DriveTime

Re: Complaint # [redacted]

serif;">  Dear Ms. Hill,   Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On December 17, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2008 Chevrolet Impala. All DriveTime vehicles come with a 30 day/1,500 mile limited warranty and the option to purchase a Vehicle Service Contract. 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, Limited Warranty, 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 ensure you are comfortable with the condition of the vehicle prior to purchasing.” If our customers are dissatisfied with their purchase for any reason, DriveTime offers a Vehicle Return Program that allows them to return the vehicle and terminate their Simple Interest Retail Installment Contract within the first five days of their loan. Please refer to page 1 of the Retail Purchase Agreement, under Vehicle Return Program: “We will give you the ability to return the Vehicle to DriveTime and terminate this retail installment contract so long as you return the Vehicle: 1) To the DriveTime dealership where you purchased it within five calendar days…no later than the close of business on the fifth calendar day….” On December 21, 2015 our customer contacted DriveTime Customer Relations to discuss concerns he had with his tires.… (continued in the full version submitted to the Revdex.com)

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 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,

To Whom It May Concern:

face="Times New Roman">  
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
DriveTime strives for all advertising materials to accurately represent the vehicles we offer for sale. On rare occasions, we can have a discrepancy between an online listing of a vehicle and actual features of the vehicle at the dealership. 
When including features on our online advertising, DriveTime pulls the features from the original manufacturer by using the vehicle’s identification number. This report identifies features that are compatible with the vehicle. DriveTime does not install any manufacturer produced components to our vehicles, such as Bluetooth, DVD players, etc…
Prior to purchasing a vehicle, our customers have the opportunity to inspect and test drive the vehicle they are interested in. We provide this opportunity to all of our customers to ensure they are satisfied with the vehicle prior to purchase.
On December 18, 2015, DriveTime contacted our customer in an attempt to address her concerns and reach an amicable resolution. DriveTime advised her that due to the circumstances, we would offer her the opportunity to get into a different vehicle with us. Our customer was satisfied with the resolution provided and opted to purchase a 2008 Jeep Grand Cherokee with us. 
We apologize for any confusion or inconvenience this matter may have caused. 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. If you have any questions or concerns, please contact us at [redacted]
Sincerely,
DriveTime Customer Relations

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

December 7, 2015[redacted]Revdex.comPh. (602) 212-2232Fax (602) 263-0997  Re: Complaint # 1[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 12, 2015, our customer entered into a Simple Interest

Retail Installment Contract with DriveTime when he purchased a 2013 Ford Focus.

Attached you will find the Simple Interest Retail Installment Contract for your

reference. On November 12, 2015, our customer contacted DriveTime to advise

that the title and registration paperwork that was sent to his local Department

of Motor Vehicles for the vehicle had been rejected. DriveTime advised our

customer that we would research the matter as to why the paperwork had been

rejected. On November 13, 2015, DriveTime informed our customer that the

title for the vehicle could not be notarized because of a new Power of Attorney

form in the state of Colorado that needed to be signed by our customer to

finish the registration process. On that day, our customer returned to a

DriveTime dealership to sign the new Power of Attorney. DriveTime sent this

updated documentation to our third party vendor to complete the registration

process. In that state of Colorado, DriveTime utilizes a third party vendor

to complete the tiling and registration for our vehicles after sale. DriveTime

provides all the proper documentation to the third party vendor, whom in

return, are able to work with the Colorado Department of Motor Vehicles to

complete the registration process. On November 18, 2015, our customer contacted DriveTime to advise

that he had not yet received the permanent registration tags for the vehicle.

DriveTime apologized for the delay and advised the documentation had been sent

to the third party vendor and is being processed currently. As a good will

gesture, DriveTime sent a $25.00 American Express Gift Card to our customer for

the delay. On December 3, 2015, our customer contacted DriveTime to advise he

had received the plates and registration for his vehicle. As a result, our

customer’s concern had been resolved. As an additional good-will gesture, DriveTime has applied a $25

credit towards our customer’s principal balance. We

apologize for any inconvenience and confusion this matter may have caused. Should

you have any questions or concerns, please contact us by calling us at

[redacted] Sincerely, Justin M. DriveTime Customer Relations Department

March 29, 2016

justify;">
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.

On February 5, 2016, our customer entered into a Closed End Motor Vehicle Lease with DriveTime when she leased a 2009 Dodge Journey. Attached you will find a copy of the Lease Contract for your review.

Our customer was also enrolled in the DriveTime Drivers Seat Program, which comprises the Drivers Seat Limited Warranty and the Drivers Seat Maintenance Program. Attached you will find a copy of the Drivers Seat Program Registration for your review.

Neither the Lease Contract nor the Drivers Seat Program contain provisions for assistance with transportation while the vehicle is in a repair facility. There are also no contractual provisions regarding assistance with payments while the vehicle is in a repair facility.

After reviewing our customer’s situation, including the length of time she has spent in the lease, and the length of time the vehicle has been in repair facilities, DriveTime has offered to credit our customer’s account one bi-weekly payment of $242.79. Our customer has accepted this offer.

DriveTime sincerely apologizes for any inconvenience this has caused our customer, and we encourage her to contact our Customer Relations Department at [redacted] should she have any further questions or concerns.

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

Sincerely,

Jeremy N.
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 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 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

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

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

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

January 27, 2016

justify;">
Revdex.com

Re: Complaint # 1[redacted]

Dear Ms. [redacted]

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

On September 9, 2015, DriveTime began working with our customer to locate a vehicle to fit her needs. Since that time, our customer has visited our dealership and test drove multiple vehicles.

On October 14, 2015, our customer contacted DriveTime to place a hold on a 2008 Ford Edge and advised she would return on October 16, 2015 to provide the remainder of the down payment on the vehicle.

On October 17, 2015, the hold on the vehicle was canceled.

On October 22, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2011 Buick Lacrosse. Attached you will find the Simple Interest Retail Installment Contract for your reference.

At this time, DriveTime is able to rescind our customer’s Simple Interest Retail Installment Contract as requested and return the down payment of the vehicle of $1,500.00 as a good will gesture. In order to take advantage of this offer, our customer must contact the customer relations department at [redacted] and return the vehicle to a DriveTime sales lot.

DriveTime has made several attempts to contact our customer to reach an amicable resolution. We encourage our customer to contact us at [redacted] with any further questions or concerns.

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 humbly reject because Drive Times offer of a 25$ credit pales in comparison to the loses of my vehicle. I was lied to by their staff on countless occasions. When making my payments, I paid in such a way as to never be delinquent. The customer service rep did not inform me of the lapse in policy. However, I know why. After speaking at length with a manager at drive time [redacted] I was informed why. Drive time has unethical business practices. The sell the shame insurance only to get [redacted] off of the lot.I do not want anything else to do with them. I want the insurance that I was paying for along with the gap insurance that I was paying for to cover the vehicle damage thus cancelling the loan and terminating our business together. Drive time is no longer worthy of my business.

Regards,

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

I previously purchased a vehicle and insurance from Drive Time. I had a wreck and they refused to cover me at which time I filed a Revdex.com complaint. It was finally resolved with me agreeing to pay 1500 to drive time in order for the cancellation of the loan and it being reflected on my credit as a PAID off loan. Those were the terms of our agreement. However, once I looked at my credit report I noted that they have reported a repossession which is wholly false.

I want this bogus repossession removed from my credit report.

Regards,

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 June 10, 2011, before purchasing a vehicle with DriveTime, our customer filed for...

Chapter 7 bankruptcy. This bankruptcy was discharged on September 13, 2011. On February 22, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2011 Ford Edge. Attached you will find the Simple Interest Retail Installment Contract for your reference. In October 2014, DriveTime temporarily ceased credit reporting to all three major credit bureau agencies. This cease was due to required system enhancements taking place in the manner DriveTime reports to the credit bureaus. We have completed the necessary updates with [redacted] and [redacted], and they have uploaded our customers’ account information for public viewing. [redacted] has recently completed these updates, as well. 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. After a recent extensive review, we determined that there were serious questions about the ability to report bankruptcy accounts accurately. As a result, we were temporarily unable to report accounts with previously filed bankruptcies, in order to ensure no inaccurate reporting occurred. This change was also required to ensure DriveTime was in compliance with the Fair Credit Reporting Act. At this time, DriveTime has found a resolution to report accurately for accounts that have had a previously dismissed bankruptcy. This update should reflect on our customer’s credit reporting within 30-60 days. We will be reinstating these trade lines with [redacted] and [redacted]. On September 3, 2015, we contacted our customer and came to an amicable resolution. We discussed the above information and advised our customer to contact us at ###-###-#### with any further questions or concerns. As an additional goodwill gesture, DriveTime has applied a $25.00 credit towards our customer’s principal balance. We thank the Revdex.com for their continued support. Should you have any questions or concerns, please contact us at ###-###-####. Sincerely, [redacted] DriveTime Customer Relations

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

I would like to think you for your time. The dispute is not about the contract, but about Drive Time selling me a lemon and they do not want to help with repairs or pay for my driveway to be clean. 

On April 22, 2014, I contacted DriveTime customer service regarding the oil change indicator light coming on. They told me to take it to the dealership, because they probably forgot to turn the oil sensor off. Went to Drive Time and Mr. [redacted] talked to his manager and they took the truck in the back for about 15min. The manager returns and told me it was just the sensor. It was not the 21st because I attend school on Wednesday's if I need to I can get a copy of attendance. 

On April 28, 2014, I call Drive time because I smelled fumes in the truck it had my nose burning and hands smell like fumes. I call Everex and they gave me two mechanics. The first mechanic schedules me for May the 5th and it was April the 28th. The second mechanic told me call him just before I leave work to see if he could get me in, for the whole week he could not fit me in they were just that busy. Now it Friday and I get home, I see there is oil coming from out from under the truck. Now I call customer service again. I was ok with the conversation, but she did tell me to get an estimate for the oil clean up. So I went to drive time to talk to the sale about get the oil clean up done. I told about the problem and the first thing can out of the manager mouth was he was not about pay for oil clean up now the conversation was out of control. 

May 2, 2014, I told them they need to get the truck repaired I was trying all week. I return the truck for repairs gave the keys to [redacted], he did not say one word he took the keys and walk away I left. 

On May 3, 2014, I contacted Drive Time customer service regarding the conversation I had with the manager. He told me the only time I call was on the 2nd of May; I explain to her, he  was saying that I was lying. When I inform her the truck was at Drive Time and they need to get it repaired. She said "it was a voluntary repo. 

Here is the email Aeverex send me. I call him all week. 

I have added pictures of the sut on the engine where it look like the oil was burning off, When they reset the sensor they had to see that. I also provide a bill for the oil clean up, a picture with the time stamp when I return truck for repairs, and my neighbor statement. 

Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns On July 3, 2015, our customer contacted [redacted] with concerns about a noise when backing the vehicle up. [redacted] referred our customer to an in-network repair facility to have the vehicle diagnosed. On July 6, 2015, an in-network repair facility filed a claim with [redacted] for the accessory drive belt tensioner, lower ball joints, upper control arms, brake pads, rotors, and brake diagnosis. [redacted] approved all repairs and diagnostic fees in full under the terms of the DriveCare Limited Warranty. On July 10, 2015, DriveTime’s Customer Relations department contacted our customer in response to concerns she had voiced about non-covered repairs that were needed on the vehicle. We advised we would review an estimate for possible assistance, then contacted [redacted] and advised them to accept an upcoming claim for a broken grill and door. Later that day, our customer contacted [redacted] about the above-mentioned grill and door. [redacted] referred our customer to an in-network repair facility to have the vehicle diagnosed; however, no claim was ever filed with [redacted] in regard to this matter. On July 13, 2015, our customer contacted [redacted] with concerns about a tire issue, rust under the vehicle, and the steering wheel vibrating. [redacted] referred our customer to another in-network repair facility to have the vehicle diagnosed. That day, an in-network repair facility called a claim into [redacted] for the left-rear caliper. [redacted] approved all repairs and diagnostic fees in full under the terms of the DriveCare Limited Warranty. On July 20, 2015, our customer contacted [redacted] about a no-start issue with the vehicle. [redacted] encouraged our customer to have the vehicle towed to an in-network repair facility for further diagnosis. On July 22, 2015, an in-network repair facility filed a claim with [redacted] for the steering column and steering diagnosis. [redacted] approved all repairs and diagnostic fees in full under the terms of the DriveCare Limited Warranty. On July 23, 2015, we contacted our customer and attempted to address her concerns. At that time, our customer advised the vehicle was operating well. We advised our customer to contact [redacted] if any further mechanical concerns with the vehicle were to arise. If our customer is still experiencing issues with the vehicle, we encourage her to contact [redacted] at [redacted]. Once a claim has been filed, if any repairs are not covered under the terms of the DriveCare Limited Warranty, we will review potential options to assist. Likewise, we encourage our customer to contact our Customer Relations department with any further questions or concerns at ###-###-####. 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 March 1, 2014, our customer entered into a retail installment contract when he purchased a 2012 NISSAN ALTIMA 4C. A copy of the Simple Interest Retail Installment...

contract has been attached for your reference.

On April 9, 2014, our customer contacted us stating he was involved in a car accident. Our customer stated the repair facility informed him there was existing damage to the vehicle from a previous accident. Our customer informed us his insurance company will not pay for the repairs from his accident, due to the previous damage to the vehicle. At that time, we offered our customer payment deferments to assist with the out of pocket expense for vehicle repairs.

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. The [redacted] report did not show any reported accidents for this vehicle. The [redacted] Report has been attached for your reference.

On April 25, 2014, we reached out to our customer and explained to him if the previous owner failed to report an accident, it would not be available for disclosure on the [redacted] report or for DriveTime to disclose to him.

At the time of purchase, we also provided our customer with the What You Need to Know about financing a vehicle with DriveTime document. On page two, under "Other Stuff" in the "Title History Report-Unreported Information" section it states the following:

"You have received and reviewed your title history report. The [redacted] report is created by a private company not affiliated with DriveTime. [redacted] gets information from government and private businesses. We give this report to you as a courtesy. Use or damage information about the vehicle not listed on the report given to you may appear on reports created by other private businesses (for example, [redacted]) or on an [redacted] report obtained after you purchased the vehicle. You should research the vehicle thoroughly before purchasing and fill out the [redacted] Buyback Protection Registration Form after purchasing."

Our customer read, signed, and agreed to the terms listed above. The What You Need to Know about financing a vehicle with DriveTime document has been included for your reference.

At this time, we are unable to accommodate our customer’s request to pay for repairs to his vehicle from a previously undisclosed accident. We have offered to provide payment deferments due to out of pocket expenses as a means of assisting our customer. We encourage our customer contact us at [redacted] to complete our offer.

As a goodwill gesture, DriveTime has applied a $25.00 principle 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 [redacted].

Sincerely,

DriveTime

Customer Relations

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

I have declined Drivetime offer cause I feel like that is not in my best interest of getting my car fixed. Drivetime is supposed to be a business that stand behind their vehicles and I have notice the paper work about the [redacted] and the shape the car is in.That doesn't state whether drivetime knew about the wreck or not.If one would take a look at my rear bumper one would notice that the bumper is a different color than the car.Also drivetime states that they due a inspection of the cars before they sell them.So one might think someone would notice the difference in the color.They would have to come up with a better offer than just a off set payment,like taking the repair cost total from the amount of the car.As of now I am declining there offer and any other discussing would have to be through email...
Regards,