DriveTime

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

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

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

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

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 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

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

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 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 September 20, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2005 Nissan Xterra for a total sales price...

of $12,937.23. Attached you will find two documents given to our customer to explain the finance charge and simple interest. The "Simple Interest Retail Installment Contract" and the "What You Need to Know about Financing a Vehicle with DriveTime" are attached for your review. On page one of the "What You Need to Know about Financing a Vehicle with DriveTime", simple interest is as follows: "Your contract is a ‘simple interest’ contract. That means a "finance charge" (interest) is charged each day on the amount you financed with us. When you make a payment, your payment pays interest and then it pays/reduces the amount financed. If you pay late, your contract continues to accrue interest. When you make your payment late, more of your payment has to go to pay the extra interest. This means less of your payment goes to pay/reduce the amount financed and it can take longer to pay off your contract with us. We strongly encourage you to make your payments on time." Our customer signed page two, acknowledging the understanding of the document. On December 3, 2014, we contacted our customer to explain simple interest and referred him to the MyDriveTime.com FAQ section. The FAQ section provides an in depth example of a simple interest calculation and how the timing of payments affects the balance. In addition, we informed our customer his current payoff balance is $12,825.44. We encouraged our customer to contact us with any additional questions or concerns. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principal balance. 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 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]

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 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 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,

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

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

concerns. On July 31, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2009 Buick Lacrosse. Attached you will find the Simple Interest Retail Installment Contract for your reference.
At the time of purchase, our customer’s payments are set up to match their pay frequency from their source of income. After six months, DriveTime customers may contact customer service to initiate a frequency change to match their desired payment frequency.
The actions described in our customer's correspondence are 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. Our loan servicing department is designed to work with our customer to make payment arrangements or offer assistance to resolve the past due amount.
On March 26, 2015 DriveTime submitted a request to modify our customer’s payment frequency. When we did receive the returned documents from our customer, the documents were too dark. The request was declined due to the documents being illegible. On April 14, 2015, DriveTime submitted a second request to modify our customer’s payment frequency. The modification request was declined due to the documents being signed 11 days after the effective date of the request.
On April 21, 2015, DriveTime submitted a third request to modify our customer’s payment frequency. Following this date, DriveTime’s Customer Relations Department emailed our customer the updated modification documents and received the completed forms from our customer. On April 29, 2015, we spoke with our customer and informed her that the frequency change was approved and was in the final stages of completion. Our customer confirmed that she was pleased with this resolution. We have reached an amicable resolution with this customer.
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 [redacted]
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

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 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

September 14, 2015 BetterBusiness BureauPh.(602) 212-2232Fax(602) 263-0997   Re:Complaint #[redacted] To Whom ItMay Concern:  Thank you for bringingthis matter...

to our attention. We appreciate the opportunity to address ourcustomer’s concerns.The actions described inour customer's correspondence are clearly not in keeping with DriveTime's setstandards of service and support. DriveTime strives to make each customer’sexperience both rewarding and pleasant while ensuring that every customer istreated with the utmost respect.On November 24,2014, our customer entered into a Simple Interest Retail Installment Contractwith DriveTime when he purchased a 2008 Chevrolet Trailblazer. At the time ofsale, our customer agreed to make 142 bi-weekly payments of $223.86 and onefinal payment of $221.96, beginning on December 13, 2014. Attached you willfind the Simple Interest Retail Installment Contract for your reference.On November 25, 2014,our customer enrolled in DriveTime’s automatic payment withdrawal service (AutoPay) and arranged for his bi-weekly payments to be automatically drafted fromhis bank account. Auto Pay is available to all DriveTime customers as aconvenient way for them to make payments at no cost to them. On February 10,2015, our customer’s bi-weekly payment was returned as insufficient funds.  We cancelled Auto Pay at that time.On February 11,2015, our customer contacted DriveTime in regard to the payment being returned.Our customer advised he would contact his bank to determine why the funds werenot available. On February 13,2015, our customer contacted DriveTime to reenroll in Auto Pay. He was requiredto provide the account and routing numbers to his bank account to reestablishthis service. On February 14,2015, Auto Pay was automatically cancelled because the system was unable tolocate an account. DriveTime attempted to contact our customer to inform him ofthis change. On March 26, 2015,our customer contacted DriveTime in order to reenroll in Auto Pay. Our customerprovided and confirmed his banking information to reinstate the service.On March 31, 2015,Auto Pay was automatically cancelled because the account provided was reflectingas closed. DriveTime attempted to contact our customer to inform him of thiscancellation. Since this time,our customer has not reestablished Auto Pay with DriveTime. We do not retainany of our customers’ banking information once Auto Pay is cancelled, and allconfidential account and routing numbers are deleted. On August 11,2015, DriveTime received a payment to our customer’s account from a bill-payservice administered by our customer’s financial institution. DriveTime was notdirectly involved in or directed the withdrawal of this payment. On August 12,2015, our customer contacted DriveTime stating that funds had been taken byDriveTime without his permission the previous day. We advised our customer thatthese funds were sent via a bill-pay service administered by his financialinstitution and were not withdrawn by DriveTime. On September 4,2015, our customer contacted DriveTime stating that we had once again takenfunds out of his account for payment. We advised our customer that this paymentwas not directed by us but it was sent via a bill-pay service administered byhis financial institution. On September 11,2015, DriveTime contacted our customer and came to an amicable resolution. As agoodwill gesture, DriveTime reversed the payment of $223.86 from August 11,2015 to be returned to our customer’s bank account. DriveTime has offered twopayment deferments to assist our customer with curing the delinquency balanceon his account. Once our customer makes a payment of $87.32, DriveTime will beable to provide this assistance. We encourage ourcustomer to contact his financial institution in regard to the payments beingsent via a third-party bill-pay service. If our customer needs any assistancewith payment options in the future, we encourage him to contact our Customer Servicedepartment at 800-967-8390. We apologize forany confusion or inconvenience this matter may have caused. As a goodwillgesture, DriveTime has applied a $25.00 credit to our customer’s principalbalance. DriveTimethanks the Revdex.com for their ongoing support. Should you haveany questions or concerns, please contact us by calling us at [redacted]  Sincerely,  

[redacted]DriveTime CustomerRelations