DriveTime

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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concernsOn February 27, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2009 Kia Sportage. 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.At the time of sale, our customers agreed to make 136 bi-weekly payments of $199.16 and 1 final payment of $196.43, beginning March 21, 2015.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 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..."Our customer resides in a state in which buyer is responsible for registering their vehicle after purchase. In this instance, we are unable provide our customer with the full registration documentation at the time of purchase. This is because the new title needs to be processed with the buyer’s information before releasing it to thecustomer. At the time of purchase our customer was provided with temporary tags to account for this process.On March 7, 2015, the DriveTime Dealership received the title and additional registration information for our customer’s vehicle. A representative from the DriveTime Dealership contacted our customer and advised her that the documents were ready to be picked up.On March 21, 2015, our customer’s first payment of $199.16 became due on her account. On March 23rd, our customer contacted DriveTime’s corporate offices to make an arrangement to pay this past due payment. Our customer stated she would be able to make her payment of $199.16 on March 25, 2015.On April 3, 2015, after multiple unsuccessful attempts to call our customer, we sent her an email to notify her of our attempts to contact her and inform her that her account is past due.On April 4, 2015, a second payment of $199.16 became due on our customer’s account and a late fee of $5 was applied for the previous past due balance.On April 11, 2015, after no contact from our customer, the vehicle was recovered due to first payment default. At the time of recovery, our customer’s account was 21 days past due with a past due balance of $403.32. On Page 3 of the Simple Interest Retail Installment Contract, under subsection Default, it explains:"You will be in default if… you fail to make any payment due under this Contract… If you are in default… we may take back (repossess) the vehicle"On April 12, 2015, a payment of $199 was posted to our customer’s account, lowering her past due balance to 204.32.On April 13, 2015, DriveTime covered the repossession fees due to not providing the proper amount of notice required for recovery in a Right to Cure state. The vehicle was released to our customer that day.Between April 18th and May 31st, four payments of $199.16 became due on our customer’s account and $10 in late fees were applied for the past due balance. Within this time, our customer reached a past due balance of $1,210.12. We had several conversations with our customer in which she agreed to multiple payment arrangements. DriveTime received no payments on the dates our customer had arranged to pay.On June 4, 2015, a repair facility filed a claim with Aeverex for the repair of spark plug wires and a disc caliper. Aeverex did not approve repairs for these items as they are non-covered components under the Vehicle Service Contract. On Page 3 ofthe Vehicle Service Contract, under subtitle Exclusion-What this Vehicle Service Contract Does not Cover, it states:"All parts not specifically listed as Covered Parts are not covered under this contract…These include but are not limited to: brake linings, pads, drums and rotors, [etc.]…."On June 11, 2015, our customer contacted DriveTime’s corporate offices regarding payment arrangements and registration information. Our customer agreed to make weekly payments of $300 until her account was current. She agreed to begin this arrangement on Thursday, June 18th. In regards to registration, we informed our customer to contact her DriveTime Dealership as they supply the registration documents.On June 13, 2015, a payment of $199.16 became due on our customer’s account. After no further contact with our customer and additional broken payment arrangements occurred, the vehicle was assigned for recovery. On June 27, 2015, at $1,409.28 past due, the vehicle was recovered due to default.At this time, we are unable to accommodate our customer’s request. Our customer was notified of the arrival of her registration documents on March 7, 2015. Our customer never returned to the dealership to obtain these documents.We have made several unsuccessful attempts to contact our customer to discuss her concerns. On July 8, 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 ###-###-####, so that we might come to an amicable resolution.As a goodwill gesture, DriveTime has mailed $50 American Express 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].DriveTime Customer Relations

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

5 year/50,000 mile Vehicle Service Contract, administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference. At the time of sale, our customer agreed to make 127 bi-weekly payments of $197.06 and 1 final payment of $196.78, beginning November 21, 2014. DriveTime does not compete on price, nor do we hide it. We encourage our customers to research all aspects of their purchase. Our customer had the opportunity to sign and review the following documents: - Buyer’s Guide - DriveTime’s DriveCare Limited Warranty - What You Need To Know About Financing a Vehicle with DriveTime - Simple Interest Retail Installment Contract Included, you will find copies of the above referenced documents for your review. 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 their vehicles to the dealership within five calendar days. 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, it is not replaced. A timeline of our customer’s repair history follows: - On November 25, 2014, a repair facility contacted Aeverex and recommended a catalytic converter, heat shield, exhaust manifold gasket, and tire repairs. Aeverex approved all recommended repairs and the diagnostic fee, but denied the tire repairs. - On February 25, 2015, a repair facility contacted Aeverex and recommended rack/gear box and MacPherson strut repairs. Aeverex denied these repairs, as they are non-covered components under the Vehicle Service Contract. We are unable to accommodate our customer’s request at this time. We have made several unsuccessful attempts to contact our customer to discuss her concerns. On March 3, 2015, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform our customer of our attempts to reach out to her. We encourage our customer to contact our Customer Relations Department at ###-###-#### to discuss her concerns. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principal balance. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations

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

On August 12, 2013, our customer entered into a Simple Interest Retail Installment Contract when he agreed to make 138 bi-weekly payments of $200.51 and 1 final payment of $199.30, beginning September 7, 2013. Our customer has not followed the payment schedule provided to him at the time of sale. I have included a copy of the payment schedule and payment history for your review.

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

• Buyer’s Guide

• Retail Purchase Agreement

• DriveTime’s DriveCare Limited Warranty

• What you need to know about financing a vehicle with Drivetime

• Simple Interest Retail Installment Contract

Included you will find a copy of the above referenced documents for your review.

DriveTime’s vehicle pricing is subject to several factors. Included in the purchase price of the vehicle are the following benefits:

• Multi-point inspection

• 3 year/36,000 mile limited warranty

• Rental reimbursement up to $25.99 per calendar day + applicable tax, on warranty-covered repairs

• Roadside assistance, up to $75 per incident

• GPS device providing anti-theft services

DriveTime’s customer relations department empowers our employees with the ability to make executive decisions and act as liaisons to our legal department.

On July 19, 2014, we contacted our customer and offered a settlement to waive his deficiency balance, delete the trade line from his credit report, and refund his down payment in the amount of $800.00. In exchange, our customer would need to release possession of the vehicle to DriveTime. Our customer declined our offer. We encourage our customer to contact us at [redacted]- [redacted], to take advantage of 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 [redacted].

Sincerely,

[redacted] **

Customer Relations Specialist

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

On July 14, 2014, our customer entered into a simple interest retail installment contract when she purchased a 2009 Jeep Compass. Included you will find the simple...

interest retail installment contract for your reference.

On August 4, 2014, our dealership received a check for our customer’s loan payment. Our dealership explained to our customer that payments could not be process at their location. However, they agreed to forward the check to the correct location. On August 12, 2014, our dealership mailed our customer’s check to the correct location.

On August 26, 2014, we contacted our customer and advised her we did not receive her payment. At this time, we have agreed to credit our customer’s account one payment of $198. Additionally, we have agreed to reimburse any bank fees associated with a stop payment, due to the inconvenience. We encourage our customer to fax a copy of her bank statement showing any fees.

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 27, 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.

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 November 30, 2013, our customer entered into a Closed End Motor Vehicle Lease with DriveTime, when she leased a 2006 Pontiac Grand Prix. The vehicle came with a limited warranty. Included you will find the Closed End Motor Vehicle Lease and the limited warranty agreement for your reference.

On December 31, 2012, a representative informed our customer they would credit their account $12 due the AutoPay payment not processing. The credit was never applied.

On February 21, 2014, we spoke with our customer and came to an amicable resolution. We agreed to credit our customer’s account $12. As a goodwill gesture, DriveTime has mailed 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 ###-###-####.

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]

December 22, 2015

face="Calibri" size="3"> 
[redacted]
Revdex.com
Ph. (602) 212-2232
Fax (602) 263-0997 
 
Re: Complaint # [redacted]

Ms. [redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
 
On August 14, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2011 Hyundai Sonata. Attached you will find the Simple Interest Retail Installment Contract for your reference.
 
We understand the importance of building and maintaining a credit score. DriveTime updates the three major credit bureaus on the status of our finance accounts at month’s end. This update may take 30-60 days to reflect on the credit bureaus themselves.
 
On December 14, 2015, DriveTime mailed our customer a credit rating letter that reflected the current status of her account as reported by DriveTime. At this time, our customer’s account is reflecting correctly to the three major credit bureaus. 
 
DriveTime has made multiple attempts to contact our customer in order to come to an amicable resolution. We encourage our customer to contact our customer relations department at [redacted].
 
We apologize for any confusion or inconvenience may have caused. As a good-will gesture, DriveTime has applied a $25 credit towards our customer’s principal balance.
 
Should you have any questions or concerns, please contact us by calling us at 800-965-8043.
Sincerely,
 
Justin M.
DriveTime Customer Relations Department

That same day, our customer contacted DriveTime with warranty concerns. She stated that she was currently no longer eligible for...

warranty coverage due to driving over the allotted mileage and inquired about options for repair assistance. If this is in fact the case, our customer has driven the vehicle over 50,000 miles in slightly more than 18 months.
 
In her complaint, our customer also indicates she is a sales person and is using the vehicle to travel the state of Mississippi for her job.  The Retail Installment Contract is clear that the vehicle is not to be used for business purposes.
 
Furthermore, our customer stated that the vehicle was currently at the repair facility and had been diagnosed for a catalytic convertor. We encouraged her to provide us with the diagnosis, and any repair expense receipts she wished for us to review.
 
On page 1 of the Vehicle Service Contract, it specifies the coverage as follows:
 
“This coverage terminates upon the following, which occurs first: (1) when the mileage of Your Vehicle, as measured from the current odometer, reached the Miles limit identified in Term of Contract (50,000 Miles)…”
 
At this time, we are currently unable to determine our customer’s odometer mileage and therefore cannot determine her eligibility for coverage per the Vehicle Service Contract.
 
DriveTime has made several unsuccessful attempts to contact our customer and further address her concerns. Attempts to reach her have been unsuccessful but will continue in an attempt to reach an amicable resolution. On June 29, 2016, 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.
 
Please see the attached PDF for the full response.

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

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

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

purchased a 2009 Toyota Camry. Attached you will find the Simple Interest Retail Installment Contract for your reference.On June 6, 2015, a payment of $225.18 became due on our customer’s account. We contacted our customer on June 9, 2015 in regards to the payment being past due. Our customer advised us that she did not have the funds available but would be able to make her payment on June 20, 2015. We noted a promise to pay on her account for June 20th in the amount of $225.18.On June 9, 2015, A few hours following the previous conversation, our customer called DriveTime regarding a payment being drafted. She informed us that she received an email stating a payment was withdrawn from her bank account. We requested documented proof of the drafted payment as DriveTime’s records did not reflect this information.As of June 16, 2015, there is still no reflection of this payment being posted to her loan. If this payment was drafted from our customers account we encourage her to provide DriveTime with documentation so that we may look into this matter further.We have made several unsuccessful attempts to contact our customer to discuss her concerns. On June 16, 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 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

December 14,

2015Revdex.comPh. (602) 212-2232Fax (602) 263-0997  Re: Compliant # [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 June 27, 2014, our customer entered into a Simple Interest Retail

Installment Contract with DriveTime when he purchased a 2006 BMW 3 Series. At

time of sale, our customer opted to purchase a Vehicle Service Contract

administered by Aeverex, attached for your review. The Simple Interest Retail Installment Contract and a

document entitled “Important Things

You Should Know” were provided

to our customer at the time of sale to explain finance charges and simple

interest; these documents have been attached for your review.At the time of sale, our customer agreed to make 151 bi-weekly payments

of $228.60 and 1 final payment of $225.67, beginning July 25, 2014. Our

customer also agreed to finance a total of $19,418.74 with a 21.919% Annual

Percentage Rate, as outlined on page 1 of the Simple Interest Retail

Installment Contract. DriveTime does not compete on price, nor do we hide it. We encourage our

customers to research all aspects of their purchase prior to sale. We believe a

large number of our customers review inventory online, including vehicle

pricing, before coming to our dealerships. We also post the prices of our

vehicles on our public website and on all vehicles at our dealerships. At the time of sale, our customer had the opportunity to sign and review

the following documents:Simple Interest Retail Installment ContractBuyers GuideRetail Purchase AgreementDriveCare Limited Warranty AgreementWhat you need to know about financing a vehicle with DriveTimeIncluded you will find copies of the abovementioned documents for your

reference.At the time of signing, DriveTime reviews each document with our

customers and ensures they understand the information within. By signing these

documents, they are asserting that they have read and fully understand the

terms enclosed. We encourage our customers to thoroughly review all paperwork

before signing the contract. In addition, we record all of our closings, and a

centralized group typically reviews in excess of 1,000 closings each month to

ensure adherence to our standards, including the disclosure of all terms and

interest rate.  If our customers are dissatisfied with their purchase for any reason,

DriveTime also offers a Vehicle Return Program that allows them to return the

vehicle and terminate their Simple Interest Retail Installment Contract within

the first five days of their loan. Please refer to page 1 of the Retail

Purchase Agreement, under “Vehicle Return Program”:“We will give you the

ability to return the Vehicle to DriveTime and terminate this retail

installment contract so long as you return the Vehicle: 1) To the DriveTime

dealership where you purchased it within five calendar days…no later than the

close of business on the fifth calendar day….”On November 30, 2015, our customer contacted DriveTime and stated he had

plans to pay off the vehicle. DriveTime advised him that the payoff was

$17,486.83, with $10.33 per diem, good until December 10, 2015.On December 2, 2015, our customer contacted DriveTime and requested a

payoff quote for the loan. DriveTime advised him the current payoff was

$17,507.49 with $10.33 per diem, good until December 13, 2015. Our customer

requested his transaction history and a copy of his contact be sent to him via

email. On December 3, 2015, our customer contacted DriveTime and stated that he

was previously quoted an amount less than what was stated on December 2, 2015. Currently, DriveTime has made several unsuccessful attempts to contact

our customer to address his concerns and reach an amicable resolution. We

encourage our customer to contact our Customer Relations department for further

assistance. At this time, we are unable to accommodate our customer’s request to get

him out of his Simple Interest Retail Installment Contract with DriveTime or

enter into a settlement with him, as DriveTime does not negotiate the price of

the vehicle at time of purchase. We apologize for any inconvenience or confusion this matter may have

caused. As a goodwill gesture, DriveTime has applied a $25.00 credit towards

our customer’s principal balance. We encourage him to contact our Customer

Relations Department at 8[redacted] with any additional questions or concerns. 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,Diana C. DriveTime Customer Relations

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

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]

[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,

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 not accepting the the initial business response because there was a verbal statement in there too. As I said before I worked with 4 seperate people. On 2 different occassions. They didnt waste any time on cashing a check before I even received a car. I put a lot of money down for them to just take it in less than 30 days with no warning. Its a scam. They didnt even give me a chance to pay my payment, which I thought was my first payment. I still had 30 day tags on my car. If they have tried to contact me then they should leave a message. The only message I have received from them was to come get my title. THE MONDAY BEFORE THEY TOOK MY CAR!!!! Also, they tried to change my insurance policy without my permission?? Seriously? What kind of shady stuff is that?? They take people that are in hard times that are struggling and sucker them, then screw them over. I have contacted them again! And requesting my belongings back. They said the leasing department was closed that day. Thats just strange to me. They probably took my car, cleaned it out, took my blelongings sold them or whatever and sold my car to another person. I had some very important stuff in there. All they would tell me is that my car was in Cincinnati. Kind of hard to get your belongings when your car is 45 minutes away with no car,  but Drive Time is 5 minutes away. This is a dirty business. I cant even believe I bought into it. I am a single mother struggling to get ahead and this happens. SHAME ON THEM. NOT EVEN A PHONE CALL!! I WAS GOING TO PAY MY PAYMENT THAT FRIDAY. BUT NOT WHEN YOU TELL ME I NEED $1000 TO GET IT BACK!! I just gave them $1000. and if they said I was behind then it would have been around $500 not $700. Businesses like this are why people can never get ahead!! DISGUSTING!!Regards,[redacted]

January 7, 2016

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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

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

Drive time is incorrect my insurance coverage was valid and had not been canceled, the rep. stated that the insurance was one day late for payment not canceled!!!! Insurance company have grace periods and they are in place for their customers, drive time was very premature in their actions. I will have my insurance company to email me the supporting documents ASAP!! So that  we may resolve this issues for wrongful  repo.