DriveTime

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

On February 7, 2014, our customer entered into a Cancel Anytime Lease with DriveTime, when she leased a 2007 Nissan Altima. Included you will find the Cancel Anytime...

Lease for your reference.

On May 10, 2014, we contacted our customer regarding her insurance, we advised her the insurance on file was expired. Our customer stated she would contact her insurance company. On May 23, 2014, we received our customer’s updated insurance information.

On July 8, 2014, our customer notified us she was involved in an accident. Our customer stated the vehicle was not insured.

On July 11, 2014, we informed our customer she would be responsible for any towing and impound fees, we also advised our customer she would need to pay $1295 to get into another vehicle. We offered to waive any past due balance.

On July 28, 2014, we contacted our customer and came to an amicable resolution. We agreed to waive her exchange fees of $1,295 and any past due balance.

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

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

Sincerely,

DriveTime

Customer Relations

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

On February 29, 2012, our customer entered into a Simple Interest Retail Installment contract when she purchased a 2005 Chrysler PT Cruiser. The vehicle came with a 3...

year/36,000 DriveCare Limited Warranty. Included you will find the Simple Interest Retail Installment contract and the DriveCare Limited Warranty for your reference.

On August 26, 2014, we reached out to our customer to address her concerns. She informed us she has not driven the vehicle since it broke down 7 months ago, however she has not taken the vehicle in for a diagnosis. She also informed us she had difficulty obtaining insurance due to the vehicle being a flood vehicle. She also stated she wants all money put into the loan refunded to her and return the vehicle.

We advised our customer we need to identify what needs to be repaired. Once we have that information, we can determine how we can assist. This step would go through the warranty, however we were willing to waive the diagnostic fee and deductible as a courtesy. Our customer declined.

To address flood claims, we pulled up the Experian AutoCheck Vehicle History Report from the time of sale. The Report can indicate the vehicle being registered in a storm area, and/or have a water damage record. If any of the items were applicable, these items would be noted in the Vehicle Information section on the Experian AutoCheck History Report. Our customer signed and acknowledged the reporting of a clear history from water damage. We have attached the Experian AutoCheck Vehicle History for your reference. We asked our customer to provide us with the documents the insurance company obtained the flood information from but she declined to send it because the insurance company told her to not to release it to DriveTime.

To address the refund our customer was requesting, we advised a refund of all payments made into the loan is not a possibility. If she decided to return the vehicle, the payments would stay with the vehicle. In addition, to consider the possibility of getting her out of the vehicle, we would need to know what repairs are needed on the vehicle, which our customer declined to do.

At this time, our customer would like DriveTime to apprehend the vehicle as a repossession and not go through the process needed to see what resolution we can ultimately provide.

As a goodwill gesture, DriveTime has sent our customer a $25.00 American Express gift card.

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

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,

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,

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

On October 28, 2013, our customer entered into a Retail Installment Contract with DriveTime, when he purchased a 2005 Jeep Grand Cherokee. The vehicle included a 3...

year/36,000 mile vehicle service contract, administered by Aeverex. Attached you will find the retail installment contract and vehicle service contract agreement for your reference.

We have made several attempts to contact our customer to discuss his concerns, but have been unsuccessful. On October 28, 2014, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform our customer of our attempts to reach out to him. We encourage our customer to contact our Customer Relations department at [redacted], to discuss his concerns.

As a goodwill gesture, DriveTime has mailed a $25 [redacted] to our customers’ address on file.

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

Sincerely,

DriveTime

Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On December 18, 2014, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime, when she leased a 2004 Honda Civic. Included you will find the...

Closed End Motor Vehicle Lease Contract for your reference.  At the time of lease, our customers agreed to make bi-weekly payments of $195.31 and the first payment was due on January 02, 2015, followed by 64 payments of $195.31. On January 16, 2015, the vehicle was recovered for payment default. Please refer to page 2 of the Cancel Anytime Lease, section 11 Default, Repossession, and Other Remedies. "You fail to pay any periodic payment when due or any other amount you owe under this Lease when we ask you for it… Take (repossess) the Vehicle wherever we find it and enter any property where the Vehicle may be to do so…" Later that day, our customer contacted us and stated a recovery agency had pick up the vehicle. We informed our customer, she could redeem if she paid the past due amount $795.48 plus $445.00 for recovery fees. We have made several unsuccessful attempts to contact our customer to discuss her concerns. On January 28, 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. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. We are unable to assist or contact our customer at this time because she has a discharged Chapter 7 bankruptcy and is only able to work with the specialists in our Bankruptcy department. Our customer can contact our Bankruptcy department at ###-###-#### to make necessary payment arrangements. 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

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]

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]

April 24, 2015 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 May 21, 2014, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when he leased a 2007 Mercury Milan. Included you will find the Closed End Motor vehicle Lease Contract for your reference. DriveTime believes customer retention is one of the most important benchmarks of any company. At DriveTime, our success is measured in no small part, on the impressions we leave. Our belief is those impressions greatly impact how our customers remember and express DriveTime to their family and friends. DriveTime offers our customers a Loyalty Referral program. If our customer refers someone to DriveTime, our customer may receive a credit amount based off the number of referrals that purchases a vehicle. On March 20, 2015, our customer was informed there is no record of him referring a customer to DriveTime. He was encouraged to contact the person he referred and the dealership he purchased from to discuss the referral process. On April 15, 2015, we informed our customer that the referral credit information was submitted by the dealership today and a $200 credit would apply to his account within 7- 10 business days. Our customer was encouraged to continue to make his payments on time until the credit posts to his account. On April 21, 2015, we informed our customer that we confirmed his Loyalty credit was submitted correctly on April 15, 2015. We informed our customer it could take up to 10 business days for the credit to apply and we were unable to expedite this process. As a goodwill gesture, DriveTime has applied a $50 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 readdress our customer’s concerns. Without any new information, DriveTime is still unable to accommodate our customer’s request to be transferred into a different vehicle. We apologize for any confusion or inconvenience this matter may have caused.On January 19, 2015, our customer contacted Aeverex with noise concerns. Aeverex authorized our customer to take the vehicle to an out-of-network repair facility for diagnosis, as the closest in-network facility was over three hours away.On February 7, 2015, an out-of-network repair facility filed a claim with Aeverex for struts, a tie rod, alignment, a strut mount, front and rear links, and shocks. A third-party inspector was called in to verify the failures on the vehicle. Aeverex approved the strut, inner tie rod, alignment, and strut mount repairs in full; however, as the inspector was unable to find any failures with the front and rear links or shocks, these latter repairs were denied. No further claims have been filed with Aeverex at this time. All DriveTime vehicles are thoroughly inspected at our DriveTime inspection centers prior to sale. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no need to replace it. At the time of sale, our customer signed a Vehicle Inspection Checklist. On this document under “Important Reminder,” it is stated:“Our focus of the multi-point inspection is primarily the safety and reliability of your vehicle…Please ensure you are comfortable with the condition of the vehicle prior to leasing.”Additionally, on page one of the Vehicle Inspection Checklist under “Maintenance Items,” it is stated:“…These maintenance items are subject to replacement only upon failure of the component...”On May 11, 2015, we contacted our customer and addressed her concerns. We encouraged our customer to take the vehicle to a repair facility to have the current issues diagnosed. Once a claim has been filed with Aeverex, we will review options to assist with any non-covered repairs. 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[redacted]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 compliantEd to Mini Cooper while I was still under warranty Mini Cooper stated that they told the person who inspected the about the smell, they said he you got into the car a sat there for few minutes  a said that he didn't smell nothing, and refused the repair. This refused to give me a copy of the contract as well.    

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 concerns. The actions described in our customer's correspondence are clearly not in keeping...

with DriveTime's set standards of service and support.  DriveTime strives to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respect.On April 2, 2014, our customer entered into a Motor Vehicle Periodic Renewal Lease with DriveTime when she leased a 2007 Chevrolet Trailblazer. Included you will find the Motor Vehicle Periodic Renewal Lease for your reference.  At time of lease, our customer agreed to make 64 bi-weekly payments of $234.30 beginning April 14, 2014. Our customer elected to take advantage of the Auto Pay service, allowing her payments to be withdrawn automatically from her bank account. With the Auto Pay service, our customer’s accounts receive a $12 credit for each reoccurring payment made in this manner. Our customer’s normal payment is $234.30, however with the $12 credit, the total amount due is $222.30.On May 12, 2014, our customers payments increased to an amount of $235.39 due bi-weekly. The reason for this increase was a tax adjustment charged by the county in which she resides. Our customer bi-weekly payment increased by $1.09 while the Auto Pay deduction remained constant. On page 3, under section “Registration, Parking Tickets and Taxes” in the Motor Vehicle Periodic Renewal Lease it states:“You must pay when due or reimburse us if we pay for all government charges, fees and taxes (other than our income taxes) whether assessed on you, us, or the Vehicle… You must pay personal property taxes, or similar taxes assessed on the vehicle, whether you are billed for them by the government or whether we pay them and bill you for them or include the amount of such taxes as part of your periodic payment.”Since our customer’s bi-weekly payment increased by $1.09 per bi-weekly installment and the amount deducted from the Auto Pay service remained constant, our customer’s account became delinquent. We have attached a copy of our customer’s payment ledger for your reference. DriveTime has attempted to contact our customer multiple times in order to reach an amicable resolution. We encourage our customer to contact our Customer Relations Department at ###-###-####.  As goodwill gesture, we have credited our customer’s account $25.79 to waive the current delinquency balance of the 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] *. DriveTimeCustomer 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 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

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

August 14, 2015 [redacted]Revdex.comPh. [redacted]Fax [redacted]  Re: Complaint # [redacted] Dear [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns On July 3, 2015, our customer contacted [redacted] with concerns about a noise when backing the vehicle up. [redacted] referred our customer to an in-network repair facility to have the vehicle diagnosed. On July 6, 2015, an in-network repair facility filed a claim with [redacted] for the accessory drive-belt tensioner, lower ball joints, upper control arms, brake pads, rotors, and brake diagnosis. [redacted] approved all repairs and diagnostic fees in full under the terms of the DriveCare Limited Warranty. On July 10, 2015, DriveTime’s Customer Relations department contacted our customer in response to concerns she had voiced about non-covered repairs that were needed on the vehicle. We advised we would review an estimate for possible assistance, then contacted [redacted] and advised them to accept an upcoming claim for a broken grill and door. Later that day, our customer contacted [redacted] about the above-mentioned grill and door. [redacted] referred our customer to an in-network repair facility to have the vehicle diagnosed; however, no claim was ever filed with [redacted] in regard to this matter. On July 13, 2015, our customer contacted [redacted] with concerns about a tire issue, rust under the vehicle, and the steering wheel vibrating. [redacted] referred our customer to another in-network repair facility to have the vehicle diagnosed. That day, an in-network repair facility called a claim into [redacted] for the left-rear caliper. [redacted] approved all repairs and diagnostic fees in full under the terms of the DriveCare Limited Warranty. On July 20, 2015, our customer contacted [redacted] about a no-start issue with the vehicle. [redacted] encouraged our customer to have the vehicle towed to an in-network repair facility for further diagnosis. On July 22, 2015, an in-network repair facility filed a claim with [redacted] for the steering column and steering diagnosis. [redacted] approved all repairs and diagnostic fees in full under the terms of the DriveCare Limited Warranty. On July 23, 2015, we contacted our customer and attempted to address her concerns. At that time, our customer advised the vehicle was operating well. We advised our customer to contact [redacted] if any further mechanical concerns with the vehicle were to arise. Without any new information, we are still unable to accommodate our customer’s request for DriveTime to lower the price of the vehicle. However, if our customer is still experiencing issues with the vehicle, we encourage her to contact [redacted] at [redacted]. Once a claim has been filed, if any repairs are not covered under the terms of the DriveCare Limited Warranty, we will review potential options to assist. Likewise, we encourage our customer to contact our Customer Relations department with any further questions or concerns at ###-###-####.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]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 April 3, 2015, our customer entered into a Simple Interest Retail Installment Contract...

with DriveTime when she purchased a 2009 Toyota Corolla. 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 at our DriveTime inspection centers prior to sale. 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 April 30, 2015, our customer contacted Aeverex about a brake noise concern. Our customer informed Aeverex that she had purchased brake pads for the vehicle. Aeverex encouraged our customer to send in the receipts for these brakes to be reviewed for possible reimbursement. On May 18, 2015, our customer emailed the receipts for the brake pads to Aeverex. Aeverex advised our customer that they would send a reimbursement check for $153.04 to our customer’s address on file to compensate her for her out-of-pocket repair costs.On May 25, 2015, our customer canceled the Vehicle Service Contract through Aeverex.We have made multiple attempts to contact our customer and address her concerns, but we have been unable to reach her. At this time, no additional mechanical concerns have been brought to our attention. If our customer is experiencing additional issues with the vehicle, we encourage her to contact DriveTime’s Customer Relations department at 800-965-8043.We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has applied a $25.00 credit to the principal balance of 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

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...

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)

On June 10, 2016, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2009 Buick Lacrosse. The vehicle came...

with a 30-day/1,500-mile DriveCare Limited Warranty, administered by Aeverex. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. Attached you will find the Simple Interest Retail Installment and the DriveCare Limited Warranty for your reference. DriveTime does offer the option to return the vehicle to all of our customers. Please reference page 1 of the Retail Purchase Agreement, which will be attached, subsection Vehicle Return Program (VRP), it states: “We will give you the ability to return the Vehicle to DriveTime and terminate this retail purchase agreement so long as you return the Vehicle: 1) To the DriveTime dealership where you purchased it within five calendar days (excluding the date of purchase, Sundays, and days DriveTime is closed for holidays),…” Later that day, our customer participated in the VRP. Our dealership submitted all the proper documentation but because our Special Handling team does not work during the weekends, this would not be processed until Monday, June 13.   On June 14, 2016, we spoke with our customer in attempt to address his concerns. We informed him we are having the check expedited and overnighting to his address on file. We advised him we would contact him to provide the tracking number once available.   On June 16, 2016, the check for $4,000.00 was delivered to our customer’s address on file.   We apologize for any confusion or inconvenience this matter may have caused. As a good-will gesture, DriveTime has sent a $25.00 [redacted] gift card to our customer’s address on file.