DriveTime

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

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsDriveTime strives to make each customer’s experience both rewarding and pleasant, while ensuring that every customer is treated with the utmost respectWe sincerely apologize for
any negative situations our customer has encountered throughout her interactions with DriveTime.On May 20, 2017, our customer entered into a Simple Interest Retail Installment Contract when she purchased a Chevrolet Cruze from DriveTimeAt the time of sale, our customer also opted to purchase a year/50,mile Vehicle Service Contract (VSC), administered by SilverRockAttached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference.At the time of sale, our customer had the opportunity to review and sign a document entitled “What you need to know about financing a vehicle with DriveTime.” On page of this document, under “Recalls,” it is stated:“Used vehicles may be subject to manufacturer recalls to repair, at no cost to you, mechanical or operational problemsOnly new car dealers are allowed to do these repairsYou should confirm with a new car dealer that your vehicle does not require recall repairs.”The “What you need to know…” document has been attached for your reference.Our customer also had the opportunity to review and sign a Safercar.gov Recall ReportPer this report, there were no open recalls on the vehicle at time of purchaseWe have subsequently pulled a new Safecar.gov report, and the new report continues to indicate there are no open recallsAttached is the up-to-date Safercar.gov report for your referenceLikewise, there are no open recalls currently listed under the vehicle’s VIN on Chevrolet’s website.On July 10, 2017, our customer contacted SilverRock with concerns about electrical and tire issuesShe advised these concerns had been present since shortly after the time of sale, but she had been unable to address them sooner due to personal mattersSilverRock referred our customer to an in-network repair facility (INRF) to have the vehicle diagnosedThat same day, our customer also spoke with DriveTime regarding the possibility of non-covered repairsWe advised if any repairs were not covered under the VSC, we would review options for possible assistance once a claim had been initiated with SilverRock.On July 31, 2017, our customer contacted SilverRock with further questions regarding the claims processSilverRock educated our customer on this process and advised per the terms of the VSC, electrical issues are non-coveredHowever, they encouraged our customer to have the vehicle diagnosed to determine the source of her concerns.On that same day, our customer contacted DriveTime to further discuss assistance with potentially non-covered repairsHowever, when the DriveTime representative answered the phone, only background noise could be heard, and the call was eventually ended due no response from our customer.To date, no claims have been initiated with SilverRock by a repair facility.On August 3, 2017, we contacted our customer and discussed the above informationShe advised that she had spoken to the original equipment manufacturer (OEM), and they had informed her there were open recalls on the vehicleWhile we have not located any documentation of open recalls on this vehicle, we encouraged our customer to work with her local OEM to ensure any open recalls are completed.After she has any recalls completed with the OEM, if our customer experiences any non-recall related issues, we encourage her to take the vehicle to an INRF for diagnosis and to have a claim initiatedOnce a claim has been initiated with SilverRock for any non-recall issues, we will review options to assist our customer should there be any non-covered repairs.Thank you for your ongoing support in allowing us the opportunity to address our customer’s concernsShould you have any questions or concerns, please contact our Customer Relations department at ***Thank you, Kayleigh B.Customer Relations

Please see the attached PDF for the full response. On November 28, 2016, DriveTime spoke with our customer regarding the vehicleOur customer stated the vehicle was currently at the DriveTime Service Center and had been since November Furthermore, she stated she was unable to pay for the
repairs and wished for DriveTime to assistWe advised we would be unable to accommodate her request to approve the repairs due to excessive mileage driven. On December 5, 2016, DriveTime spoke with our customerWe advised we would approve the cost of our customer’s tow to the repair facility and waive the diagnostic cost in order for her to retrieve the vehicle, however, we would be unable to approve the repairsOur customer had the vehicle towed from the DriveTime Service Center that same day. On December 6, 2016, we spoke with our customer to address the concerns in her complaintWe advised that we had re-evaluated her concerns and as a one-time goodwill gesture, we would approve the repairs in fullIn addition, we would pay for the cost of the tow, up to $75.00, to return the vehicle back to the repair facilityOur customer agreed and we ended our correspondence on amicable terms. We apologize for any confusion or inconvenience this matter may have causedAs an additional goodwill gesture, DriveTime has applied $credit 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 *** Sincerely, Brodie H.Customer Relations Department

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns.On February 17, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime, when she leased a Hyundai SonataAll 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 reference.A timeline of our customer’s repair history is as follows:- On March 3, 2015, a repair facility filed a claim with Aeverex, for an intake tube hose repairThe repair was approved.- On March 10, 2015, a repair facility filed a claim with Aeverex for additional repairsIt was noted that the repair facility had misdiagnosed the vehicle the first visitAeverex approved the repairs for the intake gasket, signal bulbs, the throttle body, and throttle body gasket.- On March 16, 2015, a repair facility filed a claim with Aeverex, for the repair of the mass air flow sensorThe repair was approved.- On April 3, 2015, a different repair facility filed a claim with Aeverex for the air system valve and the throttle position sensorThe repair for the air system valve was approved.On March 18, 2015, our customer contacted DriveTime in regards to the number of repair facility visitsDriveTime offered to credit the account one full payment, for a total of $192.85, for her inconvenienceThe payment was applied to our customers account on March 20, 2015.On March 31, 2015, our customer called DriveTime regarding additional mechanical concernsDriveTime advised our customer to visit a different repair facility for a second opinionWe waived the diagnostic and deductible fees as a customer service gestureWe also offered rental reimbursement of up to $per day while her vehicle was in theshopOur customer declined our offer for rental assistance and inquired about returning the vehicleWe informed our customer that she had entered into a "Return Anytime Lease" and referenced page 3, section 12, subtitle Early Lease Termination which states:"You may terminate (end) this Lease earlyTo do so, you must return the Vehicle to us and pay us the amount due at early end…Our customer has requested DriveTime to place her in another car, at least until the repairs are completedAt this time, we are unable to accommodate this requestWe have made several unsuccessful attempts to contact our customer to discuss her concernsOn April 17, 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 ###-###-####, so that we might come to an amicable resolution.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,*** **DriveTimeCustomer Relations

September 25, 2015 *** *** *** *** Re:Complaint #10816318 To Whom It May Concern: Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn November 24,2010, our
customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Chrysler At the time of sale, our customer agreed to make bi-weekly payments of $and one final payment of $208.27, beginning on December 11, Attached you will find the Simple Interest Retail Installment Contract for your referenceOn August 7, 2015, DriveTime contacted our customer in regard to curing the delinquency balance on her accountWe provided a payoff quote of $ which was applicable for daysOur customer stated she would make the payment onlineOn August 14,2015, a payment of $was made by our customerThis payment did not cure the delinquency balance on the account and remained past dueOn August 27,2015, our customer contacted DriveTime stating that she will be making a payment online and to update the address on the accountWe informed her of the delinquency balance on the account and our customer stated she would make this payment onlineOn September 1, 2015, DriveTime contacted our customer in regard to curing the delinquency balance of her account as the account now reflected as days past due.DriveTime provided payment options for our customer to cure the delinquency balanceLater that day apayment of $ was received and applied to our customer’s accountThis payment satisfied the remaining balance on the loan and the title for the vehicle was sent to our customerTo insure accuracy and quality, DriveTime has reviewed the calls in questionAfter further review,the actions described do not match our findings DriveTime is unable to remove the day past due credit mark on our customers reportingWe are required to report accurately and are not able to falsify our reportingOn September 21, 2015, DriveTime contacted our customer to advise her of this informationWe apologize for any confusion or inconvenience this matter may have causedAs a good will gesture, DriveTime has sent a $American Express gift card to our customer’s address we have on file DriveTime thanks the Revdex.com for their ongoing support Should 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. 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)

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 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,
*** ***

Dear Ms***, Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns. On April 25, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Subaru Forester
Since we were unable to provide her with the vehicle she desired, we made an exception to place our customer into a newer vehicle with lower mileage for the same down payment requirement of $Attached is the Simple Interest Retail Installment Contract for your reference.On May 21, 2015, we contacted our customer and came to an amicable resolutionWe ensured that our customer was satisfied with the vehicle she purchased and encouraged her to contact DriveTime should further questions or concerns arise. We apologize for any inconvenience or confusion this matter may have causedAs a goodwill gesture, we have credited $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 ###-###-####. Sincerely,*** *.DriveTime Customer Relations

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn February 6, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a Toyota CamryIncluded you will find the Closed End
Motor vehicle Lease Contract for your referenceOn April 20, 2015, our customer’s vehicle was recovered due to non-insuranceLater that day, our customer was informed after further review, her vehicle was wrongfully recoveredDriveTime has waived all recovery fees associated with the repossession and has paid to have our customer’s vehicle transported back to herOn April 21, 2015, we informed our customer that as a goodwill gesture, we have applied a credit to her account of one car payment for $Our customer informed us she is satisfied with the provided resolutionDriveTime 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 July 1, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a Dodge Grand CaravanAttached you will find the
Simple Interest Retail Installment for your referenceAt the time of sale, our customer agreed to make monthly payments of $and final payment of $214.34, beginning July 26, On February 28, 2015, our customer’s account charged-off due to non-payment for $1,On March 27, 2015, DriveTime exercised their contractual right to secure the vehicle, due to the account charging off for non-paymentPlease refer to the "Simple Interest Retail Installment Contract," section labeled "Default": "You will be in default if you do not make any payment in full when such payment is due...Additionally, we may take back (repossess) the vehicle" On March 30, 2015, a "Redemption and Reinstatement Form" letter was sent to the address listed on our customer’s accountThe purpose of this letter is to notify our customer of their right to either redeem or reinstate the vehicle within days from the date of the letterAttached is the "Redemption and Reinstatement Form" for your referenceOn April 17, 2015, our customer inquired as to why he was not contacted about the delinquency status of the accountWe informed our customer of the collection efforts that were made to the numbers and address listed on the accountWe informed our customer that the number he provided was placed on a "Do Not Call List", which prevented us from legally contacting that numberOur customer was also informed that the co-buyer listed on the account is allowed to make changes to the account and contact informationAt this time, we are not able to contact our customer at the number providedThe number is still listed under the Do Not Call ListWe encourage our customer to contact the Customer Relations Department at ###-###-#### to discuss his concernsIf our customer would like to reinstate his vehicle and loan with DriveTime, he will need to pay $1,by May 8, Our customer would be responsible to pick up the vehicle directly from the auctionIf our customer does not wish to reinstate the vehicle by May 8, 2015, the vehicle will proceed to be sold at auctionPlease refer to page two of the "Redemption and Reinstatement Form" section labeled "Notice of Sale": "…If the vehicle is sold, the sale proceeds will be applied first to the payment of the expenses of retaking, repairing, preparing for sale, and storing of the vehicle and other repossession and collection costs…If we get less money than you owe, you still owe us the difference…" As a goodwill gesture, DriveTime has sent our customer a $gift card to the address listedDriveTime 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 5, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a Jeep CompassAttached
is the Simple Interest Retail Installment Contract for your reference. On November 5, 2014, our customer purchased a Collateral Physical Damage Certificate of Insurance through *** *** *** (“***”)The coverage period for the insurance was from 11/05/until 11/19/Please see the Collateral Physical Damage Certificate of Insurance under “Item Coverage Period”To continue coverage, the customer was required to continue to make payments to *** There were no additional payments made to *** by our customer after the original overage period and the insurance lapsed in December 2014. On May 21, 2015, our customer inquired as to why she was not notified that him insurance had lapsed. Our customer indicated that he believed the insurance was included in his loan payment The retail contract and certificate of insurance clearly provide that the insurance is separate and are not included in the loan paymentWhile insurance payments are setup on the same payment frequency as our customer’s car payments as a convenience for our customers, the payments due are made separatelyThe customer is responsible for maintaining their own insurance. In the Simple Interest Retail Installment Contract under “Vehicle Insurance”: “You must insure yourself and us for the term of this Contract against loss of or damage of the Vehicle with a policy in the Buyer’s name…You agree that is the insurance proceeds do not cover the amounts you still owe us, you will pay the difference.”In the Simple Interest Retail Installment contract under “Liability Insurance Required”:“You understand that state law requires you to purchase and maintain liability insuranceWe do not provide liability insurance for you and it is not included in your contract.” On May 27, 2015, our customer contacted DriveTime’s Total Loss Department to inquire about how to file a claim due to an accidentOur customer was advised that his original insurance had expired and he would have to file a claim with her primary insurance carrier if applicable Our customer indicated he did not have primary insuranceOur customer also inquired into reinstatement of his previous insurance since it was his understanding that his insurance was included in his payment Our customer was informed that *** is unable to reinstate the previous insurance policyWe also confirmed with the dealership that they understand that the insurance is not included in the payment and that they are not representing that to our customers However, in an attempt to provide assistance, DriveTime advised our customer that we will need to inspect the vehicle for the amount of damagesDriveTime’s Total Loss Department advised that after appraisal, the Gap Addendum would apply to the vehicle if it is deemed as a total lossThis will not cover the total loss but will reduce his loan balance by the amount of his loan that exceeds the fair market value of his vehicle. At this time, DriveTime is working with our customer to obtain the vehicle for inspection of collision damage. We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has provided a $credit towards 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

** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
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 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 However, I do want the file to be noted that this company did in fact update the credit files to show as if the loan had JUST defaulted in Sept I have a statement confirmation from all bureau representatives and it was when this was explained in detail that Drive Time agreed to this settlement Please make note of full facts This is now closed as far as I am concerned at this time
Regards,*** ***

(Please see attached for full response)We sincerely apologize for any further frustration or inconvenience this matter may have causedWithout any further information, DriveTime is still unable to accommodate our customer’s request to assist with the vehicle concernsOur customer has been provided with the information for several in-network repair facilitiesShould our customer need further information, we encourage him to reach out to our Customer Relations department at *** ***. We are currently waiting for an in-network repair facility to file a claim with Aeverex so that we may continue our review for possible assistanceWe are unable to complete our review without knowing what specifically needs to be repaired and at what costWe will request the estimate for review once called in and have waived the $diagnostic fee as a goodwill gesture for our customer. 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. Thank you, Jessica H.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. The service has been performed and I consider this complaint resolved
Regards,
*** ***

February 10, 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 concernsDriveTime apologizes for any delays in processing our customer’s $creditWhen we spoke with our customer on January 27, 2016, she advised us that she would shortly be relocating to ***As we did not have her *** address at that time we offered to apply the refund as a credit to her accountIf our customer requests the refund be disbursed as a check DriveTime will do soOn February 1, 2016, we determined that an ***a title was issued for our customer on January 27, Our customer will need to submit a move request to the *** DMVThey will send a request for the ***a title to DriveTime and we will transfer the title to ***DriveTime apologizes for any inconvenience this has causedWe invite our customer to contact us with any questions or concerns she hasDriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ***
Sincerely, Jeremy NDriveTime Customer Relations

I totally understand that there will be wear and tear on the vehicle, that is not the problem, the problem is I have had the car less then a year and all these problems have come up and the fact that my tire almost fell off the vehicle with my young children in the car, I have also been sending email and calling DriveTime for over months to ask for assistance with this and the only time they respond is when I took my problem to a public forum and then to the Revdex.com, why does it take for me to go through all this for them to finally respond, sounds like they are guilty to me, otherwise they would have responded to my very first email months ago, or the one I sent months ago or the one I sent months ago, or maybe they could have responded to the calls I made to them about the problems with the vehicle, instead I had to take my problem with the car to facebook, then to other social media sites and complaint boards and finally the Revdex.com for DriveTime to respond, this company is a sham, they should not be allowed to sell a car for $16,that is only worth $2,500, they should not be allowed to sell cars that are faulty like mine and the thousands of other customers that I see have complained, this company should not be allowed to do business at allI took this car into Midas to find out what was wrong and Midas comes back with a $1,repair quote, when I presented that to DriveTime they said they would pay $of the labor and I would pay $for the parts, when I asked how they came up with a total bill of $compared to my quote at the same repair facility they went through, my cost was $1,297,

For full response, please see attached. On November 4, 2017, a payment was made for $However, this was not enough to satisfy the account delinquency as it was still days past due. On November 18, 2017, another payment came due and was not
satisfied. On December 1, 2017, at days past due, our customer’s account moved from an active to a charge off status and the vehicle was assigned for recoveryThe vehicle was successfully recovered December 5, Later this day, our customer contacted Bridgecrest to inquire what would be needed to reinstate the account and retake the vehicleWe explained she would need to satisfy at least $1,to reinstateNo further action has been taken at this time. At this time, DriveTime had made several unsuccessful attempts to reach our customer to discuss her concernsIn an attempt to reach an amicable resolution, DriveTime would be willing to release the title to our customer and update her trade line to a status of “Paid-Charge Off” once she satisfies the past due payments on the account ($1,738.00) required to reinstate the vehicleShould our customer wish to take advantage of this offer, we request she remit payment by January 7,

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns
On July 14, 2014, our customer entered into a simple interest retail installment contract when she purchased a Jeep CompassIncluded you will find the simple interest
retail installment contract for your reference
On August 4, 2014, our dealership received a check for our customer’s loan paymentOur dealership explained to our customer that payments could not be process at their locationHowever, they agreed to forward the check to the correct locationOn August 12, 2014, our dealership mailed our customer’s check to the correct location
On August 26, 2014, we contacted our customer and advised her we did not receive her paymentAt this time, we have agreed to credit our customer’s account one payment of $Additionally, we have agreed to reimburse any bank fees associated with a stop payment, due to the inconvenienceWe encourage our customer to fax a copy of her bank statement showing any fees
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