DriveTime

[redacted] Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On July 31, 2014,...

our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2009 Buick Lacrosse. Attached you will find the Simple Interest Retail Installment Contract for your reference. At the time of purchase, our customer’s payments are set up to match their pay frequency from their source of income. After six months, DriveTime customers may contact customer service to initiate a frequency change to match their desired payment frequency. The actions described in our customer's correspondence are 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. Our loan servicing department is designed to work with our customer to make payment arrangements or offer assistance to resolve the past due amount. On March 26, 2015 DriveTime submitted a request to modify our customer’s payment frequency. When we did receive the returned documents from our customer, the documents were too dark. The request was declined due to the documents being illegible. On April 14, 2015, DriveTime submitted a second request to modify our customer’s payment frequency. The modification request was declined due to the documents being signed 11 days after the effective date of the request. On April 21, 2015, DriveTime submitted a third request to modify our customer’s payment frequency. Following this date, DriveTime’s Customer Relations Department emailed our customer the updated modification documents and received the completed forms from our customer. On April 29, 2015, we spoke with our customer and informed her that the frequency change was approved and was in the final stages of completion. Our customer confirmed that she was pleased with this resolution. We have reached an amicable resolution with this customer. As a goodwill gesture, DriveTime has applied a $25.00 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, [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 2008 Chrysler Town & Country. Our customer’s...

vehicle came with a 30 day/1,500 mile DriveCare Limited Warranty, administered by Aeverex. Our customer also purchased a 5 year/50,000 mile Vehicle Service Contract, also administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract, the DriveCare Limited Warranty Agreement, and the Vehicle Service Contract for your reference. On July 24, 2014, our customer contacted Aeverex and advised them she had concerns about a brake noise. Aeverex referred our customer to a repair facility to have her vehicle diagnosed. On July 28, 2014, the repair facility filed a claim with Aeverex. They advised that there was no safety concern with our customer’s brakes. As our customer was within the first 30 days and 1,500 miles of her loan, Aeverex covered the brake diagnosis under the terms of the DriveCare Limited Warranty. On July 31, 2014, our customer contacted DriveTime with concerns that the brake repairs were not being covered. As a goodwill gesture, DriveTime approved our customer’s front brake pad and rotor repairs in full, despite there being no diagnosed safety concern. On October 16, 2014, our customer contacted Aeverex with engine concerns. Aeverex referred our customer to a repair facility to have these issues diagnosed. No claim was filed by a repair facility in regards to this matter. On February 27, 2015, our customer contacted Aeverex with further concerns about engine issues. Aeverex referred our customer to a repair facility to get the vehicle diagnosed. On March 2, 2015, a repair facility filed a claim with Aeverex for the thermostat, heater hose, and intake gasket. These components are not covered under the Vehicle Service Contract, and were therefore not approved by Aeverex. On March 9, 2015, our customer contacted Aeverex with concerns that the repair facility had misdiagnosed the issues with her vehicle. Aeverex authorized our customer to take her vehicle to an out-of-network repair facility for a second opinion. As a goodwill gesture, we agreed to waive the deductible if the repairs were covered under the Vehicle Service Contract. To date, there is no claim on file with Aeverex from an out-of-network repair facility. On March 26, 2015, we reached out to our customer and attempted to address her concerns. We offered our customer payment deferments if she sent in receipts for her previous out of pocket repair expenses. We also encouraged her to take her vehicle to an out-of-network repair facility for further diagnosis so we could review options to assist with her mechanical issues. Our customer declined both these offers and stated she would seek legal action and then ended the call. At this time, we are unable to accommodate our customer’s request to return her vehicle and receive her down payment back. We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, DriveTime has applied $25 to our customer’s principal balance. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely,DriveTimeCustomer Relations

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have additional documents showing proof that the repair shop gave the wrong mileage on the original request in July. I was told by [redacted] the supervisor to fax her the corrected mileage & I would be refunded the $250. After I sent her the fax it was delayed being delivered to her by another supervisor [redacted] for approximately 10 days. During that time I feel that [redacted] went into the account & modified the records to no longer show the original error. In my opinion Drivetime is trying to falsify records to avoid being responsible for selling me a car with a falty part. Is there a fax number that I could send the documents for your review? I don't have a scanner at this time. Thank you 
Regards,
[redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concernsOn July 14, 2015, DriveTime’s Customer Relations Department reached out to our customer to discuss her concerns. We informed our customer that within the initial six months of a new loan DriveTime is unable to provide modification to the original terms of payment. Given the financial hardship she described, we agreed to review her situation further for possible assistance. We requested receipt for out of pocket expenses related to her hardship to review for a possible exception regarding payment deferment.Prior to providing a payment deferment on a customer’s account, we want to ensure our customer’s ability to successfully maintain the account once assistance has been provided. In order to guarantee this continued success in the loan, we request receipts to verify that our customer’s previous financial hardship has ended.On July 20, 2015, DriveTime Customer Relations received such documents via email from our customer. These documents specified an amount owed for the hardship our customer described, however they did not specify any amount paid thus far.On July 22, 2015, we attempted to contact our customer to request receipts showing the money spent. Once these receipts are provided, DriveTime will make the exception to provide our customer up to three payment deferments on her account. We encourage our customer to contact DriveTime Customer Relations at ###-###-#### to proceed with this offer.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

December 29, 2016   Revdex.com Ph. (602) 264-5299 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 May 18, 2016,...

our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2013 Kia Forte. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. Additionally, our customer purchased a Vehicle Service Contract serviced by Aeverex. Attached you will find a copy of the Retail Installment Contract and the Vehicle Service Contract for your review. On June 2, 2016, our customer spoke with Aeverex to report the tires were peeling. Aeverex informed our customer that the tires are a non-covered repair under the Vehicle Service Contract. On August 22, 2016, our customer spoke with Aeverex to report that she had come out of pocket for wheel bearing replacement. Aeverex provided their fax number to our customer so that she could provide the paid receipts for reimbursement. On August 23, 2016, Aeverex received our customer’s paid repair receipts for the wheel bearing. Aeverex provided a reimbursement of $182.98 to our customer for her out of pocket expenses. On October 14, 2016, our customer spoke with Aeverex to report a loud noise when driving the vehicle. Aeverex instructed our customer to take the vehicle to an in-network repair facility to have the vehicle diagnosed and for a claim to be filed. Unfortunately, Aeverex did not receive a claim from the in-network repair facility. (Full response provided to the Revdex.com)

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On April 11, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a 2011 Chevrolet Impala....

Included you will find the Closed End Motor Vehicle Lease Contract for your reference. On May 3, 2015, our customer contacted DriveTime and stated she was having issues making a payment through our third party vendor, Western Union, because of a miscommunication with her bank account number. On May 11, 2015, DriveTime informed our customer of alternative methods to make payments to her account to avoid any negative impacts. In addition, the bank account number was corrected to reflect properly in Western Union’s system. On May 18, 2015, DriveTime informed our customer that her account was 16 days past due for the amount of $596.08. We also informed our customer that DriveTime has a zero day grace period policy and her vehicle was eligible for recovery. Please refer to page 3 of the Cancel Anytime Lease, section 11 Default, Repossession, and Other Remedies. “You fail to pay any periodic payment when due or any other amount you owe under this Lease when we ask you for it… Take (repossess) the Vehicle wherever we find it and enter any property where the Vehicle may be to do so…” On May 21, 2015, our customer made a partial payment towards the past due balance. DriveTime then made an exception to set up a payment arrangement for the remaining balance to avoid recovery of the vehicle. At this time, our customer has brought her account current and all payment issues have been resolved.  We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has applied a $25 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 ###-###-####. Sincerely, [redacted]. DriveTime Customer Relations

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

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

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]

November 30, 2015Jasmine HillRevdex.comPh. (602) 212-2232Fax (602) 263-0997  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 October 13, 2014, our customer entered into a...

Simple Interest
Retail Installment Contract with DriveTime when she co-signed and purchased a
2009 Nissan Murano. At time of sale, our customer signed and reviewed the
Notice to Cosigner that outlines the cosigners’ responsibility to the loan. Attached
you will find the Simple Interest Retail Installment Contract and Notice to
Cosigner for your reference. When our customers account becomes delinquent, DriveTime makes
normal attempts to contact our customer to cure the delinquency balance. Our
customers are able to make payment arrangements with our loan advisors that, if
kept, will cease attempts to contact our customer. On March 21, 2015, our customer contacted DriveTime in regard to
having the cosigners’ phone numbers be placed on our do not list. DriveTime
advised our customer no attempts to contact these numbers will be made, the
cosigner would need to contact DriveTime to speak or remove the numbers from
the do not call list. On November 1, 2015, DriveTime moved our customer’s account to a
charge-off status as the account had fallen 105 day delinquent. On November 9, 2015, DriveTime exercised their contractual right
to secure the vehicle, since the account was 113 days past due. Please refer to
the “Simple Interest Retail Installment Contract,” section labeled
“Default”: “You will be in default if any one of the following
occurs (except as may be prohibited by law)… 1. You fail to make any payment
due under this Contract, including any down payment, in full when such payment
is due.”On November 12, 2015, the cosigner contacted DriveTime concerning
the recovery status of the vehicle. At that time, the cosigner requested that
her contact numbers be removed from the do not call list. We advised the cosigner
of the current delinquency amount of the account and that the vehicle had not
been recovered.  At that time, the
cosigner had the ability to bring the account current or make payments moving
the vehicle from charge off status.  The
cosigner did not do so and the vehicle was recovered. On November 24, 2015, DriveTime contacted our customer in regard
to her concerns. We advised our customer that we were unable to contact her on
the status of the account because her phone numbers had been placed on the do
not call list. In addition, we advised our customer that we are unable to
remove the account from reporting to the credit bureaus, as the cosigner is
equally responsible for the account. As a good-will gesture, DriveTime has applied a $25 credit towards
our customer’s principal balance. Should
you have any questions or concerns, please contact us by calling us at
[redacted]. Sincerely, Justin M. DriveTimeCustomer Relations Department

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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. As an exception, DriveTime approved the most recent repairs to the throttle body and pedal position sensor, with our customer being responsible for a $100 deductible. We have come...

to an amicable resolution as our customer accepted our offer. For the inconvenience of repairs, DriveTime is crediting our customer’s past due balance of $150.06. This credit should post within the next 3-5 business days. Should our customer have any future questions or concerns, we encourage him to contact our Customer Relations department, at [redacted], to discuss them further. A detailed description of events is provided below.Our customer’s purchase of the 2013 Chrysler 200 took place on March 1, 2017. The vehicle came with a DriveTime Limited Warranty, administered by SilverRock. Our customer elected to purchase a 5-year / 50,000-mile Vehicle Service Contract (VSC), also administered by SilverRock. The Contract, and VSC are attached for your reference. As explained in the VSC, our customers are responsible for any teardown or diagnosis time to locate a potentially covered repair. If the repair is determined to be covered, SilverRock will cover the diagnostic fee and assess a deductible.  The VSC also states that customers are responsible for either a $100 deductible at an in-network repair facilities or a $200 deductible at an out-of-network repair facility.Since the purchase of the vehicle, there have been four repairs claims filed with SilverRock. The first claim was filed on March 6, 2017 for the resurfacing of the front and rear brake rotors. As the in-network repair facility (INRF) was not equipped to perform this repair, they suggested the vehicle be taken to another INRF to complete these repairs. A second INRF filed a claim on April 7, 2017 for the resurfacing of the front and rear brake rotors.  SilverRock approved these...(continued on attached)

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.   On February 28, 2015, our customer entered into a Simple...

Interest Retail Installment Contract with DriveTime when she purchased a 2010 Chevrolet Impala. Our customer also purchased a 5 year/50,000 mile Vehicle Service Contract, administrated by Aeverex. Attached you will find the Simple Interest Retail Installment and Vehicle Service Contract for your reference.   On January 16, 2016, an in-network repair facility updated a claim with Aeverex for the repair of the lower control arms, alignment, quick struts and stabilizer links. Aeverex advised these components are non-covered under the Vehicle Service Contract.   On January 20, 2016, DriveTime contacted our customer in regard to the assistance we would be able to offer. We advised our customer we would be willing to make a one-time exception to the Vehicle Service Contract and cover the cost of the labor on the claim and our customer would be responsible for the part cost. In addition, we advised our customer to provide paid receipts for out-of-pocket expenses and we would be able to offer up to 3 payment deferments on the account.   On January 29, 2016, DriveTime contacted our customer to reach an amicable resolution. We advised our customer because of the miles driven from time of sale and current delinquent status of the account, the offer presented on January 20, 2016 would remain the same.   As a good-will gesture, DriveTime applied a $25.00 credit to our customer’s principal balance. We apologize for any inconvenience or confusion this matter may have caused. Should you have any questions or concerns, please contact us by calling us at [redacted] Sincerely, DriveTime Customer Relations Tell us why here...

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

(Please see attached for full response)On March 23, 2017, DriveTime checked the status of the delivery and determined it was not delivered on the previous day as expected. The third party provider of the replacement transmission advised the transmission was successfully delivered, however, it was...

sent to a sister location of the repair facility in error. The transmission has been set for overnight delivery to the correct location with an expected arrival of March 24, 2017. [redacted] and DriveTime have been in constant communication with our customer throughout this process. DriveTime is actively working to ensure the transmission is successfully delivered and repairs are completed in a timely manner. DriveTime will continue to provide transportation assistance and keep our customer updated as to the status of the repairs. We apologize for any inconvenience or confusion this matter may have caused. As an additional gesture of goodwill, we have sent our customer a $50 [redacted] gift card. We will continue to work with our customer and explore all avenues of additional assistance, should it be needed.  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

Re: Complaint #[redacted]Dear Ms. [redacted],Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concernsOn February 12, 2011, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2006 Jeep...

Commander. Attached you will find the Simple Interest Retail Installment Contract for your reference.In October of 2014, DriveTime temporarily ceased credit reporting to all three major credit bureau agencies. The cease was due to required system enhancements as well as to comply with the Fair Credit Reporting Act. We have completed the necessary updates with all three major credit bureaus at this time, and they have begun uploading our customers’ account information for public viewing. 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.After a recent extensive review, we determined that there were serious questions about the 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 dismissed or discharged bankruptcy. We will be reinstating these trade lines with the three major credit bureaus and it should reflect on our customer’s credit reporting within 30-60 days.On July 22, 2015, our customer contacted DriveTime’s corporate offices to address her concerns with credit reporting. We advised our customer of the abovementioned credit reporting update and informed her that her reporting would be back dated to reflect the life of her loan. Our customer informed us that she did not want the vehicle anymore and wished to return it. We informed our customer that if she returned her vehicle it would be considered a voluntary repossession which would reflect negatively on her credit.On July 27, 2015, our customer voluntarily returned her vehicle to the DriveTime Dealership.At this time, we are unable to accommodate our customer’s request for DriveTime to forgive the remaining balance of her loan. Prior to the return of her vehicle, we explained to our customer that her credit was being reinstated with the credit bureaus. In addition, we informed our customer of the negative repercussions that returning her vehicle would have. If our customer would like to redeem her vehicle to avoid possible negative impact, we will extend her ability to do so until August 7, 2015.We have made several unsuccessful attempts to contact our customer to discuss her concerns. On July 28, 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 further address her concerns.We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has mailed $25.00 American Express gift card to our customer’s address.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

what information is needed for a lead ? I can not supply my social security number in this complaint. My date of birth how ever i[redacted]

Our customer’s purchase included a 30-day / 1,500-mile DriveTime Limited Warranty (DTLW), administered by SilverRock. The Simple Interest Retail Installment Contract and the DriveTime Limited Warranty are attached for your reference.Our customer has the following repair history with SilverRock:• On...

April 10, 2017, an in-network repair facility initiated a claim for the replacement of the heater hose assembly and engine coolant. SilverRock approved these repairs under the DTLW. • On April 13, 2017, an in-network repair facility initiated a claim for the coolant, diagnostic fee, timing belt, timing belt tensioner, valve cover, gaskets, crank gear, coil, and spark plug replacements. SilverRock approved all repairs under the DTLW, excluding the crank gear as there was no failure present. Additionally, SilverRock provided our customer with a 2-day direct bill rental, meaning they would cover the daily rate of $25.99. Our customer would be responsible for any applicable fees, such as the deposit and insurance, assessed by the rental facility. These repairs were completed on April 19, 2017.On April 26, 2017, our customer contacted DriveTime to advise the vehicle is not operating as designed and inquired about rental assistance. We encouraged him to have the vehicle diagnosed at an in-network repair facility and offered to provide a 2-day direct bill rental for the diagnostic time. Alternatively, DriveTime offered to take back the vehicle and place our customer into another vehicle with the transfer of the down payment ($1,100.00). Our customer opted to remain in the vehicle and take advantage of the direct bill rental. No claim has been filed with SilverRock.On May 2, 2017, our customer contacted DriveTime to inquire about rental reimbursement. After reviewing the receipts, which listed a rental period of April 17 to April 24, 2017, we offered to reimburse the total daily rate of the rental vehicle, $136.00, for all eight (8) days (continued on attachment)

May 8, 2015 [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On April 23, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when he leased a 2006 Chrysler Pacifica. All lease vehicles come with a Life of Lease Limited Warranty, administered by [redacted]. Included you will find the Closed End Motor Vehicle Lease Contract and the Life of Lease 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 is not replaced. At the time of lease, our customer signed and dated the Vehicle Delivery Checklist. Page one of the Vehicle Delivery Checklist under Important Reminder, states: "Our focus of the multi-point inspection is primarily the safety and reliability of your vehicle…Please insure you are comfortable with the condition of the vehicle prior to leasing." Attached you will find the Vehicle Delivery Checklist for your review. On April 25, 2015, a repair facility filed a claim with [redacted] regarding engine noise. The repair facility advised that the vehicle was running well with no indicated failures. At the time of purchase, our customer signed and reviewed the Driver’s Seat Limited Warranty. On page two, under subtitle Drivers Seat 30 Day/1,500 Mile Limited Warranty, it specifies engine noise as a non-covered condition. On May 4, 2015, DriveTime reached out to our customer regarding his repair concerns. We advised him to take his vehicle to a different repair facility for a second opinion. Once the repair facility files a claim with [redacted], we can determine if the repairs are covered by the Limited Warranty. If any components are not covered, we can then review for possible assistance. As a goodwill 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] DriveTime Customer Relations