DriveTime

Re: Complaint # [redacted]

Dear Ms. [redacted],

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

On March 10, 2014, we contacted our potential customer and reached an...

amicable resolution.

As a goodwill gesture, DriveTime has mailed our potential customer a $50.00 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].

 

Sincerely,

DriveTime

Customer Relations

April 30, 2014

Lyndsey Mullens

Revdex.com

Ph. ###-###-####

Fax ###-###-####

Re: Complaint # [redacted]

Dear Ms. Mullens,

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

opportunity to address our customer’s concerns.

On April 1, 2014, our customer entered into a retail installment contract when she purchased a 2008 [redacted]. Our customer purchased a 3 year/36,000 mile limited warranty. Included you will find the retail installment contract and the limited warranty agreement for your reference.

On April 7, 2014, our customer contacted [redacted]; the administrator of her vehicle’s limited warranty, and reported several issues she noticed with her vehicle. As a courtesy to our customer, [redacted] extended the limit of the 30 day/1,500 mile warranty by 300 miles. Due to the nearest in-network repair facility being located 37 miles from our customer’s location, [redacted] also waived the out of network fee of $200.00 as an exception for our customer.

On April 9, our customer brought her vehicle to the Original Equipment Manufacturer repair facility. Subsequently a claim was filed with [redacted] for the issues diagnosed. After receiving the claim, [redacted] elected to send an inspector to the repair facility to verify the issues reported in the claim.

On April 10, the inspector approved the majority of the repairs, with the exception of a few items in which no discrepancy was found or the issue was within normal operating specifications.

On April 12, our customer was not satisfied that all of the repairs were not covered under the warranty and returned the vehicle to the dealership. Because the vehicle was returned outside of the five-day vehicle return program timeframe, it was processed as a voluntary repossession. Typically, when a vehicle is voluntarily

repossessed our customer is responsible for the principal balance of the loan minus the amount received for the vehicle at auction.

On April 23, we reached out to our customer to address her concerns. As a one-time goodwill gesture, we informed our customer we were willing to waive the deficiency balance of $18,275.93 and delete our customer’s credit bureau tradelines.

We advised our customer that we are unable to accommodate her request to refund the down payment of $500.00. During the time the vehicle was under her charge, she drove over 1,700 miles. We advised our customer her down payment would be retained for use of the vehicle, restocking, and reconditioning costs. At this time, our customer agrees that we have reached an amicable resolution.

As a goodwill gesture, DriveTime has sent a $25 [redacted] gift card to our customer’s address.

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 appreciate your agency’s involvement in my issue. I am not at all satisfied with the end results.The Customer Relations Representative for Drive Time was very prompt and professional in his response and correction to the inaccurate reporting to my credit report by his company. The action taken does not correct the second and third order affects caused my Drive Time mistake.I accrued HARD credit inquiries during my attempted purchase of a 2014 automobile. This would not be an issue had credit been extended to me; because of Drive Times error in reporting, I am being review as a high risk to lenders, now even with the correction being made to my report Lenders will still see the numerous credit inquiries on my report as an indicator to a creditor that I may be "credit hungry" and may be in financial trouble which will impact my ability to obtain future credit. This incident places me at a high risk to lose my job. I am required to maintain a Department of Defense Top Secret security clearance (see page 3), indebtedness is listed as a disqualifying condition.I look at the $50 American Express gift card as an insult to me and downplay the significance of the error caused by Drive Time. I sustained the public humiliation of being declined credit at the car dealership. Drive Time mishap in libelous reporting, have slandered my reputation for the next two years.Regards,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I was told, on July 3, 2014, by a member of the management team at Drive Time ([redacted]) that the title for this vehicle was ordered "about three weeks ago", then I'm told the title was just ordered (after I filed my complaint). I was told that the title "should arrive" by Friday, July, 18, 2014. I have given them three business days (Fri, Sat and Mon) and still nothing. I talked to the Manager ([redacted]) on Sat, July 12, 2014, because I had a problem with my account. He told me that he would check into the problem and call me back on Monday, July 14 and I never heard back from him. Throughout this entire process, other than my salesperson, ([redacted]) who I might add has been extremely professional and the Manager [redacted], (who was also extremely  professional) who works at the Drive Time [redacted], Texas location (talked to him when I couldn't get any direct answers from anyone at the [redacted] locale) this experience with Drive Time, [redacted], has been a nightmare. The vehicle should have never been sold to me without a Title and if the person/persons responsible for checking in inventory had followed protocol, I wouldn't be in this mess. If it was up to me, I would return the vehicle and buy one from the [redacted] location. Other than [redacted], I can't seem to trust anyone else (especially management) at the [redacted] locale.

Regards,

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,[redacted]

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 address our customer’s concerns.

On April 14, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2012 Toyota Yaris....

Attached you will find the Retail Installment Contract for your reference.

We have made several unsuccessful attempts to contact our customer to discuss his concerns. On October 29, 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 readdress our customer’s concerns. We 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 originally anticipated our system enhancements for credit reporting would be completed no later than the end of February; however, there were some issues that arose that had to be addressed, pushing that timeframe out to April. We apologize for any confusion or inconvenience this may have caused. We have begun to roll our updated credit reporting systems at this time. Reporting may not be immediately visible but completed updates should reflect on our customer’s credit report within 30-60 days. DriveTime is still unable to accommodate our customer’s requests for us to expedite the process of reinstating her credit reporting. 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 find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

May 18, 2015 [redacted]  [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On January 10, 2015, our...

customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2007 Ford Explorer. Attached is the Simple Interest Retail Installment Contract for your reference.  At the time of purchase, our customer signed and reviewed the Vehicle Service Contract. On page 7, under subsection How This Contract May Be Cancelled Including Refunds and Charges it states:            “In states where cancellation is available, you may receive a Partial Refund… Upon your cancellation, provider will, through Administrator, provide your refund within the Refund Period.”Additionally, on Page 5, under subsection Definitions it explains: “’Refund period’ means forty-five days from the date of Administrator’s receipt of your cancellation notice.”Attached you will find the Vehicle Service Contract for your reference.On April 17, 2015, our customer contacted DriveTime requesting to cancel his ancillary products. We submitted the cancellation for our customer’s SkyLink service, and referred him to Aeverex to cancel the Vehicle Service Contract and GAP coverage.On May 13, 2015, we reached out to our customer to discuss his concerns. We informed him that the process of cancelling ancillary products can generally take 30 days or more to complete. Later that day, May 13, 2015, the refund for the Vehicle Service Contract and GAP were applied to the principal balance of our customer’s account for a total refund of $3209.88.At this time DriveTime is awaiting the refund for our customer’s SkyLink service to complete his request. We have been informed this final refund of $441.32 is expected to post to the account within a week.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 [redacted]DriveTimeCustomer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On April 22, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a 2005 Pontiac G6. All lease vehicles come with a Life...

of Lease Limited Warranty, administered by Aeverex. Included you will find the Closed End Motor Vehicle Lease Contract and the Life of Lease Limited Warranty Contract for your reference.At the time of lease, our customer signed and reviewed the attached Customer Delivery Checklist. On the Lease Vehicle Inspection Checklist under Important Reminder, it is 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 leasing."On April 23, 2015, a repair facility filed a repair claim with Aeverex. The repairs on the blower motor, strut assembly, tie rod end, alignment, fuel injection, and diagnosis were approved by Aeverex.On April 27, 2015, the vehicle was released from the repair facility.On April 30, 2015, our Customer Relations Department to address her continued mechanical concerns. We encouraged our customer to take the vehicle to a repair facility to be diagnosed. Once a claim is filed with Aeverex, we can determine if the repairs are covered by the Vehicle Service Contract and review non-covered components for possible assistance. We informed our customer that she was past the one day return period and returning her vehicle for a refund of her money down and trade in was no longer an option.At the time of lease, our customer signed and reviewed the attached Driver’s Seat Vehicle Return Agreement which states:"We will give you the ability to return the Vehicle to DriveTime and terminate this Lease Contract so long as you return the Vehicle: To the DriveTime dealership where you purchased it within one calendar day…"On May 11, 2015, a repair facility filed a repair claim with Aeverex. The repair facility performed a diagnosis on the fuel system to address the issue of the vehicle cutting off. Aeverex covered the $50 diagnostic fee. The repair facility was unable to duplicate our customer’s concerns.On May 15, 2015, our customer contacted DriveTime’s Customer Relations Department regarding her continued mechanical concerns. Our customer advised us that the repair facility she visited was unable to diagnose the issue and she wanted to return the vehicle and receive a refund. We authorized our customer to take her vehicle to an Original Equipment Manufacturer (OEM) to diagnose the issue and agreed to cover her diagnostic fee as an exception. We explained the terms of her Return Anytime Lease and advised her that no refund would be given if she chose to return the vehicle.On May 20, 2015, an OEM filed a repair claim with Aeverex. The OEM noted a repair needed for the throttle body. DriveTime made a one-time exception to cover the cost of the throttle body repair.On May 23, 2015, our customer contacted DriveTime’s Customer Relations Department to inquire about returning her vehicle. We also advised that all repairs were approved. We also informed our customer that she was outside of the one day return period and that if she returned her vehicle she would receive no refund of her down payment.On May 23, 2015, following her conversation with DriveTime’s Customer Relations Department, our customer voluntarily returned her vehicle.At this time we are unable to accommodate our customer’s request. Our customer returned her vehicle after DriveTime made an exception to cover the cost of repairs to resolve the matter. If our customer has any questions regarding this matter we encourage our customer to contact our Customer Relations department at ###-###-####.As a goodwill gesture, DriveTime has mailed a $25.00 gift card to our customer’s address.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], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concernsOn April 21, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2008 Chrysler...

Sebring. Our customer also purchased a Vehicle Service Contract, administered through Aeverex.  Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference.On March 31, 2015, our customer contacted Aeverex and stated that the radiator on the vehicle had a hole. Aeverex advised our customer that the vehicle needed to be taken to an in-network repair facility to be diagnosed and provided her with repair facilities in her area.On June 19, 2015, our customer took the vehicle to an in-network repair facility to be diagnosed for a no start issue. The repair facility diagnosed the vehicle with a fuse box failure, replace radiator, and coolant. Aeverex approved repairs for the radiator and coolant, however, the fuse box was denied for this component is a non-covered item per the Vehicle Service Contract.On June 23, 2015, DriveTime contacted our customer to address her repair concerns. We came to an amicable resolution, advising our customer to send in her out-of-pocket receipts for the repairs. DriveTime agreed to make an exception to cover the fuse box in full and offered a one payment deferment to assist with our customer’s out-of-pocket expense.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 [redacted] stand by complaint against Drive Time concerning me Voluntarily surrendered the vehicle due to the nature of them not reporting my credit history to each of the credit companies. I'm sure if there was a problem with their system within the past 2-3 years leading up to them not reporting a consumer's credit history, This company should at least have the courtesy to send out letters or contact the news media or made some kind of contact so we the consumer would know what was really going on with our information when we all the time thinking that our credit is being restored due to us getting approved thru Drive Time. Yes, I received a call and to make matter worse, they had the nerve to ask me if I would take the vehicle back and not fees would be held against me and they would contact the Credit Bureau and send my payment history as nothing had happen. Then better yet send me a $25.00 Gift Card (American Express), which I will be sending back to Drive Time (NO THANKS!!!!). Good as they can send me the card, why not send me a letter stating that your system died and we will be 2-3 years before we can submit your credit history payments to the different Credit Bureau's???. Please be advised, my filing Bankruptcy had nothing to do with my credit Payments on the vehicle in questioned. 

Regards,

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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

Regards,

January 7, 2016

justify;"> 
Revdex.com
 
Re: Complaint # [redacted]
 
Dear Ms. [redacted],
 
On May 16, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2009 Chrysler 300. At time of sale, our customer also purchase a Vehicle Service Contract administered by Aeverex.  Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference.
 
On May 21, 2015, our customer contacted Aeverex to address concerns with the TMPS light. Aeverex referred our customer to an in-network repair facility to have a diagnosis completed on the vehicle. 
 
On August 8, 2015, our customer contacted Aeverex and again expressed concerns with the TMPS light. Our customer stated he took the vehicle into an in-network repair facility but they did not call in the claim since it was a non-covered item under the Vehicle Service Contract. Aeverex advised our customer to have the repair facility file a claim with Aeverex so we could review for additional assistance.
 
On September 2, 2015, our customer contacted Aeverex and advised the TMPS light was on. Aeverex referred our customer to an in-network repair facility to have a diagnostic completed on the vehicle.
 
On December 31, 2015, DriveTime made a one-time exception to cover the cost of the TMPS for a total of $124.76.
 
On January 4, 2016, we contacted our customer and came to an amicable resolution by applying a credit to our customer’s account of $50.00 for the diagnosis fee that he paid for out-of-pocket.
 
As an additional good-will gesture, DriveTime has applied a $25 credit towards our customer’s principal balance.
 
We apologize for any inconvenience or confusion this matter may have caused. Should you have any questions or concerns, please contact us by calling us at [redacted].
Sincerely,
DriveTime Customer Relations

[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.]Thank you to drive time for working with me! Agreement installment or not I'm happy that you all were able to look beyond policy and realize that it took longer than 5 business days for your response. Thank you for agreeing to cover half the expenses for new tires. I love my car, non like no other. So I wasn't interested in replacing it! Thank you!

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,

Although some of the statements are accurate, what they leave out is of great concern.  I did receive a [redacted] letter asking me to call them.  I have not received any phone calls from them.  I called DriveTime and they offered to put me in a new vehicle, and would NOT transfer any payments made on the truck I have driven about half the time I have owned it.  I have paid $651 in payments they will not transfer to another vehicle.  When holding on the phone with DriveTime Corporate office, their recording states that all vehicles are "rigorously" inspected.  Also their written paperwork and commercials state their vehicles are "thoroughly" inspected.  Those two words imply that they inspect all vehicles and make needed repairs before they sell the vehicles, and they state online, that they REJECT far more vehicles than they approved for sell on their lots.  I find those statements misleading. 
I cannot lose the $651 I have paid on payments on a truck that has been in the shop more than it's been in my possession.  Their deal was for a strict 48 hours only.  They would not give me any price guidelines as to which vehicles I could get without my down payment going up.  I work 6 days a week and would be glad to take my day off and get another truck, but I want a truck, not a car.  In all of Tennessee they only have 4 trucks, and three of them are older than my 2007.  The other one is a 2012 which I am sure is more money down.  When I commit to trade my vehicle in, I have 48 hours to find a vehicle.  If I find a truck at another lot, I can drive to that lot, or pay for it to be delivered to Antioch.  It all involves me losing more money, or paying more money.  I have lost enough already.
I want a truck.  I want all my monies to be transferred to my new contracted vehicle.  I think after all I have gone through, and the run around I have gotten from the beginning, that is the least they should do.
Thank you, Richard Smith

September 7, 2016   Revdex.com Ph. (602) 264-5299 Fax (602) 263-0997   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 August 3, 2016, an out-of-network repair facility initiated a claim with Aeverex for the key fob reprogramming. DriveTime approved the key fob reprogramming as an exception.   On August 4, 2016, our customer contacted DriveTime in reference to the key fob. She informed us that the out-of-network repair facility charged her a $100 deductible for the key fob reprogramming. We offered to reimburse for the $100 deductible once our customer has sent in a paid receipt.   On August 8, 2016, our customer contacted DriveTime concerned about possible transmission issues. She requested to be placed into another vehicle. We encouraged our customer to, first, have a diagnosis completed at an in-network repair facility. We offered to review options of possible assistance once an estimate is created.   On August 19, 2016, our customer contacted DriveTime about the mechanical issues with the vehicle. She informed us that an in-network repair facility was unable to locate any issues and cleared the check engine light codes. Our customer requested to be placed into another vehicle. We informed her that she could have a second diagnosis completed at another in-network repair facility. Once done, we will review all options of possible assistance.   That same day, after review of the receipts our customer sent in, DriveTime submitted a request to have a check cut and overnighted for the $100 reimbursement.   On August 23, 2016, an in-network repair facility initiated a claim with Aeverex for the front and rear brake rotors and the front and rear brake pads. Aeverex requested pictures of the brake pads to verify the thickness. Aeverex advised the repair facility that the brake rotors are non-covered under the Drivers Seat Limited Warranty.   That same day, our customer contacted Bridgecrest concerning the non-covered repairs. She informed them that Aeverex is not covering certain components such as the brake pads, rotors, battery, and a fuel leak concern. They advised her that if a component is   non-covered under the Drivers Seat Limited Warranty, then those repairs would be her responsibility. However, in order to review options of possible assistance, we require the in-network repair facility update their open claim for the battery and the fuel leak.   On August 31, 2016, our customer contacted DriveTime about the brake rotors. We advised her that we would request the estimate for the non-covered repairs and review options of possible assistance.   As of September 6, 2016, no in-network repair facility has updated the open claim for any concerns with the battery or potential leaking.   At this time, DriveTime has not been able to reach our customer. Should our customer wish to discuss this matter further, we encourage her to contact our Customer Relations department at [redacted]. DriveTime can review the current claim for the brake rotors. If our customer wishes for us to review options of possible assistance with the potential leaking and battery issues, she will need to have the in-network repair facility update the open claim.   DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us at ([redacted]. Thank you, Carlos S. Customer Relations

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customers’ concerns. All DriveTime vehicles are thoroughly inspected prior to sale at our inspection centers. At the point of sale, our customers have the opportunity to review and fill out the ‘Customer Delivery Checklist’. The objective of this document is to inform our customers of the basic operations of the accessories on the vehicle. In addition, what areas we inspect on the vehicle and how we determine repair or replace based on failure of the component, as explained in paragraph titled "Maintenance Items." I have included the document for your review. Our customers reviewed and signed the ‘What You Need to Know about Financing a Vehicle with DriveTime’, which states on page two under "Vehicle Inspection," they had an opportunity to inspect the vehicle and are satisfied with it. On page one of this disclosure; it states our customers have five days from purchase to return the vehicle. I have included the document for your review. Our customers reviewed and signed the limited warranty agreement at the time of sale. The limited warranty agreement specifically lists what items are covered, and excludes all other components. Our customers never had a repair facility file a claim with the limited warranty administrator, Aeverex, to determine if the repairs needed were covered by the limited warranty. We attempted to assist our customers with payment deferments for out of pocket costs for repairs from September 13 to November 30, 2013. Our customers were required to make one regular payment in order to qualify for this assistance. Our customers did not satisfy the requirements for payment deferments. On January 14, 2014, we informed our customers at that time, we were unable to accommodate their request for reimbursement of money spent on repairs or lost wages. We requested our customers submit repair receipts for review, for possible reimbursement. 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.As per the law all cars should be safe to drive. Vehicle was sold with items in need of repair yet sold a vehicle under false pretense.. they were advised of this and what it would cost to fix said items. Per Missouri law if a vehicle is sold under false pretense a contract is null and void.  My only acceptable resolution at this time would be to require 2 more additional payments to offset the cost of the tires, alignment and time without vehicle. I fully feel that if this matter is taken to small claims I would seek 5000 in punitive damages and have the contract voided to selling the under false pretenses. The company refused to provide the mechanic and facility that inspects there cars. My shop has advised that these items were in need of repair and if the company did infact do a full inspection this would have been fixed.   At this time the only way to resolve said issue would be to issue 2 additional credits to account. If that is done, then I would consider matter closed under acceptable terms. Regards,[redacted]