DriveTime

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 6/24/2014 I had notified the Revdex.com about the awful service provided to me from drive time. On June 25th 2014 I got a call from the Retention department, and I explained to them my situation. At the end of the phone call, only one of my offers were agreed on due to the fact of them stating I can not change my payments to monthly, to where it is biweekly right now which is very INCONVENIENT for me. So the retention department agreed that they would allow me to get my oil change. I went to the sears on June 28th 2014 to get my oil change. The lady said that they had not received any notification from DriveTime that I can get my oil change at the current mileage I was at, and that I was not eligible for a oil change yet. We tried calling customer service, but they were close. So the lady that agreed to let me get my oil change, I had called and left her 2 voicemails. Still have not heard back from her. To this point, I am not very happy with DriveTime. The car that I bought from them is very poor, only bought the car because of work and school and needed something fast. I would never recommend anyone to DriveTime. Also I work for LA Times and I will make sure I make a story in the paper about DriveTime and why not choose to get a car from them.

Here is my desired outcome. I want to exchange my car for something different. And I want monthly car payments less than $350 a month. And I dont want to have to pay the $500 deductable for changing cars. Or if that need can't be met, I want my car payments to be monthly, and to lower my car payments to $300 a month. If this need cant be met. There is no other outcome I would desire, but since our agreement was not met about my oil change, and after you lied to Revdex.com stating that my needs were met, I will have no choice but to file a law sue against DriveTime for breaking a agreement that was made. DriveTime it's your choice. And by the way, since my needs were not met, my payment has not been made yet either. So if you shut my car off for no payment, I will even add that to my documents for a law sue against you. Copies of both complaints are on record with my attorney also. And she also will be contacting DriveTime within 3 business days.

Regards,

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

DriveTime’s approval process is subject to verification of employment. DriveTime has made attempts to contact our customer’s place of employment in an attempt to verify information. Per our customer’s request, DriveTime has ceased communication to our customer’s place of employment.

DriveTime’s loan advisors utilize a myriad of resources when attempting to assist our customers with bringing their account current. The purpose of keeping in contact with our customers who have become delinquent, is to prevent them from accruing additional interest, accruing late fees, and the recovery of the vehicle. DriveTime follows the parameters set forth by the [redacted] regarding when and how frequent such calls can be made. Per the account details, DriveTime has not attempted to contact our customer outside of the designated time frame parameter.

DriveTime does not typically send email correspondence to our customers other than to inform that we cannot discuss account information via email. We advised our customer of this communication policy and requested he contact our Customer Relations department in order to assist.

Per our customer’s request, we have put a full cease and desist on our customer’s account allowing for letters and emails only. Although all collection activity via telephone will permanently cease for the duration of the Contract, our customer is still responsible for any remaining payments over the duration of the Contract. Please refer to the Simple Interest Retail Installment Contract for additional consequences related to non-payment, up to and including repossession of vehicle.

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

Thank you,

DriveTime Customer 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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On March 9, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2006 Jeep Liberty. 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 - What you need to know about financing a vehicle with Drivetime - Simple Interest Retail Installment Contract Included you will find a copy of the above referenced documents for your review. DriveTime offers a Vehicle Return Program, which gives our customer the ability to return the vehicle to DriveTime and terminate his 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 from the purchase date. All details regarding the Vehicle Return Program are included in the Retail Purchase Agreement. DriveTime’s vehicle pricing is subject to several factors. Included in the total sale price of our customer’s vehicle are the following: - DriveTime’s DriveCare Limited Warranty - GPS device providing anti-theft services - GAP coverage On April 7, 2015, we informed our customer we are unable to accommodate his request to refund $500.00. 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, 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 today: July 6, 2015, I received a Redemption and Reinstatement Form, dated: June 30, 2015. I have filed several Revdex.com Complaints against this company: Drive Time Automobile Company where the location that I purchased my vehicle from: Temple, Texas (about 30 miles from Waco, Texas).All documents have been submitted to Revdex.com except the mailing in question. This vehicle was picked up on: June 26, 2015 without notice. I faxed this company a letter on June 25, 2015 requesting to:(1). Remove the $495.00 amount for the GP; (2). Remove the $595.00 amount for Gap Insurance; (3).Extended Warranty adjustment has not been completely deducted from my loan from this company and(4). My loan balance is higher today than the price of the vehicle when I purchased it in January 2, 2015.(1). To be made whole; (2).To be reimbursed for an amount to be determined based on the time that it takes for this matter to be resolved.

Regards,

April 22, 2015 Lyndsey Mullens Revdex.com Ph. ###-###-#### Fax ###-###-#### Re: Complaint # [redacted] Dear Ms. Mullens, Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns....

On January 30, 2012, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2006 Chrysler PT Cruiser. Attached is the Simple Interest Retail Installment Contract for your reference.On April 20, 2015, we spoke with our customer and informed him the modification paperwork he submitted was received in a timely matter. We informed our customer a DriveTime error caused his modification to expire.At this time, we are in contact with our customer to complete his modification request. We apologize to our customer for any confusion or inconvenience this has caused. As a goodwill gesture, DriveTime has applied a $25 credit to our customer’s principal balance and waived the $5 late fee. 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 February 17, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime, when she leased a 2004 Hyundai Sonata. All lease vehicles come with...

a Life of Lease Limited Warranty, administered by Aeverex. Included you will find the Closed End Motor Vehicle Lease Contract and the Life of Lease Limited Warranty Contract for your reference.A timeline of our customer’s repair history is as follows:- On March 3, 2015, a repair facility filed a claim with Aeverex, for an intake tube hose repair. The repair was approved.- On March 10, 2015, a repair facility filed a claim with Aeverex for additional repairs. It was noted that the repair facility had misdiagnosed the vehicle the first visit. Aeverex approved the repairs for the intake gasket, signal bulbs, the throttle body, and throttle body gasket.- On March 16, 2015, a repair facility filed a claim with Aeverex, for the repair of the mass air flow sensor. The repair was approved.- On April 3, 2015, a different repair facility filed a claim with Aeverex for the air system valve and the throttle position sensor. The repair for the air system valve was approved.On March 18, 2015, our customer contacted DriveTime in regards to the number of repair facility visits. DriveTime offered to credit the account one full payment, for a total of $192.85, for her inconvenience. The payment was applied to our customers account on March 20, 2015.On March 31, 2015, our customer called DriveTime regarding additional mechanical concerns. DriveTime advised our customer to visit a different repair facility for a second opinion. We waived the diagnostic and deductible fees as a customer service gesture. We also offered rental reimbursement of up to $25.99 per day while her vehicle was in theshop. Our customer declined our offer for rental assistance and inquired about returning the vehicle. We informed our customer that she had entered into a "Return Anytime Lease" and referenced page 3, section 12, subtitle Early Lease Termination which states:"You may terminate (end) this Lease early. To do so, you must return the Vehicle to us and pay us the amount due at early end…Our customer has requested DriveTime to place her in another car, at least until the repairs are completed. At this time, we are unable to accommodate this request. We have made several unsuccessful attempts to contact our customer to discuss her concerns. On April 17, 2015, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform our customer of our attempts to reach out to her. We encourage our customer to contact our Customer Relations department at ###-###-####, so that we might come to an amicable resolution.As a goodwill gesture, DriveTime has mailed a $25.00 American Express gift card.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,[redacted]DriveTimeCustomer 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 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

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

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 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 re-address our customer’s concerns. On February 5, 2015, our customer entered into a Closed End Motor Vehicle Lease with DriveTime, when she leased a 2006 Ford Fusion. Included you will...

find the Closed End Motor Vehicle Lease agreement for your reference.Our customer’s payment schedule is determined by the proof of income provided at the time of lease. Our customer agreed to make 30 bi-weekly payments, beginning on February 26, 2015.The term of our lease program is designed for a specific amount of time, for this reason we are unable to process any modifications through the life of the lease. DriveTime’s Closed End Motor Vehicle Lease program allows our customers to return the vehicle and cancel the lease, anytime, with no penalties or refund. On August 14, 2015, the vehicle was repossessed due to nonpayment.  On August 19, 2015, we contacted our customer and reached an amicable resolution. DriveTime has agreed to waive any repossession fees and re-contract our customer with her correct payment schedule. Our customer agrees to pay any past due 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,DriveTimeCustomer Relations

September 25, 2015 [redacted]   Re:Complaint #10816318 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 November 24,2010, our...

customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2008 Chrysler 300. At the time of sale, our customer agreed to make 121 bi-weekly payments of $209.85 and one final payment of $208.27, beginning on December 11, 2010.  Attached you will find the Simple Interest Retail Installment Contract for your reference. On August 7, 2015, DriveTime contacted our customer in regard to curing the delinquency balance on her account. We provided a payoff quote of $ 268.94 which was applicable for 10 days. Our customer stated she would make the payment online. On August 14,2015, a payment of $211.00 was made by our customer. This payment did not cure the delinquency balance on the account and remained past due. On August 27,2015, our customer contacted DriveTime stating that she will be making a payment online and to update the address on the account. We informed her of the delinquency balance on the account and our customer stated she would make this payment online. On September 1, 2015, DriveTime contacted our customer in regard to curing the delinquency balance of her account as the account now reflected as 31 days past due.DriveTime provided payment options for our customer to cure the delinquency balance. Later that day apayment of $ 61.26 was received and applied to our customer’s account. This payment satisfied the remaining balance on the loan and the title for the vehicle was sent to our customer. To insure accuracy and quality, DriveTime has reviewed the calls in question. After further review,the actions described do not match our findings.  DriveTime is unable to remove the 31 day past due credit mark on our customers reporting. We are required to report accurately and are not able to falsify our reporting. On September 21, 2015, DriveTime contacted our customer to advise her of this information. We apologize for any confusion or inconvenience this matter may have caused. As a good will gesture, DriveTime has sent a $25.00 American Express gift card to our customer’s address we have on file.  DriveTime thanks the Revdex.com for their ongoing support.  Should you have any questions or concerns, please contact us by calling us at [redacted]  Sincerely,  [redacted]DriveTime Customer Relations

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

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

January 7, 2016

text-align: justify;"> 
 
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 March 5, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2008 Kia Rondo. Our customer also opted to purchase a 5 year/50,000 mile Vehicle Service Contract, administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference.
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 point inspection is primarily the safety and reliability of your vehicle…Please ensure you are comfortable with the condition of the vehicle prior to purchasing.”
At the time of sale, our customer signed the “Customer Delivery Checklist.” Attached you will find the Customer Delivery Checklist for your review.
On that same day, our customer was provided an Experian AutoCheck Vehicle History Report. The Experian AutoCheck Vehicle History Report may indicate a prior accident record, a rental or government vehicle, registered in a storm area, and/or a theft record. The Experian AutoCheck History report stated that the vehicle had been in one (1) accident prior to our customer purchasing the vehicle. Our customer signed and acknowledged understanding of the Experian AutoCheck report, attached for your review.
On December 18, 2015, our customer contacted Aeverex and stated concerns with the wheel on the vehicle. Aeverex advised her to take the vehicle into a repair facility for diagnostic.
Continued… (Full version provided to the Revdex.com)

February 10, 2016

Revdex.com
Ph. (602) 264-5299
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.
DriveTime apologizes for any delays in processing our customer’s $64.25 credit. When we spoke with our customer on January 27, 2016, she advised us that she would shortly be relocating to [redacted]. As we did not have her [redacted] address at that time we offered to apply the refund as a credit to her account. If our customer requests the refund be disbursed as a check DriveTime will do so.
On February 1, 2016, we determined that an [redacted]a title was issued for our customer on January 27, 2016. Our customer will need to submit a move request to the [redacted] DMV. They will send a request for the [redacted]a title to DriveTime and we will transfer the title to [redacted].
DriveTime apologizes for any inconvenience this has caused. We invite our customer to contact us with any questions or concerns she has.
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,

Jeremy N.
DriveTime Customer Relations

I totally understand that there will be wear and tear on the vehicle, that is not the problem, the problem is I have had the car less then a year and all these problems have come up and the fact that my tire almost fell off the vehicle with my young children in the car, I have also been sending email and calling DriveTime for over 6 months to ask for assistance with this and the only time they respond is when I took my problem to a public forum and then to the Revdex.com, why does it take for me to go through all this for them to finally respond, sounds like they are guilty to me, otherwise they would have responded to my very first email 6 months ago, or the one I sent 5 months ago or the one I sent 3 months ago, or maybe they could have responded to the 50 calls I made to them about the problems with the vehicle, instead I had to take my problem with the car to facebook, then to other social media sites and complaint boards and finally the Revdex.com for DriveTime to respond, this company is a sham, they should not be allowed to sell a car for $16,000 that is only worth $2,500, they should not be allowed to sell cars that are faulty like mine and the thousands of other customers that I see have complained, this company should not be allowed to do business at all. I took this car into Midas to find out what was wrong and Midas comes back with a $1,297 repair quote, when I presented that to DriveTime they said they would pay $240 of the labor and I would pay $600 for the parts, when I asked how they came up with a total bill of $840 compared to my quote at the same repair facility they went through, my cost was $1,297,

May 24, 2016

justify;"> 
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