DriveTime

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 September 1, 2009, before purchasing a vehicle with DriveTime, our customer filed for Chapter 7 bankruptcy....

This bankruptcy was discharged on July 4, 2011. On May 1, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2008 Chevrolet Equinox. Attachedyou will find the Simple Interest Retail Installment Contract for your reference. In October 2014, DriveTime temporarily ceased credit reporting to all three major credit bureau agencies. This cease was due to required system enhancements taking place in the manner DriveTime reports to the credit bureaus. We have completed the necessary updates with Experian and Equifax, and they have uploaded our customers’ account information for public viewing. TransUnion has recently completed these updates, as well. We understand the importance of building and maintaining a credit score. We also understand the importance of accurately reporting credit activity, and that iswhy DriveTime has made the effort to complete these system enhancements.   After a recent extensive review, we determined that there were serious questions about the ability to report bankruptcy accounts accurately. As a result, wewere temporarily unable to report accounts with previously filed bankruptcies, in order to ensure no inaccurate reporting occurred. This change was also required to ensure DriveTime was in compliance with the Fair Credit Reporting Act. At this time, DriveTime has found a resolution to report accurately for accounts that have had a previously dismissed bankruptcy. This update should reflect on ourcustomer’s credit reporting within 30-60 days. We will be reinstating these trade lines with Experian, Equifax and TransUnion. On August 24, 2015, we contacted our customer and came to an amicable resolution. We discussed the above information and advised our customer to contact us at ###-###-#### with any further questions or concerns.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] *. DriveTimeCustomer Relations Department

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

Regards,[redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns. On April 17, 2015, we contacted our customer and advised her that if she brought her account only one payment ($433.54) past due, we would make an exception to approve her non-covered thermostat, coolant, ignition coil, and tire pressure sensor repairs ($657.95). Due to the amount of time our customer had been in the loan (one year and four months) and the number of miles the vehicle had been operated since the time of purchase (16,640), and because DriveTime does not typically assist with physical damage, our customer remained responsible for the non-covered door panel and seat panel repairs ($598.33). We advised our customer that if she were to pay this amount out-of-pocket and provide us with paid receipts, we would defer her final past due payment to the end of her loan as an option for further assistance. The same day, we educated our customer on the process for cancelling the Vehicle Service Contract (VSC). As DriveTime is unable to process this cancellation, our customer was instructed to contact Aeverex and was informed that they would assist her with cancelling the VSC. This is the process for cancelling the GAP Coverage, as well. At the time that we sold the SkyLink GPS service to our customer, it was not a refundable product.  The pro-rated refund for the VSC optional product was applied to the principal balance of our customer’s DriveTime account on May 21, 2015. An additional refund for the VSC was applied to the principal balance of her account on June 19, 2015. On May 4, 2015, we contacted our customer regarding the above repair contract. Our customer made a payment of $532.08, bringing her account only one payment past due, and per the above agreement, DriveTime made the exception to approve the thermostat, coolant, ignition coil, and tire pressure sensor repairs through Aeverex. We advised our customer to send us the paid receipts for the additional non-covered repairs for which she was still responsible. Upon receiving these receipts, we advised we would defer one payment to the end of our customer’s loan, provided her account was only one payment past due at the time. When our customer’s account balance was not brought current, loan advisors made regular attempts to contact her and cure account delinquency. While our customer spoke with loan advisors on several occasions, no payment arrangements were ever made on her account. On June 26, 2015, at 82 days past due, DriveTime exercised their contractual right to secure the vehicle and assigned the vehicle to be recovered. Please refer to the section in the Simple Interest Retail Installment Contract labeled “Default”: “You will be in default if any one of the following occurs…You fail to make any payment due under this Contract, including any down payment, in full when such payment is due….If you are in default…we may take back (repossess) the Vehicle.”That same day, the vehicle was recovered. The remaining GAP Coverage will be refunded to our customer’s account and will reduce her principal balance.   At this time, we are unable to accommodate our customer’s request for DriveTime to reimburse her for her hardship. We apologize for any confusion or inconvenience this matter may have caused.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely,[redacted]DriveTime Customer Relations

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

On November 17, 2006, our customer entered into a simple interest retail installment contract when he purchased a 2002 Ford Explore. Included you will find the simple...

interest retail installment contract for your reference.

On August 27, 2014, we contacted our customer and came to an amicable resolution. We have agreed to update our customer’s credit report to a "settled charge-off," once a payment of $27.76 is complete. In addition, DriveTime agrees to waive the remaining deficiency balance of $147.46.

As a goodwill gesture, DriveTime has mailed a $25.00 [redacted]s 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 July 01, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2008 Chevrolet HHR. Attached you will find...

the Simple Interest Retail Installment Contract for your reference. Prior to the time of sale, our customer had a discharged Chapter 13 bankruptcy on her credit report. In October 2014, DriveTime temporarily ceased and purged all credit reporting to all three major credit bureau agencies. This cease was due to required system enhancements taking place in the manner DriveTime reports to the credit bureaus.At DriveTime, we strive to ensure all of our credit reporting is up-to-date and accurate. After a recent extensive review, we determined that there were serious questions about the ability to report bankruptcy accounts accurately. As a result, we were unable to report accounts with previously filed bankruptcies to ensure no inaccurate reporting occurs. The change was also required to ensure DriveTime complies with Fair Credit Reporting Act guidelines. At this time, DriveTime has found a resolution to accurately report accounts that have had a previous discharged bankruptcy. We have recently updated our customer’s credit reporting with all three major credit bureaus. Our customer should be able to see the updates on her credit reporting within 30-60 days. Attached is the credit rating letter that our customer can provide to potential creditors. We strongly encourage our customer to keep a copy for her records. As a good-will gesture, DriveTime has applied a $25 credit towards our customer’s account. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [redacted]. DriveTime Customer Relations Department

July 24, 2014 [redacted] Revdex.com [redacted]

[redacted] Re: Complaint #[redacted] Dear [redacted] Thank you for bringing this matter to our attention. We appreciate the opportunity to address our potential customers’ concerns. At this time, we are...

unable to locate any information connected to our potential customer. We encourage our potential customer to contact us at the phone number below or provide the Revdex.com with the phone number he received a text message from, in order for DriveTime to remove it from our system. 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

January 28, 2016[redacted]Revdex.com Ph. [redacted]Fax (602) 263-0997Re: Complaint # [redacted] Dear Ms. [redacted]Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.All...

DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no need to replace it.On November 27, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2012 Ford Focus. Our customer also purchased a 5 year/50,000 mile Vehicle Service Contract, administrated by [redacted] Attached you will find the Simple Interest Retail Installment and Vehicle Service Contract for your reference.On January 9, 2016, our customer contacted [redacted]o express concerns with the steering of the vehicle. [redacted] suggested that our customer take the vehicle to an in-network repair facility to be diagnosed. At that time, our customer inquired about rental coverage. [redacted] advised per the Vehicle Service Contract under the section labeled “Provider’s Obligations” it states:“Reimburse You for a rental car at the rate of up to $25.95 for every 8 hours (or portion thereof) of labor time required to complete the repair.”On January 20, 2016, DriveTime contacted our customer to reach an amicable resolution. We advised that an in-network repair facility has not updated a claim with [redacted] at this time. We advised once a claim has been updated, DriveTime would be able to review for further assistance. In regard to the rental reimbursement, we advised our customer of the above terms of the Vehicle Service Contract. At this time, no claim has been updated with [redacted] in regard to our customer’s concerns. We encourage our customer to have the vehicle diagnosed at an in-network repair facility and to update a claim with [redacted] for further review.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,Justin M.DriveTime Customer Relations Department

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 to comply with the Fair Credit Reporting Act. We anticipate system enhancements to be completed and credit reporting to resume no later than the beginning of March. 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

July 9, 2014

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 June 2, 2007, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2004 [redacted]. Included you will find the Simple Interest Retail Installment Contract for your reference.

On November 11, 2009, our customer defaulted on the terms of her contract when she voluntarily surrender the vehicle to a DriveTime dealership. Typically, when a vehicle is voluntarily surrender it is sold at auction. The amount received at auction for the vehicle is deducted from our customer’s remaining loan balance. After the vehicle was sold at auction, our customer’s delinquent balance was $4,346.

Our loan advisors utilize a myriad of resources when attempting to assist our customers in bringing their account current. Obtaining past due payments quickly is the ultimate goal of our loan advisors. When we are unable to reach our customer through the direct contact information provided to us, we attempt to make contact with our customers via their references. As there is no "grace period" associated with the Simple Interest Retail Installment Contract, the purpose of keeping in contact is to prevent our customer from accruing additional interest charges, late fees, and possible repossession efforts. At no time do our loan advisors divulge account sensitive information to our customer’s references. We apologize for any inconvenience this course of action may have caused our customer.

After becoming aware of our customers’ concerns, DriveTime researched the manner in which we are reporting on her credit history. At that time, we were reporting accurately as a "voluntary repossession" to the three (3) major credit agencies.

On June 30, 2014, DriveTime contacted our customer to address her concerns. We informed her as a one-time courtesy, DriveTime would delete trade-line reporting to the three (3) major credit agencies. Drivetime also waived the delinquency balance of $4,346. Our customer agrees this course of action adequately addresses her issues, and we have come to an amicable resolution. Our customer was emailed the necessary documents, which detail the steps DriveTime has taken in regards to her credit reporting.

As a goodwill gesture, DriveTime has mailed our customer a $25 [redacted] gift card to her 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,

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 would like to see Drive Time, accept further financial responsibility in  this matter. 

Regards,

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

On March 19, 2014, our customer entered into a Simple Interest Retail Installment Contract when he purchased a 2007 Hyundai Entourage. Our customer also purchased a 3...

year/36,000 mile Vehicle Service Contract, administered by [redacted].

Attached you will find the Simple Interest Retail Installment Contract and the Vehicle Service Contract for your reference.

All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers.

Page one of the "Customer Delivery Checklist" under Important Reminder, states:

"Our focus of the multi-point inspection is primarily the safety and reliability of your vehicle…Please insure you are comfortable with the condition of the vehicle prior to purchasing."

Additionally, on page one of the "Customer Delivery Checklist" under Maintenance Items, states:

"…These maintenance items are subject to replacement only upon failure of the component..."

At the time of sale, our customer signed and dated the "Customer Delivery Checklist." Attached you will the Customer Delivery Checklist for your review.

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. Attached is the Retail Purchase Agreement for your review.

A timeline of our customer’s repair history is as follows:

? On April 15, 2014, [redacted] referred our customer to an in-network repair facility to have the vehicle diagnosed for brake concerns.

? On April 16, 2014, a repair facility recommended a brake pad replacement. [redacted] denied the claim for the brake pads since it was only a noise concern. The brake pads met manufacture safety specifications.

? On September 2, 2014, a repair facility recommended repairing the shifter assembly. [redacted] denied the shifter assembly as a non-covered component under the Vehicle Service Contract.

On September 9, 2014, our customer contacted us requesting assistance with the shifter assembly repair. We offered to credit our customer’s account $230, approximately half of the $443.36 needed to repair the shifter assembly.

On September 12, 2014, our customer voluntarily surrendered the vehicle at a DriveTime dealership.

On September 16, 2014, we offered to assist our customer with the repairs if he paid the past due balance of $458.64. Our customer informed us he no longer wanted the vehicle.

At this time, we are unable to accommodate our customer’s request to refund any monies paid.

As a goodwill gesture, DriveTime has mailed 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 customers’ concerns. On July 18, 2014, our customers entered into a simple interest retail installment contract when they purchased a 2005 Ford F150. Our customers purchased a 3 year/36,000...

vehicle service contract. Included you will find the simple interest retail installment contract and the vehicle service contract for your reference. We have been in contact with our customers and are working towards an amicable resolution. As a goodwill gesture, DriveTime has credited our customers’ principal balance $25.00. 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,

"Cambria","serif"; font-size: 12pt;">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 9, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2009 Cadillac STS. Our customer also opted to purchase a 5 year/50,000 mile Vehicle Service Contract, administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference.
On December 19, 2015, our customer contacted Aeverex and stated concerns with the vehicle slipping and jerking. Aeverex advised our customer to take the vehicle into a repair facility for diagnostic.
On December 21, 2015, an Original Equipment Manufacturer filed a claim with Aeverex for the repair of a coil. Aeverex advised them that the repair was a non-covered component under the terms of the Vehicle Service Contract.
DriveTime has made several unsuccessful attempts to contact our customer and address her concerns. On December 28, 2015, DriveTime sent our customer a letter to her address on file. The purpose of the letter was to inform her of our attempts to contact her. We encourage our customer to contact our Customer Relations department for further assistance at 800-865-8043.
At this time, no claims have been filed with Aeverex for transmission repairs. DriveTime suggests that our customer take the vehicle into a repair facility for diagnostic so that we may review the situation for options for assistance.
Without any new information, DriveTime is unable to accommodate our customer’s request to be placed into a different vehicle.
We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principal balance.
Continued…

(Full version provided to the Revdex.com)

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

On October 6, 2012, our customers entered into a simple interest retail installment contract when they purchased a 2007 Dodge Nitro. The vehicle came with a 3...

year/36,000 mile limited warranty. Included you will find the Simple Interest Retail Installment Contract and the DriveCare Limited Warranty agreement for your reference.

On December 5, 2013, our customer contacted DriveTime regarding concerns with the vehicle shaking. Due to an unavailability of in-network repair facilities near our customers, we made an exception for them to bring their vehicle to an Automotive Service Excellence (ASE) certified repair facility of their choosing. We informed our customers of the roadside assistance coverage available through their limited warranty, which reimburses up to $75 for towing expenses.

On December 23, 2013, the repair facility contacted DriveTime recommending the replacement of an exhaust lifter and rocker. The claim was fully approved per the limited warranty. At the time the claim was filed, the vehicle had been driven 35,218 miles.

On January 28, 2014, we contacted the repair facility, per our customers’ request, regarding additional mechanical issues present in the vehicle. A representative of the repair facility stated that during the repair of our customers’ vehicle, some components were not reinstalled properly causing further damage. The repair facility provided our customers with a rental vehicle while they honored the repairs needed.

On February 7, our customers informed us there were new issues present shortly after picking up the vehicle from the repair facility. We advised our customers the repair facility, which they selected to perform their vehicle’s repairs, is responsible for correcting any issues caused by negligence.

On April 25, our customer informed us of ongoing needed repairs with the repair facility. He also stated he would no longer make payments on the vehicle until it was fully repaired.

On May 1, we contacted our customer with the aim of reaching an amicable resolution. We explained to our customer any repairs needed on his vehicle, which were due to a repair facility’s negligence, are not eligible under the coverage of the limited warranty agreement. During our conversation, our customer requested we cease all future contact. Per our customer’s request, we have placed a cease on all forms of communication. At this time, we are unable to accommodate our customer’s requests.

As a goodwill gesture, DriveTime has applied a $25 credit to our customers’ principal balance.

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

Sincerely,

DriveTime

Customer Relations

Re: Complaint # [redacted]

Dear Ms. [redacted],

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

On April 25, 2014, our customer contacted DriveTime to check on the status of her reimbursement check. After researching, we advised our customer the check was mailed from the bank on April 11, 2014. We offered to re-issue a new check. We sent her reimbursement check overnight, for Saturday delivery, to be received by Saturday April 26, 2014.

On April 25 and 28, 2014, we reached out to our customer to confirm she received our package. We left two (2) messages but did not receive a return call from our customer.

On May 5, 6, and 7, 2014, we attempted to contact our customer but were unable to reach her.

We have not received any return mail indicating that our customer did not receive the package we sent. We encourage our customer to contact us at [redacted], for further assistance.

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

June 29, 2016
 
Revdex.com
Ph. ([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 27, 2016, we spoke with our customer regarding her concerns.
At this time, DriveTime is continuing to work with our customer to find an amicable resolution to her concerns.
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted]
 
Sincerely,
 
Jeremy N.
DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns On June 11, 2015, we received authorization from our customer to submit an update to all three major credit bureaus to ensure all credit reporting is being reported accurately. On June 16, 2015, DriveTime submitted a correction to the three major credit reporting agencies to update the account to reflect as Paid with 0x30 0x60 0x90. This update should reflect on our customer’s credit reporting in 30-60 days.  We have also sent a Credit Bureau Correction Letter to our customer’s address listed on file. Please allow 7-14 business days for the letter to arrive.Attached is the Credit Bureau Correction Letter for your reference. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [redacted] DriveTime Customer Relations

Re: Complaint # [redacted]Dear Ms. [redacted],Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On March 3, 2014, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when he leased a...

2007 Pontiac G6.On June 9, 2015, our customer’s vehicle was repossessed for a past due balance of $192.90. We later verified with our customer that the payment had been submitted on May 29, 2015, through a check free payment. We discovered there was an error when posting the payment to the account. Due to this error, DriveTime agreed to cover the fees for the repossession and have the vehicle delivered back to our customer.On June 10, 2015, we delivered the vehicle back to our customer.As a customer service gesture, we have agreed to credit our customer’s account for 1 payment in the amount of 192.90.We have made several unsuccessful attempts to contact the authorized third party to discuss her concerns. On May 27, 2015, we sent a letter via certified mail to her address provided. The purpose of this letter is to inform her of our attempts to reach out to her.We encourage our customer or his authorized third party to contact our Customer Relations Department at ###-###-####, if they have further questions or concerns.We apologize for any confusion or inconvenience this may have caused.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

Re: Complaint # [redacted]Dear Ms. Mullens, Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.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’sexperience both rewarding and pleasant while ensuring that every customer is treated with the utmost respect.  On June 4, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2012 Ford Focus. Attached you will find the Simple Interest Retail Installment Contract for your reference.On June 6, 2015, our customer decided to take advantage of DriveTime’s Vehicle Return Policy (VRP).  DriveTime offers a Vehicle Return Program, which gives our customer the ability to return the vehicle to DriveTime and terminate the 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.We have made several unsuccessful attempts to contact our customer to discuss her concerns.On June 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. We encourage our customer to contact our customer relations department at ###-###-####.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] ** DriveTimeCustomer Relations