DriveTime

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On December 21, 2012, our customer entered into a Retail Installment Contract when she purchased a 2002 Ford Windstar. Attached you will find a copy of the Retail Installment...

Contract for your reference.On September 16, 2014, DriveTime contacted our customer to discuss her concerns. At this time, DriveTime has agreed to give our customer a two payment deferment to assist in bringing the account current.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,DriveTimeCustomer 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 advised them that I am not happy with the dealership service and it is the worst I've ever had. And what they are saying about saying no to, is not what was discussed in our conversation. I also informed the gentleman of my hours working and to get car to mechanic I need accommodated. At this time for my inconvenience with this car I need better resolution. A $25.00 credit towards principal balance when the car has had problems since week one is hurtful when  I'm a paying customer. 

Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On June 9, 2012, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she financed a 2008 Pontiac G6 for $17,131.85. Attached you...

will find the Simple Interest Retail Installment for your reference. 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: - Buyer’s Guide - Retail Purchase Agreement - DriveTime’s DriveCare Limited Warranty - What you need to know about financing a vehicle with Drivetime - Simple Interest Retail Installment Contract Included you will find a copy of the above referenced documents for your review. Our customer also noted her concerns in regards to credit reporting. DriveTime has temporarily ceased credit reporting to all three major credit bureau agencies. The cease is due to required system enhancements taking place in the manner DriveTime reports to the credit bureaus. We anticipate these enhancements will be completed no later than the beginning of March. We apologize for any confusion or inconvenience this may have caused. DriveTime understand the importance of building and maintaining a credit score. We also understand the importance of accurately reporting credit activity and that is why DriveTime has made the effort to complete these system enhancements.We have made several unsuccessful attempts to contact our customer to discuss her concerns. On February 11, 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 ###-###-####, to discuss her concerns. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principal balance. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns. In October of 2014, DriveTime received notice that our systems in which we were reporting to the credit bureaus required necessary updates. All current and past reporting at that time was purged to comply with the Fair Credit Reporting Act. At this time, we have completed the necessary updates with [redacted] and [redacted]. Both credit bureaus have confirmed they have begun uploading our customers’ account information for public viewing. We anticipate the enhancements with [redacted] will be completed no later than the end of April. 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 our customer’s concerns. On February 16, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2011 Chevrolet Impala. Attached you...

will find the Simple Interest Retail Installment Contract for your reference. On January 31, 2015, the account was at 104 days past due and “charged-off” due to non-payment. On February 12, 2015, our customer’s vehicle was sent out for repossession; this was put on hold when an arrangement was made for our customer to pay $1,200 towards her DriveTime account. The payment had to be received by March 27, 2015 to be able to keep the vehicle, even though she was past due $2,400. Our customer made the necessary payment within the allotted timeframe.  On March 24, 2015, our customer called in regarding her DriveTime account not being reported to her credit, stating she received a letter in the mail about DriveTime’s cease in credit reporting. She also advised that this was the reason we were unable to locate her account throughout the month of February. We advised that our customer placed a full cease and desist on her account on December 23, 2014, thus we have been unable to contact her. We also informed our customer that our credit reporting is in the process of being reinstated. DriveTime has temporarily ceased credit reporting to all three major credit bureau agencies. The cease is due to required system enhancements taking place in the manner DriveTime reports to the credit bureaus. We have completed the necessary updates with Experian, and they have uploaded our customers’ account information for public viewing. We anticipate the enhancements with the other two agencies will be completed no later than the end of April. This is why our customer can see her account reporting as a “Charge-Off” to one credit bureau and cannot see her account reporting to the other two bureaus. We apologize for any confusion or inconvenience this may matter have caused. As a goodwill gesture, DriveTime would like to provide our customer with a $25.00 American Express gift card. However, in order to be legally authorized to reach out to our customer, we encourage her to contact us at ###-###-#### and lift the full cease and desist on her 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,DriveTimeCustomer Relations

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

Regards,

May 20, 2015

[redacted] Revdex.com [redacted]

[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 April 30, 2015, our customer entered into...

a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a 2008 Chrysler Town and Country. All lease vehicles come with a Life of Lease Limited Warranty, administered by [redacted]. Included you will find the Closed End Motor Vehicle Lease Contract and the Life of Lease Limited Warranty Contract for your reference. On May 6, 2015, a repair facility contacted [redacted] and recommended the following repairs: ? Transmission Fluid ? Pan Gasket for the Transmission ? Radio replacement ? Front Calipers ? Rear brake pads ? Brake Fluid [redacted] approved all recommended repairs under the Life of Lease Limited Warranty. On May 15, 2015, our customer contacted DriveTime and informed us her vehicle was involved in a total loss accident. We informed our customer she would need to continue to make her payments until the vehicle is deemed a total loss. We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has sent a $25.00 gift card to our customer’s address listed 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 800-965-8043. Sincerely, Jacelynn S. DriveTime Customer Relations

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution was satisfactory to me.  I have attached a copy of the Loan Modification I signed per my agreement with [redacted].  When it has been processed (with no late penalty to my account) I will consider this matter fully resolved.Thank you for the quick response time! 

Regards,

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 October 23, 2013, our customers entered into a Simple Interest Retail Installment Contract with DriveTime when they purchased a...

2010 Honda Accord. Attached you will find the Simple Interest Retail Installment Contract for your reference. 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 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.DriveTime has found a resolution to report accurately for accounts that have had a previously dismissed bankruptcy. This update should reflect on our customer’s credit reporting within 30-90 days.  We will be reinstating these trade lines with Experian, Equifax and TransUnion once the process is completed.On August 24, 2015, we reached out to our customer and came to an amicable resolution. We advised our customer we would submit a request a manual update to his information and informed him of the 30-90 day timeframe. The customer was pleased with this resolution and considered the matter resolved.We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has applied a $25 credit to our customer’s principle 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

[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,

[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,

January 21, 2016

justify;">
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.

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, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2009 GMC Arcadia. 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 15, 2016, our customer contacted [redacted] with concerns that the vehicle was riding rough. [redacted] suggested that our customer take the vehicle to an in-network repair facility to be diagnosed.

The next day, our customer contacted DriveTime to advise of the same concerns. We encouraged our customer to have an in-network repair facility update a claim with [redacted] for review.

On January 19, 2016, an in-network repair facility updated a claim with [redacted] for the replacement of the spark plugs on the vehicle. [redacted] advised that these components are non-covered under the Vehicle Service Contract.

Later that day, DriveTime contacted our customer to reach an amicable resolution. We advised our customer that DriveTime would make a one-time good will exception to the Vehicle Service Contract to cover the cost of the spark plugs for a total of $315.90.

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.
Sincerely,

DriveTime Customer Relations
Tell us why here...

On January 18, 2016, at 21 days and $329.51 past due, the vehicle was recovered. On the same day, DriveTime received a recovery payment of $629.11. The payment was applied to our customer’s account, and it was later distributed between the $300.00 side note created for the recovery fee and her delinquency balance.
On April 13, 2016, DriveTime contacted our customer and attempted to address her concerns. We advised that we understood the confusion the process of allocating recovery fees could cause and had therefore applied a $139.81 goodwill credit to her account. She stated she would consider this gesture and would contact DriveTime the following day.
On April 14, 2016, our customer contacted DriveTime to advise she would accept the credit of $139.81, but would also like a payment of $193.07 credited to her account. Later that day, we reached out to our customer and advised her that the credit of $139.81 was intended as a goodwill gesture for the confusion caused by our process of allocating recovery payments, and we would therefore be unable to credit an additional $193.07 to her account. Our customer expressed dissatisfaction with the information we provided and advised she would continue to pursue the matter until she had reached her desired resolution.
On April 22, 2016, we contacted our customer and addressed her concerns. We advised that after further review of the confusion that had occurred from allocating the recovery payment, we would be willing to credit her account a full periodic bi-weekly payment of $193.07. Our customer was satisfied with this resolution, and we ended our correspondence on amicable terms.

July 1, 2016
 
Revdex.com
Attn: Jasmine Hill
Ph. (602) 212-2232
Fax (602) 263-0997
 
Re: Complaint#: [redacted]
 
Dear Jasmine Hill:
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns.
 
On June 22, 2016, DriveTime contacted our customer to address his concerns. Our customer advised that he had an appointment to take the vehicle into a repair facility the following Monday, June 27, 2016 for diagnostic. DriveTime advised him that we would request an estimate for any non-covered components and review for possible assistance. DriveTime also advised him to submit any receipts for out-of-pocket expenses to DriveTime for review. Our customer understood and the call was ended on amicable terms.
 
On June 27, 2016, DriveTime received an email from our customer indicating that he had taken the vehicle into a repair facility for diagnostic and was still having engine concerns. However, no estimate or receipts have been provided. 
 
On June 30, 2016, DriveTime contacted our customer and encouraged him to take the vehicle into an in-network repair facility so we may proceed with reviewing for options to assist him. Our customer understood and stated he would make an appointment to have the vehicle diagnosed.
 
Currently, no updated claims have been filed with Aeverex in reference to the continued mechanical concerns on the vehicle. We encourage our customer to contact our Customer Relations department at (800) 965-8043 once a claim has been filed with Aeverex for the repairs needed, so we may better address his concerns.
 
We thank the Revdex.com for their ongoing support and allowing DriveTime the opportunity to re-address our customer’s concerns. Should you have any additional questions or concerns, please contact us at [redacted] for further assistance.
 
Sincerely,
 
Diana C.
Customer Relations
Ph. [redacted]

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 still do not feel that everything was handled appropriately and in reading the contract it states that if a payment is late, that a late fee would occure.  I tried to explain this to Drive Time, that I understood that there would be a late fee added to the late payment, but they were still unwilling to work with me.  I have received a check in the amount of $600.00, which I still do not think is a resonable settlement considering they kept $2000.00.  I have been told that it is Drive Time's policy to keep any down payment in the amount of $2000.00 or less, which is no where's in writing.

I'm still insisting that Drive Time refund the total amount of $1850.00, of which $600.00 has already been received.  This allows Drive Time to still be compensated for a month and a half of payments, which I think is very fair.  Drive Time received the car back in better shape than they did when they sold it to me on November 2, 2013.  When I had issues with the tires I contacted the dealership I purchased the car from and then was referred to the warranty department.  There should be documentation where I contacted both areas within the first 13 days after purchasing the car.  As for the [redacted] gift card in the amount of $25.00, this has  not been received and does not make me feel better.  Drive Time states that this is a kind gesture, which to me it is like a slap in the face.  I would like to be provided with the amount the car I purchased was sold at auction after it was recovered from me.  Drive Time states that they do not put any car that is recovered back on their lot for resale.  I would like proof of this practice from Drive Time.

Any assistance you can provide, would be greatly appreciated.

 

Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On November 27, 2013, our customer entered into retail installment contract when she purchased a 2008 Nissan Altima. The vehicle came with a 3 year/36,000 mile service...

contract administered by Aeverex. The retail installment and vehicle service contracts are included for your reference. On February 28, 2014, our customer contacted Aeverex regarding a window issue and TPMS (Tire Pressure Monitor System). Aeverex referred her to a repair facility for diagnosis. To date, no claim has been filed. We attempted to contact our customer, but have been unsuccessful. Once a claim is filed, we will review for further assistance. We encourage our customer to contact us at 480-813-5227 to address her concerns. As a goodwill gesture, DriveTime has credited $25.00 principal balance payment 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 800-965-8043. 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 keep returning [redacted] phone calls to only get her voicemail. I took my vehicle to the out of network facility on April 18th due to the first shop had me there for hours and still had not done the work needed on my vehicle. Yet again the same issue that should of been repaired on April 3rd I had to have done and be without my vehicle for 5 days and pay out of pocket for a rental vehicle and out of network fee for a repair that should of been fixed the first time I took the Durango into the shop. This is ridiculous and the least bit disrespectful because I lease a vehicle to provide me transportation.  The vehicle has been in the shop every week since I've had it. I have to pay for an exchange and a rental just to get around so my vehicle can be repaired correctly.  This is horrible service and to have shops in your network that can't repair cars is a setup for failure.  I want my money back for the deposit and the rental $25 is not going to do anything. I am disappointed and I contacted Mrs. [redacted] and left her several voicemails. I will attempt to contact her today again. I am not making a payment until this issue is resolved . I was still within my 30 days when I took my car into aeverex and since the same issue was not repaired the first time I shouldn't have to pay all these fees. I need to be compensated.  

Regards,

Dear Ms. [redacted],
 
Thank you for...

bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.  
On January 18, 2014, our customer entered into a retail installment contract when she purchased a 2010 Ford Fusion. Included you will find the retail installment contract.
On May 2, 2014, we reached out to our customer, and we are currently working 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 ###-###-####.
 
Sincerely,
DriveTime
Customer Relations

May 22, 2014 Lyndsey Mullens Revdex.com Ph. ###-###-#### Fax ###-###-#### 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....

On April 8, 2013, our customer entered into a simple interest retail installment contract when she purchased a 2007 Kia Optima. The vehicle came with a 3 year/36,000 mile limited warranty, administered by [redacted]. Included you will find the simple interest retail installment contract and the limited warranty agreement for your reference. A timeline of our customer’s repair history is as follows: ? On April 9, 2014, our customer brought her vehicle into a repair facility to diagnose issues she was experiencing with the vehicle. The repair facility diagnosed the engine as faulty and performed a motor replacement. The cost of the repair was fully covered by the limited warranty. ? On April 28, our customer returned her vehicle to the repair facility due to issues she was still experiencing with her vehicle. The repair facility diagnosed the speed sensor and transmission control module as needing to be replaced. The cost of the transmission control module was     covered by the limited warranty and the cost of the speed sensor was paid for by the repair facility. ? On May 5, our customer returned her vehicle to the repair facility for similar issues with her vehicle. The repair facility recommended the transmission be rebuilt. The repairs were covered by the limited warranty. ? On May 12, our customer brought her vehicle back to the repair facility for recurring issues with the transmission. The repair facility performed repairs on the transmission wiring harness and replaced the transmission sensor. The cost of the repairs was paid for by the repair     facility. When this claim was filed, the vehicle had been driven 23,071 miles since purchase. On May 14, Drivetime contacted our customer to address her concerns. Our customer advised that she was waiting to pick up her vehicle from the repair facility. On May 15, our customer’s vehicle was still having issues after picking her vehicle up from the repair facility. She brought her vehicle to a DriveTime dealership to show a representative that the issues were still present in her vehicle. Later that day, we contacted our customer and informed her she would need to bring the vehicle back to the repair facility to address any issues related to repairs made. To date, our customer has not brought her vehicle back to the repair facility. As a courtesy, DriveTime has applied a credit to our customer’s account in the amount of $303.26, the amount of two bi-weekly payments, for the time she has been without use of her vehicle. At this time, we are still working with our customer to reach 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 ###-###-####. 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.Currently, I have viewed the information on the Revdex.com.org website...the response made by drivetime. The information that was posted as a response from them is not correct. I wrote you about a Volvo S40......Not A Nissan Altima....They Contacted me via cell to address the complaint that was filed be me at the Revdex.com.org....and yet the send this bogus response that is not me. Again, they are being rude, and is only wasting time. I would like this to be resolved ASAP!!! They Sold Me a lemon and I have documentation of all the receipt paid and quotes of repairs needed. 
Regards,[redacted]