DriveTime

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On April 10, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2011 Dodge Journey. At time of purchase,...

our customer also purchased a Limited Vehicle Service Contract administered by Aeverex.  Attached you will find the Simple Interest Retail Installment and Limited 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, there is no need to replace it. All DriveTime vehicles come with a 30 day/1,500 mile limited warranty and the option to purchase a vehicle service contract.Our customer signed and reviewed a Customer Delivery Checklist. The Customer Delivery Checklist is provided to our customers to ensure they are comfortable with the condition of the vehicle prior to purchasing. We have included a copy of the Customer Delivery checklist for your reference. On June 20, 2015, our customer contacted Aeverex in regards to some hesitations she was experiencing with the vehicle. Aeverex referred our customer to an in-network repair facility to have the vehicle diagnosed. On June 22, 2015, our customer contacted DriveTime stating that she had concerns with the transmission and brakes on her vehicle. We advised to have the vehicle taken to an in-network repair facility to have adiagnostic performed. Once a claim in on file, DriveTime would be able to review for possible assistance. On June 29, 2015, our customer contacted Aeverex stating that the in-network repair facility she took the vehicle was unable to diagnose the vehicle. Aeverex provided our customer another in-network repair facility that would be able to diagnose the vehicle in her area. On July 11, 2015, our customer contacted Aeverex stating that she was experiencing concerns with the brakes of the vehicle. Aeverex advised her that this is a non-covered component under the Limited Vehicle ServiceContract. Our customer was informed that they would need approval for exception from DriveTime to cover these repairs once a claim was updated. On July 14, 2015, DriveTime received an updated estimate from Aeverex with our customer’s brake concerns. The repair facility advised that the brake pads and rotors need to be replaced to address the noise concern. At this time, DriveTime will not be making an exception to cover these repairs since these items are considered maintenance items and our customer has driven the vehicle 9,910 miles since purchase. As a good will gesture, DriveTime has applied a $50.00 credit to our customer’s principal balance for the diagnostic cost of the above claim.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely,[redacted]DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On April 15, 2013, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2007 Jaguar X-Type. Our customer also purchased a 3...

year/36,000 mile DriveCare Limited Warranty administered by Aeverex. Included you will find the Simple Interest Retail Installment Contract and the DriveCare Limited Warranty agreement for your reference.On April 29, 2014, our customer contacted Aeverex regarding issues with the vehicle overheating and the check engine light coming on.On April 30, 2014, our customer had the vehicle towed to repair facility to have the vehicle diagnosed. The repair facility contacted Aeverex recommending the replacement of the coolant recovery tank and upper coolant hose.  The repairs were denied as non-covered components under the limited warranty. Our customer authorized and paid for the failed components.On May 9, 2014, our customer contacted Aeverex stating the repair facility had advised her the vehicle was in need of a new motor.On May 10, 2014, the repair facility contacted Aeverex stating the vehicle is overheating and may need a new head gasket. Aeverex sent a third party inspector to assess the engine repairs needed.On May 12, 2014, the third party inspector concluded the failure to the head gasket and engine was caused by internal engine damage due to the vehicle overheating.On May 16, 2014, we contacted our customer and came to an amicable resolution. DriveTime has agreed to split the cost of repairs with our customer. DriveTime will also provide a two (2)-payment deferment to assist with obtaining the funds needed for repairs.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 [redacted]. Sincerely,DriveTimeCustomer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On April 03, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2007 Buick Lucerne. Attached you will find the...

Simple Interest Retail Installment Contract for your reference. At the time of sale, our customers agreed to make 142 bi-weekly payments of $187.01 and 1 final payment of $184.76, beginning May 1, 2015. On May 15, 2015, our customer was informed her vehicle was out for recovery due to non-payment. Our customer was informed she would need to make a double payment, in full, for $374.02, to stop the recovery process.On May 18, 2015, our customer made one past due payment for $187.01. On May 20, 2015, our customer’s vehicle was recovered for default due to the delinquency balance of $192.01. Please refer to the "Simple Interest Retail Installment Contract," section labeled "Default": "You will be in default if you do not make any payment in full when such payment is due...Additionally, we may take back (repossess) the vehicle" Later that day, our customer was informed she had 24 hours to pay the past due amount of $192.01 and the recovery fee of $325.00 in order to reinstate her vehicle. Our customer was also provided with the recovery agency phone number, so she may gather her personal belongings from the vehicle, if she chooses not to reinstate her vehicle. On June 4, 2015, we contracted our customer and informed her that we would be willing to refund her one payment for $187.01 and her down payment of $700, totaling $887.01. We informed our customer we will receive the check within 3-5 business days and will reach out to her once the check is placed in the mail, to provide a tracking number. Our customer accepted our 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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On January 9, 2015, our customer entered into a Motor Vehicle Periodic Renewal Lease Contract with DriveTime when he leased a 2006 Mercury Milan. Included you will find the Motor...

Vehicle Periodic Renewal Lease Contract for your reference.  At the time of lease, our customer agreed to make 25 bi-weekly payments of $226.76, beginning January 30, 2015.On April 30, 2015, our customer contacted DriveTime in regard to his past due balance. DriveTime advised our customer that he was $575.95 past due because of a reversed payment that occurred on April 11, 2015. At that time, we advised our customer that the vehicle was eligible for recovery, and he was encouraged to bring the account current.On May 6, 2015, our customer contacted DriveTime in regard to the status of his account. We advised our customer that his account remained $226.76 past due, as we had received a total of $349.19 in payments since April 30, 2015.On May 12, 2015, our customer contacted DriveTime and was informed of his current past due balance of $453.52. We discussed payment options with our customer to bring his account current.On May 28, 2015, our customer contacted DriveTime’s lease department and set payment arrangements on his account. Our customer stated he would make a payment of $221.00 on May 29, 2015.On May 30, 2015, DriveTime received a payment of $221.00 from our customer. After that payment was received, our customer’s account had a delinquency balance of $227.28.On June 5, 2015, a payment of $226.76 came due, bringing our customer’s past due balance to $454.04.On June 12, 2015, the vehicle was recovered for default. Please refer to page 2 of the Motor Vehicle Periodic Renewal Lease Contract, section 8, entitled “Default, Repossession and Other Remedies:”““The following are events of default: (a) You fail to pay any payment when due or any other amount you owe under this Lease when we ask you for it….If you are in default, after waiting any time the law requires, we may… Add amounts we spend taking these actions to your Lease obligation and charge rent on the added amount, or at our option, ask you to pay these amounts right away; …Take (repossess) the Vehicle wherever we find it and enter any property where the Vehicle may be to do so….”That same day, our customer contacted DriveTime about the recovery of the vehicle. We advised him that his account was currently 21 days past due, for a total delinquency balance of $454.04. In order to redeem the vehicle, our customer was informed he would be responsible for bringing the account current and paying the fees associated with the recovery. We informed our customer he would have 48 hours to redeem the vehicle, or his Motor Vehicle Periodic Renewal Lease Contract would be terminated. Our customer did not redeem the vehicle in this allotted timeframe, and his lease contract has since been terminated.At this time we are unable to accommodate our customer’s request. We apologize for any confusion or inconvenience this may have caused. As a goodwill gesture, DriveTime has mailed a $25.00 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]DriveTimeCustomer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On November 13, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2007 BMW 5 Series. Our customer...

purchased a 5 year/50,000 miles Vehicle Service Contract, administrated by Aeverex. Attached you will find the Simple Interest Retail Installment 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, 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: "…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. At the time of sale, our customer was provided an [redacted] Vehicle History Report. The [redacted] Vehicle History Report may indicate a prior accident record, a rental or government vehicle, registered in a storm area, and/or a theft record. If any of the items were applicable, these items would be noted in the Vehicle Information section on the [redacted] History report. Our customer signed and acknowledged the vehicle had been in one accident prior to purchase. DriveTime offers a Vehicle Return Program, which gives our customer the ability 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 calendar days. Attached is the Retail Purchase Agreement for your review. The following is our customer’s repair history:- On November 14, 2014, a repair facility contacted Aeverex and recommended replacing brake pads and rotors. Aeverex approved the rotors as an exception and the diagnostic fees. Aeverex denied the brake pads since it is a non-covered component. Later that day, DriveTime made an exception to approve the brake pads. - On November 26, 2014, a repair facility contacted Aeverex and recommended repairs for the steering column, steering control module, a new battery, oil pan gasket, and engine oil. Aeverex approved all repairs recommended. - On December 4, 2014, a repair facility contacted Aeverex to add an alignment to the claim. Aeverex denied that repair since it is a non-covered component. - On December 13, 2014, a repair facility contacted Aeverex and recommended to reprogram the body control module. Aeverex approved that repair under the Vehicle Service Contract. - On December 26, 2014, a repair facility contacted Aeverex and recommended diagnostic test in order to fix the vehicle’s static on radio. Aeverex approved the diagnostic fee as an exception.- On January 23, 2015, a repair facility contacted Aeverex and recommended the following repairs: radio coax, socket housing, SMB Socket connector, HF socket connector, and HF connect pin to fix the static on the radio. Aeverex made an exception to approve all recommended repairs. - On January 26, 2015, a repair facility contacted Aeverex and requested rental vehicle coverage for 30 days. Aeverex made an exception to approve 13 days of rental vehicle coverage at 25.99 per day. We have made several unsuccessful attempts to contact our customer to discuss her concerns. On February 4, 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. We encourage our customer to take the vehicle to a repair facility to be diagnosed. Once a claim is filed with Aeverex, we can determine if the repairs are covered by the Vehicle Service Contract and review non-covered components for possible assistance 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

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 The manner of conversations 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. On September 7, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2010 Jeep Patriot. Attached you will find the Simple Interest Retail Installment Contract for your reference. On September 29, 2013, our customer enrolled in Auto Pay. DriveTime’s Auto Pay option allows our customers to have their payments automatically withdrawn on specified dates in order to avoid late payments or fees. In order to cease this automatic withdrawal, DriveTime must be notified 48 hours prior to the next scheduled payment. On June 3, 2015, a $200 referral credit was applied to our customer’s account. DriveTime offers a Loyalty Program that offers a credit of $200 to be applied to our customer’s account. This credit applies towards the account after the referred customer makes their first payment on their new loan. On June 7, 2015, our customer’s regular payment of $200.48 was drafted from her account due to her enrollment in Auto Pay. On June 8, 2015, our customer contacted DriveTime’s corporate offices to ask about the payment withdrawal. Our customer informed us that a referral credit of $200 should have applied to her account to cover her payment. We informed our customer that in order for the previously applied referral credit to take place of her automatic payment, she would have needed to cancel her Auto Pay. We advised our customer that Auto Pay must be cancelled 2 days prior to scheduled payments in order to prevent the automatic withdrawal. Our customer stated she was not informed of this process and the $200.48 that was withdrawn caused her to overdraft her account by $199.48. On June 10, 2015, the payment was returned due to insufficient funds resulting from a stopped payment. We have made several unsuccessful attempts to contact our customer to discuss her concerns. On June 15, 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 may come to an amicable resolution. We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has applied $25 to our customer’s principal balance. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [redacted]. DriveTime Customer Relations

December 19, 2015Revdex.comPh. (602) 264-5299Fax (602) 263-0997Re: Complaint # 10991350To Who It May Concern:Thank you for bringing this matter to our attention. We appreciate the opportunity toaddress our customer’s concerns.On December 5, 2015, our...

customer entered into a Closed End Motor Vehicle Lease withDriveTime, when she leased a 2006 Chevrolet Equinox. Included you will find the ClosedEnd Motor Vehicle Lease contract for your reference.Later that day, our customer contacted DriveTime to advise of a no-start issue with hervehicle. We advised our customer due to the weekend, we were unable to offer any optionsto assist but would follow up with her the following Monday morning.On December 7, 2015, DriveTime contacted our customer and offered her the options ofone, to take vehicle into a repair facility and have a diagnostic run, we advised we wouldwaive our customer’s diagnostic fee, or two; to return the vehicle at no cost to her andrefund any money paid. Our customer advised she would think it over.On December 8, 2015, DriveTime contacted our customer to see if she had made a decision.Our customer advised she would like to have the vehicle repaired. As a goodwill gesture,we offered our customer a direct bill rental vehicle while the vehicle was being repaired.Later that day, our customer contacted DriveTime and advised Enterprise did not have anyrental vehicles available. As a precaution, we followed up with Enterprise directly to ensurethey did not have any vehicles available for rental. We apologized to our customer for theinconvenience and offered to exchange her into a different vehicle or refund any moniespaid.On December 11, 2015, DriveTime contacted our customer and again offered to exchangeour customer into a different vehicle or refund any monies paid due to the length of timerequired for the repairs.On December 14, 2015, DriveTime advised our customer we would not be investing in therepairs of the vehicle and would replace her vehicle with a comparable year, make andmodel to her current vehicle.On December 16, 2015, our customer contacted DriveTime and advised she would like toaccept our offer to refund any money paid and part ways with DriveTime.On December 18, 2015, a check for $1,100 was overnighted to our customer at a temporaryaddress provided.At this time, DriveTime has come to an amicable resolution with our customer by refundingall money paid.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 haveany questions or concerns, please contact us by calling us at [redacted]Sincerely,DriveTimeCustomer Relations

June 30, 2015[redacted]Revdex.comPh. [redacted]Fax [redacted]Re: Complaint # [redacted]Dear Ms. [redacted],Thank you for bringing this matter to our attention. We appreciate the opportunity toaddress our customer’s concerns.On December 6, 2011,...

our customer entered into a Simple Interest Retail InstallmentContract with DriveTime when she purchased a 2002 Ford Focus. Attached you will findthe Simple Interest Retail Installment Contract for your reference.Our customer agreed to make payments on a bi-weekly basis in the amount of $136.68with first payment due on December 23, 2011.On June 13, 2012, our customer submitted for an Annual Percentage Rate (“APR”) change.Her payments were lowered to $119.82 bi-weekly, with the next payment coming due onJune 22, 2012. Attached you will find a detailed copy of receipts for payments made onour customer’s account from the sale date to present for your review.On October 31, 2014, at 133 days past due, DriveTime placed our customer’s account incharge-off status. Our customer made arrangements with DriveTime to remain in thevehicle and maintain payments until the principal balance was paid off. Once the principalbalance is paid off, our customer’s account will reflect as a paid charge-off.We have made several attempts to contact our customer and address her concerns, but havebeen unable to reach her. DriveTime will continue to attempt to contact our customer tocome to an amicable resolution. We encourage her to contact our Customer Relationsdepartment at [redacted].We apologize for any confusion or inconvenience this matter may have caused. As agoodwill gesture, DriveTime has credited $25.00 to our customer’s principal balance.DriveTime thanks the Revdex.com for their ongoing support. Should you haveany questions or concerns, please contact us by calling us at [redacted].Sincerely,[redacted].DriveTimeCustomer Relations

May 24, 2016

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Revdex.com
Ph. (602) 264-5299
Fax (602) 263-0997 
 

[redacted] 11453352
 
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 February 27, 2016, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2007 Jeep Compass. Attached you will find a copy of the Contract for your review. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation.
The purchase included a 30 day/1,500 mile Limited Warranty, and our customer purchased a Vehicle Service Contract for additional protection. Attached you will find the Warranty and the Vehicle Service Contract for your review.
On April 12, 2016, our customer contacted Aeverex to advise that her check engine light was on. Aeverex referred her to a DriveTime Service Center to have the concern diagnosed. Aeverex advised that the customer would be responsible for the diagnostic fee per the terms of the Vehicle Service Contract.
On April 18, 2016, our customer contacted Bridgecrest to discuss her concerns. The DriveTime Service Center diagnosis stated that the vehicle required an intake manifold - a non-covered item per the terms of the Vehicle Service Contract. Our representative advised that we would obtain a copy of the estimate for review.
On April 19, 2016, Bridgecrest approved the non-covered intake manifold repair as a goodwill gesture. Bridgecrest approved $635.61 in non-covered repairs, and advised our customer that she would be responsible for the $50.00 diagnostic fee.
FULL RESPONSE ATTACHED

October 29, 2015RevDex.comPh.

(602) 264-5299Fax

(602) 263-0997  Re:

Complaint #1[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 August 08, 2015,

our customer entered into a Simple Interest Retail Installment Contract with

DriveTime when she purchased a 2010 Chevrolet Traverse. 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.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. On September 2,

2015, our customer called in to Aeverex and stated that the check engine light

had come on, the brake pedal was making noise, and that the vehicle hesitates

when going. Aeverex advised our customer to take the vehicle into an in-network

repair facility for diagnostic. On October 16,

2015, an in-network repair facility called in a claim to Aeverex for the repairs

of the hydraulic booster and engine mounts. Aeverex advised the in-network

repair facility that these components were non-covered under the Vehicle

Service Contract. On that same day,

our customer contacted DriveTime and stated that the vehicle was in need of

repairs that are non-covered under the Vehicle Service Contract. DriveTime

advised our customer that we would request an estimate from Aeverex for these

concerns and review for a possible exception to the Vehicle Service Contract. On October 20, 2015,

DriveTime made a one-time exception to the Vehicle Service Contract to cover

the cost of repairs of the hydraulic booster and engine mounts for a total of

$1,025.35. At this time, all

repairs that have been called in to Aeverex have been approved for our

customer. We encourage our customer to obtain an updated diagnostic from an

in-network repair facility if she is experiencing additional mechanical

concerns. Once an updated claim is received, DriveTime would like to review additional

concerns for possible assistance. DriveTime has made

multiple attempts to contact our customer to reach an amicable resolution but

we have not been able to make contact. We encourage our customer to contact

Customer Relations at [redacted] to address her concerns.  We apologize for any inconvenience this matter may have

caused. As a goodwill gesture, DriveTime has applied a credit to our customer’s

account in the amount of $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 [redacted] 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 July 22, 2014, our customer entered into a simple interest retail installment contract when she purchased a 2008 Pontiac G5. Our customer elected to purchase a 3...

year/36,000 mile vehicle service contract. Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference.

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

? Protection Plan Vehicle Coverage

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

? Simple Interest Retail Installment Contract

Attached 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 total 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

? GAP Coverage

At the time of purchase, our customer signed and reviewed "What you need to know about financing a vehicle with DriveTime." On page one under subtitle "Financial", it states:

"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/reduce the amount financed.

If you pay late, your contract continues to charge 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!"

Attached you will find the "What you need to know about financing a vehicle with DriveTime" for your reference.

At the time of sale, our customer purchased a vehicle service contract. We encourage our customer to review page 3 of 9 of the "Protection Plan Vehicle Coverage" contract. Under section Covered Parts, it outlines the coverages for both the 36 month /36,000 mile coverage and the 60 month/50,000 mile coverage. Attached you will find the Vehicle Service Contract for your reference.

On September 16, 2014, we contacted our customer to address her concerns. We advised our customer we need a claim on file to review for assistance. As a goodwill gesture, DriveTime offered to cover the first hour of diagnostic time at the original equipment manufacturer.

At this time, we are unable to accommodate our customer request to cancel her contract. Any non-covered repairs can be review for possible assistance.

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 [redacted]- [redacted].

Sincerely,

DriveTime

Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns 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.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, there is no need to replace it.On the Customer Delivery Checklist under “Important Reminder,” it is stated: “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 the Customer Delivery Checklist under “Maintenance Items,” it is stated: “…These maintenance items are subject to replacement only upon failure of the component...” 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, DriveTime is 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 6, 2015, we contacted our customer and presented her with the settlement offer listed above. Our customer stated she would take the offer under consideration. We encourage our customer to contact our Customer Relations department at ###-###-#### once she has come to a decision on the matter. 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

January 15, 2016

text-align: justify;">
Revdex.com

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.

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. When we sell a vehicle to our customers, we provide all keys for the vehicle that were provided when we originally purchased the vehicle. DriveTime is unable to create additional keys prior to sale as this must be performed by the original equipment manufacturer.

On February 24, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2006 BMW X Series. Our customer also purchased a 5 year/50,000 mile Vehicle Service Contract, administrated by Aeverex. Attached you will find the Simple Interest Retail Installment and Vehicle Service Contract for your reference.

DriveTime has made several attempts to contact our customer to reach an amicable resolution. We encourage our customer to contact our customer relations department at [redacted]

At this time, DriveTime is willing to make a one-time goodwill exception to cover the cost of the key FOB replacement at the Original Equipment Manufacturer up to $400.00 in cost. In order to take advantage of this offer, our customer must contact our customer relations department at [redacted]

As an additional good-will gesture, DriveTime applied a $25.00 credit to our customer’s principal balance.

We apologize for any inconvenience or confusion this matter may have caused. Should you have any questions or concerns, please contact us by calling us at [redacted]
Sincerely,

DriveTime Customer Relations
Tell us why here...

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 filing another complaint about Drivetime.I complained about the repairs I had to do on my vehicle costing me $567.00 and another $140 for issues that should not have been done on a 5 year old vehicle. and I was directed to an [redacted] in Customer Relations at drivetime. He seemed nice and acted as if he wanted to help me solved the problem of the repairs. He had me to fax in the receipts and he would work on getting credits applied for the repairs. After a week went by, [redacted] had not called back. So I called him. Did not think much about it at first but 2nd and 3rd day went by, [redacted] had not called back and that was thru this weekend. Now, here today it is Tuesady night and [redacted] has not called me. I demanded to speak to a [redacted] today, who said he was trying to reach me. No one has ringed my phone. I am so upset with Drivetime. This [redacted] man, said I had to make 3 payments totaling $545.00 for him to credit to get a $263.00 credit to my account...REALLY??!!!! What is this!!!! My repairs came out to well over $700 and they wanna give me a $263 credit but I gotta pay $545 and then another $181 that is due the following day. I need some resolution by someone who can help me with my account. [redacted] has not called me back and I have left him numerous messages !

Can I get my credit of $567 for ball and joint and $140 for the muffler system replacemt.

Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns.Standard mail typically takes 7-14 business days to be delivered after it is sent. [redacted] may have sent a check on January 14, 2015; however DriveTime did not receive the check until February 4, 2015, fifteen business days following. The date a loan is paid off is dependent on the date the check is received.At the time of purchase, our customer signed and reviewed the "Important Things You Should Know" document. On page two, under subsection Payments it states:"Your payments are due on the due date. There is no grace period."Without any new information, DriveTime is still unable to accommodate our customer’s request to remove the late mark from her credit.Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,[redacted]DriveTimeCustomer Relations

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

On September 11, 2014, our customer contacted us and set up two postdated payments. Each payment was for a regular, bi-weekly payment of $176.34, and these were set to draft on September 12 and 19.

On September 15, 2014, we placed a courtesy call to our customer to confirm the postdated payment for $176.34 on September 19.

On September 17, 2014, our customer contacted us stating she received a text saying that she has payment arrangement to pay $352.00 on September 19. We informed our customer that her payment arrangement on September 19 was for $176.34. Our customer set another post-dated payment for September 19 for $176.34.

On September 20, 2014, our customer contacted us stating that a double payment was taken out of her account. We informed our customer that a refund request would be submitted and to call back on Monday for a status update.

On September 23, 2014, we informed our customer the refund will take approximately 1 to 3 business days to process.

On October 4, 2014, we informed her the refund was processed on September 22 via [redacted]. On October 7, 2014, we provided her with confirmation number 2911267. We encouraged our customer to contract her financial institution and/or [redacted] to track the status of her refund.

At this time, we have accommodated our customer’s request to refund her payment of $176.34. In order to review her account for possible assistance with regards to any fees charged by her financial institution, we have requested our customer to submit a bank statement for further review.

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

October 28, 2014
[redacted]
Revdex.com

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 August 11, 2014, our customer entered into a Simple Interest Retail Installment Contract when he purchased a 2005 [redacted]. Attached you will find the Simple Interest Retail Installment Contract for your reference.
In addition to autopay, DriveTime provides various options that our customers can utilize to make payments free of charge, such as:
? Pay by Text Message
? Pay by Bank Account (Bill Pay)
? Pay by Mail (Check/Money Order)
For a full list of payment options, please visit: [redacted]
We have made several unsuccessful attempts to contact our customer. On October 25, 2014, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform our customer of our attempts to reach out to him. We encourage our customer to contact DriveTime at [redacted] to address his concerns.
As a goodwill gesture, DriveTime has credited $25 towards our customer’s next scheduled payment.
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. [redacted],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 March 31, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2011 Hyundai Accent. Our customer purchased a 3 year/36,000 miles vehicle service contract, administrated by [redacted]. Attached you will find the Simple Interest Retail Installment and Vehicle Service Contract for your reference.On April 28, 2015, our customer called into DriveTime to inquire about cancellation of the warranty agreement as well as the Skylink GPS system for the account. At that time, DriveTime advised our customer of the cancellation process would take 10-14 business days to reflect towards the principal of the finance account.On May 13, 2015, our customer called into DriveTime inquiring why the refund has not applied to the account. DriveTime advised the process could take up to 14 business days to reflect appropriately, as this would be the 11th day.On May 17, 2015, DriveTime resolve our customer’s concerns. The GPS Skylink refund for $495.00 and Vehicle Service Contract refund for $2,895.00 was applied to our customer principal balance.As a goodwill gesture, DriveTime has mailed a $25 American Express gift card to the address our customer provided.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

May 26, 2015
[redacted]
Revdex.com
Ph. [redacted]
Fax [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 February 21, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a 2007 Ford Explorer. Attached is the Closed End Motor Vehicle Lease Contract for your reference.
At the time of lease, our customer reviewed and signed the Return Anytime Lease document. On page 3, Subtitle Default, Repossession, and Other Remedies, it states:
"The following are events of default: (a)You fail to pay any periodic payment when due or any other amount you owe under this Lease when we ask you for it…(c)You do not maintain required insurance."
Our customer agreed to make one initial payment of $233.27, due on March 7, 2015, followed by 59 periodic payments of $223.51 every other Saturday, to complete the terms of her lease agreement.
At the time of lease, our customers are required to obtain and provide proof insurance prior to leasing the vehicle. It is our customers’ responsibility to obtain the proper insurance for the vehicle and to ensure they are comfortable with their insurance carrier. Attached is our customer’s proof of insurance for your reference.
On April 18, 2015, a payment of $233.27 became due on our customer’s account.
On April 21, 2015, DriveTime’s Lease Customer Service received a call from our customer. Our customer made mention of a current family emergency and promised to pay $497.31 on April 30, 2015. This payment would account for her past due payment and her next scheduled payment.
On April 30, 2015, we received no payment for the promised amount of $497.31. The broken promise was noted on our customer’s account.
On May 2, 2015, a second payment of $233.27 became due, making our customer’s account $466.54 past due.
On May 5, 2015, our customer made a payment of $225.04 leaving the remaining past due amount of $241.50.
On May 13, 2015, DriveTime received notice that our customer’s insurance carrier cancelled her insurance due to non-payment. The effective date of cancellation was listed as May 5, 2015.
On May 15, at thirteen days past due, our customers account was marked as out for repossession.
On May 16, 2015, a third payment of $233.27 became due, making our customer’s account $474.77 past due.
On May 17, 2015, at fifteen days and $474.77 past due, the vehicle was recovered for default. Page 3 of the Return Anytime Lease, section 11, Default, Repossession, and Other Remedies states:
"If you are in default, after waiting any time the law requires, we may… Take (repossess) the Vehicle wherever we find it and enter any property where the Vehicle may be to do so."
At this time, we are unable to accommodate our customer’s request. We have made several unsuccessful attempts to contact our customer to discuss her concerns. On May 21, 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 800-965-8043, so that we might come to an amicable resolution.
We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has mailed a $25.00 [redacted] gift card to our customer’s address.
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted].
Sincerely,
[redacted].
DriveTime
Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address the third party’s concerns.  On December 28, 2013, the third party contacted us and advised us she received a text message. The text message read, “Thank you for your recent...

DriveTime payment of $170.98. Please visit www.mydrivetime.com for full details.”On January 3, 2014, we contacted the third party and advised her we would need a bank statement showing the “unauthorized charge”.  She advised us she is disputing the transaction with her bank.At this time, we have been in contact with the third party and are working towards an amicable resolution.  As a goodwill gesture, DriveTime has sent a $25.00 [redacted] 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,[redacted]DriveTime Customer Relations