DriveTime

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,
*** ***

Re: Complaint # ***Dear Ms***,Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns.On February 17, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a
Chrysler Attached you will find the Simple Interest Retail Installment Contract for your reference.In October 2014, DriveTime temporarily ceased credit reporting to all three major credit bureau agenciesThis cease was due to required system enhancements taking place regarding the manner that DriveTime reports to the credit bureausWe have completed the necessary updates with Experian and Equifax, and they have uploaded our customers’ account information for public viewingWe anticipate the enhancements to be completed with TransUnion within 30-days.We understand the importance of building and maintaining a credit scoreWe also understand the importance of accurately reporting credit activity, and that is why DriveTime has made the effort to complete these system enhancements.After a recent extensive review, we have determined that there were serious questions about the ability to report bankruptcy accounts accuratelyAs a result, we were temporarily unable to report accounts with previously filed bankruptcies, in order to ensure no inaccurate reporting occurredThis change was also required to ensure that DriveTime was in compliance with the Fair Credit Reporting Act ("FCRA").At this time, DriveTime has found a resolution to report accurately for accounts that have had a previously dismissed or discharged bankruptcyOn June 29, 2015, we submitted for reinstatement of our customer’s trade lineThis update should reflect on our customer’s credit reporting within 30-daysOur customer’s trade line has been updated with Experian and Equifax, and once we have completed our reporting to TransUnion, the updates will reflect with them as well.We have made several unsuccessful attempts to contact our customer to discuss her concernsOn July 8, 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 any further concerns regarding this matter.We apologize for any confusion or inconvenience that this matter may have causedAs 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

(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

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customers’ concernsOn September 12, 2014, we came to an amicable resolution with our customersOur customers have entered into a simple interest retail installment contractThey have elected to
purchase a Toyota Corolla along with a year /36,mile vehicle service contractAs a goodwill gesture, DriveTime has credited 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 November 17, 2006, our customer entered into a simple interest retail installment contract when he purchased a Ford ExploreIncluded you will find the simple interest
retail
installment contract for your reference
On August 27, 2014, we contacted our customer and came to an amicable resolutionWe have agreed to update our customer’s credit report to a "settled charge-off," once a payment of $is completeIn addition, DriveTime agrees to waive the remaining deficiency balance of $
As a goodwill gesture, DriveTime has mailed 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

(Please see attached for full response)On February 9, 2017, DriveTime successfully made contact with our consumer in an attempt to obtain further demographic informationOur consumer provided further information, however, we have remained unable to match the provided information to an existing
accountWe then requested our consumer to provide supporting documentation, such as any court documents or contract signed, for reviewOur consumer agreed to provide the documentation and the call was ended on amicable terms. We apologize for any inconvenience this matter may have causedOnce the requested documentation is received, and an account is found, DriveTime can research further into our consumer’s concernsWe encourage our potential customer to submit the documents via facsimile, at *** *** or email to ***As a gesture of goodwill, we have sent our potential customer a $*** *** gift card. DriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact our Customer Relations Department at *** *** *** Thank you, Jessica HCustomer Relations

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,
*** ***

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customers’ concernsOn January 19, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract when he leased a Lexus ES All 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 for your referenceAll DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centersParts that fail inspection are replacedHowever, if a part is functioning at the time of inspection, it will not be replacedPage one of the "Lease Vehicle Inspection Checklist" under Important Reminder, 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 page one of the "Lease Vehicle Inspection Checklist" under Maintenance Items, states: "…These maintenance items are subject to replacement only upon failure of the component..." At the time of sale, our customer signed and dated the "Lease Vehicle Inspection Checklist." Attached you will the Lease Vehicle Inspection Checklist for your reviewA timeline of our customer’s repair history is as follows: - On January 24, 2015, our customer contacted *** regarding a burning smell and an oil leak- On January 30, a repair facility contacted *** and recommended to repair the front crank seal, left valve cover gasket, and to add transmission fluid*** ordered an inspector to verify the mechanical failures- On January 30, 2015, our customer informed DriveTime the vehicle was having mechanical issuesWe informed our customer that we do not provide assistance with the Cancel Anytime Lease ContractAs an exception, we offered our customer a per diem credit for the amount of days the shop retains the vehicle- On February 4, 2015, an inspection report was submitted to ***The inspector recommended repairing the oil pan, pan gasket, front cam seal, and right front axle- On February 5, 2015, DriveTime made an exception to assist our customer with a direct bill rental until the repairs were completedOur customer’s repairs were completed on February 10, On February 9, 2015, our customer requested to return the vehicle for a full refundWe informed our customer the repairs were covered by the Life of Lease Limited Warranty and exceptions were made to assist him while vehicle was being repairedOn February 12, 2015, we informed our customer a per diem credit for $would be applied to his account for the six days he was without transportationOn February 18, 2015, we informed our customer of the past due for $We encouraged him to make payment to prevent recovery of the vehicleOur customer stated he will send the payment through his financial institution to avoid any payment processing feesTo date no payments have been receivedLater that day, our customer contacted *** stating the transmission was still having issues*** informed our customer to take the vehicle back to the previous repair facility and made an exception to cover the diagnostic feeAt this time, we are unable to accommodate our customer’s request to cancel the Return Anytime Lease and refund all monies paidOnce a claim is filed with ***, we can review for possible assistanceAs 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 concernsDriveTime has reviewed our customer’s concerns and determined there were three claims initiated with SilverRock, the administrator of the DriveTime Limited WarrantyThese repairs
were approved at no cost to our customerAdditionally, we aided our customer in obtaining and paying for transportation through these repair claims. We have investigated the concerns with the contracting at our DriveTime dealershipThe sales manager working with our customer attempted to have all the documents prepared by the time they had arrivedThere were minor changes that needed to be made to the Contract that had to be addressedWe apologize for the delay and frustration this has caused our customerWe will be exploring all necessary training opportunities to ensure all document information is accurate. Since we received our customer’s complaint on September 22, 2017, we have agreed to a Full Settlement and Release of Claims (“Settlement”)DriveTime offered to rescind the Contract, remit payment of $1,made payable to the buyer and co-buyer, and delete the trade lineOur customers will be required to sign the SettlementOnce completed, DriveTime will execute all the terms outlined within itA detailed explanation of events is provided below. On August 26, 2017, our customer entered into a Simple Interest Retail Installment Contract when he purchased a Ford Flex from DriveTimeThe Contract was subsequently assigned to Bridgecrest Acceptance Corporation (Bridgecrest)The vehicle came with a 30-day / 1,500-mile DriveTime Limited Warranty, administered by SilverRockThe Contract and DriveTime Limited Warranty is attached for your reference....(continued on attached)

All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centersParts that fail inspection are replacedHowever, if a part is functioning at the time of inspection, there is no need to replace it All pricing for our vehicles can be found online at DriveTime.com, our customers may contact their local DriveTime Dealership to find out the price of their vehicles or they can go on any DriveTime lot where we have posted prices on every vehicle After further review, we offered two options to our customer on April 18, Under the first option, we will make an exception and approve the 4-tire replacement and alignmentUnder the other option we offered to take back the vehicle, place him into another vehicle, and transfer the down payment along with two additional paymentsOur customer agreed to the tire replacement and alignment approval, and we ended our correspondence on amicable terms At this time, this repair will be completed at an in-network repair facility at no cost to our customerWe encourage our customer to contact our customer relations department at *** if he has any further concerns

January 25, *** *** Revdex.com Ph(602) 212-Fax (602) 263-0997 Re: Complaint # *** Ms*** Thank you for bringing this matter to our attentionWe appreciate the opportunity to re-address our customer’s concernsAt this time, DriveTime does not have an active lien on this vehicleWhen the loan was sold to a third party agency, all documentation of the vehicle was provided to the buyer of the lienDriveTime is not able to send a lien release for this vehicle as there likely still remains a lien on the vehicle, just with another financial institutionDriveTime has contacted the third party agency the lien for this vehicle has been sold to inform them of the concernThe third party agency is currently working with our customer to come to an amicable resolutionThey are willing to work with our customer’s insurance provider to provide the proper documentation requestedSince DriveTime no longer has ownership in this vehicle, the third party agency will be in contact with our customer to resolve this issueWithout any new information, DriveTime is unable to further assist our customerWe apologize for any confusion or inconvenience may have causedShould you have any questions or concerns, please contact us by calling us at *** Sincerely, DriveTime Customer Relations Department

Revdex.com:
I have reviewed the response to my letterA Drive Time rep named *** is in contact with me and stated they will take care of any issues that are not covered by the warrantyI appreciate their assistance in this matter and I appreciate the assistance of the Revdex.com.
Regards,
*** ***

June 2, 2015 *** *** 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
December 19, 2014, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when he leased a Suzuki ForenzaAll lease vehicles come with a day/1,mile Limited Warranty and a Driver’s Seat Life of Lease Limited Warranty, administered by AeverexIncluded you will find the Closed End Motor Vehicle Lease Contract and the Driver’s Seat Limited Warranty for your reference. Please refer to page one (1) of the Closed End Motor Vehicle Lease Contract, section labeled "Excessive Wear and Use". "You may be charged for excessive wear based on our standards for use and for mileage in excess of a rate of 2,miles each month at the rate of twenty (20) cents per mile." Additionally, on page two (2) section labeled "Mileage", it states: "You are allowed to drive 2,miles each month during the scheduled Lease termThis is the allowed mileage." Our customer’s repair history is as follows: ? December 26, 2014, at 74,miles on the vehicle, a repair facility contacted Aeverex and recommended the following repairs: o Right rear disc caliper o Right rear rotors o Rear brake pads o Right rear brake hose o Brake Diagnostic Aeverex approved all recommended repairs under the Driver’s Seat Limited Warranty. January 26, 2014, at 77,miles on the vehicle, a repair facility contacted Aeverex and recommended the following repair: o Transmission range switch Aeverex declined this repair as it is a non-covered repair under the Driver’s Seat Limited Warranty. ? May 26, 2014, at 88,miles on the vehicle, a repair facility contacted Aeverex and recommended the following repair: o Engine assembly o Engine oil replacement o Coolant replacement Due to the excessive repairs needed for this vehicle, DriveTime advised Aeverex to decline the repairs in order to present our customer the option of getting into another vehicle. Our customer has a past due balance of $and has an excess mileage fee of $877.60. On June 8, 2015, we contacted our customer and offered to refund $and terminate his Closed End Motor Vehicle Lease Contract with DriveTimeWe informed our customer due to the amount of mileage placed on the vehicle, we are unable to accommodate his request to refund all monies paid into the vehicleOur customer accepted this offer. 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 Department

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

September 28, Revdex.com Ph(602) 264-Fax (602) 263-Re: Complaint #*** To Whom It May Concern: Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOur customer’s concerns with her original leased vehicle, the Dodge Durango, were addressed in our response to her initial complaintOur customer’s payment concern was resolved, and her motor was replacedAs stated in our initial response, on July 21, 2016, our customer contacted us to advise that the repairs had been completed, and that the vehicle was shakingOur representative advised that the vehicle would have to return to the repair facility for further diagnosisOur customer stated that she did not wish to do so, and chose to visit our dealership to review her optionsAt no time did we imply or state that our customer was required to purchase another vehicle with usOur customer relayed to our personnel that she was in immediate need of transportation, and did not wish to take her vehicle back to the repair facility that had performed the engine replacement so that they could warranty their workOur staff determined that, with credits our customer had earned through our lease program, she would be able to purchase a vehicle with no cash down paymentThis was offered to our customer as an option, and she accepted(For full response, please see attached.)

Thank you for bringing this matter to our attentionWe appreciate the opportunity to re-address our customer’s concerns
On November 11, 2014, we came to an amicable resolution with our customerAs a courtesy, we have agreed to cover the fuel filter, seatbelt retractor, and spark plugsOur customer understands she is responsible for the air filter and oil change
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

December 18, 2015RevDex.comPh
(602) 212-2232Fax
(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
customer’s concerns.On November 23,
2015, our customer entered
into a Simple Interest Retail Installment Contract
with DriveTime when he purchased a Kia Dodge ChargerOur customer also opted
to purchase a year/50,mile Vehicle Service Contract, administered by
AeverexAttached you will find the Simple Interest Retail Installment Contract
and Vehicle Service Contract for your referenceAll DriveTime vehicles are thoroughly inspected prior to sale at our
DriveTime inspection centersParts that fail inspection are replacedHowever,
if a part is functioning at the time of inspection, there is no need to replace
it.Page one of the “Customer Delivery Checklist” under Important
Reminder, it states: “Our focus of the multi-point point inspection is primarily the
safety and reliability of your vehicle…Please ensure you are comfortable with
the condition of the vehicle prior to purchasing.” At the time of sale, our customer signed the “Customer Delivery
Checklist.” Attached you will find the Customer Delivery Checklist for your
review.On November 30, 2015, our customer contacted Aeverex and stated
concerns with the vehicle shutting offAeverex advised our customer to take
the vehicle into an in-network repair facility for diagnosticOn December 1, 2015, our customer contacted DriveTime and stated
concerns with vehicleDriveTime advised our customer to contact Aeverex and
take the vehicle into an in-network repair facility for diagnosticOn December 3, 2015, our in-network repair facility filed a claim with
Aeverex for the repair of throttle body clean, steering hose, and engine
control module Aeverex advised our in-network
repair facility that the repairs were covered under the terms of the Vehicle
Service ContractOn December 8, 2015, our customer contacted DriveTime and stated
on-going concerns with the vehicle shutting offWe advised our customer to
take the vehicle back to our in-network repair facility for further diagnosticOn December 9, 2015, our in-network repair facility contacted Aeverex
and stated that our customer was still experiencing mechanical concerns with
the repairs that were previously completedThey also advised that they were
unable to diagnose the electrical concern on the vehicle and recommended that
our customer take the vehicle into an Original Equipment Manufacturer for
further diagnosticDriveTime made several unsuccessful attempts to contact our customer
and address his concernsOn December 15, 2015, DriveTime sent our customer a
letter to inform him of our attempts to reach him and encouraged him to contact
DriveTime for further assistanceOn that same day, an Original Equipment Manufacturer (OEM) filed a
claim with Aeverex for the repair of the PCM module and reprogramAeverex
advised the OEM that the repairs were covered under the terms of the Vehicle
Service Contract.On December 16, 2015, DriveTime contacted our customer and advised him
that all repairs that have been filed with Aeverex have been approved
DriveTime requested that he submit his paid receipts for his out of pocked
expense for the rental vehicle for reimbursementOur customer understood and
the call was ended on amicable termsCurrently, DriveTime would like to reimburse our customer, at the
contracted rated of $per day, for the cost of the rental vehicle while
his vehicle was in a repair facility for repairsWe have not received our
customer’s paid receipts and encourage our customer to submit them to us for
reimbursement. We apologize for
any confusion or inconvenience this matter may have causedAs a goodwill
gesture, DriveTime has applied a $credit to our customer’s principal
balanceDriveTime
thanks the Revdex.com for their ongoing supportShould you have
any questions or concerns, please contact us by calling us at 800-965-Sincerely, Diana C.DriveTimeCustomer
Relations

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns. On February 27, 2008, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a Chevrolet ImpalaAttached you will find
the Simple Interest Retail Installment Contract for your reference. On May 31, 2010, at days past due, our customer’s account charged off due to non-paymentOn July 14, 2010, DriveTime exercised their contractual right to recover the vehiclePer page of the Simple Interest Retail Installment Contract under the section labeled “Default”: “You will be in default if you do not make any payment in full when such payment is due…If you are in default… we may take back (repossess) the Vehicle.” On October 9, 2014, an authorized third party contacted DriveTime about settling our customer’s accountWe advised that we would be willing to update the status of the account to reflect as a settled charge-off once a payment of $2,was made to DriveTime via certified funds. On November 25, 2014, our customer paid $2,toward his account via certified fundsDriveTime agreed to update the status of his account to reflect as “Charge-off Settled,” as outlined in the attached document labeled “Settlement Explanation.” On August 7, 2015, an authorized third party contacted DriveTime about the current status of our customer’s credit reportingWe advised the authorized third party that, because the vehicle was voluntarily surrendered, DriveTime must report accurately per the Fair Credit Reporting ActThe “Charge-off Settled” status refers to the status of our customer’s DriveTime account. It is our understanding that the three major credit bureaus calculate a seven-year period of credit reporting as follows: when a loan charges off or a vehicle is repossessed, they begin the period from the date of a customer’s last delinquency from which his or her account does not “recover.” On August 11, 2015, DriveTime spoke to our customer and came to an amicable resolutionDriveTime made an exception to delete our customer’s trade line from the three major credit bureausThese updates should reflect on our customer’s credit reporting within 30-days. We apologize for any confusion or inconvenience that this matter may have causedAs a goodwill gesture, DriveTime has sent a $American Express gift card to our customer’s address on file. DriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us at ###-###-####. Sincerely, DriveTimeCustomer Relations

February 15, 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 September 27, 2014, our customer entered into a Simple Interest Retail Installment Contract with
DriveTime when he purchased a Jeep CommanderOur customer also opted to purchase a year/50,mile Vehicle Service Contract, administered by ***Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your referenceOn October 6, 2014, our customer contacted *** and expressed multiple mechanical concerns with the vehicle*** advised him to take the vehicle into our in-network repair facility for diagnosticThat same day, our in-network repair facility filed a claim for a throttle body clean and a fuel system diagnostic*** advised them that the repairs were coveredOn October 8, 2014, our customer contacted *** and stated that the check engine light and other warning lights had come on in the vehicle*** advised him to take the vehicle back to our in-network repair facility for diagnosticNo new claims were filed in regards to our customer’s concerns. On April 27, 2015, our customer contacted DriveTime and stated that the traction control light is on and the vehicle had shut off while drivingWe advised him to take the vehicle into a repair facility for diagnosticOn May 5, 2015, our customer contacted *** and stated that the vehicle was not starting*** also advised him to take the vehicle into our in-network repair facility for diagnosticOn May 7, 2015, a repair facility filed a claim with *** for the repair of starter motor and an electrical diagnosticThe repairs were covered under the terms of the Vehicle Service ContractContinued… (Full versions provided to the Revdex.com)