DriveTime

May 28, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** * *** Dear Ms***, Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsThe actions described in
our customer’s correspondence are not in keeping with DriveTime’s set standards of service and supportDriveTime strives to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respectWe apologize for any confusion or inconvenience this matter may have caused On April 24, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a Ford FiestaAll lease vehicles come with a Life of Lease Limited Warranty, administered by AeverexIncluded you will find the Closed End Motor Vehicle Lease Contract and the Life of Lease Limited Warranty Contract for your referenceAt the time of lease, our customer signed and reviewed the attached Driver’s Seat Vehicle Return Agreement which states: "We will give you the ability to return the Vehicle to DriveTime and terminate this Lease Contract so long as you return the Vehicle: To the DriveTime dealership where you purchased it within one calendar day…" At the time of lease our customer signed and reviewed the attached Life of Lease Limited WarrantyOn page 3, under subtitle Coverage Exclusions, it states: "The Driver’s Seat Limited Warranty provides no benefits or coverage and Dealership has no obligation for: Any cost or other benefit for which the manufacturer has announced its responsibility through any means including public recalls or factory service bulletins." At the time of lease our customer signed and reviewed the Safercar.gov Recall Report AcknowledgementThe Recall Results provided to our customer at the time of lease reflected no open recalls for her vehicleOn April 27, 2015, our customer contacted DriveTime to discuss her mechanical concernsOur customer requested to return the vehicle and receive a refund of her down paymentWe advised our customer that she was outside of the one day return period, if she chose to cancel her lease there would be no refund of monies paidOn April 28, 2015, a repair facility initiated a repair claim with AeverexAeverex approved the cost of the diagnostic and the starter motor for a total of $The repair facility submitted an update to the repair claim on May 1, 2015, to include an inoperable USB socketAeverex approved the cost of the additional repair for $On May 1, 2015, our customer contacted DriveTime’s Customer Relations Department to inquire about possible rental assistanceWe advised our customer that we could not offer assistance for her previous claim but would offer up to $per day of rental reimbursement for her next visit to a repair facilityOn May 18, 2015, our customer contacted DriveTime’s corporate offices to discuss her concernsWe contacted the DriveTime dealership to obtain additional informationThe dealership verified that when our customer brought the vehicle back on April 25, 2015, she was given the option to either return her vehicle or to address repair concernsWe informed our customer that no exceptions would be made to be refunded if she were to return the vehicleOur customer opted to keep the vehicle and follow the repair processOn May 19, 2015, an Original Equipment Manufacturer (OEM) filed a repair claim with Aeverex for an inoperable USB port, an inoperable power accessory plug and cover, and a broken visor mirrorOn May 20, 2015, we contacted our customer to discuss her concernsOur customer stated there was a recall issue on her vehicleShe stated the parts for this recall were on back order and would take several weeks to arriveOur customer inquired about returning the vehicle for a refund of her down paymentWe explained that no refund would be administered if she chose to return her vehicleWe advised our customer that recall issues are to be addressed through the OEMOn May 22, 2015, we contacted the OEM Service Center regarding the possible recall issueThe representative verified that the issue with the visor and cigarette lighter were addressedHowever, the representative was unable to verify any current recall issue with our customer’s vehicleAt this time, we are unable to accommodate our customer’s requestIf our customer is experiencing mechanical issues, unrelated to a manufacturer recall, we encourage her to take the vehicle to a repair facility to be diagnosedOnce a new claim is filed with Aeverex, we can determine if the repairs are covered by the Life of Lease Limited Warranty and review non-covered components 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

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

(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

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,
*** ***

September 9, 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 customer’s concernsOn January 11,
2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Dodge Grand CaravanThe Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance CorporationAdditionally, our customer purchased a Vehicle Service Contract serviced by AeverexAttached you will find a copy of the Contract and the Vehicle Service Contract for your reviewOn July 6, 2015, our customer took her vehicle to a repair facility for a diagnosis due to no-start concernsThe repair facility filed a claim with Aeverex to suggest an alternator replacementAeverex approved the alternator, as it is covered by the Vehicle Service ContractOn April 14, 2016, our customer took her vehicle to a repair facility for a diagnosis of her transmission concernsThe repair facility filed a claim with Aeverex to suggest the transmission be replacedAeverex provided approval for the transmission replacement, as it is covered by the Vehicle Service ContractOn May 25, 2016, our customer took her vehicle back to the repair facility reporting transmission concernsThe repair for the transmission was covered by a parts and labor warranty at the repair facilityAeverex authorized days of rental reimbursement for our customer at a rate of $per day due to the repair having to be complete againOn August 16, 2016, our customer took her vehicle to a repair facility with concerns of the vehicle not startingThe repair facility filed a claim with Aeverex to suggest a fuel pump replacementAeverex provided approval for the fuel pump, since it is covered by the Vehicle Service Contract*Full Response Provided to the Revdex.com*

December 22, 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 customer’s concernsOn October 8,
2012, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Ford EscapeOn November 20, 2015, our customer called DriveTime to make her monthly payment of $by phone. Our customer was inadvertently charged a double payment of $At this time DriveTime would like to credit our customer’s account one monthly payment of $as a goodwill gestureDriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at 8*** Sincerely, Jeremy NDriveTime Customer Relations

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

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
The $that was applied to my account was a per diem for the car being in the shop from Oct until Nov There is another per diem being applied for the car going back to the shop from Nov until Nov On Nov, before being towed to the shop, the vehicle stopped working and myself and my newborn son was stranded on the side of the road for several hours until the automotive shop, where the car was being repaired, sent a tow truck to pick up the vehicleThat same night I payed for my own carfax report, that should have been provided to me the day I purchased the vehicle, and saw that there was an open safety recall on the SUV back in that was never fixedNov I picked up my vehicle from the shop and the check engine light came on againSo I took my vehicle back to the shop for them to put it on the machine and now the steering module has to be replacedSo once again I'm going to be without my vehicleI want my money back
Regards,
*** ***

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

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,
*** ***

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,
*** ***

Our customer’s purchase included an optional 5-year / 50,000-mile Vehicle Service Contract (VSC), administered by AeverexThe VSC added $2,to the total financed amount, which can be found on page two of the Contract, under the section titled Itemization of Amount FinancedAdditionally,
DriveTime has a “no haggle” vehicle pricing policyWe do not negotiate the price of the vehicle with our customersWe disclose the vehicle prices both online and post them on all vehicles for sale at our dealershipsCustomers are free to comparison shop online and at other dealershipsAttached you will find the Contract and the Vehicle Service Contract for your reference. Since the purchase of the vehicle, there have been two (2) claims filed by any repair facilityThe first claim, filed on June 19, 2017, consisted of the radiator fan motor, fan motor wiring, cooling system diagnostic fee, radiator, and coolantAeverex approved the radiator and coolant under the VSC while DriveTime made the exception to approve the remaining items at no cost to our customer The second claim was filed on June 26, The repair facility advised there was stop leak fluid in the radiator, clogging the radiator hoses, and preventing the engine from maintaining a safe operating temperatureThe repair facility suggested 1) to have the engine replaced or 2) authorize additional diagnostic time to remove the cylinder head and inspect for further internal stop leak fluid buildupDriveTime offered our customer a one-day direct bill rental to allow us time to obtain the estimate and review for assistance After further review of the recommended repairs, DriveTime contacted our customer on June 27, to offer to take back possession of the vehicle, rescind the contract, and enter into a new Retail Installment Contract for a different vehicleAdditionally, we would transfer $807.08, which is the down payment ($450) and two bi-weekly payments ($357.08) ...(continued on attached)

Dear Ms***, Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns On August 14, 2014, our customer entered into a Closed End Motor Vehicle Lease contract when he leased a Ford FusionThe vehicle came with a
life-of-the-lease limited warranty administered by AeverexIncluded you will find the Closed End Motor Vehicle Lease contract and the life-of-the-lease limited warranty for your referenceOn August 26, 2014, we contacted our customer and came to an amicable resolution. Our customer had his mechanical issues addressed by an in-network repair facility, and his repairs were fully approved under the limited warrantyAs a goodwill gesture, DriveTime has applied a $credit to our customer’s account 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 # *** Dear MsHill, Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn December 17, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased
a Chevrolet ImpalaAll DriveTime vehicles come with a day/1,mile limited warranty and the option to purchase a Vehicle Service ContractOur customer opted to purchase a year/50,mile Vehicle Service Contract (VSC), administered by AeverexAttached you will find the Simple Interest Retail Installment Contract, Limited Warranty, 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 itPage one of the Customer Delivery Checklist under Important Reminder, states: “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 purchasing.” If our customers are dissatisfied with their purchase for any reason, DriveTime offers a Vehicle Return Program that allows them to return the vehicle and terminate their Simple Interest Retail Installment Contract within the first five days of their loanPlease refer to page of the Retail Purchase Agreement, under Vehicle Return Program: “We will give you the ability to return the Vehicle to DriveTime and terminate this retail installment contract so long as you return the Vehicle: 1) To the DriveTime dealership where you purchased it within five calendar days…no later than the close of business on the fifth calendar day….” On December 21, our customer contacted DriveTime Customer Relations to discuss concerns he had with his tires.… (continued in the full version submitted 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.Nothing was resolved they have my trade in and my down pmtI am rejecting their response because I came to them with a trade in and told them I was having issues with my car and I didn't want the same thing againShe stated that this car I get was good and running wellSo they lied on the inspection form stating the mechanical part was good so that is falsifying documentationIt was to many time that I had to take the car to the shop and was only able to drive it a week in the days that I had itI wasn't compensated or anything all I got was lies and attitudeThey told me that I could return the car in hoursThe sales rep stated that I would be fine I don't have to return it because it's going in the shopI don't understand how I have to deal with being without a car and lost of my money because they lied to me and refuse to take the car back saying they had to do a claim firstI will never go back to them and word of mouth gets around fast Regards,*** ***

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn May 13, 2014, our customer entered into a Closed End Motor Vehicle Lease with DriveTime, when she leased a Chrysler Sebring that came with a limited warrantyIncluded you
will find the Closed End Motor Vehicle Lease and the limited warranty agreement for your referenceOn September 2, 2014, we contacted our customer and came to an amicable resolutionAs a goodwill gesture, DriveTime will be refunding our customer one payment ($216.56)Please allow to business days to receive by mailDriveTime 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

[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,
*** ***

April 12, 2016Revdex.comPh(602) 264-5299Fax (602) 263-0997 Re: Complaint # 11251334To Whom It May Concern, Thank you for bringing this matter to our attentionWe appreciate the opportunity to re-address our customer’s concerns.On March 17, 2016, we had offered a 50/split with our customer regarding repairs for the power steering line and the oil panThe total estimated cost of these repairs provided by the repair facility was $524.72.On April 11, 2016, DriveTime received an updated estimate from the repair facility, which included the lower intake gasketThe total estimated cost of all repairs is $837.60.After further review, DriveTime will cover the $in fullWe are continuing to communicate with our customer regarding this and other vehicle concerns.DriveTime apologizes for any inconvenience or confusion our customer has experienced due to this matterDriveTime 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 N.DriveTime Customer Relations

November 20, 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 concernsOn August 4, 2015,
our customer entered
into a Simple Interest Retail Installment Contract with
DriveTime when she purchased a Chevrolet MalibuAttached you will find
the Simple Interest Retail Installment Contract for your referenceWhen our
customer’s account becomes delinquent, DriveTime will make regular attempts to
contact our customer to cure the delinquency balanceIn addition, a co-buyer
is equally responsible for the loan, so attempts to contact the co-buyer will also
ensueWhen payment arrangements are made and kept, contact to cure the
delinquency balance will ceaseOn November 2,
2015, our customer contacted DriveTime and stated that she was unable to make
her upcoming paymentDriveTime advised our customer that we could set up
payment arrangements for herOur customer advised she was able to make a
partial payment on November 3, for $DriveTime set up a postdated payment
for November 3, in the amount of $Our customer advised she was
able to pay the remaining balance on December 3, We advised our customer
that was too far from the current due date to set up payment arrangements and
collection calls may resumeDriveTime advised our customer to contact us at a
later date to set up further payment arrangementsOur customer understood and
the call was ended on amicable terms.On November 3,
2015, a payment of $became due on our customer’s accountOur customer
made a payment of $per the payment arrangement made on the previous day.On November 4,
2015, our customer’s account fell past due in the amount of $and has not
since been currentOn November 6,
2015, DriveTime contacted our customer and advised her of the status of her
accountOur customer advised DriveTime that she could set up a payment
arrangement for $on November 11, DriveTime set up a postdated
payment in the amount of $to be drafted on November 11, for our
customer and the call was ended on amicable termsOn November 7, 2015,
our customer contacted DriveTime about having to pay for cosmetic repairs on
the vehicleSince she had to pay for other expenses, our customer requested
that we delete her postdated payment for November 11, At that time, no additional
payment arrangements were made on the account and contact to cure the
delinquency balance would continueOn November 9,
DriveTime contacted our customer and advised her of the status of her account
DriveTime advised our customer that her upcoming due date of December 3, was
too far away to add the past due amount to that paymentDriveTime advised our
customer that an arrangement could be set up for November 23, Our
customer advised DriveTime that she would attempt to keep that arrangementOn November 10,
2015, DriveTime contacted our customer and advised her of the status of the
accountOur customer stated that she would like to make a payment arrangement
for the past due balance on the account to be paid on December 3,
DriveTime advised our customer her next due date was too far away to set up a
payment arrangement for the past due amount on the accountWe advised her that
we would continue to make attempts to set payment arrangementsOur customer
understood.On November 11,
2015, DriveTime contacted the co-buyer on the loan and advised her of the
status of the accountOur customer stated that she was unaware of the past due
balance and set up a payment arrangement for November 13, The co-buyer
was satisfied with this resolution and the call was ended on amicable termsThat same day, the
account holder contacted DriveTime to express concern about DriveTime contacting
the co-buyer and the treatment she receivedDriveTime advised we would review
the calls for quality assuranceWe did review the call and found the
interaction with the co-buyer was courteous, professional and informativeWe made several
unsuccessful attempts to contact our customer to discuss her concerns and reach
an amicable resolutionOn November 18, 2015, we sent a letter to our
customer’s address on fileThe purpose of this letter is to inform our
customer of our attempts to reach out to her and address her concernsOn that same
day, our customer contacted DriveTime to address her concernsDriveTime
advised our customer that as
a goodwill gesture, we have applied a $credit towards her past due balance
with DriveTimeOur
customer was satisfied with this resolution and the call was ended on amicable
termsWe apologize for
any confusion or inconvenience this matter may have causedWe encourage our
customer to contact our Customer Relations department at *** for
further assistanceDriveTime
thanks the Revdex.com for their ongoing supportShould you have
any questions or concerns, please contact us by calling us at *** Sincerely, Diana
C.DriveTime Customer
Relations

(Please see attached for full response)Thank you for bringing this matter to our attentionWe appreciate the opportunity to readdress our customer’s concerns. On July 12, 2017, DriveTime offered our customer the opportunity to transfer out of the initial vehicle and into a different vehicle due to ongoing mechanical concernsAt this time, our customer had paid $4,toward the account, including the down paymentWe offered to transfer the down payment and two payments, totaling $2,664.54, toward her new loanAs the initial vehicle had been driven 5,miles, we explained the remaining payments would be retained for use of the vehicleWe also explained that the down payment required for a vehicle varies based on the vehicle chosenOur customer expressed her understanding of this information On August 15, 2017, our customer confirmed the dealership had spoken with her intended co-buyer to advise of the terms of each contractThe dealership advised both parties that should the intended co-buyer be added to the contract prior to our customer signing, the terms of our customer’s loan would not be alteredEach party agreed to proceed with the signing of each contract following these conversations We have reviewed the recordings of both our customer’s current and previous loan closingsDriveTime found the closings were handled amicably and in accordance with our standards and procedures At this time, all available options of assistance have been provided to our customerWe are unable to accommodate her requests to change the terms of the contract without her participation in our Interest Rate Buy Down Program or refund further payments made toward her previous account