DriveTime

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

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

Regards,

March 8, 2016
 
Revdex.com
Ph. (602) 212-2232
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 address our customer’s concerns.
 
On July 12, 2011, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2005 Pontiac Grand Prix. Attached is the Simple Interest Retail Installment Contract for your reference.
 
On May 24, 2014, our customer was involved in a collision in which the vehicle was deemed a total loss.
 
On June 2, 2014, our customer’s third party insurance provider contacted DriveTime and requested a 10 day loan payoff quote for our customer’s loan. DriveTime advised them that the payoff was $7,572.24 good until June 6, 2014.
 
On June 3, 2014, DriveTime received a letter from our customer’s third party insurance provider stating that they would be sending a payoff check in the amount of $4,440.00.
 
On June 16, 2014, DriveTime received an insurance check in the amount of $4,440.00 and applied towards our customer’s principal balance.
 
On June 17, 2014, DriveTime offered our customer the opportunity to participate in our Insurance Loss Program and get into another vehicle with us. Our customer opted to not get into another vehicle with DriveTime.
 
DriveTime’s Insurance Loss Program allows our customers to enter in to a new loan and have the balance on the totaled loan waived and reported as paid in full. To qualify for this program our customer must meet the following criteria:
 
Continued… (Full version provided to the Revdex.com)

Re: Complaint # [redacted]

Dear Ms. [redacted],

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

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

amicable resolution.

As a goodwill gesture, DriveTime has mailed our potential customer a $50.00 American Express Gift Card.  

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

 

Sincerely,

DriveTime

Customer Relations

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

customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2007 Ford Explorer. Attached is the Simple Interest Retail Installment Contract for your reference.  At the time of purchase, our customer signed and reviewed the Vehicle Service Contract. On page 7, under subsection How This Contract May Be Cancelled Including Refunds and Charges it states:            “In states where cancellation is available, you may receive a Partial Refund… Upon your cancellation, provider will, through Administrator, provide your refund within the Refund Period.”Additionally, on Page 5, under subsection Definitions it explains: “’Refund period’ means forty-five days from the date of Administrator’s receipt of your cancellation notice.”Attached you will find the Vehicle Service Contract for your reference.On April 17, 2015, our customer contacted DriveTime requesting to cancel his ancillary products. We submitted the cancellation for our customer’s SkyLink service, and referred him to Aeverex to cancel the Vehicle Service Contract and GAP coverage.On May 13, 2015, we reached out to our customer to discuss his concerns. We informed him that the process of cancelling ancillary products can generally take 30 days or more to complete. Later that day, May 13, 2015, the refund for the Vehicle Service Contract and GAP were applied to the principal balance of our customer’s account for a total refund of $3209.88.At this time DriveTime is awaiting the refund for our customer’s SkyLink service to complete his request. We have been informed this final refund of $441.32 is expected to post to the account within a week.We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has mailed a $25.00 American Express gift card to our customer’s address on file.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted]DriveTimeCustomer Relations

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

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 been to multiple tire places including the DT service department which have stated there is no way those tires could have worn in the manner in one month, 4, 000 miles.  Discount Tire in Gastonia NC manager Brad even stated the only way these tires could have worn like this in a months time is if we drove cross  country and back.  He further stated that upon maked eye the tires do look okay but it is after I spection of inside tire you see that it is buckled.  If they claim the tires are checked before I would like to see visual documentation as to what the tread reading was when they were inspected.  I am absolutely appauld that DT would sell a vehicle with bad tires and make excuses as to why they are not liable.  To the naked eye to inspect the vehicle the tires look fine, but once your own service personnel detect the problem that should be all the reason it should be addressed.  Yes I was contacted and I did not agree or accept because I am willimg to take this as far as it needs to go.  I can gather multiple statements and am willing to go to small claims court if necessary.  Right is right and wrong is wrong.

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

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

On July 23, 2005, our customer entered into a retail installment contract when he purchased a 2003 Chevrolet Impala. Included you will find the retail installment...

contract for your reference.

On January 29, 2014, we spoke with our customer and came to an amicable resolution. We have agreed to delete our customer’s trade line from all three major credit bureau agencies.

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.[Provide details of why you are not satisfied with this resolution.]

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.THEY SOLD ME A HORRIBLE CAR!!  It leaks , I have a HOLE IN THE FLOOR BOARD AND NUMEROUS OTHER PROBLEMS!! In THE NEXT FEW MONTHS I WILL BE SHOPPING FOR 3 CARS and THIS IS HOW THEY TREAT A CUSTOMER!??!??!???!?!?? REALLY!!! THEY WILL HEAR FROM MY LAWYER IF THEY DO NOT RESOLVE THIS FURTHER!!!  THIS CAR IS UNSAFE TO DRIVE!!!Regards,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I made a payment on Sept.12, 2014. I cannot attach the receipt but I have the reference number and the amount paid which is [redacted]. I do not understand how I was in default of this loan. As far as my personal belongings, I spoke to [redacted] at [redacted] which is the recovery team that Drivetime used to recover the vehicle and she states that the vehicle was a direct drop to a Drivetime location. The vehicle never touched their lot. I have been in contact with the recovery team multiple times about my personal belongings and I still get directed to contact Drivetime as the vehicle was delivered to them. 

Regards,

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

 

On September 13, 2014, our customer entered into a Closed End Motor Vehicle Lease contract when she leased a 2005 Chevrolet Trailblazer. The vehicle came with a...

Driver’s Seat Limited Warranty agreement, administered by Aeverex. Included you will find the Closed End Motor Vehicle Lease contract and the Driver’s Seat Limited Warranty agreement for your reference.

 

On October 31, 2014, we contacted our customer and encouraged her to take the vehicle to a repair facility to address her concerns.  We advised our customer that, in order to review for assistance, we would need an updated claim on file. Our customer has since declined our assistance and stated that she would be returning the vehicle under the terms of the “cancel anytime” lease agreement.

 

As a goodwill gesture, DriveTime has applied a $25 credit towards our customer’s payments.

                      

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

May 31, 2016Revdex.com Ph. ###-###-####Fax ###-###-####Re: Complaint # [redacted] To Whom It May Concern,Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On December 8, 2015, our...

customer entered into a Closed End Lease Contract with DriveTime, when she leased a 2007 Chevrolet Impala. While DriveTime originated the Lease and is the Lessor, Bridgecrest Credit Company is the servicer for the Lease. The vehicle came with a Driver’s Seat Limited Warranty, administered by Aeverex. Included you will find the Closed End Motor Vehicle Lease Contract and Driver’s Seat Limited Warranty for your reference.On January 11, 2016, our customer contacted Aeverex to express concerns with the vehicle being inoperable. Aeverex encouraged her to have a diagnosis completed at an in- network repair facility.On February 8, 2016, our customer contacted Aeverex to express concerns for starter issues with the vehicle. Aeverex encouraged her to have a diagnosis completed at an in- network repair facility.On February 11, 2016, an in-network repair facility initiated a claim with Aeverex for a starter motor and electrical diagnostic fee. Aeverex approved these repairs under the Driver’s Seat Limited Warranty.On February 15, 2016, our customer contacted DriveTime to express concerns about the current electrical issues with the vehicle. She was inquiring about getting into another vehicle. We informed her that would not be an option. We advised her we would need to review any non-covered items/repairs before exploring the option of placing her into another vehicle.Later that day, an in-network repair facility contacted Aeverex to advise them that they had replaced the starter motor 3 times and the vehicle is still inoperable. The repair facility informed Aeverex the vehicle would need to go to the original equipment manufacturer (OEM) for another diagnosis. On February 22, 2016, the OEM initiated a claim with Aeverex for a fuse/junction box. Aeverex informed the OEM that this item is non-covered under the Driver’s Seat Limited Warranty.On February 25, 2016, our customer contacted DriveTime concerned about the non- covered repairs. We offered to request the estimate for the non-covered repairs, and review options of possible assistance.On February 26, 2016, the OEM updated the open claim with Aeverex for an electrical diagnostic fee. Aeverex informed them that our customer would be responsible for the diagnostic fee per the terms of the Driver’s Seat Limited Warranty.On February 29, 2016, we spoke to our customer and offered to cover the parts for the fuse/junction repair and she would be responsible for the labor portion of the repairs. Our customer accepted our offer and we sent our approval to Aeverex.On March 2, 2016, the OEM updated the open claim with Aeverex for battery cables. Aeverex informed the OEM these items are non-covered under the Driver’s Seat Limited Warranty and sent the updated estimate to DriveTime for further review.On March 9, 2016, we spoke with our customer and offered a 50/50 split for the battery cable replacements. Each party pays $192.67. Our customer accepted our offer and we sent our approval to Aeverex.On March 10, 2016, our customer contacted DriveTime inquiring about compensation while the vehicle was being repaired. We offered her a per diem credit of $12.10 a day for every day the vehicle was in a repair facility. The vehicle will need to be in the repair facility for at least 4 days and maximum of 14 days, we were open to review after confirming the dates with the repair facilities.On March 25, 2016, our customer contacted Aeverex inquiring about coverage for oil pan gasket. Aeverex informed her this item is non-covered under the Driver’s Seat Limited Warranty.On May 11, 2015, our customer contacted DriveTime and informed us that the vehicle was just released to her from the OEM. She advised us she does not want to be responsible for the payments while the vehicle was in different repair facilities for the past three months.On May 24, 2016, we spoke with our customer to offer them a credit of 1 1/2 payments towards her account, totaling $544.65, for the time the vehicle has been in the repair facilities.At this time, DriveTime is willing to take the vehicle back, waive the past due balance, and refund the down payment with any over mileage fees assessed. If the vehicle is inoperable and needs to be transported, we are willing to reimburse for the tow bill with paid receipts. We have not been able to reach our customer to discuss our offer. We will continue our efforts to reach an amicable resolution with our customer.We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime is applying a $25.00 credit towards our customer’s payments.We thank Revdex.com’s Office for their continued support and for allowing DriveTime to address our customer’s concerns. If you have any questions, please contact us at ###-###-####.Sincerely, Carlos S.Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On August 21, 2014, our customer entered into a Simple Interest Retail Installment contract with DriveTime when he purchased a 2008 Dodge Ram 1500. Attached you will find...

the Simple Interest Retail Installment contract for your reference. On October 20, 2014, we offered our customer the following options: ? Provide an economy size rental vehicle is available to drive. ? Enter into a legal settlement in which DriveTime agrees to refund our customer’s down payment and our customer agrees to release possession of the vehicle to DriveTime. Our customer rejected both offers and advised us that the dealership was trying to find him a different vehicle. On October 21, 2014, we informed our customer that the vehicle would be registered by Saturday, October 25, 2014. Our customer informed us he would rather have a different vehicle. On October 22, 2014, the dealership submitted the paperwork to assist our customer in getting into a different vehicle. We informed our customer that, due to the excessive mileage on the vehicle, we would retain $1,000 in mileage fees to process the exchange. At this time, our customer had driven 9,034 miles. At this time, we are unable to accommodate our customer’s request to reimburse for loss of income. However, we are currently working with our customer to put him into a different vehicle. We have offered to waive the $1,000 in mileage fees. As a goodwill gesture, we have credited our customer’s principal balance $25.00. 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

All DriveTime vehicles come with a 30-day / 1,500-mile DriveCare Limited Warranty. The Limited Warranty...

does not cover every component on the vehicle. On page 1 of the DriveCare Limited Warranty, under subsection Coverage: 30 Day / 1,500 Mile Limited Warranty, lists what is excluded from coverage. However, anything considered non-covered is subject for review.   Our customer’s account, as of August 24, 2016, is 77 days past due for a delinquency amount of $1,315.83. We offered the following settlement terms:   DriveTime agrees to: ·         Delete the trade line ·         Waive the deficiency balance ($17,677.04) ·         Pay settlement funds in the amount of $467.98 made payable to our customer Our customer agrees to: ·         Release possession of the Vehicle to DriveTime   The waiver of the deficiency balance includes a waiver of the delinquent amount.   On August 24, 2016, DriveTime attempted to reach out to our customer and spoke with the authorized third party (ATP). We informed her that we would need to speak with our customer in order to discuss our settlement offer further. She advised us that she will have him contact us when he is available.   At this time, DriveTime has not been able to reach our customer. We will need to speak directly to our customer in order to finalize our settlement offer. We will continue to work towards an amicable resolution with our customer.

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns. On July 19, 2014, our customer purchased a 2008 Chevrolet Impala from DriveTime that was mistakenly listed as a 2011 Chevrolet Impala on the Simple Interest Retail Contract that she signed. On August 8, 2014, our customer contacted DriveTime with concerns about her vehicle being listed as a 2011 instead of a 2008. We advised our customer to return to the dealership to re-contract into a loan with the correct information for her vehicle. Our customer was also given the option to transfer into a different vehicle if she so desired. On August 16, 2014, the contract was amended, and our customer entered into a second Simple Interest Retail Installment Contract with DriveTime for the same 2008 Chevrolet Impala, now correctly listed on all documentation. The principal balance on the new loan was lowered to reflect the correct price for our customer’s vehicle. Our customer also purchased a 5 year/50,000 mile Vehicle Service Contract administered by Aeverex. On August 19, 2014, our customer contacted DriveTime and advised that she was unhappy with the terms of the new contract. We advised her she was within the first five days of her loan, and per the terms of her contract, she had the option to utilize the Vehicle Return Program and return her vehicle.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.On September 12, 2014, DriveTime credited our customer’s account one payment as a goodwill gesture, due to the issues at the time of sale. Our customer has not contacted DriveTime with any further complaints since that time. At the time of sale, our customer was provided with an [redacted] Vehicle History Report. The [redacted] Vehicle History Report may indicate a prior accident record, a rental or government vehicle, if the vehicle was registered in a storm area, and/or any theft records. If any of these items were applicable, they would be noted in the Vehicle Information section on the [redacted] History report. Per this report, our customer’s vehicle had not been in any reported accidents prior to purchase.A document entitled “What You Need to Know about Financing a Vehicle with DriveTime,” was also given to and signed by our customer at the time of sale; this document has been included for your review. In the section entitled “Title History Report – Unreported Information,” it is stated:“You have received and reviewed your title history report…. AutoCheck gets information from government and private businesses. We give this report to you as a courtesy. Use or damage information about the vehicle not listed on the report given to you may appear on reports created by other private businesses (for example, CarFax)…. You should research the vehicle thoroughly before purchasing and fill out the AutoCheck Buyback Protection Registration Form after purchasing.”On March 24, 2015, we pulled a new [redacted] Vehicle History Report for our customer’s vehicle. At this time, the report still reflects that the vehicle has not been in any reported accidents.That same day, we contacted our customer and attempted to address her concerns. Our customer stated she did not wish to speak to DriveTime further and advised she would continue to pursue this matter with the Revdex.com. If our customer is having any current mechanical issues with her vehicle, we encourage her to contact Aeverex at ###-###-####.Without any new information, DriveTime is still unable to accommodate our customer’s request to be compensated $5,175 for what she has paid into her loan thus far. We apologize for any inconvenience or confusion this matter may have caused.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely,DriveTimeCustomer Relations

February 11, 2016
 
Revdex.com
 
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 December 3, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2011 Mazda 2. At time of sale, our customer agreed to make 129 bi-weekly payments of $193.60 and one final payment of $193.04 beginning January 2, 2016. Attached you will find the Simple Interest Retail Installment Contract for your reference.
DriveTime offers an auto pay option through a third party vendor as a convenience for our customers. In order to enroll, our customers must provide their bank account number and routing number to a DriveTime agent to enroll in the program. The auto pay service will automatically deduct our customer’s payments on the date scheduled. Our customer elected to enroll in the auto pay service at time of sale.  
 
On December 31, 2015, our customer made a payment of $193.60 towards her account.  
 
On January 2, 2016, a payment was drafted via auto pay from our customer’s bank account as scheduled. On January 5, 2016, this payment was returned as insufficient. As a result, a $15.00 non-sufficient fund fee was charged to our customer’s account.
 
On February 8, 2016, DriveTime contacted our customer to reach an amicable resolution. We advised our customer we would credit her account a total of $30.00 to clear the nonsufficient funds fee from January 5, 2016 and an additional $15.00 to bring the account to a current status.
 
We apologize for any confusion or inconvenience may have caused. As an additional 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 [redacted]

 
DriveTime Customer Relations

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

On October 28, 2013, our customer entered into a Retail Installment Contract with DriveTime when he purchased a 2005 Jeep Grand Cherokee. Our customer elected to purchase a 3 year/36,000 mile vehicle service contract, administered by [redacted]. Included you will find the retail installment contract and vehicle service contract agreement for your reference.

We have made several attempts to contact our customer to discuss his concerns, but have been unsuccessful. On September 15, 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.

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 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]