DriveTime

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.

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On January 19, 2015, our customer entered into a Closed End Motor Vehicle Lease when she leased a 2005 Infiniti. Included you will find the Closed End Motor Vehicle Lease...

Contract for your reference.  On February 27, 2015 we informed our customer the payment was applied to her account. We informed our customer of different payment options to avoid potential delays in payment processing. Our customer stated she did not have additional concerns to address and we have come to an amicable resolution. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s account. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to 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 March 8, 2014, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a 2008 Dodge Caliber. The Closed End Motor Vehicle Lease Contract has been attached for your review. Because DriveTime’s Closed End Motor Vehicle Lease Contracts can be cancelled at any time, we do not offer any grace periods. A vehicle is contractually eligible for repossession as soon as the account falls past due, after waiting any time required by law. As a courtesy to our customers, DriveTime often waits 5 to 7 days before assigning a vehicle to be recovered. Likewise, because the lease can be cancelled at any time, DriveTime does not offer due date changes on lease accounts. Due to the amount of time that has passed since our customer’s date of lease, we have been unable to confirm if she was advised that she would be able to change the due date of her payments at a later time. On July 13, 2015, at 9 days past due and with no payment arrangements set on the account, DriveTime exercised their contractual right to secure the vehicle and assigned the vehicle to be recovered. Please refer to section 11 in the Closed End Motor Vehicle Lease Contract labeled “Default, Repossession and Other Remedies”: “The following are events of default: (a) You fail to pay any periodic payment when due or any other amount you owe under this Lease when we ask you for it… (c) You do not maintain required insurance….If you are in default, after waiting any time the law requires, we may do any of the following: (a) End this Lease and demand that you pay the amount due… (e) Take (repossess) the Vehicle wherever we find it and enter any property where the Vehicle may be to do so….”On July 14, 2015, the vehicle was recovered. Our customer contacted DriveTime and advised the vehicle should not have been recovered, as she had made a payment the day before. We advised our customer that because she had not called us with a confirmation number, we had no indication that a payment had been made and had not closed the assignment with the recovery agent. We have no record that our customer ever contacted us during the month of July prior to the vehicle’s recovery. The same day, we informed our customer that due to the recovery of the vehicle, we would not be able to accept the check she had used to make her payment. We encouraged her to cancel the check through her bank and make the payment to reinstate her lease over the phone with a debit or credit card or at a check-free location such as Walmart. Our customer paid her recovery fees and past due balance in full, and arrangements were made to release the vehicle to her. On July 24, 2015, we contacted our customer and attempted to address her concerns. We discussed the above information and encouraged our customer to make her payments toward her lease on the date she is paid prior to her payment due date, in order to stay on track with her payments. Our customer was not satisfied with the information we were able to provide and did not wish to discuss the matter further. At this time, we are unable to accommodate our customer’s request have her recovery fees refunded and her payment due date changed. We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, DriveTime has applied a $100.00 credit toward our customer’s payments. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely,[redacted]DriveTime Customer Relations

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

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

January 4, 2016

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Revdex.com
 
Re: Complaint # [redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
 
At the time of sale, DriveTime did not yet offer GAP insurance to our customers as an optional product. Our customers would be required to obtain GAP insurance from a third party insurance provider.
 
On September 21, 2015, our customer contacted DriveTime and advised that her vehicle had been involved in a total loss accident. At that time, our customer inquired if she had GAP insurance with DriveTime. We advised our customer that she did not, but she did qualify for our Insurance Loss Program (ILP).
 
DriveTime’s Insurance Loss Program allows our customers to enter in to a new loan and have the balance on the loan waived and reported as paid in full. To qualify for this program our customer must meet the following criteria:

The vehicle must be declared a total loss by their insurance company
Our customer must have completed and returned all necessary insurance paperwork
Our customer’s insurance company must have remitted physical damage payment
Pay the Insurance Loss Program deductible of $500
Our customer’s totaled loan must be current up to the date of loss
Have full coverage insurance (comprehensive and collision coverage)at the time of the loss
Our customer must qualify for a new loan (down payment for new loan is determined by the vehicle selected)

 
On December 28, 2015, DriveTime contacted our customer and came to an amicable resolution. We discussed the above information and advised our customer to contact us at [redacted] with any further questions or concerns. Our customer advised she would contact us in the future about her choice to take advantage of the Insurance Loss Program or not. As an additional good-will gesture, DriveTime has applied a $25 credit towards our customer’s principal balance.
 
Sincerely,
 
DriveTime

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. DriveTime has temporarily ceased credit reporting to all three major credit bureau agencies. The cease is due to required system enhancements. We...

apologize for any inconvenience to our customer.  While going through the credit reporting enhancements there is a possibility that credit-reporting errors may occur. Therefore, all credit reporting was ceased and purged to comply with the Fair Credit Reporting Act. We anticipate these enhancements will be completed no later than the end of March and reporting to reflect on our customer’s credit within 30- 60 days. We understand the importance of building and maintaining a credit score. We also understand the importance of accurately reporting credit activity and that is why DriveTime has made the effort to complete these system enhancements. On March 11, 2015, we advised our customer of our system enhancements. We faxed a credit rating letter to show his payment history since time of purchase. At this time, we are unable to accommodate our customer’s request.  As a goodwill gesture, DriveTime has applied $25 to our customer’s principal balance. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On January 11, 2014, our customer entered into a Closed End Motor Vehicle Lease contract when he leased a 2005 Jeep Liberty.On May 29, 2014, we contacted our...

customer and came to an amicable resolution.  DriveTime is expediting the process to refund all fees due to our customer.As a goodwill gesture, DriveTime has applied a $25 credit towards our customer’s next payment.                      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]DriveTimeCustomer Relations

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 27, 2010, our customer entered into a Simple Interest Retail Installment Contract with...

DriveTime when he purchased a 2008 Chevrolet Impala. Attached you will find the Simple Interest Retail Installment for your reference. In October 2014, DriveTime temporarily ceased and purged all credit reporting to all three major credit bureau agencies. This cease was due to required system enhancements taking place in the manner DriveTime reports to the credit bureaus. On March 13, 2015, our customer’s loan was paid in full. In April 2015, we completed the necessary updates with Experian and Equifax and reporting continued. We were continuing to work diligently to reestablish reporting with Transunion. On June 27, 2015, our customer contacted DriveTime inquiring why there was an open loan for their vehicle with a principal balance of $4,494.00. On June 29, 2015, we contacted our customer and informed him that Experian and Equifax were reflecting correctly in regards to his credit reporting and Transunion has not been updated since 2014. We informed our customer that we would not be able to update with Transunion until we reestablish reporting. Later that day, we emailed a credit rating letter to our customer. This credit rating letter can be provided to potential creditors. We strongly encourage our customer to keep a copy for his records. Attached is the credit rating letter for your reference. At this time, we have reestablished reporting with Transunion. DriveTime is continuing to work diligently to reestablish all credit reporting on our customer’s account; however, it can take up to 30-60 days for customers to be able to see it reflected on their credit reporting.If in the future our customer should require further documentation of his loan, we would be happy to make additional credit rating letters available. We apologize for any inconvenience or confusion this matter may have caused. As a good-will gesture, DriveTime has sent our customer a $25.00 American Express gift card to the address listed on file. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely,[redacted]. DriveTime Customer Relations Department

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,

[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,

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

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

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.

On December 17, 2015, our customer entered into a Simple Interest Retail Installment Contract when he purchased a 2009 Nissan Murano from DriveTime. The vehicle came with a...

30-day/1,500-mile DriveCare Limited Warranty, administered by Aeverex. Our customer purchased an additional 5-year/50,000-mile Vehicle Service Contract, also administered by Aeverex. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest. Attached you will find the Simple Interest Retail Installment Contract, DriveCare Limited Warranty, and the Vehicle Service Contract for your review. On January 5, 2016, our customer contacted Aeverex to express concerns with the service engine light and an idle code. Aeverex encouraged him to have a diagnosis completed at an in-network repair facility. On March 2, 2016, an in-network repair facility initiated a claim with Aeverex for a steering diagnosis and power steering fluid leak. Aeverex informed the repair facility these items are non-covered under the Vehicle Service Contract. On March 13, 2016, our customer advised us that he was going to bring back the vehicle because of the repairs needed on the vehicle. We informed him this would reflect as a voluntary surrender on his credit and he would still be responsible for the deficiency balance. At this time, we are willing to review options of possible assistance once our customer has a diagnosis completed at an in-network repair facility. Our records do not show a claim called into Aeverex since March 2, 2016.   We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, we are crediting $25.00 to our customer’s account balance.

June 12, 2015[redacted]Revdex.comPh. [redacted]Fax [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 concernsOn August 30, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2010 Toyota Corolla. Attached you will find the Simple Interest Retail Installment Contract.On May 21, 2015, an authorized third party, the customer’s mother, called in to inform us that the customer had been involved in an accident and inquired about her son’s payments. The authorized third party also advised that the vehicle was not deemed a total loss, but was awaiting an inspection by an insurance adjuster. We advised her that her son will still need to make his regular payments throughout this process.On May 22, 2015, our customer contacted DriveTime advising he was experiencing financial hardship related to the accident and inquired about assistance. DriveTime informed our customer that we would be able to defer payments to the end of the loan to assist. Our customer was advised that we could process these payment deferments. We advised our customer that his current payment was set to auto-draft from his account that day.  The auto-draftrejected due to insufficient funds. On May 28, 2015, our customer called into our customer service department to inquire about payment arrangements. The representative advised our customer about the non-sufficient funds fee and our deferment process.On May 30, 2015, our customer contacted DriveTime and provided more details on the nature of his hardship:  he was responsible for a $500 deductible to his insurance company because of the accident and he was currently out of work while vehicle was being repaired. On June 3, 2015, our customer contacted DriveTime’s customer service department to discuss payment arrangements for his account. He advised that he would like to make payments on a monthly basis moving forward.On June 5, 2015, we contacted our customer and came to an amicable resolution. DriveTime agreed to waive the non-sufficient fund fee our customer incurred on May 22, 2015 to assist him with bringing his account current. We have also agreed to offer four payment deferments to assist our customer during his hardship. Our customer’s normal bi-weekly payments of $187.97 are scheduled to resume on July 17, 2015.  As a goodwill gesture, DriveTime has applied a $25.00 credit towards 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]DriveTimeCustomer Relations

April 14, 2014

Lyndsey Mullens  

Revdex.com

Ph. ###-###-####

Fax ###-###-####

Re: Complaint #

Dear Ms. Mullens,

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our...

customer’s concerns.

On June 12, 2013 our customers entered into a retail installment contract when they purchased a 2011 Dodge Caliber. Included you will find the retail installment contract for your reference.

We are aware of the reporting issue and are diligently working with the credit bureaus to correct our customer’s concern. We are unable to provide our customer with a timeline of when the issue will be resolved. In the interim, we have provided our customer with a current credit rating. This demonstrates how DriveTime would report our customer to the credit bureaus. We hope this is sufficient to meet our customer’s needs until this matter is resolved.

We have attempted to reach our customer and discuss his concerns, but have been unsuccessful. We encourage our customer to contact us for further assistance.

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 ###-###-####.

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 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

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.

Regards,