DriveTime

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! !

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

[redacted]
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 December 3, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2010 Honda Insight. Attached you will find the Simple Interest Retail Installment Contract for your reference. On May 13, 2014, DriveTime made an exception for our customer to re-contract in order to accommodate her request to cancel the Skylink GPS Service. The Skylink GPS Service was an optional product at the time of our customer’s purchase and was not refundable. At the time of the re-contracting, the information submitted to the [redacted] was missing our customer’s name. On December 18, 2014, our customer went to the [redacted] and attempted to submit the "Statement of Ownership". The [redacted] rejected the "Statement of Ownership" and stated that DriveTime needs to resubmit the title with the new contract plus a $10.00 titling fee. In addition, DriveTime is making an exception to pay to re-register the vehicle for $475.00 to ensure there are no more delays. On December 22, 2014, we informed our customer that the required information and check was overnighted to the [redacted] on December 19, 2014. We informed our customer that we are waiting for the [redacted] to complete the process. 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

[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 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.

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

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

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

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns.
On October 16, 2014, we contacted our customer and presented the following options:
1. As a goodwill gesture, DriveTime agrees to cover the A/C compressor part and our customer would be responsible for the labor.
Or
2. DriveTime agrees to allow our customer to get into another comparable vehicle. All payments would be retained for usage; however, his down payment would be transferred to his new loan.
Our customer is currently reviewing his options and will notify us of his decision.
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted]-[redacted].
Sincerely,
[redacted] **
DriveTime
Customer Relations

Please see the attached PDF for the full response.On August 11, 2016, DriveTime contacted our customer. We confirmed that she had received the reimbursement check for the battery and rotors in the amount of $234.77.   At this time, DriveTime will be unable to accommodate our customer’s requests. We believe we have provided all applicable support assisting our customer with the mechanical issues the vehicle has had. Our customer has been driving the vehicle for approximately 5 months and continues to drive the vehicle; furthermore, a claim has not been filed with Aeverex in regard to the mechanical issues our customer has reported, nor has DriveTime been provided any documentation for review. However, since our customer is adamant that there are severe mechanical issues with the vehicle, DriveTime will extend an offer to rescind her contract, delete her trade-line, and refund her down payment in full. Our customer will be required to sign a Full Settlement and Release of Claims to take advantage of our offer. This offer will expire August 24, 2016.   Should our customer wish to stay in the vehicle, DriveTime will offer 4 days of rental reimbursement at a daily rate of $25.99. This will provide the original equipment manufacturer (OEM) the opportunity to address and possibly duplicate the issues reported. Likewise, should the OEM diagnose and confirm the mechanical issues, DriveTime will re-assess any and all options for possible assistance.

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. However I still feel that Drive Time should be more flexible and understanding to customers who are doing all that is asked of them to honor any and all agreements but have difficulties in doing so.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
We absolutely do not accept the response from Drivetime. Mainly due to the inaccuracies stated by the business. The dates are completely wrong and they have only started contacting us as of YESTERDAY April 13th 2015. Any correspondence that has taken place besides the response to our Revdex.com complaint, has been one sided and made by us. The $100.55 payment in question was derived from the March 6th auto scheduled payment.....WE called about it the following week when we received NSF fees on our account. And they had no problem accepting our 3rd payment totaling $305.55 on March 20th 2015. The dates that have been given by the company are inconsistent with my pay dates, which is something that was told to the company when we received the vehicle. Why would you accept further payments from someone who owes from the last payment and not apply it to the outstanding balance?? Also, now they are willing to drop the $100.55 balance when that's ALL we asked for to begin with!!! It took going to this level for them to be reasonable? So that tells me they could truly careless about their customers or their business.....they care more about a bad rating from the Revdex.com, which is sad and disappointing. We have since had to get another vehicle from a different company and incur another Down Payment. In the time we dealt with Drivetime from January 31st to our last payment on March 20th, we have spent a total of over $1800.....in less than a 60 day period!!! Lease or not, that is absurd!! How is this legal, seriously? And all over $100.55!!!!!
Regards,
[redacted]

For full response, please see attached. On May 9, 2017, DriveTime contacted our customer to advise after reviewing the needed repairs, we would offer to rescind Customer’s current vehicle lease contract. This would give Customer theoption to lease a different vehicle of similar grade. Customer...

explained he would prefer to continue with the current lease contract. We explained no further exceptions to the warranty would be offered and he would be responsible for any non-covered repairs needed. Our customer accepted this option and the call was concluded. On May 18, 2017, our customer contacted DriveTime to advise he has been unable to complete the repairs to the vehicle. After reviewing the estimate, we explained we would be willing to offer our assistance with repairs by paying for half of the total cost $4,162.28. We explained we would offer to pay $2,081.14 and our customer would be responsible for the remaining $2,081.14. On June 16, 2017, our customer contacted DriveTime to inquire about assistance with the needed repairs. We explained our offer of assistance could still be accepted. Customer accepted the offer of paying for 50% of the repairs while DriveTime covers the other 50% as a goodwill gesture. Customer also asked about compensation for the time the vehicle has been inoperable. We explained we would be willing to review crediting his account based on the number of labor days needed for the repairs once completed. Customer accepted and the call was ended on amicable terms. We apologize for any inconvenience or frustration this matter may have caused. At this time, we have made five (5) unsuccessful attempts to contact our customer to discuss his concerns. We encourage him to contact our Customer Relations department [redacted] should he wish to discuss the situation further.

On July 30, 2016, our customer visited DriveTime to search through our vehicle inventory options. She expressed interest towards a 2008 Hyundai Santa Fe. She was ready to purchase but we had found an issue with the parking brake. We advised her that we would need to repair the vehicle prior to...

completing the sell. DriveTime informed her that she would need to enter into a Vehicle Reservation Agreement to place a hold on the vehicle; we would contact her once the repairs were completed. Our customer agreed to make one payment of $100.00 on July 29, 2016 and one final payment of $900.00 on July 30, 2016.   On page 1 of the Vehicle Reservation Agreement, please reference paragraph 5, its states:   “If I cancel my purchase of the Vehicle or this Agreement expires, you will refund my Reservation Payments to me:   1.      Within 7-10 business days, if I made my Reservation Payments in cash and 2.      Within 15 business days, if I made my Reservation Payments by check”   On August 2, 2016, our customer contacted DriveTime to cancel her Reservation Agreement because she had found a vehicle elsewhere. Because our customer made her layaway payment with cash, DriveTime would need to have a check cut and sent to her. This process should take anywhere between 7-10 business days.   On August 22, 2016, our customer contacted DriveTime for an update on her refund check. We informed her that a check cut was voided. We apologized, advised her that we will have another cut, and overnighted to our dealership.   On August 24, 2016, our customer’s refund check arrived at our dealership ready to be picked up by our customer.   DriveTime has been investigating this matter internally to review for any training opportunities. (continued on attached)

December 14,
2015Revdex.comPh. (602) 212-2232Fax (602) 263-0997  Re: Compliant # [redacted]
To Whom It May Concern:Thank you for bringing this matter to our attention. We appreciate the
opportunity to address our customer’s concerns. On June 27, 2014, our customer entered into a...

Simple Interest Retail
Installment Contract with DriveTime when he purchased a 2006 BMW 3 Series. At
time of sale, our customer opted to purchase a Vehicle Service Contract
administered by Aeverex, attached for your review. The Simple Interest Retail Installment Contract and a
document entitled “Important Things
You Should Know” were provided
to our customer at the time of sale to explain finance charges and simple
interest; these documents have been attached for your review.At the time of sale, our customer agreed to make 151 bi-weekly payments
of $228.60 and 1 final payment of $225.67, beginning July 25, 2014. Our
customer also agreed to finance a total of $19,418.74 with a 21.919% Annual
Percentage Rate, as outlined on page 1 of the Simple Interest Retail
Installment Contract. DriveTime does not compete on price, nor do we hide it. We encourage our
customers to research all aspects of their purchase prior to sale. We believe a
large number of our customers review inventory online, including vehicle
pricing, before coming to our dealerships. We also post the prices of our
vehicles on our public website and on all vehicles at our dealerships. At the time of sale, our customer had the opportunity to sign and review
the following documents:Simple Interest Retail Installment ContractBuyers GuideRetail Purchase AgreementDriveCare Limited Warranty AgreementWhat you need to know about financing a vehicle with DriveTimeIncluded you will find copies of the abovementioned documents for your
reference.At the time of signing, DriveTime reviews each document with our
customers and ensures they understand the information within. By signing these
documents, they are asserting that they have read and fully understand the
terms enclosed. We encourage our customers to thoroughly review all paperwork
before signing the contract. In addition, we record all of our closings, and a
centralized group typically reviews in excess of 1,000 closings each month to
ensure adherence to our standards, including the disclosure of all terms and
interest rate.  If our customers are dissatisfied with their purchase for any reason,
DriveTime also offers a Vehicle Return Program that allows them to return the
vehicle and terminate their Simple Interest Retail Installment Contract within
the first five days of their loan. Please refer to page 1 of the Retail
Purchase Agreement, under “Vehicle Return Program”:“We will give you the
ability to return the Vehicle to DriveTime and terminate this retail
installment contract so long as you return the Vehicle: 1) To the DriveTime
dealership where you purchased it within five calendar days…no later than the
close of business on the fifth calendar day….”On November 30, 2015, our customer contacted DriveTime and stated he had
plans to pay off the vehicle. DriveTime advised him that the payoff was
$17,486.83, with $10.33 per diem, good until December 10, 2015.On December 2, 2015, our customer contacted DriveTime and requested a
payoff quote for the loan. DriveTime advised him the current payoff was
$17,507.49 with $10.33 per diem, good until December 13, 2015. Our customer
requested his transaction history and a copy of his contact be sent to him via
email. On December 3, 2015, our customer contacted DriveTime and stated that he
was previously quoted an amount less than what was stated on December 2, 2015. Currently, DriveTime has made several unsuccessful attempts to contact
our customer to address his concerns and reach an amicable resolution. We
encourage our customer to contact our Customer Relations department for further
assistance. At this time, we are unable to accommodate our customer’s request to get
him out of his Simple Interest Retail Installment Contract with DriveTime or
enter into a settlement with him, as DriveTime does not negotiate the price of
the vehicle at time of purchase. We apologize for any inconvenience or confusion this matter may have
caused. As a goodwill gesture, DriveTime has applied a $25.00 credit towards
our customer’s principal balance. We encourage him to contact our Customer
Relations Department at 8[redacted] with any additional questions or concerns. 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,Diana C. 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.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Hello the reason why I rejected is because the customer services is really bad they are not trying to help me they keep telling me some one will contact me an I can not drive my  car at this time this vehicle was never inspected because when I got the vehicle they slip up an said that they just had got this car in from a repostion/repo I can not drive this vehicle the check engine light is on an I can nearly make it to a corner an they are not being helpful I been missing work do to a bad car sold to me all my payment are current an they are not helping me I am still waiting on a call from Monday I know this vehicle was not inspected due to I had to take time off of work to take it to get smog on July 14,2015 to revive my tags this is all bad business I don't under stand why she will leave that out of the report I ask them if they can provide me the date time an year this car was inspected they can not the strust were bad in I been called that in since the first week I have gotten the car they can either fix the problems or refund me my money back what is best for them I have been stressed out missing work I need them to get to the bottom line
Regards,
[redacted]

Dear Ms. Hill, Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.   On December 22, 2016, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2009 Nissan Armada from DriveTime. The...

Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. The vehicle came with a 30 days/1,500 miles DriveCare Limited Warranty, administered by SilverRock. Our customer purchased an additional 5 year/50,000 miles Vehicle Service Contract, also administered by SilverRock. Attached are the Contract, DriveCare Limited Warranty and Vehicle Service Contract for your reference.   At time of sale, DriveTime offers the Vehicle Service Contract, Guaranteed Asset Protection (GAP) coverage, and MotionGPS as optional products. Our customer can cancel these products at any time of her choosing and receive a prorated refund to the principal balance on the account. Should she wish to cancel any optional product, we encourage her to visit sr-forms.com, fill out the cancellation form, and submit the form to SilverRock. Methods to submit the form are included at the bottom of each cancellation document. Attached is the Optional Product Disclosure for your reference.