DriveTime

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 HAVE NOT resolved my complaint with Drive Time. My car was in the shop for almost a week while I waited for Drive Time and the warranty office to contact me or my mechanic. I missed several days of work and had to pay out of pocket for the needed repairs $595.00. I returned the car several days later to my mechanic because of continued problems with the suspension. Finally I called the warranty office and they refused to take care of any suspension issues EVEN though I had these issues when I drove the car off the lot. At the time I drove the car off the lot they had me sign a waiver for cosmetic damage only. They also noted on that report that I was hearing odd sounds coming from the front end. I was told if I continued to hear that sound I could bring the car to certified mechanic and have it taken care of for FREE because I had 30 days of complete coverage on the car. I have a copy of the problems that were taken care of by my mechanic. Drive Time and the warranty  office continuously dodge my calls or do not return calls and this is frustrating because if I don't pay my car note on time 13 days later they repossess. They don't give reminder calls or final notification calls. I am a single mom and had to borrow the money to fix the  car and all of these issues were present at the time I drove the car off the lot. I trusted them to keep their word to take care of these issues because the car was inspected by my mechanic before the 30 day warranty was up. I have all the paperwork from my mechanic and would be happen to fax them to you upon request.Regards,[redacted]

Revdex.com

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.

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 the lease, our customer agreed to make periodic payments of $241.95. The first payment was due on April 21, 2015, followed by 64 periodic payments of $241.95 due every other Tuesday. On June 9, 2015, our customer stated that she made payment to the account and should not be past due. We requested for our customer to submit a running bank statement to us to review. To date, a running bank statement has not been received. On June 10, 2015, the vehicle was recovered for non-payment at 36 days past due. 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…" At this time, we are unable to accommodate our customer’s request to adjust her account. We encourage our customer to contact us at ###-###-#### and submit a running bank statement for review. 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 July 26, 2014, our customer entered into a Simple Interest Retail Installment Contract...

with DriveTime when she purchased a 2007 Nissan Quest. Attached you will find the Simple Interest Retail Installment Contract for your reference. At the time of sale, our customer agreed to make 121 bi-weekly payments of $214.90 and 1 final payment of 213.21, beginning on August 23, 2014.DriveTime provided our customer with a Credit Reporting Notice at time of sale. We have included a copy of the Credit Reporting Notice for your reference. This document states:“We report all information, positive and negative. “Negative information” means information concerning delinquencies, late payments, missed payments, or any form of default.”  On July 16, 2015, DriveTime confirmed that our customers account was reflecting correctly to the credit bureaus. We sent out a Credit Rating letter to our customer to display her current standing with DriveTime. We have attached a copy of the Credit Rating Letter for your review. DriveTime has made multiple attempts to contact our customer to reach an amicable resolution. We encourage our customer to contact our Customer Relations department to address her concerns at ###-###-####. As a good-will gesture, DriveTime has applied a $25 credit towards our customer’s principal balance. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [redacted]. DriveTime Customer Relations Department

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 rejected because they keep saying that no claim was put in for the grill and I told the shop about the grill on my initial first visited and every time after that and they kept saying that the claim isn't covered or they put it in but they have yet to fix it they but some zip ties to secure it from hanging and plus the [redacted] keep making a squeak sound it some like a old rusty rocking chair or rusty door and the shop said it's from the rusted under the undercarriage and there's nothing they can do about it I want a resolution something knock off the [redacted] or those things fixed. 

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.[Provide details of why you are not satisfied with this resolution.]

Regards,

December 11, 2015[redacted]Revdex.comPh. (602) 212-2232Fax (602) 263-0997Re: Complaint # [redacted]Ms. [redacted]Thank you for bringing this matter to our attention. We appreciate the opportunity toaddress our customer’s concerns.On October 9, 2015, our...

customer entered into a Simple Interest Retail InstallmentContract with DriveTime when she purchased a 2011 Chevrolet Impala. At the timeof sale, our customer agreed to make 136 bi-weekly payments of $207.80 and onefinal payment of $205.32, beginning on November 6, 2015. Attached you will find theSimple Interest Retail Installment Contract for your reference.That same day, our customer enrolled in DriveTime’s automatic payment withdrawalservice (Auto Pay) and arranged for her bi-weekly payments to be automaticallydrafted from her bank account. Auto Pay is available to all DriveTime customers as aconvenient way for them to make payments at no cost to them.On November 30, 2015, our customer made a normal bi-weekly payment of $207.80to her account online through mydrivetime.com. This payment was applied towardsthe payment that would be due on December 4, 2015.On December 4, 2015, an automatic payment was taken from our customer’s bankaccount for the amount of $207.80 as scheduled. This payment was applied to ourcustomer’s payment due on December 18, 2015.That same day, our customer contacted DriveTime in regard to her payment beingpulled from her bank account as she had already made the payment early forDecember 4, 2015. DriveTime advised our customer that the automatic paymentwithdrawal service would automatically draft the funds of $207.80 every two weeksas established by our customer. We advised our customer in order to refund theexcess payment she would need to provide a running bank statement to display thatthe funds had cleared her bank account and were not returned.At this time, we have not received a running bank statement for our customer and areunable to refund the payment made. We encourage our customer to fax thesedocuments to our customer relations department at [redacted]DriveTime has made several attempts to contact our customer to reach an amicableresolution. We encourage our customer to contact our customer relationsdepartment at [redacted]We apologize for any confusion or inconvenience this matter may have caused. As agoodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principalbalance.DriveTime thanks the Revdex.com for their ongoing support. Should youhave any questions or concerns, please contact us by calling us at 800-965-8043.Sincerely,Justin M.DriveTime Customer Relations

January 12, 2016

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Revdex.com

Re: Complaint # [redacted]

Thank you for bringing this matter to our attention.
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 December 14, 2015, an in-network repair facility updated a claim with [redacted] for the repair of the crank sensor, exhaust and diagnostic. [redacted] approved the cost of this claim under the Vehicle Service Contract for a total of $318.21. On December 21, 2015, the same in-network repair facility advised the vehicle had returned to with additional concerns and suggested the vehicle be taken to an Original Equipment Manufacturer to be diagnosed.

Since the in-network repair facility is a third party vendor, DriveTime is not able to directly comment on the manner in which the repairs were completed. We are investigating this concern with the third party repair facility at this time.

On January 4, 2016, an out-of-network repair facility updated a claim for the repair of the engine control module and wiring harness. [redacted] approved the cost of these repairs for a total of $820.25 under the Vehicle Service Contract.

At this time, if our customer has any additional towing fees that have not already been reimbursed by [redacted], we encourage her to provide paid receipts to our customer relations department via fax at [redacted]. Once received, DriveTime will be able to provide further assistance to our customer.

As an additional 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,
DriveTime Customer Relations
Tell us why here...

February 19, 2016Jasmine HillRevdex.com Ph. (602) 212-2232Fax (602) 263-0997Re: Complaint # [redacted] Dear Ms. Hill,Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On June...

12, 2014, our customer entered into a Cancel Anytime Lease with DriveTime when she leased a 2006 Buick Lucerne. At time of lease, our customer agreed to make bi- weekly payments of $215.42 beginning on June 27, 2014. The Cancel Anytime Lease Contract is attached for your review.On June 30, 2015, DriveTime sent the attached Auto Insurance Notice via certified mail to the address on file. Our customer would need to provide their full insurance policy in order to prevent recovery.On December 7, 2015, DriveTime exercised our contractual right to place the vehicle out for recovery because the vehicle no longer maintained the required insurance placing our customer’s account in default. We had attempted to contact our customer for 45 days prior to placing the vehicle out for recovery. On the Cancel Anytime Lease under the section labeled, “Default, Repossession and Other Remedies” it states:“The following events are of default: … (c) You do not maintain required insurance… If you are in default, after waiting any time the law requires, we may do any of the following…(e) Take (repossess) the Vehicle”On the same day, DriveTime canceled our customers Western Union Portal Pay and all future payments scheduled. This is a common practice when a vehicle is recovered to prevent continued payments. On December 8, 2015, the vehicle was recovered. Later that day, our customer contacted DriveTime in an attempt to redeem the vehicle.On December 9, 2015, our customer provided updated insurance and made payment arrangements for the recovery fees. DriveTime released the vehicle and informed our customer of her next payment due date of December 11, 2015.From January 13 through February 3, 2016, DriveTime made multiple attempts to contact our customer via phone and turned on the buzzer to notify to contact us.On January 20, 2015, DriveTime sent the attached Right To Cure letter Via certified mail to the address on file. Our customer would need to pay $646.26 by January 31, 2016 to prevent recovery.On February 1, 2016, at 37 days past due, DriveTime exercised our contractual right to place the vehicle out for recovery, per the terms of the Cancel Anytime Lease Contract.On February 3, 2016, our customer contacted DriveTime in regards to the recovery of the vehicle. We informed our customer, she would need pay the past due amount of $861.68 plus recovery fees of $300. We advised there may be additional recovery agent fees up to$125.00. Our customer paid in full to redeem the vehicle.On February 15, 2016, we contacted our customer to discuss the before mentioned events and advised the recovery the vehicle was valid. Our customer informed us she was having transmission issues after the recovery of her vehicle. She advised she had taken it to a repair facility and the Vehicle Service Contract was covering it. We encourage our customer to contact us with any additional 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 [redacted]Sincerely,Brodie. HDriveTime Customer Relations Department

On April 18, 2016, our customer contacted DriveTime in regard to mechanical concerns. We encouraged her to contact Aeverex for further...

assistance and to file a claim. That same day, our customer contacted Aeverex with concerns about the vehicle overheating, engine light on in the vehicle, brake noise, and a window concern. Aeverex referred her to an in-network repair facility to have the vehicle diagnosed. Soon after, an in-network repair facility filed a claim with Aeverex for the engine diagnosis; however, the aforementioned repair facility was unable to determine a failing component, and therefore no repairs were documented.
 
On May 2, 2016, our customer contacted Aeverex in regard to the vehicle jerking and engine noise. Aeverex referred her to an in-network repair facility to have the vehicle diagnosed. The next day, our customer contacted DriveTime concerning the repair facility Aeverex referred her to. She stated that repair facility previously was unable to diagnose the vehicle, and had filed a claim that no mechanical issues were found. She expressed concern in regard to returning to that location, and wished to have the vehicle diagnosed at an alternative repair facility. We accommodated her request to change locations and referred her to another in-network repair facility.
 
On May 9, 2016, an in-network repair facility filed a claim with Aeverex for the water pump, coolant, timing cover, valve cover gasket, intake gasket, oil change, cooling system diagnosis. Aeverex approved these repairs in full under the terms of the Driver’s Seat Limited Warranty.
 
On May 20, 2016, our customer contacted Aeverex regarding the cooling system, and a fuel & ignition noise. Aeverex referred her to an in-network repair facility to have the vehicle diagnosed.
 
Please see the attached PDF for the full response.

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns.   DriveTime offers its sincerest apologies for any safety concerns our customer may have had. At this time, DriveTime is awaiting a claim to be initiated through Aeverex. We will continue our correspondence with our customer until we achieve an amicable resolution.   On August 8, 2016, DriveTime informed our customer that she would need to have the vehicle diagnosed at an in-network repair facility. She advised us that the repair facility would need the vehicle for a couple days in order to complete this diagnosis. We offered a locked-in rate for a rental vehicle at $25.99 and rental reimbursement at $25.99 per day so the vehicle may be diagnosed.   On August 10, 2016, our customer informed us that she had taken the vehicle to the in-network repair facility on August 9. We advised her that once the repair facility initiates a claim with Aeverex, we will follow up after reviewing options of possible assistance.

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

On August 06, 2013, our customer entered into a retail installment contract when he purchased a 2005 Subaru Outback. The vehicle came with a 3 year/36,000 mile limited...

warranty administered by Aeverex. I have included the retail installment contract and the limited warranty agreement for your reference.

At time of sale, our customer agreed to make 59 monthly payments of $423.69 and 1 final payment of $423.12, beginning on September 02, 2013.

DriveTime does not compete on price, nor do we hide it. We encourage our customers to research all aspects of their purchase. Our customer had the opportunity to sign and review the following documents:

? Simple Interest Retail Installment Contract

? Limited Warranty Agreement

? Buyer’s Guide

These documents are attached for you review.

All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. The vehicle met DriveTime and Department of Transportation standards.

Our customer reviewed and signed the Important Disclosure, which states on page two, under Vehicle Inspection, that he had an opportunity to inspect the vehicle and is satisfied with it. On page one of this disclosure, it states our customer has five days from purchase to return the vehicle. This document is attached for your review also.

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

    On August 26, 2013, our customer contacted Aeverex and stated he was having mechanical issues. Aeverex referred our customer to a repair facility to have the vehicle diagnosed. 

    On August 27, 2013, a claim was filed by the repair facility stating the vehicle needed a front wheel bearing, splash shield, condenser, reprograming key and refrigerant. The claim was approved or the front wheel bearing, condenser and refrigerant under the limited warranty. The splash shield and reprogramming of the key were declined; as they are non-covered components under the limited warranty. 

    On December 03, 2013, our customer contacted Aeverex and stated he was having mechanical issues. Aeverex referred our customer to a repair facility to have the vehicle diagnosed. There was no claim filed by the repair facility. 

    On March 11, 2013, our customer contacted Aeverex and stated he was having more mechanical issues. Aeverex referred our customer to a repair facility to have the vehicle diagnosed. 

    On March 11, 2013, a claim was filed by the repair facility stating the wheel bearing, cruise switch, axle shaft and axle shaft boot needed to be repaired. The claim was approved under the limited

warranty. The repair facility also advised Aeverex the head gasket was seeping; but not failing.

We have been in contact with our customer and are working towards an amicable resolution. We request that our customer submit all his 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 [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.This complaint has not been resolved as Drive Time has not sent me the check for half of repairs they promised, and it has been two weeks.

Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On April 28, 2011, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2005 Dodge Durango. The vehicle came with a 3 year/36,000 mile...

DriveCare Limited Warranty. Included you will find the Simple Interest Retail Installment Contract and the DriveCare Limited Warranty for your reference.On May 23, 2014, we contacted our customer and came to an amicable resolution. Our customer contacted DriveTime stating her credit trade line was reporting inaccurately as an involuntary repossession. That same day, the credit trade line was updated to reflect the correct account status as a voluntary repossession and a confirmation letter was mailed to our customer.On May 29, 2014, our customer inquired about a settlement for the remaining balance of $8,296.24 on the vehicle. We were able to offer our customer a 15% settlement in the amount of $1,244.00 and would update the credit reporting to a settled charge off. However, our customer declined the offer due to the absence of a positive impact towards her credit report.As a goodwill gesture, DriveTime has sent a $25 American Express gift card to our customer.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,DriveTimeCustomer Relations

July 11, 2014

Revdex.com

Re: Complaint # [redacted]

Dear Ms. [redacted],

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

opportunity to address our customer’s concerns.

On February 11, 2014, our customer entered into a Closed End Motor Vehicle Lease with DriveTime, when she leased a 2006 [redacted] that came with a limited warranty. Included you will find the Closed End Motor Vehicle Lease and the Life of Lease Limited Warranty agreement for your reference.

The Life of Lease Limited Warranty agreement outlines coverage and exclusions. The coil pack is a non-covered component per the Life of Lease Limited Warranty.

On July 9, 2014, we contacted our customer and came to an amicable resolution. At this time, DriveTime has agreed to reimburse our customer for the cost of the repairs ($529.58) as a credit to her account.

As a goodwill gesture, DriveTime has issued a $25.00 credit to our customer’s account.

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

Sincerely,

[redacted].

DriveTime

Customer Relations

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

On October 30, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime, when she purchased a 2009 Dodge Journey. Our...

customer also purchased a 3 year/ 36000 mile service contract administered by Aeverex. Included you will find the Simple Interest Retail Installment Contract and the Aeverex Pre-Owned Vehicle Coverage agreement for your reference.

On July 15, 2014, DriveTime contacted our customer to address her concerns. At this time, we are currently working with our customer towards an amicable resolution.

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

DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [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 February 18, 2014, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2008 BMW 3 Series. Our customer...

also purchased a 5 year/50,000 mile vehicle service contract, administered by [redacted].  Included you will find a copy of the [redacted] Protection Plan Vehicle Coverage agreement for your reference.

On March 24, 2014, our customer called our warranty administrator [redacted] and advised them of issues with the triangular icon, timing belt tensioner and gaskets. Our customer states [redacted] advised her to take the vehicle to [redacted] Tire and Service Center. Our customer did not bring the vehicle to a shop at that time.

On August 21, 2014, I spoke with the customer who stated in March [redacted] insisted that she find an in-network vendor to get a diagnosis allowing the deductible to be $100. Our customer stated she tried to find an in-network vendor to work on her vehicle. The customer stated there were no in-network vendors available to work on European cars. Our customer also claimed her vehicle had the same issues and would like to get them corrected.

On August 21, 2014, we came to an amicable resolution. I advised our customer to find an out of network vendor that works on European vehicles. I have approved to utilize the $100 in network deductible for an out of network vendor. The customer acknowledged and stated she would reach out to [redacted] once she locates a shop to diagnose the vehicle. Once the vehicle is diagnosed, we can review for possible solutions.

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 [redacted].

Sincerely,

[redacted]

Customer Solutions Analyst

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On May 17, 2010, our customer entered into a retail installment contract when they purchased 2006 Kia Optima. Our customer was given two separate documents explaining the...

finance charges and simple interest; these documents, the simple interest retail installment contract and the important disclosures, are attached for your review. On page one of the "Important Disclosures" document, simple interest is as follows: "Your contract is a ‘simple interest’ contract. That means interest is charged each day on the amount you financed with us. When you make a payment, your payment pays interest and then it pays/reduce the amount financed. If you pay late, your contract continues to charge interest. So, when you make your payment late more of your payment has to go to pay the extra interest. This less of your payment goes to pay/reduce the amount financed and it can take longer to pay off your contract with us. We strongly encourage you to make your payments on time!" Customer signed the second page, acknowledging understanding of the statement. It is not DriveTime’s intention to deceive our customers. A detailed explanation of simple interest, complete with examples of how the timing of payments affect the balance is located in the FAQ section of our website. Copies of the contract, Important Disclosures, and MyDriveTime.com FAQs are included with this message. According to our records, the remaining principal balance is $437.67. DriveTime has agreed to waive the remaining principal balance as a token of goodwill for our customer’s valued business. Our customer should receive their title in approximately 14 business days. As a goodwill gesture, DriveTime has mailed a $25 American Express gift card to our customer’s address on file. DriveTime thanks the [redacted] for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [redacted] DriveTime Customer Relations

Dear Ms. [redacted],

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Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
 
On August 14, 2014, our customer entered into a Closed End Motor Vehicle Lease contract when he leased a 2008 Ford Fusion. The vehicle came with a life-of-the-lease limited warranty administered by Aeverex. Included you will find the Closed End Motor Vehicle Lease contract and the life-of-the-lease limited warranty for your reference.
On August 26, 2014, we contacted our customer and came to an amicable resolution.  Our customer had his mechanical issues addressed by an in-network repair facility, and his repairs were fully approved under the limited warranty.
As a goodwill gesture, DriveTime has applied a $25 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.

The statement made that there have been attempts to contact me are false. I have yet to receive any correspondence from Drivetime regarding the issues reported. As stated in my claim there is nothing that can be done to rectify what has happened in my business transactions with Drivetime. I will however continue until contractual obligations have been satisfied but will be immediately be discontinuing business and any future business opportunities with Drivetime. 

Regards,