Write a review Sign In

DriveTime

AUTO DEALERS-USED CARS

If you had an experience with this company please share with it by adding a review
Start page > AUTO DEALERS-USED CARS > DriveTime
Add Review

DriveTime Reviews (1296)

Satisfaction rating: 
User Reviewer2120679 time 28.11.2016


I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I received a message from Drive Time on 9/4. I returned the call on 9/5 and was informed about the options  as mentioned above. I agree with the settlement of getting out of the care. However I feel like they should be able to assist me with getting another equivalent vehicle. I also have all of my receipts from all of the repairs and have been in close contact. I also reviewed their website and I see some similar vehicles I would be interested in. I feel like purchasing another vehicle from another dealership may be difficult due to they will also see my current purchase and may not want to provide financing. 
Regards,
*** ********


Mark as useful (0 votes)
Reply
Satisfaction rating: 
User Reviewer2120425 time 28.11.2016

i UNDERSTAND THE THE ASPECT OF THE ACCOUNT BEING FREQUENT AND i HAVE FOLLOWED DRIVE TIMES REQUEST ON SEVERAL OCCASIONS AND HAVE HAD MY ACCOUNT CURRENT AND WAS DENIED SAID FREQUENCY CHANGE BECAUSE I WAS LIED TO MULTIPLE TIMES AND NOT UNTIL OCTOBER I WAS TOLD THAT I HAVE TO BE SIX MONTHS IN MY LOAN TO HAVE A FREQUENCY CHANGE AND NOT ONCE BEEN ACCOMMODATED OR OFFERED ANY DISCOUNTS OF ANY SORT JUST HARASSED ABOUT MAKING MY PAYMENT WHEN i TELL EVERY REP THAT CALLS MY PHONE THAT I DON'T GET PAID UNTIL THE 10TH AND 25 OF EVERY MONTH BUT NEVER RECEIVED ONE CALL TELLING ME THAT i CAN HAVE A FREQUENCY CHANGE. NOW THERE IS A OUTSTANDING BALANCE OF $428 THAT DRIVE TIME WANTS TO CHARGE ME BECAUSE THE FREQUENCY CHANGE HAS NOT BEEN PROCESSED WHICH COULD HAVE BEEN DONE IN DECEMBER AS I WAS TOLD BY DRIVE TIMES CUSTOMER SERVICE REP AND NOT OFFERED ANY ASSISTANCE JUST INFORMED "SINCE YOU ARE AWARE OF THE WAY FREQUENCY ARE PROCESSED I WOULD HAVE TO PAY THE OUTSTANDING BALANCE" I FOR ONE DON'T THINK DRIVE TIME UNDERSTANDS $428 DOESN'T JUST POP OUT OF NO WHERE I FEEL LIKE THEY REALLY ARE HORRIBLE AT VALUING THEIR CUSTOMERS.


Mark as useful (0 votes)
Reply
Satisfaction rating: 
User Reviewer2122221 time 28.11.2016

Customer Service requesting to adjust his payment frequency from semi-monthly to monthly. We advised our customer that we would not be able to perform this adjustment on the grounds that he was within the initial six months of his loan. We provided our custoThank you for bringing this matter...

to our attention. We appreciate the opportunity to address our customer’s concerns.On March 18, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2010 Ford Focus. Attached you will find the Simple Interest Retail Installment Contract for your reference.At the time of purchase, our customer provided the DriveTime dealership with proof of income. This proof of income included a pay stub which reflected his semi-monthly dates of pay from his employer. Our customer’s payment frequency was generated to correlate with this proof of income, producing due dates on the 9th and 24th of each month. This allowed our customer two days following each date of pay, to submit his payments to DriveTime.Our customers’ payments are set up to match their pay frequency from their source of income. After six months, DriveTime customers may contact customer service to initiate a frequency change to match their desired payment frequency.On April 9, 2015, our customer contacted DriveTimemer the option to make two payments on the ninth day of each month, when his first semi-monthly payment became due. After six months, we could readdress an adjustment to his payment frequency.At this time, we are unable to accommodate our customer’s request. We have made several unsuccessful attempts to contact our customer to discuss his concerns. On May 8, 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 him. We encourage our customer to contact our Customer Relations Department at ###-###-####, so that we may come to an amicable resolution.As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principal balance.DriveTime thanks the Better Business Bureau for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,******* **DriveTimeCustomer Relations


Mark as useful (0 votes)
Reply
Satisfaction rating: 
User Reviewer2121455 time 28.11.2016

Dear Ms. *******,
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On February 8 th, 2014, our customer entered into a Simple Interest Retail Installment...

Contract when she purchased a 2007 Chevrolet Trailblazer. Our customer purchased a 5 year/50,000 mile vehicle service contract. Included you will find the Simple Interest Retail Installment Contract and the Aeverex Protection Plan Vehicle Coverage agreement for your reference.Included you will find the "What you need to know about financing a vehicle with Drivetime" which our customer reviewed and signed at the time of purchase. Please review section 5 titled "Other ‘Stuff’" where it states:
"Recalls - Used vehicles may be subject to manufactuer recalls to repair, at no cost to you, mechanical or operational problems. Only new car dealers are allowed to do these repairs. You should confirm with a new car dealer that the vehicle does not require recall repairs."
Additionally, our customer signed and agreed the "Customer Delivery Checklist" in which our customer verified she was satisfied with the condition of the vehicle including the instrument cluster/warning indicators. Included you will find the document titled "Customer Delivery Checklist" for your reference.
We encourage our customer to contact the new car dealer to have all recall concerns addressed.
As a goodwill gesture, DriveTime has applied a $25 credit to our customers account.
DriveTime thanks the ****** ******** ****** for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.
Sincerely,
DriveTime
Customer Relations


Mark as useful (0 votes)
Reply
Satisfaction rating: 
User Reviewer2122483 time 28.11.2016


I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.  However, I do want the file to be noted that this company did in fact update the credit files to show as if the loan had JUST defaulted in Sept 2014.  I have a statement confirmation from all 3 bureau representatives and it was when this was explained in detail that Drive Time agreed to this settlement.  Please make note of full facts.   This is now closed as far as I am concerned at this time
Regards,*** ******


Mark as useful (0 votes)
Reply
Satisfaction rating: 
User Reviewer2120445 time 28.11.2016

March 1, 2016
Better Business Bureau
Re: Complaint # ********
Dear Ms. *****
Thank you for bringing this matter to our attention. We appreciate the opportunity to
align="LEFT">address our customer’s concerns.On February 19, 2016, our customer entered into a Simple Interest Retail Installment
Contract with DriveTime when she purchased a 2009 Nissan Altima. Our customer also
purchased a 5 year/50,000-mile Vehicle Service Contract, administrated by Aeverex.
Attached you will find the Simple Interest Retail Installment and Vehicle Service Contract
for your reference.
At time of sale, our customer signed and reviewed the Secure Odometer Disclosures that
stated the vehicle’s odometer read 91,626 miles. Our customer’s Vehicle Service Contract
and Simple Interest Retail Installment Contract also reflect the same mileage of 91,626 at
time of sale.
On February 23, 2016, an in-network repair facility updated a claim with Aeverex for a
transmission diagnosis. Aeverex advised the in-network repair facility that the transmission
was covered under the Original Manufacturer warranty and would need to have the repairs
completed at the Original Equipment Manufacturer.
On February 24, 2016, an original equipment manufacturer updated a claim with Aeverex
for the repair of the tire pressure sensor, oil cooler seals, and control arms. Aeverex
approved the cost of these repairs for a total of $1,449.40 under the Vehicle Service
Contract.
On February 25, 2016, DriveTime contacted our customer to reach an amicable resolution.
We advised our customer of the above information regarding the odometer and our
customer understood. At this time, all repairs have been covered under the Vehicle Service
contract. We encouraged our customer to contact us in the future if he has additional
concerns with the vehicle.
As a good-will gesture, DriveTime applied a $150.00 credit to our customer’s principal
balance.
Sincerely,
DriveTime Customer Relations Department


Mark as useful (0 votes)
Reply
Satisfaction rating: 
User Reviewer2164222 time 27.11.2016


I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not complete at this time. The repair facility is not aware that a part has been provided and certainly is not willing to say that repairs will be completed on Monday 11/9/15. 
I am very dissatisfied that it took filing a complaint with the BBB and having a friend (my employer) call and threaten legal action to receive any sort of response. 
I am grateful that DriveTime is finally paying for the rental vehicle directly and I appreciate that my payments have been suspended until my Pontiac is repaired and that the repairs are covered under warranty. However, I am not willing to say this complaint has been resolved to my satisfaction at this time. 
Regards,
*** ******


Mark as useful (0 votes)
Reply
Satisfaction rating: 
User Reviewer2121737 time 27.11.2016

October 20, 2016

New Roman" size="3"> 
Better Business Bureau
Ph. (602) 264-5299
Fax (602) 263-0997 
 
Re: Complaint # ********
 
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 October 24, 2013, our customer entered into a Closed End Motor Vehicle Lease with DriveTime when she leased a 2006 Dodge Durango. Attached you will find a copy of the Contract for your review. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation.
At the time of lease, our customer agreed to make 65 bi-weekly payments of $234.50. Our customer final payment due date was May 20, 2016.
On May 5, 2016, our customer spoke with DriveTime to obtain a payoff quote. After receiving the payoff, she made her final lease installment payment to satisfy the payoff of her lease vehicle.
After the payment posted, on May 24, 2016, DriveTime changed the status of our customer’s account to show as a paid in full lease. DriveTime mailed the title of the vehicle to our customer’s address.
On August 4, 2016, our customer spoke with DriveTime to inform us that she had not received her title. On this same day, we reordered a title reprint that we could resend to our customer. The typical time frame for a duplicate title to be received from the state DMV is 4-6 weeks.
On October 7, 2016, DriveTime received the duplicate title from the DMV.
On October 17 2016, DriveTime spoke with our customer to address her concerns. We apologized for the delay in receiving the duplicate title and the lack of communication that she had received during the process. We confirmed that we have the correct address for our customer so the title could be resent to her.
(Full response provided to the Revdex.com)


Mark as useful (0 votes)
Reply
Satisfaction rating: 
User Reviewer2120977 time 27.11.2016

April 28, 2015 Lyndsey MullensBetter Business BureauPh. ###-###-####Fax ###-###-####  Re: Complaint # ******** Dear Ms. Mullens, Thank you for bringing this matter to our attention. We appreciate the opportunity to...

address our customer’s concerns. On March 6, 2015, our customer entered into a Cancel Anytime Lease Contract with DriveTime when he leased a 2006 Pontiac G6. The vehicle also came with a Life of Lease Warranty, administered through *******. The Cancel Anytime Lease Contract and the Life of Lease Warranty Agreement are attached for your review. On March 9, 2015, our customer contacted ******* regarding issues with the CD player in the vehicle. ******* referred our customer to an in-network vehicle to have these issues diagnosed. On March 10, 2015, an in-network repair facility filed a claim with ******* for the radio, CD player, and electrical diagnosis fees. ******* approved these repairs and fees in full under the terms of the Life of Lease Warranty. On March 30, 2015, our customer contacted ******* regarding the rear of the vehicle shaking at high speeds. ******* made an exception to extend our customer’s initial 30 day/1,500 mile coverage by an additional 100 miles and advised our customer to take the vehicle to a repair facility for diagnosis. On April 1, 2015, an in-network repair facility filed a claim with ******* for a wheel replacement and suspension diagnosis. ******* approved these repairs in full under the terms of the Life of Lease Warranty. On April 13, 2015, our customer contacted ******* regarding a no-start issue with the vehicle. ******* referred our customer to an in-network repair facility to have the vehicle diagnosed and advised him that they would reimburse up to $100 for a tow if the repairs were covered under the Life of Lease Warranty. On April 14, 2015, an in-network repair facility filed a claim with ******* for the alternator/generator, water pump, coolant, battery, electrical diagnostic fees, and headlights. All the repairs were covered under the terms of the Life of Lease Warranty except for the battery and the headlights. Since our customer was outside the initial 30 days and 1,500 miles, he was responsible for a $100 in-network deductible, as outlined in the Life of Lease Warranty Agreement. That same day, ******* issued our customer a check for tow reimbursement. On April 15, 2015, DriveTime made an exception to approve our customer’s non-covered battery repairs through *******. On April 17, 2015, ******* issued our customer an additional check for further tow reimbursement. At this time, ******* has reimbursed our customer a total of $100 for tow expenses. On April 20, 2015, our customer contacted ******* regarding the same issues as before. ******* encouraged our customer to take the vehicle back to the repair facility where the previous repairs had been done, as the work would be warrantied. On April 21, 2015, an in-network repair facility filed a claim with ******* for the starter motor. ******* approved these repairs in full under the terms of the Life of Lease Warranty; they also waived the deductible as an exception, due to our customer paying a deductible the week prior. 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, which has been included for your reference. On this document under “Important Reminder,” it is stated:“Our focus of 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.”On April 27, 2015, we contacted our customer and addressed his concerns. We discussed the above information and encouraged our customer to send his second tow receipt to ******* for further reimbursement up to an additional $100. We encouraged our customer to reach out to ******* at ###-###-#### if any further mechanical issues were to arise. We also offered our customer rental reimbursement of up to $25.99 a day or a per diem credit to his account if the vehicle needs to return to the shop for the same issues in the near future. At this time, we are unable to accommodate our customer’s request to place him in a different vehicle. As a goodwill gesture, DriveTime has applied a $25 credit toward our customer’s payments. DriveTime thanks the Better Business Bureau for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, ******** **Customer RelationsDriveTime


Mark as useful (0 votes)
Reply
Satisfaction rating: 
User Reviewer2121747 time 27.11.2016

September 13, 2016
 
Better Business Bureau
Ph. (602) 264-5299
Fax (602) 263-0997
 
 
Re: Complaint #********
 
 
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 August 29, 2016, DriveTime received notification from Aeverex that our customer had paid out-of-pocket for the needed repairs on the vehicle.
 
On August 31, 2016, our customer contacted DriveTime in reference to his concerns. DriveTime encouraged him to submit his receipts for the completed repairs so we may review his out-of-pocket expenses for possible assistance. Our customer understood and advised that he submit his receipts via email.
 
On September 1, 2016, DriveTime contacted our customer and advised that we were unable to open the email sent in with the receipts. DriveTime requested that our customer resend. Our customer understood and stated that he would resubmit.
 
On September 6, 2016, DriveTime contacted our customer and advised that we had received estimates from an out-of-network repair facility but were awaiting the paid receipts. Our customer stated that he would gather the invoice from the out-of-network repair facility and submit them.
 
On that same day, DriveTime obtained screen shots of our customer’s financial ledger with a third party financial institution, indicating issued payment to an out-of-network repair facility.
 
After review of the documentation submitted, DriveTime would like to offer our customer a reimbursement of $2,204.93 for the cost of the brake booster, brake fluid flush, caster bushings, and sway bar links. Unfortunately, we are unable to assist with the cost of the diagnostic, wheel alignment, coil, spark plugs, air spring, oil cap, and pressure regulator valve. The aforementioned items are all maintenance and non-covered components.
 
Continued...(Full version provided to the Better Business Bureau)


Mark as useful (0 votes)
Reply
Satisfaction rating: 
User Reviewer2120739 time 27.11.2016

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concernsOn December 13, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2008 Honda CR-V. Attached you will find the...

Simple Interest Retail Installment Contract for your reference.At the time of sale, our customers agreed to make 147 bi-weekly payments of $226.50 and 1 final payment of $225.14, beginning January 10, 2015.On June 13, 2015, a payment of $226.50 became due on our customer’s account. On June 19, 2015, our customer called DriveTime’s Customer Service Department to request an extension on this past due payment. We advised her that she would not be eligible for a deferment as she was within the first 6 months of her loan.DriveTime has found that the first six months of payment is the most important in determining customer’s payment habits throughout the life of the loan. It is for this reason that DriveTime is unable to modify the original terms of payment within this time frame.On June 27, 2015 a second payment of $226.50 became due on our customer’s account. At this time our customer had accrued a past due balance of $453.00.On July 1, 2015, our customer contacted DriveTime Customer Service to request a payment deferment. We advised her that we were unable to proceed with a payment extension at that time. Our customer was ineligible for a payment deferment to suspend this past due balance on the grounds of not completing the first 6 months of payments.On July 8, 2015, our customer contacted DriveTime Customer Service in regards to a voicemail she received. We advised her she was still ineligible to receive thismodification to her account. Our customer advised us of her current financial hardship and made a payment arrangement to decrease her past due balance.On July 14, 2015, DriveTime’s Customer Relations Department reached out to our customer to discuss her concerns. We informed our customer that within the initial six months of a new loan we are unable to provide modification to the original terms of payment. We advised our customer that we would take her current financial hardship into consideration and review the situation further for possible assistance.We apologize for any confusion or inconvenience this matter may have caused. We are in contact with our customer and currently working towards an amicable resolution. As a goodwill gesture, DriveTime has applied $25 to our customer’s principal balance.DriveTime thanks the Better Business Bureau for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,******* *.DriveTime Customer Relations


Mark as useful (0 votes)
Reply
Satisfaction rating: 
User Reviewer2121265 time 27.11.2016

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On September 10, 2014, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2009 Mercury Milan. Included you will find...

the Simple Interest Retail Installment Contract for your reference. On October 16, 2014, we reached out to our customer to address her concerns. Our customer got into an accident in the previous car she had with DriveTime and took advantage of DriveTime’s Insurance Loss Program (ILP). This program allows our customers to pay a $500 deductible and the remaining balance on their old DriveTime account is paid off with the stipulation they purchase and satisfy the terms of the new contract.
The "Insurance Loss/Short Payoff Program Agreement" document, section "Insurance Loss" states:
"I/We purchased a vehicle from DriveTime on credit… The vehicle was totaled and the insurance proceeds have been paid to DriveTime, but I/we still owe money on the account."
"I/We understand that if I/we make a $505.00 payment on the Account, purchase a new vehicle from DriveTime, and satisfy the terms of the new contract, DriveTime will suspend its collection of the deficiency."
In addition, section "1", states:
"I/We understand that the account will be reported to the credit bureau agencies as a settled account, as long as I/We make all of these new vehicle payments on time. If I/We default on the new account, DriveTime may revise the credit reporting status to show the account as charged off."
Our customer signed and agreed to these terms. Attached you will find the Insurance Loss/Short Payoff Program Agreement document for your reference.
We went on to explain that releasing her from the vehicle and waiving responsibility for the new loan would not be a possibility due to the agreed upon terms above. Doing so would have a negative impact on her credit and both accounts could be affected.
Our customer also mentioned the purchase price ended up being much higher than what was agreed to. Our customer purchased the vehicle for $18,628.72. However, there is a finance charge (interest) of $5,927.98 to purchase the vehicle as well. This information is broken down on the first page of the Simple Interest Retail Installment Contract.
Our customer stated she is also having mechanical issues with the vehicle. We referred our customer to *******, the Protection Plan Vehicle Coverage administrator to get a diagnostic completed on her vehicle. Once the diagnostic has been submitted to *******, DriveTime can review the claim for assistance if claim is denied by *******.
If our customer does not wish to get the vehicle fixed through the warranty, returning or getting the vehicle repossessed, would be reported to her credit as a repossession.
As a goodwill gesture, DriveTime has credited our customers’ principal balance $25.00.
DriveTime thanks the ****** ******** ****** for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.
Sincerely,
DriveTime
Customer Relations


Mark as useful (0 votes)
Reply
Satisfaction rating: 
User Reviewer2122291 time 27.11.2016

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On December 27, 2013, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2009 Toyota Corolla. Attached you will find the...

Simple Interest Retail Installment Contract for your review. On March 6, 2015, our customer contacted our Customer Relations Department regarding DriveTime accounts being suppressed on the three major credit bureaus. DriveTime temporarily ceased credit reporting to all three major credit bureau agencies. The cease is due to required system enhancements as well as to comply with the Fair Credit Reporting Act. We have completed the necessary updates with Experian, and they have begun uploading our customers’ account information for public viewing. We anticipate the enhancements with the other two agencies to be completed no later than the end of April. We apologize for any confusion or inconvenience this may have caused. 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. Reporting may not be immediately visible but completed updates should reflect on our customer’s credit report within 30-60 days. We have completed the necessary updates with Experian and they have begun uploading our customers’ account information for public viewing. We anticipate the enhancements with the other two agencies will be completed no later than the end of April. DriveTime will backdate our customer’s entire loan to the credit bureaus, reflecting her perfect pay history once enhancements are completed with all credit bureau agencies. As a goodwill gesture, DriveTime has applied $25 to our customer’s principal balance.DriveTime thanks the Better Business Bureau for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations


Mark as useful (0 votes)
Reply
Satisfaction rating: 
User Reviewer2121783 time 27.11.2016

Not only will they DT not accommodate us , they are triple charging us for a vehicle valued at $4995.00 and after paying on the loan for 2 1 /2 years still owe $16,000(?)  I've ask them to come get vehicle as it is inoperable and they tell me to drop it off at one of their locations.


Mark as useful (0 votes)
Reply
Satisfaction rating: 
User Reviewer2122299 time 27.11.2016


I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have no reason to believe that the reporting will resume in April. Neither of my accounts have been reported on in a year. I have repeatedly received mail from this business reminding me that this is one of the benefits of purchasing from them, and attempting to solicit other business from myself or acquaintances. They could send notifications to me that a payment was due, or to solicit more business, but not that one of the services advertised by the company was not taking place. I would like to know what assurances I can be given that the reporting will resume in April. I have already been assured that it would be resolved in February and it was not. I was not contacted and informed that the service would not resume, despite the fact that I had filed a formal complaint with their customer service group. A 25 dollar credit to one of my accounts does not pay for the credit monitoring for all 3 bureaus to ensure that the have actual fulfilled what I view as a promise to resume credit reporting. 
Regards,
******** *******


Mark as useful (0 votes)
Reply
Satisfaction rating: 
User Reviewer2120509 time 27.11.2016

January 23, 2016Better Business Bureau Ph. (602) 212-2232Fax (602) 263-0997Re: Complaint #******** 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 October 24, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2006 Jeep Grand Cherokee. Included with the vehicle came a 30 day/1500 mile DriveCare Limited Warranty, administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and DriveCare Limited Warranty for your reference.On page 2 of the DriveCare Limited Warranty, under the section titled Coverage Exclusions, it states:“…(2) This Limited Warranty provides no benefits or coverage and We have no obligation under this Limited Warranty for: …(l) a Breakdown caused by collision…”Prior to sale, all DriveTime vehicles are thoroughly inspected 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.At time of sale, DriveTime reviews a document titled “Customer Delivery Checklist” and provide a copy to our customers. Page one of the “Customer Delivery Checklist” under Important Reminder, states:“Our focus in the multi-point point inspection is primarily the safety and reliability of your vehicle…Please ensure you are comfortable with the condition of the vehicle prior to purchasing.”At the time of sale, our customer signed the “Customer Delivery Checklist,” attached for your review.On December 11, 2015, our customer contacted DriveTime and advised that the vehicle was involved in an accident. Our customer requested documentation stating that  the  vehicle  passed  inspection  prior  to  sale.  DriveTime  advised  her  that unfortunately, we would not be able to provide the requested documentation as it is for the internal use of DriveTime. Our customer understood.On January 15, 2016, DriveTime contacted our customer in an attempt to address her concerns and reach an amicable resolution. DriveTime advised her that the documents she has requested are for the internal use of DriveTime employees and we would not be able to provide her with copies of the vehicle’s inspection report that was completed prior to purchase. DriveTime also advised her that due to the vehicle needing repairs after the accident occurred, DriveTime would not be able to provide her assistance with cost of the repairs. Our customer understood.At this time, DriveTime is unable to accommodate our customer’s request for a bill reduction, as we are unable to provide assistance with the cost of repairs caused by a collision. We encourage our customer to contact her insurance carrier for further instruction regarding the repairs.We apologize for any confusion or inconvenience this matter may have caused. As another goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principal balance. We encourage her to contact our Customer Relations Department at 800-965-8043 should she have any additional questions or concerns.DriveTime thanks the Better Business Bureau for their ongoing support. Should you have any questions or concerns, please contact us by calling us at *************Sincerely, Diana C.DriveTime Customer Relations


Mark as useful (0 votes)
Reply
Satisfaction rating: 
User Reviewer2121793 time 27.11.2016

The agreement needs to include that the car will not be reported on my credit report as agreed upon.


Mark as useful (0 votes)
Reply
Satisfaction rating: 
User Reviewer2122055 time 27.11.2016

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On June 5, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a 2007 Jeep Compass. The vehicle also came with a...

Drivers Seat Limited Warranty, administered through Aeverex. The Closed End Motor Vehicle Lease Contract and the Drivers Seat Limited Warranty Agreement have been attached for your review. 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 7, 2015, DriveTime contacted Aeverex and advised them to waive the diagnostic fee at an out-of-network repair facility to allow our customer to get a second opinion about her concerns regarding the vehicle. 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. Aeverex informed our customer that if the struts were causing the noise, she would be responsible for the diagnostic fee, as struts were a non-covered component and they currently presented no safety concerns. On July 17, 2015, DriveTime’s Customer Relations department spoke to our customer and attempted to address her concerns. We explained that the struts were not being covered because there were no current failures or safety concerns, and they were only causing a noise. We advised that noise concerns were not something for which we were able to offer assistance. On July 20, 2015, our customer contacted Aeverex to find out why struts are not covered under the terms of the Drivers Seat Limited Warranty. Aeverex advised our customer that no failures had been demonstrated with the struts and that they were only able to assist with mechanical 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. At the time of sale, our customer signed a Vehicle Delivery Checklist, which has been included for your reference. 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 July 21, 2015, we spoke to our customer and are currently working toward an amicable resolution. We encouraged our customer to take the vehicle back to an in-network repair facility for further diagnosis. We advised that if any further mechanical failures were found, we would review options to assist. Our customer advised she would instead contact the repair facility that had advised her the struts were failed and ask them to file a claim with Aeverex. To date, no further claims have been called in to Aeverex. We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, DriveTime has applied a $25.00 credit toward our customer’s payments. DriveTime thanks the Better Business Bureau for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely,******** **DriveTime Customer Relations


Mark as useful (0 votes)
Reply
Satisfaction rating: 
User Reviewer2121033 time 27.11.2016

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customers, concerns.On February 11, 2014, our customers entered into a Simple Interest Retail Installment Contract with DriveTime when they purchased a 2006 Mercury Montego. Our customers...

purchased a 3 year/36,000 miles Vehicle Service Contract, administrated by *******. Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference.DriveTime does not compete on price, nor do we hide it. We encourage our customers to research all aspects of their purchase. Our customers had the opportunity to review and sign the following documents:- Buyer’s Guide- Retail Purchase Agreement- DriveTime’s DriveCare Limited Warranty- What you need to know about financing a vehicle with DriveTime- Simple Interest Retail Installment ContractAll 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…lease insure you are comfortable with the condition of the vehicle prior to purchasing."Additionally, page one of the "Customer Delivery Checklist" under Maintenance Items, states:"…hese 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 find the Customer Delivery Checklist for your review.DriveTime offers a Vehicle Return Program, which gives our customers the ability to return the vehicle to DriveTime and terminate the Simple Interest Retail Installment Contract. To participate in the Vehicle Return Program, our customer must return the vehicle to the dealership within five calendar days. Attached is the Retail Purchase Agreement for your review.To date, no repair facilities have contacted ******* with any recommended repairs. We encourage our customers to take the vehicle to a repair facility to have the vehicle diagnosed. Once a claim is on file and coverage is determined, we can review for possible assistance.We have made several unsuccessful attempts via email and mail requesting our customers contact us regarding their concerns since the phone numbers on the account are invalid. On March 4, 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 discuss her concerns.At this time, we are unable to accommodate our customers’ request to lower payments, and fix the vehicle or rescind the contract and delete credit reporting.As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principal balance.DriveTime thanks the Better Business Bureau for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,DriveTimeCustomer Relations


Mark as useful (0 votes)
Reply
Satisfaction rating: 
User Reviewer2121815 time 27.11.2016

MY CAR IS IN THE SHOP AGAIN TODAY WHAT I WAS TOLD WAS EVEN THOU I AM UP TO DATE ON MY OIL CHANGS. MY OIL WAS BONE DRY AND THEY BELIEVE THAT IT MAY BE AN ISSUE WITH THE MOTOR NEEDING TO BE REPLACED.ON MONDAY I WENT BACK AND FORTH WITH DRIVE TIMES CUSTOMER RELATIONS DEPARTMENT AND AT FIRST I WAS OK...

WITH WHAT THEY OFFERED TO DO BUT NOW TWO DAYS LATER MY CAR IS IN THE SHOP AGAIN POSSIBLY NEEDING A MOTOR. i WAS TOLD THAT I WOULDNT HAVE MY CAR FOR A WEEK AND I WOULD BE RESPONSIBLE FOR RENTING A CAR,WHICH I DONT HAVE MONEY OR A MAJOR CREDIT TO BE ABLE TO RENT. WHICH IS WHY CUSTOMER RELATIONS GAVE ME A CREDIT FOR THE PASS DUE BALANCE. IAM ON PROBATION AT MY JOB AND CANT AFFORD TO MISS DAYS. NONE OF THE LOCAL DRIVE TIMES HAD ANT SELECTION OF CARS TO LEASE FROM KENNY A MANGER IN THE WILLIAMSTOWN OFFICE CALLED AS FAR AS MARYLAND. I WANTED TO FINANCE BECAUSE I DID FIND A COUPLE OF VEHICLES I LIKED HOWEVER CUSTOMER RELATIONS WOULD NOT GIVE ME ANY MORE CREDIT TO HELP ME GET INTO ANOTHER VEHICLE AND NOW HERE I AM BACK TO SQUARE ONE WITH MY CAR SITTING ON INTEGRITY LOT WAITING TO GET APPROVAL FROM AVEREX ON WHAT CAN BE FIXED AND WHAT CAN NOT.MY JOB IS REALLY LYING IN THE BALANCE


Mark as useful (0 votes)
Reply
Check fields!

Submit Review

Satisfaction rating:

DriveTime rating

Overall satisfaction rating

Category: AUTO DEALERS-USED CARS

Address: 1720 W Rio Salado Pkwy, Tempe, AZ, 85281-6590

Website: http://www.drivetime.com/

83 people are currently seeking DriveTime contact information. If you have any available please add it here.