DriveTime

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

On June 25, 2014, we contacted our customer and agreed to perform an oil change before the scheduled 4,000 miles as a goodwill gesture. Due to a communication error, our customer was unable to complete the oil change. As a goodwill gesture, DriveTime has mailed a $50.00 American Express gift card to our customer, and have reached an amicable resolution. 

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

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On July 27, 2012, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2007 Toyota Camry....

Attached you will find the Simple Interest Retail Installment Contract for your reference. On March 18, 2015, our customer voluntarily surrendered his vehicle with 164,823 miles on the odometer. On March 20, 2015, a "Redemption and Reinstatement Form" letter was sent to our customer. The purpose of this letter is to notify our customer of their right to either redeem or reinstate the vehicle within 10 days from the date of the letter. Attached is the "Redemption and Reinstatement Form" for your reference. On March 30, 2015, we sent a letter via certified mail to our customer’s address. The purpose of this letter is to inform our customer to contact our Customer Relations Department at ###-###-#### to discuss his concerns. Our customer has until April 10, 2015 to contact us to redeem or reinstate his vehicle, or it will be sold at auction. As a goodwill gesture, DriveTime has mailed a $25 American Express gift card to the address listed 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, DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns On June 20, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2010 Chevrolet Traverse. Attached you will find...

the Simple Interest Retail Installment Contract for your reference. At the time of purchase, our customer agreed to make 145 bi-weekly payments of $203.82 and 1 final payment of $203.51, beginning July 12, 2014. Our customer’s payment schedule is attached for your reference. On July 23, 2014, our customer contacted DriveTime and informed us she would like to process a due date change on her account. Due date changes can only be processed one time for the life of the loan. On July 28, 2014, our customer contacted DriveTime and inquired about her due date change. We informed our customer the due date change was in process. Our customer informed us she would make her next payment on August 2, 2014.On August 2, 2014, the due date change was processed on our customer’s account. Because of this due date change, during the month of August our customer was responsible for three bi-weekly payments for a total of $611.46 due. Throughout August of 2014, our customer paid $507.64 toward her account. For the month of September 2014, our customer was responsible for two bi-weekly payments for a total amount of $407.64. Our customer paid a total of $307.64 towards her account this month. For the month of October 2014, our customer was responsible for two bi-weekly payments for a total amount of $407.64. Our customer paid a total of $413.00 towards her account this month. For the month of November 2014, our customer was responsible for two bi-weekly payments for a total amount of $407.64. Our customer paid a total of $416.00 towards her account this month.For the month of December 2014, our customer was responsible for two bi-weekly payments for a total amount of $407.64. Our customer paid a total of $418.00 towards her account this month. Between the months of August 2014 and December 2014, our customer accrued a delinquent amount of $179.74 and a $5.00 late fee on her account. For the month of January 2015, our customer was responsible for three bi-weekly payments for a total amount of $611.46. Our customer paid a total of $407.64 towards her account this month. For the month of February 2015, our customer was responsible for two bi-weekly payments for a total amount of $407.64. Our customer paid a total of $404.00 towards her account this month. For the month of March 2015, our customer was responsible for two bi-weekly payments for a total amount of $407.64. Our customer paid a total of $407.64 towards her account this month. At this time in the loan, our customer had accrued a delinquent amount of $397.20 due and two $5.00 late fees on her account. For the month of April 2015, our customer was responsible for two bi-weekly payments for a total amount of $407.64. Our customer paid a total of $412.64 towards her account this month. For the month of May 2015, our customer was responsible for two bi-weekly payments for a total amount of $407.64. Our customer paid a total of $100.00 towards her account this month. Since time of purchase, our customer has had a total of 24 payments come due, totaling $4,891.68. Our customer has paid a total of $4,365.02 towards her account. On April 28, 2015, we contacted our customer and informed her of the reason for her past due amount. We explained to our customer that her account has been running behind since August. The call was disconnected. We attempted to contact our customer back but the customer was not available. On May 27, 2015, we contacted our customer and explained how her account became past due over the life of the loan. We also informed our customer that her account needs to remain under 31 days past due by the end of the month, in order to avoid negative reporting on her credit. Our customer was offered payment deferments for her past due amount which she declined. Our customer’s account is still eligible for payment extensions but is no longer eligible for a due date change. June 9, 2015, we contacted our customer and reiterated the reasons account became past due. Our customer requested DriveTime to pull phone calls for the months of January and February of 2015. Our customer stated that during that time a DriveTime employee provided her misinformation regarding her account. At this time, DriveTime is unable to locate the phone calls that transpired on January 28, 2015 and on February 10, 2015. As of June 10, 2015, our customer’s account has accrued a delinquent balance of $531.66 at 32 days past due. This balance includes the two $5.00 late fees that were assessed. Our customer is responsible for payment of the past due balance owed on the account. In order to avoid negative impacts on her credit, our customer will need to keep the account below 31 days past due by the end of each month. At this time, DriveTime is willing to offer our customer a three (3) payment deferment on her account, to assist with her past due balance. If our customer would like to accept, she will need to contact the Customer Relations Department at ###-###-####, to proceed. 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, [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 don't understand how a company can't address the issues within a complaint but rather repeat themselves with the same answers and won't do a proper investigation to find out what happened with a customer's complaints. They aren't trying to address the issues or complaints that I have and that is proof in the answers they have continue to give and the refusal to do an investigation and admit there were mistakes made on the behalf. Since my initial complaint they have yet to do a thorough investigation but rather give a scripted answer and with the last answer they felt it wasn't even worth their time to give a complete answer because if I only missed a payment from August 2014 to December 2014 in the amount of 179.74  how do I owe 435.48? If the amount I owe now is smaller than the amount they stated on the last answer and the days was fewer how do I owe a smaller amount but the amount of days has increased. Drivetime continues to try and manipulate and say things that aren't true and yet fail to address any concerns or issues that I have and as a company I would thing they have more integrity and honor and would value their customers and try and address any and all issues they may have. Drivetime has yet to address the issues of the amount of money they say I owe, they have refused to do an investigation into whether I was given information regarding my account, and they refuse to admit that there were some mistakes made and as a company they need to correct those so that it does not damage me or my husband credit. At the time I made a due date change and there was a change why did I not receive an updated payment schedule or was told that information? If I was behind on my payments why would it take almost a year to give me this information and when I asked how was that possible I was never given information that made sense or added up with the amounts? Why is Drivetime not able to answer questions about how they came up with the amounts or where my money was applied to? If my payment is 203 and Drive time says I owe 179 how is that possible when it doesn't add up and drive time can't answer the question or explain how it got to that amount? I'm not looking for a handout but a fair and justice investigation and no damage to my credit. I don't want a handout but rather some answers to my questions and concerns and no damage to me or my husbands credit. I don't accept their offer of a deferment because it doesn't address my issues and doesn't hold Drivetime responsible for anything. If I as a customer have to be responsible shouldn't Drivetime be held to the same standards? If I as a customer have concerns and questions shouldn't Drivetime as a company address those issues rather than refusing to do an investigation and give a 25 dollar credit as if that addresses the issues when it doesn't? If I was told that I had missed a payment I could have made that payment if it was truly owed since it was 10 months ago and I would not have any risk to me or my husband credit? If I had missed another payment why wasn't I told that I had missed two payments when these events occurred? Why did it take for Drivetime to say that I missed payments and that I was 30 days late after I questioned the amounts and how they came to these figures? Drivetime needs to do what is right and that is a thorough investigation. I am not looking for a handout but a fair and just investigation instead of some scripted answers that don't address the problem or situation the a customer has concern's about. I don't accept Drivetime response because they aren't addressing the issue but rather is trying to make be accountable for something that isn't my fault but rather theirs. How does Drivetime get 10 days to address a complaint and I only get 3 and they give the same answer to each answer or complaint that is presented to them? I would like to be treated fair with respect to my complaint and would like Drivetime to do justice in regards to this complaint because I don't feel they aren't addressing the issues but rather just giving an answer or an offer so that the Revdex.com can say they made an offer and I refused it and how is that fair? Can Driveitme explain how they got to these numbers and where my money went? Can Drivetime do an investigation that is fair and just and not just give an answer so Revdex.com can side with them.

Regards,

January 14, 2016

text-align: justify;">
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 September 29, 2015, our customer entered into a Closed End Motor Vehicle Lease with DriveTime when he leased a 2005 Mazda Mazda3. The vehicle came with a Vehicle Service Contract for the life of the lease, administered by [redacted]. Attached you will find the Closed End Motor Vehicle Lease and Vehicle Service Contract for your reference.
On November 12, 2015, our in-network repair facility filed a claim with [redacted] for the repairs of water pump, serpentine belt, and coolant. [redacted] advised them that the repairs were covered under the terms of the Vehicle Service Contract.
On November 17, 2015, our in-network repair facility filed a claim with [redacted] for the repair of engine assembly. [redacted] advised them that they would send an inspector to verify the repairs needed on the vehicle.
On November 20, 2015, an inspector verified that sub damage to the vehicle had occurred due to the water pump failure causing the vehicle to overheat.
On that same day, our in-network repair facility filed a claim for the repairs of head gasket, head bolts, A/C belt, and an oil change. [redacted] advised our in-network repair facility that the repairs were approved.
On December 4, 2015, our in-network repair facility contacted [redacted] and filed a claim for the repairs of chain guide, heater hose and spark plugs. [redacted] advised them that the repair of the chain guide was approved, however, the heater hose and spark plugs were non-covered components.
Continued… (Full version provided to the Revdex.com)

August 26, 2015 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 re-address our customer’s concerns. On July 31, 2013, our customer entered into a SimpleInterest Retail Installment Contract with DriveTime when he purchased a 2008Dodge Avenger. The vehicle came with a 3 year/36,000 mile Vehicle ServiceContract, administered through Aeverex. Attached you will find the SimpleInterest Retail Installment Contract and the Vehicle Service Contract for yourreference. On August 30, 2013, the vehicle was brought into arepair facility for brake issues. Aeverex approved resurfacing of rotors butthe brakes were at 40% life and therefor were not replaced. On September 26, 2013, our customer’s wife (an authorizedthird party) called into the DriveTime dealership with complaints againstAeverex. The complaint was due a non-covered seal that was causing the leak inthe vehicle. The authorized third party stated the mechanic “somewhat” fixed itfor them but the seal area was still leaking. Per the notations in the Aeverex notes, the repairfacility informed Aeverex that they do not do this type of work. Aeverex informedour customer that he would need to take the vehicle to a different repairfacility to address the leak. On October 26, 2013, the authorized third partycalled into DriveTime about the leak repair. We advised that would be anon-covered item under the warranty. However, we would be able to look intoassistance if they paid for the repairs. On December 4, 2013, the authorized third partycalled into DriveTime and stated there was a rainstorm and the vehicle gotwater in it. She also advised that the vehicle had been a car accident before time of sale. We advised herto get an estimate for the repairs and to follow up with us. On December 6, 2013, the authorized third partycalled back in to follow up. She advised that the repair facility was still diagnosingthe vehicle. She stated the repair facility did inform her that it wouldprobably be around $300 from what they are seeing so far. She inquired aboutthe assistance via deferment of a payment. We advised she would need to send ina paid receipt to be able to look into completing a deferment on the account. On December 20, 2013, our customer brought thevehicle to different repair facility and a claim was called into Aeverex for awindshield seal and brake pads. These components are non-covered under thewarranty. In addition, they were unable duplicate the transmission slippingissue. On December 23, 2013, we contacted the authorizedthird party to go over her concerns about the leak. She advised that thevehicle had been in an accident that is possibly responsible for the leakissue. We advised her that the Experian AutoCheck History Report our customersigned at the time of sale indicated that there was an accident. This accidentwas disclosed to our customer prior to purchase. The authorized third partystated she would send in her receipts for the seal she paid for out of pocket.She was upset that the seal she paid for did not address the leak issue andthat the repair facility was unable to locate where the leak was coming fromafter windshield was re-sealed. On December 26, 2013, the authorized third partycalled in to see if we had received the receipts. The representative advisedthat we would have to call out to the repair facility to verify the repair waspaid for. This validation had to occur due to the receipt appearing to be inher handwriting. We obtained the repair facility’s phone number from theauthorized third party to verify. On December 27, 2013, we tried to contact the repairfacility to verify the repair was paid for. When we called the phone numberprovided, it went to a personal voicemail. We were also unable to locate therepair facility in that state to obtain a business number. The authorized thirdparty called later that day and we advised her of this information. She advisedthat her friend had completed the work at his small shop located at hisresidence. We advised that if we had known that the mechanic she went to wasnot certified, we would have referred her to a certified repair facility. Wewere unable to confirm the hand written receipts and advised she would need totake it into a certified repair facility. Once we receive the paid invoice, wecan then proceed to process a deferment. On December 30, 2013, we confirmed the out of pocketexpenses from the non-covered repairs mentioned on December 20, 2013. Weadvised that they would need to make a payment on January 3, 2014 before wecould process a deferment. The payment was made on January 4, and we startedthe deferment application on January 7. The deferment application was cancelleddue to the authorized third party stating the vehicle needed to go back into arepair facility. We advised we would adjust the extension as needed if she sentin additional receipts for any non-covered repairs. On January 8, 2014, a repair facility called intoAeverex for brake noise. Aeverex informed the repair facility that brake noiseand brakes in general are non-covered components. On January 20, 2014, we contacted the authorizedthird party regarding these non-covered repairs. She advised us of the repair’stimeframe as well as when she will have the invoice paid. We advised we wouldprocess the deferment once we receive the additional paid receipts. We advisedthat once we process the deferment, the account will not be eligible foradditional deferments for another six months. On February 10, 2014, the authorized third partycalled about the deferment on her account. She was advised that as agreed inprevious conversations, it could not be processed yet because of the new mechanicalissues that arose. We advised that we needed to include those out of pocketexpenses in the deferment. On March 4, 2014, we were in contact with theauthorized third party about the deferment and that we were waiting until thelast non-cover repairs were paid for. She advised she has having the repairscompleted soon and will fax in the paid receipts. On March 25, 2014, Aeverex approved the disccaliper, brake pads, and rotors to be replaced. On April 9 and 10, 2014, we tried contacting ourcustomer and the authorized third party regarding the receipts to complete thedeferment but we were unsuccessful. The account was now at 75 days past due. Our collections department got in contact with ourcustomer and authorized third party regarding the past due amount on theaccount and set up multiple payment arrangements to assist our customer withthe past due balance. On May 5, 2014, the vehicle was repossessed duepayment default. The authorized third party called in regarding the status ofthe account. Our customer made a payment that came back as insufficient funds. We have been unable to contact our customer butwould like to provide the following information: ? In reconditioning of the vehicle, the brakes wereabove minimum standards. ? There was no transmission issues or water damagefound in reconditioning and the repair facilities that the vehicle was broughtto after the sale were unable to locate an issue with the transmission. ? Our customer signed the Experian AutoCheck VehicleHistory Report acknowledging that there was a minor rear end accident. ? We checked the Experian AutoCheck Vehicle HistoryReport, and the report was clear of any flood damage. ? We attempted multiple times to assist our customerand authorized third party with a deferment and payment arrangements. ? Our customer had the first five days of the loanto return the vehicle if they are not happy with their purchase and receivetheir full down payment back. Without any new information, we are still unable toaccommodate our customer’s request to refund the $1,000 down payment. As agoodwill gesture, DriveTime will delete our customer’s trade line from thethree major credit bureaus. DriveTime thanks the Revdex.com fortheir ongoing support. Should you have any questions or concerns, pleasecontact us by calling us at 800-965-8043. Sincerely, DriveTimeCustomerRelations

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customers’ concerns.

At this time, we are unable to accommodate our customers’ request. Our customers have driven 48,741 miles in approximately a year.

On February 28, a third party inspector stated the engine was very low on oil due to a long-term oil leak form the timing cover or oil pan gasket.

Due to the mileage driven, Aeverex has requested oil change receipts. Page two of "DriveTime’s DriveCare Limited Warranty" agreement, under "gasoline engine" states:

"…DriveTime reserves the right to request maintenance records before approval of warranty claims."

Our customers have submitted repair receipts; however, the receipts do not pertain to oil changes.

In order for the repair facility to further diagnose the vehicle, Aeverex has requested our customers authorize the removal of the oil pan. Page three of "DriveTime’s DriveCare Limited Warranty" agreement, under "warranty co-payment" states:

"…If the repair vendor is unable to diagnose the problem in the first hour of labor but ultimately determines the repair is covered under DRIVECARE PLUS, DriveTime will pay for the additional diagnosis time. If the diagnosed repair is not covered under DRIVECARE PLUS, Customer will pay all additional diagnosis labor costs at the regular repair vendor rate."

We encourage our customers to submit receipts for any out of pocket expenses for possible payment assistance.

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.Its a shame that this business would rather not work with someone who had experienced hard times  which brought this about, the payment method that was offered by a third party was [redacted], which they do not accept , however ironically they send them out as a gesture of good will,really, also the second method of payment was a [redacted] card, both of which were  submitted by my girl friend who just wanted to help, [redacted] got rejected because it was submitted as an unauthorized CASH ADVANCE, which was not disclosed till after it was rejected when [redacted] called her!! legal not sure but very shady indeed also payment could not be in one sum had to be in 2 not sure what that was about told it was policy , yeah policy to collect another transaction fee...whatever happens I am done with theses people, this whole thing is paramount to extortion, perhaps legal means are next,possibly states attorney.  thank you for time.

Regards,[redacted]

I took the vehicle to the shop that I was told to take it too. The mechanic could not find any thing wrong with the vehicle. On August 5, the car did the same thing, I was stranded in a hot vehicle in 102 degrees heat. The vehicle would not turn over and I could not remove the key from the ignition switch. I had to put a shirt over the ignition and exit the vehicle, due to the Windows wouldn't let down and I could not remove my keys. I once again called drive time and told them of this situation. I left several messages with their enternal affairs guy and he never returned my call.  I don't feel that crediting my account $25 is acceptable. I have health problems and so do my son. I'm not satisfied.. Once again, this situation could have ended very deadly for me and my son.

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On May 13, 2014, our customer entered into a Simple Interest Retail Installment contract when he purchased a 2007 Dodge Ram. Included you will find the Simple Interest Retail...

Installment contract for your reference.Our customer contacted us in July stating his title was lost and therefore could not register his vehicle. We submitted a request for a duplicate copy of title; typically, these requests can take 6 to 8 weeks.On August 19, 2014, we agreed to exchange our customer into a different vehicle due to amount of time it was taking for his title to arrive.On September 3, 2014, our customer contacted us and informed us he found the title to the vehicle; he stated the vehicle is now registered.As a goodwill gesture, DriveTime has credited our customer’s principal balance $25.00.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

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. We thank our customer for servicing our country. On March 15, 2014, our customer entered into a Simple Interest Retail Installment contract with DriveTime when she purchased a 2007 Acura RDX with 93,016 miles. Our customer purchased a 3 year/36,000 miles Vehicle Service Contract, administrated by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference. 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, no replacement is necessary. 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: "…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." Attached you will the Customer Delivery Checklist for your review. A timeline of our customer’s repair history is as follows: - On May 12, 2014, a repair facility contacted Aeverex and recommended a radiator, head gasket, thermostat, timing chain and tensioner, and exhaust cam at 95,248 miles. Aeverex covered all components covered by the vehicle service contract; however, the thermostat is a non-covered component under the vehicle service contract. - On June 6, 2014, a repair facility contacted Aeverex and recommended an alternator at 95,300 miles. Aeverex covered the component under the vehicle service contract. - On August 25, 2014, a repair facility contacted Aeverex and recommended a turbo/supercharger, meridian reman turbo, and a catalytic converter at 101,540 miles. Aeverex covered the turbo under the vehicle service contract and made an exception to cover the catalytic converter. - On December 10, 2014, a repair facility contacted Aeverex and recommended a turbo/supercharger at 104,067 miles. The turbo/supercharger was covered by the manufacture warranty. We have made several unsuccessful attempts to contact our customer to discuss her concerns. On December 12, 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 her. We encourage our customer to contact our Customer Relations Department at [redacted], to discuss her concerns and submit repair receipts for possible assistance. 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]- [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 June 27, 2014, our customer entered into a Closed End Motor Vehicle Lease Contract for a 2007 Mercury Monterey. Our customer signed a contract agreeing to make 64...

bi-weekly payments of $218.92 beginning on July 12, 2014. Included you will find the Closed End Motor Vehicle Lease for your reference. On July 12, 2014, a payment was due for $218.92. Our customer did not make the payment as scheduled. On July 19 , 2014, DriveTime activated a buzzer within the vehicle as a courtesy to alert our customer of the past due balance. The buzzer is a device that activates upon ignition, which emits a noise to alert our customers when they are in default of the lease agreement. On July 26, 2014, a payment was due for $218.92 making our customer $437.84 past due. On August 1, 2014, DriveTime recovered its collateral due to non-payment. On August 6, 2014, DriveTime contacted our customer to clarify the normal collection processes. Our customer acknowledged our processes and had no further questions.  At this time, DriveTime is unable to accommodate our customer’s request of a full refund. As a goodwill gesture, DriveTime has applied a $25 credit to our customer’s outstanding 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

July 12, 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 re-address our potential customer’s concerns.
On July 12, 2016, DriveTime spoke with our potential customer to address his concerns.  He was concerned that the inventory was limited and he was not given a selection of vehicles to potentially lease. Our potential customer was informed that DriveTime’s inventory is constantly changing, and vehicle selection may be limited for a consumer based on their qualifications, and the inventory DriveTime currently has available.
DriveTime has encouraged our potential customer to explore purchasing or leasing a vehicle with us in the future.
We apologize for any confusion or inconvenience 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 [redacted]

Re: Complaint # [redacted]Dear Ms. [redacted],Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On March 27, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with...

DriveTime when she leased a 2008 Dodge Caliber. Included you will find the Closed End Motor Vehicle Lease Contract for your reference.On May 22, 2015, DriveTime received confirmation that our customer’s insurance on the vehicle had been canceled as of May 8, 2015. Please refer to page 2 of the Closed End Motor Vehicle Lease Contract, under the section entitled “Types and Amounts of Required Insurance Coverage”: “You must maintain insurance in the following amount: (i) Bodily Injury Liability with limits of $25,000 one person/$50,000 for all persons, (ii) Property Damage Liability with limits of $10,000, but in no event less than the state required minimum amounts.”  On June 5, 2015, our customer contacted our lease department in order to make a payment to her account. At that time, DriveTime advised our customer that an updated declaration page from her insurance was necessary to prevent recovery of the vehicle.On June 19, 2015, our customer contacted DriveTime about the pending recovery status of the vehicle. Our customer advised that she would have her insurance company send over a declaration page.On June 23, 2015, DriveTime exercised their contractual right to assign the vehicle out for recovery, as our customer’s insurance had been cancelled, and no current proof of insurance had been provided. Please refer to page 3 of the Closed End Motor Vehicle Lease Contract, under the section entitled “Default, Repossession and Other Remedies”: “The following are events of default: …(c) You do not maintain required insurance….”On June 24, 2015, the vehicle was recovered due to DriveTime having no proof of valid insurance on the vehicle.We have made several attempts to contact our customer to address her concerns, but we have been unable to reach her. DriveTime will continue to attempt to contact our customer to reach an amicable resolution. We encourage our customer to contact our Customer Relations Department at 800-965-8043. We apologize for any confusion or inconvenience this matter may have caused. As goodwill gesture, we have credited $25.00 toward 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,[redacted]. DriveTimeCustomer Relations

I would like to know how Revdex.com was able to ckose out this case without consulting me first. My car is back in the shop for the kast two days. Drive Time states the go through their cars thoroughly? Then why did they sell me a car for 20,000 with brakes that are 90% work and the routers warped. Also, a vaulve all the was gone with an active check engine light. This is second time I've been carless and having to depend on others to get to work. I need this company to honor their advertising and have this comany go through and fix this car thourouly. Thank you.[redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns. On June 6, 2015, when we submitted our first response to the Revdex.com, we included a copy of our customer’s Simple Interest Retail Installment Contract. Attached you will find another copy of this contract. On December 1 and 2, 2014, our customer contacted Aeverex with concerns about a knocking noise while driving and air conditioner issues. Aeverex referred our customer to an in-network repair facility to have the vehicle diagnosed.On December 3, 2014, an in-network repair facility called a claim into Aeverex for a suspension diagnosis, alignment, and HVAC diagnosis. The suspension diagnosis was approved in full under the terms of the DriveCare Limited Warranty; however, the alignment and HVAC diagnosis were not covered. Aeverex made an exception to approve the alignment, but the HVAC diagnosis was not approved.On April 29, 2015, our customer contacted Aeverex and advised she was still having the same issues with an odor coming from the air conditioner from the first 30 days of the loan. Aeverex advised our customer that there was no coverage for odor in the vehicle under the terms of the DriveCare Limited Warranty.On May 1, 2015, our customer contacted DriveTime stating there was a ventilation issue with the vehicle that was making her sick. Our customer stated she did not have the funds to get the vehicle fixed and was considering voluntarily surrendering the vehicle.On May 7, 2015, our customer contacted DriveTime and advised she would be voluntarily surrendering the vehicle the next day due to the ventilation issues with the vehicle. We advised our customer to send us documentation of the issues with the vehicle so we could review options to assist.On May 18, 2015, our customer contacted DriveTime and advised she would be returning the vehicle because it had no heat or air conditioning, and she no longer wanted it. We advised our customer of the process for voluntary surrender and the ramifications a voluntary repossession would have on her credit. Later that day, our customer returned the vehicle to the DriveTime dealership where she purchased.Without any new information, DriveTime is still unable to accommodate our customer’s request to be reimbursed all the funds she has paid into the loan. As an alternative form of assistance, should our customer be willing to enter into a Full Settlement and Release of Claims with DriveTime, we are willing to waive the deficiency balance on her account and delete her trade line from her credit reporting. This settlement offer will stand until July 5, 2015.On June 13, 2015, we contacted our customer and presented her with the settlement offer listed above. Our customer stated she would not accept the settlement offer and would be retaining an attorney to pursue her desired resolution further. At this time, no letter of representation has been received for our customer. 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

October 30, 2015
 
Revdex.com
Ph. (602) 264-5299
Fax (602) 263-0997
 
Re: Complaint # [redacted]
 
To Who It May Concern:
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns.
 
On July 18, 2015, our customer’s first lease payment of $339.18 came due. On the same day, DriveTime received two electronic payments: one for $215.43 and the other for $123.75. At that time, both payments were pending finalization.
 
On July 20, 2015, our customer contacted DriveTime and inquired into why her payments still were showing as pending. We advised our customer that some financial institutions could take up to five business days to complete the payment process. We encouraged our customer to contact DriveTime in a few days to ensure the payment had processed in full.
 
On July 23, 2015, our customer’s payment of $215.43 was reversed. DriveTime attempted to contact our customer, but we were unable to reach her.
 
On July 29, 2015, our customer returned DriveTime’s calls in regard to her account delinquency. Our customer advised her bank statement reflected that the payment for $123.75 had been processed. We informed our customer that the payment was still reflecting as pending in our system. Our customer advised she would pay the $215.43 that had been reversed on July 23, 2015.
 
On July 31, 2015, a payment of $555.00 was applied to our customer’s lease account. Due to the way our payments are applied, the $555.00 was allocated to our customer’s side note first. Her account was then reflecting as paid ahead by $215.82. However, after receiving the payment of $555.00, the previously pending payment of $123.75 made on July 18, 2015 was reversed. This brought the account to be paid ahead by only $92.07.
 
On August 1, 2015, our customer’s next payment of $215.43 came due. With the paid ahead amount of $92.07, $123.36 was still due toward her payment.
 
On August 7, 2015, our customer contacted DriveTime regarding the delinquency on her account. We advised our customer that the payment of $123.75 had been reversed and her account was currently $123.36 delinquent.
 
On August 15, 2015, another payment of $215.43 came due. Later that day, our customer contacted DriveTime to clarify the current amount due. DriveTime once again explained the payment reversal and informed her of the current delinquency amount of $338.79. Our customer advised she understood and paid the delinquent amount, bringing her account current. DriveTime processed the payment and advised our customer she would owe one more side note in conjunction with her next payment.
 
On August 29, 2015, our customer’s next lease payment of $339.18 came due. No payment was received.
 
On September 1, 2015, our customer contacted DriveTime in regard to her past due balance. Our customer was mistakenly advised she owed $215.43, when in fact she owed $339.18. Our customer arranged to pay the requested $215.43.
 
On September 12, 2015, another periodic payment of $215.43 came due. Along with the unpaid side note payment that had come due on August 29, 2015, a total amount of $337.40 was due to our customer’s account.
 
On September 17, 2015, our customer made a payment of $216.00. She contacted DriveTime to ensure the payment had processed and was advised that it had.
 
On September 24, 2015, DriveTime recovered the vehicle due to the delinquency still owed toward our customer’s side note. On the same day, our customer contacted DriveTime to dispute the recovery of the vehicle. Our customer advised she had been informed that she had paid off her side note contract. Our customer sent in bank statements showing the payments from July. After further review, DriveTime advised our customer that the delinquency was not related to the reversed payment in July. We advised our customer the delinquency was from the final side note payment due August 29, 2015.
 
On September 30, 2015, DriveTime submitted a request to credit $300.00 to our customer’s lease account to compensate for her hardship. We are also mailed our customer a $100.00 American Express gift card for the confusion surrounding the handling of her payments.
 
On October 1, 2015, the $300.00 credit posted to our customer’s lease account. $175.00 of the credit was applied toward her recovery fees, and the remaining $125.00 was applied toward her periodic payments. As of October 30, 2015, our customer’s account is current.
 
We apologize for any confusion of inconvenience 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 800-965-8043.
 
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.On Saturday December 6,2014 I talk to Jerry the General Manager on [redacted]. He advised me that I could return the vehicle after asking him twice. That same day the car would not move. On Monday I informed DriveTime that I did not feel comfortable as a customer getting back in a car that was on recall which nobody seemed to car about. I  basically had to get out of professional character for DriveTime to do everything they had done for  me. From towing to giving me a credit to my account. Everything was very unprofessional on their behalf. From doing my research recall cars are not to be sold on the car lot. And I was sold a recalled car. 

Regards,[redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns.Our customer states she called the dealership on December 6, 2014 in regards to returning the vehicle. We advised our customer that we reached out to the dealership in regards to the conversation. The dealership associate stated the customer was informed of the 24-hour return period from date of purchase. We advised our customer we must abide by the contractual agreement signed on December 3, 2014.Our customer also alleges that it is illegal to sell vehicles with recalls on them. Our company does not check for active recalls prior to sale. Additionally, as a company, we research all legal aspects for the states we conduct business in to make sure we are complying with the laws.On page four of the Cancel Anytime Lease Contract, under "Maintenance" it states:"If the Vehicle is recalled, you will have the recall repairs or service performed…We have no obligation to provide you with a replacement Vehicle for any reason."At this time, we are unable to provide our customer with a refund of her down payment. We have made multiple exceptions to get the vehicle fixed without any out of pocket costs and the mechanical issue has been resolved. The credits have posted to her account, leaving the $13.60 past due balance with an upcoming regular payment due on December 26, 2014.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,DriveTimeCustomer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customers’ concerns. On September 17, 2013, our customers entered into a Closed End Motor Vehicle Lease with DriveTime, when they leased a 2006 Chevrolet Uplander that came with a limited...

warranty. Included you will find the Closed End Motor Vehicle Lease and the limited warranty agreement for your reference. At the time of lease, our customers agreed to make periodic payments of $348.40 is due on October 5, 2013, followed by 35 periodic payments of $348.40 on the 5th each month. On September 19, 2014, we recovered the vehicle for default. Please refer to page 3 of the Cancel Anytime Lease, section 11 Default, Repossession, and Other Remedies. On September 23, 2014, our customers paid the past due balance plus recovery fees. On September 25, 2014, we came to an amicable resolution. We agreed to change our customers’ monthly payment to be due on the 15th of every month, starting October 15. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customers’ account. 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