DriveTime

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]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

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...

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

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

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...

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 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)

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)

[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

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

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

I 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]

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 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

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.- At the time of Sale, Drivetime’s Salesman & Auto Technician verbally assured me that the smell I was experiencing was merely dust and I had no cause to worry. I THEN signed the Vehicle inspection checklist.- The vehicle inspection checklist in question has no area for transmission components. The issue at hand surrounds the vehicle’s transmission. This would lead me to believe the transmission was never inspected prior to sale.- Ms. [redacted] stated that no payment had been received as of 2/23/15. That is totally and 100% untrue. After my conversation with DriveTime on 2/18/15, I immediately made payment for $249.48 though my bank. Payment was received by DriveTime that same day. See payment receipt attached. This false information brings the validity of every other statement Ms. [redacted] has made into question.- At this point the vehicle is still in the shop for repairs. It has been in the shop for 15 out of the 35 days since first acquiring it. - A refund, minus a prorated charge for the time without said vehicle is the best way to end this dispute. Regards,[redacted]

July 1, 2016   Revdex.com Attn: Jasmine Hill Ph. (602) 212-2232 Fax (602) 263-0997   Re: Complaint#: [redacted]   Dear Jasmine Hill:   Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns.   On June 22, 2016, DriveTime contacted our customer to address his concerns. Our customer advised that he had an appointment to take the vehicle into a repair facility the following Monday, June 27, 2016 for diagnostic. DriveTime advised him that we would request an estimate for any non-covered components and review for possible assistance. DriveTime also advised him to submit any receipts for out-of-pocket expenses to DriveTime for review. Our customer understood and the call was ended on amicable terms.   On June 27, 2016, DriveTime received an email from our customer indicating that he had taken the vehicle into a repair facility for diagnostic and was still having engine concerns. However, no estimate or receipts have been provided.    On June 30, 2016, DriveTime contacted our customer and encouraged him to take the vehicle into an in-network repair facility so we may proceed with reviewing for options to assist him. Our customer understood and stated he would make an appointment to have the vehicle diagnosed.   Currently, no updated claims have been filed with Aeverex in reference to the continued mechanical concerns on the vehicle. We encourage our customer to contact our Customer Relations department at (800) 965-8043 once a claim has been filed with Aeverex for the repairs needed, so we may better address his concerns.   We thank the Revdex.com for their ongoing support and allowing DriveTime the opportunity to re-address our customer’s concerns. Should you have any additional questions or concerns, please contact us at [redacted] for further assistance.   Sincerely,   Diana C. Customer Relations Ph. [redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns.
On July 15, 2014, the DriveCare Powertrain Protection and GAP Coverage products were cancelled and refunded via a credit to our customer’s principal balance per his request.
In order to have the SkyLink Service cancelled and removed from the principal balance of the vehicle, our customer would be required to re-contract the Simple Interest Retail Installment Agreement. DriveTime has made multiple attempts to contact our customer in an effort to extend our offer to re-contract but have thus far been unsuccessful.
Additionally, the issues with our customer’s auto pay feature have been corrected and the feature has been set-up correctly.
At this time, DriveTime would like to extend our customer an offer to refund the full cost of the SkyLink Service ($495.00) in the form of a principal only credit to his account as a goodwill gesture. We encourage our customer contact us at [redacted] to accept our offer.
DriveTime strives to maintain exceptional level of service and treatment to all our customers.
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted].
Sincerely,
[redacted]
Customer Relations Analyst

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On April 8, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2008 Chevrolet HHR. 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. This cease is due to required system enhancements taking place in the manner DriveTime reports to the credit bureaus. We have completed the necessary updates with Experian, and they have begun uploading our customers’ account information for public viewing. We anticipate the enhancements with the other two agencies will be completed no later than the end of April. We had originally anticipated these enhancements being completed no later than the end of 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. On March 9, 2015, a credit rating letter that includes our customer’s DriveTime account information and credit standing was mailed to him. This letter may be used for reference should our customer need to apply for credit before the credit reporting updates are complete. We are working diligently with the credit bureaus to get all of our accounts reporting correctly. We are unable to expedite the process of reinstating our customer’s trade line to the credit bureaus at this time. On March 27, 2015, DriveTime contacted our customer and came to an amicable resolution. We addressed the abovementioned concerns and advised him we would manually update his credit reporting to reflect the full life of his loan once reporting resumes. As a goodwill gesture, DriveTime has credited $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

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)