DriveTime

November 18, 2015RevDex.comPh. (602)

212-2232Fax (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 February 14,

2015, our customer entered into a Closed End Motor Vehicle Lease with DriveTime

when she leased a 2005 Chevrolet Suburban. The Closed End Motor Vehicle Lease is

attached for your review. On page 2 of the Closed End

Motor Vehicle Lease under subsection “9. Types And Amounts of Required

Insurance Coverage”, it states: “You must maintain

insurance in the following amounts: (i) Bodily Injury Liability with limits of

$30,000 one person/$60,000 for all persons, (ii) Property Damage Liability with

limits of $25,000, but in no event less than the state required minimum

amounts. Should you move to another state you agree to comply with the

financial responsibility requirements of that state. You agree to notify us

immediately by contacting DriveTime Customer Service at 1-800-813-5883 if you 1)

change your insurance carrier, or 2) change your address at any time during the

lease.”On September 22,

2015, DriveTime was notified that our customer was no longer insured underneath

the plan he initially provided to us. At that time, DriveTime attempted to

contact our customer to provided updated insurance information. On October 6,

2015, DriveTime received a partial declaration page of insurance for our

customer. This declaration page did not contain all the necessary information needed

and was not accepted. Due to this DriveTime enabled the buzzer inside of our

customer’s vehicle used to alert our customer to contact us. On October 7,

2015, at 12 days past due, DriveTime exercised our contractual right to place

the vehicle out for recovery. Please refer to page 3 of the Closed End Motor

Vehicle Lease Contract, under the section titled “Default, Repossession And

Other Remedies”: “The following

are events of default… (a) You fail to pay any periodic payment when due….(c)

You do not maintain required insurance…If you are in default, after waiting any

time the law requires, we may…(e) Take (repossess) the Vehicle wherever we find

it and enter any property where the Vehicle may be to do so….” On October 9,

2015, our customer made a payment towards his account to bring the account to a

current status. We advised our customer that his vehicle would remain out for

recovery until an updated declaration page has been received as the previous

information was not acceptable. On that same

day, our customer contacted DriveTime after sending in documentation for his

insurance. We advised our customer that the documents received were not

acceptable and the vehicle would remain out for recovery. On October 14,

2015, we contacted our customer to advise the vehicle was eligible for recovery

due to incomplete insurance documentation. On November 9, 2015, after al

out another 30 days to provide the documentation, the vehicle was

recovered. On November 10,

2015, our customer provided DriveTime with an updated declaration page of

insurance and paid all fees associated with the recovery of the vehicle. On

November 16, 2015, DriveTime contacted our customer to address his concern. We

advised our customer we would not be able to refund the monies paid to redeem

the vehicle as it was a rightful recovery. We apologize for

any confusion or inconvenience this matter may have caused. As a good will

gesture, DriveTime has applied a $25.00 credit to our customer’s account. DriveTime thanks

the Revdex.com for their ongoing support. Should you have any

questions or concerns, please contact us by calling us at [redacted]Sincerely, [redacted]Customer

Relations DriveTime

December 15, 2015[redacted]RevDex.comPh. (602)

212-2232Fax (602)

263-0997  Re:

Complaint # [redacted]Dear Ms. [redacted] Thank you for bringing this

matter to our attention. We appreciate the opportunity to address our...

customer’s

concerns.On November 26, 2014, our

customer entered into a Simple Interest Retail Installment Contract with

DriveTime when she purchased a 2008 Hyundai Santa Fe. 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 referenceThat same day, our customer

contacted Aeverex in regard to concerns with the battery and brakes on the

vehicle. Aeverex suggested to have the vehicle taken to a repair facility to be

diagnosed. 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. Please see the attached document

“What You Need to Know About Financing a Vehicle with DriveTime” under the

section labeled “Vehicle Return Program”:“If

all required conditions are met, DriveTime will give you the ability to return

the vehicle to DriveTime and terminate your contract with five calendar days of

purchase.”On December 1, 2014, an

out-of-network repair facility updated a claim with Aeverex for the repair of

the Battery ground connection, brake pads and rotors. Aeverex covered the cost

of these repairs for a total of $705.78On February 3, 2015, an

in-network repair facility updated a claim with Aeverex for the repair of a

fuel gauge sending unit and diagnostic. Aeverex approved the cost of these

repairs for a total of $639.65 under the Vehicle Service contract. On October 27, 2015, our customer

returned the vehicle to a DriveTime sales lot as a voluntary repossession. At

that time, our customer’s credit history reflected as charge-off-voluntary

repossession. At this time, DriveTime is willing

to settle with our customer and delete the trade line.   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 800-965-8043 to

accept the above offer. Should you have any questions or

concerns, please contact us by calling us at 800-965-8043. Sincerely, Justin M. DriveTime Customer Relations

Department

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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

Regards,

 
I appreciate ate the business making an exception and valuing me as a customer and I will forever be grateful for the services provided.

justify;">April 11, 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 July 30, 2012, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2004 Jeep Grand Cherokee. Attached you will find the Contract for your review.
On March 7, 2016, our customer contacted DriveTime in order to obtain a 10 day payoff quote for her vehicle. Our customer was given a 10 day payoff quote of $7,191.93, with a per diem of $4.35, and was advised that this quote would be good until March 17, 2016.
On March 11, 2016, DriveTime contacted our customer regarding a past due balance on her account. Our customer advised our agent that she had sent a check to DriveTime to pay off the account.
On March 19, 2016, DriveTime contacted our customer regarding her past due balance. Our customer again, advised us she had mailed a check to pay off the remainder of the loan. Our agent encouraged our customer to see if there was a tracking method available since we had not yet received the check.
On March 26, 2016, our customer called DriveTime to advise she was continuing to receive collection calls, and that she had a copy of her cancelled payoff check, subsequent to its deposit by DriveTime. Our representative advised she would set a promise to pay on the account to prevent further collection calls and asked our customer to fax in the cancelled check.
On March 29, 2016, our customer faxed a copy of the cancelled check to us. Attached is a copy of the check for your review. The document supports our customer’s contention that she had provided a payoff check to DriveTime.
At this time the payoff amount has been credited to our customer’s account, and the account is marked in our system as a Paid Loan.

Good evening 
the complaint was no related to the response...it was concerning the refund itself and the lack thereof not being informed as to exactly when the refund would be disbursed. 
furthermore; the inability to not actually speak to accounting to inquire about the dare the trundle was being sent and how it was being sent to me he customer

Dear, DriveTime 
 I will be contacting you over the phone as I have too much to say to type. I'm not understanding why DriveTime thinks this matter is funny? $25.00 credit toward $15,000 loan? That's insulting and I will not tolerate any more of this nonsense! You guys are not listening to me at all, you keep saying that these repairs are covered, then why hasn't my vehicle been fixed? It is because those are not the repairs that are needed I have a serious electrical issue that Chevrolet can't even diagnose, this situation is getting dangerous. Electrical problems in a vehicle is not something to joke about. My life may be at risk, if a fire was to break out under the hood of the vehicle while I'm driving it would be over. Everywhere I take the vehicle they tell me the same thing, that I have a serious electrical problem that runs throughout the entire vehicle! I'm trying to reason and be cooperative but DriveTime has cause me to take measures further than I hoped. Unless something is done by September 30, 2016 I WILL be taking matters into the court system!

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On October 17, 2013, our customer entered into a retail installment contract when she purchased a 2007 Hyundai Entourage. The vehicle came with a 3...

year/36,000 mile limited warranty administered by Aeverex, at no additional cost. I have included the retail installment contract and the limited warranty agreement for your reference. On November 18, 2013, our customer contacted Aeverex and advised the oil light was on and the vehicle was not moving instantly. She was referred to a repair facility to have the vehicle diagnosed. On December 16, 2013, our customer contacted Aeverex to get the information for the repair facility. On December 18, 2013, a claimed was filed by the repair facility stating the rear brake pads and the throttle body sensor needed to be replaced. Under the limited warranty, the claim was denied, as the items are non-covered components. We have been in contact with our customer and are working towards an amicable resolution. We request that our customer submit all her repair receipts for review for possible assistance. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s account. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [redacted] DriveTime Customer Relations

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I spoke to [redacted] (manager) 5/18/15 because I had to pay $611.00 to repair my car and was needing a deferment. He had me fax the bill to 866-284-8384 and assured me that I would only be dealing with him going forward. Today 6/16/15 I get a call from Drive Time regarding my past due payment! The lady said it was never deferred!! Nobody ever called me back after I faxed what was requested of me to let me know anything! Now they are calling me from collections! I asked for a manager and got a Lisa Springer (not sure if she was really a mgr) she didn't help in any way. Just kept repeating Im past due.This is now the 3rd or 4th time I have had to report Drive Time to the Revdex.com to get them to honor their word! I have NEVER had such a horrible car company in my entire life! This company seriously needs to be looked into as I have had discussions with others that purchased thru Drive Time and they have all had the same terrible experiences. My account needs to be corrected and any negative reporting associated with it as well! I have learned my lesson and my family and I will NEVER again do ANY business with Drive Time in the future.

Regards,

Dear Ms. [redacted],

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

On December 9, 2013, our customer entered into a Closed End Motor Lease contract with Drivetime when she leased a 2008 [redacted]...

[redacted]. The lease contract is included for your reference.

Page two of the Lessee Disclosure statement, section "i" states:

"The Vehicle is equipped with a starter interrupt GPS tracking device. I understand and agree that you will disable the vehicle in the event I do not make my payments on the dates they are due as shown in the Consumer Leasing Act Disclosure(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."

On December 30, 2013, our customer contacted us requesting a due date change. We advised her we are unable to modify her lease and she would still be responsible to make her payments on time. DriveTime Lease contracts cannot be modified. The terms and conditions agreed upon at the time of the Lease signing are fixed for the term of the lease.

On January 17, 2014, we disabled the starter on the vehicle, the account was 4 days past due.

On February 14, we contacted our customer and reached an amicable resolution. Drivetime has agreed to re-contract our customer to match her pay dates.

As a goodwill gesture, Drivetime has credited $25 to our customer’s account.

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

Sincerely,

[redacted].

DriveTime

Customer Relations

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

Please review the submitted documents, Drive has unfair business practices, and I am dissatisfied and I want my money back

Thank You,

Better Busi[redacted] Bureau:

I have reviewed the response made by the busi[redacted] 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 company never offered to re-contract; [redacted] stated that the SkyLink could be canceled, but at no refund; the other two optional items were canceled by me when DriveTime refused to allow me to return the vehicle within the warranty time frame of 5 busi[redacted] days without penalty.  There is also no mention of the difficulties at the DriveTime location in Raleigh, the compromising of my account information which resulted in fraudulent charges on the account, requiring a police investigation and cancellation of my previous card.  The AutoPay feature that they required me to setup prior to leaving the dealership was never set up either, per [redacted]'s admission.  I set up the AutoPay so that I would not incur any additional charges.  [redacted] is attempting to present as if DriveTime did nothing wrong; I am still officially requesting a full investigation into the busi[redacted] practices of [redacted] and [redacted], as well as [redacted] at Corporate, for not honoring the contract that was provided to me, as they specified that they know that is what it says, but that I must do otherwise in order to get approved.  Also, the last time I talked to [redacted] he informed me that I must contact Aeverex myself to cancel the product; when I did, they specified that they did cancel and forwarded the paperwork to DriveTime on their May invoice, of which I never received updated paperwork.  So the customer service was lacking and unprofessional; my account was compromised and they never forwarded the information to corporate that they stated must be obtained in order to get approved; I was hassled by customer service at and before the payment due dates, even though the errors were not of my own doing; and I was treated unfairly and talked over by [redacted] when voicing my concerns initially; somehow he thinks that a $50 gift card is supposed to make up for the wrongs that have been committed against me.  I have done everything that was expected of me, and more, as I had to process paperwork that the dealership was to complete, per their specifications for obtaining the vehicle; upon attempting to return the vehicle, I was informed that I would pay a penalty; and then when deciding to retain the vehicle, the paperwork was not processed as it should have been; even the plastic in my vehicle that states "dealer must remove" is still present; [redacted]'s response to that was, that it was my duty to take it off, even though it states the dealer must do so.  I have never been treated in such a manner, and have visited many dealerships both large and small, and have never incurred such treatment, never had my account information compromised, and never needed to file any complaints with the Revdex.com until now.

Regards,

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 response indicated that a payment has not been received is an untrue statement. Payment was made on August 18th

As well as a phone call, and calls before that.  I also advised that my dad has been sick with cancer and I have been out of town and my daughter had the phone. I think this is still very unfair as I have not asked for a deferment before and I explained a very good hardship and really needed the deferment.  I am asking for a deferment for August

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customers’ 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. On January 24, 2014, our customers entered into a Simple Interest Retail Installment Contract when they purchased a 2004 GMC Yukon. Included you will find the Simple Interest Retail Installment Contract for your reference. At the time of sale, our customers agreed to make 147 bi-weekly payments of $228.83 and 1 final payment of $227.13, beginning February 15, 2014. Our loan-servicing department is designed to work with our customers during times of delinquency to create a plan to become current. Our customers may receive phone calls during this time of delinquency to aid in resolving the past due balance. On September 23, 2014, our customers contacted us requesting a frequency change to monthly. At this time the account was 66 days past due. We informed our customers a payment of $81 would be needed in order to qualify for a frequency change. Later that day, our customers completed the payment. On September 24, 2014, our customers’ frequency changed to monthly. In addition, we processed a six-payment deferment to bring the account current. Our customer’s new monthly payment is due on October 28, 2014. We have attempted to contact our customers via phone to address their concerns, but have been unsuccessful. We encourage our customers to contact us at ###-###-####, to discuss their concerns. As a goodwill gesture, DriveTime has credited our customer’s 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

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

On December 13, 2013, our customer entered into a Closed End Motor Vehicle Lease with DriveTime, when he leased a 2006 Ford Five Hundred that came with a...

limited warranty. Included you will find the Closed End Motor Vehicle Lease and the Limited Warranty Agreement for your reference.

We have made several attempts to contact the authorized third party to discuss her concerns, but have been unsuccessful. On September 17, 2014, we sent a letter via certified mail to the address on file. The purpose of this letter is to inform the authorized third party of our attempts to reach out to her. We encourage the authorized third party to contact our Customer Relations department at [redacted], to discuss her concerns.

As a goodwill gesture, DriveTime has mailed our customer a $25 American Express gift card to the address provided 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.

Why I am not satisfied with this resolution is because regarding the GPS system it was explained to me that that's incase my car get's stolen, or when it has been repossessed. Not that it meant to contact DriveTime. My alarm has been going off since August and I have called numerous amount of time and no mention there was some things that were happening me with my account, which could have been an easy fix.

Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On March 26, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2006 BMW. Attached you will find the Simple...

Interest Retail Installment Contract for your reference. We have made several unsuccessful attempts to contact our customer to discuss his concerns. On March 3, 2015, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform our customer of our attempts to reach out to him. We encourage our customer to contact our Customer Relations department at ###-###-####, to discuss his concerns. As a goodwill gesture, DriveTime has applied a $46.02 credit to our customer’s remaining delinquent 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 customers’ concerns. On February 18, 2015, a $25 credit was applied to our customer’s account. Attached is a copy of our customer’s payment ledger for your reference.On March 5, 2015, we attempted to contact our customer to re-address her concerns, but were unsuccessful. We encourage our customer to contact our Customer Relations Department at ###-###-#### with any other 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, DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns.We attempted to contact our customer regarding her response, but were unsuccessful. We encourage our customer to contact us at the phone number below to submit a receipt to DriveTime regarding the expense paid for the computer reprogramming. Once we receive the receipt, we will reimburse her for the $69.Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,[redacted]DriveTimeCustomer Relations

Dear Ms. [redacted],
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns....

On January 29, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2006 Ford Escape. Attached you will find the Simple Interest Retail Installment Contract for your reference.
At the time of purchase, our customer’s payments were set up to match her pay frequency from her source of income. Our customer provided proof of income which indicated she was paid on a bi-weekly basis.
After six months, DriveTime customers may contact Customer Service Department to initiate a frequency change to match their desired payment frequency.
On April 1, 2015, our customer contacted DriveTime Customer Service to inform us of her new place of employment. Our customer advised us she was now receiving paychecks semi-monthly, on the 10th and 25th of each month.
On April 30, 2015, our customer contacted DriveTime Customer Service in regards to her frequency change. We informed her that no previous request had been submitted. At this time, we submitted a request for a frequency change to be administered to her account.
On May 1, 2015, DriveTime Customer Service contacted our customer to inform her that her modification request was being reviewed. After a frequency change is created it is reviewed to ensure the account meets the qualifying conditions. If an account qualifies, we can then proceed with the specified modification.
On May 5, 2015, DriveTime Customer Service contacted our customer to advise her of the decline of her requested frequency change. The decline was due to a past due balance of $155.43 on her account. Our customer was ineligible for a payment deferment to suspend this past due balance on the grounds of being within the initial six months of her loan.
We have recently been in contact with our customer and are working toward applying the frequency change that was requested. At this time, DriveTime is unable to accommodate our customer’s request to remove $3,000 off the balance of her loan.
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 [redacted]
Sincerely,
Natalie H.
DriveTime
Customer Relations

justify;">May 23, 2015
 
[redacted]
Revdex.com
Ph. [redacted]
Fax [redacted] 
 
Re: Complaint # [redacted]
 
Dear Ms. [redacted],
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns
 
On November 8, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2011 Chevrolet Impala. Our customer opted to purchase a 5 year/50,000 mile Vehicle Service Contract, administered by [redacted]. Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference.
 
DriveTime offers a Vehicle Return Program that gives our customers the ability to return their vehicles to DriveTime and terminate their Simple Interest Retail Installment Contracts. To participate in the vehicle return program, our customers must return their vehicles to the dealership where they purchased within five calendar days. This is outlined in the Retail Purchase Agreement, which is attached for your review.
When our customers’ accounts fall past due, we make daily attempts to contact them to discuss their account. Throughout the life of his loan, our customer’s account has frequently been past due. Since his account first fell past due on December 3, 2014, our records indicate that DriveTime has placed calls out to our customer no more than twice per day.
 
The [redacted] mini-Miranda notice requirement is limited to third-party debt collectors only. Because DriveTime provides its own loan servicing, the mini-Miranda notice requirement is not applicable to DriveTime’s loan advisors.
 
At the time of sale, our customer signed a document called “What you need to know when financing a vehicle with DriveTime” that states under “Recalls”:
“Used vehicles may be subject to manufacturer recalls to repair, at no cost to you, mechanical or operational problems. Only new car dealers are allowed to do these repairs. You should confirm with a new car dealer that your vehicle does not require recall repairs.”
The “What you need to know…” document has been attached for your reference.
Our records indicate that our customer has not communicated with [redacted] regarding any of his mechanical concerns. We encourage our customer to contact [redacted] at 888-781-5649 in order to have his mechanical concerns properly addressed.
 
On May 19, 2015, we contacted our customer and discussed the above information. We encouraged our customer to take his vehicle to an in-network repair facility to have the current issues diagnosed. We advised that once a claim was on file with [redacted], we would review options to assist with any non-covered repairs. We also encouraged our customer to send in receipts for his previous out-of-pocket repair costs so we could review options for potential deferments. However, our customer advised he would continue to pursue matters with the Revdex.com.
 
At this time, we are unable to accommodate our customer’s request for DriveTime to take him out of the vehicle and credit him the money he has paid into the loan. 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 800-965-8043.
 
Sincerely,
 
[redacted].
DriveTime Customer Relations