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

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.You sold the vehicle at auction which should settle any amount that I owe.  You used my ex-husband's income to qualify me for this loan, but his name is not on the title or this account.  I would like the account details taken off my credit report and I owe you nothing.  I am looking at getting some information from my lawyer to seek legal action against Drive Time.  

Regards,

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

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

May 14, 2015 Lyndsey M[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 October 24, 2014, our...

customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a 2004 Chevrolet Silverado. Attached is the Closed End Motor Vehicle Lease Contract for your reference. The timeline of our customer’s insurance concern is as follows:     -On March 18, 2015, DriveTime received notice of our customer’s cancelled insurance, effective March 2, 2015.     -On March 24, 2015, DriveTime mailed a letter to our customer informing her that we received notice of her cancelled insurance. The letter requested an updated copy of her current insurance policy. As mentioned in the letter, under subsection What You Need to Do, "premium notices and insurance cards are not acceptable documentation." Attached is the letter for your reference.     -On March 27, 2015, DriveTime received notice of our customer’s cancelled insurance from a second insurance carrier, effective March 21, 2015.     -On March 31, 2015, DriveTime attempted to contact our customer regarding her cancelled insurance via telephone, but we were unsuccessful in reaching her.     -On April 17, 2015, we made a second unsuccessful attempt to contact our customer via telephone regarding her cancelled insurance. We left a message encouraging her to reach out to us.     -On April 23, 2015, DriveTime emailed our customer requesting proof of insurance coverage. The email requested immediate receipt of the Declaration Page or the Insurance Binder as proper documentation. Attached is the email for your reference.     -On April 24, 2015, our customer sent us a picture of her insurance cards.     -On May 5, 2015, the vehicle was repossessed due to absence of insurance coverage and no contact from our customer. Our customer’s insurance agent contacted us to find out what was needed as proof of insurance. We advised the agent that the proper documentation to provide as proof of insurance was the declaration page or the insurance binder.     -On May 6, 2015, we received the declaration page from a third insurance carrier, and our customer redeemed the vehicle. The proof of insurance we received from this carrier stated her policy took effect on May 5, 2015. At this time, we are unable to accommodate our customer’s request to refund her redemption fees and an additional $176 for time missed at work. We made multiple attempts to notify our customer of the necessity to provide us with proof of insurance. In these attempts, DriveTime made mention of what documents were required and which documents would not be accepted as proof of insurance.We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has applied a $50.00 credit to our customer’s account.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted].Sincerely,Natalie H.DriveTimeCustomer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns. Without any new information, DriveTime is still unable to accommodate our customer’s request to be transferred into a different vehicle. We apologize for any confusion or inconvenience this matter may have caused.On January 19, 2015, our customer contacted Aeverex with noise concerns. Aeverex authorized our customer to take the vehicle to an out-of-network repair facility for diagnosis, as the closest in-network facility was over three hours away.On February 7, 2015, an out-of-network repair facility filed a claim with Aeverex for struts, a tie rod, alignment, a strut mount, front and rear links, and shocks. A third-party inspector was called in to verify the failures on the vehicle. Aeverex approved the strut, inner tie rod, alignment, and strut mount repairs in full; however, as the inspector was unable to find any failures with the front and rear links or shocks, these latter repairs were denied. No further claims have been filed with Aeverex at this time. All DriveTime vehicles are thoroughly inspected at our DriveTime inspection centers prior to sale. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no need to replace it. At the time of sale, our customer signed a Vehicle Inspection Checklist. On this document under “Important Reminder,” it is stated:“Our focus of the multi-point inspection is primarily the safety and reliability of your vehicle…Please ensure you are comfortable with the condition of the vehicle prior to leasing.”Additionally, on page one of the Vehicle Inspection Checklist under “Maintenance Items,” it is stated:“…These maintenance items are subject to replacement only upon failure of the component...”On May 11, 2015, we contacted our customer and attempted to address her concerns. We encouraged our customer to take the vehicle to a repair facility to have the current issues diagnosed. We advised her that once a claim had been filed with Aeverex, we would review options to assist with any non-covered repairs. On May 15, 16, and 18, 2015, we attempted to contact our customer, as no claims had yet been filed with Aeverex, but we were unable to reach her. On May 18, 2015, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter was to inform her of our attempts to reach out to her. We encourage our customer to contact our Customer Relations department at ###-###-#### so we can make further efforts to bring resolution to her concerns. 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

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

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

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

February 23, 2016

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

February 9, 2016

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Re: Complaint # [redacted]

Dear Ms. [redacted]

When our customers’ accounts become delinquent, DriveTime makes normal attempts to contact our customers to cure the delinquency balance. When speaking with a loan advisor, our customers are able to set payment arrangements on the account. When these arrangements are made and kept, calls will cease to our customer in regard to payment.

On June 27, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2012 Hyundai Accent. At time of sale, our customer agreed to make 142 bi-weekly payments of $209.37 and one final payment of $208.29 beginning July 18, 2015. Attached you will find the Simple Interest Retail Installment Contract for your reference.

On February 3, 2016, our customer contacted DriveTime in regard to the payments on her loan. We advised our customer we would be unable to assist her with a frequency change on the account as the account was past due. We encouraged our customer to make payment arrangements on the account to cure the delinquency balance and we would be able to review for a frequency change once cured.

On February 8, 2016, DriveTime contacted our customer to reach an amicable resolution. We advised her that we would be able to process a frequency change on the account once the account is brought to a current status. At that time, our customer requested for a cease and desist on her account. We advised our customer that no outbound calls would be made to her while the cease and desist was active on the account and she would be responsible to initiate any contact over the phone.

As a good-will gesture, DriveTime has applied a $25 credit towards our customer’s principal balance.

Should you have any questions or concerns, please contact us by calling us at [redacted].
Sincerely,
DriveTime Customer Relations
Tell us why here...

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.