DriveTime

Please see the attached PDF for our full response.On November 4, 2016, our customer contacted DriveTime in regard to exchanging the vehicleWe inquired as to why she did not return the vehicle in SeptemberOur customer stated that she needed to utilize the vehicle for transportation to her place
of employmentWe inquired if the damage to the vehicle was repaired, as the vehicle would need to be returned in the condition it was sold to herOur customer then ended the call On December 3, 2016, our customer contacted DriveTimeShe stated that she had completed the repairs and wished to accept our offerThat same day, our customer returned to the DriveTime dealershipUpon inspection of the vehicle, we determined there was extensive physical damage to the exterior, including multiple scratches and dentsWe advised we would provide our customer with the opportunity to exchange the vehicle however, she would be responsible for a $damage feeOur customer declined our offer. On December 19, 2016, we contacted our customer to address the concerns in her complaintWe encouraged our customer to provide DriveTime with her expense receipts in relation to the accident damageWe also asked for any pictures taken of the vehicle prior to the accident and after the repairs were completedUpon receiving the aforementioned documents, DriveTime will assess how we can assist our customer and continue to work toward an amicable resolution. We apologize for any confusion or inconvenience this matter may have causedAs a goodwill gesture, DriveTime has applied a credit of $toward 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 800-965-8043. Sincerely, Brodie HCustomer Relations Department

October 6, 2015 *** *** ***
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*** *** * *** To Whom It May Concern, Thank you for bringing thismatter to our attentionWe appreciate the opportunity to address ourcustomer’s concernsOn March19, 2015,
our customer entered into a Closed End Motor Vehicle Lease Contractwith DriveTime when she leased a *** *** **Included you will findthe Closed End Motor Vehicle Lease Contract for your reference On September21, 2015, DriveTime exercised their contractual right to assign the vehicle outfor recovery as our customer’s account reflected as days past dueOnSeptember 23, 2015, the vehicle was recoveredPlease refer to page of the ClosedEnd Motor Vehicle Lease Contract, under the section titled “Default,Repossession and Other Remedies”: “Thefollowing are events of default… (c) You fail to pay any periodic payment whendue or any other amount you owe under this Lease when we ask for it….Ifyou are in default, after waiting any time the law requires, we may…(e) Take(repossess) the Vehicle wherever we find it and enter any property where theVehicle may be to do so….”Afterrecovery, we advised our customer that she would be responsible to pay all feesassociated with the recovery within a hour period in order to redeem thevehicleThatsame day, our customer attempted to make a payment of $though a text topay service offered by our third-party vendorWe contacted our customer toadvise her certified funds must be used to redeem the vehicleDriveTimeinformed her we would cancel the payment on our end and encourage our customerto contact her financial institution to make sure the payment would not beprocessedOnSeptember 24, 2015, our customer contacted DriveTime in regard to paying therecovery fees to redeem her vehicleWith the fess paid, our customer was ableto reinstate her Closed End Motor Vehicle LeaseOnSeptember 25, 2015, our customer contacted us stating that the funds had notbeen returned to her bank accountWe advised our customer to send in a runningbank statement to show that the funds were not returned or pending at the timefor further assistanceOnSeptember 30, 2015, DriveTime determined the funds of $had not beenreturned to our customer’s bank account, putting her into financial hardship.As a result, we contacted our customer and advised we would be applying $223.97of the $previously paid to her account to reflect as currentWe havesince expedited a check for the remaining amount of $to our customer’saddressWeapologize for any confusion or inconvenience this matter may have causedAsgoodwill gesture, we have credited $toward our customer’s accountDriveTime thanks the Revdex.comfor their ongoing supportShould you have any questions or concerns, pleasecontact us by calling us at *** Sincerely, *** ** DriveTime Customer Relations

January 8, *** *** Revdex.com Ph*** *** *** *** ***Re: Complaint # *** Dear *** ***, Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn November 29, 2014, our customer
entered into a Closed Ended Motor Vehicle Lease Contract, when he leased a Toyota CamryIncluded you will find the Closed Ended Motor Vehicle Lease Contract for your referenceOn January 5, 2015, we reached out to our customer to go over his concerns but he was unable to talk at that timeHowever, we have provided the following information to address the concerns mentioned in his complaint? -On the webpage that advertises the lease program it states, "$Down payment applies to a "starter" class vehicles only…varies slightly by location." It also states additional payments will be needed for the first four paymentsPlease see http://www.drivetimelease.com/? -The Driver’s Seat Quick Guide was provided to our customer at the time of lease to show the different down payment/leasing options availableOur customer signed off on this page at the time, acknowledging the down payment amount for the lease the option he choseThe Driver’s Seat Quick Guide is attached for your review? -To purchase or lease a vehicle through DriveTime, our customers have to fill out a Get Approved Form (GAF) that gives permission to have their credit ranOn page of the GAF it states, "This is an application for credit submitted to DriveTime…ou authorize us to obtain credit or similar reports from one or more consumer credit reporting agencies in connection with this Application." The GAF is attached for your review? -An Experian Vehicle History Report document is not provided with our leased vehiclesHowever, if our customers would like one, they are free to obtain a report from Experian or other similar reporting agencyWe apologize for any miscommunication or misunderstanding regarding the credit inquiryWe are unable to remove are unable to remove the credit inquiry or waive the last two side note payments totaling $As a goodwill gesture, DriveTime has credited our customer’s next side note payment $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

Thank you for bringing this matter to our attentionWe appreciate the opportunity to readdress our customer’s concerns. In October of 2014, DriveTime received notice that our systems in which we were reporting to the credit bureaus required necessary updatesAll current and past reporting at that time was purged to comply with the Fair Credit Reporting Act. At this time, we have completed the necessary updates with *** and ***Both credit bureaus have confirmed they have begun uploading our customers’ account information for public viewing. We anticipate the enhancements with *** will be completed no later than the end of April. 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

I DONT ACCEPT ACCEPT WHAT DRIVE TIME IS OFFERING BECAUSE AT THE END OF THE DAY THE CAR DOES NOT WORK! DRIVE TIME IS NOT OWNING UP TO THE FACT THAT MY TRANSMISSION DOES NOT WORK WHEN I PROVIDED THE PROOF THAT IS DATED MARCH 25TH,2016, I PURCHASE THE CAR FEB20, 2016! A MONTH WITH THE CAR I HAVE TRANSMSSION ISSUE, ALOS THE AC DOESNT NOT WORK OR RADIOWHAT WILL DOLLAR DO FOR ME? I CAN EVEN FIX THE RADIO OR FILL UP MY TANK WITH DOLLARS I DO NOT ACCEPT THIS OFFER BECAUSE ITS NOT AN OFFER! AT THIS POINT I WANT OUT OF THE CONTACT! AND I WANT ALL MY MONEY BACK! I WILL NOT GIVE DRIVE TIME ANY MORE OF MY MONEY! I WANT EVERY DIME BACK I PUT INTO THE CAR AND CUT THE CONTRACT AND I WILL GO TO A EGIT COMPANY WHO DOESNT SELL LEMON CARS AND EXTORT MONEY FROM INNCOCENT PEOPLE! I KNOW MY RIGHTS AND WHAT DRIVE TIME IS DOING IS ILLEGAL AND IM SICK OF DEALING WITH THEM!

August 31, Revdex.com Ph(602) 212-Fax (602) 263-0997 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 concernsDuring the contracting process, DriveTime required a proof of current income from our customerDriveTime was lead to believe that the information provided by our customer was current and up to dateUnder the terms of the Retail Installment Contract, we notify the customer that we may perform an after sale verification of any information provided to usThis includes the proof of incomeDriveTime provided our customer the opportunity to provide additional proof of his income when verification of his income and employment had failedAdditionally, we provided our customer with the option to return his vehicle if he was unable to provide proof of incomeOur customer declined returning the vehicle and providing proof of income, therefore, DriveTime secured our collateral. Unfortunately, DriveTime is still unable to accommodate our customer’s request for a refund. We encourage our customer to contact our Customer Relations department at 800-965-for further assistance or questions he may haveWe apologize for any confusion or inconvenience this matter may have causedDriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at 800-965- Sincerely, Jeremy RCustomer Relations DriveTime

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn March 8, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime, when she purchased a Chrysler SebringIncluded you will find the
Simple Interest Retail Installment Contract agreement for your referenceOn November 4, 2014, we contacted our customer and came to an amicable resolutionDriveTime agrees to refund our customer her last payment madeA check for $was mailed to our customer’s address on fileDriveTime 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

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn January 19, 2015, our customer entered into a Closed End Motor Vehicle Lease when she leased a InfinitiIncluded you will find the Closed End Motor Vehicle Lease Contract
for your reference. On February 27, we informed our customer the payment was applied to her accountWe informed our customer of different payment options to avoid potential delays in payment processingOur customer stated she did not have additional concerns to address and we have come to an amicable resolutionAs a goodwill gesture, DriveTime has applied a $credit to 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

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn February 4, 2015, our customer entered into a Return Anytime Lease Contract when he leased a Jeep Grand CherokeeAttached you will find the Closed End Motor Vehicle Lease
contract for your referenceAt the time of sale, our customer signed and dated the "Driver’s Seat Vehicle Return Agreement." Additionally, under the section labeled "Vehicle Return Program" states: "… Having driven it no more than miles; Without damage or having been in an accident; A restocking fee of $200.00; and if the Vehicle is driven more than miles, DriveTime may either refuse to accept the vehicle back or at DriveTime’s election may charge and you will pay $per mile for each mile the Vehicle was driven over miles…" Attached you will find the Driver’s Seat Vehicle Return Agreement for your reviewWe have made serval attempts to contact our customer and have been unsuccessfulAs a goodwill gesture, DriveTime will be refunding our customer $of the restocking feeA refund check for $has been mailed to the address on fileDriveTime thanks the *** *** *** for their ongoing supportShould 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 attentionWe appreciate the opportunity to address our customer’s concernsOn July 9, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a BMWOur customer purchased a year/50,miles
vehicle service contract, administrated by ***Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference. We encourage our customer to take the vehicle to a repair facility to be diagnosedOnce a claim is filed with ***, we can determine if the repairs are covered by the Vehicle Service Contract and review non-covered components for possible assistanceAs a courtesy, DriveTime has agreed to cover the first hour of diagnostic time. We have made several unsuccessful attempts to contact our customer to discuss her concernsOn March 18, 2015, 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 herWe encourage our customer to contact our Customer Relations department at ###-###-####, to discuss her concernsAs a goodwill gesture, DriveTime has applied $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

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns
On February 29, 2012, our customer entered into a Simple Interest Retail Installment contract when she purchased a Chrysler PT CruiserThe vehicle came with a year/36,
DriveCare Limited WarrantyIncluded you will find the Simple Interest Retail Installment contract and the DriveCare Limited Warranty for your reference
On August 26, 2014, we reached out to our customer to address her concernsShe informed us she has not driven the vehicle since it broke down months ago, however she has not taken the vehicle in for a diagnosisShe also informed us she had difficulty obtaining insurance due to the vehicle being a flood vehicleShe also stated she wants all money put into the loan refunded to her and return the vehicle
We advised our customer we need to identify what needs to be repairedOnce we have that information, we can determine how we can assistThis step would go through the warranty, however we were willing to waive the diagnostic fee and deductible as a courtesyOur customer declined
To address flood claims, we pulled up the Experian AutoCheck Vehicle History Report from the time of saleThe Report can indicate the vehicle being registered in a storm area, and/or have a water damage recordIf any of the items were applicable, these items would be noted in the Vehicle Information section on the Experian AutoCheck History ReportOur customer signed and acknowledged the reporting of a clear history from water damageWe have attached the Experian AutoCheck Vehicle History for your referenceWe asked our customer to provide us with the documents the insurance company obtained the flood information from but she declined to send it because the insurance company told her to not to release it to DriveTime
To address the refund our customer was requesting, we advised a refund of all payments made into the loan is not a possibilityIf she decided to return the vehicle, the payments would stay with the vehicleIn addition, to consider the possibility of getting her out of the vehicle, we would need to know what repairs are needed on the vehicle, which our customer declined to do
At this time, our customer would like DriveTime to apprehend the vehicle as a repossession and not go through the process needed to see what resolution we can ultimately provide
As a goodwill gesture, DriveTime has sent our customer a $American Express gift card
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

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn August 21, 2014, our customer entered into a Simple Interest Retail Installment contract with DriveTime when he purchased a Dodge Ram Attached you will find the Simple
Interest Retail Installment contract for your referenceOn October 20, 2014, we offered our customer the following options: ? Provide an economy size rental vehicle is available to drive? Enter into a legal settlement in which DriveTime agrees to refund our customer’s down payment and our customer agrees to release possession of the vehicle to DriveTimeOur customer rejected both offers and advised us that the dealership was trying to find him a different vehicleOn October 21, 2014, we informed our customer that the vehicle would be registered by Saturday, October 25, Our customer informed us he would rather have a different vehicleOn October 22, 2014, the dealership submitted the paperwork to assist our customer in getting into a different vehicleWe informed our customer that, due to the excessive mileage on the vehicle, we would retain $1,in mileage fees to process the exchangeAt this time, our customer had driven 9,milesAt this time, we are unable to accommodate our customer’s request to reimburse for loss of incomeHowever, we are currently working with our customer to put him into a different vehicleWe have offered to waive the $1,in mileage feesAs a goodwill gesture, we have credited our customer’s principal balance $DriveTime thanks the *** *** *** for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ###-###-####Sincerely, DriveTime Customer Relations

Dear Ms***, Thank you for bringing this matter to our attentionWe appreciate the opportunity to readdress our customer’s concernsAt this time, DriveTime has still received no new or additional informationUnfortunately, we are unable to send a representative to our customer’s bank to endorse the insurance checkShould you have any questions or concerns, please contact us by calling us at ###-###-####Sincerely, *** *DriveTime Customer Relations Department

[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.]
Revdex.com:
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 for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** *** ***

For full response, please see attached. On December 22, 2017, after receiving our customer’s rebuttal response, we contacted her to discuss her concernsOur customer was unwilling to provide additional information as in regards to her dissatisfactionOur customer disputed the fact she
received a copy of the Experian Auto Check Vehicle History Report at the time of saleWe informed her we have a signed copy of this and would be happy to send it to her for reviewOur customer declined and informed us she did not want to discuss the matter any further at this time

(Please see the attached for the full response.)Thank you for bringing this matter to our attentionWe appreciate the opportunity to readdress our customer’s concernsSilverRock is an affiliate of DriveTimeTherefore, DriveTime is working closely with SilverRock on behalf of our customer to address her concerns in a timely manner. Our customer first mentioned her concern with the tires on September 11, Within the first 30-days or 1,miles of purchase, should the tires need replacement, SilverRock would authorize the repairs with no out of pocket cost to our customer per the terms of the Limited WarrantyDuring our customer’s Limited Warranty period, she was provided the contact information for five different repair facilitiesHowever, no claim was initiated until approximately three months later on December 26, As our customer was outside of the Limited Warranty, these repairs were denied as non-covered components under the Vehicle Service ContractAt this time, our initial offer to cover the cost of one tire remains openShould our customer provide further photographs verifying the other tires are in need of replacement, DriveTime is willing to review the matter furtherThese photographs would need to be provided to us by January 17, The continuation of this review relies on the cooperation of our customer should she desire further review

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.Because they are still not accepting that no air compressor goes out that many times in yearsIt's to hot in Texas to always have to deal with a AC issue that should have been fixed twice already and to now expect me to pay anything more is just not rightAnytime I received a call from them regarding this matter I callback when I canEven left messages before finally getting a call backSo them saying I did not reply is a total lieHave call records to prove that. Regards,*** Lewis

DriveTime has reviewed the conversations in question that took place with our customerWe contacted our customer on February 1, 2017, in attempt to assist with her concernsWe advised her we cannot review for assistance without having an updated claim initiated through Aeverex, by a repair facilityDriveTime contacted the repair facility who previously diagnosed the vehicle in attempts to gather information regarding our customer’s concernsThe repair facility advised the only concern they notated was regarding a GPS codeThe repair facility advised they were unsure if this was related to emissions As our customer has purchased the 5-year/50,000-mile Vehicle Service Contract all repair or diagnostic claims filed by any repair facility, should be initiated through AeverexDriveTime has offered to waive the first hour of diagnostic time at an in-network repair facilityAdditionally, we have approved for the preferred vendor to remove the GPS unit and reinstall at no cost to our customerWe have reviewed our files and found that our customer’s purchase, finance of the vehicle, and the administration of her loan has been handled in accordance with our standards, procedures, and all applicable lawsAt this time, we are requesting a claim through her warranty so we may have an in-network repair facility identify the underlying issue and potential path for correction DriveTime understands the urgency when it comes to any vehicles’ ability to pass emissions and complete registrationHowever, there has not been a claim filed by any in-network repair facility to determine the underlying cause of the electrical issuesWe will continue to work with our customer to reach an amicable resolution

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
Regards,
*** ***

(Please see attached for full response)The last conversation between our customer and Aeverex took place on November 14, when she advised of engine issuesAfter our customer provided an odometer reading of 111,miles, Aeverex determined that she had driven 53,miles since purchase
Aeverex explained to her that the VSC was expired by mileageThey advised there would not be coverage for current or future repairs.Our customer contacted Bridgecrest on November 24, to inquire into the possibility of reducing her paymentsShe advised that since the VSC has expired, she is no longer responsible for making any payments towards that serviceBridgecrest explained to her that she opted into purchasing the VSC and while it has been expired by mileage, she remains liable for maintaining payments on the accountThey further explained that Bridgecrest does not have any refinancing options available and suggested she seek refinancing opportunities through third parties such as banks or credit unionsOur customer expressed dissatisfaction with their response and disconnected the phone callAt this time, DriveTime and Bridgecrest are not able to restructure our customer’s loan or paymentsIf our customer has paid for the transmission repairs, as suggested in her complaint, she may submit her receipts to Bridgecrest to review for loan modifications to defer paymentsShould the vehicle need further repairs, we encourage our customer to have the issues diagnosedOnce an itemized estimate is available, she may forward it to us to review for possible assistance