DriveTime

(Please see attached for full response)As our customer stated within his correspondence, Bridgecrest does not offer refinancing options. Although we appreciate our customer’s business and on-time payment history, we are unable to adjust loan terms for him. We understand our customer has attempted to...

seek refinancing through a third party and encourage him to continue to do so if he wishes to adjust his loan terms. Our customers may also take advantage of our Champ program once the remaining principal balance is at, or below, $4,500.00 and they have successfully paid into the loan for a minimum of twelve months. Our Champ program allows our customer to return the vehicle to DriveTime and purchase a new vehicle with us while taking advantage of benefits that include: monetary assistance towards negative equity, reduced down payments, and percentage reductions on interest rates. On July 11, 2017, DriveTime reached out to our customer to address their concerns. Our customer inquired the payoff, which was provided. DriveTime additionally explained the Champ program as mentioned previously and advised we are unable to accommodate the request to refinance the loan. DriveTime offered to review any out-of-pocket repair receipts for possible assistance options. Our customer understood and the call was ended.   We appreciate our customer providing us feedback regarding his dealership experience and have since provided it to the appropriate departments. Should our customer have any future mechanical concerns with his vehicle, we encourage him to take it to an INRF for a diagnostic and have a claim filed with Aeverex.

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 rejected because they keep saying that no claim was put in for the grill and I told the shop about the grill on my initial first visited and every time after that and they kept saying that the claim isn't covered or they put it in but they have yet to fix it they but some zip ties to secure it from hanging and plus the [redacted] keep making a squeak sound it some like a old rusty rocking chair or rusty door and the shop said it's from the rusted under the undercarriage and there's nothing they can do about it I want a resolution something knock off the [redacted] or those things fixed. 
Regards,
[redacted]

July 31, 2014 [redacted] Revdex.com [redacted]
[redacted] Re: Complaint #[redacted] Dear Ms.[redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our third party’s concerns. A potential customer may go online to www.DriveTime.com to begin an approval process. They are required to provide the following information: ? Name ? Phone number ? Zip code ? Address ? Email address ? Monthly income ? Social security number ? Birthdate Once the online process is complete, a pre-approval page is sent via e-mail, text, mail, and/or phone. The approval process is not complete until the potential customer visits a DriveTime dealership and fills out an application authorizing DriveTime to pull their credit. A potential customer must also provide proof of income, proof of residence, driver’s license, etc…After carefully researching our third party’s concerns, we found that a potential customer entered their phone incorrectly. We have removed our third party’s phone number form our system. Our third party should not receive future phone calls or text messages. 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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On March 5, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2009 BMW 5 Series. Our customer’s vehicle came...

with a 30 day/1,500 mile DriveCare Limited Warranty, administered by Aeverex. Our customer also opted to purchase a 5 year/50,000 mile Vehicle Service Contract, also administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract, Limited Warranty Agreement, and Vehicle Service Contract for your reference. On March 11, 2015, our customer contacted Aeverex and expressed concerns about a loud noise coming from the vehicle when turning. Aeverex authorized our customer to take the vehicle to an out-of-network repair facility. On March 12, 2015, a repair facility filed a claim with Aeverex for the struts, brake pads, and rotors. Aeverex requested a third-party inspector be sent to the repair facility to verify and document the failures on these parts. On March 13, 2015, the third-party inspector contacted Aeverex and advised there were no failures or abnormalities demonstrated with the struts, brake pads, and rotors at this time. Aeverex approved the diagnostic fee under the terms of the DriveCare Limited Warranty, but all repairs were denied due to no documented failures. All DriveTime vehicles are thoroughly inspected at our DriveTime inspection centers prior to sale. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no need to replace it. On the “Customer Delivery Checklist” under Important Reminder, it is stated:“Our focus of the multi-point inspection is primarily the safety and reliability of your vehicle…Please insure you are comfortable with the condition of the vehicle prior to purchasing.”Additionally, on the “Customer Delivery Checklist” under Maintenance Items, it is stated:“…These maintenance items are subject to replacement only upon failure of the component...”At the time of sale, our customer signed and dated the “Customer Delivery Checklist.” Attached you will the Customer Delivery Checklist for your review.We have made several unsuccessful attempts to contact our customer to discuss her concerns. On April 3, 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 ###-###-####.At this time, we are unable to accommodate our customer’s request to replace the brake pads and struts on the vehicle. 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,DriveTimeCustomer 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.
The reason we have rejected the business response is because they stated that after they gave us a $100 credit to apply towards our first payment that we were satisfied with that resolution. We are not satisfied with it at all! This was the only resolution offered to us. After speaking with the general manager at the drive time location, we were told we either take the $100 credit or return the vehicle and it would be a voluntary repossession. We had to take the credit because it was our only option. We don't want this vehicle nor do we want to do business with drive time at all at this point. 
Regards,
[redacted]

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 was never given the opportunity to take over payments on the vehicle. I should have never been placed on the do not call list. I did not authorize nor did the cosigner authorize this action on my account. Any changes made to my information need to be verified with myself or the cosigner such as verifying social security numbers or pre-selected security questions. I am not at fault. This is negligence due to identity fraud that should have been verified by the drivetime associate who made this mistake.  
Regards,
[redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns.  On October 10, 2013, our customer contacted Aeverex and stated that he had concerns with his driver’s side window and the vehicle’s rear window defroster. Aeverex referred our customer to AAMCO of West Palm Beach and informed our customer to have the repair facility contact them to initiate a claim.To date, no new claims have been filed through Aeverex. We encourage our customer to take the vehicle to an in-network repair facility to be diagnosed. The repair facility can contact Aeverex at ###-###-#### to initiate a claim and review what repairs would be covered under the Vehicle Service Contract. Any non-covered repairs may qualify for possible assistance.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, it is not replaced.At this time, we are unable to accommodate our customer’s request to take his vehicle back. We have received our customer’s invoice for the repairs completed on the rotors, brake pads, A/C evaporation flush, and the labor to clean the carpets due to flooding. We have reviewed the receipt our customer submitted and are willing to credit our customer’s account for half of the total cost he paid out of pocket for repairs. The total credit amount would be $356.77.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,[redacted] ** DriveTimeCustomer Relations

May 18, 2015 [redacted]  [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On January 10, 2015, our...

customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2007 Ford Explorer. Attached is the Simple Interest Retail Installment Contract for your reference.  At the time of purchase, our customer signed and reviewed the Vehicle Service Contract. On page 7, under subsection How This Contract May Be Cancelled Including Refunds and Charges it states:            “In states where cancellation is available, you may receive a Partial Refund… Upon your cancellation, provider will, through Administrator, provide your refund within the Refund Period.”Additionally, on Page 5, under subsection Definitions it explains: “’Refund period’ means forty-five days from the date of Administrator’s receipt of your cancellation notice.”Attached you will find the Vehicle Service Contract for your reference.On April 17, 2015, our customer contacted DriveTime requesting to cancel his ancillary products. We submitted the cancellation for our customer’s SkyLink service, and referred him to Aeverex to cancel the Vehicle Service Contract and GAP coverage.On May 13, 2015, we reached out to our customer to discuss his concerns. We informed him that the process of cancelling ancillary products can generally take 30 days or more to complete. Later that day, May 13, 2015, the refund for the Vehicle Service Contract and GAP were applied to the principal balance of our customer’s account for a total refund of $3209.88.At this time DriveTime is awaiting the refund for our customer’s SkyLink service to complete his request. We have been informed this final refund of $441.32 is expected to post to the account within a week.We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has mailed a $25.00 American Express gift card to our customer’s address 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 [redacted]DriveTimeCustomer Relations

November 16, 2015RevDex.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
customer’s concerns. On September 30,
2015, our customer entered...

into a Simple Interest Retail Installment Contract
with DriveTime when he purchased a 2012 Ford Fusion. Attached you will
find the Simple Interest
Retail Installment Contract for your reference. Our Champ
Program allows our customers to trade in their vehicle with typically no money
down and possible lower APR. Our customers qualify for this program when their
remaining balance is $4,500 or less and payments have been made on time.At the time of sale, DriveTime completed an Income Calculator report to
verify our customer’s income and align their payment due dates with their pay
dates. Attached are the Income Calculator and Customer Payment Schedule for
your review. On that same
day, our customer enrolled in Auto Pay. DriveTime’s Auto Pay option allows our
customers to have their payments automatically withdrawn on specified dates in
order to avoid late payments or fees. In order to cease this automatic
withdrawal, DriveTime must be notified 48 hours prior to the next scheduled
payment. On November 3, 2015, our customer contacted DriveTime and stated that
his payment due dates should have been placed on a bi-weekly schedule and not a
semi-monthly schedule. Our customer was advised that DriveTime would make an
exception and process the frequency change request after the payment due on
November 4, 2015 had posted. DriveTime advised our customer that he is enrolled
in Auto Pay and the payment due on November 4, 2015 could not be stopped from
drafting as we require a 48 hour notice to cease automatic withdrawals. Our
customer was advised to contact DriveTime on November 5, 2015 to process the
frequency change request. On November 9, 2015, DriveTime contacted our customer and advised him
that we would process the frequency modification request. Our customer was
advised that the modification request would need to go through an approval
process and he would be contacted by DriveTime at a later date to complete the
request. Our customer understood and expressed satisfaction with this
resolution.On November 12, 2015, DriveTime received our customer’s signed
frequency modification request documents via facsimile. Currently, our customer’s frequency modification is pending
finalization. DriveTime would like to make an exception and credit our
customer’s account one semi-monthly payment in the amount of $233.11 for any
inconvenience this may have caused. DriveTime has put in place set standards of service and support to
ensure our customer’s receive quality interactions with all DriveTime
representative. We strive to make each customer’s experience both rewarding and
pleasant while ensuring that every customer is treated with the utmost
respect.  We have thoroughly investigated these specific concerns and
have taken appropriate action to ensure DriveTime policies and procedures are
followed by our loan-servicing department.We apologize for
any confusion or inconvenience this matter may have caused. If our customer has
any additional concerns, we encourage him to contact our Customer Relations
department at 800-965-8043. DriveTime
thanks the Revdex.com for their ongoing support. Should you have
any questions or concerns, please contact us by calling us at 800-965-8043. Sincerely, Diana C.DriveTime Customer Relations

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 July 5, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2009 Dodge Grand...

Caravan. Attached you will find the Simple Interest Retail Installment Contract for your reference.In October 2014, DriveTime temporarily ceased credit reporting to all three major credit bureau agencies. This cease was due to required system enhancements taking place in the manner DriveTime reports to the credit bureaus. We have completed the necessary updates with Experian and Equifax, and they have uploaded our customers’ account information for public viewing. We anticipate the enhancements with TransUnion to be completed within 30-60 days.We understand the importance of building and maintaining a credit score. We also understand the importance of accurately reporting credit activity and that is why DriveTime has made the effort to complete these system enhancements.After a recent extensive review, we determined that there were serious questions about the ability to report bankruptcy accounts accurately. As a result, we were temporarily unable to report accounts with previously filed bankruptcies, in order to ensure no inaccurate reporting occurred. This change was also required to ensure DriveTime was in compliance with the Fair Credit Reporting Act.At this time, DriveTime has found a resolution to report accurately for accounts that have had a previously dismissed or discharged bankruptcy. We have submitted for reinstatement our customer’s trade line and this update should reflect on our customer’s credit reporting within 30-60 days.On July 9, 2015, DriveTime’s Customer Relations Department reached out to our customer to advise him of the abovementioned information. Our customer stated the cease in reporting resulted in a higher interest rate on a vehicle he recentlypurchased. In regards to the inconvenience, our customer requested DriveTime to accept return of his vehicle and forgive the remaining balance of loan. We advised our customer that we were resolving the credit reporting concern and waiving his deficiency balance would not be an option if he chose to return his vehicle.On July 10, 2015, we submitted for reinstatement of our customer’s trade line. This update should reflect on our customer’s credit reporting within 30-60 days. At this time, we are unable to accommodate our customer’s request for DriveTime to waive the remaining principal balance of $15,198.87 if the vehicle is returned.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

July 12, 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 potential customer’s concerns. On July 12, 2016, DriveTime spoke with our potential customer to address his concerns.  He was concerned that the inventory was limited and he was not given a selection of vehicles to potentially lease. Our potential customer was informed that DriveTime’s inventory is constantly changing, and vehicle selection may be limited for a consumer based on their qualifications, and the inventory DriveTime currently has available. DriveTime has encouraged our potential customer to explore purchasing or leasing a vehicle with us in the future. 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]

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On April 3, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2009 Toyota Corolla. Attached you will find the Simple...

Interest Retail Installment Contract for your reference.DriveTime’s finance approval process is subject to several factors: down payment, income level, credit score, etc. We encourage all our customers thoroughly review all aspects of their finance agreement before signing the contract.Our customer’s description of DriveTime’s actions in her correspondence is not within DriveTime’s business practices. Prior to purchasing a vehicle, DriveTime obtains a customer’s credit score as it is reported with Experian, one of the three major credit bureaus. In the document titled, Your Credit Score and the Price You Pay for Credit, under "Checking Your Credit Report," it states:"You have a right to dispute any inaccurate information in your credit report. If you find mistakes on your credit report, contact the consumer reporting agency. It is a good idea to check your credit report to make sure the information it contains is accurate."Included you will find this Credit Report document for your reference.DriveTime offers a 60 Day Contract Rate Buy Down, for all finance customers. This Interest Rate Buy Down allows our customers the option to place extra money down within the first sixty days of purchase. This benefit allows our customers the opportunity to lower their interest rate and adjust their payment amounts or the length of their loan. The details of the Interest Rate Buy Down is included in our customer’s Simple Interest Retail Installment Contract.At the time of sale, our customers agreed to make 64 monthly payments of $340 and 1 final payment of $339.99, with an annual percentage rate of 20.823%. The payment terms were set to begin May 05, 2015 with a maturity date of September 5, 2020.On April 30, 2015, three business days before their upcoming monthly payment, our customer submitted a payment of $2,500 to be applied towards the Interest Rate Buy Down.On May 2, 2015, our customer called DriveTime to ensure that her $2,500 payment would be applied as an Interest Rate Buy Down. We advised our customer that we would need to submit a payment correction which would take 1-3 business days to complete.On May 5, 2015, a payment of $340 became due on our customer’s account. At this time our customer’s Interest Rate Buy Down process had not been completed. We contacted our customer to advise her that she would need to make her payment before we could proceed with the Interest Rate Buy Down.On May 8, 2015, we mailed our customer a letter informing her of the new terms of her contract after the Interest Rate Buy Down had been applied. Included you will find a copy of this letter for your reference.After the Interest Rate Buy Down was applied, our customers new terms reflected 62 monthly payments of $245.52 and 1 final payment of $245.15 with an annual percentage rate of 15.823%. The first payment of her new terms was set for June 5, 2015 with the same initial maturity date of September 5, 2020.On May 29, 2015, our customer contacted DriveTime to inquire about transferring $100 from her $340 payment made May 5th to apply it to her June 5th payment. We informed her that because her Interest Rate Buy Down had not applied prior to her May 5th payment, the payments made to date were accurate, and there was no money available to transfer.On June 4, 2015, our customer contacted DriveTime Customer Service to readdress her question from May 29, 2015. We informed our customer that we would look into the matter further and review the possibility of a payment correction for the $100 difference.On June 8, 2015, DriveTime’s Customer Relations Department called our customer to address her concerns. We reiterated that a payment correction was not possible as her payments made to date were accurate. After reviewing the history of our customer’s concerns, she requested a credit of $100 be applied to her account.On June 9, 2015, DriveTime’s Customer Relations Department attempted to contact our customer to speak with her in regards to her request to credit her account $100. DriveTime has agreed to apply a goodwill credit of $100 to our customer’s account. We encourage our customer to contact DriveTime’s Customer Relations Department at ###-###-#### for any additional questions regarding this matter.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

(Please see attached for full response)As discussed in the previous response, DriveTime and Experian AutoCheck are not affiliated companies. DriveTime has no jurisdiction over what is and what is not reported by Experian. Experian is a private third-party company that uses government and private business sources to create a report of a vehicle’s history. Information reported may differ from other private third-party reports, such as CarFax, depending on the sources used to obtain information.  On September 14, 2017, DriveTime spoke with our customer and requested that, in addition to the [redacted] report, he provide any corresponding police, Department of Motor Vehicles, or insurance reports for review. Once any additional documentation is received, we will review for any possible assistance options.  On September 25, 2017, our customer provided the [redacted] report. On March 25, 2015, there is a damage report. These reports can indicate damage to the front end due to minor accidents or non-accident related damage, such as a broken windshield. We request our customer submit the remaining documentation by September 29, 2017, otherwise we will consider this matter resolved.

On June 11, 2016, our customer contacted DriveTime and inquired into the possibility of exchanging the vehicle. We advised that we were willing to exchange the vehicle, rescind his current Contract, and enter into a new Simple Interest Retail Installment Contract with him. Additionally, we informed our customer that the exchange would require no additional down payment and that he would be transferred into a comparable vehicle. Our customer stated that he would consider our offer and contact us once he had finalized his decision.   On June 13, 2016, our customer contacted DriveTime and declined the abovementioned offer; furthermore, he requested that DriveTime allow him to return the vehicle and issue a full refund of all monies paid into the loan. We advised that we would be unable to accommodate this request, as our customer had indicated that the vehicle was operational after having the TCM repairs completed through the OEM. Alternately, we offered to accommodate our customer’s request to return the vehicle, rescind his Contract, and delete his trade-line. However, our customer declined this offer, as well.  Please see the attached PDF for the full response.

January 22, 2016Revdex.comPh. (602) 264-5299Fax (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 address our customer’s concerns.On April 8, 2013, our customer entered into a...

Simple Interest Retail Installment Contract with DriveTime when she purchased a 2006 Lincoln Zephyr. Included with the vehicle was a 5 year/50,000 mile Limited Warranty, administered by [redacted]. Attached you will find the Simple Interest Retail Installment and Limited Warranty for your reference. At the time of sale our customer was provided with an Experian Autocheck Report. This report contains information on reported accidents, possible title and odometer concerns, and vehicle use information. The report provided to our customer at the time of sale disclosed that the vehicle had been involved in two reported accidents. Attached you will find a copy of this report for your review. Our customer signed and acknowledged the Experian Autocheck Report.On October 22, 2015, our customer contacted DriveTime and [redacted] to advise she was experiencing a knocking noise and an oil leak. DriveTime advised that we needed a repair facility to call in a diagnostic to [redacted], and that we would be able to review for possible assistance if the issues reported were not covered by the Limited Warranty.On October 27, 2015, [redacted] Total Car Care contacted [redacted] and advised that the vehicle required an engine replacement. [redacted] requested an independent inspection to verify the faults reported by [redacted].On October 29, 2015, the inspector filed a report recommending that the engine be replaced.On November 3, 2015, [redacted] approved the replacement of the engine at a cost of $2,207.90. (CONTINUED…FULL RESPONSE SUBMITTED TO Revdex.com)

Please see the attached PDF for our full response.January 20, 2017  Revdex.comATTN: Jasmine HillPh. ###-###-####Fax ###-###-####  Re: Complaint # 11889529 Dear Ms. Hill,  Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. On January 9, 2017, our customer contacted DriveTime regarding the vehicle’s title. We advised that we currently were unable to provide her with an estimated time of delivery for her title. Our customer indicated that the Department of Motor Vehicles (DMV) suggested that DriveTime could provide her with a lien release letter. A lien release is when the holder of a lien, lifts or waives the lien, rendering the property free for purchase. In this case, a lien release allows our customer to remove the lien holders name from the title and add theirs. We advised our customer that would review that option and follow-up with her.  That same day, our customer contacted DriveTime regarding compensation. We advised that a $50.00 gift card would be sent to the address our customer provided and we would review additional options for compensation.   On January 16, 2017, DriveTime attempted to contact our customer to advised that unlike financed vehicles, leased vehicles’ titles do not have a lien holder. In fact, DriveTime is listed as the owner of the vehicle on the title. To transfer the title to our customer, an original or duplicate title would be required. Therefore, a lien release letter would not adequately assist our customer with resolving this matter.  On January 20, 2017, DriveTime obtained the duplicate title from the Virginia DMV. We came to an amicable resolution with our customer to refund $2,000.00. Our customer will be required to sign a Full Settlement and Release of Claims if she chooses to take advantage of this offer. This settlement offer is good until January 27, 2017.

Thank you for bringing this matter to our attention. We 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 support. DriveTime strives to make each customer’s experience both rewarding and pleasant, while ensuring that every customer is treated with the utmost respect. All DriveTime vehicles are thoroughly inspected at our DriveTime inspection centers prior to sale. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no need to replace it. At the time of sale, our customer signed a Vehicle Delivery Checklist. On this document under “Important Reminder,” it is stated:“Our focus in the multi-point inspection is primarily the safety and reliability of your vehicle. …Please ensure you are comfortable with the condition of the vehicle prior to leasing.”Additionally, on the Vehicle Delivery Checklist under “Maintenance Items,” it is stated:“These maintenance items are subject to replacement only upon failure of the component.”On June 8, 2015, our customer contacted Aeverex with concerns about a loud noise when braking. Aeverex referred our customer to an in-network repair facility to have the vehicle diagnosed. On June 9, 2015, an in-network repair facility filed a claim with Aeverex for the left-front lower control arms, left-front tie rod end, alignment, and steering diagnosis. Aeverex approved all repairs and diagnostic fees in full under the terms of the Drivers Seat Limited Warranty. On June 19, 2015, an in-network repair facility filed a claim with Aeverex for a steering diagnosis and hood prop rod clip. Aeverex approved all repairs and diagnostic fees in full under the terms of the Drivers Seat Limited Warranty. On June 23, 2015, our customer contacted Aeverex about a check-engine light that was on in the vehicle. Aeverex referred our customer to an in-network repair facility to have the vehicle further diagnosed. No claim was filed in regard to this matter. On July 6, 2015, our customer contacted Aeverex about a knocking noise in the vehicle. Aeverex encouraged our customer to take the vehicle to an in-network repair facility to have this issue diagnosed. Our customer contacted DriveTime and advised she did not wish to take the vehicle back to an in-network repair facility. We advised our customer that we would make an exception to waive the diagnostic fee at an out-of-network repair facility as a goodwill gesture. On July 9, 2015, an out-of-network repair facility filed a claim with Aeverex for the struts, control arm shafts and bushings, rotors, brake pads, oil pan, transmission fluid, and valve cover gasket. The repair facility advised that the leaks, struts, and brakes were just preventative maintenance items and were not a safety concern. The estimate for these repairs was sent to DriveTime for review. On July 13, 2015, DriveTime contacted Aeverex and advised we would make an exception to approve all of the above-mentioned repairs except for the struts, which were deemed only to be a noise concern. Our customer was responsible for a $100 deductible, rather than the standard $200 deductible for an out-of-network repair facility. On July 16, 2015, our customer contacted Aeverex with concerns that she was still hearing a knocking noise in the vehicle. Aeverex advised our customer that she could take the vehicle back to the out-of-network repair facility for further diagnosis, and if there was an issue with repairs that had been approved, the work would be warrantied. Between July 27 and July 30, 2015, an out-of-network repair facility filed multiple claims with Aeverex for the front and rear struts, alignment, front brake pads and rotors, and left wheel bearing. The brake pads and wheel bearing were approved under the terms of the Drivers Seat Limited Warranty, but the remaining repairs were not covered. However, DriveTime made an exception to approve all repairs in full, leaving our customer responsible for only a $100 in-network deductible. We spoke to our customer and informed her of this exception; our customer demonstrated satisfaction with the assistance we were able to offer, and we ended our correspondence on amicable terms. 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 10538648, 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]

[redacted]  [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]

On September 23, 2016, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2009 Chevrolet Equinox from DriveTime. The Contract was subsequently assigned to Bridgecrest Acceptance Corporation (Bridgecrest). The vehicle came with a 30-day / 1,500-mile DriveCare...

Limited Warranty and our customer elected to purchase an additional 3-year / 36,000-mile Vehicle Service Contract, both of which are administered by Aeverex. The Contract, DriveCare Limited Warranty, and the Vehicle Service Contract are attached for your reference.On October 13, 2016, our customer contacted Aeverex to express concerns with the steering clicking and transmission issues. Aeverex encouraged her to have a diagnosis completed at an in-network repair facility and provided the contact information for the nearest repair facility. No claims were filed.On May 22, 2017, our customer contacted Aeverex to express concerns with the A/C malfunctioning, loud grinding noise, vehicle jerking, and blinker malfunctioning. Aeverex encouraged her to have a diagnosis completed at an in-network repair facility and provided the contact information for a repair facility.On May 24, 2017, an original equipment manufacturer (OEM) initiated a claim with Aeverex for the front and rear engine mounts, resurfacing of the front brake rotors, and the engine diagnostic fee. Aeverex advised them these components are non-covered under the Vehicle Service Contract and forwarded the estimate to DriveTime for further review.On May 25, 2017, DriveTime spoke with our customer and advised we would approve the front and rear engine mounts, resurfacing of the front brake rotors, and the engine diagnostic fee. We informed our customer she would be responsible for a $200 deductible, per the terms of her Vehicle Service Contract. Our customer accepted our offer of resolution and the approval was submitted to Aeverex for processing. ...(continued on attached)