DriveTime

I am reaching out to you regarding Mr. [redacted] concerns, I see he has rejected our offers. I have attached the photos Mr. [redacted] provide us of the cosmetic issues for your review. These cosmetic issues don’t affect the drivability or safety of the vehicle. Mr. [redacted] signed a Vehicle Delivery Checklist acknowledging he understood the vehicle meet our standards and we focus on the safety and reliability of the vehicle. He also signed acknowledging he was purchasing a vehicle with potential minor cosmetic issues; therefore, we will not be offering to cover these minor cosmetic issues. Mr. [redacted] could have utilized the Vehicle Return Program which gave him the ability to return the vehicle to DriveTime and terminate the Simple Interest Retail Installment Contract. To participate in the vehicle return program, Mr. [redacted] could have had to return the vehicle to the dealership within five calendar days for any reason. At no point in our conversation with Mr. [redacted] did we advised we would pay to fix these cosmetic issues. We only offered to review for options.  At this time, we are offering the following resolutions: 1) The option to exchange vehicles. We encourage our customer to contact us, if he chooses to take advantage of this offer. 2) A Full Settlement and Release of Claims (required to sign): DriveTime agrees to:· Waive deficiency balance of $19,886.74· Delete trade line from all three (3) major Credit Bureau reporting agencies· Payment/reimbursement to our customer in the amount of $800.00 In exchange, Customers agrees to:· Release possession of vehicle to DriveTime We encourage Mr. [redacted] to contact us at ###-###-####, if he chooses to take advantage of one these offers. These offers are good until April 30, 2015. These offers may not be extended or offered again in the future after April 30, 2015. As we can’t guarantee that any used motor vehicle will not have minor cosmetic issues as stated in the Vehicle Delivery Checklist.   If you could please assist in communicating this information to Mr. [redacted], we would greatly appreciate it.  I will also be submitting a response. Please let me know if you have any questions or need additional information. Thank You[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 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

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

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],
 
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

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

Dear Ms. [redacted],Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concernsOn July 23, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2009 GMC Acadia. Our customer’s vehicle came with a 30 day/1,500 mile DriveCare Limited Warranty, administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and DriveCare Limited Warranty for your reference.DriveTime offers a Vehicle Return Program, which 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 the vehicle to the dealership where they purchased within five calendar days. Attached is the Retail Purchase Agreement for your review.On July 27, 2015, the third business day after purchase, a repair facility filed a claim with Aeverex for an engine control module. Aeverex approved these repairs in full under the terms of the DriveCare Limited Warranty.On July 28, 2015, our customer contacted DriveTime about her mechanical concerns. She inquired into options for returning the vehicle and receiving assistance for out-of-pocket expenses she had paid for a battery. We informed our customer the process for utilizing the Vehicle Return Program and advised her we would review her out-of-pocket receipts for reimbursement. Our customer then returned the vehicle to DriveTime and terminated her Simple Interest Retail Installment Contract.On July 29, 2015, we issued our customer a reimbursement check for $181.54 for the battery that she had purchased.On August 11, 2015, our customer contacted DriveTime’s Customer Relations Department about the refund for her down payment. She verified that the refund for the battery had been received; however she had still not received the refund for her down payment. We confirmed that our customer had used a debit card to make her down payment. Page 2 of the Retail Purchase Agreement explains the refund timeframe of the Vehicle Return Program as follows:"If I paid my down payment by check or debit card, you will pay me and/or return my trade in by… 15 business days after my purchase of the vehicle."We informed our customer that we would have this check cut in house and shipped priority overnight via Federal Express.On August 13, 2015, we contacted our customer to notify her that the check had been cut and shipped. We advised her that the check was expected to arrive at the DriveTime dealership where she purchased the following day.On August 15, 2015, the check was delivered to the dealership and our customer retrieved it. We contacted our customer and determined she was satisfied with this resolution. We ended our correspondence on amicable terms.We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has mailed a $25.00 American Express gift card to our customer’s address on file.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.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.Thank you for all assistance that have been provided through today. I received the Revdex.com response on April 21, 2015 and will address all issue in order.The January 2, 2014 "Purchase" Issue: When I purchased this "Power Train Protection Coverage as reccomended by the "Salesperson", at the price of: $2,695.00, I was not with the understanding that I had no real coverage. I now find that this is not a full service "Extended Coverage Protection Package" and is/have asked that: Drive Time, Inc., removed this coverage from this loan and there is a problem.I am being told that I have to submit this request to: Aeverex for this request to be processed. I have made no contact with Aeverex when I contracted to purchase this vehicle and should not have to negocate this issue now. Issue #2: On January 29, 2015, I contacted Drive Time and was advised to contact Averex and was given their contact number. No claim was filed because this company did not cover anything that was on the list of suggested repairs at the time. If this vehicle had been fully checked before being sold, it would not have needed a "Tune Up" in fourteen (14) months after purchase; (2). Front Tire Sensors - light has been on every since I have had the vehicle and is still on; (3). I am requesting that I be provided a copy of: The Full System Service Check List, unless this company wants to pay for this as suggested by: [redacted].Issue #3: February 6, 2015 & March 31, 2015: I was advised to take this vehicle back to [redacted] for a "Full Diagnostic Evaluation and submit a Claim". I did at my cost of $90.00 waisted, filed a claim and the results are still the same. Averex warranty is not coverage that this company needs to be reccomending/adding on to/suggesting that customer purchase/add on the their vehicles. My question is: During the life of this company pushing the Averex Coverage, how many "Claims" have they paid/accepted and with what timeline?Summary: First, I am enjoying my vehicle. Next, I know that 21.6% interest is high but I accepted this interest rate. I am not complaining about the interest. My issues are: The Company not being truthful about the: (1). Passenger seat frame; (2). Passenger door panel; and (3). Front Tire Sensors. Plus the removal/credit of Averex Coverage, is what I am asking to be covered by: Drive-Time, Inc.My $90.00 is also being requested to be reimbursed. Drive Time knew that this company was not going to pay for anything on this recent: Diagnostic Test, done by [redacted]. My final request:1. [redacted] - offered on April 17, 2015, that I agree to pay: $527.08 on/by: May 5, 2015........I agree to this amount of payment;2. This payment leaves a pass due balance of $443.54..I agree; 3. I opt not to defer remaining: $443.54 payment but allow me to pay this amount at: $528.54 per month (without daily phone call) until this $443.54 is pain in full;4. That this company cover: $598.33, for the repairs for the door panel;5. That this company cover: $657.95, repairs;6. Again: remove/credit the $2,695.00, and provide me with the amount of credit allowed and the balance of the "LOAN" after all is finalized.Finally: All request are being asked for the repairs be approved/paid for immediately. Please not that I am upside down in this car and the only offers are to start from scratch. That is something that I do not want to do. I will be reccomending another customer to purchase a car from your company within the next one to two months, from your [redacted] Location.Issues at hand:(1). The two seats: the passanger & drivers seats falling apart;(2). Service Light still coming on and off;(3). Other issues listed on the repair list from [redacted];(4). A $2,695.00 - Powertrain Protection Coverage;(5). 21% Interested that is not listed on the Sales Gap Addendum;(6). Black Book - Buy Back Offer from: [redacted];(7). A Monthly Payment of $443.54;(8). I am now: Upside -Down in this car. I awaite on your decision.Regards,[redacted]

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

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,

Re: Complaint # [redacted]Dear Ms. [redacted],Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concernsOn October 1, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she...

purchased a 2007 Toyota Camry. Our customer opted to purchase a 5 year/50,000 mile Vehicle Service Contract (VSC), administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference.All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no need to replace it. Page one of the included 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:"…Maintenance items are subject to replacement only upon failure of the component. After sale, these routine maintenance items are the responsibility of the vehicle owner..."At the time of purchase, our customer signed and reviewed the Vehicle Service Contract, which states, under subtitle Exclusion-What this Vehicle Service Contract Does not Cover:"All parts not specifically listed as Covered Parts are not covered under this contract. These include but are not limited to… batteries, battery cables…"On July 23, 2015, our customer contacted Aeverex regarding her battery concerns. She inquired if they could cover a piece that had fallen off the battery. Aeverex advised her the item was not covered under the VSC.At this time, we are unable to accommodate our customer’s request for DriveTime to assist with her battery repair/replacement. We have made several unsuccessful attempts to contact our customer to discuss her concerns. On July 29, 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 better address her concerns.We apologize for any confusion or inconvenience this matter may have caused. 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 ###-###-####.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 have spoken to several representatives about changing my car note due date to match my pay schedule, and I was told by 1 representative told me that he would change it. To this day, my due date for my car has not changed, I have to call in everytime to change the date to my pay date. Recently I informed several representatives that I was waiting for my paycheck to come in the mail before I could make the payment. So I called again because I haven't received my check yet, I have been communicating with DriveTime so that they would know that I am planning on sending in my payment. Each day I speak to a representative I am told something different. I have been told my car was pending repossession 3 times, then I was told my car wasn't in the stage of pending repossession 2 times. Also when they repossessed my car the last time, me and the repossession company called DriveTime to reactivate my car, and they was not able to reactive my car. The set of keys that came with my car is now deactivated and I am not allowed to use my original keys. DriveTime wants me to pay for my keys to get reactivated, but im not the one who deactived my keys so I shouldn't be responsible for it. Also it took them almost a week to turn that annoying noise off in my car. But today on 9/30/2014 I made a payment of $100 to go toward my note, and told them im waiting for my check and I will have it no later then 10/2/14. Could they take my car off pending repossession. They told me no, and that I should take my car back, and even with the payment I made they will still repo my car. I have called and left several voicemails for Susan in the customer relations department and she has not returned my phone call back. If my car get repossessed after I made a payment I will take DriveTime to court and will write a news story about why people should buy cars from them. The customer service representatives were very rude and disrespectful, I left messages for supervisors that were never available, and to this day I haven't received a phone call back.

I have been dealing with this crappy business and crappy car for way to long. Car was shutting off when I first got the car, the staff don't return phone calls. They sent me a little $50.00 American Express card due to my problem with my oil change. But now that I am dealing with their lack of customer service, they will need to offer something better than $50.00. And they need to change my payment schedule to match my current pay schedule.

Regards,

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]

Re: Complaint #[redacted]

To Whom It May Concern:

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns.
On January 11, 2016, DriveTime contacted our customer in an attempt to address her concerns and reach an amicable resolution. DriveTime advised her to arrange transport of the vehicle to an Original Equipment Manufacturer (OEM) for further diagnostic, as the previous repair facility was unable to repair the mechanical concerns on the vehicle. DriveTime advised our customer that we would make an exception and cover one (1) hour of diagnostic fees and authorize the repairs needed on the vehicle at the OEM. In exchange, our customer would need to make a payment to DriveTime, in the amount of $1,247.92, and cure the past due balance on the account. Our customer was not satisfied with DriveTime’s offer for assistance.
On January 13, 2016, DriveTime contacted our customer again in efforts to come to an amicable resolutions with our customer. Our customer stated that she no longer wanted the vehicle and would not be curing the past due balance on the account.
If Ms. [redacted] opts to abandon the vehicle at the repair facility, DriveTime will proceed with its contractual option to recover the vehicle. DriveTime will not pursue any deficiencies owed to us by Ms. [redacted] and there will be no adverse credit reporting.
Without any further information, DriveTime is still unable to refund our customer the down payment placed on the vehicle as this will be retained for use of the vehicle.
We apologize for any confusion or inconvenience this matter may have caused. We encourage our customer to contact our Customer Relations Department 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].

Continued… (Full version provided to the Revdex.com)

January 28, 2016

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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 January 24, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2006 Jeep Commander. Our customer also purchased a 5 year/50,000 mile Vehicle Service Contract, administrated by Aeverex. Attached you will find the Simple Interest Retail Installment and Vehicle Service Contract for your reference.
 
On November 20, 2015, an out-of-network repair facility updated a claim with Aeverex for the repair of the engine, oil and coolant. Aeverex approved the costs of these repairs for a total of $4,728.48 under the Vehicle Service Contract.
 
On January 22, 2016, DriveTime contacted our customer to reach an amicable resolution. We advised our customer if she was still experiencing mechanical concerns with the vehicle to have the vehicle diagnosed at a repair facility and a claim updated with Aeverex. Once an updated claim was submitted, DriveTime would be able to review for further assistance.  In addition, we advised our customer we could reimburse up to $75.00 for towing of the vehicle, but we would not be able to assist up front because of the delinquent status of the account. 
 
At this time, no updated claims have been called into Aeverex. We encourage our customer to obtain an updated estimate on the vehicle to review for further assistance.
 
As a good-will gesture, DriveTime applied a $25.00 credit to our customer’s principal balance.
 
Sincerely,
DriveTime Customer Relations
Tell us why here...

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 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

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

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.

They did not credit me anything and have failed to acknowledge my requests for them to fix the transmission issues with this vehicle. Of course I could cancel my cancel anytime lease but I put a lot of money into this vehicle and I am not just going to throw it away. They need to provide a quality vehicle that passed their vigorous inspection like stated in all their ads, the car they gave me should have never been able to pass standards with the amount of issues I have had with it from day 1. I don't think I'm asking too much to receive the quality car I pay for. 

Regards,

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.