DriveTime

On October 1, 2016, our customer entered into a Simple Interest Retail Installment Contract when he purchased a 2007 Chrysler Aspen from DriveTime. The vehicle came with a 30-day/1,500-mile DriveTime Limited Warranty, administered by Aeverex. Our customer opted to purchase an additional...

5-year/50,000-mile Vehicle Service Contract, also administered by Aeverex. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. Attached is a copy of the Simple Interest Retail Installment Contract, the DriveTime Limited Warranty and the Vehicle Service Contract for your review.On February 15, 2017, DriveTime spoke with our customer and offered to take back the vehicle and place him into a different vehicle. We advised him we would transfer the down payment and all payments paid into the loan towards the new vehicle, and honor the previous loan terms. He expressed satisfaction with our resolution and accepted our offer.Later that day, we came to an amicable resolution, our customer entered into a new Simple Interest Retail Installment Contract with DriveTime when he purchased a 2009 Nissan Titan. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation.As an additional goodwill gesture, DriveTime has sent our customer a $25.00 [redacted] gift card to his address on file.

November 18, 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 February 14,
2015, our customer entered into...

a Closed End Motor Vehicle Lease with DriveTime
when she leased a 2005 Chevrolet Suburban. The Closed End Motor Vehicle Lease is
attached for your review. On page 2 of the Closed End
Motor Vehicle Lease under subsection “9. Types And Amounts of Required
Insurance Coverage”, it states: “You must maintain
insurance in the following amounts: (i) Bodily Injury Liability with limits of
$30,000 one person/$60,000 for all persons, (ii) Property Damage Liability with
limits of $25,000, but in no event less than the state required minimum
amounts. Should you move to another state you agree to comply with the
financial responsibility requirements of that state. You agree to notify us
immediately by contacting DriveTime Customer Service at 1-800-813-5883 if you 1)
change your insurance carrier, or 2) change your address at any time during the
lease.”On September 22,
2015, DriveTime was notified that our customer was no longer insured underneath
the plan he initially provided to us. At that time, DriveTime attempted to
contact our customer to provided updated insurance information. On October 6,
2015, DriveTime received a partial declaration page of insurance for our
customer. This declaration page did not contain all the necessary information needed
and was not accepted. Due to this DriveTime enabled the buzzer inside of our
customer’s vehicle used to alert our customer to contact us. On October 7,
2015, at 12 days past due, DriveTime exercised our contractual right to place
the vehicle out for recovery. Please refer to page 3 of the Closed End Motor
Vehicle Lease Contract, under the section titled “Default, Repossession And
Other Remedies”: “The following
are events of default… (a) You fail to pay any periodic payment when due….(c)
You do not maintain required insurance…If you are in default, after waiting any
time the law requires, we may…(e) Take (repossess) the Vehicle wherever we find
it and enter any property where the Vehicle may be to do so….” On October 9,
2015, our customer made a payment towards his account to bring the account to a
current status. We advised our customer that his vehicle would remain out for
recovery until an updated declaration page has been received as the previous
information was not acceptable. On that same
day, our customer contacted DriveTime after sending in documentation for his
insurance. We advised our customer that the documents received were not
acceptable and the vehicle would remain out for recovery. On October 14,
2015, we contacted our customer to advise the vehicle was eligible for recovery
due to incomplete insurance documentation. On November 9, 2015, after al
out another 30 days to provide the documentation, the vehicle was
recovered. On November 10,
2015, our customer provided DriveTime with an updated declaration page of
insurance and paid all fees associated with the recovery of the vehicle. On
November 16, 2015, DriveTime contacted our customer to address his concern. We
advised our customer we would not be able to refund the monies paid to redeem
the vehicle as it was a rightful recovery. We apologize for
any confusion or inconvenience this matter may have caused. As a good will
gesture, DriveTime has applied a $25.00 credit to our customer’s account. DriveTime thanks
the Revdex.com for their ongoing support. Should you have any
questions or concerns, please contact us by calling us at [redacted]Sincerely, [redacted]Customer
Relations DriveTime

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On October 30, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime, when she purchased a 2009 Dodge Journey. Our customer also...

purchased a 3 year/ 36000 mile service contract administered by Aeverex. Included you will find the Simple Interest Retail Installment Contract and the Aeverex Pre-Owned Vehicle Coverage agreement for your reference.
On July 15, 2014, DriveTime contacted our customer to address her concerns. At this time, we are currently working with our customer towards an amicable resolution.
As a goodwill gesture, DriveTime has applied a $25 credit to our customer’s principal balance.
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted].
Sincerely,
DriveTime
Customer Relations

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]

I see that you stated: "We explained she would need to satisfy at least $1,738.00 to reinstate". I don't know where this information is coming from. NO one explained that amount to me and  I didn't speak to anyone with this information and it is false.  I was also told it was 180 days past due- which is incorrect.  I spoke with a rep the day of repossession, asked where my vehicle was, he gave phone number and he explained he needed $964 but if I had 376 he could lock in that price and give 7 days to come up with 588.00.but it needed to be done that day (the 5th) (that included repossession fee and payment)   Then he went to explain that once that was paid there would be a monthly amount set up of 408.18. I didn't get anything in writing until yesterday.  And  Even the letter I received has different amounts. Something somewhere just isn't right with the amounts. .Plus your rep was rude at the time of asking quesitons.  I asked if he could slow down I was writing.  When I was asking questions again, he said "apparently you weren't writing either".  What kind of customer service is that?  . I told him I had to call back. So to clear everything, I was initially writing about you all advertising of your champ program and doing your best to keep individuals in their vehicle....  you didn't even touch this issue!!!    As mentioned, I was a LOYAL customer over 5 years and had two vehicles with you all.  I'm good... Just in the future hope that your reps and company can have quality customer service.  Thank you Revdex.com.   I did want to express my concerns.

(Please see attached for full response)Later this same day, our customer contacted DriveTime to advise she decided she would like to return the vehicle and receive a refund of her down payment. She further advised she would return to the dealership the following day to complete the process....

DriveTime advised we would send the necessary approvals to the dealership and the call was ended on amicable terms. We apologize for any frustration or inconvenience this matter may have caused. Our customer has returned the vehicle and has received her down payment refund. Additionally, as a gesture of goodwill, we have sent our customer a $25 [redacted] gift card. 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 simply don't agree with some of this response:I am out of pocket $445.85 on repairs a warranty was supposed to cover on an "engine" issue, I didn't opt out, the warranty and a tracking system was added to the bill.I don't believe the vehicle was properly inspected, the front brakes completely failed after just two months of me driving the vehicle.The rear door isn't a cosmetic issue, where theft could occur, I believe that's a safety and security issue.I can fax a copy of the latest repair bill, will it take three months for a proper response like it did last time?

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 February 25, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she...

purchased a 2008 Chevrolet Aveo. Attached you will find the Simple Interest Retail Installment Contract for your reference. At the time of sale, our customer agreed to make 121 bi-weekly payments of $198.68 and 1 final payments of $197.14, beginning March 19, 2014. Since March 19, 2014, our customer has been set up on automatic payment withdrawal. On June 13, 2015, our customer requested a payoff quote from DriveTime. We informed our customer of the payoff amount of $11,436.62, which would remain good until June 23, 2015. On June 17, 2015, our customer contacted DriveTime and requested we take her payoff payment over the phone. We informed our customer that we use a third party vendor to process payments, Western Union. We informed our customer in order to take the full balance of $11,436.62, we would have to break it down in increments, and there would be a processing fee of $4.50 for each transaction. We informed our customer it would be easier to send certified funds directly to DriveTime’s payoff address. On June 22, 2015, we received a payoff check in the amount of $11,436.62. On June 24, 2015, our customer contacted DriveTime and informed us DriveTime’s automatic payment withdrawal system had pulled a payment of $198.68 from her bank account. We informed our customer that her automatic payment withdrawal had not been cancelled after her payoff check had been received, but DriveTime had not yet received the funds on our end. We informed our customer once the payment posted to her account, DriveTime would then be able to issue a refund if there was an overpayment on the account. On June 26, 2015, a payment of $198.68, which had originally posted to our customer’s account on June 10, 2015, was reversed. Our customer had closed the bank account she was utilizing for automatic payments, causing the reversal to occur. When processing automatic payment withdrawals through Western Union, funds can take up to 14 days to clear and post. Because of this reversed payment, our customer was left with a remaining principal balance of $163.66. On June 30, 2015, the automatic payment of $198.68 from June 24, 2015, posted to our customer’s account. At this time, DriveTime must wait to ensure the payment from June 24 does not reverse due to the bank account being closed, as the June 10 payment did. If the June 24 payment does reverse due to the bank account being closed, DriveTime is willing to waive the remaining deficiency balance as a good-will gesture. If the payment does not reverse, our customer will be sent a refund check of $35.02.On July 1, 2015, we contacted our customer to discuss her concerns. We encouraged our customer to provide running bank statements from her financial institution that show the payments from June 10 and June 24 cleared from her bank account. We informed our customer we would refund any overpayments that are due to her. During our conversation, the call was disconnected. At this time, DriveTime is diligently working towards a resolution for our customer. If our customer would like to continue to discuss this matter, we encourage her to contact our Customer Relations department at ###-###-####. 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

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

(Please see attached for full response)On January 3, 2017, DriveTime reached out to our customer to discuss his concerns and spoke with the authorized third party. The authorized third party expressed frustration at having made payments towards the loan with nothing being reported to the credit...

bureaus and for not being able to receive the requested documentation. We explained the above-mentioned information and advised we would send transaction history and account status letter as documentation of existing lease. The authorized third party verified our customer’s contact information and the call was ended on amicable terms. We apologize for any inconvenience or confusion this matter may have caused. We have sent our customer his transaction history and an account status letter he can use that reflects the payment history of his lease with us. We are unable to accommodate our customer’s request to report his lease to the three major credit bureaus. As a gesture of goodwill, we have sent our customer a $25.00 [redacted] gift card. 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

September 14, 2015   Revdex.com Ph. (602) 212-2232 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...

February 7, 2014, before purchasing a vehicle with DriveTime, our customer filed for Chapter 7 bankruptcy. This bankruptcy was discharged on May 27, 2014.   On March 25, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2007 Ford Edge. 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 the three major credit bureaus, and they have uploaded our customers’ account information for public viewing.   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 our 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 discharged bankruptcy. This update should reflect on our customer’s credit reporting within 30-60 days. We will be reinstating these trade lines with Experian, Equifax, and TransUnion.   We have attempted to contact our customer to discuss his concerns. We encourage him to contact our Customer Relations Department at 800-965-8043, to discuss his concerns further.   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 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 800-965- 8043. Sincerely,   [redacted] DriveTime Customer Relations

January 7, 2015 [redacted]Revdex.com Ph. ###-###-#### Fax ###-###-#### 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 December 18, 2013, our customer entered into a...

Simple Interest Retail Installment Contract when he purchased a 2006 Volkswagen Jetta. Our customer also elected to purchase the 3 year/36 month Limited Warranty administered by [redacted]. Included you will find the Simple Interest Retail Installment Contract and Limited Warranty for your reference. In April of 2014, our customer contacted [redacted] in regards to the vehicle smoking and having a no start issue. [redacted] referred our customer to two different shops to get a diagnostic completed. A claim was not called into [redacted] from any repair facility; therefore, we were unable to address any issues the repair facility found. Our customer contacted Averex and advised that he paid for the repairs himself. He was informed to fax in his invoice to be reviewed for possible reimbursement by the [redacted] claims department. On December 22, 2014, the vehicle needed a transmission replacement that was approved through [redacted]. An intake manifold assembly, intake gasket, and throttle gasket were needed as well but are not covered under the warranty. We have been unable to contact our customer regarding his complaint. At this time, we are unable to refund his money back. However, we ask our customer to contact us at the number below to go over the following option we can provide: ? -Our customer needs to pay the $600.00 past due balance. Our customer "charged back" his $600.00 down payment on March 3, 2014 that was never repaid. Therefore, the down payment still needs to be paid to the account. ? -Once the $600.00 is paid, we will be able to authorize $600.00 in repair assistance for the two non-covered components needed. ? -Our customer will be responsible for the remaining $402.28 for repairs based off the estimate received from the repair facility. To assist with our customer having to come out of pocket for this repair, we could offer a two-payment deferment. 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

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On February 24, 2014, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a 2004 Ford...

F150. Included you will find the Closed End Motor Vehicle Lease Contract for your reference.   On July 1, 2015, DriveTime received confirmation that our customer’s insurance on the vehicle had been canceled as of May 7, 2015. Please refer to page 2 of the Closed End Motor Vehicle Lease Contract, under the section titled “Types and Amounts of Required Insurance Coverage”: “You must maintain insurance in the following amounts: Bodily Injury Coverage with $ $25,000 for each person/$50,000 for all persons limits and in no event lessthan the state required amounts.” DriveTime contacted our customer on this same day to inform her that an updated declaration page of insurance was necessary to avoid recovery of the vehicle. We were unable to contact our customer over the phone; however, we did enable a buzzer noise in the vehicle. The reason for enabling the buzzer noise is toalert our customer to contact DriveTime.  On July 2, 2015, DriveTime exercised their contractual right to assign the vehicle out for recovery, as our records indicated that our customer’s insurance had been cancelled. On July 6, 2015, the vehicle was recovered due to the lack of current insurance information on file. Please refer to page 3 of the Closed End Motor Vehicle Lease Contract, under the section titled “Default, Repossession and Other Remedies”: “The following are events of default… (c) You do not maintain required insurance….If you are in default, after waiting any time the law requires, we may…(e) Take (repossess) the vehicle wherever we find it and enter any property where theVehicle may be to do so….” We advised our customer that she would be responsible to pay all fees associated with the recovery, as well as provide proof of updated insurance within a 48hour period, in order to redeem the vehicle. At this time, DriveTime is unable to refund the cost of the redemption fees to our customer. We have made several unsuccessful attempts to contact our customer and work toward an amicable resolution. We encourage our customer to contact our Customer Relations department at ###-###-####. We apologize for any confusion or inconvenience this matter may have caused. As goodwill gesture, we have credited $25.00 toward our customer’s account. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely, [redacted]. DriveTime Customer Relations

On March 21, 2016, our customer entered into a Simple Interest Retail Installment Contract (Contract) with DriveTime when she purchased a 2011 Ford Taurus. The Contract was subsequently assigned to Bridgecrest Acceptance Corporation (Bridgecrest).  Attached is a copy of the Contract for your...

reference.  At the time of sale, our customer agreed to make 142 bi-weekly payments of $185.52 and one (1) final payment of $184.35, beginning on April 16, 2016. Our customer also agreed to finance a total of $15,865.04 with a 20.313% Annual Percentage Rate (APR), as outlined on page one (1) of the Contract. If our customers are dissatisfied with their purchase and wish to return the vehicle, for any reason, DriveTime offers a Vehicle Return Program (VRP). The VRP is outlined on page one (1) of the Retail Purchase Agreement, which is attached for your reference, and states:“You [our customer] will give me the ability to return the Vehicle to DriveTime and rescind this Retail Purchase Agreement so long as I return the Vehicle: 1) To the DriveTime dealership where I purchased it within five calendar days (excluding the date of purchase, Sundays, and days DriveTime is closed for holidays), no later than the close of business on the fifth calendar day;…”After a year of maintaining timely loan payments, our customers have the option to apply for financing for a second vehicle with DriveTime. Additionally, DriveTime offers a “Champ Program” for eligible customers Once the active loan’s principal balance with Bridgecrest is paid down to $4,500.00, the customer is then eligible to trade the vehicle in and purchase/finance an upgraded replacement vehicle with no negative equity rollover and the same or better payment structure.DriveTime reviewed the account notations for conversations regarding our customer’s attempts to return the vehicle. We are unable to locate any conversations... (continued on response)

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.I don't agree with the interest rate, I have looked over my contact and it's doesn't say charged daily. I will just accepted this and hope things get better. I can't worry about it anymore, my health is not good from all the worry
Regards,
[redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On June 19, 2013, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2007 Hyundai Sonata. The vehicle came with a 3 year/36,000 mile...

limited warranty. Included you will find the Simple Interest Retail Installment Contract and the DriveCare Limited Warranty agreement for your reference.
All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. The vehicle met DriveTime and Department of Transportation standards.
Our customer also reviewed and signed the What You Need to Know About Financing a Vehicle with DriveTime document. On page two (2) under section Other Stuff sub-section Vehicle Inspection it states:
“You are purchasing a used vehicle which may have had paint or body work we did not perform and are not aware of. You had an opportunity to inspect your vehicle and are satisfied with it.”
On page one (1) under the section Vehicle Return Program, it states:
“If all required conditions are met, DriveTime will give you the ability to return the vehicle to DriveTime and terminate your contract within five calendar days of purchase (excluding the date of purchase, Sundays and days we are closed for holidays).”
The What You Need to Know About Financing a Vehicle with DriveTime document has been attached for your review.
 Additionally, Ms. [redacted] was provided a Customer Delivery Checklist. The Customer Delivery Checklist is provided to our customers to ensure they are comfortable with the condition of the vehicle prior to purchasing. Under section Maintenance Items, it states the following:
“maintenance itemsare subject to replacement only upon failure of the component. After sale, these routine maintenance items are the responsibility of the vehicle owner.”
Included you will find a copy of the Customer Delivery checklist for your reference.
We are in currently contact with our customer and are working towards an amicable resolution.
As a goodwill gesture, DriveTime has applied a $25 credit to our customer’s principal balance
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted].
Sincerely,
DriveTime
Customer Relations

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear be. I'm not interested in continuing to pay out of pocket expenses for repairs to the vehicle. It is costing too much to pay for repairs and paying a car note. A deferred payment is no longer acceptable to resolve the issue. I would much rather be able to return the car to Drive Time and not be responsible for any balances, due to the fact that the car is unreliable.Regards,[redacted]

Concern: Our customer is stating we do not inspect our vehicles Our customer is stating they paid $4000 out of pocket for repairs Our customer is stating the vehicle is in and out of the shop a lot Desired Outcome: ·         Our customer would like return the vehicle Desired Resolution: ·         We are attempting to make contact to address their concerns ·         We are requesting receipts for prior repairs paid for ·         We are reviewing options of possible assistance for current repairs

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.   Prior to the sale of the vehicle, DriveTime pulled our customer’s credit report to review our inventory for vehicles he qualified for. At that time, there was an active...

Chapter 13 bankruptcy reflecting on our customer’s credit report. However, this was mistakenly overlooked and the sale for the 2008 Dodge Grand Caravan was completed on February 16, 2017. We apologize for any inconvenience or confusion this matter may have caused.   On April 15, 2017, DriveTime’s Verifications department reviewed our customer’s information from the time of sale and found an active Chapter 13 bankruptcy on the credit report DriveTime obtained. DriveTime then contacted our customer to request he provide us with a trustee approval letter for the sale of the vehicle or return the vehicle and we would refund the down payment ($1,200.00). Our customer opted to return the vehicle later this same day.   On April 17, 2017, DriveTime attempted to contact our customer to advise we would be refunding the two monthly payments made towards his account, totaling $827.36, as a gesture of goodwill. We will continue our efforts to reach our customer to inform him of our resolution.   At this time, the contract has been rescinded and a refund in the amount of $827.36 is being processed and will be mailed to the customer’s address on file within 7-10 business days. We invite our customer to contact our Customer Relations department, at [redacted], to discuss any further concerns. DriveTime strives to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respect. We will be pursuing all internal training opportunities to ensure the successful financing of our customers.