DriveTime

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

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)

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]

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]

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 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].

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:
Thank you! I am happy with the outcome! I spoke with DriveTime expressed my concerns with the customer service , but I also appauled them for the great lease program! 
Regards,
[redacted]

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

April 11, 2016   Revdex.com Ph. [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 July 30,...

2012, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2004 Jeep Grand Cherokee. Attached you will find the Contract for your review. On March 7, 2016, our customer contacted DriveTime in order to obtain a 10 day payoff quote for her vehicle. Our customer was given a 10 day payoff quote of $7,191.93, with a per diem of $4.35, and was advised that this quote would be good until March 17, 2016. On March 11, 2016, DriveTime contacted our customer regarding a past due balance on her account. Our customer advised our agent that she had sent a check to DriveTime to pay off the account. On March 19, 2016, DriveTime contacted our customer regarding her past due balance. Our customer again, advised us she had mailed a check to pay off the remainder of the loan. Our agent encouraged our customer to see if there was a tracking method available since we had not yet received the check. On March 26, 2016, our customer called DriveTime to advise she was continuing to receive collection calls, and that she had a copy of her cancelled payoff check, subsequent to its deposit by DriveTime. Our representative advised she would set a promise to pay on the account to prevent further collection calls and asked our customer to fax in the cancelled check. On March 29, 2016, our customer faxed a copy of the cancelled check to us. Attached is a copy of the check for your review. The document supports our customer’s contention that she had provided a payoff check to DriveTime. At this time the payoff amount has been credited to our customer’s account, and the account is marked in our system as a Paid Loan.

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customers’ concerns. On February 11, 2015, our customer entered into a Cancel Anytime Lease Contract when she leased a 2005 GMC Envoy. All lease vehicles come with a Driver’s Lease Limited Warranty,...

administered by [redacted]. Included you will find the Closed End Motor Vehicle Lease and the Driver’s Seat Limited Warranty 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, it will not be replaced.  Page one of the "Lease Vehicle Inspection Checklist" under Important Reminder, states: "Our focus of the multi-point inspection is primarily the safety and reliability of your vehicle…Please insure you are comfortable with the condition of the vehicle prior to purchasing." On February 13, 2015, our customer contacted [redacted] and was informed that since she is new into the lease, exceptions can be made to cover non-covered components under the Driver’s Seat Limited Warranty. On February 17, 2015, a repair facility contacted [redacted] and recommended the battery and serpentine belt be replaced. [redacted] made an exception and approved the recommended repairs. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s account. We have made several unsuccessful attempts to contact our customer to discuss her concerns. On February 20, 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. 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.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]

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

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On November 14, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2008 Buick Lucerne....

Attached you will find the Simple Interest Retail Installment Contract for your reference. DriveTime has temporarily ceased credit reporting to all three major credit bureau agencies. The cease is due to required system enhancements taking place in the manner DriveTime reports to the credit bureaus. We originally anticipated these enhancements to be completed no later than late February; however, there were some issues that arose that had to be addressed, pushing that timeframe out to 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. At this time, we have completed the necessary updates with [redacted] and [redacted]. Both credit bureaus have confirmed they have begun uploading our customers’ account information for public viewing. On March 30, 2015, after speaking with one of our representatives about his concerns, our customer decided to return his vehicle to DriveTime. Our customer was informed that credit reporting has resumed and returning his vehicle may have a negative impact toward his credit. Due to our customer’s concerns, we have currently placed a hold on his account, and would be pleased to work with him on options of redeeming the vehicle. As a goodwill gesture, DriveTime has mailed a $25.00 American Express gift card.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTimeCustomer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address the authorized third party’s concerns.
On December 13, 2013, our customer entered into a Closed End Motor Vehicle Lease with DriveTime, when he leased a 2006 Ford Five Hundred that came with a limited...

warranty. Included you will find the Closed End Motor Vehicle Lease and the Limited Warranty Agreement for your reference.
We have made several attempts to contact the authorized third party to discuss her concerns, but have been unsuccessful. On September 17, 2014, we sent a letter via certified mail to the address on file. The purpose of this letter is to inform the authorized third party of our attempts to reach out to her. We encourage the authorized third party to contact our Customer Relations department at [redacted], to discuss her concerns.
As a goodwill gesture, DriveTime has mailed our customer a $25 American Express gift card to the address provided on file.
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted].
Sincerely,
DriveTime
Customer 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.

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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On December 3, 2013, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2007 Nissan Murano. Included you will find the Simple Interest...

Retail Installment Contract for your reference. On December 10, 2014, we reached out to our customer to address her concerns. We discussed the appraisal she received as well as the total price of her current vehicle. Components that go into the total price of the vehicle: ? DriveTime’s sales price ? Any sales tax ? Any optional products purchased at time of sale ? Licensing and registration fees ? Interest amount based on the interest percentage rate computed for our customer Breakdown of the original vehicle finance information: ? Amount Financed: $18,075.85 ? APR/Interest Rate: 24.638% ? Finance Charge: $15,838.89 ? 68 monthly payments of $491.53 with one final payment of 490.70             o Interest paid thus far: $4,187.88             o Principal paid thus far: $2,655.12             o Current per diem of interest is $10.41 In addition, page one of the "What you need to know about financing a vehicle with DriveTime" document under "Financial" states: "Your contract is a ‘simple interest’ contract. That means interest is charged each day on the amount you financed with us. When you make a payment, your payment pays interest and then it pays/reduce the amount financed. If you pay late, your contract continues to accrue interest each day. When you make your payment late, more of your payment has to go to pay the extra interest. This means less of your payment goes to pay/reduce the amount financed and it can take longer to pay off your contract with us." Attached you will find the "What you need to know about financing a vehicle with DriveTime" document for you review. At this time, we are unable to accommodate our customer’s request to change the price of her vehicle to $7,000. As a goodwill gesture, DriveTime has credited our customers’ 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, 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.”

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customers’ concerns. The actions described in our customer's correspondence are clearly not in keeping with DriveTime's set standards of service and support. DriveTime strives to make each customer’s...

experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respect. On January 24, 2014, our customers entered into a Simple Interest Retail Installment Contract when they purchased a 2004 GMC Yukon. Included 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 $228.83 and 1 final payment of $227.13, beginning February 15, 2014. Our loan-servicing department is designed to work with our customers during times of delinquency to create a plan to become current. Our customers may receive phone calls during this time of delinquency to aid in resolving the past due balance. On September 23, 2014, our customers contacted us requesting a frequency change to monthly. At this time the account was 66 days past due. We informed our customers a payment of $81 would be needed in order to qualify for a frequency change. Later that day, our customers completed the payment. On September 24, 2014, our customers’ frequency changed to monthly. In addition, we processed a six-payment deferment to bring the account current. Our customer’s new monthly payment is due on October 28, 2014. We have attempted to contact our customers via phone to address their concerns, but have been unsuccessful. We encourage our customers to contact us at ###-###-####, to discuss their concerns. 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, DriveTime Customer Relations