DriveTime

Thank you for bringing this matter to our attention. We appreciate the opportunity to address these concerns.   DriveTime procures lead information from a number of different sources: our website, third-party partner websites, phone calls to our office, and phone calls or in-person visits to...

our dealership.   At this time, DriveTime is unable to assist with the removal of the credit inquiry. We are unable to locate any lead information provided within the complaint. Furthermore, we have been unable to reach the consumer to obtain further information. However, we will continue our efforts to contact them. Should they wish to discuss their concerns further, they may contact our Customer Relations department at [redacted].   We apologize for an inconvenience or confusion this matter may have caused. As a goodwill gesture, DriveTime has sent a $25.00 [redacted]ss gift card to the address provided on the complaint.   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 for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On October 1, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime, when she purchased a 2007 Dodge Caliber. Our customer elected to purchase...

a 3 year/36,000 mile Vehicle Service Contract, administered by [redacted]. Attached you will find the Simple Interest Retail Installment and the Vehicle Service Contract for your reference. All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. If a part is not properly functioning at the time of inspection, the part is replaced. Page one of the "Customer Delivery Checklist" under "Important Reminder," states: "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 purchasing." Additionally, on page one of the "Customer Delivery Checklist" under "Maintenance Items," states: "…These maintenance items are subject to replacement only upon failure of the component..." At the time of sale, our customer signed and dated the "Customer Delivery Checklist." The Customer Delivery Checklist is attached for your review. DriveTime offers a Vehicle Return Program, which gives our customer the opportunity 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 (5) calendar days. The Retail Purchase Agreement is attached for your review. A timeline of our customer’s repair history is as follows: ? On October 15, 2014, a repair facility contacted [redacted] to recommend replacing crank sensor and mass airflow sensor. [redacted] authorized the repairs under the Vehicle Service Contract. ? On October 18, 2014, we offered to reimburse our customer for a rental vehicle for up to $25.99 per day. To date, DriveTime has not received the receipts. ? On October 20, 2014, the same repair facility contacted [redacted] to recommend a cam-timing solenoid, accelerator pedal sensor replacement. In addition, recommended replacing and reprograming the PCM. [redacted] approved the repairs under the vehicle service contract and reimbursement of $25.99 per day, for rental vehicle. ? Later that day, our customer contacted us stating the deposit for a rental vehicle is approximately $300.00. We advised our customer that we are unable to assist with the deposit. ? On October 24, 2014, our customer contacted [redacted] stating the vehicle was shutting down on her again. [redacted] referred our customer to a new repair facility for a second opinion. ? On October 27, 2014, we encouraged our customer to take the vehicle to a repair facility as recommended by [redacted]. Once the diagnostic is complete, we can review for possible assistance. At this time, we are unable to accommodate our customer’s request to trade in the vehicle or refund all monies paid as she is outside of the five-day return program period. As a goodwill gesture, DriveTime has mailed a $25.00 [redacted] gift card to our customer’s address on file. DriveTime thanks the [redacted] for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations

Revdex.comPh. [redacted]Fax [redacted] Re: Complaint # [redacted]To Whom It May Concern:Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On June 12, 2015, our customer entered into a Closed End Motor Vehicle...

Lease Contract with DriveTime when he leased a 2008 [redacted]. The vehicle came with a life-of-lease Drivers Seat Limited Warranty, administered by [redacted]. Included you will find the Closed End Motor Vehicle Lease Contract and the Drivers Seat Limited Warranty Agreement for your reference.On June 16, 2015, our customer contacted [redacted] with brake and suspension concerns. [redacted] referred him to an in-network repair facility to have the vehicle diagnosed.On June 19, 2015, an in-network repair facility filed a claim with [redacted] for rotor and brake maintenance, tie rod ends, and an alignment. [redacted] approved all repairs and diagnostic fees in full under the terms of the Drivers Seat Limited Warranty.On June 22, 2015, the in-network repair facility filed an additional claim with [redacted] for the left-front lower ball joint. [redacted] denied these repairs, as they were only recommended due to a noise complaint and not due to mechanical failure.On July 31, 2015, our customer contacted [redacted] to report he had additional mechanical concerns. [redacted] referred our customer to an in-network repair facility; however, no claim was ever filed in regard to this matter.On August 17, 2015, our customer contacted DriveTime and advised that the vehicle would not start. We advised our customer per the Drivers Seat Limited Warranty, [redacted] offers up to $100.00 in tow reimbursement. Our customer inquired about getting into a new lease vehicle. We advised him before we could review his account for any possible exceptions we must first have a claim on file with [redacted].The same day, our customer contacted [redacted] about his no-start issue. [redacted] referred our customer to an in-network repair facility; however, no claim was filed regarding this matter.On August 25, 2015, our customer contacted DriveTime and advised he wished for DriveTime to recover the vehicle due to mechanical issues. DriveTime advised our customer he could cancel his lease contract at any time by returning the vehicle to the DriveTime dealership, but we do not recover vehicles when customers choose to end their lease contracts. We encouraged our customer to return the vehicle to a DriveTime dealership in order to cancel his lease.On August 29, 2015, we contacted our customer and addressed his concerns. We advised our customer we were able to offer two options: we could transport the vehicle to an in-network repair facility, or, per his contract, we could recover the vehicle and cancel his lease agreement. Our customer elected to have DriveTime recover the vehicle, as he wished to cancel his lease contract. Our customer was pleased with this resolution and advised he would return to the dealership to complete the cancelation process.We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, DriveTime has mailed a $25.00 [redacted] gift card to our customer’s address on file.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,[redacted]DriveTimeCustomer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This is ridiculous. Drivetime has commercials about working with customers and I also spoke with a Rep. in [redacted], Orlando location about this. They are not standing by employees words. They did the bait and switch on me. What company does bi-weekly payments? I was told this wasn't a problem. They said because I got paid bi-weekly, and IF THAT CHANGED WE COULD CHANGE IT. NEVER ONCE WAS I GIVEN THIS 6 MONTHS THING. Why 6 months? What is the difference? I never got a call from this person. My employment changed and I don't get paid Bi-weekly now. Why is this company trying to screw me. If they do not give a better response I will just file a claim in court. Won't cost me a dime, but them thousands in lawyer fees. I will deposition both employees of Drivetime that told me this.
Regards,
[redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On May 14, 2014, our customer entered into a simple interest retail installment contract when she purchased a 2006 Mercury Milan. Our customer purchased a 3 year/36,000 vehicle...

service contract. Included you will find the simple interest retail installment contract and the vehicle service contract for your reference. On on July 12, 2014 our customer sent an authorized third party to pick up her plates. Prior to this, we supplied our customer with temporary tags. On June 17, 2014 our customer took her vehicle to a repair facility for a PCM, coil pack, and spark plug repair. As a courtesy DriveTime covered approximately 70% of the cost of the repairs. On June 19, 2014 we informed our customer that we could offer rental reimbursement up to $25.99 per day as a courtesy though the repairs were non covered components. We have attempted to reach out to our customer on several occasions and have been unsuccessful in reaching her. Our research suggests there is no issue with their tags and registration and we have made exceptions outside of their contract for repairs. We are unable to accommodate our customer’s request at this time. As a goodwill gesture, DriveTime has credited our customer’s principal balance $25.00. 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

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 May 9, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2009...

Cadillac STS. Our customer also opted to purchase a 5 year/50,000 mile Vehicle Service Contract, administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference. On December 19, 2015, our customer contacted Aeverex and stated concerns with the vehicle slipping and jerking. Aeverex advised our customer to take the vehicle into a repair facility for diagnostic. On December 21, 2015, an Original Equipment Manufacturer filed a claim with Aeverex for the repair of a coil. Aeverex advised them that the repair was a non-covered component under the terms of the Vehicle Service Contract. DriveTime has made several unsuccessful attempts to contact our customer and address her concerns. On December 28, 2015, DriveTime sent our customer a letter to her address on file. The purpose of the letter was to inform her of our attempts to contact her. We encourage our customer to contact our Customer Relations department for further assistance at 800-865-8043. At this time, no claims have been filed with Aeverex for transmission repairs. DriveTime suggests that our customer take the vehicle into a repair facility for diagnostic so that we may review the situation for options for assistance. Without any new information, DriveTime is unable to accommodate our customer’s request to be placed into a different vehicle. 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. Continued… (Full version provided to the Revdex.com)

Re: Complaint # [redacted] Dear Ms. Hill, Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.   On September 09, 2016, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2008 GMC Acadia...

from DriveTime. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. The vehicle came with a 30 day/1,500 miles DriveCare Limited Warranty, administered by Aeverex. Our customer also opted to purchase a 5-year/50,000-mile Vehicle Service Contract, also administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract, DriveCare Limited Warranty, and Vehicle Service Contract, for your reference.   Prior to sale, DriveTime vehicles are 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, our customer signed a document titled ‘Customer Delivery Checklist.’ On the ‘Customer Delivery Checklist,’ under the sub section “Important Reminder,” it states:   “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 purchasing.”   On September 16, 2016, our customer contacted Aeverex regarding the check engine light and a knocking noise. Aeverex referred her to an in-network repair facility to have the vehicle diagnosed.   On September 23, 2016, an in-network repair facility filed a claim with Aeverex for the knock sensor, intermediate shaft, and steering diagnosis. Aeverex approved these repairs in full, under the terms of the DriveCare Limited Warranty.   On October 7, 2016, our customer contacted Aeverex regarding brake concerns. Aeverex referred her to an in-network repair facility to have the vehicle diagnosed. No claim was filed at that time.   On October 24, 2016, our customer contacted Aeverex regarding the warning light on in the vehicle and vibrations. Aeverex referred her to an in-network repair facility to have the vehicle diagnosed. --see attached

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.
Just to reiterate. The passenger side front window does not work most of the time. There is a hole by the drivers side floorboard that goes through the carpet which is where you put your foot to hit the gas and brake. That is a huge hazard. The defroster which I brought into their warranty shop that they said is working does not work correctly. The tires have already been replaced. We only have this a little over a year. This is a car that obviously hasn't been inspected before selling as they said it had. The seats were stained when I bought it and they cleaned them. They all came back. This is a disaster. Attached is the other repairs for a leak inside the car from the ac. This tells me the ac was not flushed and cleaned and caused a huge leak. Probably has mold. Every time you try to call them back it is over a half hour wait and I don't have time for waiting because I work. They should take this car back I am afraid it will explode next. There is also a knocking every once in a while that sounds like it is coming from the trunk. I have not missed a payment even though they don't deserve to be paid. Brakes also need replacement. How do you sell a car that needs major work and tell me a lie that there is a multipoint inspection done beforehand.
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.because they told me they couldn't do what I was asking told to call back next month until they got notice from your place now they want to help but went to dealership and they wouldn't help was told by mahager [redacted] she wasn't going to help.this place sucks all the way around. they all lied to you will never do business with these peopleRegards,Edward B Petersen

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I was told 30-60 days in Dec and this is now April. It is frustrating for me becasue I am doing what I need to do to better my credit and 0pay on time. That 25.00 gredit doesn't help me move into a home to be able to provide a roof for my child kand self my credit does. The Payment history letter that they have sent me was rejected by the place I am trying to move into and now that is 150.00 application fee edown the drain because they were neededing to see this on my report not a letter. I am very upset because just as they would like to be paid on time I expect my information to be reported on time. Not just when they get ready to. Regards,[redacted]

January 7, 2016    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 March 5, 2015, our customer entered into a Simple Interest Retail Installment...

Contract with DriveTime when she purchased a 2008 Kia Rondo. Our customer also opted to purchase a 5 year/50,000 mile Vehicle Service Contract, administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference. All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no need to replace it. Page one of the “Customer Delivery Checklist” under Important Reminder, states: “Our focus of 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 you will find the Customer Delivery Checklist for your review. On that same day, our customer was provided an Experian AutoCheck Vehicle History Report. The Experian AutoCheck Vehicle History Report may indicate a prior accident record, a rental or government vehicle, registered in a storm area, and/or a theft record. The Experian AutoCheck History report stated that the vehicle had been in one (1) accident prior to our customer purchasing the vehicle. Our customer signed and acknowledged understanding of the Experian AutoCheck report, attached for your review. On December 18, 2015, our customer contacted Aeverex and stated concerns with the wheel on the vehicle. Aeverex advised her to take the vehicle into a repair facility for diagnostic. Continued… (Full version provided to the Revdex.com)

March 8, 2016   Revdex.com Ph. (602) 212-2232 Fax (602) 263-0997    Re: Complaint [redacted]   To Whom It May Concern:   Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On January 22, 2016,...

our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2013 Chrysler 200 4C. Our customer also opted to purchase a 5 year/50,000 mile Vehicle Service Contract, administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference. All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no need to replace it. Page one of the “Customer Delivery Checklist” under Important Reminder, states: “Our focus of 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.” Additionally, on page one of the “Customer Delivery Checklist” under Maintenance Items, it states: “…These maintenance items are subject to replacement only upon failure of the component… After sale, these routine maintenance items are the responsibility of the vehicle owner…” At the time of sale, our customer signed the “Customer Delivery Checklist.” Attached you will find the Customer Delivery Checklist for your review. On February 25, 2016, our customer contacted DriveTime and stated concerns with the tires on the vehicle. DriveTime advised them that we would obtain further information for the needed tire replacement.   Continued… (Full version provided to the Revdex.com)

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On, September 28, 2011 our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2006 Mazda Mazda3. Attached you will find the...

Simple Interest Retail Installment for your reference.At the time of purchase, our customer signed and reviewed the attached "Important Things You Should Know" document. On page two, under subsection Payments it states:"Your payments are due on the due date. There is no grace period."On January 7, 2015, at thirteen days past due, we called our customer regarding the status of her account. Our customer informed us that she traded the vehicle in about one week prior. Our customer then contacted DriveTime on January 9, 2015, to obtain the ten day payoff quote to complete her trade in.On January 16, 2015, at twenty-two days past due, we contacted our customer to inform her of the possible negative impacts once the account reaches thirty-one days past due.On January 28, 2015, at thirty-four days past due, we contacted our customer and advised her we were still waiting for a payoff check from the dealership she trade the vehicle. Our customer advised us that the dealership had sent the check on January 14, 2015.On February 4, 2015, we received portion of our customer’s payoff, amounting to $8,081.23. At this point, our customer’s account had reached a total of forty-one days past due from payment due date of December 25, 2014.On February 13, 2014, we received a check for the remaining balance of $80.54 to pay off the remaining loan balance.At this time, we are unable to accommodate our customer’s request. DriveTime is required to abide by the Fair Credit Reporting Act (FCRA) for all reporting activity. Adjusting our customer’s credit to remove the late mark would be against FCRA §623 [15 U.S.C. § 1681s- 2] which states:"A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate."We have made several unsuccessful attempts to contact our customer to discuss her concerns. On May 15, 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.As a goodwill gesture, DriveTime has mailed a $25.00 American Express gift card to our customer.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,[redacted]DriveTimeCustomer Relations

(Please see attached for full response)Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. DriveTime has reviewed our customer’s concerns; we are unable to accommodate her request to delete her trade line from the three major credit...

bureaus or provide a refund of any monies. We determined we are accurately reporting to our customer’s credit file. A DriveTime/Bridgecrest trade line would not be reflecting on our customer’s credit if we had an incorrect social security number (SSN) listed for her. The Get Approved Form (GAF) completed by our customer prior to sale contains information she provided. Her signature was required before any credit applications were run. This signature is an acknowledgement that all the information listed was accurate and correct. Furthermore, DriveTime must obtain our customers’ signatures on all the necessary documents prior to completing any vehicle sale. We would not have sold the 2006 Ford Focus to our customer without her signature on the Contract.  DriveTime relayed our findings to our customer on September 5, 2017. She remained dissatisfied with our response and requested a copy of the credit and identity summary report. We advised her we would not be able to provide that as it is proprietary information. With no additional concerns expressed, the call was ended. If our customer would like Bridgecrest to open an investigation into the possibility of fraud, she will need to submit a copy of a valid ID (driver’s license or passport), her social security card, and a police report or notarized identity theft affidavit. She may fax or email the requested documentation to 866-284-8390 or to [redacted]. A detailed explanation of events is provided below.

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]

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 January 6, 2016, our customer entered into a Simple Interest Retail Instalment Contract when she purchased...

a 2009 Chrysler Town and Country. Attached is the Simple Interest Retail Installment Contract for your review. DriveTime strives for all advertising materials to accurately represent the vehicles we offer for sale. On rare occasions, we can have a discrepancy between an online listing of a vehicle and actual features of the vehicle at the dealership.  When including features on our online advertising, DriveTime pulls the features from the original manufacturer by using the vehicle’s identification number. DriveTime does not install any manufacturer produced components to our vehicles, such as Bluetooth, DVD players, etc… Prior to purchasing a vehicle, our customers have the opportunity to inspect and test drive the vehicle they are interested in, including confirming it has all of the customer’s desired features. We provide this opportunity to all of our customers to ensure they are satisfied with the vehicle prior to purchase. DriveTime offers a Vehicle Return Program, which gives our customer 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. We encourage all customers to research all aspects of the vehicle prior to sale to ensure they are comfortable with their purchase. At the time of sale, our customer was provided a document titled Customer Delivery Checklist. On page one of the Customer Delivery Checklist under Important Reminder, it states: Continued… (Full version provided to the Revdex.com) Tell us why here...

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 9, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a 2010 Chrysler...

Sebring. All lease vehicles come with a Life of Lease Limited Warranty, administered by Aeverex. Included you will find the Closed End Motor Vehicle Lease Contract and the Life of Lease Limited Warranty Contract for your reference.At the time of lease, our customer signed and reviewed the Drivers Seat Limited Warranty. On Page 3, under subsection titled Coverage Exclusions, it states:"The Drivers Seat Limited Warranty provides no benefits or coverage and Dealership has no obligation for… Loss of use, loss of time, lost profits or savings, inconvenience, commercial loss, or other incidental or consequential damages or loss that results from a Breakdown."On July 10, 2015, a repair facility initiated a claim with Aeverex regarding air conditioning concerns. The facility reported repairs needed for the blower motor and blower motor resistor. Aeverex approved all repairs and the diagnostic fee for a total of $249.16.On July 17, 2015, we contacted the repair facility to verify the amount of days the vehicle was in the shop for repairs. The repair facility advised the vehicle was dropped off on the evening of July 10th, the repairs were completed the morning of July 14th, and the vehicle was picked up that evening.As a one-time exception, DriveTime has offered to apply a per-diem credit to our customer’s account for the four days the vehicle was verified as being in the repair facility. On July 17, 2015, DriveTime’s Customer Relations Department contacted our customer to notify her of our offer to assist. We submitted for a credit of $62.05 to be credited to our customers account. This credit will account for four days at our customer’s per-day rate of $15.51. We advised our customer that this credit would apply to her account within three to five business days.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,[redacted].DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On July 14, 2014, our customer entered into a simple interest retail installment contract with DriveTime, when she purchased a 2010 Dodge Avenger. Our customer also purchased a...

3 year/36,000 mile service contract, administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and the vehicle service contract for your reference. On October 1, 2014, we contacted our customer to address her concerns and came to an amicable resolution. We advised our customer as a one-time exception, DriveTime will cover the cost of repairs for the harness. 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 ###-###-####. Sincerely, Camille DriveTime Customer Relations

For full response, please see attached. We have re-reviewed our customer’s account transactions and have determined all other payments made from October 27, 2016- May 25, 2017 were completed over the phone with a Bridgecrest representative. For each of these payments, our customer would be required to provide her credit, debit, or checking account information as well as verbal authorization to draft the funds. As we do not keep payment information on file for our customers, we would have no way to process these payments without the customer providing the needed information. We are unable to validate our customer’s claims that we have ever drafted a payment without her authorization. Additionally, on eight separate occasions, we requested our customer to provide running bank statements to validate her claims.  At this time, no such documentation has been provided.   In regards to the mechanical repairs needed for the vehicle, a claim was initiated for a broken right front axle. Aeverex sent an inspector to verify the failure. The inspector’s report stated;  “The control arm is bent severely with visible impact marks from hitting the ground. The right front brake caliper hose is pulled free of the caliper, the right front stabilizer link is broken off of the bar, the right front tie rod end is bent backwards and broken off near the outer tie rod end and the power steering rack is leaking”  Additionally, we reviewed pictures of the vehicle at the repair facility which showed clear signs of impact damage and are attached for your review. Aeverex denied these repairs, as they were a result of physical damage.   On page three (3) of the Vehicle Service Contract under subsection “Exclusions”, it states’  “This Contract provides no benefits or coverage and Provider has no obligation under this Contract for: a Breakdown caused by overheating, rust, corrosion, restricted oil or coolant passages, restricted filters or physical damage.”

October 2, 2015 Revdex.com Ph. ###-###-#### Fax ###-###-####  Re: Complaint # [redacted] To Whom It May Concern, Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. On December 8, 2014, the vehicle was recovered for default due to non-payment. Please refer to page 3 of the Simple Interest Retail Installment Contract, “Default”          “You will be in default if you do not make any payment in full when such payment is due...We may also take items of personal property found in the Vehicle when we take back the vehicle and hold them for you. If you do not claim them within the time required by law, we will dispose of them in a commercially reasonable manner. “ “If we take back the vehicle, we will sell it unless you exercise any right to cure or redeem the Vehicle that you may have under state law. The sale proceeds, less amounts we pay to take back the vehicle, hold it, prepare it for sale, and sell it, and less our attorneys’ fees and legal costs if permitted by law, will be used to pay the amount you owe on this contract. Any money left will be paid to you unless the law requires that we pay it to someone else. If the sale proceeds are not enough to pay off this contract and costs, you will pay what is still owed (the deficiency) to us.” On December 10, 2014, we mailed our customer a redemption and reinstatement form. The purpose of this form is to inform the customer of the options available regarding the vehicle. Attached you will find a copy of the Redemption and Reinstatement Form for your reference. On page one of the Redemption and Reinstatement Form under the subtitle “All Charges are estimates and subject to change” it states: “Your Vehicle is stored at the following location: [redacted], North Las Vegas 89165 ###-###-####. If your vehicle was REDEEMED or, if entitled, the contract is REINSTATED, it can be reclaimed at this address. If you had any personal property in the repossessed vehicle, such property may be identified and claimed by contacting the following party at the phone number.”  On page two of the Redemption and Reinstatement Form subtitle “Notice Of Sale” it states: “The vehicle described above will be sold at private sale at any time 10 days after the Date of Notice shown above unless the vehicle has been REDEEMED or the contract has been REINSTATED…If the vehicle is not redeemed or the contract is not reinstated within the time period stated above, we will dispose of the vehicle.” On December 12, 2014, our customer contacted DriveTime regarding the repossession. We informed our customer to redeem the vehicle we require a payment of $1,600. Our customer advised DriveTime she would redeem the vehicle at the end of the month. We gave authorization to hold the vehicle until that time. Our customer did not redeem the vehicle. On March 12, 2015, we mailed our customer an Explanation of Calculation of Surplus or Deficiency form. The purpose of the document is to inform our customer of the proceeds received for the vehicle, and the amount being applied to their current deficiency balance. Attached you will find a copy of the Explanation of Calculation of Surplus or Deficiency form for your reference. At this time, DriveTime is willing to offer our customers the following resolution. We will delete our customer’s trade lines and waive the remaining deficiency balance. This update should reflect on our customer’s credit reporting 30-90 days after the request is completed. We apologize for any confusion or inconvenience this 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 ###-###-####. Sincerely, Josh S. DriveTime Customer Relations