DriveTime

Dear Ms. [redacted],

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

On December 19, 2013, our customer entered into a retail installment contract when he purchased 2007 [redacted]. Included...

you will find the retail installment contract for your reference.

At the time of sale, our customer agreed to make 125 bi-weekly payments of $213.01 and 1 final payment of $212.00, beginning January 17, 2014.

Page three of the retail installment contract, under the section labeled "default," it states:

"…You will be in default if you do not make any payment in full when such payment is due. Additionally, we may take back (repossess) the vehicle…"

On February 7, 2014, the vehicle was recovered due to payment default. On the same day, our customer contacted us asking if he could redeem his vehicle. We informed our customer he had 48 hours to redeem the vehicle by paying the past due amount, plus recovery fees, for a total of $889.90. In addition, a charge of $150 for storage fees would need to be paid to the recovery agency. Our customer had arranged pick up the vehicle from recovery agency at 4:00pm CST.

Later that day, our customer called with the confirmation number for the payment he made via [redacted] to redeem the vehicle. We, in turn, sent the release over the recovery company.

On February 8, 2014, our customer contacted us and stated he did not retrieve the vehicle, since the recovery company was closed due to the agent having a sick child.

We informed our customer the recovery department was closed on Saturday and we could provide him with the phone the recovery company. We advised our customer to contact the recovery department on Monday.

On February 13, we contacted our customer and explained the agent is a third party company and we cannot control when they are open or closed. We informed our customer we were under the understanding he missed his appointment on Friday, February 7 at 4:00 pm CST. Our customer informed us we did not send the release paperwork in time and he could not talk anymore since he was driving.

On February 17, we contacted our customer and came to an amicable resolution.

As a goodwill gesture, we agreed to reimburse our customer $89.00 to his account for a rental vehicle.

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 re-address our customer’s concerns.

On November 5, 2014, DriveTime submitted all necessary registration paperwork to the DMV. We advised our customer to go to the local DMV to pay the property tax and pick up her tags.

On November 9, 2014, our customer’s second temporary temp tag expired. At this time, our customer would have had to submit her request to the DMV for a third temporary tag since DriveTime had already taken the necessary steps.

On November 14, 2014, our customer informed us she has picked up her tags from the DMV office. Additionally, we offered to assist our customer with mechanical concerns by making an expectation to cover the first hour of diagnostic and waive

the $100 deductible.

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

October 30, 2015
Cheyenne Plutchak
Revdex.com
Ph. (602) 264-5299
Fax (602) 263-0997
Re: Complaint # [redacted]
Dear Ms. Plutchak,
Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns.
At the time of lease, our customer agreed to make periodic payments of $209.51 beginning on July 15, 2015, followed by 64 periodic payments of $209.51 every other Saturday. At lease signing, our customer was required to pay $1,415.55. Our records show that our customer paid $950.00 toward the amount due at signing and agreed to pay the remaining $465.55 in three payments of $116.39 and one final payment of $116.38 at the same time as his first four lease payments.
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 included 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."
Under our Return Anytime Lease program, a customer may return their vehicle to DriveTime and Terminate the Closed End Motor Vehicle Lease Contract. On page 3 of the Contract, subtitled "Early Lease Termination" it states:
"You may terminate (end) this Lese early. To do so, you must return the Vehicle to us and pay us the amount due at early end…"
In addition, under "Amount Due at Early End" it states:
"You will owe us the sum of the following amounts upon early end of the Lease: (a) Any excess mileage charge… (d) Any unpaid periodic payments then due… (f) Any other amounts you owe other than future periodic payments under this Lease including any unpaid late charges or other amounts due …"
At the time of lease, our customer signed and reviewed the Return Anytime Lease Agreement. Page 1, under subsection "Excessive Wear and Use," states:
"You may be charged for excessive wear based on our standards for normal use and for mileage in excess of a rate of 1,500 miles each month at the rate of twenty (20) cents per mile."
In addition, on page two, under subsection "Description of Vehicle," it notes 128,758 miles as the starting odometer reading of his Return Anytime Lease Agreement.
On September 30, 2015, at 132,703 miles, our customer voluntarily returned the vehicle to a DriveTime dealership to terminate his lease contract. At the time of return, our customer had accrued a past due balance of $326.79 and had exceeded his allotted mileage by 837 miles.
On October 29, 2015, we contacted our customer and offered a refund of $455.81. Our records indicate that our customer paid $950.00 toward the amount due at lease signing on July 31, 2015. Pursuant to the lease agreement, the customer is responsible for twenty cents per mile for any over mileage, which is $167.40 for our customer, and $326.79 for the past due balance. Our customer will be required to sign a Full Settlement and Release of Claims if he chooses to take advantage of this offer. This settlement offer is good until November 16, 2015.
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,

DriveTime
Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On August 2, 2012, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2006 Jeep Grand Cherokee. Attached you will...

find the Simple Interest Retail Installment Contract for your reference. On December 12, 2014, our customer contacted our Bankruptcy department regarding payment arrangements for her account. Our customer agreed to pay $314.31 on December 26, 2014 and $209.54 on January 3, 2015. Our customer was advised to call back on January 12, 2015 to set up additional payment arrangements. On January 22, 2015, our customer was advised by the Bankruptcy department that a payment of $302.95 would need to be made on or before January 31, 2015 to prevent the account from charging-off. Our customer stated that she was unable to make a payment on her account until February 6, 2015. On February 1, 2015, our customer’s account charged-off at 106 days past due. We are unable to assist or contact our customer at this time because she has a discharged Chapter 7 bankruptcy and is only able to work with the specialists in our Bankruptcy department. - Our customer can contact our Bankruptcy department at ###-###-#### to make the necessary payment arrangements. 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 re-address our customer’s concerns.

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

Without any new information, DriveTime is still unable to accommodate our customer’s request to void the contract.

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

Sincerely,

DriveTime

Customer Relations

December 18, 2015[redacted]RevDex.comPh.

(602) 212-2232Fax

(602) 263-0997  Re:

Complaint # *Ms. [redacted] Thank you for bringing

this matter to our attention. We appreciate the opportunity to address our

customer’s concerns.On...

April 17, 2015,

our customer entered into a Conditional Sale Contract and Security Agreement with

DriveTime when she purchased a 2010 Ford Focus. At the time of sale, our

customer agreed to make 57 monthly payments of $298.29 and one final payment of

$298.12, beginning on May 4, 2015. Attached you will find the Conditional Sale

Contract and Security Agreement for your reference.That same day, our

customer enrolled in DriveTime’s automatic payment withdrawal service (Auto

Pay) and arranged for her monthly payments to be automatically drafted from her

bank account. Auto Pay is available to all DriveTime customers as a convenient

way for them to make payments at no cost to them. On December 3,

2015, a regularly scheduled payment of $298.29 was posted to our customer’s

account via her enrollment in Auto Pay.On December 8,

2015, a payment of $300.00 was made to our customer’s account via her

enrollment in Bill Pay with her third party bank.On December 9,

2015, our customer contacted DriveTime and stated that her third party bank had

submitted a payment to DriveTime in error. Our customer requested to be

refunded the amount of $300.00. DriveTime advised her to submit bank statements

and we would process her request to be reimbursed for the payment.On December 11,

2015, our customer’s third party bank contacted DriveTime and requested that we

refund our customer the payment made on December 8, 2015. We advised her third

party bank that we were unable to disclose information to them and we would

need the customer’s bank statements to process that type of request. On December 14,

2015, DriveTime contacted our customer in an attempt to address her concerns

and reach an amicable resolution. Our customer stated that her bank had already

submitted the information requested to DriveTime and advised her that she would

be receiving a refund. DriveTime advised our customer we would research the

situation in an attempt to reach an amicable resolution.On December 15,

2015, DriveTime contacted our customer and advised her that we had not received

the documentation needed to process her request. Our customer advised DriveTime

that she would she would contact her bank to obtain the documents requested.On that same day,

DriveTime received a letter and bank statement from our customer’s third party

bank. The letter requested that we refund our customer the amount of $300.00 as

the payment was made via certified funds and they were unable to stop payment

to DriveTime. We have attached the letter and bank statement for your review. At this time, DriveTime

has taken the appropriate steps to remove the $300.00 payment posted to our

customer’s account on December 8, 2015. A refund has been processed with our

customer’s third party bank and she will be refunded in full.  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. Should you have

any questions or concerns, please contact us by calling us at [redacted]

Sincerely, Diana C.DriveTime Customer

Relations

[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,

[redacted]

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,

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 either like my money refunded or Drivetime to assume full responsibility for the repair bill. The vehicle began experiencing problems immediTely after leaving their lot. They closed once I left and gave me the run around for answers. The repair process conflicted with my work schedule and a rental was offered only if I had a credit card wich I do not. The warranty I believe would imply me being responsible of wear and tear, but I know for a fact that vehicle had the issues prior and they failed to inspect and repair the vehicle prior to me leasing it. I went to Drivetime in desperate need of a vehicle and they fed off my vulnerability. I fear for those to come after me and be misguided by them too. My children and I were put in danger and I was lied to. If the issues begN later down the line as a consumer I would assume responsibility. The issues were persistent and present prior to me leasingand I feel I was jerked with a lemon. This resolution benefits the company whom intentionally took advantage of my need for a vehicle. 

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

On January 10, 2014, our customer entered into a retail installment contract when she purchased a 2004 Nissan Murano. Our customer purchased a 3 year/36,000 mile Service...

Contract administered by Aeverex. The retail installment and service contracts are included for your reference.

A timeline of our customer’s repair history is as follows:

? On January 24, 2014, our customer contacted [redacted] stating her vehicle was shaking and oil was leaking. [redacted] referred her to a repair facility for diagnosis.

? On January 25, the repair facility contacted [redacted] to file a claim. The repair facility stated three hoses needed to be replaced. The claim was approved under the

    limited warranty. [redacted] referred our customer to another repair facility for a diagnosis on the tires. At this time, a claim has not been filed.

? On February 6, the repair facility contacted [redacted] to file a claim. The repair facility stated there were bolts on the exhaust that needed to be replaced. Aeverex also  

authorized a 5-day rental reimbursement.

? On February 19, the repair facility contacted [redacted] to file a claim. The repair facility stated the transfer case seal, rear pan gasket, bolt/nuts retainers, axle seals,  front axle seals, and rear output shaft seal needed to be replaced. [redacted] is requesting an inspector to verify the repair facility’s claims. All the above-mentioned repairs are covered under the limited warranty agreement. [redacted] also authorized a 2-day rental reimbursement.

The vehicle is currently being repaired. Our customer has agreed to take the vehicle into another repair facility for a diagnosis. Once a diagnosis is complete, we will review for further assistance.

As a goodwill gesture, DriveTime has credited $25.00 as a principal payment 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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On May 24, 2011, our customer entered into a Simple Interest Retail Installment contract with DriveTime when he purchased a 2004 Nissan Titan. Our customer...

purchased a 3 year/36,000 miles limited vehicle service contract, administrated by DriveTime which is now being administered by Aeverex. Attached you will find the Simple Interest Retail Installment and Vehicle Service Contract for your reference. On November 14, 2014, our customer contacted us in regards to some recent out of pocket expenses for which he was seeking a loan deferment modification. We requested he send the receipts for the expenses to assess for assistance.
On November 21, 2014, we informed our customer that he was not currently eligible for any payment extensions due to having only made two payments within the previous 45 days.
On November 28, 2014, we reached out to our customer to explain our deferment process and offer a payment extension as an exception.
As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principal balance.
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 re-address our customer’s concerns.

On November 12, 2014, our customer informed us that her tags were ready for pick-up at the dealership. Our customer stated she would be taking her vehicle to a repair facility for diagnosis. Once on file, we will review the claim for possible assistance.

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

Sincerely,

DriveTime

Customer Relations

February 23, 2016

justify;"> 
[redacted]
Revdex.com
Ph. (602) 212-2232
Fax (602) 263-0997 
 
Re: Complaint # [redacted]
 
Dear Ms. Hill,
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
 
With the information provided, DriveTime is unable to identify an account or profile associated with the name and number provided. At this time, DriveTime will place the phone number included on the complaint on a do-not-call list for our automated dialer system.
 
As a good-will gesture, DriveTime has sent a $25.00 American Express Gift Card to the address provided.
 
We apologize for any confusion or inconvenience 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
Tell us why here...

April 15, 2015[redacted]BetterBusiness BureauPh.[redacted]Fax[redacted]   Re:Complaint # [redacted]DearMs. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity...

to address our customer’s concerns. On March 26, 2012, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2005 Chrysler Pacifica. Our customer’s vehicle came with a 30 day/1500 mile DriveCare Limited Warranty. Attached you will find the Simple Interest Retail Installment Contract and the Limited Warranty Agreement for your reference. At the time of sale, 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  , 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 Experian AuthoCheck History report. Our customer signed and acknowledged that the vehicle had no accidents prior to purchase. At the time of sale, Ms. [redacted] signed and reviewed the What You Need to Know about Financing a Vehicle with DriveTime. On page one under subtitle Vehicle Inspection, it states: “You are purchasing a used vehicle which may have had paint or body work we didn’t perform and are not aware of. You had an opportunity to inspect you vehicle and are satisfied with it.” Additionally, on page two of the What You Need to Know about Financing a Vehicle with DriveTime under subtitle Title History Report-Unreported Information it states: “…We give this report to you as a courtesy. Use and damage information about the vehicle not listed on the report given to you may appear on reports created by other private businesses (for example, CarFax) or on an AutoCheck report obtained after you purchased the vehicle. You should research the vehicle thoroughly before purchasing and fill out the AutoCheck Report Buyback Protection Registration From after purchasing.” On February 20, 2015, our customer’s auto pay was cancelled due to insufficient funds. On March 9, 2015, our customer contacted DriveTime in regards to her payment that was past due on February 20, 2015 and March 7, 2015. Our customer was advised that due to insufficient funds, her auto pay was cancelled. Our customer paid both past due payments of $205.50 and a processing fee of $4.50 per payment.  When payments are authorized over the phone, a fee of $4.50 is assessed per payment.  On April 6, 2015, our customer contacted DriveTime in regards to her payment that was two days past due. Our customer paid her past due payment of $205.50 and a processing fee of $4.50. Our customer was re-enrolled in auto pay and will be in effect for the upcoming payment on April 18, 2015. On April 13, 2015, we reached out to our customer to address her Revdex.com inquiry. We informed our customer that payments made over the phone are subjected to a processing fee. We also confirmed that her auto pay is now setup. Our customer advised that her check engine light is on and has been on for the past eight months. We advised our customer that her warranty is currently expired, however, that if a shop provides an estimate for repairs, we could review it for possible assistance. At this time, we are unable to accommodate our customer’s request to lower payments, lower the price of the vehicle, or pay of the loan. As a goodwill gesture, DriveTime has mailed $25 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 by calling us at [redacted] Sincerely,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.

Concerning the response from Drive Time. My question is when did this required system enhancements and the cease and purge of credit reporting begin, before I purchased the car on January 16, 2009, a year ago, 6 months ago and how long could this process take. According to all three major credit bureau agencies they have no record of my even purchasing the auto much less a record of any and all of my on time or early payments. Am I the only one that they are not able to comply with the promises made by their salesman and his aggressive credit building sales pitch or does this involve every one of their customers? When someone from Drive Time actually took one of my calls her explanation was that there had been a glitch in their system, and said nothing about this required enhancement. All other calls from me was put on hold and then dropped.This glitch of theirs is costing me a great deal of money as I have to pay extremely high interest rates on a new purchase not to mention the humiliation I went through with three dealers when I was turned down because these payments were not reported as promised. Once again, I was told that if I made my 2 payments per month on time that this would help me reestablish a decent credit rating, and I thought it did because of their constant calls inviting me down to their showroom to upgrade because of my excellent credit rating. Never once was I informed that the only place I was establishing a good rating was with them and in my opinion trapping me and possible many other into only being able to purchase a car from them and no one else.According to their reply they understand the importance of accurate reporting but they made no mention as to when this reporting and repair of my hard deserved improved credit rating will take place.I faithfully and diligently held up my end of the bargain, they didn't and I'm paying for there "glitch" as it was put to me.

Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns.At this time, we have completed the necessary updates with Experian and Equifax. Both credit bureaus have confirmed they have begun uploading our customers’ account information for public viewing. We have made several unsuccessful attempts to contact our customer to discuss her concerns. We encourage our customer to contact our Customer Relations Department at ###-###-####. DriveTime is unable to accommodate our customer’s request at this time. 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 1, 2014

"Cambria","serif"; font-size: 12pt;"> 
[redacted]
Revdex.com
[redacted]

[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 12, 2013, our customer entered into a retail installment contract when she purchased a 2007 [redacted]. The vehicle came with a 3 year/36,000 mile limited warranty administered by [redacted]. Included you will find the retail installment contract and the limited warranty agreement for your reference.
At the time of sale, the odometer reading on our customer’s vehicle was 107,597.  As of April 22, 2014, the odometer reading is 142,589.
A timeline of our customer’s repair history is as follows:
On July 30, 2013, our customer contacted [redacted] about a starter issue.  [redacted] referred our customer to a repair facility.
On July 31, 2013, the repair facility contacted [redacted] and filed a claim for the starter motor and electric issues.  This claim was fully covered under the limited warranty.  At this time, the vehicle had been driven 15,510 miles.
On September 17, 2013, our customer contacted [redacted] about ongoing issues with the starter.  [redacted] referred our customer to the same repair facility.
On September 24, 2013, the repair facility contacted [redacted] and advised they were unable to diagnose the vehicle.  [redacted] referred our customer to an original equipment manufacturer (OEM).
On September 25, 2013, the OEM contacted [redacted] and filed a claim for the pressure solenoid and the completion of a transmission diagnosis.  This claim was fully covered under the limited warranty.  At this time, the vehicle had been driven 21,531 miles.
On October 2, 2013, the OEM contacted [redacted] and filed a claim for the transmission. This claim was fully covered under the limited warranty.
On October 16, 2013, the OEM contacted [redacted] and reported ongoing issues with the transmission.
On October 23, 2013, the OEM contacted [redacted] and filed a claim for another transmission.  This claim was fully covered under the limited warranty.
On November 8, 2013, [redacted] covered 45 days of rental reimbursement for the time our customer’s vehicle had to remain in the shop.
On January 31, 2014, our customer contacted [redacted] about ongoing transmission issues.  [redacted] referred our customer back to the OEM.
On February 17, 2014, the OEM reached out to [redacted] and filed a claim for the PCM module.  This claim was fully covered under the limited warranty.  At this time, the vehicle had been driven 29,502 miles.
On April 22, 2014, the OEM reached out to [redacted] and filed a claim for the PCM, engine mounts, and the rack and pinion.  The PCM was covered under the manufacturer’s warranty, as it was previously replaced.  The engine mounts and the rack and pinion were not covered under the limited warranty, as they are non-covered components.  At this time, the vehicle had been driven 34,992 miles.
On April 29, 2014, we contacted our customer and are currently working towards an amicable resolution.
As a goodwill gesture, DriveTime has applied a $25 credit to our customer’s principal balance.
                      
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted].
 
Sincerely,
 
[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, 2011, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2001 Chevrolet S10 Pickup. The vehicle...

came with a 3 year/36,000 mile DriveCare Limited Warranty. Attached you will find the Retail Purchase Agreement and the DriveCare Limited Warranty Contract for your reference. On June 20, 2011, an in-network repair facility filed a claim with DriveTime for the A/C high and low service fittings. As these items were not covered under the terms of the DriveCare Limited Warranty, the repairs were not approved by DriveTime. On page one of the DriveCare Limited Warranty, under “Exclusions,” it is stated: “Any part of the Vehicle not listed above or which is covered by a manufacturer’s warranty or recall is excluded from coverage under this Limited Warranty.” The DriveCare Limited Warranty states that DriveTime will offer three complimentary oil changes per year for the first three years of the customer’s vehicle ownership through Sears Auto Centers. DriveTime has records indicating that we authorized a complimentary oil change for our customer on December 16, 2011, as well as on September 29, 2012. On July 19, 2014, DriveTime declined an oil change for our customer, as her DriveCare Limited Warranty had expired on February 16, 2014. On November 18, 2014, our customer requested three payment deferments due to a financial hardship. As outlined in the Modification Agreement that our customer signed, these payment deferments moved her original maturity date from April 4, 2015 to May 16, 2015. Attached you will find the Modification Agreement for your reference. As many of our customer’s payments were paid late, there was still a balance on her account when the loan reached its maturity. On July 1, 2015, our customer made one final payment of $171.00, which satisfied the loan. As only $134.58 was required to pay off the loan at that time, our customer was refunded the remaining $36.42. Our customer also made a payment of $171.00 on July 14, 2015, but this was returned to her bank account as the loan had already been fulfilled. On August 1, 2015, our customer contacted DriveTime and advised that she was owed a refund of $700.00 due to overpaying on the account. On August 3, 2015, DriveTime contacted our customer and explained that the $700.00 she had paid as a down payment was not part of the loan that she had financed and would not be refunded to her. We advised her that her loan had been paid off according to the terms outlined in her Simple Interest Retail Installment Contract and Modification Agreement. On August 6, 2015, we contacted our customer and attempted to address her concerns. While our customer demonstrated dissatisfaction with the situation, she advised she had no further questions at that time. We encourage our customer to contact DriveTime’s Customer Relations Department at ###-###-#### with any further questions or concerns that may arise. We apologize for any confusion or inconvenience that this matter may have caused. As a goodwill gesture, we have mailed 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 by calling us at ###-###-####. Sincerely, DriveTimeCustomer Relations

June 24, 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 April 21, 2016, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2011 Hyundai Sonata from DriveTime. 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 Warranty, and our customer purchased an additional Vehicle Service Contract for additional protection. Attached you will find the Warranty and Service Contract for your review. [redacted] administers our Warranties and Service Contracts.
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 May 3, 2016, our customer contacted [redacted] to report possible electrical issues with her vehicle. [redacted] advised that our customer take her vehicle to an in-network repair facility for diagnosis per the terms of her Warranty.
On May 20, 2016, our customer again contacted [redacted] regarding these issues. At that time, no claim had been received from a repair facility. [redacted] advised our customer that at that point, she was outside of her 1,500 miles, and any concerns would therefore be handled under the terms of the Service Contract. The Vehicle Service Contract does not provide coverage for electrical issues.
FULL RESPONSE ATTACHED

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.You sold the vehicle at auction which should settle any amount that I owe.  You used my ex-husband's income to qualify me for this loan, but his name is not on the title or this account.  I would like the account details taken off my credit report and I owe you nothing.  I am looking at getting some information from my lawyer to seek legal action against Drive Time.  

Regards,