DriveTime

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.On Friday February 6th I spoke with a Rep at DriveTime who advised that I would be responsible for recovery fees and the past due balance due on the vehicle.  Never was it mentioned about being responsible for the cost of repairs.  It was also mentioned by the Rep at DriveTime that a hold would be placed on the vehicle to prevent sale at an auction and that a Redemption Letter had  already been mailed to me to disclose the amount needed for payment to recover the vehicle.  This was a recorded call which DriveTime should be able to retrieve.  At this time I advised that the payment would be made on 02-27-15.  The Redemption and Reinstatement letter was postmarked with a date of 02/09/15 so it was truly not already sent out during the time of the conversation on 02/06/15, in addition I didn't receive the letter until 02/17/15.A call was made to [redacted] Auction on 02/23/15 during which time I spoke with their Rep [redacted] who advised that repairs had already been done on the vehicle and that they couldn't give me an exact amount due because they needed to see if any of the fees would be covered by DriveTime and get the release authorization from them.  Based on the timeline of events the [redacted] Auction did unauthorized repairs during the authorized hold period initiated by DriveTime.  Per the Repair Report provided by [redacted] repairs were done on 02-14-15 and the hold was initially until 02-20-15.In addition to this I contacted [redacted] on 03/01/15 to schedule an appointment to pick-up the vehicle and was told that the vehicle was not drivable by their rep [redacted].  [redacted] advised that the MSP sensor was replaced and during the repalcement she believed the tire rod was broken.  [redacted] advised she would speak with the mechanic to see what all had been done to the vehicle and give me a call back.  After two days of not hearing back from [redacted] I called her back at which time she advised that the tire rod was broken and the cost to replace it was $63.00.  She advised that she was going to see when the mechanic could repair/replace the tire rod and give me a call back.  To date [redacted] has not called me back to advise if the tire rod had been replaced and to set up an appointment to pick-up the vehicle.As previously mentioned this has all caused a major inconveinence, stress, and anxiety for me so I am asking to be reimbursed for car rental expenses from 03/01/15 to present given that [redacted] has made no true efforts to schedule a pick-up and during this time DriveTime's Recovery Unit took their time in responding and trying to resolve this matter.  Also the cost of repairs to be covered as they were not explained during the conversation had with the Rep on 02/06/15 as well as they were done during the hold period that was authorized by DriveTime.Thank you,[redacted]

This is a DEFECT NOT A RECALL. I have attempted on multiple occasions to explain this to their "customer relations" department which seems to be an oxymoron. I have had multiple phone calls with the these people and have had to repeat my concerns multiple times to no avail. I have sent them the documentation they have requested. I have no problem contacting a lawyer and understand fully my rights as a consumer when it comes to the lemon law in the state of Nevada. Either DriveTime can salvage their relatonship with me or they will not.

February 22, 2016 Dear Ms. Hill, On October 20, 2012, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2003 Ford Taurus. Attached you will find the Simple Interest Retail Installment Contract for your reference. On October 20, 2015,...

DriveTime received an insurance loss check of $1,915.00 from our customer’s third party insurance provider. At that time, our customer had a remaining principal balance of $3,688.42. On December 7, 2015, DriveTime received the gap insurance check for the remainder of the principal balance of $3,688.42 from our customer’s third party insurance provider. At that time, our customer’s account reflected as 51 days past due. On January 20, 2016, we contacted our customer and came to an amicable resolution. We advised our customer that we would be able to back date the gap insurance pay off check to reflect as received on 10/20/2015, when the other insurance check was received. As a result, our customer’s account would reflect as a paid loan from that date. Our customer credit reporting was updated to reflect with the proper date and any late credit marks were deleted. A credit rating letter was sent to our customer home address as requested. On January 21, 2016, DriveTime sent our customer a $25.00 American Express Gift Card to the address on file. This gift card was later returned as undeliverable. On February 18, 2016, DriveTime resent our customer a $25.00 American Express gift card to the address on file and sent another credit rating letter to our customer. We encourage our customer to contact our customer relations department at [redacted] if she has any difficulties receiving these items. Should you have any questions or concerns, please contact us by calling us at [redacted] Sincerely, DriveTime Customer Relations Tell us why here...

At the time of sale, our customer agreed to make 149 bi-weekly payments of $193.14 beginning on April 12, 2013 with one final payment of $192.65 on...

December 28, 2018.   On November 20, 2013, we provided our customer with a frequency change from bi-weekly to semi-monthly. Attached you will find the Modification Agreement where she agreed to make 133 semi-monthly payments of $210.09 beginning on December 1, 2013 and one final payment of $209.80 on June 16, 2019.   We have not been able to contact our customer. We will continue our efforts to contact her in attempt to address her concerns.

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On September 20, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2005 Nissan Xterra for a total sales price of...

$12,937.23. Attached you will find two documents given to our customer to explain the finance charge and simple interest. The "Simple Interest Retail Installment Contract" and the "What You Need to Know about Financing a Vehicle with DriveTime" are attached for your review. On page one of the "What You Need to Know about Financing a Vehicle with DriveTime", simple interest is as follows: "Your contract is a ‘simple interest’ contract. That means a "finance charge" (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/reduces the amount financed. If you pay late, your contract continues to accrue interest. 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. We strongly encourage you to make your payments on time." Our customer signed page two, acknowledging the understanding of the document. On December 3, 2014, we contacted our customer to explain simple interest and referred him to the MyDriveTime.com FAQ section. The FAQ section provides an in depth example of a simple interest calculation and how the timing of payments affects the balance. In addition, we informed our customer his current payoff balance is $12,825.44. We encouraged our customer to contact us with any additional questions or concerns. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principal balance. 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

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]

October 14, 2015 Revdex.comPh. (602) 212-2232Fax (602) 263-0997   Re: Complaint # [redacted] To Whom It May Concern,  Thank you for bringing thismatter to our attention. We appreciate the opportunity to address ourcustomer’s concerns. On September11, 2014, our...

customer entered into a Closed End Motor Vehicle Lease Contractwith DriveTime when she leased a 2004 Toyota Rav4. Included you will find theClosed End Motor Vehicle Lease Contract for your reference.  OnOctober 3, 2015, our customer contacted DriveTime in regard to the current pastdue balance on her account. We advised our customer that she was in default ofher Closed End motor Vehicle Lease as the account currently reflected as $415.15past due at 21 days. Please refer to page 3 of the Closed End Motor VehicleLease Contract, under the section titled “Default, Repossession and OtherRemedies”: “Thefollowing are events of default… (a) You fail to pay any periodic payment whendue….Ifyou are in default, after waiting any time the law requires, we may…(e) Take(repossess) the Vehicle wherever we find it and enter any property where theVehicle may be to do so….”Thatsame day, our customer inquired about making a partial payment towards heraccount to avoid recovery. We informed our customer that we would need theaccount to reflect as current and partial payment would not prevent possiblerecovery. OnOctober 4, 2015, our customer made a payment of $208.00 towards her account,leaving a delinquency balance of $207.15 on her account. The next day, ourcustomer made a payment to cure the delinquency balance on her account.DriveTime advised our customer that the account had been brought current andwas no longer subject to recovery.OnOctober 8, 2015, DriveTime contacted our customer in regard to her complaint. Shehad stated that conflicting information was provided to her with one of herconversations with our offices. We advised that this phone call would bereviewed by management since our internal notes conflict with this statement.At this time, we are still reviewing for accuracy in the claim. Weapologize for any confusion or inconvenience this matter may have caused. Asgoodwill gesture, we have credited $25.00 toward our customer’s account. DriveTime thanks the Revdex.comfor their ongoing support. Should you have any questions or concerns, pleasecontact us by calling us at [redacted] Sincerely,  Justin M. DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On January 16, 2009, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2003 Chrysler PT Cruiser. Attached you will find the...

Simple Interest Retail Installment Contract for your reference.  DriveTime had temporarily ceased and purged credit reporting to all three major credit bureau agencies. The cease is due to required system enhancements and to comply with the Fair Credit Reporting Act. We apologize for any inconvenience to our customer. 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. We have begun to roll our updated credit reporting systems at this time. Reporting may not be immediately visible but completed updates should reflect on our customer’s credit report within 30-60 days.  As a goodwill gesture, DriveTime has mailed a $25.00 American Express gift card to the address listed 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, DriveTime Customer Relations

On February 4, 2016, we received and reviewed our customer’s receipts for his out-of-pocket repair expenses.On February 8, 2016, we spoke to our customer and advised that we were prepared to offer assistance based on the receipts he provided; however, we requested that a claim be filed with Aeverex for his current mechanical issues first, so we could determine what additional assistance would be necessary. Our customer stated he understood and advised he would take the vehicle to an in-network repair facility for diagnosis.On February 11, 2016, our customer contacted DriveTime and asked us to waive the fee to have the vehicle diagnosed. Based on the time our customer has been in the loan and because no previous claims have ever been filed, we advised him that he would be responsible for this $50.00 fee. However, we also informed our customer that once a claim had been filed with Aeverex, we would review options to assist with any repairs that were not covered under the terms of the Vehicle Service Contract.To date, no claims have been filed with Aeverex by a repair facility. Once our customer has taken the vehicle to an in-network repair facility and a claim has been filed with Aeverex, we will review options to assist him. If our customer no longer desires to have the current issues with the vehicle addressed, we encourage him to contact us at ###-###-#### so we may discuss what options for assistance are available based solely on the receipts he provided.

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. At the time of sale, our customer was provided an [redacted] Vehicle History Report. She signed and acknowledged the vehicle had been in one accident prior to purchase. See page five of the [redacted] Vehicle History Report, it reads on December 12, 2012, an accident was reported as left front impact. In addition, our customer signed and reviewed "What you need to know about financing a vehicle with DriveTime". On page two, under section titled "Vehicle Inspection’, it states: "You are purchasing a used vehicle which may have had paint or body work we did not perform and are not aware of. You had an opportunity to inspect your vehicle and are satisfied with it."Our customer also noted her concerns in regards to her repairs on December 26, 2014, for radio static. Aeverex made an exception to approve all recommended radio static repairs totaling $1,850.27. Aeverex made an exception to approve 13 days of rental vehicle coverage totaling $337.87. At this time, we are unable to accommodate our customer’s request to credit two payments to her account. However, if our customer had additional out of pocket expenses, she can submit receipts for review for possible assistance. On February 5, 2015, we spoke to our customer and recommended she acquire a second opinion at another BMW Dealership regarding the radio static. To date, no new claims have been filed through Aeverex.  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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On April 22, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a 2005 Pontiac G6. 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 attached Customer Delivery Checklist. On the Lease Vehicle Inspection Checklist under Important Reminder, it is 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."On April 23, 2015, a repair facility filed a repair claim with Aeverex. The repairs on the blower motor, strut assembly, tie rod end, alignment, fuel injection, and diagnosis were approved by Aeverex.On April 27, 2015, the vehicle was released from the repair facility.On April 30, 2015, our Customer Relations Department to address her continued mechanical concerns. We encouraged our customer to take the vehicle to a repair facility to be diagnosed. Once a claim is filed with Aeverex, we can determine if the repairs are covered by the Vehicle Service Contract and review non-covered components for possible assistance. We informed our customer that she was past the one day return period and returning her vehicle for a refund of her money down and trade in was no longer an option.At the time of lease, our customer signed and reviewed the attached Driver’s Seat Vehicle Return Agreement which states:"We will give you the ability to return the Vehicle to DriveTime and terminate this Lease Contract so long as you return the Vehicle: To the DriveTime dealership where you purchased it within one calendar day…"On May 11, 2015, a repair facility filed a repair claim with Aeverex. The repair facility performed a diagnosis on the fuel system to address the issue of the vehicle cutting off. Aeverex covered the $50 diagnostic fee. The repair facility was unable to duplicate our customer’s concerns.On May 15, 2015, our customer contacted DriveTime’s Customer Relations Department regarding her continued mechanical concerns. Our customer advised us that the repair facility she visited was unable to diagnose the issue and she wanted to return the vehicle and receive a refund. We authorized our customer to take her vehicle to an Original Equipment Manufacturer (OEM) to diagnose the issue and agreed to cover her diagnostic fee as an exception. We explained the terms of her Return Anytime Lease and advised her that no refund would be given if she chose to return the vehicle.On May 20, 2015, an OEM filed a repair claim with Aeverex. The OEM noted a repair needed for the throttle body. DriveTime made a one-time exception to cover the cost of the throttle body repair.On May 23, 2015, our customer contacted DriveTime’s Customer Relations Department to inquire about returning her vehicle. We also advised that all repairs were approved. We also informed our customer that she was outside of the one day return period and that if she returned her vehicle she would receive no refund of her down payment.On May 23, 2015, following her conversation with DriveTime’s Customer Relations Department, our customer voluntarily returned her vehicle.At this time we are unable to accommodate our customer’s request. Our customer returned her vehicle after DriveTime made an exception to cover the cost of repairs to resolve the matter. If our customer has any questions regarding this matter we encourage our customer to contact our Customer Relations department at ###-###-####.As a goodwill gesture, DriveTime has mailed a $25.00 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]DriveTimeCustomer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. 
On July 29, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime, when she purchased a 2004 Jeep Liberty....

Included you will find the Simple Interest Retail Installment Contract for your reference.
We have attempted to contact our customer to discuss the situation further, but have not been able to reach her.  We encourage our customer to contact DriveTime at ###-###-####, in order to effectively address her concerns. At this time, we are currently unable to work with our customer towards an amicable resolution.
As a goodwill gesture, DriveTime has applied a $25 credit to our customer’s principal balance.
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.
Sincerely,
DriveTime 
Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On February 13, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2005 Toyota Camry. Our customer 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.DriveTime does not compete on price, nor do we hide it. We encourage our customers to research all aspects of their purchase. Our customer had the opportunity to sign and review the following documents:- Buyer’s Guide- Retail Purchase Agreement- DriveTime’s DriveCare Limited Warranty- What you need to know about financing a vehicle with DriveTime- Simple Interest Retail Installment ContractIncluded you will find a copy of the above referenced documents for your review.At the time of sale, our customers agreed to purchase a vehicle with DriveTime for the finance amount of $17,679.54. Pages one and two of our customer’s Simple Interest Retail Installment Contract, under subsections Federal Truth in Lending Disclosures and Itemization of Amount Financed, specifies all charges and fees included in the financing of his vehicle throughout the life of his loan.DriveTime’s vehicle pricing is subject to several factors. Included in the purchase price of the vehicle are the following optional benefits our customer selected to include with his purchase:- 5 year/50,000 mile Vehicle Service Contract- GAP Coverage- GPS device providing anti-theft servicesIf he no longer wishes to have these optional products he can cancel them and receive a pro-rated credit reducing the principal amount on his loan.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.At the time of sale, our customer signed and reviewed the included Customer Delivery Checklist. On page one under Important Reminder, it states:"Our focus of the multi-point inspection is primarily the safety and reliability of your vehicle…lease insure you are comfortable with the condition of the vehicle prior to purchasing."On June 25, 2015, a repair facility initiated a repair claim with Aeverex. The repair facility noted a replacement of the engine and the engine assembly were needed to resolve our customer’s mechanical concerns. Aeverex approved to send a third party inspector to verify the concerns reported by the repair facility.On June 29, 2015, Aeverex received the inspection report from the third party inspector. The report noted the cause of failure was an undetermined internal failure to the engine and the vehicle required the engine to be rebuilt or replaced. On June 30, 2015, Aeverex ordered the parts for the replacement engine from LKQ, an approved parts vendor. The ordered parts were estimated to arrive between July 3rd and July 6th.On July 8, 2015, LKQ delivery agents arrived at the repair facility with the engine replacement. When the part was delivered the delivery agents did not have to proper tools to remove the engine. As a result they left without providing the repair facility with the replacement engine.On July 10, 2015, Aeverex contacted LKQ to inquire when the part would be redelivered. LKQ advised they would redeliver the part on Monday, July 13, 2015. On July 13th, Aeverex received an email from LKQ advising that the part was delayed and would arrive on July 14th.On July 15, 2015, after Aeverex’s receipt of an additional email from LKQ, the part was successfully delivered to the repair facility. On July 16, 2015, the repair facility claim was updated to include repairs for the exhaust gasket, transmission fluid, and a stabilizer link. Aeverex approved the cost of all repairs for a total of $3,834.15On July 17, 2015, our customer contacted DriveTime corporate offices in regards to his vehicle concerns. We informed our customer of the rental reimbursement offered through his Vehicle Service Contract. On page 2 of the Vehicle Service Contract under subsection Provider’s Obligations, it states:"If a covered breakdown of your vehicle occurs during the term of this contract, provider, through administrator will…reimburse you for a rental car at the rate of up to $25.95 for every 8 hours (or portion thereof) of labor time required to complete the repair."We apologize for any confusion or inconvenience this matter may have caused. While LKQ is a third party parts vendor, this period of delay is not consistent with the level of customer service we strive to achieve for our customers.At this time, we are unable to accommodate our customer’s request. We have made several unsuccessful attempts to contact our customer to discuss his concerns. On July 22, 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 him.To assist our customer, we are prepared to apply a biweekly payment on behalf of the customer. We encourage our customer to contact our Customer Relations Department at ###-###-####, to further address his concerns.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,[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. DriveTime has temporarily ceased credit reporting to all three major credit bureau agencies. The cease is due to required system enhancements. We apologize for any...

inconvenience to our customer.  While going through the credit reporting enhancements there is a possibility that credit-reporting errors may occur. Therefore, all credit reporting was ceased and purged to comply with the Fair Credit Reporting Act. We anticipate these enhancements will be completed no later than the end of March and reporting to reflect on our customer’s credit within 30- 60 days. 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 11, 2015, we advised our customer of our system enhancements. We faxed a credit rating letter to show his payment history since time of purchase. At this time, we are unable to accommodate our customer’s request.  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, 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.- 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]

December 31, 2015 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 November 6, 2015, our customer...

entered into a Closed End Motor Vehicle Lease with DriveTime when he leased a 2007 Chrysler Sebring. The vehicle came with a Vehicle Service Contract for the life of the lease, administered by [redacted]. Attached you will find the Closed End Motor Vehicle Lease and Vehicle Service Contract for your reference. On November 11, 2015, our customer contacted [redacted] and stated concerns with the vehicle making a noise while turning. [redacted] advised our customer to take the vehicle into an in-network repair facility for diagnostic. On that same day, our in-network repair facility filed a claim with [redacted] for the repairs of steering pump, steering fluid, both front tires, wheel lip, evaporator core, and A/C recharge. [redacted] advised our in-network repair facility that the repair of the evaporator core and A/C recharge were covered under warranty with a repair facility who had previously addressed that concern. They also advised that all other repairs listed were covered under the terms of the Vehicle Service Contract. On November 12, 2015, [redacted] contacted the secondary repair facility and made arrangements with them to pick up the vehicle and address the repairs that were previously completed at their shop. The advised [redacted] that they would cover the evaporator core and A/C recharge repairs under their warranty. Continued… (Full version provided to the Revdex.com)

December 12, 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 April...

24, 2015, our customer entered into a Simple Interest Retail Installment Contract when he purchased 2009 Jeep Commander from DriveTime. The vehicle came with a 30- day/1,500-mile DriveCare Limited Warranty, administered by Aeverex. Our customer also opted to purchase a 5-year/50,000-mile Vehicle Service Contract, also administered by Aeverex. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. Attached is a copy of the Simple Interest Retail Installment Contract, DriveCare Limited Warranty and Vehicle Service Contract for your review.   On April 27, 2015, our customer contacted DriveTime to express concerns with water leaking into the vehicle. Since our customer was not located near an in-network repair facility, we encouraged him to have a diagnosis completed at an out-of-network repair facility. We offered to waive the diagnostic fee and any applicable deductible for approved repairs.   On April 28, 2015, DriveTime informed Aeverex we would approve for an up-coming oil change and a diagnostic fee for the water leaking concern. That same day, an out-of- network repair facility initiated a claim with Aeverex for the oil change.   On April 30, 2015, an out-of-network repair facility initiated a claim with Aeverex for the interior diagnostic fee and the transmission diagnostic fee. ---see attached

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On October 10, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2012 Hyundai Sonata. Our customer opted to...

purchase a 5 year/50,000 mile Limited Warranty, administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and Limited Warranty Agreement for your reference. On February 5, 2015, our customer contacted DriveTime to express concerns that the title for her vehicle was branded; because of this, she was unable to trade in her vehicle. After researching the situation, we notified our customer that the California Department of Motor Vehicles had incorrectly marked the title as branded when it was processed. We advised her we were in the process of submitting documentation to the California DMV to remedy this error and have the title unbranded. Our customer also expressed concerns about DriveTime not reporting to her credit. We advised her of the temporary freeze to our credit reporting and the expected timeframe for credit reporting to be reinstated. 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 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 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. If our customer is applying for credit, we would be happy to provide a letter to the creditor letting them know we have temporarily ceased reporting and providing an overview of her credit, if  she so desires. On February 6, 2015, a paper title was requested to be provided to the California DMV. The estimated date of arrival of this title was February 27, 2015. On February 12, 2015, our customer contacted DriveTime with further concerns about her title issue. We assured our customer DriveTime does not sell vehicles with salvaged titles, and that the issue had been caused by a DMV error. On February 25, 2015, DriveTime received the previously requested paper title and sent it to the sales lot where our customer purchased her vehicle. The dealership delivered the title to the California DMV on March 4, 2015. On March 13, 2015, our customer contacted DriveTime with concerns that she had not been provided with the option to not purchase the Limited Warranty. She advised she had taken her vehicle into a repair facility, but they had not been able to determine the problem with her vehicle. On March 18, 2015, a claim was filed with Aeverex by the repair facility. Aeverex approved all repairs. On March 19, 2015, our customer contacted DriveTime with further concerns about the Limited Warranty being applied to her loan without her consent. She stated the warranty was not assisting her. The same day, a second claim was filed with Aeverex by the repair facility. All repairs were approved, and the deductible was waived as a goodwill gesture due to the ongoing concern. At the time of purchase, our customer signed a DriveCare Plus Protection Package Disclosure, which states our customer elected to purchase the Limited Warranty and understood it was an option. This disclosure has been attached for your review. On March 23, 2015, we confirmed with DriveTime’s titles department that the title correction form was submitted to the DMV on March 4, 2015, and the issue is in the process of being resolved. The anticipated resolution timeframe is mid-April. We have made several unsuccessful attempts to contact our customer to discuss her concerns. We will continue our efforts to get in touch with her. We encourage our customer to contact our Customer Relations department at ###-###-####.At this time, we are unable to accommodate our customer’s request to void her contract. 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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On January 11, 2013, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2008 Hyundai Accent. Attached is a copy of 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. We anticipate these enhancements will be completed no later than March. 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 February 23, 2015, we advised our customer of our system enhancements. We offered to mail our customer a letter reflecting her payment history, however she declined. At this time, we are unable to accommodate our customer’s request. 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 ###-###-####. 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.Not sure how much room I have to respond so will attempt to make as brief as I can stating all facts:  There are 2 visits to [redacted], the first being the VERY FIRST VISIT that I made to [redacted] which was a little over a week after purchase, still in February as I stated previously....that was when they stated immediately I had to leave the car and spent the whole entire day on the phone, according to them, to try and reach Averex which they couldn't, due to serious storm hitting Midwest; AVerexx later admitted and apologized for the problems with the phones.........so I guess that attempt just gets forgotten since it was due to Natural Causes; the next visit that isn't documented in response is the THIRD visit which came AFTER the 2nd visit which was replacement of hoses only, as far as I was told; the third visit was [redacted] spending the whole day on the phone to reach WARRANTY people, as [redacted] said I have a WARRANTY problem also; by 5pm when I reached [redacted], [redacted]-service manager said he FINALLY reached someone with Warranty (this is between 3:00 in the afternoon when I talked to him and 5:00 p.m.).  At that time, he informed me that Warranty company/AVerexx approved replacement of the part which he had to order and is being shipped to shop from Hyundai dealership "up the street"......only wont have it until Thursday or Friday....this was on a Tuesday........I opted to bring back  on Friday which was the 13th.......at 7:30 which was 4th dropoff; the 13th at 4:30 was 5th drop off because I had car in possession for an hour and "check engine" light came back on.......March 31st occurrence is 75% incorrect: I called Drivetime first to inform that as of last night, car began jerking, slowing down/speeding up again and needed to be taken for repair...I advised Service Manager that I really want to bring car back because is problem...the Service Manager was in complete agreement with me and she had expressed on a previous visit commending me for not "going completely off" before now.....the SERVICE MANAGER SUGGESTED THAT I BRING CAR BACK THAT NIGHT, I didn't plan to bring back that night, as soon as I arrived and walked in the door , she asked for my keys and went and took mileage off vehicle, then she came back inside told me to have a seat while she attempts to make phone calls. I was seated at least 45 minutes to an hour and she called me to phone where she said she had "[redacted]" from Client relations on the phone, when I got on the phone with [redacted], he didn't advise me/remind me of the type of lease I had, he was advising me that Drivetime "just wants another diagnostic, you can take to any one, can be out of network and Drivetime will pick up the cost, he mentioned that he doesn't see all the visits I claim Ive made (because they aren't counting the visits that [redacted] claims they spent all day trying to reach someone) and they need another diagnostic, I argued that it wasn't my job to do at this point, the number of visits I have made to service center are too many. He also asked me "why did you come into branch"........apparently now trying to downplay that one of their representatives suggested that I should come in TO EXCHANGE VEHICLE....I told him that he commented "you would lose your new car deposit" which I knew was a lie and I stated it to him........while I repeated this the Drivetime personnel in the office shook their head in agreement with what I was saying....so bottom line is they weren't going to do what Bonnie said they would. She was very apologetic to me when I got off the phone and said she didn't expect it to go that way.......I drove the car 3 more days until I could commit a full day to handling this matter again.............that was good Friday, April 3, , when I went to RECOMMENDED SERICE PROVIDER [redacted] (transmission specialist) by 8:00 AM. The service manager there knew who I was when I walked in as I had email him  the day before and said to me:  I DONT KNOW IF YOU NOTICE WHEN YOU DROVE IN (As there were at least 30 cars piled up in front yard) BUT I WOULDNT EVEN BE ABLE TO LOOK AT CAR UNTIL POSSIBLY .........TUESDAY SO YOU CAN LEAVE IT.....popular phrase with Drivetime and AVerexx, I still don't understand what the hell sense that makes for someone who needs a car and a company that claims to sell quality cars and do quality service.........anyway, I couldn't leave car for 5 days so drove back to Drive time Branch where I dealt with Thomas until Bonnie came in; Thomas made calls to Client Services who again, "just wanted me to go anywhere and get another diagnostic, will pay for......"...I was there for 2 hours until Thomas told me this.........so let me tell you how that went down because according to Thomas, no one was paying for any repairs, all I had to do was go anywhere and get a diagnostic, "that was all", have them fax it to Drive time and come back here with car.....I went a block down the street to [redacted] and pleaded with manager to run diagnostic "that was all".....he fit me in because that's all he thought it was................2 hours later when he was on the phone to Averexx for 4-5 minutes, explaining to him results of diagnostic, Averexx flatly REFUSED to pay for diagnostic and the manager, upset now, repeated it immediately to me since I was standing there. So I find it curious that its stated in Drivetimes response that there was an APPROVAL for repair.............that probably came after Averexx heard me in the background yelling on my phone to Thomas, at Drivetime, accusing him and Averexx of being liars and scam artists...................there were no repairs done because no one asked me to get repairs done as I wasn't leaving a car to get repairs done and this was understood so as I said...............Drivetime and Averexx are scam artists.....my account was heavily documented that Averexx was paying for diagnostic and they flately refused initially.................so I drove back to Drivetime with diagnostic as Thomas told me to and they did nothing..............had me waiting in lobby all day claiming that they were waiting for phone calls..............I should also add that when they did tell [redacted] they were going to pay for diagnostic, they also told him will take 2 hours to send payment, so I stayed and waited the 2 hours to make sure he was going to get paid......................he finally instructed me that I could leave at 3:30 although he STILL hadn't been sent payment for the diagnostic............I went back to Drivetime Branch and waited in lobby for another hour and a half and no one ever came back and said what they were going to do. which was the plan, I finally left at 5:00 because I had a nighttime job to be at......................Kassandra with Client relations called me around 6:30 my time to plead with me that I should have left car for repair...............when she finally took it serious that I wasn't/couldn't do that she then said if I take to shop, will then pro-rate number of days I will have to get a rental.......................I said ok to dismiss her off the phone but don't have $350 to put down for rental, insurance, etc............never received any Gift card, but on 31st, when I was at Drivetime Branch and after talking to [redacted]...........Bonnie reminded me that I can return car at anytime and get $50 gift card...........Drivetime Client relations is full of all kind of stories, in meantime, I drove car 25 days more with same jerking, slowing down/speeding up problem.....they don't care about my safety, I don't care about their car.........I returned [redacted] calls to me this last week and she want available, she left me a message on Wednesday that she was out of office on Monday; in meantime, I had called Drivetime and AVerexx this week to alert that I will be taking vehicle to [redacted] to diagnose, will not have money for payment and diagnosed problem, I had received a quote of at least $350 to repair...........................Drivetime and Averexx should be Completely ASHAMED of what the real problem is as it never required car to be in service for more than a day......of course, Hyundai was in agreement that to keep a car in repair for more than a day is unreasonable and would mean something was seriously wrong with car so why would Drivetime suggest this with Pride........???CONCLUSION:Whenever specifically, a foreign made car is serviced, it has to be reprogrammed..........most small, neighborhood mechanic shops don't have dealer maker's machinery to reprogram the car once repairs have been made, some of them do..................[redacted], [redacted], and [redacted] don't.....[redacted] has there own equipment but doesn't work on a Hyundai..................the reason for the jerking is because the vehicle was never REPROGRAMMED after the repairs were made..........it would have to be reprogrammed with Hyundais machinery, before Hyundai did or looked at anything, they PROGRAMMED/REPROGRAMMED vehicle and it runs fine.............the cause for the engine light could be due a small valve leak and if returns is due to that but will not affect performance is an emissions issue, THEY BELIEVE, however like stated, if there was ever any mechanical work done before vehicle was leased to me and WAS NOT PROGRAMMED, that could cause the check engine light to come on..................the reason for vehicle malfunction is because it was not REPROGRAMMED once service was done........and I guess I shouldn't expect [redacted] to know this (although I think they should given number of times they serviced the vehicle).......but what is reason Drivetime and especially Averexx would not have a clue as to this being the cause of the problem..............that wouldn't take 5 days or more to fix, Hyundai fixed in an hour and charged me $69 dollars, told me to bring back if check engine light comes back on and will diagnose and charge me proper amounts to fixRegards,
[redacted]