DriveTime

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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] the response and documents submitted by drive time have nothing to do with the extended warranty. We are addressing the attached documents which states a multipoint inspection was done however the vehicle displays the opposite. Basic safety issues such as brakes and now tires are one of the basic and most essential areas of inspection in which drive time obviously made false statements regarding the safety of the vehicle. We have tried to contact Justin Murrick on sever occasions. The latest being sept 14 2015 at 9:00 am. We were told mr [redacted] was not in until later and would return the call within a few hours. It is now 2:44 pm pacific time and we have still not heard from him

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.
This is Drive Time's 2nd attempt to close out my case without resolution. First I received a certified letter in the mail which stated if I didn't contact them by the next following day they would close out my case as resolved without any contact with me. So I did contact them by phone and spoke to [redacted] who wanted me to take the vehicle to another repair shop. I explained to [redacted] that I just got my vehicle out of a repair shop. Sent her copies of 4 different receipts which I had the car repaired. Then was told take it to another shop for a diagnostics. Not sure why since the car was just repaired and the issue has nothing to do with the engine. I have attempted to contact [redacted] for an entire week and left her messages and still have not received a callback from her. Only to recieve this email from Revdex.com stated she is again trying to close my case without resolution. Absolutely Unacceptable. 
Regards,
[redacted]

October 22, 2015   Revdex.com Ph. (602) 264-5299 Fax (602) 263-0997    Re: Complaint # [redacted]   To Who It may Concern:   Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.   On...

December 29, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2006 GMC 1500 Sierra. The vehicle came with a 30 day/1,500 mile DriveCare Limited Warranty, administered by Aeverex. Our customer elected to purchase a 5 year/50,000 mile Vehicle Service Contract, also administrated by Aeverex. Attached you will find the Simple Interest Retail Installment contract, DriveCare Limited Warranty, and Vehicle Service Contract for your reference.   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.   DriveTime offers eligible customers loan modifications to adjust their scheduled due dates. In order to qualify for a loan modification DriveTime may require our customers submit information documenting their life change.   On July 21, 2015, our customer contacted DriveTime and requested a loan modification to change the frequency and due dates of his loan payments. Our customer advised DriveTime that he had been called to active duty, and would need to change the frequency of his payments to the 1st and 15th of every month. DriveTime advised our customer that if the requested loan modification was approved, he and his co-signer would need to sign the documents and return them to DriveTime by the effective date of the document.   On August 6, 2015, DriveTime contacted our customer in regards to his loan modification request. Although the loan modification request had been approved, the documents had not been signed and returned to DriveTime by the effective date. DriveTime advised our customer we would re-submitted the request and have the new documents forwarded to him for completion. Our customer advised he understood and would sign the new documents once they were available.   On August 10, 2015, DriveTime attempted to contact our customer in regards to the loan modification request. DriveTime spoke with an authorized third party advising the authorized third party that the loan modification had been approved and DriveTime would be emailing the documents to the customer. The authorized third party advised she understood and would inform the customer.   On August 13, 2015, DriveTime contacted the co-signer in regards to the account. The co-signer advised he was not the individual responsible for the vehicle and advised DriveTime to contact the customer for further information.   On August 20, 2015, DriveTime received the signed loan modification documents; however, the effective date of the documents had passed, rendering the documents invalid and not allowing DriveTime to process the loan modification request.    On August 26, 2015, DriveTime contacted our customer in regards to his account. DriveTime advised our customer the modification had expired, and in order to create another loan modification request, the customer’s account would need to be brought positive.   On September 3, 2015, after receiving a payment DriveTime requested a loan modification to adjust our customer payment frequency. We encouraged our customer to contact DriveTime the following day to insure the loan modification documents where complete and awaiting his signature.   On September 5, 2015, our customer contacted DriveTime to inquire about his loan modification request. DriveTime advised our customer the loan modification documents were complete and awaiting his signature. Our customer arrange to travel to a local DriveTime dealership to sign and complete the documents.   On September 8, 2015, DriveTime received the loan modification documents; however, due to an error in the signing of the documents, DriveTime was unable to process the loan modification request.   On September 11, 2015, we attempted to contact our customer to inform him of the error. We spoke with the authorized third party and advised her of the situation. The authorized third party provided a direct number to contact our customer and advised us to call him directly. DriveTime attempted to call the provide number and was unable to contact the customer to inform him of the error.   From September 11 through September 19, 2015, DriveTime attempted to contact the customer multiple times to address the error in the loan modification request.   On October 12, 2015, DriveTime contacted our customer concerning his account status. DriveTime advised our customer of the loan modification error and advised him the loan modification could not be processed, as DriveTime had not received correctly signed documents. Our customer was frustrated with the process and did not understand how DriveTime had failed to process the loan modification request. DriveTime advised our customer in order to complete a loan modification, DriveTime must have the paperwork correctly signed and returned within the effective document date.   On October 14, 2015, our customer contacted DriveTime to discuss his account status. DriveTime advised our customer in order to submit for another loan modification the account would have to be brought positive. Our customer was not happy with this resolution, as he had attempted to complete the loan modification request multiple time. Our customer advised DriveTime he would not be able to bring the account current and would only be making payments as requested on the 1st and 15th of the month.   On October 19, 2015, we contacted our customer and address his concerns. We advised our customer DriveTime would be willing to offer him an exception to process him loan modification without his account being brought current, as long as he was able to provide proper paperwork showing his deployment. Our customer was able to provide the proper paperwork the same day and DriveTime drafted a new loan modification to adjust the customer’s payments as requested. Our customer advised he was happy with the resolution and considered the matter resolved.   We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer principle balance.   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,   Josh S. 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.
Drive Time states that they attempted to contact me at my phone number.  I checked my caller ID and there are no calls from numbers that I do not recognize.  So it does not appear that they actually tried to call me.
Also, Drive Time states that they mailed me a $25 gift card.  I have not received any mail from them so it does not appear that they actually mailed me a gifrt card.
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 have attached the checks mailed to Drive Time from [redacted]. Please see the dates.
Regards,
[redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customers’ concerns. On February 18, 2015, a $25 credit was applied to our customer’s account. Attached is a copy of our customer’s payment ledger for your reference. On March 5, 2015, we attempted to contact our customer to re-address her concerns, but were unsuccessful. We encourage our customer to contact our Customer Relations Department at ###-###-#### with any other 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

November 6, 2015RevDex.comPh.
(602) 212-2232Fax
(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 September 12,
2015, our customer entered...

into a Simple Interest Retail Installment Contract
with DriveTime when she purchased a 2009 Pontiac G6. Our customer opted
to purchase a 5 year/50,000 mile DriveCare Limited Warranty, administered by
Aeverex. Attached you will find the
Simple Interest Retail Installment Contract and DriveCare Limited
Warranty 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 “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.” At the time of sale, our customer signed and dated the “Customer
Delivery Checklist.” Attached you will the Customer Delivery Checklist for
your review.On October 12, 2015, our customer contacted Aeverex and stated that the
vehicle was not drivable. Aeverex referred our customer to and in-network
repair facility for diagnostic. On October 13, 2015, our in-network repair facility filed a claim with
Aeverex for the fuel pump, water pump, coolant, and fuel level sensor repairs.
The repairs were approved under the terms of the Vehicle Service Contract. On October 15, 2015, our customer contacted Aeverex and inquired if she
would be reimbursed for the cost of her rental vehicle. Aeverex advised our
customer that they would reimburse her for four days of the cost of the rental
vehicle under the terms of the Vehicle Service Contract. On October 19, 2015, our customer contacted Aeverex and stated that the
vehicle had an ongoing no start issue. Aeverex advised our customer to take the
vehicle back to our in-network repair facility for diagnostic. On October 22, 2015, an in-network repair facility filed a claim with
Aeverex for the fuse box repair. Aeverex advised the in-network repair facility
that the component was not covered under the terms of the Vehicle Service
Contract. However, they choose to make an exception to the Vehicle Service
Contract and cover the repair.  On October 23, 2015, our in-network repair facility contacted Aeverex
and stated that the fuse box was on backorder and that there is no release date
for the component. Aeverex authorized the in-network repair facility to order
the part and proceed with the repair. On October 26, 2015, the in-network repair facility contacted Aeverex
and stated that our customer inquired if she could obtain a rental vehicle
until the fuse box component arrived at the in-network repair facility. Aeverex
advised our in-network repair facility that they would make an exception to the
Vehicle Service Contract and authorize five days of rental reimbursement. On that same day, our customer contacted DriveTime and stated that she
had to pay for a rental vehicle that was not covered under the terms of the
Vehicle Service Contract. Our customer was advised that DriveTime would make an
exception to the Vehicle Service Contract and assist with rental reimbursement for
the days that are not covered under the terms of the Vehicle Service Contract. On November 3, 2015, our customer contacted DriveTime and stated that
the fuse box component needed to repair her vehicle was on backorder and there
was no estimated time of arrival for the component. Our customer was advised
that DriveTime would research the situation to obtain a resolution. Our
customer was unsatisfied with DriveTime’s response but understood. On November 4, 2015, DriveTime contacted our customer and stated that Aeverex
was able to locate the fuse box component and it would arrive at our in-network
repair facility in three to four days. DriveTime advised our customer that we
would make an exception to the Vehicle Service Contract and offer her a direct
bill rental vehicle until November 11, 2015. Our customer was satisfied with
the resolution and the call was ended on amicable terms.At this time, we are unable to accommodate our customer’s request to
replace her current vehicle with a different vehicle as all the repairs needed
on her current vehicle have been approved by Aeverex.  We apologize for
any confusion or inconvenience this matter may have caused. As a goodwill
gesture, DriveTime has applied a $25.00 credit to our customer’s principal
balance. If our customer has any additional concerns, we encourage her to
contact our Customer Relations department at [redacted] 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, Diana C.DriveTime
Customer Relations

August 8, 2015 [redacted]BetterBusiness Bureau[redacted]  Re: Complaint # [redacted]Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciatethe opportunity to re-address our customer’s concerns. On July 14, 2015, we sent the attached letter to our customer to notify her of her default and right to cure. This letter states:“If you pay the amount now due [$555.84] by the last day for payment [08/04/15],you may continue with the contract as though you were not late.”In addition, it explains:“We will not accept any late or partial payments in the future…If you are late again in making your payments, we may exercise our rights without sending you another notice…”On July 17, 2015, after the letter was sent, an additional paymentof $215.42 and a side note of $125.00 became due on our customer’s account. Ourcustomer submitted one payment of $90.42 and two payments of $125.00. On July 22, 2015, these payments were reversed causing our customer to be late an additional time in making her payment. On July 20, 2015, DriveTime’s Customer Relations Department reached out to our customer regarding her mechanical concerns. We advised our customer of tow reimbursement of up to $100 and encouraged our customer to take the vehicle to a repair facility to be diagnosed. We informedour customer we need to identify what needs to be repaired. Once we have thatinformation, we can determine if the mechanical repair is covered by thelimited warranty. Our customer agreed to make an effort to take her vehicle toan in-network repair facility in order to initiate the requested repair claim. On July 22, 2015, a repair facility initiated a repairclaim with Aeverex. The claim reported repairs needed for tires, ball joints,tie rods, brake pads and rotors, wiper blades, window and door lock switches,radiator cap, flush heater core, battery, and spare tire. The estimate receivedfor this claim reflected a total of $2,096.95 to complete the repairs.When the repair claim was filed, the repair facilitydocumented an odometer reading of 133,086 miles on our customer’s vehicle. Witha starting mileage of 129,582, our customer had accrued a total of 3,504 milesin the 48 days since her lease began. At the time of purchase, our customerreviewed and signed the included Return Anytime Lease Agreement. On page 1under subsection Excessive Wear and Use,it states:“Youmay be charged for excessive wear based on our standards for normal use and formileage in excess of a rate of 2,000 miles each month at the rate of twentycents per mile.”By this time she had exceeded her allotted mileage of3,256 miles by 248 miles. At the rate of twenty cents per mile, our customerhad accrued $49.60 in over mileage fees. On July 27, 2015, after receiving the estimate, wecontacted our customer regarding assistance. We informed her that we wouldcover all reported repairs, aside from the battery and the spare tire, for anestimated total of $1,797.43. We advised her that we would send this approval oncethe account was brought current. We notified our customer of her over mileage,but did not require the resulting $49.60 fee be paid prior to approval. Ourcustomer declined this offer. We advised our customer that we would be unableto administer a refund if she chose to return her vehicle.Our customers account is in default due to thefollowing: a past due balance of $871.26 and cancelled insurance which isrequired under the Lease Agreement. On page 3 of the ReturnAnytime Lease Agreement, under subsection 11 titled Default, Repossession and Other Remedies, it states:“The following are events of default: (a) You fail to pay anyperiodic payment when due or any other amount you owe under this Lease when weask you for it… (c)You do not maintain required insurance…” In addition, it states:“Ifyou are in default, after waiting anytime the law requires, we may… (a)End thislease and demand that you pay the amount due…(c) Take (repossess) the vehicle…”On July 28, 2015, our customer contacted DriveTime’s Customer Relations Department and notified us that she was abandoning the vehicle at the repair facility. We notified her that we would take the propersteps to secure the vehicle. On July 30, 2015, our Dealership properly securedthe vehicle. At this time we are unable to accommodate ourcustomer’s request for a refund. We offered to assist our customer once heraccount was brought current. Our customer was unable to meet this request.We have made several unsuccessful attempt to contactour customer to discuss her concerns. We encourage our customer to contact our Customer Relations Department at [redacted], for any further questions on this matter. Should you have any questions or concerns, please contact us by calling us at [redacted].  Sincerely,  [redacted]DriveTime Customer Relations

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]Thank you to drive time for working with me! Agreement installment or not I'm happy that you all were able to look beyond policy and realize that it took longer than 5 business days for your response. Thank you for agreeing to cover half the expenses for new tires. I love my car, non like no other. So I wasn't interested in replacing it! Thank you!
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 February 16, 2016, our customer contacted Aeverex with concerns about the vehicle’s battery and high idling. Aeverex referred him to an in-network repair facility to have the vehicle diagnosed. On February 19, 2016, DriveTime contacted our customer to address his concerns about having to pay a...

diagnostic or deductible charge. We advised that per the terms of the DriveCare Limited Warranty, he would not be responsible for any diagnostic fees or deductibles within the first 30 days and 1,500 miles of the loan. On February 23, 2016, an in-network repair facility filed a claim with Aeverex for the battery, electrical diagnosis, and front transmission mount. Aeverex approved these repairs and fees in full under the terms of the DriveCare Limited Warranty for a total of $320.18. On April 13, 2016, our customer contacted Aeverex with concerns about a noise in the front end of the vehicle. He informed Aeverex that the in-network repair facility was unable to diagnose the issue until the sound worsened. On April 19, 2016, we spoke with our customer in regard to his mechanical concerns. We encouraged him to have an in-network repair facility file a claim with Aeverex so we could review options for possible assistance. As a one-time courtesy, we made an exception to approve the diagnostic fee in full on an upcoming claim. We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has applied a $25.00 credit towards our customer’s principal balance.

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On February 26, 2015, our customer entered into a Cancel Anytime Lease Contract with DriveTime when she leased a 2005 Chevrolet Suburban 1500. The vehicle also came with a Life...

of Lease Warranty, administrated through [redacted]. The Cancel Anytime Lease and the Life of Lease Warranty Agreement are attached for your review. On March 2, 2015, our customer brought her vehicle into a repair facility and a claim was called in for issues related to the heater, radio, and windshield wipers. All the necessary repairs were covered through [redacted]. On March 3, 2015, our customer contacted us requesting a rental while the repairs were being completed. We advised our customer that we could provide a per diem credit to her account since rental assistance does not come with our lease vehicles. The per diem credit for the days the vehicle was at the repair facility posted to our customer’s account on March 17, 2015. On March 16, 2015, the vehicle went back to the repair facility for a sensor, a harness, and intake gasket; all the repairs were covered under the limited warranty. Our customer contacted us about these issues and requested rental assistance. We advised an exception would be made to provide her with rental reimbursement up to $25.99 per day while the repairs were being completed. On March 28, 2015, we contacted our customer to go over her concerns. She advised she was having further issues with her vehicle. We encouraged our customer to take her vehicle back to the repair facility to get these issues diagnosed so we could review options to assist her. We are currently working with our customer towards an amicable resolution. As a goodwill gesture, DriveTime has applied a $25 credit toward our customer’s payments. 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

Please see the attached PDF for the full response. Attached is a copy of the Experian AutoCheck Vehicle History Report our customer signed at the time of sale and a copy of the Experian AutoCheck Vehicle History Report as of October 17, 2016, that also does not indicate that the vehicle was...

involved in an accident. On October 19, 2016, we contacted our customer to address the concerns in her complaint. She stated that she was experiencing mechanical issues and wished to return the vehicle to DriveTime without credit ramifications. In addition, she stated that she had taken the vehicle to a repair facility that had diagnosed the vehicle and confirmed her mechanical concerns. As we have not had a claim filed with Aeverex for approximately 7 months, we encouraged her to have the repair facility file a claim with Aeverex. Should she be un-willing/un-able to do so, we further encouraged her to provide us with documents indicating the mechanical concerns she referenced. In addition, we advised that we would like to review the CarFax report provided to her by the Original Equipment Manufacturer as indicated in her complaint, to investigate any accidents that may have occurred prior to purchase. Our customer agreed, and was provided our facsimile number [redacted]. We will continue to work with our customer in attempts to reach an amicable resolution. We apologize for any confusion or convenience this matter may have caused. As a goodwill gesture, DriveTime has applied a credit of $25.00 toward 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 [redacted].  Sincerely, Brodie H. Customer Relations Department

(Please see attached for full response)However, as the mechanical concerns were ongoing and similar in...

nature over the life of the loan, our customer currently has the option to pay $2,400.00, in order to reinstate the vehicle. She would also need to establish a payment plan in curing the deficiency balance. In exchange, upon receiving the aforementioned payment amount, DriveTime will approve the cost of the vehicle’s repairs in full. Alternatively, our customer may opt to accept the following settlement: ·         We agree to waive the deficiency of $15,677.42.·         We agree to delete our customer’s trade line from all three major credit reporting agencies. Our customer would be required to sign a Full Settlement and Release of Claims. The above mentioned offers are available to our customer until March 10, 2017. Should our customer wish to accept an offer, we encourage her to contact our Customer Relations department at [redacted] Should no offer be accepted, the vehicle will no longer be available for reinstatement. Our customer will then be responsible for the deficiency balance owed towards the loan. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact our Customer Relations Department at [redacted] Thank you,  Jessica H. Customer Relations

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 August 26, 2014, our customer entered into closed end motor vehicle lease contract when he leased a 2007 Pontiac Grand Prix. Attached you will find the Closed End Motor Vehicle...

Lease contract for your reference.On October 3, 2014, we reached out to our customer to address his concerns. As a goodwill gesture, Drivetime has agreed to pay for the repossession and storage fees accrued. Our customer currently has possession of the vehicle.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

May 28, 2015 [redacted]Revdex.comPh. [redacted]Fax [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 concerns. On June 15, 2013,...

our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2006 Volkswagen Jetta. The vehicle came with a 5 year/50,000 mile DriveCare Limited Warranty, administered by [redacted]. Attached you will find the Simple Interest Retail Installment Contract and DriveCare Limited Warranty Agreement for your reference. On March 5, 2015, our customer contacted [redacted] with concerns about the alternator in the vehicle. [redacted] referred our customer to an in-network repair facility for diagnosis. On March 6, 2015, an in-network repair facility called a claim into [redacted] stating that no issues had been found with the vehicle. On March 7, 2015, our customer contacted [redacted] with a no-start issue. [redacted] advised our customer to take her vehicle back to the in-network repair facility to have the issue readdressed; they also advised they would reimburse up to $75.00 for a tow under the terms of the DriveCare Limited Warranty, provided the repairs were approved. However, our customer had concerns that the in-network repair facility was closed for the day, so [redacted] made a one-time exception to authorize our customer to take the vehicle to an out-of-network repair facility. On March 9, 2015, the in-network repair facility called a claim into [redacted] for the alternator/generator and the battery. The alternator/generator was approved under the terms of the DriveCare Limited Warranty; however, as batteries are not covered under the DriveCare Limited Warranty, the latter repair was denied. On March 11, 2015, our customer contacted [redacted] with concerns that the check engine light had come back on. Our customer advised that the in-network repair facility was not demonstrating a great deal of concern about her vehicle. Our customer stated that she planned to take legal action if anything happened to her vehicle before the in-network repair facility was able to fix it. On March 16, 2015, the in-network repair facility called a claim into [redacted] for the catalytic converter. Since catalytic converters are not covered under the terms of the DriveCare Limited Warranty, [redacted] did not approve this repair. On May 7, 2015, our customer contacted [redacted] with concerns that the alternator had drained the battery in the vehicle. [redacted] encouraged our customer to take the vehicle back to the in-network repair facility, as their previous work on the alternator should be warrantied. On May 12, 2015, the in-network repair facility notified [redacted] that they were recommending the vehicle be sent to the original equipment manufacturer (OEM) for further diagnosis. On May 13, 2015, our customer contacted [redacted] to find out what the next step would be. [redacted] advised our customer to take the vehicle to the OEM for further diagnosis, per the in-network repair facility’s recommendation. On May 15, 2015, the OEM called a claim into [redacted] for an electrical diagnostic needed for damage caused by previous repairs. Since the DriveCare Limited Warranty does not cover errors of workmanship, [redacted] did not approve this diagnostic fee. [redacted] encouraged our customer to speak to the repair facility that had done the previous repairs, as they should stand behind their work. On May 20, 2015, the OEM called an additional claim into [redacted] for the stabilizer link and the vacuum booster pump. As these repairs are not covered under the terms of the DriveCare Limited Warranty, [redacted] did not approve them. On May 26, 2015, we contacted our customer and addressed her concerns. We advised our customer to send in the receipts for her out-of-pocket repair expenses, and we would defer two payments to the end of the loan. We also encouraged our customer to take the vehicle to an in-network repair facility so we can review options to assist with the remaining non-covered repairs. At this time, we are unable to accommodate our customer’s request to be refunded $1015.00 for her out-of-pocket repair expenses. 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 [redacted]. Sincerely, [redacted]DriveTime Customer Relations

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [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]

December 19, 2014   Lyndsey Mullens Revdex.com Ph. (602) 212-2232 Fax (602) 263-0997    Re: Complaint # 10333170   Dear Ms. Mullens,   Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. ...

  On September 7, 2012, our customer entered into a Simple Interest Retail Installment Contract when he purchased a 2004 Nissan Murano. Attached you will find the Simple Interest Retail Installment Contract for your reference.   On September 16, 2014, we processed a four-payment extension for our customer. After the payment extensions were processed, a remaining amount of $49.22 in late fees were still due. Payment extensions do not apply to the late fees incurred on the account.   On September 24, 2014, our customer was advised that he would need to cover the past due late fees. Our customer stated that the late fees were not mentioned to him when the modification was processed. We advised our customer that, when they receive an extension, only the payments are deferred.   On November 20, 2014, our customer reached out to inform us that his credit had not been reported correctly for the past three months. We advised our customer that the automated credit reporting system had been put on hold to perform updates. These updates were performed to enhance the results of our credit reporting with the three major credit bureaus.   On December 5, 2014, we manually submitted an update to his credit report to reflect the correct payment history for his DriveTime account.   On December 8, 2014, we advised our customer that we will credit his account for the past due amount of $51.68 in late fees. We also informed our customer that we performed a manual update on his credit report to reflect accurate payment history with DriveTime.   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,   DriveTime Customer Relations

In July of 2016, a loan modification was approved, processed and three payments were deferred. As stated in our previous response, since then, there have been no further interactions found where any of our representatives informed our customers that we would defer past due payments. The account entered into a charge off status due to insufficient payments and has been assigned for recovery. Should our customer wish to cancel the assignment they would be required to pay $2,000 of the $2,493.01 past due for payments.Moving forward, any payments made on the account will apply towards the outstanding principal balance ($16,171.08). When an account is in charge off status, we are unable to modify the loan since the full balance is due ($16,171.08). Therefore, our customers are ineligible for any loan modifications to include payment deferments, due date changes, or frequency changes. Bridgecrest has made multiple unsuccessful attempts to reach our customers at all the phone numbers listed on the account. We have left voicemails encouraging them to contact our Customer Relations department at their earliest convenience. We will continue our efforts in hopes of coming to a mutual understanding of the situation.

Please see the attached PDF for our full response.Re: Complaint # [redacted] 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 16, 2017, DriveTime notified [redacted] that our customer wished to proceed with the used transmission replacement in the vehicle.  On January 24, 2017, our customer contacted DriveTime and stated [redacted] only approved half the labor cost. We advised that we were unaware and would contact [redacted] for clarification and follow-up with her.  On January 25, 2017, DriveTime corresponded with [redacted] advised they contacted the repair facility and had misunderstood the total cost of the charges. [redacted] reviewed the totals with the repair facility and the repairs were covered under the terms of the Vehicle Service Contract. On January 26, 2017, DriveTime spoke with our customer to re-address her concerns. We advised of the misunderstanding in pricing and encouraged her to take the vehicle back to the repair facility to have the repairs completed. Our customer agreed, and we ended our correspondence on amicable terms. We apologize for any additional 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,  Brodie H. Customer Relations Department