DriveTime

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

On May 24, 2014, our customer entered into a Simple Interest Retail Installment Contract when he purchased a 2010 Honda Insight. Our customer also purchased a 5...

year/50,000 mile vehicle service contract, administered by Aeverex. Included you will find a copy of the Aeverex Protection Plan Vehicle Coverage agreement and Simple Interest Retail Installment Contract for your reference.

At the time of sale, our customer purchased the following optional products:

DriveCare Powertrain Protection

GAP coverage

SkyLink Service

Included you will find the optional products disclosure for your reference.

At this time, DriveTime has reached out to our customer and come to an amicable resolution. We have offered our customer the opportunity to re-contract the Simple Interest Retail Installment Contract and remove the optional products listed above.

In addition, the auto pay feature has been updated with his correct bank account information.

As a goodwill gesture, DriveTime has mailed our customer a $50.00 American Express 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].

Sincerely,

Customer Relations Analyst

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 customer was provided with the Lessee Disclosure Statement and Agreement for Installation of a GPS System. On page two (2) section (i) it states the following:

“The Vehicle is equipped with a starter interrupt GPS tracking device. I understand and agree that you will diable the Vehicle in the event that I do not make my payments on the dates they are due as shown in the Consumer Leasing Act Disclosures (item 1) of the Lease Contract, subject to any rights that I may have to cure your default. I agree that I will not tamper with, disable or attempt to disable the Device. The Device is and remains DriveTime property.”

Our customer read, signed, and agreed to the terms listed in the agreement. Included you will find a copy of the Lessee Disclosure Statement and Agreement for Installation of a GPS System for your reference.

DriveTime’s Lease program is a cancel anytime lease program with no penalties. Page three of the Cancel Anytime Lease Contract, “11. Default, Repossession, and Other Remedies”, 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 you for it; (b) You give any false or misleading information in the application; (c) You do not maintain required insurance…”

On June 23, 2014, DriveTime recovered our vehicle due to non-payment. At this time, DriveTime verified the starter interrupt had not been enabled at any time during our customer’s lease.

On June 30, 2014, DriveTime contacted our customer regarding his concerns. We informed our customer DriveTime is unable to

Can not shut off a running vehicle

He had continued to drive a vehicle with known issues

Cust advised didn’t get repairs done due to issues with diag and tow fees

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

Sincerely,

DriveTime

Customer Relations

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The contract that I signed included the expensive warranty as shown....just because the car seemed to be in operating condition does not mean it will stay that way which is why a warranty of that nature should have covered my brakes (30 day warranty) and the gear selector part (which affects the transmission) they should have fixed the car at full price before I turned in the car instead of treating me like someone who opted out of the warranty that really isn't worth the price they charged. Attached are some documents showing what the repairs were and how much they cost and that despite their claims of trying to assist me this is why I turned the car in....they were not very helpful then tried to act like they wanted to fix the car but I was told they would not fix the faulty brakes that should have been covered under the 30 day warranty

Regards,

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 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 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

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 June 26, 2014, our customer entered into a Closed End Motor Vehicle Lease with DriveTime, when she leased a 2009 Chrysler Sebring. Included you will find the Closed End...

Motor Vehicle Lease for your reference. The term of our lease program is designed for a specific amount of time, for this reason we  are unable to process any modifications through the life of the lease. DriveTime’s Closed End Motor Vehicle Lease program allows our customers to return the vehicle and cancel the lease, anytime, with no penalties or refund. At the time of lease, our customers agreed to make periodic payments of $221.19 and the first payment was due on July 12, 2014, followed by 64 periodic payments of $221.19 every other Saturday. On January 12, 2015, our customer contacted us and stated her pay schedule changed with her employer. Our customer advised she could make the January 10 payment for $221.19 on January 16. On January 22 2014, the vehicle was recovered 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…" Later that day, our customer contacted us and stated a recovery agency had pick up the vehicle. Our customer advised she made the past due amount of $221.19 online. We informed our customer there was no grace period and she had not notified us a payment was made. On January 28, 2015, we contacted our customer and offered the following resolution: Customer agrees to: ? Pay past due amount of $221.19 ? Pay $150 in recovery fees $ ? Pay $125 in storage fees with the recovery agency ? Provide DriveTime a recent pay stub showing current pay period In exchange, DriveTime agrees to: ? Pay for half of the recovery fees at $150 ? DriveTime will match customer’s payments to her current pay period DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. We apologize for any inconvenience to our customer. While going through the credit reporting enhancements there is a possibility that credit-reporting errors may occur. Therefore, all credit reporting was ceased and purged to comply with the [redacted].  We anticipate system enhancements to be completed and credit reporting to resume no later than the beginning of March. To address our customer’s additional concerns, our Champ Program allows our customers to trade in their vehicle with little to no money down and possible lower APR. Our customers qualify for this program when their remaining principal balance is $4,500 or less. At this time, we are unable to accommodate our customer’s request to end contract or credit her principal for $2,000. 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

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 October 27, 2012, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when...

she purchased a 2008 Dodge Avenger. The Simple Interest Retail Installment Contract is included for your review. On February 19, 2015, our customer contacted DriveTime regarding her loan not appearing on her credit report. We advised her of the suppression of our credit reporting and sent a credit rating letter with the details of her account status and credit standing. This letter can be used for reference until credit reporting resumes. We notified our customer of the timeframe for when our reporting would resume, as well. DriveTime has 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. We anticipate these enhancements will be completed no later than the end of March. We apologize for any confusion or inconvenience this may have caused. 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. On March 3, 2015, our customer contacted DriveTime in reference to her prior concerns. We once again advised her of our projected timeframe for credit reporting to resume. On March 10, 2015, our customer contacted DriveTime in regards to the credit reporting issue. She advised that the bank she was working with would not accept the credit rating letter as proof of credit, but instead needed the information to be on file with the credit bureaus. We advised our customer we are working on a resolution to be completed by end of March. On March 11, 2015, DriveTime contacted our customer and advised we could partake in a conference call with her bank to advise them of her credit standing. Our customer advised that her banker was not working that day, and we recommended we try again the next day. On March 12, 2015, our customer contacted DriveTime with further concerns about her credit reporting. We advised once reporting resumes, we would manually update her reporting to reflect the full life of her loan. We submitted a request to our Credit Bureau Dispute team to arrange for this to be done. On March 14, 2015, we contacted our customer and educated her on the above information. Our customer stated her bank was unable to partake in a conference call with DriveTime to discuss her credit standing. At this time, we are unable to accommodate our customer’s request to return her vehicle. As a goodwill gesture, DriveTime has credited $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

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 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 was in contacted with Drive Time and we was working together on the problem but the person I have been in contact with for some reason she ([redacted]) is unavailable. I was told by Drive Time that they will not do anything until I bring my account current. Which I received a letter stating that I have to August 4th to pay $555 to keep my contact with them. They still want my to pay on a unsafe lease vehicle that I am not driving nor is the vehicle with me it is at the auto shop.  All the parts that need to be fix should have been inspected before another customer was put in that vehicle but it was not. Drive Time needs to credit my account at least my down payment $895 and either fix the vehicle which cost $2000 are get me a new and inspected vehicle that is safe for me and my family then I will have no problem paying on my account.  I was assured by [redacted] that Drive Time will not refund my money.

Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns. The actions described in our customer’s correspondence are clearly not in keeping with DriveTime's set standards of service and support. DriveTime strives to make each customer’s experience both rewarding and pleasant, while ensuring that every customer is treated with the utmost respect. Because DriveTime’s Closed End Motor Vehicle Lease Contracts can be cancelled at any time, we do not offer any grace periods. A vehicle is contractually eligible for repossession as soon as the account falls past due, after waiting any time required by law. As a courtesy to our customers, DriveTime often waits 5 to 7 days before assigning a vehicle to be recovered. Likewise, because the lease can be cancelled at any time, DriveTime does not offer due date changes on lease accounts. Due to the amount of time that has passed since our customer’s date of lease, we have been unable to confirm if she was advised that she would be able to change the due date of her payments at a later time. On July 13, 2015, at 9 days past due and with no payment arrangements set on the account, DriveTime exercised their contractual right to secure the vehicle and assigned the vehicle to be recovered. On July 14, 2015, the vehicle was recovered. Our customer contacted DriveTime and advised the vehicle should not have been recovered, as she had made a payment the day before. We advised our customer that because she had not called us with a confirmation number, we had no indication that a payment had been made and had not closed the assignment with the recovery agent. We have no record that our customer ever contacted us during the month of July prior to the vehicle’s recovery. The same day, we informed our customer that due to the recovery of the vehicle, we would not be able to accept the check she had used to make her payment. We encouraged her to cancel the check through her bank and make the payment to reinstate her lease over the phone with a debit or credit card or at a check-free location such as Walmart. Our customer paid her recovery fees and past due balance in full, and arrangements were made to release the vehicle to her. When our customers make payments via check, the payments do not always immediately post to their accounts. For this reason, we encourage our customers to contact the DriveTime lease department with their confirmation number whenever a payment is made, especially when the account is past due. This ensures that Drive Time can attempt to close any recovery efforts that may have been in process. With no new information provided, we are still unable to accommodate our customer’s request have her recovery fees refunded and her payment due date changed. We encourage our customer to contact our Customer Relations department with any additional questions or 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,[redacted]DriveTime Customer Relations

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

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 May 12, 2012, our customers entered into a Simple Interest Retail...

Installment Contract with DriveTime when they purchased a 2003 Chrysler Sebring. The vehicle came with a 3 year/36,000 miles DriveCare Limited Warranty. Attached you will find the Simple Interest Retail Installment and DriveCare Limited Warranty for your reference.At the time of purchase, our customer signed and reviewed the DriveCare Limited Warranty contract, which states, under Exclusion:“All part of the vehicle not listed above or which is covered by a manufacturer’s warranty or recall is excluded from coverage under this Limited Warranty.”All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no need to replace it. Page one of the Customer Delivery Checklist under Important Reminder, states:  “Our focus of the multi-point inspection is primarily the safety and reliability of your vehicle…Please insure you are comfortable with the condition of the vehicle prior to purchasing.”On November 12, 2012, our customer contacted DriveTime with concerns in regards to their vehicle. We referred our customer to an in-network repair facility tohave the vehicle diagnosed. On November 19, 2012, our in-network repair facility filed a claim for valve cover gaskets, calipers, motor mounts, sway bar links and outer tie rod ends. DriveTime approved the valve cover gaskets under the terms of the Vehicle Service Contract.On the same day, our customer contacted DriveTime in regards to their non-covered repairs. We advised our customer that the repairs were not approved as they are considered maintenance items. We advised our customer that if he elected to pay out of pocket for the non-covered repairs, we would be willing to offer payment deferments. On November 29, 2012, our customers returned the vehicle to the DriveTime dealership and elected to surrender the vehicle rather than complete the repairs. At this time, DriveTime is willing to offer our customers the following resolution. DriveTime agrees to offer the customer a 10% settlement in which the customers would be responsible for $920.76 of the deficiency balance and DriveTime will:·  Waive the remaining  deficiency balance of $8,286.87·  Delete our customer’s trade line from all three (3) major credit bureau reporting agenciesOur customers will be required to sign a Full Settlement and Release of Claims if they choose to take advantage of this offer. This settlement offer is gooduntil October 2, 2015. On September 2, 2015, DriveTime contacted our customer to address his Revdex.com complaint. We advised our customer that we are willing to offer the above settlement. Our customer declined to accept our offer and would not consent to the terms of the settlement. We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, we have mailed a $25.00 American Express 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 [redacted] Sincerely,[redacted] **DriveTimeCustomer Relations

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...

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...

Please see the attached PDF for the full response.
On August 11, 2016, DriveTime contacted our customer. We confirmed that she had received the reimbursement check for the battery and rotors in the amount of $234.77.   At this time, DriveTime will be unable to accommodate our customer’s requests. We believe we have provided all applicable support assisting our customer with the mechanical issues the vehicle has had. Our customer has been driving the vehicle for approximately 5 months and continues to drive the vehicle; furthermore, a claim has not been filed with Aeverex in regard to the mechanical issues our customer has reported, nor has DriveTime been provided any documentation for review. However, since our customer is adamant that there are severe mechanical issues with the vehicle, DriveTime will extend an offer to rescind her contract, delete her trade-line, and refund her down payment in full. Our customer will be required to sign a Full Settlement and Release of Claims to take advantage of our offer. This offer will expire August 24, 2016.   Should our customer wish to stay in the vehicle, DriveTime will offer 4 days of rental reimbursement at a daily rate of $25.99. This will provide the original equipment manufacturer (OEM) the opportunity to address and possibly duplicate the issues reported. Likewise, should the OEM diagnose and confirm the mechanical issues, DriveTime will re-assess any and all options for possible assistance.

February 26, 2014

Revdex.com

Ph. ([redacted]) [redacted]

Fax ([redacted]) [redacted]

Re: Complaint # [redacted]

Dear Ms. [redacted],

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

opportunity to address the third party’s concerns.

The DriveTime Life Assist Program will pay off the remaining loan balance and release the title to a surviving party if the account holder or co-buyer passes away. If no co-buyer is listed

on the account, the account holder’s estate will become the beneficiary. In order to qualify for the program, Drive Time must obtain a Death Certificate and the account must be current.

The following states are not eligible for the Life Assist Program: Florida, Arkansas, Ohio, Virginia, and Tennessee.

On February 19, 2014, we contacted the authorized third party and informed her the vehicle does not qualify for Life Assist.

As a goodwill gesture, DriveTime has mailed a $25.00 American Express 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].

Sincerely,

DriveTime

Customer Relations

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

Regards,