DriveTime

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

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns
On May 29, 2014, our customer entered into a Closed Ended Motor Vehicle Lease contract, when she leased a Hyundai Elantra. Included you will find the
Closed Ended Motor Vehicle Lease contract for your reference
At the time of purchase, our customer agreed to make periodic payments of $due every other Saturday, beginning June 14,
On September 12, 2014, the vehicle was recovered for default due to non-paymentPlease refer to page of the Cancel Anytime Lease, section 11, “Default, Repossession, and Other Remedies”
“The following are events of default: (a) You fail to pay any periodic payment when due or any other amount you owe under this Lease when we ask you for it… If you are in default, after waiting any time the law requires, we may do any of the following:… (e)) Take (repossess) the Vehicle wherever we find it and enter any property where the Vehicle may be to do so…”
On October 30, 2014, the vehicle was sold at auction and was no longer in DriveTime possession
Page three of the contract, section Default, Repossession and Other Remedies, states:
“After we repossess the Vehicle, we will hold it free of any rights you may have under this Lease, subject to any right you have by law to cure the default or recover the vehicleIf any personal items are in the Vehicle, we may take them and store themWe will give you written notice at your last address shown on your record within days of discovering that we have your personal itemsIf you do not ask for such items back within days from the day we mail or deliver the notice to you, we may dispose of them as the law allows.”
We have made several unsuccessful attempts to contact our customer to discuss her concernsOn November 18, 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 herWe encourage our customer to contact the repossession agency to discuss her personal belongings
As a goodwill gesture, DriveTime is sending our customer a $*** *** gift card to her address on file
DriveTime thanks 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,
*** ***

Thank you for bringing this matter to our attentionWe appreciate the opportunity to re-address our customer’s concerns. At the time of the lease, our customer agreed to make periodic payments of $The first payment was due on April 21, 2015, followed by periodic payments of $due every other Tuesday. On June 9, 2015, our customer stated that she made payment to the account and should not be past dueWe requested for our customer to submit a running bank statement to us to reviewTo date, a running bank statement has not been received. On June 10, 2015, the vehicle was recovered for non-payment at days past duePlease refer to page of the Cancel Anytime Lease, section 11, "Default, Repossession, and Other Remedies:" "The following are events of default: (a) You fail to pay any periodic payment when due or any other amount you owe under this Lease when we ask you for it… If you are in default, after waiting any time the law requires, we may do any of the following:… (e) Take (repossess) the Vehicle wherever we find it and enter any property where the Vehicle may be to do so…" At this time, we are unable to accommodate our customer’s request to adjust her accountWe encourage our customer to contact us at ###-###-#### and submit a running bank statement for review. 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

On May 2, 2016, Bridgecrest mailed a demand letter to our customer’s address on file by priority mailThe letter was intended to advise our customer that the vehicle needed to be registered; that if she chose not to, or was unable to register the vehicle she would be obligated to return the
vehicle to the DriveTime dealershipFurthermore if our customer was unwilling to return the vehicle, the vehicle would be assigned to a third party recovery agency On May 4, 2016, our customer contacted Bridgecrest with concerns about her registrationShe stated that she had paid the mandatory Department of Motor Vehicle (DMV) fee’s and wished for Bridgecrest to further assistWe advised our customer that she would need to contact the DriveTime dealership to schedule a time when she would be able to sign the required documentation to facilitate her registration On June 15, 2016, Bridgecrest contacted our customer to address the concerns in her complaintWe advised after a recent in depth review, we determined that there were questions surrounding the registration documentation provided to the District of Columbia DMV; we have since been unable to correct these issues to register the vehicleWe encouraged her to have the vehicle assessed by a licensed body shop for the damages listed in her complaint, and a claim filed with her insurance companyOnce the repairs have been completed, Bridgecrest would like to extend the offer to exchange the vehicle, rescind her current Contract, and enter into a new Simple Interest Retail Installment ContractAdditionally we will move (3) of her periodic bi-weekly payments from her current loan toward the new loan with BridgecrestWe would also like to encourage our customer to provide us with any documentation in regard to citations or other penalties for possible reimbursement. Please see the attached PDF for the full response

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 re-address our customer’s concerns
We confirmed that the last payment received from our customer was on August 15, for $
DriveTime offers payment deferments to our customers as exceptions to assist them in bringing the account current after a hardship has endedWe are unable to accommodate our customer’s request for a two-payment deferment since the account is past due two monthly payments ($419.06) and a partial payment of $for JuneIn addition, our customer would need to sign loan modification paperwork if approved for a two-payment deferment
We have attempted to reach our customer via phone to review her concerns, but have been unsuccessfulWe mailed a certified letter to our customer to contact DriveTimeWe will continue our efforts and once we are able to reach the customer, we will address their concerns
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 8, Jasmine Hill Revdex.com Ph(602) 212-Fax (602) 263-0997 Re: Complaint # *** Dear MsHill, Thank you for bringing this matter to our attentionWe appreciate the opportunity to re-address our customer’s concerns On February 24, 2016, DriveTime came to an amicable resolution by overnighting our customer a check for $1,to the address provided for the down payment refund During the contracting process, unforeseen documentation errors occurred with the travehicle our customer had brought inUpon further review, we realized the travehicle did not belong to the parties involved with the deal causing complications with the titleAs a result, our customer decided to cease the contracting with DriveTime and requested for the $1,cash down payment returnedFor security purposes, the cash down payment had been dropped into a vault that was not accessible to open because the contracting was taking place after hours We apologize for any inconvenience or confusion this matter may have causedShould you have any questions or concerns, please contact us by calling us at 800-965- Sincerely, Justin MDriveTime Customer Relations Department *** ** *** ***

Dear Ms***, Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns. On January 10, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Hyundai AccentOur
customer’s vehicle came with a day/mile DriveCare Limited WarrantyOur customer also opted to purchase a year/36,mile Vehicle Service Contract, administered by *** (*** ***)Attached you will find the Simple Interest Retail Installment Contract, Limited Warranty Agreement, and Vehicle Service Contract for your reference. On January 19, 2015, our customer contacted *** regarding a check-engine light*** referred our customer to an in-network repair facility to have the vehicle diagnosedLater that day, the repair facility called a claim into *** for the thermostat, seals and gaskets, coolant, and the diagnostic fee*** approved all repairs and fees in full under the terms of the DriveCare Limited Warranty. On February 9, 2015, our customer contacted *** with concerns about the check engine light returning and issues with the vehicle shaking and stalling*** referred our customer to an in-network repair facility to have these issues diagnosedThat day, the repair facility called a claim into *** for a spark plug, a coil pack, and the diagnostic fee*** approved all repairs and fees in full under the terms of the DriveCare Limited Warranty. On April 2, 2015, our customer contacted *** with concerns that the vehicle was having transmission issuesOur customer asked them to pick up her vehicle and tow it to a repair facility*** advised that roadside assistance is not offered as part of the Vehicle Service ContractHowever, once a customer has paid for a tow, *** will reimburse the customer up to $per incident. On April 9, 2015, the repair facility called a claim into *** for the catalytic converterBecause this repair item is not covered under the terms of the Vehicle Service Contract, *** did not approve the repairs. All 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 it. At the time of sale, our customer signed a Customer Delivery Checklist, which has been included for your referenceOn this document under “Important Reminder,” it is stated:“Our focus of the multi-point inspection is primarily the safety and reliability of your vehicle…Please insure you are comfortable with the condition of the vehicle prior to purchasing.”Additionally, on the Customer Delivery Checklist under “Maintenance Items,” it is stated:“…These maintenance items are subject to replacement only upon failure of the component...”On April 13, 2015, we made an exception to approve our customer’s non-covered catalytic converter repairs through AeverexAt this time, our customer will only be responsible for a $deductible.On April 16, 2015, we contacted our customer and came to an amicable resolutionWe advised our customer of the above information and encouraged her to contact us with any questions or concerns at ###-###-####As 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, *** *.DriveTimeCustomer Relations

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns. On August 27, 2014, our customer entered into a Simple Interest Retail Installment Contract when he purchased a Ford Focus Included you will find the Retail
Installment Contract for your reference.We have made several unsuccessful attempts to contact our customer to discuss his concernsOn November 19, 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 our Customer Relations department at ###-###-#### to discuss his concerns.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,DriveTimeCustomer Relations

June 29, 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 November 25,
2015, our customer entered into a Return Any Time Lease Contract with DriveTime when she leased a Nissan AltimaAttached you will find a copy of the Contract for your reviewThe Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance CorporationAlso attached is a copy of our customers Limited Warranty agreement that is serviced through AeverexOn May 19, 2016, our customer spoke with DriveTime asking that we cease contact with herDriveTime placed our customer on a Do Not Call listDriveTime does not have the ability to contact our customer, per her requestOn June 27, 2016, our customer spoke with Aeverex and stated there is a blue substance leaking from the top of the vehicleAeverex had informed our customer that physical damage is not covered, if damage had caused the leakAeverex had referred our customer to a repair facility for a diagnostic of the concerns for the vehicleOur customer has not made contact with DriveTime to state the nature of her vehicle concernsDriveTime is unable to reach out to our customer at this time, per her request to cease contactWe apologize for any confusion or inconvenience this matter has causedDriveTime encourages our customer to contact our Customer Relations Department to discuss the vehicle concernsWe encourage her to have the vehicle diagnosed at an in-network repair facility so that we can review any concernsAs a goodwill gesture, DriveTime has credited $to our customers accountDriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at 800-965-

October 10, Revdex.com Phone: (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 concern On September
22, 2016, our customer filed complaint #*** regarding an insurance concernAs is our standard practice when responding to such complaints, our agent made attempts to contact our customer by phone on three consecutive days If we are unable to contact our customer by phone after three attempts, we will send a letter to the address we have on file asking that they contact usThis letter will include an expiration date, stating that we will consider the matter resolved if we have not heard from them by that dateWe will then make two additional attempts to contact them by phone, after sending the letter In this case, our customer contacted the representative working the complaint on October 3, Our representative addressed our customer’s complaint, and the conversation ended amicably On October 10, 2016, we contacted our customer to discuss this complaintWe explained that the letter they had received was simply an attempt to contact them, as are attempts by phone had been unsuccessful prior to the letter, and that they could disregard the letter We also took the opportunity to inquire as to our customer’s previous concernThey had been involved in a total loss accident, and were waiting for our receipt of their insurance company’s settlement check so that they could be approved to enter into another vehicleOur customer submitted additional documentation to our representative, and we are currently working to expedite their concernFULL RESPONSE ATTACHED

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Revdex.com:
I have reviewed the response made by the business in reference to complaintID ***, 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,
Rodney Davis

Dear Ms***, Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn February 20, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract when she leased a Ford Five HundredIncluded you will find the
Closed End Motor Vehicle Lease contract for your reference. At the time of sale, our customer signed and dated the "Driver’s Seat Vehicle Return Agreement." The section labeled "Vehicle Return Program" and "Refund Process" 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… If you paid your down payment with cash, a refund check will typically be available at the dealership within hours but it could be as long as five business days." Attached you will find the Driver’s Seat Vehicle Return Agreement for your reviewOn February 23, 2015, we made an exception to extend the 24-hour Vehicle Return Policy for our customerWe informed our customer she would receive a refund of $as there would be a $restocking feeWe mailed our customer’s refund via FovernightAt this time, we are unable to accommodate our customer’s request to settle for $1,However, on February 28, 2015, our customer received a refund check for the down payment of $?As a goodwill gesture, DriveTime has mailed a $American Express gift card to the 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 ###-###-####Sincerely, DriveTime 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
Never received any of the above items mention
Regards,
*** ***

Thank you for bringing this matter to our attentionWe appreciate the opportunity to re-address our customer’s concernsAt this time, DriveTime is still unable to accommodate our customer’s request to waive the $4.50 processing fee when he calls to make a payment over the phone or using the automated systemIf our customer feels the lease program no longer works for him, our customer can cancel his lease any time by returning the vehicle to the dealershipBy bringing it back, our customer is then eligible to lease or buy a vehicle from us again at any time in the future.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

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns. Our customer purchased a Volkswagen Passat, from DriveTime, on March 29, Our customer elected to purchase a 5-year / 50,000-mile Vehicle Service Contract
(VSC), administered by SilverRockThe Contract and VSC are attached for your reference.Our customer contacted SilverRock on August 21, requesting assistance with radiator repairsSilverRock encouraged her to have a diagnosis completed at an in-network repair facility (INRF) and provided the contact information for one nearby. The claim was initiated on August 23, by an INRF for the replacement of the engine oil cooler, seals and gaskets, coolant, oil filter, and the diagnostic feeAs these repairs were non-covered under the VSC, SilverRock did not provide authorization for the repairThere were no claims filed by the original equipment manufacturer or any other repair facilities.On that same day, our customer contacted DriveTime to discuss options of possible assistanceWhile reviewing the claim information, DriveTime found our customer drove 16,miles since she purchased the vehicle five months priorWe explained to her that due to the excessive mileage driven on the vehicle, DriveTime would not be offering assistance with the repairsOur customer expressed dissatisfaction with our response and she disconnected the phone call. Since receiving our customer’s Revdex.com complaint on August 28, 2017, DriveTime has re-reviewed our customer’s situation and concernsAs an exception, we are offering to cover the cost of the aforementioned repairs once our customer brings her account currentWe have not been able to reach our customer to offer this resolution to her....(continued on attached)

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 contract that I signed included the expensive warranty as shown....just because the car seemed to be in operating condition does not mean it will stay that way which is why a warranty of that nature should have covered my brakes (day warranty) and the gear selector part (which affects the transmission) they should have fixed the car at full price before I turned in the car instead of treating me like someone who opted out of the warranty that really isn't worth the price they chargedAttached are some documents showing what the repairs were and how much they cost and that despite their claims of trying to assist me this is why I turned the car in....they were not very helpful then tried to act like they wanted to fix the car but I was told they would not fix the faulty brakes that should have been covered under the day warranty
Regards,
*** ***

Thank you for bringing this matter to our attentionWe appreciate the opportunity to re-address our customer’s concerns. On December 18, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Ford EscapeOur customers agreed to make monthly payments schedule of $and final payment of $345.65, beginning January 21, Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference. DriveTime customers who purchase a vehicle receive a Retail Installment ContractOn the first page of the Retail Installment Contract, as required by the Federal Truth in Lending Act, “boxes” highlight and itemize the annual percentage rate (“APR”), finance charge, amount financed, total of payments, total sale price and a separate payment schedule. DriveTime also gave our customer a separate plain-language disclosure document entitled “What You Need to Know About Financing a Vehicle With DriveTime.” The following is displayed on the top half of the first page of this document: Sale Price $9,895.00Interest Rate 23.493%Amount Financed $12,551.95Payment Frequency MonthlyPayment Amount $346.32 “What You Need to Know About Financing a Vehicle With DriveTime” also outlines our Vehicle Return ProgramDriveTime offers a Vehicle Return Program, which gives our customer the ability to return the vehicle to DriveTime and terminate the Simple Interest Retail Installment ContractTo participate in the Vehicle Return Program, our customer must return the vehicle to the dealership within five calendar days.On January 22, 2015, our customer contacted Aeverex regarding her mechanical concernsAeverex informed our customer that the tire light, wipers, and sprouts were non-covered components under the Vehicle Service ContractOur customer did not take her vehicle into a repair facility to verify these concernsOnce a repair facility files a claim with Aeverex, DriveTime can determine if the repairs are covered by the Vehicle Service Contract. On April 14, 2015, our customer contacted DriveTime’s Customer Relations Department regarding the mechanical concerns mentioned on January 22, Our customer explained her wishes to return the vehicle and receive a refund of her down paymentWe advised our customer that a refund of her down payment would not be an optionWe encouraged our customer to take the vehicle to a repair facility to be diagnosed and file a repair claim with AeverexOnce a claim is filed with Aeverex, DriveTime would have the proper information to review for possible assistanceOur customer declined this option and voluntarily returned her vehicle to the dealership later that day, April 14, 2015. On April 16, 2015, DriveTime mailed a Notice of Intent letter to our customer, which informed her of her voluntary repossession and the options available to redeem her vehicle. On April 22, 2015, we reached out to our customer to speak with her about her concernsWe offered her the ability to redeem the vehicleIf our customer chose to redeem, and took the vehicle to a repair facility, we could review any non-covered items for possible assistanceOur customer advised us that in order for her to accept this offer, she would require a lower monthly paymentOur customer choose not to redeem the vehicle. On May 12, 2015, a refund of $2,from our customer’s Vehicle Service Contract and a refund of $from our customer Guaranteed Asset Protection (“GAP”) Coverage was applied to the accountOn May 13, 2015, a refund of $from our customer’s Skylink GPS service was applied to the accountOn May 18, 2015, the auction check of $3,was applied to the accountAfter these checks and refunds were applied, our customer’s current payoff is $5,323.12. At this time, we offering our customer the following resolution:DriveTime agrees to:Waive deficiency balance of $5,323.12Delete trade line from all three (3) major Credit Bureau reporting agencies In exchange, Customers agrees to:Remit payment to DriveTime via certified funds in the amount of $1,064.62 Our customer will be required to sign a Full Settlement and Release of Claims if she chooses to take advantage of this offerThis settlement offer is good until July 10, 2015. 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

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn February 06, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a Kia SoulAttached you will find the Simple
Interest Retail Installment Contract for your referencePayment frequencies are set up at the time of sale, based off a customer’s employment pay cycleAt the time of sale, our customer agreed to make bi-weekly payments of $and final payment of $212.82, beginning on February 27, On July 08, 2015, our customer contacted DriveTime and requested to change his payment frequency from bi-weekly to monthlyWe informed our customer his bi-weekly payments of $would change to approximately $monthly if he proceeded with the frequency changeA bi-weekly schedule means there will be payments owed in a yearThe money paid for the year, at a bi-weekly frequency, would total approximately $5,When switching to a monthly pay frequency, payments would change to approximately $per month, $5,a yearMonthly payments are more costly to compensate for the months with three bi-weekly payments dueOn July 22, 2015, our customer contacted DriveTime and authorized the frequency changeWe are working with our customer to complete the modification processAs a good-will gesture, DriveTime has applied a $credit towards our customer’s principal balanceShould you have any questions or concerns, please contact us by calling us at ###-###-####Sincerely, *** ** DriveTime Customer Relations Department