DriveTime

February 11, *** *** Revdex.com Ph(*** *** Fax (602) 263-0997 Re: Complaint # *** Ms*** Thank you for bringing this matter our attentionWe appreciate the opportunity to re-address our customer’s concernsWithout any new information, DriveTime is unable to further assist our customerWe encourage our customer to contact our customer relations department at *** if she has any additional concernsWe apologize for any confusion or inconvenience may have causedShould you have any questions or concerns, please contact us by calling us at ***Sincerely, Justin MDriveTime Customer Relations Department Tell us why here

November 28, Revdex.com Ph(*** *** Fax (602) 263- Re: Complaint # To Whom It May Concern: Thank you for bringing this matter to our attentionWe appreciate the opportunity to re-address our customer’s concerns DriveTime offers a Day Contract Rate Buy Down, to our finance customers that did not qualify for another program to lower the interest rate at the point of saleThis Interest Rate Buy Down allows our customers the option to place extra money down within the first days of purchaseThis benefit allows our customers the opportunity to lower their interest rate and adjust their payment amounts or the length of their loanAttached is a copy of the Day Contract Rate Buy Down If outside the initial days of the loan, Bridgecrest does not have the ability to refinanceWe encourage our customer to contact other financial institutions that could potential assist with refinancing to possible lower her payment amount On April 15, 2015, at days past due, DriveTime exercised its contractual right to secure the vehicle and assigned the vehicle to be recovered On April 16, 2015, after the vehicle has been reported as recovered, our customer contacted Bridgecrest inquiring about redeeming the vehicleThey advised her that she would need to pay $1,to redeem the vehicleLater that day, our customer paid the redemption fees to retain possession of the vehicle On April 18, 2015, our customer’s account began to fall delinquentAt days past due, in February of 2016, Bridgecrest performed a nine payment deferment to bring the account currentThe intent of providing payment deferments is to assist our customers with maintaining regularly scheduled payments after their hardship periodBetween April of and February 2016, our customer did continue to make paymentsHowever, these payment amounts did not satisfy the regularly scheduled amount or the past due balance she had accrued during this period of time

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn May 17, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a Hyundai AccentOur Customer also opted to purchase a
month/50,mile Vehicle Service Contract, administered by AeverexAttached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference.At the time of purchase, our customer signed and reviewed the Vehicle Service ContractOn page 7, under subsection How This Contract May Be Cancelled Including Refunds and Charges it states: “In states where cancellation is available, you may receive a Partial Refund… Upon your cancellation, provider will, through Administrator, provide your refund within the Refund Period.”Additionally, on Page 5, under subsection Definitions it explains:“’Refund period’ means forty-five days from the date of Administrator’s receipt of your cancellation notice.”Attached you will find the Vehicle Service Contract for your reference.On February 16, 2015, our customer contacted DriveTime and informed us his vehicle was involved in a total loss accident on February 4, We informed our customer to have his insurance contact DriveTime and informed our customer he is still responsible for payments on his loan until both the insurance check and GAP check is received.On February 17, 2015, our customer contacted DriveTime for a status update regarding the total loss processWe informed our customer we are waiting for the insurance check to apply to his accountOur customer was informed he would be eligible to get into another vehicle with DriveTime, once the insurance check was received.On March 3, 2015, DriveTime received the insurance check and applied it to our customer’s principal balanceDriveTime then sent paperwork to begin the GAP insurance process.On March 13, 2015, our customer contacted DriveTime for a status update regarding the GAP insurance processWe informed our customer that there is a waiting period for GAP insurance to apply to the remaining balance on his accountWe also informed our customer he did not have to worry about the remaining balance, as his GAP insurance would be applied.On April 7, 2015, our customer contacted DriveTime for a status update regarding the GAP insurance processWe informed our customer that we have not received information regarding his GAP insuranceWe informed our customer that there will not be any negative implications reported to his credit while we wait for GAP to apply.On April 17, 2015, our customer contacted DriveTime for a status update regarding the GAP insurance processWe informed our customer that GAP coverage would not apply because the refund amount for his Vehicle Service Contract cancellation would cover the remaining balance of the loan.On May 29, 2015, we contacted the authorized third party on our customer’s account to discuss our customer’s concerns We verified a refund check would be cut and mailed overnight for the Vehicle Service Contract and GAP overagesWe informed the authorized third party the check could possibly take until Tuesday, June 2, 2015, to get to our customer’s address.On June 10, 2015, we attempted to contact our customer to discuss his concernsWe spoke with the authorized third party and informed her our customer will need to contact our Customer Relations Department to ensure all credit reporting is being reported accurately.As a goodwill gesture, DriveTime has sent a $American Express gift card to our customer’s address listed on file.DriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely,*** **DriveTime Customer Relations

Re: Complaint # *** To Whom It May Concern: Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn July 8, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she
purchased a Mitsubishi GalantAttached you will find the Simple Interest Retail Installment Contract for your referencePrior to purchase, DriveTime reviews a Buy Option with our customersThe purpose of this document is to give our customers an estimate of the financing details for a vehicle that they are interested in purchasingAt the bottom of the Buy Option, it states: “This purchase option is an estimate only and subject to changeThe contract is your final agreement.” Our customer signed the Buy Option indicating understanding of the document, attached for your reviewAt the time of sale, our customer agreed to make monthly payments of $and final payment of $483.53, beginning August 3, Our customer was provided a document titled Customer Payment Schedule outlining the due dates of the amounts owed to us for the vehicleAttached you will find the Customer Payment Schedule for your reviewWhen our customer’s account becomes delinquent, DriveTime will make regular attempts to contact our customer to cure the delinquency balanceWhen a customer contacts a DriveTime loan advisor they are able to establish payment arrangementsWhen these arrangements are made and kept, contact to cure the delinquency balance will ceaseIf our customer’s fail to keep the arrangements made, they are in default of their contractual obligations and DriveTime may exercise their contractual option to recover the vehicleDriveTime made several unsuccessful attempts to contact our customer and advise her of the status of her account and make arrangements to cure the past due balanceContinued… (Full version provided to the Revdex.com)

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

October 28, *** *** Revdex.com *** *** ***
*** *** ***Re: Complaint # *** Dear Ms***, Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn August 11, 2014, our customer entered
into a Simple Interest Retail Installment Contract when he purchased a *** *** ***Attached you will find the Simple Interest Retail Installment Contract for your referenceIn addition to autopay, DriveTime provides various options that our customers can utilize to make payments free of charge, such as: ? Pay by Text Message ? Pay by Bank Account (Bill Pay) ? Pay by Mail (Check/Money Order) For a full list of payment options, please visit: *** We have made several unsuccessful attempts to contact our customerOn October 25, 2014, we sent a letter via certified mail to our customer’s address on fileThe purpose of this letter is to inform our customer of our attempts to reach out to himWe encourage our customer to contact DriveTime at *** to address his concernsAs a goodwill gesture, DriveTime has credited $towards our customer’s next scheduled paymentDriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ***Sincerely, DriveTime Customer Relations

As mentioned in our previous response, we are able to coordinate with Bridgecrest in opening an investigation into the possibility of fraudShe will need to produce a copy of a valid ID (driver’s license or passport), her social security card, and a police report or a notarized identity theft affidavitShe is also welcome to provide a full Credit Reporting Agency report that demonstrates any areas for investigationShe may fax or email the requested documentation to *** or to ***Should our customer wish to discuss this matter further, she may contact our Customer Relations department at ***. As explained in our initial response, our customer agreed to make monthly payments of $and one final payment of $Our customer also agreed to finance a total of $9,with a 23.347% Annual Percentage Rate (APR), as outlined on page one of the ContractAdditionally, if all payments were made on the scheduled due dates then the total payments made, including the down payment, would be $16,DriveTime did not assess an additional $to the total price of the loanThe $our customer paid was used as a down payment. DriveTime reviewed the documents our customer providedWe are not able to take any actions based on the credit report document and payment confirmation receipts we receivedThe credit report document cannot be verified as a certified reportThe payment confirmation receipts provided appear to be automatically generated responses to our customer when they authorize a payment transactionDriveTime requires a full, running bank statement to substantiate her allegations that she has maintained payments on her account....(continued on attached)

I am rejecting Mr*** *response due to the fax he did acknowledge Drive Time is no longer interested in the lien and it was sold to several different collection agencies Mr*** onlybknows of oneI have spoken to the current collection agency that has my account but not the titleMr *** stated its nothing they can do because they are not longer the lien holder, I stated to Mr*** even though Drive Time Corporate is no longer the lien hold on the vehicle according to DMV records and the title to which is in reference, Drive Time still remains by law the lien holderAll I am asking is that Drive Time remove their name off as the lien holder, I have given my insurance the bill of sale, and the power of attorney on the car

Thank you for bringing this matter to our attentionWe appreciate the opportunity to readdress our customer’s concerns.We attempted to contact our customer regarding her response, but were unsuccessfulWe encourage our customer to contact us at the phone number below to submit a receipt to DriveTime regarding the expense paid for the computer reprogrammingOnce we receive the receipt, we will reimburse her for the $69.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 attentionWe appreciate the opportunity to address our customer’s concerns.
On May 6, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime, when he purchased a Toyota YarisIncluded you will find the
Simple Interest Retail Installment Contract for your reference.
On July 14, DriveTime obtained an additional temporary tag to provide to our customer.
On July 15, we informed our customer the title issues should be resolved no later than July 18, 2014, and he will be required to sign the title in order to register the vehicle. We informed our customer, if there are any late fees or penalties for registration or personalized plates due to the title issue; we would cover that additional cost as a goodwill gestureWe encouraged our customer to submit receipts if he inquires additional fees for possible assistance.
As a goodwill gesture, DriveTime has applied a $credit to our customer’s principal balance.
DriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ***-***-***.
Sincerely,
DriveTime
Customer Relations

March 25, Revdex.com Ph(602) 264-Fax (602) 263-0997 Re: Complaint # *** To Whom It May Concern, Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our potential customer’s concerns On
March 10, 2014, our customer entered into a Closed End Motor Vehicle Lease with DriveTime when she leased a Kia SpectraThe vehicle came with a Life of Lease Limited Warranty administered by AeverexThe Lease Contract and Life of Lease Limited Warranty are attached for your review On March 14, 2016, our customer contacted Aeverex (our warranty administrator) to advise that smoke was coming from her engineAeverex referred our customer to a repair facility for diagnosis Later that day, a repair facility called in a claim for the radiator, coolant, cooling fan and fusible linkAll items were approved by Aeverex under the terms of the Warranty Our Lease Contract does not offer assistance for rental vehicles, nor does it specify any payment assistance for time a vehicle spends under repairAt this time, DriveTime has offered our customer a per diem credit, wherein our customer will be credited $for each day it spends at the repair facilityGenerally when such an exception is made the maximum amount of days that could be credited would be Should the vehicle be at the repair facility longer than days, DriveTime would be willing to review for additional assistance We have requested our customer submit receipts for the out of pocket costs so we may review them for possible assistance as well At this time, DriveTime has credited $towards our customer’s account as a goodwill gesture DriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at *** Sincerely, Jeremy NDriveTime Customer Relations

DriveTime spoke with the ATP on August 16, to discuss her concernsWe advised that as a goodwill gesture, we would credit our customer’s account for the cost of the battery replacement, up to $200.00, upon receipt of a paid invoice for the repairThe ATP was satisfied with this resolution and
advised she would send in the receiptsAs of August 23, 2017, we have not received the requested receipts from our customer or the ATPThey may fax or email the receipts to *** or to ***Our offer is valid until September 15, If we do not receive the paid receipts by September 15, 2017, the offer will expire, and we will consider this matter resolved

May 20,
*** *** Revdex.com *** *** ***
*** *** *** Re: Complaint # *** Dear Ms***, Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn April 30, 2015, our customer entered into
a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a Chrysler Town and CountryAll lease vehicles come with a Life of Lease Limited Warranty, administered by ***Included you will find the Closed End Motor Vehicle Lease Contract and the Life of Lease Limited Warranty Contract for your referenceOn May 6, 2015, a repair facility contacted *** and recommended the following repairs: ? Transmission Fluid ? Pan Gasket for the Transmission ? Radio replacement ? Front Calipers ? Rear brake pads ? Brake Fluid *** approved all recommended repairs under the Life of Lease Limited WarrantyOn May 15, 2015, our customer contacted DriveTime and informed us her vehicle was involved in a total loss accidentWe informed our customer she would need to continue to make her payments until the vehicle is deemed a total lossWe apologize for any confusion or inconvenience this matter may have causedAs a goodwill gesture, DriveTime has sent a $gift card to our customer’s address listed on fileDriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at 800-965-Sincerely, Jacelynn SDriveTime Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
As I said before nobody is understanding my situation, there is NOTHING I can do with this matterMy hands are tied and it is up to the parties involved to communicate and work this outI have spoke to the highest people of all parties and they have all told me there is nothing that I myself can doTHEY have to work this outI cannot pick up the check and I cannot make the bank send it to drive time.....they refuse They said they CAN and WILL hold the check for up to years until Drive time cooperatesThe issuance company cannot stop payment or send another check because they said it has been cashedSo having said all that again please tell me if you are going to do something or do I need to contact a lawyer? I already have one that will take this case I'm just trying to give everyone a chance I have very little patience left in this matter as I have already spent several hundred dollars just to fix what needed to be done to drive itI'm a very unhappy customer and will never recommend this dealership to anyone. Also this car was purchased July 3, not February 3rd
Regards,
*** *** ***

Thank you for bringing this matter to our attentionWe appreciate the opportunity to re-address our customer’s concerns.When our customer’s accounts become past due, DriveTime makes regular attempts to contact our customers to cure the delinquency balance on the accountOur customers are able to set payment arrangements on the account with a loan advisorIf these arrangements are made and kept, attempts for contact will cease.On May 29, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Chevrolet UplanderOur customer also opted to purchase a year/50,mile DriveCare Plus Protection Package, administered by AeverexAt time of sale, our customer agreed to make bi-weekly payments of $and one final payment of $beginning on June 15, Attached you will find the Simple Interest Retail Installment Contract and DriveCare Plus Protection Package for your reference.On September 18, 2015, an out-of-network repair facility updated a claim with Aeverex stating the timing cover gasket, coolant, cross over gasket, body control module, level sensor and reprogramming of the PCM.On October 2, 2015, DriveTime made an exception to the DriveCare Plus Protection Package by covering the repairs of the timing cover gasket, coolant housing gasket, cross over gasket and coolant for a total of $3,At that time, we required our customer to bring her account current as it currently reflected as past due by $That same day, our customer made a payment of $to bring the account to a current standing.The next day, a regular scheduled bi-weekly payment of $became due on the accountSince that time, when the account has fallen delinquent, DriveTime made attempts to contact our customer in regard to curing the delinquency balance. On January 15, 2016, we have placed a cease and desist on our customer’s account so no outbound calls can be made to our customer as requestedIf our customer would like to discuss the account at all, she would be required to contact DriveTime.Since that time, our customer’s account has remained delinquentDriveTime had not received any communication from our customer in regard to the delinquency balanceIn addition, DriveTime was unable to contact our customer in regard to her account status because the cease and desist remained active on the account per the customer’s request.On March 2, 2016, at days past due, DriveTime placed the vehicle out for recoveryIn the Simple Interest Retail Installment Contract under the section labeled “default” it states:“You will be in default if you do not make any payment in full when such payment is due…If your only default is that you did not pay a payment on time, we may accelerate this contract only if your default continues for at least days…Additionally, we may take back (repossess) the Vehicle.”The next day, the vehicle was recoveredOur customer contacted DriveTime to inquire about redeeming the vehicleDriveTime advised our customer that she would be responsible to pay the past due balance and recovery fees in order to redeem the vehicle.On March 4, 2016, our customer paid all fees associated with redeeming the vehicleAt that time, our customer was able to continue her Simple Interest Retail Installment Contract with DriveTime.At this time, we are unable to refund our customer the cost of the recovery fees as the recovery of the vehicle was validWe are glad to see our customer was able to redeem the vehicle and reinstate her Simple Interest Retail Installment Contract.We apologize for any confusion or inconvenience this matter may have causedWe request that the Revdex.com consider this matter as resolved.DriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ***.Sincerely, Justin M.DriveTime Customer Relations

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until after the business perform this action and will consider this complaint resolvedI want to keep my options available because the business has shown me how capable they are in resending their resolution.
Regards,
*** * ***

Response too large, please see attached

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns.On August 2, 2014, our customer entered into a Simple Interest Retail Installment Contract when she purchased a Volvo XCIncluded you will find the Simple Interest Retail
Installment Contract for your reference.On December 10, 2014, we acquired the tracking information for the title documents submitted by the dealershipIt was confirmed the documents were delivered to the Maryland DMV on November at 8:34amWe also had our title department reach out to the Maryland DMV for a status update on the titling for our customer’s vehicleThey gave our titling department a 72-hour turnaround time to provide us with more information.On December 11, 2014, we reached out to our customer to address her titling concernsWe advised our customer that we are working with the Maryland DMV for an updateThe customer asked if we could process her registration at the Missouri DMV for that is where she currently resides.On December 17, 2014, the Maryland DMV advised they mailed the title documents back to the dealership in Mechanicsville, VirginiaWe advised the dealership to forward the documents to our dealership in Missouri to complete the registration process.As a goodwill gesture, DriveTime has applied a $credit to our customer’s payment.DriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,DriveTimeCustomer Relations

May 29, *** *** Revdex.com Ph*** *** Fax *** *** Re: Complaint # *** Dear Ms***, Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns On May 8, 2015, our customer entered
into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Chrysler Town & CountryOur customer opted to purchase a year/50,mile Vehicle Service Contract (VSC), administered by ***Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your referenceAll DriveTime vehicles are thoroughly inspected at our DriveTime inspection centers prior to saleParts that fail inspection are replacedHowever, if a part is functioning at the time of inspection, there is no need to replace itAt the time of purchase, our customer signed and reviewed the attached Customer Delivery ChecklistOn the Customer Delivery Checklist under Important Reminder, it is states: "Our focus of the multi-point inspection is primarily the safety and reliability of your vehicle…Please insure you are comfortable with the condition of the vehicle prior to purchasing." Additionally, on the Customer Delivery Checklist under Maintenance Items, it is states: "…These maintenance items are subject to replacement only upon failure of the component..." On May 21, DriveTime’s Customer Relations Department reached out to our customer to address her concernsWe advised her to take the vehicle to a repair facility to be diagnosedOnce a claim is filed with ***, we can determine if repairs are covered by the Vehicle Service Contract and review non-covered components for possible assistanceWe reminded our customer that within the first days or 1,miles, diagnostic and deductible fees are covered under her DriveCare Limited WarrantyOn May 22, 2015, a repair facility filed a repair claim with *** approved the cost of repair for the tire pressure sensor for a total of $We have made several unsuccessful attempts to contact our customer to inquire whether she is satisfied with this resolutionIf our customer has any additional questions or concerns, we encourage her to contact our Customer Relations Department at *** ***We apologize for any confusion or inconvenience this may have causedAs a goodwill gesture, DriveTime has applied a $credit to the principal balance of our customer’s accountDriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ***Sincerely, *** *DriveTime Customer Relations

January 4, Revdex.com Re: Complaint # ***
* Thank you for bringing this matter to our attentionWe 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 productOur 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 accidentAt that time, our customer inquired if she had GAP insurance with DriveTimeWe 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 fullTo 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 $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 resolutionWe discussed the above information and advised our customer to contact us at *** with any further questions or concernsOur customer advised she would contact us in the future about her choice to take advantage of the Insurance Loss Program or notAs an additional good-will gesture, DriveTime has applied a $credit towards our customer’s principal balance Sincerely, DriveTime