DriveTime

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

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns
On May 10, 2014, our customer entered into a Retail Installment Contract with DriveTime when she purchased a Chrysler Our customer elected to purchase
a 3 year/36,mile vehicle service contract, administered by AeverexIncluded you will find the retail installment contract and vehicle service contract agreement for your reference
We have made several attempts to contact our customer to discuss her concerns, but have been unsuccessfulOn September 17, 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 our Customer Relations department at ***-***-***, to discuss her concerns
As a goodwill gesture, DriveTime has applied a $credit to our customers’ 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

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.I am not satisfied because I did make the arrangement pymts as I promised and I definitely don't recall them telling me to call on a certain date to make another pymt arrangement because I knwe the seriousness of my delinquent account and would have not (not) called if I were given a specific date to do soIf that were the case the representative should have said that I need to call on or by a certain date because if not the account would charge offI called for additional arrangements as I was told and also before ths acct was charged off relying on what I was told by the representative in regards to being able to make further arrangementsI can see if I didn't keep the arrangements that were given to me but I did. I was able to make the payment only a few days (2/6/15) after my account was charged offThat could have been held a few more days being that I did pay the arrangements as agreed.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.I rejected because I admit I was a couple days over the time allowed to return vehicle and get my down payment back but I thought it would be generous of them to give me my down payment back since I found large and small chunks of glass throughout my car and piled up under back seat. Also they refused me the car facts when I ask times before getting the car. I just felt I was played by the company and taken advantage of because I went In alone and I'm a young woman.
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
For the most part I accept the business' response, however, I sent them the modification back signed and nothing had been updated with my account yet So I am not sure if they are actually holding up their end
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
I previously purchased a vehicle and insurance from Drive TimeI had a wreck and they refused to cover me at which time I filed a Revdex.com complaintIt was finally resolved with me agreeing to pay to drive time in order for the cancellation of the loan and it being reflected on my credit as a PAID off loanThose were the terms of our agreementHowever, once I looked at my credit report I noted that they have reported a repossession which is wholly false
I want this bogus repossession removed from my credit report
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
I don't understand how a company can't address the issues within a complaint but rather repeat themselves with the same answers and won't do a proper investigation to find out what happened with a customer's complaintsThey aren't trying to address the issues or complaints that I have and that is proof in the answers they have continue to give and the refusal to do an investigation and admit there were mistakes made on the behalfSince my initial complaint they have yet to do a thorough investigation but rather give a scripted answer and with the last answer they felt it wasn't even worth their time to give a complete answer because if I only missed a payment from August to December in the amount of how do I owe 435.48? If the amount I owe now is smaller than the amount they stated on the last answer and the days was fewer how do I owe a smaller amount but the amount of days has increasedDrivetime continues to try and manipulate and say things that aren't true and yet fail to address any concerns or issues that I have and as a company I would thing they have more integrity and honor and would value their customers and try and address any and all issues they may haveDrivetime has yet to address the issues of the amount of money they say I owe, they have refused to do an investigation into whether I was given information regarding my account, and they refuse to admit that there were some mistakes made and as a company they need to correct those so that it does not damage me or my husband creditAt the time I made a due date change and there was a change why did I not receive an updated payment schedule or was told that information? If I was behind on my payments why would it take almost a year to give me this information and when I asked how was that possible I was never given information that made sense or added up with the amounts? Why is Drivetime not able to answer questions about how they came up with the amounts or where my money was applied to? If my payment is and Drive time says I owe how is that possible when it doesn't add up and drive time can't answer the question or explain how it got to that amount? I'm not looking for a handout but a fair and justice investigation and no damage to my creditI don't want a handout but rather some answers to my questions and concerns and no damage to me or my husbands creditI don't accept their offer of a deferment because it doesn't address my issues and doesn't hold Drivetime responsible for anythingIf I as a customer have to be responsible shouldn't Drivetime be held to the same standards? If I as a customer have concerns and questions shouldn't Drivetime as a company address those issues rather than refusing to do an investigation and give a dollar credit as if that addresses the issues when it doesn't? If I was told that I had missed a payment I could have made that payment if it was truly owed since it was months ago and I would not have any risk to me or my husband credit? If I had missed another payment why wasn't I told that I had missed two payments when these events occurred? Why did it take for Drivetime to say that I missed payments and that I was days late after I questioned the amounts and how they came to these figures? Drivetime needs to do what is right and that is a thorough investigationI am not looking for a handout but a fair and just investigation instead of some scripted answers that don't address the problem or situation the a customer has concern's aboutI don't accept Drivetime response because they aren't addressing the issue but rather is trying to make be accountable for something that isn't my fault but rather theirsHow does Drivetime get days to address a complaint and I only get and they give the same answer to each answer or complaint that is presented to them? I would like to be treated fair with respect to my complaint and would like Drivetime to do justice in regards to this complaint because I don't feel they aren't addressing the issues but rather just giving an answer or an offer so that the Revdex.com can say they made an offer and I refused it and how is that fair? Can Driveitme explain how they got to these numbers and where my money went? Can Drivetime do an investigation that is fair and just and not just give an answer so Revdex.com can side with them
Regards,
*** ***

I receive all of this however now after getting the car done it is now not holding a charge in the battery which I have an appointment with an in network facility on 1/at 11amThe engine sent by them was a used engine according to the facility which is still causing problemsI have had the
vehicle for only months and to have had to call in this many times for big problems with this vehicle is too muchI still have to pay a deductible for the work as well as pay out front for rentals and tows that they don't pay the full amount back. Ithe is unfair as a customer to continue to have to take a car that I just received on July to a shop times in months for things that should have been fixed before selling. 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,
*** ***

June 12, 2015*** ***RevDex.comPh. *** ***Fax *** *** Re: Complaint # ***Dear Ms. ***, Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s
concernsOn August 30, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a Toyota CorollaAttached you will find the Simple Interest Retail Installment Contract.On May 21, 2015, an authorized third party, the customer’s mother, called in to inform us that the customer had been involved in an accident and inquired about her son’s payments. The authorized third party also advised that the vehicle was not deemed a total loss, but was awaiting an inspection by an insurance adjusterWe advised her that her son will still need to make his regular payments throughout this process.On May 22, 2015, our customer contacted DriveTime advising he was experiencing financial hardship related to the accident and inquired about assistanceDriveTime informed our customer that we would be able to defer payments to the end of the loan to assistOur customer was advised that we could process these payment deferments. We advised our customer that his current payment was set to auto-draft from his account that day The auto-draftrejected due to insufficient funds. On May 28, 2015, our customer called into our customer service department to inquire about payment arrangementsThe representative advised our customer about the non-sufficient funds fee and our deferment process.On May 30, 2015, our customer contacted DriveTime and provided more details on the nature of his hardship: he was responsible for a $500 deductible to his insurance company because of the accident and he was currently out of work while vehicle was being repaired. On June 3, 2015, our customer contacted DriveTime’s customer service department to discuss payment arrangements for his accountHe advised that he would like to make payments on a monthly basis moving forward.On June 5, 2015, we contacted our customer and came to an amicable resolutionDriveTime agreed to waive the non-sufficient fund fee our customer incurred on May 22, to assist him with bringing his account currentWe have also agreed to offer four payment deferments to assist our customer during his hardshipOur customer’s normal bi-weekly payments of $are scheduled to resume on July 17, As a goodwill gesture, DriveTime has applied a $credit towards 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 concernsOn October 03, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a Saturn IonOur customer purchased a
year/36,miles vehicle service contract, administrated by AeverexAttached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference. 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 itAt the time of sale, our customer signed and dated the document titled, "What You Need to Know." Attached you will find the "What You Need to Know" document for your referencePlease refer to page two, under section five labeled, "Other Stuff" "Recalls- used vehicles may be subject to manufacturer recalls to repair, at no cost to you… Only new car dealers are allowed to do these repairsYou should confirm with a new car dealer that your vehicle does not require recall repairs." On March 20, 2015, we informed our customer to go through the warranty process so we may review for possible assistanceWe encourage our customer to take the vehicle to a repair facility to be diagnosedOnce a claim is filed with Aeverex, we can determine if the repairs are covered by the Vehicle Service Contract and review non-covered components for possible assistanceAs a goodwill gesture, DriveTime has applied $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 ###-###-####Sincerely, DriveTime Customer Relations

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns.On November 14, 2007, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a Ford RangerAttached you will find the Simple
Interest Retail Installment Contract for your reference.On June 30, 2011, our customer’s account charged off due to non-paymentAt this time, DriveTime began efforts to recover the vehicle.On February 9, 2015, DriveTime received a request to transfer the title due to our customer’s relocation to a different state.On February 17, 2015, DriveTime made an exception to settle the $2,delinquency balance on our customer’s account for $1,This offer was extended until the end of MarchWe advised our customer that we could not release the title for registration until the settlement amount was paidThis title transfer is not an option at this time, due the account’s charge-off status.On February 18, 2015, our customer contacted DriveTime and attempted to make the $1,settlement paymentHowever, the payment card that our customer attempted to use was declined, so we gave our customer an alternate option to go to Walmart to make the payment with cash.On March 10, 2015, an authorized third party contacted DriveTime to discuss lowering the settlement offer to $We advised that $1,is the lowest amount for which we are able to settle the account.On March 13, 2015, we contacted our customer to address his concernsWe advised that due to the account’s charge off status, paying the offered settlement of $1,is the only option to have his title released and transferredOur customer stated that he was unable to settle for the requested amountHe requested for us to pick up his vehicle as he did not wish to correspond with us further.We apologize that we are presently unable to come to an amicable resolution with our customerAs a goodwill gesture, DriveTime has mailed a $*** *** 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 by calling us at ###-###-####.Sincerely,DriveTimeCustomer 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
Since Drivetime will not honor the paperwork and what there sales manager told me and the Revdex.com refuses to suggest mediation, arbitration, return any of my phone calls or have drivetime up hold the Revdex.com Code of Business Practicesdrivetime should not be able to lie to consumers and steal there money all the time hiding behind the Revdex.com by throwing money at themif the Revdex.com was here for the consumers like they claimthey would return or contact me and others and not just close out cases. return the van and for drivetime to return my down payment back
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
I was told the day I signed for this car that I could change the due date at any timeAnd I was not informed at the time of purchase that there was no grace period for this carI paid my payment online again and called in to give my confirmation number to a rep, and I spoke with ***I told him I wanted to give him my confirmation number for my online payment because there was a mix up the last time I paid online*** informed me that he saw my payment online and there was no need for me to give him my confirmationI asked him could he see all of my payments I did online and he told me YES! I told him that the last person I talked to said they could not see my payment history online and the confirmation number was not in the systemDrive time has horrible customer service! How come one rep said he could see my payment history but someone could not!!! I do not accept anything *** *has said in her response! I paid my car note online and had confirmation that the payment had gone throughAnd when I went back online I could see my payment history and the payment I submitted on both daysI will be cancelling this lease soon and I will tell everyone I know not to deal with this horrible company! I have attached my payment history and email confirming the payment that I made on 7/And it shows that I had to do a stop payment on it because Drive time claim they did not receive the payment!
Regards,
*** ***

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,
*** ***

July 10,
*** ***
Revdex.com
Ph*** ***
Fax *** ***
Re: Complaint #***
Dear Ms***,
Thank you for bringing this matter to our attentionWe
appreciate the opportunity to address our potential customer’s concerns
On July 2, 2014, our potential customer visited one of our DriveTime dealerships for a scheduled appointment
On July 8, 2014, we contacted our potential customer and came to an amicable resolution. We apologized to our potential customer for his negative experience with us and asked that he give us another opportunity to do business with him
As a goodwill gesture, DriveTime has sent our potential customer a $*** *** 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

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.On December 13, 2014, my Mother and I visited the Drive Time showroom in Conway, SCFollowing is a detail description of the problems I encountered Last year I went through bankruptcyIt was a difficult decision at my age but it had to be doneI lost my car in the bankruptcy because the payments were too high for me to affordI had been paying on my car since 2008, when I bought it, but the finance company said I still owed over $11,I had already paid over $25,for it, and they still insisted that I still owed them over $11, The price of the car when I bought it was $13,Since declaring bankruptcy, I had received about offers to come to other dealers and they would assist me with credit terms and buying a new/used carThe Drive Time showroom was close to our homes, and so we stopped in there When I sat down at the desk of the Salesman, ***, I told him that I wanted to explain some things to him that may assist in knowing what I was looking for in a carI explained the following to him as I sat down I told him I wanted to make sure that he had a very clear understanding of my situation I had just gone through bankruptcy which discharged in July, I had to give up my car in the bankruptcy, because the finance company put me in a payment that was way over what I could payThe payment was $He asked me what kind of payment I was thinking of, and I told him, around $I explained that I had gotten offers from different dealers that said they would assist me in getting into a car and give me some relief on the paymentI told him that I was disabled and I was only paid once per month in the amount of $1,That did not allow me much to put into a car because I had to pay rent, utilities, RX’s, etcI told him I hadn’t had a car for over a yearMy home was close to my Mother and sister, and they took me when I needed to go somewhereHowever, I was moving and would no longer be close so they could give me a rideI was also planning to leave in a couple days to go and spend Christmas with my daughter and her family in New York, and needed a reliable carInstead of renting one, I decided to put a down payment on a car that I could keep.After going through these points, *** said he would go and get a few cars for meHe pulled up several cars and I looked at themHe told me that I couldn’t afford one of themOne was smaller than what I wantedI asked if he didn’t have anything else, as there was a lot full of carsHe said he thought he had another oneHe came back with a Ford EscapeI looked it over, and really wasn’t impressed with itHowever, it was the size I wanted, so I took it for a drive and decided to take itIt wasn’t until I sat down with one of the manager’s (***) that I found out the priceI told him that it was too high, but he talked me into taking itThey said that after years, I could get the payment loweredAlso, when signing the agreement, *** gave me a stack of papersHe told me where to sign and initial, and gave a brief explanation, ie, “This just means…” For the mound of papers that were signed, he whipped right through themThere was no time to read the entire package I thought everything was okIt wasn’t clean and shiny, but I really needed a carOn the way North, I started noticing thingsI stopped for gas and the gas tank would not accept the gasIt kept stopping like it was full Every time I stopped for gas, it took me times as long to fill it as it would a regular car Other people seeing me having difficulty tried too, but they had the same problemI began to notice other little things I was told several times from other motorists that my rear drivers side tire was lowAs I found out, the vehicle was sold to me with a slow leak in the tireAlso, there was only a vanity key, no key that would open all the doors and no remoteBeing disabled, this is a big problemThe weather was below zero, with high winds, so that became a problemAnother problem was that the check engine light always stayed onI kept looking for the cruise control, because I was told this car had itI told them it was a deal breaker since I was travellingThere was also no light in the back/trunk areaThen the weather stripping came off on the back seat passenger’s side doorI was having a difficult time believing that they sold this car to me in the shape it was in When I returned from New York, I had bronchitis and my Mother had pneumoniaI was also moving to a smaller condo the end of the month, so there was really no time to take the car to be fixedBecause I bought it from Drive Time, I couldn’t take it just anywhere to be fixedI had to call a toll-free number and tell them what was wrongI did so, in February, after I movedThey told me that they would only repair the gas tankAll of the other things were past the 30day/15,000/mile warranty(I told them where I was going, but they never said that it would void the warranty)So my warranty expired even before I returned from my tripWe got back later than we wanted to, but my Mother was hospitalized in NY, for the pneumoniaWhen I was told that they wouldn’t fix the other things, it started to make me feel like I had made a big mistakeAfter all, I was paying $350/month, for a car that was in disrepair I started to have trouble making the payments, which I told them several times, were too highEven the insurance I got through Drive Time was over $150/monthMy driving record is spotless, but I was told since I hadn’t had insurance for a year is why it was more expensiveI didn’t have a car for almost years, so why would I have car insurance? So just for my car payment and insurance, I was paying over $500/month I was unable to sleep for worrying what I could doEvery month I fell deeper into debtI had been trying for a year, since the bankruptcy to get my credit back in good standing, but I was going backwardSo, I decided to take the car back to Drive TimeI walked into the dealership and told ***, one of the managers, my problemHe went and got a form for me to sign to turn the car back in to Drive Time*** told me that by signing that form, the payments would stopI also ask him if it would affect my creditHe told me that since I turned it back within months, that they would do a “rewind” or somethingI am not exactly sure of the terminology he used but that is basically how he described itI asked him if I could get back my down paymentI had $2,left to my name and put it all down on the carHe said no, they did not do thatHe called the main office and asked them, and put it on speaker so I could hear, and they said the same thingSo, I basically paid over $4,for the four months I had the carI hated to turn it in because I need a carBut with me questioning him, I felt assured there would be no repercussionsMy Mother was with me every time I visited Drive Time and she heard all my conversations with themSo you can imagine my surprise, when a week later I received a call from their corporate office asking me if I wanted the car backI told them not unless the price was adjusted(I had already looked up the value of that specific car on Kelley Blue BookKBB said that if it was being sold by a dealer as a used car, the 2007Ford Escape was worth approximately $3,000-$4,500, IF it was in good condition.) They told me that if I didn’t take it back that it would be sent to auction, and soldWhatever was left on the loan, I would have to payI told the woman who called that I was told there would be no further money owed to Drive TimeI also wondered why they were taking it to auction, instead of fixing it and reselling it to someone like they did to meMy loan was for $10,plus interest for a car that was only worth $3-I feel as though they were trying to pass off an inferior vehicle to an unsuspecting customerI believe that all of the problems that I mentioned should have been fixed before the car was soldI have bought numerous cars in my life, but have never been sold one that had a list of problems.I have returned the vehicleThey have their property backI have paid much more than I should have for an inferior vehicleI was told when returning the vehicle that I just had to sign a form to turn the car back to Drive TimeEven though I asked several times, I was told that it was all I needed to doThere was never any discussion of any detrimental effects to me by turning the vehicle back to Drive Time even though I ask several times if there would be any repercussionsI feel they were negligent for selling an inadequate vehicleThe whole experience has left me feeling that they took advantage of meIn summary, I would like to be released from any further dealings with Drive Time and no adverse entries added to my credit reportI hope this gives you an idea of my situationIf you have any questions, or need further information, please contact me at the places shown below.PS In the letter that they sent to Revdex.com, they said that they had sent a “Notice of Intent” letter, but as of now, I have never received it
Regards,
*** ***

Please see the attached PDF for the full response On September 1, 2016, our Service Center received the vehicle from the aforementioned transmission specialistsThat same day, we contacted our customer to pick up the vehicleOur customer requested that we perform a test drive prior to her
taking possession of the vehicleUpon further inspection, the DriveTime Service Center determined that the vehicle needed to return to the transmission specialists for further diagnostic On December 6, 2016, the DriveTime Service Center filed a claim with Aeverex for the transmission control module replacement and another transmission overhaulThe aforementioned repairs were approved under the terms of the Vehicle Service Contract DriveTime understands the importance of having a vehicle that is fully operable and the hardship that mechanical concerns may cause our customersWe have made several, unsuccessful attempts to contact our customer and address her concernsOn January 4, 2017, we sent a letter via *** to our customer’s address on fileThe purpose of this letter was to inform our customer of our unsuccessful attempts to reach her At this time, we would like the opportunity to review how we can assist our customerIn order to do so, we would need our customer to take the vehicle into an in-network repair facility to have a diagnostic completed and reported to AeverexShould an in-network repair facility determine that the vehicle is experiencing additional mechanical concerns, DriveTime will assess all options for assistance that are available We apologize for any confusion or inconvenience this matter may have causedAs a goodwill gesture, DriveTime has applied a $credit toward our customer’s principal balanceWe encourage our customer to contact our Customer Relations department at (800) 965-so we are better able to address her concerns. DriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at 800-965-8043. Sincerely, Brodie HCustomer Relations Department

July 16,
*** ***
Revdex.com
*** *** ***
*** *** ***
Re: Complaint # ***
Dear Ms***,
Thank you for bringing this matter to our attentionWe appreciate the opportunity
to address our customer’s concerns
On
July 23, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime, when she purchased a *** *** ***Our
customer also purchased a year/ 50,mile service contract administered by
***Included you will find the Simple Interest Retail Installment Contract and
the DriveCare Plus Protection Package agreement for your reference
On July 16, 2014, DriveTime contacted our customer and came to an amicable
resolutionAt this time, DriveTime has successfully set up payment arrangements to
assist our customer in maintaining the loan
DriveTime thanks the Revdex.com for their ongoing supportShould you
have any questions or concerns, please contact us by calling us at ***
Sincerely,
DriveTime
Customer Relations

Thank you for bringing this matter to our attentionWe appreciate the opportunity to readdress our customer’s concerns. The actions described in our customer’s correspondence are clearly 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 respect. Because DriveTime’s Closed End Motor Vehicle Lease Contracts can be cancelled at any time, we do not offer any grace periodsA vehicle is contractually eligible for repossession as soon as the account falls past due, after waiting any time required by lawAs a courtesy to our customers, DriveTime often waits to days before assigning a vehicle to be recoveredLikewise, because the lease can be cancelled at any time, DriveTime does not offer due date changes on lease accountsDue to the amount of time that has passed since our customer’s date of lease, we have been unable to confirm if she was advised that she would be able to change the due date of her payments at a later time. On July 13, 2015, at days past due and with no payment arrangements set on the account, DriveTime exercised their contractual right to secure the vehicle and assigned the vehicle to be recovered. On July 14, 2015, the vehicle was recoveredOur customer contacted DriveTime and advised the vehicle should not have been recovered, as she had made a payment the day beforeWe advised our customer that because she had not called us with a confirmation number, we had no indication that a payment had been made and had not closed the assignment with the recovery agentWe have no record that our customer ever contacted us during the month of July prior to the vehicle’s recovery. The same day, we informed our customer that due to the recovery of the vehicle, we would not be able to accept the check she had used to make her paymentWe encouraged her to cancel the check through her bank and make the payment to reinstate her lease over the phone with a debit or credit card or at a check-free location such as WalmartOur customer paid her recovery fees and past due balance in full, and arrangements were made to release the vehicle to her. When our customers make payments via check, the payments do not always immediately post to their accountsFor this reason, we encourage our customers to contact the DriveTime lease department with their confirmation number whenever a payment is made, especially when the account is past dueThis ensures that Drive Time can attempt to close any recovery efforts that may have been in process. With no new information provided, we are still unable to accommodate our customer’s request have her recovery fees refunded and her payment due date changedWe encourage our customer to contact our Customer Relations department with any additional questions or 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

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns.On July 22, 2014, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when he co-signed for the lease of a Ford ExplorerAll 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.At the time of lease, our customer signed and reviewed the Motor Vehicle Periodic Renewal Lease agreementOn Page 2, under section 6, titled Types and Amounts of Required Insurance Coverage, it states:"You agree to notify us immediately… if you 1) changed your insurance carrier…"In addition, on Page 2, section titled Default, Repossession and Other Remedies, it states:"The following are events of default… (c) You do not maintain required insurance… If you are in default, after waiting any time the law requires, we may… (e)Take (repossess) the vehicle wherever we find it and enter any property where the vehicle may be to do so."On January 23, 2015, DriveTime’s Insurance Service Center received a cancelation notice for our customer’s prior insurance policy, effective September 25, We attempted to call the primary account holder (lessee) of our customer’s account and we sent an email requesting updated proof of insurance.On January 26, 2015, DriveTime made a second attempt to reach out to the lessee on our customers accountAt this time we enabled the buzzer in our customer’s vehicle to notify him that his account was in default.On January 28, 2015, we made a third attempt to call the lessee on our customers accountWe later received a call from the lessee and we informed him of the insurancedefaultWe explained that he had hours to supply us with the proper proof of his new insurance policy.On January 30, 2015, the primary account holder contacted DriveTime to inform us of his new insurance carrierWe advised him that we needed the new policy number and proper proof of insurance documentsWe disabled the buzzer on our customer’s vehicle.On May 12, 2015, we sent a letter to our customer to inform him of the need for proof of insuranceWe have attached a copy of the letter sent for your reference.On June 2, 2015, DriveTime’s Insurance Service Center attempted to contact our customer to request the new policy information and proof of insurance.On July 2, 2015, our Insurance Service Center made an additional attempt to contact the lessee in regards to his insuranceWe activated the buzzer to notify our customer that his account was in default.After no receipt of documentation, we contacted our customer’s new insurance company and they were unable to locate an active insurance policy under the lessee’s nameAll DriveTime lease agreements require the account holder to be listed as the named insured on the active insurance policyThis requirement was provided to our customer in the letter we sent to our customer on May 12, 2015.On July 6, 2015, after no further updates or contact from our customer, the account was assigned for recovery.On July 7, a third party agency recovered our customer’s vehicle due to defaultFollowing the recovery, our customer contacted DriveTime’s corporate offices to inquire about redemptionOur customer provided the documents required as proof of insurance and he paid the $recovery feeWe informed our customer of the recovery agency’s phone number and the hours of operation to proceed with redeeming his vehicleOn July 8, 2015, our customer redeemed the vehicle.DriveTime was unable to provide our customer with an address as our third party recovery agencies often have multiple lots in which they hold vehiclesWe provided our customer with the appropriate contact information in order to make arrangements with the recovery agency directly.On July 15, 2015, we contacted our customer’s insurance carrier regarding our customer’s current insurance policyThey notified us that our customer’s policy had initiated on June 12, 2015, and no policy was in place prior to that timeFrom January 23, through July 7, 2015, DriveTime made multiple attempts to contact our customer and the new insurance carrier to obtain required proof of insuranceThe required documentation was not provided to DriveTime until after the vehicle was recovered.At this time we are unable to accommodate our customer’s requestWe have made several unsuccessful attempts to contact our customer to discuss his concernsOn July 15, 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 himWe encourage our customer to contact our Customer Relations department at ###-###-####, to discuss his concerns.We apologize for any confusion or inconvenience this may have causedAs 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,*** *.DriveTimeCustomer Relations