DriveTime

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

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]

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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address these concerns.
We have tried to reach the non-customer via the phone number provided on her complaint and have been unsuccessful. However, we have addressed her concerns accordingly.
On October 31,...

2014, the non-customer stated she received a text message addressed to "[redacted]." She stated another text message was sent again on November 5, 2014, regarding the same matter. In both cases, she replied, "STOP" in attempt to stop the texts.
After researching the matter further, we established there was a glitch in our system in which a multitude of people received the same text message addressed to a "[redacted]." We apologize for any inconvenience or confusion this might have caused along with the negative experience that occurred. We have added the phone number provided to the Do Not Call list so no further texts messages or phone calls can be made.
As a goodwill gesture, DriveTime has mailed a $25 American Express gift card to the non-customer.
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,
Leah B.
DriveTime
Customer Relations

On July 24, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2008 Audi A4. Our customer purchased a 5 year/50,000-mile Vehicle Service Contract, administered by Aeverex. Attached you will find a copy of the Simple Interest Retail...

Installment Contract and the Vehicle Service Contract for your review.On March 9, 2016, our customer contacted Aeverex to express concerns with the super charger on the vehicle. Aeverex encouraged her to take the vehicle to an in-network repair facility.On March 11, 2016, an out-of-network repair facility contacted Aeverex to initiate a claim for the super charger, front macpherson struts, seals and gaskets, washer, cooler line o-ring, vacuum pump, vacuum pump gasket, motor mounts, link bushings, and engine diagnostic.Aeverex approved the super charger, seals and gaskets, washer, cooler line o-ring, and engine diagnostic under the Vehicle Service Contract.On March 21, 2016, our customer contacted us for assistance with the non-covered repairs. We informed her we will request the estimate for non-covered repairs and review for possible assistance.On March 28, 2016, we spoke with our customer about an additional $440 the out-of-network repair facility is wanting to charge her. We advised her that she would be responsible for her $200 deductible, and Aeverex will take care of the difference.On April 4, 2016, an in-network repair facility spoke with Aeverex to initiate a claim for engine diagnostic, valve cover gasket, left and right front motor mounts, front cam seal, front crank seal, timing belt, and coolant. Aeverex created an estimate and sent it to us for review.After review, we made an exception to offer to approve the non-covered repairs with a $100 deductible paid for by our customer. We spoke with her on April 5, 2016, to inform her of our offer, at which time, our customer expressed satisfaction and we ended our correspondence on amicable terms.

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...

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 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

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 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

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

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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On February 12, 2014, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime, when she leased a 2005 Ford Five Hundred. All lease vehicles come with a...

Life of Lease Limited Warranty, administered by [redacted]. On January 8, 2015, we contacted our customer and advised that once the vehicle is diagnosed, we can review for possible assistance. We offered to cover our customer’s first hour of diagnosis. We also requested our customer to submit any out of pocket repair receipts for review. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s account. 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

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.

To Whom It May Concern: Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s 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. Our loan-servicing department is designed to work with our customers, as well as cure account delinquency.On March 11, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2012 Kia Forte. At the time of sale, our customer agreed to make 101 bi-weekly payments of $209.89 and 1 final payment of $209.25, beginning April 4, 2015. Attached you will find the Simple Interest Retail Installment Contract for your reference. On May 17, 2015, our customer’s account fell past due and has not since been brought current. When our customers’ accounts fall past due, we make regular attempts to contact them and cure their account delinquency. These calls can be suspended by customers making arrangements with a loan advisor when they cannot make a payment as scheduled. Should our customer request it, DriveTime can set up specific call windows on his account so he only receives calls at times that are convenient for him. He is also able to set up these call windows on his MyDriveTime.com online customer portal. Should our customer wish to limit correspondence with DriveTime even further, we can also place a “cease-and-desist” on his account that will allow only written outbound communication with him via email and letters. However, DriveTime is not able to discuss confidential account information via email, so we would be limited in the correspondence we could have with our customer in that way. As our customer is scheduled to make 26 bi-weekly payments of $209.89 in a year, he is responsible for a total of $5,457.14 each year until his loan is satisfied. Divided into 12 monthly payments, this amount equals out to $454.76 a month. At times, customers may believe bi-weekly payments are the same as semi-monthly payments. There are only 24 semi-monthly payments in a year (two times per month for 12 months). Bi-weekly payments are made every two weeks, and as there are 52 weeks in a year, this results in 26 payment dates. This difference in the number of payments causes the payment amount difference between semi-monthly and bi-weekly payments.  We have made several unsuccessful attempts to contact our customer and address his concerns. On August 18, 2015, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform him of our attempts to reach out to him. We encourage our customer to contact our Customer Relations department at ###-###-####. We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, DriveTime has credited $25.00 toward our customer’s principal balance.DriveTime thanks the Revdex.com for their continued support. If you have any questions, please contact us at ###-###-####. Sincerely,[redacted].DriveTime Customer Relations

I reviewed DT response and unfortunately that is not how the phone conversation went. When I called I advised I had 2concerns. The one concern being the blue fluid coming inside the car on the front passenger side floor. The other being the leak on the DRIVERS side in the WINDOW area. 2DIFFERENT areas of the car!  $25 being credited to my account is not going to stop the rain coming in my car every time it rains and the damaged clothes I have along with trying to navigate my car while dodging rain splashes! ! This needs to be fixed!  I will get the passenger side floor leak looked at but I still meed the driver side leak looked at and repaired too!   The fact that DT sold me a car for way too much than its worth with this kind of damage is fraud at its best! !

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

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

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]