understanding that our customers’ insurance is not included in the payment and that they are properly representing this information to our customers. DriveTime advised our customer that we will need to inspect the vehicle for the amount of damages. DriveTime’s Total Loss Department confirmed that after the appraisal, the Gap Addendum would apply to the vehicle if it is deemed a total loss. The GAP coverage will cover the difference between the remaining balance on his loan and the fair market value of his vehicle.At this time, DriveTime has been unable to obtain the vehicle for inspection of collision damage. Without any new information, DriveTime is still unable to accommodate our customer’s request.We apologize for any confusion or inconvenience this matter may have caused. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely, [redacted] DriveTime Customer Relations