DriveTime

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

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]

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 find that this is an accurate timeline to what has transpired so far. [redacted] has been very communicative from the first day she had reached out to me and has been very helpful since. As Roxanne mentioned, we are waiting until the final evaluation comes from the shop and for drivetime to discuss our options with me on how to resolve the situation and, if it does, will consider this complaint resolved.

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

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

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

Regards,[redacted]

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

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...

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 Closed End Motor Vehicle Lease with DriveTime when she leased a 2008 Suzuki Forenza. The vehicle came with a limited...

warranty administered by Aeverex. The lease contract and limited warranty agreement are attached for your reference.

On November 19, 2013, our customer contacted Aeverex stating she was having issues with her transmission, the check engine light was on and there was an oil leak. Aeverex referred our customer to a repair facility to have the vehicle diagnosed.

On November 21, 2013, a claim was filed by the repair facility stating the valve cover gasket, spark plugs and oil change need to be replaced. The valve cover gasket was covered under the limited warranty. The spark plugs and oil change were declined as non-covered components under the limited warranty.

On January 8, 2014, our customer contacted Aeverex stating she was having issues with her transmission again. Aeverex advised our customer to return to the repair facility from the previous transmission claim.

On January 13, 2014, a claim was filed by the repair facility. They recommended the vehicle be taken to a Suzuki dealership to diagnose the transmission issues.

On January 16, 2014, the manufacturer filed a claim. They stated the solenoid needed to be tested. They tested the part and could not find any failure.

On February 12, 2014, we contacted our customer in regards to her concerns with her vehicle and the tags. Our customer stated the vehicle did not pass the state

inspection and this was causing her not to get her tags. She advised us the inspection was completed prior to the solenoid being tested.

We have been in contact with our customer and are working towards an amicable resolution. We request that our customer submit all her repair receipts for review for possible assistance.

As a goodwill gesture, DriveTime has sent a $25.00 American Express gift card to our customer’s address.

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 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

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