DriveTime

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 Our customer elected to take advantage of the Auto Pay service, allowing her payments to be withdrawn automatically from her bank account.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

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,

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

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

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.This complaint has not been resolved as Drive Time has not sent me the check for half of repairs they promised, and it has been two weeks.

Regards,

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

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.

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

January 21, 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 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...

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 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

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

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

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

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

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

? Simple Interest Retail Installment Contract

? Limited Warranty Agreement

? Buyer’s Guide

These documents are attached for you review.

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

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

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

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

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

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

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

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

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

We have been in contact with our customer and are working towards an amicable resolution. We request that our customer submit all his receipts for review for possible assistance.

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

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

Sincerely,

DriveTime

Customer Relations

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

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,

[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,

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

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

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

[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,