DriveTime

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On July 1, 2014, our customer entered into a Closed End Motor Vehicle Lease with DriveTime when she leased a 2009 Dodge Avenger. Included you will find the...

Closed End Motor Vehicle contract for your reference. On September 16, 2014, we contacted our customer and came to an amicable resolution. DriveTime agreed to refund the repossession fees. We apologize for any inconvenience this may have caused.
As a goodwill gesture, DriveTime has also credited our customer’s account $25.00.
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.
Sincerely,

DriveTime
Customer Relations

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I’m writing this letter in-reference to re-opening a prior complaint due to the problem not being resolved as Drive Time stated, Drive Time reached out to me after the Revdex.com complaint. Drive Time instructed me to take the 2010 Chrysler 300 to [redacted] and they would pay the diagnosis fee.  I complied, on 10/9/2014 the vehicle was diagnosed what was found, Oil leak, the oil had not been changed since 1/13/2013 printed on the filter.  I purchased vehicle on 5/10/2014. Both torsion strut bushings split, sway bar bushings bad. Sway bar links bad and left front outer tie rod bad also 4 wheel alignments. Cost $1031.00, Drive Time did not agree to have repairs done there.  Drive Time instructed me to take the vehicle to another of their in-shops, [redacted], and provide them the diagnosis from [redacted].  On 10/16/2014 I took vehicle in and provided list of repairs by [redacted], vehicle out on 10/17/2014, upon pickup the mechanic stated the vehicle was still making noise but this was due to all Chrysler’s making noise.  I took the vehicle to [redacted] to learn that the wrong oil was put into the vehicle, by [redacted], this is specified on oil cap, and also by their list of completion they only put 2 quarts of all in vehicle. 

The vehicle was loud and still making the same noise, I took the vehicle back to Chrysler to ask for another diagnosis paid by me, their response another one not needed. Due to the first thing on the list of repairs done by [redacted] was not performed; also Chrysler’s stated the statement that all Chrysler’s making noise isn’t a true statement. I contacted Drive Time again with update; also the vehicle started having problems with starting and needed a jump to perform. I had the batter checked and put on diagnosis machine at local advance shop was told battery was good but needed charging, I had battery fully charged results full charge on battery.  Car still will not perform without being jumped but once turned off will not start. Drive Time instructed me they did not want to send the vehicle to the same in-shop [redacted] they instructed me to take it to another in-shop which was [redacted], I complied on 11/3/14, I had vehicle towed to [redacted], I received a telephone call from [redacted] that there was nothing wrong with the vehicle but that it needed a new battery. [redacted] had also called this in to Averex warranty. Upon picking the vehicle up [redacted] mechanic road in vehicle with my son and I, the mechanic observed noise inside vehicle also outside. The vehicle taken back into shop repairs found and needed, both front struts upper control arms, install right upper control arm install left upper control arm and alignment needed. [redacted] called in claim $1,500.00 plus it was denied, Drive Time Customer Relations staff [redacted] stated to me that they would close out the old loan acting as if it did not happen. [redacted] stated they would switch me into a new vehicle of choice, but same class and price, and that the down payment amount which was the balance left on the 2006 Commander would transfer. But would not transfer any payments made on 2010 Commander, or reimburse any diagnosis fees paid by me. Also I would need to make my past due payment of $254.25. I agreed and made payment on 11/12/14, on 11/12/14 terms changed, [redacted] stated in order to transfer me into a new vehicle I would have to comply with a new application, credit check and approval. Or if I want to walk away they would provide me a $500.00 check, she explained they did not obtain the balanced left on the 2006 Commander once sold in the auction and took a loss. 

Follow up: On 11/19/14 I spoke with [redacted] customer relations (supervisor) she agreed with the terms being offered and explained that they received $20.00 more from the trade in amount of 4,000.00 plus from the sell of the 2006 commander. [redacted] stated the $500.00 was a courtesy to me only. There have been many inconsistencies, and dishonest statements and practices by Drive Time, at this time I’m willing to walk away as Drive Time state I’m allowed to do at this point, but feel that $500.00 for my trade in that was in good condition, well kept and no- body damage is unseasonal and would not be feasible for me. I would be willing to accept 1,200.00 to walk away as they previously stated that I’m allowed to do. I would appreciate your attention to this matter.

 

Regards,[redacted]

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

DriveTime is currently working with our customer to come to an amicable resolution.

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

Sincerely, 

DriveTime

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.I don't agree with the interest rate, I have looked over my contact and it's doesn't say charged daily. I will just accepted this and hope things get better. I can't worry about it anymore, my health is not good from all the worry

Regards,

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

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

Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. On January 31, 2015, our customer’s account was at 104 days past due and “charged-off” due to non-payment. On February 12, 2015, our customer’s vehicle was sent out for repossession; this was put on hold when an arrangement was made for our customer to pay $1,200 towards her DriveTime account. The payment had to be received by March 27, 2015 to be able to keep the vehicle, even though she was past due $2,400. Our customer made the necessary payment within the allotted timeframe. As a courtesy, we allow our customers to continue driving and paying in charge-off status. We do report to the credit bureaus that we are receiving payments from our customer, but the account will still reflect as a charge-off. As long as our customer is diligent in paying the agreed upon bi-weekly amount, she will be allowed to retain possession of the vehicle.  We have completed the necessary credit reporting updates with [redacted] and [redacted], and they have uploaded our customers’ account information for public viewing. We anticipate the enhancements with [redacted] will be completed no later than the end of April. We understand the importance of building and maintaining a credit score. We also understand the importance of accurately reporting credit activity, and that is why DriveTime has made the effort to complete these system enhancements. We apologize for any confusion or inconvenience this may matter have caused. Per our customer’s request, we have lifted the cease-and-desist on her account.On April 21, 2015, we contacted our customer and came to an amicable resolution. We advised her of the above information and addressed her concerns. We encouraged our customer to contact DriveTime Customer Relations at ###-###-#### should she have any further inquiries. 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

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 have attached the checks mailed to Drive Time from [redacted]. Please see the dates.

Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress 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. 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. At the time of sale, our customer signed a Vehicle Delivery Checklist. On this document under “Important Reminder,” it is stated:“Our focus in the multi-point inspection is primarily the safety and reliability of your vehicle. …Please ensure you are comfortable with the condition of the vehicle prior to leasing.”Additionally, on the Vehicle Delivery Checklist under “Maintenance Items,” it is stated:“These maintenance items are subject to replacement only upon failure of the component.”On June 8, 2015, our customer contacted Aeverex with concerns about a loud noise when braking. Aeverex referred our customer to an in-network repair facility to have the vehicle diagnosed. On June 9, 2015, an in-network repair facility filed a claim with Aeverex for the left-front lower control arms, left-front tie rod end, alignment, and steering diagnosis. Aeverex approved all repairs and diagnostic fees in full under the terms of the Drivers Seat Limited Warranty. On June 19, 2015, an in-network repair facility filed a claim with Aeverex for a steering diagnosis and hood prop rod clip. Aeverex approved all repairs and diagnostic fees in full under the terms of the Drivers Seat Limited Warranty. On June 23, 2015, our customer contacted Aeverex about a check-engine light that was on in the vehicle. Aeverex referred our customer to an in-network repair facility to have the vehicle further diagnosed. No claim was filed in regard to this matter. On July 6, 2015, our customer contacted Aeverex about a knocking noise in the vehicle. Aeverex encouraged our customer to take the vehicle to an in-network repair facility to have this issue diagnosed. Our customer contacted DriveTime and advised she did not wish to take the vehicle back to an in-network repair facility. We advised our customer that we would make an exception to waive the diagnostic fee at an out-of-network repair facility as a goodwill gesture. On July 9, 2015, an out-of-network repair facility filed a claim with Aeverex for the struts, control arm shafts and bushings, rotors, brake pads, oil pan, transmission fluid, and valve cover gasket. The repair facility advised that the leaks, struts, and brakes were just preventative maintenance items and were not a safety concern. The estimate for these repairs was sent to DriveTime for review. On July 13, 2015, DriveTime contacted Aeverex and advised we would make an exception to approve all of the above-mentioned repairs except for the struts, which were deemed only to be a noise concern. Our customer was responsible for a $100 deductible, rather than the standard $200 deductible for an out-of-network repair facility. On July 16, 2015, our customer contacted Aeverex with concerns that she was still hearing a knocking noise in the vehicle. Aeverex advised our customer that she could take the vehicle back to the out-of-network repair facility for further diagnosis, and if there was an issue with repairs that had been approved, the work would be warrantied. Between July 27 and July 30, 2015, an out-of-network repair facility filed multiple claims with Aeverex for the front and rear struts, alignment, front brake pads and rotors, and left wheel bearing. The brake pads and wheel bearing were approved under the terms of the Drivers Seat Limited Warranty, but the remaining repairs were not covered. However, DriveTime made an exception to approve all repairs in full, leaving our customer responsible for only a $100 in-network deductible. We spoke to our customer and informed her of this exception; our customer demonstrated satisfaction with the assistance we were able to offer, and we ended our correspondence on amicable terms. 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 27, 2008, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2004 Chevrolet Impala. Attached you...

will find the Simple Interest Retail Installment Contract for your reference. On May 31, 2010, at 91 days past due, our customer’s account charged off due to non-payment. On July 14, 2010, DriveTime exercised their contractual right to recover the vehicle. Per page 3 of the Simple Interest Retail Installment Contract under the section labeled “Default”: “You will be in default if you do not make any payment in full when such payment is due…. If you are in default… we may take back (repossess) the Vehicle.” On October 9, 2014, an authorized third party contacted DriveTime about settling our customer’s account. We advised that we would be willing to update the status of the account to reflect as a settled charge-off once a payment of $2,520.98 was made to DriveTime via certified funds. On November 25, 2014, our customer paid $2,520.98 toward his account via certified funds. DriveTime agreed to update the status of his account to reflect as “Charge-off Settled,” as outlined in the attached document labeled “Settlement Explanation.” On August 7, 2015, an authorized third party contacted DriveTime about the current status of our customer’s credit reporting. We advised the authorized third party that, because the vehicle was voluntarily surrendered, DriveTime must report accurately per the Fair Credit Reporting Act. The “Charge-off Settled” status refers to the status of our customer’s DriveTime account. It is our understanding that the three major credit bureaus calculate a seven-year period of credit reporting as follows: when a loan charges off or a vehicle is repossessed, they begin the period from the date of a customer’s last delinquency from which his or her account does not “recover.” On August 11, 2015, DriveTime spoke to our customer and came to an amicable resolution. DriveTime made an exception to delete our customer’s trade line from the three major credit bureaus. These updates should reflect on our customer’s credit reporting within 30-60 days. We apologize for any confusion or inconvenience that this matter may have caused. As a goodwill gesture, DriveTime has sent a $25.00 American Express gift card to our customer’s address on file. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us at ###-###-####. Sincerely, DriveTimeCustomer Relations

On July 24, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2008 Audi A4. Our customer purchased a 5 year/50,000-mile Vehicle...

Service Contract, administered by Aeverex. Attached you will find a copy of the Simple Interest Retail Installment Contract and the Vehicle Service Contract for your review.
On March 9, 2016, our customer contacted Aeverex to express concerns with the super charger on the vehicle. Aeverex encouraged her to take the vehicle to an in-network repair facility.
On March 11, 2016, an out-of-network repair facility contacted Aeverex to initiate a claim for the super charger, front macpherson struts, seals and gaskets, washer, cooler line o-ring, vacuum pump, vacuum pump gasket, motor mounts, link bushings, and engine diagnostic.
Aeverex approved the super charger, seals and gaskets, washer, cooler line o-ring, and engine diagnostic under the Vehicle Service Contract.
On March 21, 2016, our customer contacted us for assistance with the non-covered repairs. We informed her we will request the estimate for non-covered repairs and review for possible assistance.
On March 28, 2016, we spoke with our customer about an additional $440 the out-of-network repair facility is wanting to charge her. We advised her that she would be responsible for her $200 deductible, and Aeverex will take care of the difference.
On April 4, 2016, an in-network repair facility spoke with Aeverex to initiate a claim for engine diagnostic, valve cover gasket, left and right front motor mounts, front cam seal, front crank seal, timing belt, and coolant. Aeverex created an estimate and sent it to us for review.
After review, we made an exception to offer to approve the non-covered repairs with a $100 deductible paid for by our customer. We spoke with her on April 5, 2016, to inform her of our offer, at which time, our customer expressed satisfaction and we ended our correspondence on amicable terms.

April 12, 2016
Revdex.com
Ph. (602) 264-5299
Fax (602) 263-0997 
Re: Complaint # 11251334
To Whom It May Concern,
Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns.
On March 17, 2016, we had offered a 50/50 split with our customer regarding repairs for the power steering line and the oil pan. The total estimated cost of these repairs provided by the repair facility was $524.72.
On April 11, 2016, DriveTime received an updated estimate from the repair facility, which included the lower intake gasket. The total estimated cost of all repairs is $837.60.
After further review, DriveTime will cover the $837.60 in full. We are continuing to communicate with our customer regarding this and other vehicle concerns.
DriveTime apologizes for any inconvenience or confusion our customer has experienced due to this matter.
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at 800-965-8043.
Sincerely,
Jeremy N.
DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On August 17, 2013, our customer entered into a retail installment contract when she purchased a 2005 Chevrolet Malibu Maxx. The vehicle came with a 3 year/36,000 mile...

limited warranty. Included you will find the retail installment contract and the limited warranty agreement. On January 9, 2014, we contacted our customer and came to an amicable resolution. As an exception, we have agreed to repair the ignition cylinder lock. As a goodwill gesture, DriveTime has applied a $25.00 principal only credit to our customer’s account. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations

Dear Ms. [redacted],

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

On November 2, 2013, our customer entered into a Closed End Motor Vehicle Lease Contract when he leased a 2004 [redacted]....

He agreed to make 65 bi-weekly payments of

$207.81, beginning on November 16, 2013. The vehicle came with a 3 year/36,000 mile limited warranty administered by [redacted]. The lease contract and limited

warrant agreement are included for your reference.

On November 2, 2013, our customer setup auto pay. If a customer chooses to sign up for auto pay, they will be eligible for a discount on their payments. Our Auto Pay program

allows our customers to set up re-occurring payments.

On January 15, 2014, our customer’s payment was returned as “invalid bank account number.” On January 17, 2014, our customer contacted us to make a payment and

asked to be setup on auto pay.

On March 7, 2014, our customer contacted us stating his bank account is being overdrawn. Our customer may cancel his auto pay; however, he will be ineligible

for the discount.

On November 29, 2013, our customer contacted us stating his pay periods changed. We advised our customer we are unable to modify the lease contract after it has

been contracted, and he would still be responsible to make his payments on time. The terms and conditions agreed upon at the time of the Lease signing are fixed for the term of the lease.

At this time, we are unable to accommodate our customer’s request. Our lease contracts cannot be modified.

As a goodwill gesture, DriveTime has credited $25.00 to our customer’s account.

                      

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

 

Sincerely,

 

[redacted].

DriveTime

Customer Relations

I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

To whom this may concern, The issue wasn't resolved. My problem is that when Drive Time responded back to your company they addressed "he" the other person who is on the title. However this issue is regarding me and how it's not on MY credit as they promised me it would. I didn't ask or care if it went to build his credit I was wanting to build mine. I need this issue addressed immediately as to why it's not showing on my credit as they promised me I'm on the car as well and I'm the one making every single payment ON TIME. I'm not going to continue to pay for a car that isn't building my credit if they're not going to follow through on their word then they can come have their car back. I can be reached at this email provided, thank you.

Regards,

Dear Ms. [redacted],
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customers’ concerns.
On October 6, 2014, our customers entered into a Closed End Motor Vehicle Lease with DriveTime, when they leased a 2005 Honda Civic....

Included you will find the Closed End Motor Vehicle Lease for your reference. At the time of lease, our customers agreed to make periodic payments of $200.82 beginning October 11, 2014, followed by 64 periodic payments of $200.82 due every other Saturday.
On October 14, 2014, our customer’s account was credited $45.04 to the lease payment and $50.00 to the side note payment as a per diem while her vehicle was in the repair facility. At this time, the account was past due three days.
On October 21, 2014, our customer called in regards to the DriveTime not having the proper "lease number" to lease the vehicle legally. Our customer stated this issue had also preventing her from receiving the vehicle’s tags. Our customer was informed that DriveTime does not have a LR number because we pay the taxes for the vehicle upfront. We also informed our customer that if she was having issues at the DMV, our dealership could call and walk the DMV through the registration process. At this time, the account was ten days past due and pending repossession.
On October 23, 2014, we sent our customer a Right To Cure letter to inform her of the past due amount and that the vehicle is eligible for repossession if the account is not brought current by November 12.
On November 14, 2014, the vehicle was recovered due to non-payment. Our customer was advised of the repossession fees and past due amount needed in order to redeem the vehicle. Please refer to page 3 of the Cancel Anytime Lease, section 11, "Default, Repossession, and Other Remedies":
"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… If you are in default, after waiting any time the law requires, we may do any of the following:… (e)) Take (repossess) the Vehicle wherever we find it and enter any property where the Vehicle may be to do so…"
On November 15, 2014, our customer advised us that her bank statement is showing the payment processed and we still repossessed the vehicle. We advised our customer, the system is showing the payment came back due to an invalid routing number. A running bank statement was requested from our customer to further research.
On November 19, 2014, our customer inquired about the screen shot of the bank statement she sent in. We advised the screenshot was not a running bank statement so it was not sufficient. We advised that a running bank statement is needed to validate that the payment properly.
On November 25, 2014, we reached out to our customer to address her [redacted] complaint. We advised our customer that in order for us to assist any further, we would need a running bank statement. Our customer informed us that her attorney counseled her not to provide financial information to that extent and that she should not talk to us until everything is sorted out. We advised we would need a letter of representation to talk to the attorney going forward.
Without a running bank statement, we were unable research the issue further. Based on the payment processing system, the payments in question did not process. The account became past due and was repossessed. At this time, we are unable to assist with our customer’s request to return the vehicle to them free of any payments.
As a goodwill gesture, DriveTime has mailed a $25.00 American Express gift card.
DriveTime thanks the [redacted] for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.
Sincerely,
DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On December 3, 2014, our customer entered into a Cancel AnyTime Lease Contract when she leased a 2009 Chevrolet Cobalt. The vehicle came with the Drivers Seat Limited...

Warranty, administered by Aeverex. Included you will find the Cancel AnyTime Lease Contract and the Drivers Seat Limited Warranty for your reference.On December 8, 2014, our customer contacted DriveTime about her mechanical and tow concerns. Our customer advised that she wanted to return the vehicle with a refund. We advised her that she was unfortunately no longer within the 24-hour return period to grant a refund. However, we made an exception to cover the cost of her tow bill so there would be no out of pocket costs to our customer to get the vehicle diagnosed. We also made an exception to offer rental reimbursement or a per diem credit onto her account for the days the vehicle was in the repair facility.On December 9, 2014, the repair facility advised our customer that the required repair is part of a recall and would be covered by the original manufacturing dealership. Our customer stated she was very upset about the recall, as well as having to tow the vehicle to the manufacturer. We made an exception to cover the tow bill to get the vehicle to the manufacturer. Our customer also advised that she wanted to return the vehicle and get her down payment back. We informed our customer that a refund of the down payment is no longer an option; however, she is free to return the vehicle, as it is a cancel anytime lease.On December 13, 2014, we submitted a request to the Accounts Payable Department to credit the promised per diem credit to our customer’s account for $55.On December 15, 2014, Our Lease Department applied another per diem credit to her account for $123.49. Our customer was responsible for the past due balance of $13.60.On December 16, 2014, we contacted our customer to address her complaint. We advised her of an additional per diem credit that was applied to her account due to the mechanical issues. Our customer advised that a credit to her account does not address her complaint. We advised her that we offered the per diem credits and direct billing for her tow as a result of the mechanical issues mentioned in the complaint. Our customer stated she was told by the dealership that she could return the vehicle on Saturday, December 6. We advised our customer we would follow up with the dealership regarding this conversation.On December 17, 2014, we followed up with the dealership for clarification on the conversation that referenced returning of the vehicle. The dealership stated our customer called them on December 6 to contend the 24-hour return policy. The dealership’s associate went through the return policy with our customer in its entirety. The associate advised us that our customer stated she leased the vehicle on Friday, December 5. The associate informed our customer that if she leased on Friday, she could return the vehicle on Saturday, within the 24-hour return period. Attached is a copy of the "Driver’s Seat Vehicle Return Agreement" for your reference.At this time, we are unable to provide our customer with a refund of her down payment. We have made multiple exceptions to assist our customer with the issues surrounding her vehicle while minimizing any out of pocket costs.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted].Sincerely,DriveTimeCustomer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customers’ concerns. On March 20, 2014, our customer entered into a Cancel Anytime Lease Contract when she leased a 2007 Dodge Caliber. Included you will find the Cancel Anytime Lease Contract...

for your reference. On February 4, 2015, our customer called DriveTime and informed us she would need to make a payment arrangement on her account. Our customer agreed to make her payment of $192.31 on February 12, 2015, as an exception. On February 7, 2015, our customer informed us an automatic payment was taken out of her bank account, causing an insufficient funds fee of $35 from her bank. We informed our customer to fax or email a full running bank statement showing the charges. On February 13, 2015, we informed our customer that we received one page of the bank statement and that we needed a full running bank statement to show charges to her account. We have made several unsuccessful attempts to contact our customer to discuss her concerns. On February 19, 2015, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform our customer of our attempts to reach out to her. We encourage our customer to contact our Customer Relations department at ###-###-####, to discuss her concerns. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s account. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns.On June 30, 2011, our customer’s account charged off due to non-payment. At this time, DriveTime began efforts to recover the vehicle.On February 9, 2015, DriveTime received a request to transfer the title due to our customer’s relocation to a different state.On February 17, 2015, DriveTime made an exception to settle the $2,494.23 delinquency balance on our customer’s account for $1,000.00. This offer was extended until the end of March. We advised our customer that we could not release the title for registration until the settlement amount was paid. This title transfer is not an option at this time, due the account’s charge-off status.On February 18, 2015, our customer contacted DriveTime and attempted to make the $1,000.00 settlement payment. However, the payment card that our customer attempted to use was declined. We gave our customer an alternate option to go to Walmart to make the payment with cash.On March 10, 2015, an authorized third party contacted DriveTime to discuss lowering the settlement offer to $500.00. We advised that $1,000.00 is the lowest amount for which we are able to settle the account.On March 13, 2015, we contacted our customer to address his concerns. We advised that due to the account’s charge off status, paying the offered settlement of $1,000.00 is the only option to have his title released and transferred. Our customer stated that he was unable to settle for the requested amount. He requested we pick up his vehicle as he did not wish to correspond with us further.In order to address our customer’s concerns regarding the payment process, we would like to note we are unable to process transactions over $750 through our third-party payment system. Therefore, any amount over $750 that needs to be paid must be made in multiple transactions. Likewise, our third-party payment system does not accept [redacted] or [redacted] cards as a method of payment. We apologize for any inconvenience this may have caused.At this time, we are still unable to come to an amicable resolution with our customer, as the abovementioned policies still stand.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,DriveTimeCustomer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On July 9, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2005 BMW. Our customer purchased a 5 year/50,000...

miles vehicle service contract, administrated by [redacted]. Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference.  We encourage our customer to take the vehicle to a repair facility to be diagnosed. Once a claim is filed with [redacted], we can determine if the repairs are covered by the Vehicle Service Contract and review non-covered components for possible assistance. As a courtesy, DriveTime has agreed to cover the first hour of diagnostic time.  We have made several unsuccessful attempts to contact our customer to discuss her concerns. On March 18, 2015, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform our customer of our attempts to reach out to her. We encourage our customer to contact our Customer Relations department at ###-###-####, to discuss her concerns. As a goodwill gesture, DriveTime has applied $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

May 8, 2015 [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On April 23, 2015, our customer entered...

into a Closed End Motor Vehicle Lease Contract with DriveTime when he leased a 2006 Chrysler Pacifica. All lease vehicles come with a Life of Lease Limited Warranty, administered by [redacted]. Included you will find the Closed End Motor Vehicle Lease Contract and the Life of Lease Limited Warranty 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, it is not replaced. At the time of lease, our customer signed and dated the Vehicle Delivery Checklist. Page one of the Vehicle 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 leasing." Attached you will find the Vehicle Delivery Checklist for your review. On April 25, 2015, a repair facility filed a claim with [redacted] regarding engine noise. The repair facility advised that the vehicle was running well with no indicated failures. At the time of purchase, our customer signed and reviewed the Driver’s Seat Limited Warranty. On page two, under subtitle Drivers Seat 30 Day/1,500 Mile Limited Warranty, it specifies engine noise as a non-covered condition. On May 4, 2015, DriveTime reached out to our customer regarding his repair concerns. We advised him to take his vehicle to a different repair facility for a second opinion. Once the repair facility files a claim with [redacted], we can determine if the repairs are covered by the Limited Warranty. If any components are not covered, we can then review for possible assistance. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s account. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted]. Sincerely, [redacted] DriveTime Customer Relations