DriveTime

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

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

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and 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,

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.

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

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

To clarify our customer’s concern in regards to being in default, the payment our customer made on September 12, 2014 did not process until September 13. At the time of payment, the account was behind (6) six days and then processed on day (7) seven. There is no grace period for payments on leased vehicles we can repossess them at any time after the due date.

Please refer to page 3 of the Cancel Anytime Lease, section 11, "Default, Repossession, and Other Remedies":

"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 you for it… If you are in default, after waiting any time the law requires, we may do any of the following:… (e)) Take (repossess) the Vehicle wherever we find it and enter any property where the Vehicle may be to do so…"

We have not been in possession of the vehicle since September 25 and are unable to retrieve any belongings out of the vehicle because we sold it at auction on October 30. Once again, we apologize for any inconvenience or confusion this might have caused.

DriveTime thanks Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted]- [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 December 15, 2012, our customer entered into a Simple Interest Retail Installment contract with DriveTime when she purchased a 2007 Pontiac G5. Our customer elected to...

purchase a 3 year/36,000 mile limited warranty. Attached you will find the Simple Interest Retail Installment and Limited Warranty Agreement for your reference. On November 13, 2014, we contacted our customer and attempted to come to an amicable resolution. We offered to cover the first hour of diagnostic and reimburse for a tow up to $75.00. We also requested our customer submit repair receipts showing how many times she has taken the vehicle to a repair facility since the last claim on filed in July of 2013. Our customer has declined our offer to review for possible assistance and stated she would be getting an attorney. At this time, we are unable to accommodate our customer’s request to repair the vehicle or assist with trading the vehicle. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principal balance. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations

[redacted]  [redacted]

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,

On June 17, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime...

when she purchased a 2010 Kia Optima. 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 7, 2015, DriveTime provided our customer a two payment deferment because of financial hardship she was experiencing. As a result, two payments were deferred to the back end of our customer’s loan.

On June 3, 2015, DriveTime provided our customer with another two payment deferment for out-of-pocket expenses she had incurred for repairs on the vehicle. As a result, two payments were deferred to the back end of our customer’s loan.

On January 18, 2016, our customer contacted DriveTime in regard to a payment deferment on the account because of hardship she was experiencing. DriveTime advised our customer that her account did not qualify for payment deferments at this time. DriveTime advised our customer additional payments would need to be made to her account before she would qualify as previously discussed.

At this time, DriveTime has internally reviewed the call from January 18, 2016 and have concluded that our customer’s allegation are inconsistent with our findings.

At this time, we encourage our customer to remain in contact with our loan advisor’s to set payment arrangements on the account. When our customer’s account qualifies for a payment deferment, DriveTime will be able to assist our customer with a payment deferment.

As a good-will gesture, DriveTime applied a $25.00 credit to our customer’s principal balance.

Sincerely,

DriveTime Customer Relations
Tell us why here...

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 April 23, 2015, our customer entered into a Closed End Motor Vehicle...

Lease Contract with DriveTime when she 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.All DriveTime vehicles are thoroughly inspected at our DriveTime inspection centers prior to sale. We inspect every vehicle for signs of damage. At the time of sale, our customer signed and dated the attached Vehicle Delivery Checklist. Under “Important Reminder,” the Vehicle Delivery Checklist states:“Our focus in the multi-point inspection is primarily the safety and reliability of your vehicle. You are leasing a pre-owned vehicle. While the interior, exterior, and paint conditions of this vehicle meet DriveTime standards, any pre-owned vehicle may have minor cosmetic issues. We do not make cosmetic repairs. We also do not repair after lease damage such as body, glass, or road hazard damage. Please ensure you are comfortable with the condition of the vehicle prior to leasing.”Under “Maintenance Items,” it is stated:“Items including, but not limited to, spark plugs/wires, routine fluid replacement flushes, accessory belts, hoses, struts/shocks, and filters are examined as part of the multi-point inspection. These maintenance items are subject to replacement only upon failure of the component. During the lease these routine maintenance items are the responsibility of the vehicle lessee. DriveTime recommends following the manufacturer maintenance schedule for your specific vehicle.”On April 30, 2015, our customer contacted DriveTime and advised that the transmission fluid in the vehicle needed to be flushed. DriveTime advised our customer to contact [redacted] to start a claim for this issue and begin the process for diagnosis. On May 1, 2015, our customer contacted DriveTime and advised she wished for DriveTime to make an exception to cover a transmission flush. We advised our customer that in order to review her account for any exceptions, she must first have a claim filed with [redacted]. No claim was ever filed in regard to this matter. On July 13, 2015, our customer contacted DriveTime to discuss her mechanical concerns. Our customer advised she was having additional issues with the vehicle and wanted DriveTime to exchange her into a new lease vehicle. We advised our customer that was not an option at the time. We once again advised her we could not review options to assist without a claim on file. The same day, our customer contacted [redacted] about a transmission flush and issues with the hubcaps and alarm on the vehicle; however, no claim was ever filed in regard to these concerns. On September 1, 2015, we contacted our customer and began working toward an amicable resolution. We advised our customer we would make an exception to approve the diagnostic fee at an in-network repair facility once a claim was filed with [redacted]. We advised our customer once the estimate was complete, we would review her claim for possible further assistance. Our customer elected to accept our assistance and agreed to take the vehicle to an in-network repair facility. We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, we have credited $25.00 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 800-965-8043. Sincerely, [redacted]DriveTimeCustomer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On March 18, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2013 Chevrolet Impala. Attached you will find...

the Simple Interest Retail Installment for your reference. DriveTime offers a Vehicle Return Program, which gives our customer the ability to return the vehicle to DriveTime and terminate his 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. Our customer utilized the Vehicle Return Program and returned his vehicle on March 21, 2015. On April 27, 2015, our customer informed us he has received the full down payment refund of $1,468 back onto his credit card. We apologize for any confusion or inconvenience the delay of refund has caused to our customer. As a goodwill gesture, DriveTime has sent our customer a $25.00 gift card to the address our customer 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

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.Not sure how much room I have to respond so will attempt to make as brief as I can stating all facts:  There are 2 visits to [redacted], the first being the VERY FIRST VISIT that I made to [redacted] which was a little over a week after purchase, still in February as I stated previously....that was when they stated immediately I had to leave the car and spent the whole entire day on the phone, according to them, to try and reach Averex which they couldn't, due to serious storm hitting Midwest; AVerexx later admitted and apologized for the problems with the phones.........so I guess that attempt just gets forgotten since it was due to Natural Causes; the next visit that isn't documented in response is the THIRD visit which came AFTER the 2nd visit which was replacement of hoses only, as far as I was told; the third visit was [redacted] spending the whole day on the phone to reach WARRANTY people, as [redacted] said I have a WARRANTY problem also; by 5pm when I reached [redacted], [redacted]-service manager said he FINALLY reached someone with Warranty (this is between 3:00 in the afternoon when I talked to him and 5:00 p.m.).  At that time, he informed me that Warranty company/AVerexx approved replacement of the part which he had to order and is being shipped to shop from Hyundai dealership "up the street"......only wont have it until Thursday or Friday....this was on a Tuesday........I opted to bring back  on Friday which was the 13th.......at 7:30 which was 4th dropoff; the 13th at 4:30 was 5th drop off because I had car in possession for an hour and "check engine" light came back on.......March 31st occurrence is 75% incorrect: I called Drivetime first to inform that as of last night, car began jerking, slowing down/speeding up again and needed to be taken for repair...I advised Service Manager that I really want to bring car back because is problem...the Service Manager was in complete agreement with me and she had expressed on a previous visit commending me for not "going completely off" before now.....the SERVICE MANAGER SUGGESTED THAT I BRING CAR BACK THAT NIGHT, I didn't plan to bring back that night, as soon as I arrived and walked in the door , she asked for my keys and went and took mileage off vehicle, then she came back inside told me to have a seat while she attempts to make phone calls. I was seated at least 45 minutes to an hour and she called me to phone where she said she had "[redacted]" from Client relations on the phone, when I got on the phone with [redacted], he didn't advise me/remind me of the type of lease I had, he was advising me that Drivetime "just wants another diagnostic, you can take to any one, can be out of network and Drivetime will pick up the cost, he mentioned that he doesn't see all the visits I claim Ive made (because they aren't counting the visits that [redacted] claims they spent all day trying to reach someone) and they need another diagnostic, I argued that it wasn't my job to do at this point, the number of visits I have made to service center are too many. He also asked me "why did you come into branch"........apparently now trying to downplay that one of their representatives suggested that I should come in TO EXCHANGE VEHICLE....I told him that he commented "you would lose your new car deposit" which I knew was a lie and I stated it to him........while I repeated this the Drivetime personnel in the office shook their head in agreement with what I was saying....so bottom line is they weren't going to do what Bonnie said they would. She was very apologetic to me when I got off the phone and said she didn't expect it to go that way.......I drove the car 3 more days until I could commit a full day to handling this matter again.............that was good Friday, April 3, , when I went to RECOMMENDED SERICE PROVIDER [redacted] (transmission specialist) by 8:00 AM. The service manager there knew who I was when I walked in as I had email him  the day before and said to me:  I DONT KNOW IF YOU NOTICE WHEN YOU DROVE IN (As there were at least 30 cars piled up in front yard) BUT I WOULDNT EVEN BE ABLE TO LOOK AT CAR UNTIL POSSIBLY .........TUESDAY SO YOU CAN LEAVE IT.....popular phrase with Drivetime and AVerexx, I still don't understand what the hell sense that makes for someone who needs a car and a company that claims to sell quality cars and do quality service.........anyway, I couldn't leave car for 5 days so drove back to Drive time Branch where I dealt with Thomas until Bonnie came in; Thomas made calls to Client Services who again, "just wanted me to go anywhere and get another diagnostic, will pay for......"...I was there for 2 hours until Thomas told me this.........so let me tell you how that went down because according to Thomas, no one was paying for any repairs, all I had to do was go anywhere and get a diagnostic, "that was all", have them fax it to Drive time and come back here with car.....I went a block down the street to [redacted] and pleaded with manager to run diagnostic "that was all".....he fit me in because that's all he thought it was................2 hours later when he was on the phone to Averexx for 4-5 minutes, explaining to him results of diagnostic, Averexx flatly REFUSED to pay for diagnostic and the manager, upset now, repeated it immediately to me since I was standing there. So I find it curious that its stated in Drivetimes response that there was an APPROVAL for repair.............that probably came after Averexx heard me in the background yelling on my phone to Thomas, at Drivetime, accusing him and Averexx of being liars and scam artists...................there were no repairs done because no one asked me to get repairs done as I wasn't leaving a car to get repairs done and this was understood so as I said...............Drivetime and Averexx are scam artists.....my account was heavily documented that Averexx was paying for diagnostic and they flately refused initially.................so I drove back to Drivetime with diagnostic as Thomas told me to and they did nothing..............had me waiting in lobby all day claiming that they were waiting for phone calls..............I should also add that when they did tell [redacted] they were going to pay for diagnostic, they also told him will take 2 hours to send payment, so I stayed and waited the 2 hours to make sure he was going to get paid......................he finally instructed me that I could leave at 3:30 although he STILL hadn't been sent payment for the diagnostic............I went back to Drivetime Branch and waited in lobby for another hour and a half and no one ever came back and said what they were going to do. which was the plan, I finally left at 5:00 because I had a nighttime job to be at......................Kassandra with Client relations called me around 6:30 my time to plead with me that I should have left car for repair...............when she finally took it serious that I wasn't/couldn't do that she then said if I take to shop, will then pro-rate number of days I will have to get a rental.......................I said ok to dismiss her off the phone but don't have $350 to put down for rental, insurance, etc............never received any Gift card, but on 31st, when I was at Drivetime Branch and after talking to [redacted]...........Bonnie reminded me that I can return car at anytime and get $50 gift card...........Drivetime Client relations is full of all kind of stories, in meantime, I drove car 25 days more with same jerking, slowing down/speeding up problem.....they don't care about my safety, I don't care about their car.........I returned [redacted] calls to me this last week and she want available, she left me a message on Wednesday that she was out of office on Monday; in meantime, I had called Drivetime and AVerexx this week to alert that I will be taking vehicle to [redacted] to diagnose, will not have money for payment and diagnosed problem, I had received a quote of at least $350 to repair...........................Drivetime and Averexx should be Completely ASHAMED of what the real problem is as it never required car to be in service for more than a day......of course, Hyundai was in agreement that to keep a car in repair for more than a day is unreasonable and would mean something was seriously wrong with car so why would Drivetime suggest this with Pride........???CONCLUSION:Whenever specifically, a foreign made car is serviced, it has to be reprogrammed..........most small, neighborhood mechanic shops don't have dealer maker's machinery to reprogram the car once repairs have been made, some of them do..................[redacted], [redacted], and [redacted] don't.....[redacted] has there own equipment but doesn't work on a Hyundai..................the reason for the jerking is because the vehicle was never REPROGRAMMED after the repairs were made..........it would have to be reprogrammed with Hyundais machinery, before Hyundai did or looked at anything, they PROGRAMMED/REPROGRAMMED vehicle and it runs fine.............the cause for the engine light could be due a small valve leak and if returns is due to that but will not affect performance is an emissions issue, THEY BELIEVE, however like stated, if there was ever any mechanical work done before vehicle was leased to me and WAS NOT PROGRAMMED, that could cause the check engine light to come on..................the reason for vehicle malfunction is because it was not REPROGRAMMED once service was done........and I guess I shouldn't expect [redacted] to know this (although I think they should given number of times they serviced the vehicle).......but what is reason Drivetime and especially Averexx would not have a clue as to this being the cause of the problem..............that wouldn't take 5 days or more to fix, Hyundai fixed in an hour and charged me $69 dollars, told me to bring back if check engine light comes back on and will diagnose and charge me proper amounts to fixRegards,

I was asked to take the car to a different mechanic for another diagnostic check. The mechanics office informed averex the warranty company thru drive time that the rotars need to be replaced and that there is a leak somewhere and that the battery needs to be replaced. They denied any repairs....

Averex requested pictures of the brake pads even though the brake pads are not an issue. I was told by drive time that I need to pay out of pocket for any repairs that they refuse to pay for them. The car has been at the mechanics every week or every other week since getting the vehicle. At this point the only resolution is to switch out the vehicle for one that is not unsafe to drive or to refund my deposit so I can get a working vehicle elsewhere. I am not going to pay for a vehicle that I can't drive safely.

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns. On April 16, 2015, we attempted to contact our customer to discuss his concerns but was unsuccessful. At this time, our customer has stated he has purchased another vehicle and does not want to redeem his vehicle. DriveTime would be willing to refund our customer one payment amount of $206.55. 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

September 9, 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 customer’s concerns.
On January 11, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2011 Dodge Grand Caravan. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. Additionally, our customer purchased a Vehicle Service Contract serviced by Aeverex. Attached you will find a copy of the Contract and the Vehicle Service Contract for your review.
On July 6, 2015, our customer took her vehicle to a repair facility for a diagnosis due to no-start concerns. The repair facility filed a claim with Aeverex to suggest an alternator replacement. Aeverex approved the alternator, as it is covered by the Vehicle Service Contract.
On April 14, 2016, our customer took her vehicle to a repair facility for a diagnosis of her transmission concerns. The repair facility filed a claim with Aeverex to suggest the transmission be replaced. Aeverex provided approval for the transmission replacement, as it is covered by the Vehicle Service Contract.
On May 25, 2016, our customer took her vehicle back to the repair facility reporting transmission concerns. The repair for the transmission was covered by a parts and labor warranty at the repair facility. Aeverex authorized 7 days of rental reimbursement for our customer at a rate of $25.99 per day due to the repair having to be complete again.
On August 16, 2016, our customer took her vehicle to a repair facility with concerns of the vehicle not starting. The repair facility filed a claim with Aeverex to suggest a fuel pump replacement. Aeverex provided approval for the fuel pump, since it is covered by the Vehicle Service Contract.
*Full Response Provided to the Revdex.com*

February 15, 2016

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Revdex.com

Re: Complaint # [redacted]

Dear Ms. [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 April 6, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2007 Nissan Xterra. Our customer also purchased a 5 year/50,000-mile Vehicle Service Contract, administrated by [redacted]

On December 15, 2015, an in-network repair facility updated a claim with Aeverex for the repair of the timing chain, timing chain tensioner and upper guide. Aeverex approved the cost of these repair for a total of $990.73 under the Vehicle Service Contract.

On February 9, 2016, an in-network repair facility updated a claim for the repair of the fan clutch and serpentine belt. Aeverex approved the cost of these repairs for a total of $356.88 under the Vehicle Service Contract.

At this time, DriveTime is unable to accommodate to our customer’s request to return the vehicle and rescind the Simple Interest Retail Installment Contract. We encourage our customer to have the vehicle taken to an in-network repair facility to be diagnosed for any mechanical concerns for further review.  Once an updated estimate is received, DriveTime will be able to further review for our customer.

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 [redacted]

As a good-will gesture, DriveTime applied a $25.00 credit to our customer’s principal balance.

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 [redacted].
Sincerely,

Customer Relations Department
Tell us why here...

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

On October 28, 2013, our customers entered into a Simple Interest Retail Installment contract when they purchased a 2005 Jeep Grand Cherokee. Our customers elected to...

purchase a 3 year/36,000 mile vehicle service contract, administered by [redacted]. Included you will find the Simple Interest Retail Installment contract and the vehicle service contract for your reference.

We have attempted to contact our customers to discuss their concerns, but have been unsuccessful. On September 15, 2014, we mailed our customer a no contact letter encouraging our customers to contact DriveTime at [redacted]- [redacted].

At this time, we are unable to assist our customers with their request to return the vehicle at no cost and repair the vehicle. [redacted] has no record of our customers contacting them about repairs. DriveTime has no record indicating repair issues with their vehicle.

On August 31, 2014, the account charge off for non-payment, the account was 111 days past due.

If our customer wishes to redeem their vehicle, the past due balance and repossession fees of $2,249 would need to be paid by September 26, 2014.

As a goodwill gesture, DriveTime has sent our customers a $25.00 [redacted] gift card.

DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted]- [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 the time of lease, our customers agreed to make periodic payments of $223.51 and the first payment was due on 06/07/2014, followed by 59 periodic payments of $223.51 on the 7 and 22 of each month. 

On June 21, our customer contacted us to make a June 7 payment via credit card to cover the returned checks from his compromised checking account. Our customer informed us his due date did not match his payment schedule and set payment arrangements to make a double payment on June 30. AutoPay was not setup at this time since AutoPay can only be setup on payment due dates. 

On June 22, our customer’s periodic payment of $223. 51 came due. 

On July 7 and 22, our customer’s payment of $223.51 came due. 

On July 26, we recovered the vehicle for default. Please refer to page 3 of the Cancel Anytime Lease, section 11 Default, Repossession, and Other Remedies. 

"You fail to pay any periodic payment when due or any other amount you owe under this Lease when we ask you for it… Take (repossess) the Vehicle wherever we find it and enter any property where the Vehicle may be to do so…" 

On July 29, our customer paid to redeem the vehicle and we sent a release to the recovery agency. 

Our lease program comes with free oil changes every 4,000 miles for the life of the lease. We encourage our customer to utilize the maintenance program to obtain his oil changes. 

If our customer would like his payments changed to monthly, we encourage him to bring his account current and then contact the customer relations department for further assistance. 

At this time, we are unable to accommodate our customer’s request to remove a payment and lower his payments. If our customer feels the lease program no longer works for him whether it is ability to make payments or life changes, 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. 

We encourage our customer and his attorney to send in a letter of representation so we can work directly with them to resolve any future concerns. 

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 July 21, 2012, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2008 Chevrolet Trailblazer. Attached you...

will find the Simple Interest Retail Installment Contract for your reference. On February 9, 2015, an authorized third party (our customer’s wife) contacted DriveTime inquiring into when a referral credit would be applied to her account. We advised that referral credits are applied after the referred customer’s first payment is made. On February 23, 2015, the authorized third party contacted DriveTime to inquire into the status of the aforementioned referral credit. The credit had not yet been applied to our customer’s account at that time. On March 9, 2015, the authorized third party contacted DriveTime to inquire into the status of the referral credit. We advised her we would look into the status of the credit. On March 10, 2015, DriveTime contacted our customer and advised him that no information could be found on the referral credit. We advised our customer to have her son reach out to the DriveTime sales lot where he purchased his vehicle to inquire into the matter, as no referral had been submitted at that time. On March 12, 2015, a manager at the DriveTime sales lot contacted our loyalty credit department and confirmed the referral credit was in process. He was advised that the credit would apply to our customer’s account within two weeks. On March 24, 2015, we contacted the authorized third party and advised we were attempting to get the credit to our customer’s account expedited. We advised we would remain in contact with her until the credit had been applied. We apologize for any inconvenience or confusion this matter may have caused. 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, DriveTimeCustomer Relations

May 20, 2016Revdex.com Ph. ([redacted]Fax (602) 263-0997Re: Complaint # [redacted] To Whom It May Concern,Thank you for bringing this matter to our attention. We appreciate the opportunity to re- address our customer’s concerns.On May 12, 2016, an in-network repair facility initiated a claim with Aeverex for an engine replacement.That same day, we offered two options to our customer. The first option, we would take back the vehicle and refund the $700 down payment. The second option, we would approve the engine replacement and offer rental reimbursement at $25.99 per day up to a max of 5 days. We informed her that if the engine replacement goes beyond the 5 days, we would review for an extension of the reimbursement period. Our customer expressed satisfaction with our second option. We will continue our correspondence until the engine replacement is completed and back in our customer’s possession.We apologize for any confusion or inconvenience this matter may have caused.We thank the Revdex.com’s Office for their continued support and for allowing DriveTime to address our customer’s concerns. If you have any questions, please contact us at 800-965-8043.Sincerely, Carlos S.Customer Relations