DriveTime

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. The actions described in our customer’s correspondence are clearly not in keeping with DriveTime's set standards of service and support. DriveTime strives to make each...

customer’s experience both rewarding and pleasant, while ensuring that every customer is treated with the utmost respect. On April 25, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2008 Toyota RAV4. Attached you will find the Simple Interest Retail Installment Contract for your reference. On May 21, 2015, our customer contacted DriveTime with concerns that the temporary tags for the vehicle were nearing expiration. We advised our customer to contact the dealership where he purchased the vehicle to find out the status of his permanent tags. On May 26, 2015, our customer contacted DriveTime with further concerns that his permanent tags had not arrived yet, as his temporary tags had now expired. We advised our customer we would look into the matter and follow up with more information. On May 28, 2015, DriveTime attempted to contact our customer, but we were unable to reach him. We left a message encouraging our customer to return our call. On June 6, 2015, our customer’s second bi-weekly payment of $222.63 came due. When our customers’ accounts fall past due, we make regular attempts to contact them and make payment arrangements. After our customer’s account fell past due, we made daily efforts to reach him and cure the account delinquency, but many of our calls went unanswered. During the first months of the loan, it is very important to build payment history, and it is crucial our customers make payments on time. Should our customers’ accounts fall past due in this period, their vehicles are contractually eligible for recovery. On June 16, 2015, at 10 days past due, DriveTime contacted our customer about his account delinquency. Our customer advised that he would call back that day regarding the past due payment, but no further calls were received from him. On June 18, 2015, at 12 days past due, DriveTime exercised their contractual right to secure the vehicle and assigned the vehicle to be recovered. Please refer to the section in the Simple Interest Retail Installment Contract labeled “Default”: “You will be in default if any one of the following occurs…You fail to make any payment due under this Contract, including any down payment, in full when such payment is due.”On June 19, 2015, at 13 days past due, the vehicle was recovered. Our customer contacted DriveTime with concerns that the vehicle had been recovered despite arrangements he had made with the dealership where he purchased to have a payment credited to his account, due to his previous registration issues. We advised we would research the matter and follow up with our customer, but he advised he just wished to pay the repossession fees and reclaim the vehicle. On June 22, 2015, the vehicle was approved for redemption, and our customer’s loan was reinstated. A representative in DriveTime’s Customer Relations department contacted the dealership where our customer purchased and confirmed that his permanent tags and DMV check had been mailed to him overnight on June 2, 2015. However, the dealership advised they were not aware of a credit that was to be applied to our customer’s account. On June 25, 2015, we contacted our customer and attempted to address his concerns. We encouraged our customer to send in the ticket he had received and the receipt showing he had paid for the ticket and advised we would review for possible reimbursement. However, our customer was not satisfied with this resolution and advised he would pursue matters further in a small claims court. At this time, we are unable to accommodate our customer’s request to be reimbursed for gas, the time he missed at work, and his repossession fees. We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, DriveTime has applied a $25.00 toward our customer’s principal balance. DriveTime thanks the Revdex.com for their continued support. If you have any questions, please contact us at ###-###-####. Sincerely,[redacted]DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On February 17, 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

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.[Provide details of why you are not satisfied with this resolution.]

Regards,

Donis Mitchell

[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 further the business and my self have come to a resolution  that satisfies both of us.  I  consider this complaint resolved.

Regards,

Hello Mrs. [redacted] 
The outline of the events that took place are not all beening addressed in Drive Times answer. Before Nov. 20th 2015 I had signed on to Drive Time for a HHR suv 2011 black 4door. Around about on Nov. 9,2015. The HHR was a lemon and would not pick up speed. I brought thr HHR back and in good faith received the 2009 Impala. THE IMPALA was the second contact signed by me. My 300$ down payment for the HHR was transferred to the Impala also along with a cash down payment that Drive time was asking for of 300$ in cash. I had to give more money for Drive time to make good on the first car. Okay, I needed a reliable car so I got the impala. The Impala was brought back to Drive time because it not only had transmission issues but, also has a repo on it making it nearly impossible to title the car in my name. I was sold a car with a repo. Under the law you are not able to sale anything that doesn't belong to you. When The inspector said there was nothing wrong with the car he falsified his report, and cause me to drive a car that could break down at any time. The car broke down within 5 days of the inspectors report. [redacted] service also confirmed that whom ever inspected the car on the 28 th did in fact notice the transmission issue and neglected to report it. The effect of his falsified report cause my family and I to be trapped in the car for 19 hours and extra money for hotel stay. Drive time is in process of making me a check for my down payment of 600$ that I have to wait 10-14 business days for. I would also,  like to be paid for the first car payment, hotel stay, food, and pain and suffering My family and I experienced throughtout this whole process. I am still out of a car and have to waiting for my money back. I suffered in this situation. If, Drive Time was able to get my tags I would still have the Impala.

[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,

April 7, 2016Revdex.com Ph. (602) 212-2232Fax (602) 263-0997Re: 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 December 21, 2015, our...

customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2010 Chevrolet Equinox. Our customer purchased a 5 year/50,000-mile Vehicle Service Contract, administered by Aeverex. Attached you will find a copy of the Simple Interest Retail Installment Contract and the Vehicle Service Contract for your review.On January 12, 2016, our customer contacted Aeverex to express concerns with a stabilizer track, hole in the muffler, and a check engine light. At that time, Aeverex referred our customer to an in-network repair facility. Aeverex advised he would be responsible for any diagnostic fees if the repairs are not covered under the Vehicle Service Contract.On January 19, 2016, our customer reached out to DriveTime to inform us his vehicle was involved in an accident. We advised him that he would need to file an insurance claim with his third-party insurance.On February 3, 2016, our customer reached out to Aeverex to express concerns with the vehicle shutting off and the check engine light. Aeverex encouraged him to take the vehicle to an in-network repair facility to have a diagnosis completed.On February 5, 2016, we spoke with our customer concerning the mechanical issues with the vehicle. We informed him to have a diagnosis completed on the vehicle at an in-network repair facility. After we receive the diagnosis we can review options for possible assistance. He inquired about rental assistance; we offered rental reimbursement of $25.99 per day up to a max of 5 days.That same day, an in-network repair facility initiated a claim with Aeverex for an engine assembly, coolant, oil change, and engine diagnostic. Aeverex approved these repairs under the Vehicle Service Contract. On February 8, 2016, we reached out to our customer to address their transportation concerns. We offered the rental reimbursement. We also offered a per diem credit of $16.18 per day the vehicle is in the repair facility; minimum of 4 days with a maximum of 14 days.On February 12, 2016, an in-network repair facility contacted Aeverex to inform them the engine ordered was bad and they were requesting a replacement one.On March 1, 2016, Aeverex approved 6 days of rental reimbursement for our customer, totaling $155.94.On March 3, 2016, our customer contacted us concerning the prior engine repairs and making the payments on his account. We informed we will review the situation and reach back out with options of possible assistanceOn March 5, 2016, we offered our customer to take back the vehicle and put him into another one. We would transfer his down payment along with two regular payments. We would arrange the tow to have the vehicle transported to one of our DriveTime Dealerships through Aeverex.On March 10, 2016, we received the vehicle with a dent on the passenger side. We reached out to our customer to inform them we would not be able to accept the vehicle back in this condition. He informed us the third-party insurance was going to cover the cost to repair the dent. We advised once it is fixed we can proceed with the abovementioned offer.On March 25, 2016, our customer expressed concern about an additional $500 required to get into another vehicle. We informed him we would not be able to waive any additional amount needed to get into a higher value vehicle. We tried to keep our customer in a comparable vehicle as far as vehicle type and payment amounts are concerned. It is our customer’s responsibility to pay any additional cost if they choose a higher value vehicle.On March 30, 2016, our customer contacted us inquiring about reimbursement for the rental. We offered to review for reimbursement once he sends in paid receipts for the rental vehicle.After reviewing the receipts, we spoke with our customer on April 6, 2016, to offer them a 30-day rental reimbursement and towing reimbursement check totaling $844.20. Our customer expressed satisfaction with our offer and we ended our correspondence on amicable terms.We apologize for any confusion or inconvenience this matter may have caused. We thank the Revdex.com for their continued support and for allowing DriveTime to address our customer’s concerns. If you have any questions, please contact us at [redacted]

 Sincerely, Carlos S.DriveTime Customer Relations

On May 2, 2016, Bridgecrest mailed a demand letter to our customer’s address on file by...

priority mail. The letter was intended to advise our customer that the vehicle needed to be registered; that if she chose not to, or was unable to register the vehicle she would be obligated to return the vehicle to the DriveTime dealership. Furthermore if our customer was unwilling to return the vehicle, the vehicle would be assigned to a third party recovery agency.
 
On May 4, 2016, our customer contacted Bridgecrest with concerns about her registration. She stated that she had paid the mandatory Department of Motor Vehicle (DMV) fee’s and wished for Bridgecrest to further assist. We advised our customer that she would need to contact the DriveTime dealership to schedule a time when she would be able to sign the required documentation to facilitate her registration.
 
On June 15, 2016, Bridgecrest contacted our customer to address the concerns in her complaint. We advised after a recent in depth review, we determined that there were questions surrounding the registration documentation provided to the District of Columbia DMV; we have since been unable to correct these issues to register the vehicle. We encouraged her to have the vehicle assessed by a licensed body shop for the damages listed in her complaint, and a claim filed with her insurance company. Once the repairs have been completed, Bridgecrest would like to extend the offer to exchange the vehicle, rescind her current Contract, and enter into a new Simple Interest Retail Installment Contract. Additionally we will move (3) of her periodic bi-weekly payments from her current loan toward the new loan with Bridgecrest. We would also like to encourage our customer to provide us with any documentation in regard to citations or other penalties for possible reimbursement.
 
Please see the attached PDF for the full response.

June 24, 2016

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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

January 21, 2014 [redacted] Revdex.com Ph. [redacted] Re: Complaint # [redacted] Dear [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customers’ concerns. All DriveTime vehicles are thoroughly inspected prior to sale at our inspection centers. At the point of sale, our customers have the opportunity to review and fill out the ‘Customer Delivery Checklist’. The objective of this document is to inform our customers of the basic operations of the accessories on the vehicle. In addition, what areas we inspect on the vehicle and how we determine repair or replace based on failure of the component, as explained in paragraph titled "Maintenance Items." I have included the document for your review. Our customers reviewed and signed the ‘What You Need to Know about Financing a Vehicle with DriveTime’, which states on page two under "Vehicle Inspection," they had an opportunity to inspect the vehicle and are satisfied with it. On page one of this disclosure; it states our customers have five days from purchase to return the vehicle. I have included the document for your review. Our customers reviewed and signed the limited warranty agreement at the time of sale. The limited warranty agreement specifically lists what items are covered, and excludes all other components. Our customers never had a repair facility file a claim with the limited warranty administrator, Aeverex, to determine if the repairs needed were covered by the limited warranty. We attempted to assist our customers with payment deferments for out of pocket costs for repairs from September 13 to November 30, 2013. Our customers were required to make one regular payment in order to qualify for this assistance. Our customers did not satisfy the requirements for payment deferments. On January 14, 2014, we informed our customers at that time, we were unable to accommodate their request for reimbursement of money spent on repairs or lost wages. We requested our customers submit repair receipts for review, for possible reimbursement. 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 13, 2014 [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 September 22, 2012, our customer entered into a retail installment contract when she purchased a 2007 [redacted]. Included you will find the retail installment contract for your reference. At the time of sale, our customer agreed to make 132 bi-weekly payments of $199.87 and 1 final payment of $198.92, beginning October 13, 2012. On November 14, 2012, the vehicle was recovered at 18 days past due. Page three of the retail installment agreement, section label "default" 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 January 11, 2014, we spoke with our customer and explained the payment she made on October 27, 2012 via check came back as insufficient funds on November 6, 2012. We attempted to contact our customer regarding the insufficient funds but were unsuccessful. At  this time, we are unable to accommodate our customers’ request for a full refund of monies. However, we have deleted our customer’s trade line from all three major credit bureau agencies and waived the deficiency balance. As a goodwill gesture, DriveTime has mailed a $50.00 [redacted] gift card for personal items our customer was unable to retrieve from the recovery agency. 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

May 1, 2014

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[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

July 16, 2014

Revdex.com

[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 July 23, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime, when she purchased a 2008 [redacted]. Our

customer also purchased a 5 year/ 50,000 mile service contract administered by

[redacted]. Included you will find the Simple Interest Retail Installment Contract and

the DriveCare Plus Protection Package agreement for your reference.

On July 16, 2014, DriveTime contacted our customer and came to an amicable

resolution. At this time, DriveTime has successfully set up payment arrangements to

assist our customer in maintaining the loan.

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.

ok yes back on 8/27 one of the drive time customer service people did call I talk to her on the pjone abot the car she told me to take the car back to one of there car care people to get the car fix I told her no why should I the car haas been there many times before and they are fixing the same thing evey time why should I keep spending my money on a car that has to get the same thing done three times there is no way a car shoukd heave to get a engine job done three times each year I have the car it is the same thing and then she only said they will waive the $250 but still had to pay the cast to get the car fix so that was a lie and yes I might have sgin the car fax paper at the time of me getting the car there was notthing about this was going to be a bad car either and the lady was talking to me like I was no one telling me there is nothing they can d I got the car and thats what it is and no matter what I say I will not no money back from it I should have got the car check out it was a loan and I told her the bank did not give me anything my money paid the down payment and I paid the car payments and I lost all my money on this car and drive time no it they have been doing this to many people iam sure and yes they sent me a $25 visa card like that would make it better that was just a slap in my face where they think they can just do peoplr like that and then give them a gift card really if you look deep into drive time this was on the news how car lots have these cars and then get them on there lot to sell and the cars are no good iam going all the way with this on the news, facebook, anywhere I can make sure they dont get away with taking my money like that I have a sick child in my home and half of the time I had to get on hte bus to take him to his doctor apt because the car

Refund I want some of my money back from this car this car is a leaving hell and I want what is right how can you just do that to people I gave the car back to them and I no they have the car in the shop and they can see how bad the car is

Regards,

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

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,[redacted]

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 did not take advantage of the return program, because the issues went beyond the return policy. When I had to take the car in for the cooling system the second and third time I did call the dealership from where I purchased the vehicle and was informed that there was nothing they could do for me. I then proceeded to contact Drivetime thru a letter with a copy of the invoices that I had up to that point and never got any relief. Was told as I am now being told that I could have brought the car back in prior to owning 5 days. As you can see from the repair list, Nothing happened in the first 5 days. Yes they gave me what they called an autocheck History Report, but now I am being told, by [redacted] at Drivetime, that they are apparently not always accurate. When I spoke with Erica the other day with customer relations, I told her that the repairs that I am complaining about were all related  to the cooling system. She tried to tell me that because they were different parts that they were not related to the issues that were going on with the vehicle. I was told by them that they could possibly help with the repairs to replace the problems that I currently had, but I have been dealing with these same issues since month 1 of owning the vehicle. I do not have the means to continue to put out money on a vehicle that will never be permanently repaired. It was also stated that it has been over a year since the last repair on the cooling system, but if the cooling system were working properly, then it should last a lot longer then a year or so. I have no way to scan and attach, but I have a receipt from the garage that replaced the alternator when it went out on November 16th, that the radiator was leaking and that the vehicle had obviously been in an accident because of the way the radiator was sitting and other parts were rubbing against it. I was told that because of this I would continue to have issues with the cooling system no matter what I did. If this mechanic was able to see this then how come drive time mechanics could not come to this conclusion? I feel that they sold me a car under false pretenses. Also, when I have ongoing repairs for the same issue of overheating and they keep finding parts that need to be replaced that are causing the overheating then I don't feel that I should have had to pay a deductible. I could understand if I owned the vehicle for some time before the cooling system issues started, or if they were a little more spaced out, but I had to bring the vehicle in at least once a month in the first 6 months of owing starting on 9/5/2012 and continuing through 2/2013. That doesn't include the times that I took it in with complaints of overheating and the garage the drivetime required me to go to could not find any problems.

Regards,[redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. At the time of lease our customer signed and reviewed "Motor Vehicle Periodic renewal Lease." Please review page two, section six titled "Types and amounts of require insurance coverage." DriveTime does not have the ability to change our customer’s insurance policy. We have confirmed our customer’s personal belongings are at the DriveTime dealership where she leased the vehicle from. Our customer has 30 days from the date of recovery (January 16, 2015) to obtain her personal belongings. Due to the past due amount of $530.32, recovery fees for $330, and 1200 miles driven on the vehicle, we are unable to accommodate our customer’s request to refund half of the amount due at signing. As a goodwill gesture, DriveTime has mailed a $25.00 [redacted] gift card. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On November 16, 2013, our customer entered into a Cancel Anytime Lease Contract when she leased a 2006 Pontiac Grand Prix. Included you will find the Cancel...

Anytime Lease Contract for your reference.On August 16, 2014, our customer was informed that a new insurance declaration page was needed in order to avoid repossession. The insurance we had on file was showing as being cancelled on July 18, 2014. There were multiple calls since that day to try to obtain the updated insurance information.On October 14, 2014, our customer advised that she did not have insurance and she would provide it within the next couple of days. She was advised that this could put her vehicle in jeopardy of being repossessed. Our customer was advised of the needed coverage.On November 10, 2014, we received our customer’s new insurance binder. However, upon further review, the VIN number was incorrect; it was for a 2006 Pontiac G6 instead of her 2006 Pontiac Grand Prix.On January 9 and 10, 2015, calls were made to our customer but we were unable to get through or leave voicemails.On January 18, 2015, the vehicle was repossessed due to the insurance not being updated with the correct VIN number. Our customer called in inquiring why the vehicle had been repossessed. We advised our customer that the insurance had not been updated; the vehicle on her insurance was different from the vehicle she was leasing.On January 19, 2015, we advised of the insurance page with the wrong VIN and not being able to get ahold of her to get the vehicle’s information updated. Our customeradvised that she had changed her phone number. We added the new phone numbers into the system. Our customer had the VIN updated and the new declaration page was provided.Our customer called in later on in the day upset about having to pay for the repossession fees. Our customer stated she was given paperwork that had the wrong VIN number. During this conversation, an exception was made as a goodwill gesture to split the cost of the repossession fees in half; $150 was to be paid by the customer and $150 was to be paid by DriveTime.On January 20, 2015, our customer paid the $150 to redeem the vehicle but was upset about the fees the repossession agency was charging. Our customer stated she was unaware that there would be this additional charge. DriveTime made the exception to cover the $125 agency fee for our customer.On January 22 and 23, 2015, our customer contacted us regarding her vehicle being turned off and wanted to be compensated. We advised our customer that we no longer disable vehicles. We only enable reminder buzzers (a noise) to notify when a payment is past due. Our customer was set up on auto-pay, and taking effect on her February 7th payment. Our customer’s January 14th payment was still past due.As a one-time goodwill gesture, we will credit her account to cover the January 14th payment. This is due to the wrong vehicle information being given to her on an insurance request form.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,DriveTimeCustomer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. At the time of sale, our customer was provided an [redacted] Vehicle History Report. She signed and acknowledged the vehicle had been in one accident prior to purchase. See page five of the [redacted] Vehicle History Report, it reads on December 12, 2012, an accident was reported as left front impact. In addition, our customer signed and reviewed "What you need to know about financing a vehicle with DriveTime". On page two, under section titled "Vehicle Inspection’, it states: "You are purchasing a used vehicle which may have had paint or body work we did not perform and are not aware of. You had an opportunity to inspect your vehicle and are satisfied with it."Our customer also noted her concerns in regards to her repairs on December 26, 2014, for radio static. Aeverex made an exception to approve all recommended radio static repairs totaling $1,850.27. Aeverex made an exception to approve 13 days of rental vehicle coverage totaling $337.87. At this time, we are unable to accommodate our customer’s request to credit two payments to her account. However, if our customer had additional out of pocket expenses, she can submit receipts for review for possible assistance. On February 5, 2015, we spoke to our customer and recommended she acquire a second opinion at another BMW Dealership regarding the radio static. To date, no new claims have been filed through Aeverex.  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