DriveTime

May 1, 2015[redacted]  [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On March...

11, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2012 Kia Forte. Attached you will find the Simple Interest Retail Installment Contract for your reference. At the time of sale, our customer agreed to make 101 bi-weekly payments of $209.89 and 1 final payment of $209.25, beginning April 4, 2015. On April 11, 2015, our customer made his first payment of $210.00. DriveTime has not reported negatively on our customer’s account for payment default.DriveTime offers payment options to accommodate every customer’s situation. Several payment options are available to our customers that do not require anadditional processing fee, including: text-to-pay, online bill pay, DriveTime’s automatic payment withdrawal system, and by mail.  Our customers can visit www.drivetime.com for more details on other payment methods. On April 30, 2015, we contacted our customer and informed him of the various payment methods he could utilize that do not require a processing fee. Weinformed our customer that the text-to-pay system is still a commonly used method for our customers to make their payments. During our conversation with our customer, the call was disconnected. At this time, we are unable to accommodate our customer’s request to cancel his contract. DriveTime offers a Vehicle Return Program, which gives our customerthe ability to return the vehicle to DriveTime and terminate their Simple Interest Retail Installment Contract. To participate in the Vehicle Return Program, our customer must return the vehicle to the dealership within five calendar days. Attached is the Retail Purchase Agreement for your review, which outlines the details of the Vehicle Return Program.As a goodwill gesture, DriveTime has applied a $25.00 credit towards our customer’s principal balance.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted] *. DriveTimeCustomer Relations

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

I am being robbed by this company. I understand the do not call policy but that is very flawed. I have never been contacted by this company nor did my information ever change. I am not at fault and I would like this stricken from my credit or be placed back in the vehicle at no cost to me. I only put faith in what I thought was a reputable company and their bad business practice has ruined my credit line for the rest of my life. They should have verified that it was in fact me telling them not to call back especially with a matter this important. 

Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns.At this time, we have no new information and are still unable to accommodate our customer’s request.If our customer would like to reinstate his vehicle and loan with DriveTime, he will need to pay $1,800.00 by May 15, 2015. Our customer would be responsible to pick up the vehicle directly from the auction.If our customer does not wish to reinstate the vehicle by May 15, 2015, the vehicle will be sold at auction. Please refer to page two of the "Redemption and Reinstatement Form" section labeled "Notice of Sale":"…If the vehicle is sold, the sale proceeds will be applied first to the payment of the expenses of retaking, repairing, preparing for sale, and storing of the vehicle and other repossession and collection costs…If we get less money than you owe, you still owe us the difference…"We encourage our customer to contact the Customer Relations Department to discuss his concerns at ###-###-####. DriveTime thanks the Revdex.com for their ongoing support.Sincerely,[redacted]DriveTimeCustomer Relations

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

I do not want this truck any more. I still want to stay with drivetime but I want them to put me in a different car, and not have to pay the fees associated. The person who reached out to me from drivetime said they would look into my plates coming in as well. I still have not got a call about my plates and my temp plates expire in 5 days. I am so fed up with this truck. I want a different car. The truck shakes when I turn it on and when it turns off. It also smells as though it is burning and has since day one. I do not want this truck I want drivetime to make this right and put me in a different car in the same class at no charge. 

Regards,

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

On February 24, 2014, our customers entered into a Simple Interest Retail Installment Contract when they purchased a 2011 Ford Focus.

At the end of each month,...

DriveTime reports to all three (3) major credit bureau agencies. We have identified the issue with the data transmission and are currently working to have the issue corrected.

Please see the following timeline of events regarding our customer’s concerns:

On May 12, 2014, our customer contacted DriveTime concerning discrepancies on the co-buyer’s credit report. We advised our customer that we are aware of the issue and are diligently working to resolve her concerns.

On May 21, 2014, we contacted our customer and came to an amicable resolution. We assured her we are working to resolve the issue, but are unable to provide an estimated timeframe as to when a resolution will be reached. In the interim, we have agreed to provide our customers with credit rating letters.

As a goodwill gesture, DriveTime has applied a $25 credit to our customer’s principal balance.

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

Sincerely,

DriveTime

Customer Relations

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 March 8, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime, when she purchased a 2008 Chrysler Sebring. Included you will find the...

Simple Interest Retail Installment Contract agreement for your reference. On November 4, 2014, we contacted our customer and came to an amicable resolution. DriveTime agrees to refund our customer her last payment made. A check for $193.84 was mailed to our customer’s address on file. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [redacted]DriveTime Customer Relations

I have reviewed the response made by the business in reference to complaint ID [redacted], and 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,

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

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concernsOn July 14, 2015, DriveTime’s Customer Relations Department reached out to our customer to discuss her concerns. We informed our customer that within the initial six months of a new loan DriveTime is unable to provide modification to the original terms of payment. Given the financial hardship she described, we agreed to review her situation further for possible assistance. We requested receipt for out of pocket expenses related to her hardship to review for a possible exception regarding payment deferment.Prior to providing a payment deferment on a customer’s account, we want to ensure our customer’s ability to successfully maintain the account once assistance has been provided. In order to guarantee this continued success in the loan, we request receipts to verify that our customer’s previous financial hardship has ended.On July 20, 2015, DriveTime Customer Relations received such documents via email from our customer. These documents specified an amount owed for the hardship our customer described, however they did not specify any amount paid thus far.On July 22, 2015, we attempted to contact our customer to request receipts showing the money spent. Once these receipts are provided, DriveTime will make the exception to provide our customer up to three payment deferments on her account. We encourage our customer to contact DriveTime Customer Relations at ###-###-#### to proceed with this offer.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 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]

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On October 1, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime, when she purchased a 2007 Dodge Caliber. Our customer elected to...

purchase a 3 year/36,000 mile Vehicle Service Contract, administered by [redacted]. Attached you will find the Simple Interest Retail Installment and the Vehicle Service Contract for your reference. All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. If a part is not properly functioning at the time of inspection, the part is replaced. Page one of the "Customer Delivery Checklist" under "Important Reminder," states: "Our focus in 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 purchasing." Additionally, on page one of the "Customer Delivery Checklist" under "Maintenance Items," states: "…These maintenance items are subject to replacement only upon failure of the component..." At the time of sale, our customer signed and dated the "Customer Delivery Checklist." The Customer Delivery Checklist is attached for your review. DriveTime offers a Vehicle Return Program, which gives our customer the opportunity to return the vehicle to DriveTime and terminate the Simple Interest Retail Installment Contract. To participate in the Vehicle Return Program, our customer must return the vehicle to the dealership within five (5) calendar days. The Retail Purchase Agreement is attached for your review. A timeline of our customer’s repair history is as follows: ? On October 15, 2014, a repair facility contacted [redacted] to recommend replacing crank sensor and mass airflow sensor. [redacted] authorized the repairs under the Vehicle Service Contract. ? On October 18, 2014, we offered to reimburse our customer for a rental vehicle for up to $25.99 per day. To date, DriveTime has not received the receipts. ? On October 20, 2014, the same repair facility contacted [redacted] to recommend a cam-timing solenoid, accelerator pedal sensor replacement. In addition, recommended replacing and reprograming the PCM. [redacted] approved the repairs under the vehicle service contract and reimbursement of $25.99 per day, for rental vehicle. ? Later that day, our customer contacted us stating the deposit for a rental vehicle is approximately $300.00. We advised our customer that we are unable to assist with the deposit. ? On October 24, 2014, our customer contacted [redacted] stating the vehicle was shutting down on her again. [redacted] referred our customer to a new repair facility for a second opinion. ? On October 27, 2014, we encouraged our customer to take the vehicle to a repair facility as recommended by [redacted]. Once the diagnostic is complete, we can review for possible assistance. At this time, we are unable to accommodate our customer’s request to trade in the vehicle or refund all monies paid as she is outside of the five-day return program period. As a goodwill gesture, DriveTime has mailed a $25.00 [redacted] gift card to our customer’s address on file. DriveTime thanks the [redacted] for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, 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 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,

Concern:
·         Our customer stated that the...

vehicle was involved in hit and run accident
·         Our customer stated that her insurance company needs the vehicle’s inspection report to assist with repairs
·         Our customer stated that the dealership was sending her an inspectors report but never did

DESIRED RESOLUTION:
·         Our customer would like all the information DT has on the vehicle so provide to her insurance
·         Our customer would like DriveTime to pay for the needed repairs
·         Our customer would like DriveTime to stop contacting her about referrals
DESIRED OUTCOME: ·         $25.00 credit to principal balance
·         DriveTime contacted our customer and advised her that we would not be able to provide her with the requested documents as this information is proprietary
·         DriveTime also advised her that we would not be able to provide her assistance with the needed repairs caused by the accident

January 21, 2016

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Revdex.com

Re: Complaint # [redacted]

Dear Ms. Hill,

When our customer’s accounts become past due, DriveTime makes regular attempts to contact our customers to cure the delinquency balance on the account. Our customers are able to set payment arrangements on the account with a loan advisor. If these arrangements are made and kept, attempts for contact will cease.
On May 29, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2007 Chevrolet Uplander. Our customer also opted to purchase a 5 year/50,000 mile DriveCare Plus Protection Package, administered by Aeverex. At time of sale, our customer agreed to make 156 bi-weekly payments of $177.85 and one final payment of $176.51, beginning on June 15, 2013. Attached you will find the Simple Interest Retail Installment Contract and DriveCare Plus Protection Package for your reference.
On October 2, 2015, DriveTime made an exception to the DriveCare Plus Protection Package by approving the repairs of the timing cover gasket, coolant housing gasket, cross over gasket and coolant for a total of $3,122.50. At that time, we requested that our customer cure her delinquency balance of $361.70. That same day, our customer made a payment of $361.70, bringing her account current.
The next day, our customer’s regular bi-weekly payment of $177.85 came due. Since that time, when the account has fallen delinquent, DriveTime has made normal attempts to contact our customer in regard to curing her delinquency balance.
At this time, we have placed a cease-and-desist on our customer’s account per her request so no further calls will be placed out to her. If our customer wishes to discuss her account in the future, she will be required to contact DriveTime.
As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principal balance.
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

February 3, 2014 [redacted] Revdex.com [redacted]

[redacted] Re: Complaint #[redacted] Dear [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s...

concerns. On October 04, 2013, our customer entered into a retail installment contract when he purchased a 2010 Nissan Versa. I have included the retail installment contract for your reference. At the end of the month, we report to all three major credit bureau agencies. We have identified the issue with the data transmission and it has since been reconciled. We have attempted to contact our customer to reach an amicable resolution, but have been unsuccessful. We encourage our customer to contact us at (480) 813- 5230, for further 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 800-965-8043. Sincerely, [redacted] DriveTime Customer Relations

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

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,

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On March 8, 2014, our customer entered into a Retail Installment Contract when he purchased a 2011 Chevrolet Malibu. Attached is a copy of the ‘Retail Installment’...

contract for your reference.At the time of purchase, DriveTime requires our customers to obtain comprehensive and collision insurance coverage. Our customer opted to purchase comprehensive and collision insurance through Great American Insurance Companies.The Notice of Insurance states:“This notice is not a policy of insurance. Coverage under the insured creditor’s policy provides single interest physical damage insurance protecting their interest in the above collateral which is securing a credit agreement. It does not protect the interest or equity of the debtor…”On March 8, 2014, DriveTime received a payment for $68.40 for the comprehensive and collision insurance. Since only one payment was made, the insurance was consequently cancelled. The ‘Notice of Insurance’ has been attached for your review. Page two, of Physical Damage Insurance Requirement Addendum to the Retail Installment Contract states: “That I have not obtained required insurance on my own and am in default of my finance contract. I understand that CREDITOR will insure its own interest in my vehicle under their CPI policy and that I will be responsible to pay the cost to CREDITOR of such insurance as documented below. I understand that this limited physical damage insurance coverage does not include liability coverage and that I have or will obtain liability insurance from an agent or company of my choice.”Our customer read and initialed this notice. The ‘Physical Damage Insurance Requirement Addendum to The Retail Installment Contract has been attached for your review. DriveTime has attempted to contact our customer but has been unsuccessful. As a goodwill gesture DriveTime has applied a $25 credit to our customer’s principal balance.At this time, DriveTime is unable to assist our customer with his request to repair the vehicle, and/or redeem the vehicle from the police impound.We thank the Revdex.com for their continued support and allowing DriveTime to address our customer’s concerns. If you have any questions, please contact us at ###-###-####.Sincerely, DriveTime Customer Relations Team