DriveTime

SilverRock was notified of the major issues with the vehicle after days of purchase, I was sent a email with oil change places to take the vehicle for a diagnosticsWas informed by these companies they do not repair engines or tracking systems, they advised me to contact Cheverolet dealershipWas then informed by a Cheverolet service center that it will take up to 2-weeks to check and repair the vehicle and that a rental car is advisedI then contacted SilveRock and was informed the do not cover full payments for rental vehicles and it is not assured that I will be reimbursed for the rentalCurrently I do not have funds for a 2-weeks rental vehiclemonthly payment for DriveTime vehicle is $a monthSince the DriveTime vehicle was not inspected before selling the car SilverRock should pay full amount for rental, including all repairs

March 8, Revdex.com Ph(602) 212-Fax (602) 263- Re: Complaint [redacted] To Whom It May Concern: Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn January 22, 2016, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a Chrysler 4COur customer also opted to purchase a year/50,mile Vehicle Service Contract, administered by AeverexAttached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your referenceAll DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centersParts that fail inspection are replacedHowever, if a part is functioning at the time of inspection, there is no need to replace itPage one of the “Customer Delivery Checklist” under Important Reminder, states: “Our focus of the multi-point point inspection is primarily the safety and reliability of your vehicle Please ensure you are comfortable with the condition of the vehicle prior to purchasing.” Additionally, on page one of the “Customer Delivery Checklist” under Maintenance Items, it states: “ These maintenance items are subject to replacement only upon failure of the component After sale, these routine maintenance items are the responsibility of the vehicle owner ” At the time of sale, our customer signed the “Customer Delivery Checklist.” Attached you will find the Customer Delivery Checklist for your reviewOn February 25, 2016, our customer contacted DriveTime and stated concerns with the tires on the vehicleDriveTime advised them that we would obtain further information for the needed tire replacement Continued (Full version provided to the Revdex.com)

Dear Ms [redacted] , Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn February 26, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Dodge AvengerOur customer also opted into purchasing a month/36,mile Vehicle Service Contract, administered by AeverexAttached is the Simple Interest Retail Installment Contract and the Vehicle Service Contract for your reference On April 20, 2015, our customer contacted [redacted] and reported electrical concerns for her vehicle [redacted] informed our customer that electrical repairs are not covered under the Vehicle Service ContractPlease refer to page three of the Vehicle Service Contract, under section labeled Exclusion- What This Vehicle Service Contract Does Not Cover: "All parts not specifically listed as Covered Parts are not covered under this Contract..." On May 18, 2015, we contacted our customer and encouraged her to take her vehicle to a repair facility for an updated diagnostic testWe informed our customer we have submitted a request to [redacted] to accept a claim for non-covered components under the Vehicle Service Contract, so that we may review for possible assistanceWe apologize for any confusion or inconvenience this matter may have causedAs a goodwill gesture, DriveTime has applied a $credit to our customer’s principal balance DriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at 800-965-Sincerely, [redacted] *DriveTime Customer Relations

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsAs an exception, DriveTime approved the most recent repairs to the throttle body and pedal position sensor, with our customer being responsible for a $deductibleWe have come to an amicable resolution as our customer accepted our offerFor the inconvenience of repairs, DriveTime is crediting our customer’s past due balance of $This credit should post within the next 3-business daysShould our customer have any future questions or concerns, we encourage him to contact our Customer Relations department, at [redacted] , to discuss them furtherA detailed description of events is provided below.Our customer’s purchase of the Chrysler took place on March 1, The vehicle came with a DriveTime Limited Warranty, administered by SilverRockOur customer elected to purchase a 5-year / 50,000-mile Vehicle Service Contract (VSC), also administered by SilverRockThe Contract, and VSC are attached for your referenceAs explained in the VSC, our customers are responsible for any teardown or diagnosis time to locate a potentially covered repairIf the repair is determined to be covered, SilverRock will cover the diagnostic fee and assess a deductible The VSC also states that customers are responsible for either a $deductible at an in-network repair facilities or a $deductible at an out-of-network repair facility.Since the purchase of the vehicle, there have been four repairs claims filed with SilverRockThe first claim was filed on March 6, for the resurfacing of the front and rear brake rotorsAs the in-network repair facility (INRF) was not equipped to perform this repair, they suggested the vehicle be taken to another INRF to complete these repairsA second INRF filed a claim on April 7, for the resurfacing of the front and rear brake rotors SilverRock approved these...(continued on attached)

Revdex.com: 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 additional documents showing proof that the repair shop gave the wrong mileage on the original request in JulyI was told by [redacted] the supervisor to fax her the corrected mileage & I would be refunded the $After I sent her the fax it was delayed being delivered to her by another supervisor [redacted] for approximately daysDuring that time I feel that [redacted] went into the account & modified the records to no longer show the original errorIn my opinion Drivetime is trying to falsify records to avoid being responsible for selling me a car with a falty partIs there a fax number that I could send the documents for your review? I don't have a scanner at this timeThank you Regards, [redacted]

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsDriveTime has confirmed that there were two engine replacements completed in July of and June of The engine placed into the vehicle, during the first replacement, was for the same make and model of the vehicle our customer purchased (Lexus GS300), as verified by the third party part supplierBetween the first and second engine replacement, our customer drove 16,milesAeverex requested that our customer provide them with oil change receipts for this periodThese receipts ensure the vehicle received standard maintenance and are required prior to repair authorization under the terms of the Vehicle Service Contract (VSC)Aeverex did not receive the receipts until days after the initial requestIt was at that time that Aeverex approved the repairsUpon completion of repairs, our customer submitted her rental receipts to Aeverex for reviewAlthough she requested reimbursement for days of rental costs, Aeverex authorized days of rental reimbursementThis was the amount of days between when Aeverex authorized the repairs through the date of completion for the engine replacement, June 19-June A total of $was reimbursed to our customerDriveTime spoke with our customer on August 16, to discuss her concernsShe informed us the check engine light is illuminated but has not had the issue diagnosedWe encouraged her to have the vehicle diagnosed and a claim initiated at an INRF Additionally, we requested she send us her rental receipts from the repair that took place in June We advised once we receive them, we will review for additional rental reimbursementAs of August 23, 2017, we have not received the requested documentation nor has a claim been initiated with Aeverex for the current issues with the vehicleA detailed description of events is provided below...(continued on attached)

There are a variety of factors that affect the down payment required for the vehicle, whichmay include and are not limited to, the customer’s credit history, monthly income, price ofthe vehicle, and length of the loanThis is not a decision made by someone at ourdealerships; this is an automated process that includes a proprietary DriveTime credit scorefor each customer and takes into consideration DriveTime’s underwriting guidelines.For example, we have limits on the ratio of a customer’s loan payment to their monthlyincome (“PTI”)If a customer’s PTI is outside our guidelines, we will ask the customer toincrease their down payment so the loan payment is reduced and falls within our guidelines.This can happen when a customer selects a more expensive vehicle, which will increasethe loan payment unless the customer makes a bigger down paymentOr, it can happenwhen a customer wants to have a lower APR, which requires a higher down paymentInan attempt to keep our customers APR the same in this case, we required a higher downpayment when re-contracting.We post the prices of our vehicles online and on all of our vehicles at our dealerships.Prices of the vehicles do not change.The increase in the down payment has nothing to do with the prior accountFor ourcustomer’s prior account we offered to waive the past due balance, which we did

Dear Ms [redacted] , Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn October 17, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Chrysler Attached you will find the Simple Interest Retail Installment Contract for your referenceDriveTime had temporarily ceased credit reporting to all three major credit bureau agenciesThe cease is due to required system enhancements taking place in the manner DriveTime reports to the credit bureausThese enhancements will allow DriveTime to comply with the Fair Credit Reporting ActWe apologize for any inconvenience to our customer We understand the importance of building and maintaining a credit scoreWe also understand the importance of accurately reporting credit activity, and that is why DriveTime has made the effort to complete these system enhancementsWe have initiated the necessary step for our updated credit systems to begin reportingThe credit updates should reflect on our customer’s credit report within 30-daysOn March 12, 2015, we informed our customer of our system enhancementsWe informed our customer once reporting resumes, her credit report will reflect accurate pay history from the time of purchaseOn March 14, 2015, our customer informed us she would surrender her vehicle due to the non-reportingWe informed our customer of the negative impact a voluntary surrender would have on her credit report once reporting resumes?At this time, we are unable to accommodate our customer’s requestAs a goodwill gesture, DriveTime has applied $to our customer’s principal balanceDriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ###-###-####Sincerely, DriveTime Customer Relations

RevDex.com: 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 had my eye on a car from drive timeI sat down gave all my information and was to get a call back shortlyI waited two days than no phone call[redacted]

[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.] Revdex.com: 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.It still doesn't do me or my credit status as much good as it would if my Drive Time account and payment history were a part of my record with the bureaus, but I understand that Drive Time hands are apparently tiedSo, with that in mind I accept their response Regards, Darnell O***

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address the authorized third party’s concerns On December 13, 2013, our customer entered into a Closed End Motor Vehicle Lease with DriveTime, when he leased a Ford Five Hundred that came with a limited warrantyIncluded you will find the Closed End Motor Vehicle Lease and the Limited Warranty Agreement for your reference We have made several attempts to contact the authorized third party to discuss her concerns, but have been unsuccessfulOn September 17, 2014, we sent a letter via certified mail to the address on fileThe purpose of this letter is to inform the authorized third party of our attempts to reach out to herWe encourage the authorized third party to contact our Customer Relations department at ***-***-***, to discuss her concerns As a goodwill gesture, DriveTime has mailed our customer a $American Express gift card to the address provided on file DriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ***-***-*** Sincerely, DriveTime Customer Relations

January 11, Jasmine [redacted] Revdex.com Ph###-###-#### Fax ###-###-#### Re: Complaint # [redacted] Ms***, Thank you for bringing this matter to our attentionWe appreciate the opportunity to re-address our customer’s concernsWithout any new information, DriveTime is unable to further assist our customerDriveTime has made multiple attempts to contact our customer in order to come to an amicable resolutionWe encourage our customer to contact our customer relations department at ###-###-####We apologize for any confusion or inconvenience may have causedShould you have any questions or concerns, please contact us by calling us at ###-###-####Sincerely, Justin MDriveTime Customer Relations Department

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customers’ concernsOn September 17, 2013, our customers entered into a Closed End Motor Vehicle Lease with DriveTime, when they leased a Chevrolet Uplander that came with a limited warranty Included you will find the Closed End Motor Vehicle Lease and the limited warranty agreement for your referenceAt the time of lease, our customers agreed to make periodic payments of $is due on October 5, 2013, followed by periodic payments of $on the 5th each monthOn September 19, 2014, we recovered the vehicle for defaultPlease refer to page of the Cancel Anytime Lease, section Default, Repossession, and Other RemediesOn September 23, 2014, our customers paid the past due balance plus recovery feesOn September 25, 2014, we came to an amicable resolutionWe agreed to change our customers’ monthly payment to be due on the 15th of every month, starting October As a goodwill gesture, DriveTime has applied a $credit to our customers’ accountDriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ###-###-####Sincerely,DriveTime Customer Relations

On September 13, 2017, DriveTime reached out to our customer to discuss her concernsWe explained the above timeline and informationOur customer explained she did not notice the leak prior to as the vehicle was not open to the elements while parked prior to that timeShe further explained she had paid to have the fuel pump, air conditioning compressor, and a portion of the fuse box repairs completedAs a gesture of goodwill, we offered to waive the remaining deficiency balance, delete the trade line, and release the title to our customerOur customer accepted and the call ended on amicable termsWe will continue to work with our customer through the completion of the Full Settlement and Release of ClaimsDriveTime, and Bridgecrest, thank the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact our Customer Relations department at [redacted]

Revdex.com: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 belowThe paintwork was poorly repainted BY or ON behalf of DriveTimeDriveTime employee ' [redacted] ' confirmed that DriveTime HAD required the hood to be repainted prior to sale and as such they WOULD accept liabilityHe stated this information was detailed in their pre-inspection reportThe poor quality of the paintwork would not be detected by a non professional and as such came to light when arranging for the KNOWN issues to be resolvedWe do not wish to exchange the vehicleUnder [redacted] DriveTime's actions constitute deceptive practises which include representing that goods or services have characteristics or benefits that they do not ( [redacted] section ***(a)(5)); and/or representing that goods or services are of a particular standard, quality or grade when they are not ( [redacted] section ***(a)(7)), as in known damage was not declared to inflate the priceThe mechanical warranty, GPS and Gap coverage is irrelevant to this matterHowever it is of note that the mechanical warranty purchased has been cancelled due to the appealingly poor service received from the warranty companyDriveTime repeatedly refuse to make any correspondence other than by telephoneAs such DriveTime were informed in writing that all call related to this case would be recorded and used in any legal proceedingsWe are simply requesting that the vehicle is repaired to the standard that we were told it was - I.Eundamaged by incident or accident.Legal proceedings will seek to recover the full amount of losses and expenses incurred by us and our expert witnessesThe goodwill payment of $is rejected by us and NOT in any way accepted as ANY form of compensation by us and indeed shows an admission of guilt in this matter by DriveTime.Regards, [redacted]

For full response, please see attached On September 28, 2017, we contacted our customer to further discuss her concernsShe explained she is still experiencing a noise concern and we encouraged her to return the vehicle to the in-network repair facility and allow them the opportunity to warranty the work which has been completedAdditionally, we explained should any further repairs be needed, we would be willing to review all options of assistance once a current claim is initiatedOur customer confirmed she would be returning to the repair facility on September 29, We will continue to remain in contact with her to ensure an amicable resolution is reached

Good evening the complaint was no related to the response...it was concerning the refund itself and the lack thereof not being informed as to exactly when the refund would be disbursedfurthermore; the inability to not actually speak to accounting to inquire about the dare the trundle was being sent and how it was being sent to me he customer

For full response, please see attached On April 18, 2017, the claim for engine replacement was createdIt was first reported by the repair facility the heater hose had broken and the engine had blown head gasketsIn order to verify this, Aeverex sent an inspector to the repair facility to report back their findingsThe inspection report stated; “There are no signs of coolant leaksThe thermostat housing has been replaced and is newThe heater hose from the thermostat housing to the heater pipe is missing, not thereWhen cranking engine, there is compression coming out of the thermostat housing heater hose connection where the hose is missing.” As the heater hose and thermostat housing are non-covered components under the Limited Warranty, and were determined to be the cause of the engine failure, the claim was deniedAeverex advised the repair facility the engine repairs are denied due to overheat damage from a non-covered part; thermostat housing and heater hoses Additionally, a claim was initiated by an in-network repair facility earlier in November of for which they recommended replacement of the thermostat housingOur customer was advised by both Aeverex and DriveTime the thermostat housing is a non-covered component and would be his responsibility At this time, we have made six (6) unsuccessful attempts to contact our customer to discuss his concernsWe have additionally sent a letter to our customer’s address on file encouraging him to contact us to discuss the matter furtherDriveTime has already provided authorization to pay for 50% of the needed engine repairsIf our customer is able to provide documentation relating to the replacement of the thermostat housing, we would be happy to re-review our option of assistance

Revdex.com: 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 reject this for the following facts I require proof of the reinstatement letter that was sent out it was never receivedAdditionally The law states clearly that the vehicle was purchased in and titled in requires a written notification of what the creditor intends on doing with the vehicle and what it was sold for and the remaining balance.Once again I restate that they failed to notify myself where to retrieve my personal property as well and I require proof in writing that this was done when in fact it was not No such letter was ever sent or received by my self and I also require proof that this was done in accordance with the Fair Credit Reporting ActA copy of the contract provided by Drive time does not satisfy the requirements under law and if they cannot provide the documents that were supposedly provided it must be removed from my credit reportsIn Addition the Mazda in question developed a check engine light not more than days after receiving the car and I called to complain about it and they mad no attempt to rectify the check engine light on the vehiclethis company is a predatory company and their business practices are unethical and shamefulThey are dancing around the issue which is that they did not follow Fair credit reporting practices which protects the consumer which is myself Regards, [redacted] ***