DriveTime

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. We are unable to assist or contact our customer at this time because she has a discharged Chapter 7 bankruptcy and is only able to work with the specialists in our Bankruptcy department. Our customer can contact our Bankruptcy department at ###-###-#### to make necessary payment arrangements. 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I do not want this truck any more. I still want to stay with drivetime but I want them to put me in a different car, and not have to pay the fees associated. The person who reached out to me from drivetime said they would look into my plates coming in as well. I still have not got a call about my plates and my temp plates expire in 5 days. I am so fed up with this truck. I want a different car. The truck shakes when I turn it on and when it turns off. It also smells as though it is burning and has since day one. I do not want this truck I want drivetime to make this right and put me in a different car in the same class at no charge. 
Regards,
[redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On February 27, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2006 Toyota Corolla. Our customer purchased a 3...

year/36,000 mile Vehicle Service Contract, administrated by Aeverex. Attached you will find the Simple Interest Retail Installment and Vehicle Service Contract for your reference. The actions of our agent described in our customer's correspondence are not typical of DriveTime's set standards of service and support. DriveTime strives to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respect. On December 26, 2014, we contacted our customer and encouraged her to have the vehicle diagnosed and a claim filed with Aeverex. Since our customer informed us that she had cancelled the Vehicle Service Contract, we advised her to provide us with an estimate to review her account for possible assistance. At this time, we are unable to accommodate our customer’s request to return the vehicle and for a full refund of all monies paid. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principal balance. 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

I do not a agree with the information the company provided it stated that I came in on 10/23/15 with the complaint regarding the bumper when thats not true I went in on 10/20/15 as well as constantly called I can provide phone records and of theres cameras in the store they can verify ot as well, when I went into the store on 10/22/15 and spoke with customer service manager [redacted] and he stated that since he spoke with Maaco and my claim was put in on the 5th day that it wouldn't count against me and if I chose to switch vehicles I could and I have plenty of proof and yet the problem have not been fix its been alot of back and forthness between DriveTime to Maaco to Aveerex and til this day I have to still drive in a hazardous vehicle.

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns. We encourage our customer to take the vehicle to a repair facility to be diagnosed. To date, no new claims have been filed through Aeverex to review for further assistance. We encourage our customer to contact our Customer Relations department at ###-###-####, to discuss his concerns. 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

October 23, 2015[redacted]RevDex.comPh.
(602) 212-2235Fax
(602) 798-8279
[redacted]Dear Ms.
Windfield, Thank you for bringing
this matter to our attention. We appreciate the opportunity to address our
customer’s concerns.On August 15, 2015,
our customer...

entered into a Simple Interest Retail Installment Contract with
DriveTime when she purchased a 2009 Jeep Grand Cherokee. Attached you will find
the Simple Interest Retail Installment Contract for your reference.At the time of
sale, our customer agreed to make 54 payments of $453.78 and 1 final payment of
$453.13, beginning September 18, 2015.On August 27,
2015, a credit of $200.00 posted towards our customer’s account as she referred
someone to DriveTime. On September 18,
2015, our customer’s first payment of $453.78 became due on her account. Due to
the credit of $200.00 that had previously posted, our customer had a past due
amount of $253.78. Between September
23, 2015 and October 02, 2015, we made multiple attempts to call our customer
to notify her of the past due status of her account. On October 03,
2015, we contacted our customer to notify her of the status of her account. Our
customer stated she had made a payment utilizing the text-to-pay method. We
advised our customer we had not received that payment and advised her to make
the past due amount as soon as possible. Our customer stated she did not want
to pay the $4.50 processing fee to make a payment over the phone and would
attempt to utilize the text-to-pay once more. Over the next
several days, we continued to make multiple attempts to call our customer to
notify her of the past due status of her account. On October 09,
2015, our customer contacted DriveTime and informed us she has attempted to
utilize the text-to-pay method twice but the payment does not go through. Our
customer stated she would like to make a payment over the phone but the agent
our customer was speaking with was having an unforeseen system issue to take a
payment. The agent attempted to transfer our customer to another representative
to assist with taking a payment over the phone but the call was disconnected
during the transfer.DriveTime
continued efforts to contact our customer to notify her of the status of her
account.On October 13,
2015, an unauthorized third party contacted DriveTime inquiring what happens if
payments could not be received. We informed the unauthorized third party of
various payment methods that could be utilized for our customers. The
unauthorized third party was inquiring if the vehicle was out for repossession.
We advised him we were unable to disclose any account information without
authorization from our customer. When attempting to speak with our customer
regarding the third party on the phone, the call was disconnected.Later that
day, the vehicle was recovered for default due to non-payment. On page 3 of the
Simple Interest Retail Installment Contract under “Default,” it states:“You will be in default if any one of the following occurs
(except as may be prohibited by law): 1. You fail to make any payment due under
this Contract… in full when such payment is due.”In addition it explains:“If you are in default… we may take back (repossess) the
vehicle.”  That same day, our customer contacted DriveTime’s corporate
offices inquiring why her vehicle was recovered when she had attempted multiple
times to make a payment. We informed our customer that it is her responsibility
to ensure a payment is made and received. We advised her of our attempts to
contact her to notify her of the account status and we informed her that in
order to redeem her vehicle, she was responsible for paying her past due
balance of $258.78 and a $325.00 recovery fee within 24 hours. Our customer
attempted to pay the fee and past due balance over the phone using her American
Express card. We informed our customer the third party vendor that is utilized
to process payments over the phone does not accept American Express cards. Our
customer attempted to use a secondary card that we were unable to process as
well. Although our customer attempted to make a payment while the
recovery agent was with her and the vehicle was not yet towed, she was still
responsible to pay the fee of $325.00 as DriveTime would still be charged by
the tow vendor. Once the vehicle is recovered, the vendor also charges
customers a storage fee of $125.00.Our customer was able to make the payment of $583.78 by the
end of the day and redeemed her vehicle. We have made several unsuccessful attempts to contact our
customer to discuss her concerns. At this time, Drivetime is willing to make a
one-time exception to split the cost of the recovery fee and reimburse our
customer $162.50.If our customer would like to accept this offer, we
encourage her to contact our Customer Relations Department at [redacted]. We
apologize for any confusion or inconvenience this matter may have caused. DriveTime
thanks the Revdex.com for their ongoing support. Should you have
any questions or concerns, please contact us by calling us at [redacted]. Sincerely, DriveTime Customer
Relations

For full response, please see attached. On July 25, 2015, our customer’s account fell past due and has not since been brought current. When an account falls past due, Bridgecrest makes daily attempts to reach our customer within applicable state and federal laws. We have reviewed our customer’s...

account and have determined it has been handled in accordance with DriveTime policies and procedures.   On October 21, 2015, as the account was 88 days past due with no payments received, the vehicle was assigned for recovery and was successfully recovered the following day. Subsequently, the vehicle was sold at auction and the sale proceeds were applied to the remaining account balance. A letter was sent to our customer on December 23, 2015, informing her of the deficiency amount owed on the account and is attached for your review.   On February 26, 2016, we provided our customer a settlement offer for the remaining deficiency on the loan. We agreed to settle the total amount owed $10,989.93 for 25% of the debt $2,747.48. We explained if this amount was satisfied by May 25, 2016, we would update our customer’s trade line to a “Settled” status. No payment was received.   We are saddened to hear about the unfortunate circumstances surrounding our customer’s situation. As a goodwill gesture, DriveTime is willing to extend an additional offer to settle the remaining balance for 15% of the total amount owed. Should our customer wish to take advantage of this offer, we request she remit payment to DriveTime in the amount of $1,840.00 no later than August 24, 2017. Once the payment has been satisfied, we will update our customer’s trade line to a status of “Settled- Charge Off”. At this time, we have made three unsuccessful attempts to reach our customer. Should our customer have any questions regarding this offer, we encourage her to contact our Customer Relations department at [redacted].

On April 29, 2016, our customer entered into a Lease Agreement when she leased a 2007 Honda Odyssey from DriveTime. The vehicle came with a Drivers Seat Limited Warranty (Warranty), administered by Aeverex. On August 25, 2017 a claim was initiated for an engine replacement. The repair facility...

advised the engine failed due to a blown head gasket. They further explained that the radiator was leaking coolant and there were potential transmission concerns that would need to be diagnosed at a repair facility who specializes with transmissions following the engine repair. It is required that in order for the Warranty to remain in force, the customer must properly operate, care for and maintain the vehicle as recommended by the vehicle’s manufacturer. The Warranty also requires the customer keep and make available verifiable signed service/purchase receipts, which show that this maintenance had been performed within the time and mileage limits required.  In addition, the Warranty includes a Maintenance Program which pays for oil changes that should be performed every 4,000 miles at no expense to our customer. Our customer leased the vehicle with 138,849 miles at the date of lease.  Throughout the time our customer was operating the vehicle, she drove 78,360 miles as of August 25, 2017, which would have resulted in the need for a minimum of 19 oil changes. Aeverex reviewed our customer’s maintenance history and found there were only four oil changes documented as completed since the time of lease.  Here is a list of our customer’s oil changes with the odometer reading at time of service:• June 2016 – 144,686 miles• December 2016 – 170,196 miles• April 2017 – 192,274 miles• July 2017 – 212,142 milesAfter review of the documented oil change records, Aeverex determined that our customer would need to supply at least four additional oil change receipts to show reasonable routine maintenance was attempted....(continued on attached)

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. On February 5, 2015, our customer entered into a Closed End Motor Vehicle Lease with DriveTime, when she leased a 2006 Ford Fusion. Included you will find the...

Closed End Motor Vehicle Lease agreement for your reference.Our customer’s payment schedule is determined by the proof of income provided at the time of lease. Our customer agreed to make 30 bi-weekly payments, beginning on February 26, 2015.The term of our lease program is designed for a specific amount of time, for this reason we are unable to process any modifications through the life of the lease. DriveTime’s Closed End Motor Vehicle Lease program allows our customers to return the vehicle and cancel the lease, anytime, with no penalties or refund. On August 14, 2015, the vehicle was repossessed due to nonpayment.  On August 19, 2015, we contacted our customer and reached an amicable resolution. DriveTime has agreed to waive any repossession fees and re-contract our customer with her correct payment schedule. Our customer agrees to pay any past due balance.  DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,DriveTimeCustomer Relations

Re: Complaint # [redacted] Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address the non-customer’s concerns. On February 16, 2015, the co-signer on the non-customer’s previous loan, which had been financed by Santander, traded...

their vehicle to DriveTime as collateral on a new DriveTime loan. In exchange, we agreed to pay off the non-customer’s previous loan with Santander. On March 17, 2015, a check was created and sent to Santander to clear the current lien against the vehicle. We have since received the title to the vehicle from Santander and now consider the transaction complete. On July 22, 2015, we contacted the non-customer and attempted to address his concerns. We advised the non-customer that it is general industry practice for a customer to be responsible for the payments toward their loan until the vehicle in question is paid off. We referred the non-customer back to Santander to discuss his credit reporting issues, and advised him he is welcome to share this response with Santander or the credit bureaus as he deems necessary. However, DriveTime is unable to become involved in the credit reporting of other organizations. We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, we have mailed $25.00 American Express gift card to the address provided. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [redacted].DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns.
On August 19, 2014, we made an exception to cover four tires and an oil change.
On August 23, 2014, a $25 credit was applied to our customer’s account. Our customer’s account is currently showing a credit balance of $37.
On September 19, 2014, we referred our customer to [redacted] for possible transmission repairs.
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted].
 
Sincerely,
[redacted]
DriveTime
Customer Relations

August 29, 2016   Revdex.com [redacted]
[redacted]   Re: Complaint [redacted]   To Whom It May Concern:   Thank you for bringing this matter to our attention. We appreciate the opportunity to address our potential customer’s concerns.   On July...

30, 2016, our potential customer paid $200.00 to place a vehicle on layaway at our Charleston location.   On August 1, 2016, our potential customer decided to cancel her layaway. At that time, our potential customer was advised that a refund check would take approximately 7 to 10 business days to arrive.   On or about August 8, 2016, our potential customer began contacting our dealership for information regarding their refund. Our dealership began working with our internal Accounts Payable department to determine the status of our potential customer’s refund.   Our Accounts Payable team determined that the check had been delayed due to an indeterminate system error. DriveTime sincerely apologizes for any inconvenience this delay caused our potential customer.   On August 25, 2016, our dealership contacted our potential customer to provide a FedEx tracking number for the refund check.   On August 26, 2016, our potential customer’s refund was delivered to the address she provided to us via FedEx Overnight delivery. FULL RESPONSE ATTACHED

September 16, 2016   Revdex.com Ph. (602) 212-2232 Fax (602) 263-0997    Re: Complaint # [redacted]   To Whom It May Concern:   Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. On September 11, 2016, our customer provided DriveTime with a paid receipt for her out of pocket repairs of the Totally Integrated Power Module (TIPM) totaling $514.36. On September 12, 2016, DriveTime spoke with our customer to address the receipts we had received. DriveTime provided a goodwill gesture to our customer to reimburse half of the total amount of the repairs totaling $257.18. In addition, we agreed to reimburse the $100.00 deductible she paid for on her last approved repair claim through Aeverex. The total amount of the reimbursement DriveTime provided to our customer was $357.18. If our customer happens to have any additional vehicle repairs, we encourage her to utilize Aeverex to service her Vehicle Service Contract. In the event there is a non-covered repair, we welcome our customer to contact our Customer Relations department at 800-965-8043 for further assistance. We apologize for any confusion or inconvenience this matter may have caused. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted]   Sincerely,   Jeremy R. Customer Relations DriveTime

December 28, 2015Revdex.comRe: Complaint # [redacted]Ms. Hill, We appreciate the opportunity to address our customer’s concerns.On January 3, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2007 Jeep Compass. Attached you...

will find the Simple Interest Retail Installment Contract for your reference. When our customer’s accounts become delinquent, DriveTime makes regular attempts to contact our customer to cue the delinquency balance. While speaking with our loan advisors, our customer is able to set payment arrangements on the account. If these arrangements are made and kept, efforts to contact our customer cease. On June 5, 2015, our customer contacted DriveTime to set up payment arrangements on his account. At that time, our customer agreed to make a payment of $ 265.00 on July 3, 2015 and an additional payment of $333.00 of July 15, 2015. If these arrangements were kept, the account would then reflect as current. On July 3, 2015, our customer made a partial payment of $154.72, which did not meet the amount that was previously agreed upon. On July 17, 2015, a payment of $223.00 was received. This payment amount did not clear our customer delinquency balance and the account remained past due. From that point in time, our customer made multiple attempts to set arrangements to bring the account to a current status. Not all of the arrangements were met, causing the account to become further past due. On December 26, 2015, DriveTime contacted our customer to reach an amicable resolution. DriveTime agreed to provide our customer with a two payment deferment on the account. This allowed two payments to be placed on the end of the loan and as a result, bring the account to a current status. As an additional good-will gesture, DriveTime has applied a $25 credit towards our customer’s principal balance. Sincerely, DriveTime Customer Relations

On June 27, 2016, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2012 Chevrolet Captiva Sport. The vehicle came with a 30-day / 1,500-mile DriveCare Limited Warranty, administered by Aeverex. Our customer opted to purchase an additional...

5-year / 50,000-mile Vehicle Service Contract, also administered by Aeverex. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. Attached will be the Simple Interest Retail Installment Contract, the Vehicle Service Contract, and the DriveCare Limited Warranty for your reference.   On July 25, 2016, our customer contacted Aeverex to express concerns with the vehicle stalling while driving. Aeverex encouraged her to have a diagnosis completed at an in-network repair facility. That same day, our customer asked Bridgecrest if they disable vehicles. They informed her that they do not disable vehicles. They encouraged her to have the vehicle diagnosed if she is experiencing mechanical concerns.   At this time, we have not been able to reach our customer. We are willing to review options of possible assistance but require a diagnosis to be completed at an in-network repair facility. We will continue our efforts to reach her until we agree to an amicable resolution.   We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, DriveTime has credited our customer’s account balance $25.00.

[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 [redacted] and find that this...

resolution would be satisfactory to me: returning half of my down payment, and reporting to the credit bureaus that this debt has been resolved amicably, not charged off.Any damage to the vehicle will not be assessed against me, and Drivetime herein agrees to receive the car with a blown engine, as Ford has already diagnosed. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
[redacted]

Re: Complaint # [redacted]Dear Ms. [redacted],Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concernsOn October 1, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2007 Toyota...

Camry. Our customer opted to purchase a 5 year/50,000 mile Vehicle Service Contract (VSC), administered by Aeverex. Attached 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 centers. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no need to replace it. Page one of the included Customer Delivery Checklist under Important Reminder, states:"Our focus of the multi-point inspection is primarily the safety and reliability of your vehicle…Please insure you are comfortable with the condition of the vehicle prior to purchasing."Additionally, on page one of the Customer Delivery Checklist under Maintenance Items, states:"…Maintenance items are subject to replacement only upon failure of the component. After sale, these routine maintenance items are the responsibility of the vehicle owner..."At the time of purchase, our customer signed and reviewed the Vehicle Service Contract, which states, under subtitle Exclusion-What this Vehicle Service Contract Does not Cover:"All parts not specifically listed as Covered Parts are not covered under this contract. These include but are not limited to… batteries, battery cables…"On July 23, 2015, our customer contacted Aeverex regarding her battery concerns. She inquired if they could cover a piece that had fallen off the battery. Aeverex advised her the item was not covered under the VSC.At this time, we are unable to accommodate our customer’s request for DriveTime to assist with her battery repair/replacement. We have made several unsuccessful attempts to contact our customer to discuss her concerns. On July 29, 2015, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform our customer of our attempts to reach out to her. We encourage our customer to contact our Customer Relations Department at ###-###-####, to better address her concerns.We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has applied $25 to our customer’s principal balance.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,[redacted].DriveTime Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]  I've provided the requested information (attached) via FAX to Drivetime as instructed.  A fax confirmation was received on 29 May 2016 at 11:50 am eastern.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On July 05, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2004 Honda CR-V. Included you will find a copy of...

the Simple Interest Retail Installment Contract for your reference. At the time of sale, our customers are provided with the Retail Purchase Agreement. On page one (1) under the section Vehicle Return Program in paragraph one (1) it states the following:"We will give you the ability to return the Vehicle to DriveTime and terminate this retail purchase agreement so long as you return the Vehicle: 1) To the DriveTime dealership where you purchased it within five (5) calendar days (excluding the date of purchase, Sundays, and days DriveTime is closed for holidays, no later than the close of business on the fifth calendar day…..4)Having driven it no more than 300 miles; 5) Without damage or having been in an accident; and 6) if the vehicle is driven more than 300 miles, DriveTime may either refuse to accept the vehicle back or at DriveTime’s election may charge and you will pay $1.00 per mile for each mile the Vehicle was driven over 300 miles". In paragraph two (2) it states the following:"Required fees will be deducted from my down payment refund. If I paid my down payment by check or debit card, you will pay me and/or return my trade in by the earlier of )a_ when I provide evidence to you the check or debit transacation cleared or (b) 15 business days after my purchase of the vehicle."On July 08, 2014, our customer utilized the vehicle return program and returned the vehicle to the dealership location he purchased from. Although our customer was within the five (5) day return period, he exceeded the 300 mile limitation by 430 miles. Our customer was charged $1.00 per mile for the excessive mileage and this fee was deducted from his down payment refund. Our down payment refund process typically takes 15 business days to complete; once we receive confirmation of the payment clearing our customers bank account we refund the down payment.Our customer’s refund was mailed via overnight mail on July 31, 2014 to the dealership location our customer purchased from.On August 1, 2014, we contacted our customer regarding his concerns. Our customer advised us he was unavaible to talk at the time, but would contact us at a later time. Later that day, our customer contacted us to discuss his down payment refund. We informed our customer that the refund was mailed via overnight mail to the dealership location he purchased from.On August 5, 2014, we attempted to contact our customer to confirm he received his down payment refund, however his phone number had been disconnected.On August 7, 2014, our customer visited the dealership location he purchased from and received his refund. At this time, we have reached an amicable resolution.As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s account. 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