DriveTime

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)

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.
The facts present to you are half true. My car set in the shop from the time frame describe for more than a month. After contacting drive time with all receipts of out of pocket. I was told by [redacted] that the warranty company covered all expense. That fact is in corrected. I had to pay out of pocket for a new battery on a car less than 2 months, the belts and the thermostat. Currently I just picked my car up from the Acura dealership from when my turbo went out and was told they could only replace the turbo and that the warranty wouldn't cover yet another calytical converter and that they would clean the best they could but wouldn't guarantee that the same problem won't happen again down the line. Applying 25.00 on my principal balance was good, but I was told someone would contact about the issues that I'm currently experience with my Acura. I have tried to call Erica back several times to get no answer nor receive a call back or no certified letter. I would so like this problem to be fixed better then drive time providing feedback to Revdex.com that covers nothing about rectifing this car that has had problems that was over looked during inspection just to make a sell. The papers were signed after a 5 minute test drive around the corner to avoid seeing the lights come on to detect engine troubles. If inspection were conducted throughly why did they smack new brack on worn out rotors...
Regards,[redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concernsOn May 5, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2011 Chevrolet Equinox. At the time of sale our customer...

purchased a 5 year/50,000 mile Vehicle Service Contract (VSC), administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference.At the time of purchase our customer signed and reviewed the attached Customer Delivery Checklist. Page one of the Customer 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 purchasing."Additionally, on page one of the "Customer Delivery Checklist" under Maintenance Items, states:"…These maintenance items are subject to replacement only upon failure of the component..."At the time of sale our customer signed and reviewed the included Retail Purchase Agreement. On page one, under subsection Vehicle Return Program, it states:"You will give me the ability to return the Vehicle to DriveTime and rescind this Retail Purchase Agreement so long as I return the Vehicle: 1) To the DriveTime dealership where I purchased it within five calendar days (excluding the date of purchase, Sundays, and days DriveTime is closed for holidays), no later than the close of business on the fifth calendar day."On May 5, 2015, a Goodyear initiated a repair claim with Aeverex. After performing a diagnosis, the repair facility reported repairs needed for rotor resurfacing. Aeverex approved the cost of the diagnosis and the repair for the rotors at a total of $325.95.On May 22, 2015, our customer contacted DriveTime’s Customer Relations Department to discuss her mechanical concerns. Our customer inquired about returning her vehicle. We informed her that would not be an option at this time. We encouraged our customer to take the vehicle to a repair facility to be diagnosed. Once a claim is filed with Aeverex, we could then determine if the repairs are covered by the Vehicle Service Contract and review non-covered components for possible assistance.On May 23, 2015, an original equipment manufacturer (OEM) filed a repair claim with Aeverex. The OEM reported repairs needed for the radio and one tire pressure sensor. Aeverex approved the cost of the diagnostic fee and all reported repairs for a total of $901.15.On June 1, 2015, our customer contacted DriveTime’s Customer Relations Department in regards to the concerns with her tire pressure sensor. We received confirmation that Goodyear had reprogrammed the sensors prior to the vehicle being taken to the OEM, but no related repairs were performed. We then informed our customer that in order to address the tire pressure sensor concern she would need to return the vehicle to the OEM. If the issue is related to repairs performed at the OEM, they would warranty their work.On June 1, 2015, the OEM updated the claim to include a radio control panel and the other three tire pressure sensors. Aeverex approved the updated repairs for a total of $812.31.On June 3, 2015, DriveTime Customer Relations contacted our customer to address her concerns. We referenced the approval made on June 1, 2015, and asked our customer if she was still experiencing any issues. Our customer explained she was still having issues with the tire pressure sensors. We encouraged our customer to return the vehicle to the OEM to address her concern related to the previous repairs. Once the claim is filed with Aeverex we can review options for possible assistance. Our customer declined this offer.At this time, we are unable to accommodate our customer’s request. We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has applied $25 to our customer’s principal balance.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,[redacted]DriveTime Customer Relations

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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On December 18, 2014, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime, when she leased a 2004 Honda Civic. Included you will find the Closed End...

Motor Vehicle Lease Contract for your reference.  At the time of lease, our customers agreed to make bi-weekly payments of $195.31 and the first payment was due on January 02, 2015, followed by 64 payments of $195.31. On January 16, 2015, the vehicle was recovered for payment default. Please refer to page 2 of the Cancel Anytime Lease, section 11 Default, Repossession, and Other Remedies. "You fail to pay any periodic payment when due or any other amount you owe under this Lease when we ask you for it… Take (repossess) the Vehicle wherever we find it and enter any property where the Vehicle may be to do so…" Later that day, our customer contacted us and stated a recovery agency had pick up the vehicle. We informed our customer, she could redeem if she paid the past due amount $795.48 plus $445.00 for recovery fees. We have made several unsuccessful attempts to contact our customer to discuss her concerns. On January 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 discuss her concerns. 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 June 27, 2014, our customer entered into a Simple Interest Retail Installment contract when he purchased a 2006 BMW 3 Series. Included you will find the Simple Interest Retail...

Installment contract for your reference.On October 1, 2014, we contacted our customer and reached an amicable resolution. At this time, DriveTime has placed our customer’s account in our Special handling department. Our Special handling department will ensure our customer only receives collection calls if his account is seven or more days past due.As a goodwill gesture, we have applied a $50 credit towards his next payment. We apologize for any inconvenience or confusion this may have caused.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,[redacted]DriveTimeCustomer Relations

September 9, 2016   Revdex.com Ph. (602) 264-5299 Fax (602) 263-0997    Re: Complaint #[redacted]   To Whom It May Concern,   Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On November 28,...

2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2011 Hyundai Sonata. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. Attached you will find a copy of the contract for your review.   The purchase included a 30 day/1,500 mile Warranty, and our customer purchased an optional Vehicle Service Contract (VSC) for additional protection, both of which you will find attached for your review. Both of these products are administered by third party company, Aeverex.   At the time of purchase, our customer signed and reviewed the attached Important Disclosures. On page 2 under subtitle “Recalls” it states:   Used vehicles may be subject to manufacturer recalls to repair, at no cost to you, mechanical or operational problems. Only new car dealers are allowed to do these repairs. You should confirm with a new car dealer that your vehicle does not require recall repairs.   Neither the Safercar.gov website, nor the Hyundai recall information website, show any open recalls for this vehicle’s VIN. However, there is an extended manufacturer’s warranty on the engine for this vehicle.   On December 18, 2014, an in-network repair facility called Aeverex to report a number of items needing repair, one of which was a steering column bushing. The claim was approved by Aeverex, but on January 21, 2015, the repair facility reported that they did not have the tool required for the steering column repair, and referred the customer to an Original Equipment Manufacturer (OEM) facility to perform the repair.FULL RESPONSE ATTACHED

April 22, 2015 Lyndsey Mullens Revdex.com Ph. ###-###-#### Fax ###-###-#### Re: Complaint # [redacted] Dear Ms. Mullens, Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On January 30, 2012, our customer entered into a...

Simple Interest Retail Installment Contract with DriveTime when he purchased a 2006 Chrysler PT Cruiser. Attached is the Simple Interest Retail Installment Contract for your reference. On April 20, 2015, we spoke with our customer and informed him the modification paperwork he submitted was received in a timely matter. We informed our customer a DriveTime error caused his modification to expire. At this time, we are in contact with our customer to complete his modification request. We apologize to our customer for any confusion or inconvenience this has caused. As a goodwill gesture, DriveTime has applied a $25 credit to our customer’s principal balance and waived the $5 late fee. 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 concernsOn July 23, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2009 GMC Acadia. Our customer’s vehicle...

came with a 30 day/1,500 mile DriveCare Limited Warranty, administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and DriveCare Limited Warranty for your reference.DriveTime offers a Vehicle Return Program, which gives our customers the ability to return their vehicles to DriveTime and terminate their Simple Interest Retail Installment Contracts. To participate in the Vehicle Return Program, our customers must return the vehicle to the dealership where they purchased within five calendar days. Attached is the Retail Purchase Agreement for your review.On July 27, 2015, the third business day after purchase, a repair facility filed a claim with Aeverex for an engine control module. Aeverex approved these repairs in full under the terms of the DriveCare Limited Warranty.On July 28, 2015, our customer contacted DriveTime about her mechanical concerns. She inquired into options for returning the vehicle and receiving assistance for out-of-pocket expenses she had paid for a battery. We informed our customer the process for utilizing the Vehicle Return Program and advised her we would review her out-of-pocket receipts for reimbursement. Our customer then returned the vehicle to DriveTime and terminated her Simple Interest Retail Installment Contract.On July 29, 2015, we issued our customer a reimbursement check for $181.54 for the battery that she had purchased.On August 11, 2015, our customer contacted DriveTime’s Customer Relations Department about the refund for her down payment. She verified that the refund for the battery had been received; however she had still not received the refund for her down payment. We confirmed that our customer had used a debit card to make her down payment. Page 2 of the Retail Purchase Agreement explains the refund timeframe of the Vehicle Return Program as follows:"If I paid my down payment by check or debit card, you will pay me and/or return my trade in by… 15 business days after my purchase of the vehicle."We informed our customer that we would have this check cut in house and shipped priority overnight via Federal Express.On August 13, 2015, we contacted our customer to notify her that the check had been cut and shipped. We advised her that the check was expected to arrive at the DriveTime dealership where she purchased the following day.On August 15, 2015, the check was delivered to the dealership and our customer retrieved it. We contacted our customer and determined she was satisfied with this resolution. We ended our correspondence on amicable terms.We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has mailed a $25.00 American Express gift card to our customer’s address 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,[redacted].DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns.   We thank our customer for bring this to our attention. The account holder actually entered into a Simple Interest Retail Installment Contract when he purchased a 2006 Mini Cooper from DriveTime.   At this time, DriveTime has received a photographed copy of the CarFax report. However, it is not legible. We have attempted to reach out to the authorized third party (ATP) to request a clearer picture of the CarFax report. We will continue our efforts to reach and work with the ATP and the account holder, to come to an amicable resolution.

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

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]

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.

December 28, 2015Revdex.comRe: Complaint # [redacted]Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.When our customers’ accounts become delinquent, DriveTime makes regular attempts to contact our customer...

to cure the delinquency balance. While speaking with our loan advisors, our customer is able to set payment arrangements on the account. If these arrangements are made and kept, efforts to contact our customer will cease. DriveTime offers an auto pay option through a third party vendor as a convenience for our customers. In order to enroll in auto pay, our customers must provide their bank account number and routing number to a DriveTime agent. On December 13, 2014, a payment was drafted via auto pay from our customer’s bank account as scheduled. On December 17, 2015, this payment was returned due to insufficient funds. On December 26, 2014, our customer contacted DriveTime in regard to the payment drafted on December 13, 2014. Our customer advised that the payment should have been drafted that day and the funds were available in her bank account. DriveTime advised our customer to provide a running bank statement showing the funds were available to further assist our customer. At this time, DriveTime is accurately reporting our customer’s credit history to the three major credit bureaus and we are unable to accommodate our customer’s request. We encourage our customer to continue to contact our Customer Service Department at ###-###-#### to set payment arrangements on the account. DriveTime has made multiple attempts to contact our customer in order to come to an amicable resolution. We apologize for any confusion or inconvenience may have caused. As a good-will gesture, DriveTime has applied a $25 credit towards our customer’s principal balance. Sincerely, 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.

To whom it may concern:Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On January 27, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when he leased 2003 Chevrolet Avalanche. 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 Return Anytime Lease Agreement. Page 1, under subsection Excessive Wear and Use, states:"You may be charged for excessive wear based on our standards for normal use and for mileage in excess of a rate of 24,000 miles per year (prorated based on the total number of scheduled periodic payments) at the rate of twenty cents per mile."In addition, on page two, under subsection Description of Vehicle, it notes 150,666 miles as the starting odometer reading of his Return Anytime Lease Agreement.On July 13, 2015, a repair facility filed a claim with Aeverex. The repair facility noted an odometer reading of 167,187 miles when the claim was initiated. By this time, our customer had driven 5,440 miles over the prorated allotted mileage for 167 days in the lease. At the rate of twenty cents per mile, our customer had accrued an over mileage fee of $1,088 per his lease agreement.On July 24th, the claim was updated to report a transmission replacement. On July 28th Aeverex sent the high cost estimate for repairs to DriveTime for further review. Our customer contacted DriveTime’s corporate offices to inquire about the review process. We advised our customer that a decision would be made within 24 to 48 hours.On July 29th DriveTime advised Aeverex to proceed with the repairs for a total of $2,039.90.On July 30, 2015, we contacted our customer regarding his repair concerns and over mileage fees. We advised him that as an exception, we would release the vehicle to him and allow him until August 7, 2015 to pay the accrued over mileage fees. Our customer informed us that he would be abandoning the vehicle at the repair facility as he was unable to meet that agreement.On August 4, 2015, our customer contacted DriveTime’s Corporate Offices to discuss his concerns with the over mileage fee. We advised him that per his Return Anytime Lease Agreement, the allotted mileage is prorated based on the number of payments. We informed our customer he could cancel his lease any time by returning the vehicle to the dealership. By returning the vehicle to a DriveTime location, our customer would then be eligible to lease or buy a vehicle from us again at any time in the future.On August 13, 2015, DriveTime’s Customer Relations Department reached out to our customer to address his concerns. After further review of his situation we advised him that we would be unable to assist with the fees due to the excessive mileage placed on the vehicle. Our customer notified us that he would be returning the vehicle as he was unable to meet this request.We apologize for any confusion or inconvenience this may have caused. As a goodwill gesture, DriveTime has mailed a $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].DriveTimeCustomer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On February 5, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a 2006 Ford Expedition. Included you will find the Closed End...

Motor Vehicle Lease Contract for your reference.At the time of lease, our customer agreed to make a first payment of $236.65 due on February 21, 2015, followed by 64 periodic payments of $236.65 due every other Saturday. The term of our lease program is designed for a specific amount of time, for this reason we are unable to process any modifications through the life of the lease.At the time of lease our customer signed and reviewed the Return Anytime Lease Agreement. On page 3, under section 11 subtitled Default, Repossession and Other Remedies, it states:"The following are events of default (a) you fail to pay any periodic payment when due or any other amount you owe under this Lease when we ask you for it…"In addition, it explains:" If you are in default, after waiting any time the law requires, we may… take (repossess) the vehicle…"Since the start of our customer’s lease agreement, her account has reached past due on eight different occasions, four of which exceeded ten days past due. During this time we have made several attempts to work with our customer and her authorized third party by setting promised payment dates. Many of these arranged payments were not met.As of July 23, 2015, our customer’s account is nine days past due with a past due balance of $295.14. Another payment of $236.65 is set to be due this Saturday, July 25th.At this time we are unable to accommodate our customer’s request. DriveTime’s Closed End Motor Vehicle Lease program allows our customers to return the vehicle and cancel the lease, anytime, with no penalties or refund. If our customer feels the lease program no longer works for her, whether it is ability to make payments or life changes, our customer can cancel her lease any time by returning the vehicle to the dealership. By bringing the vehicle back, our customer is then eligible to lease or buy a vehicle from us again at any time in the future.We have made several unsuccessful attempts to contact our customer to discuss her 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 her. We encourage our customer to contact our Customer Relations Department at ###-###-####, to discuss her concerns.We apologize for any confusion or inconvenience this may have caused. 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 ###-###-####.Sincerely,[redacted].DriveTime Customer Relations

May 23, 2015   [redacted] Revdex.com Ph. [redacted] Fax [redacted]    Re: Complaint # [redacted]   Dear Ms. [redacted],   Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns...

  On November 8, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2011 Chevrolet Impala. Our customer opted to purchase a 5 year/50,000 mile Vehicle Service Contract, administered by [redacted]. Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference.   DriveTime offers a Vehicle Return Program that gives our customers the ability to return their vehicles to DriveTime and terminate their Simple Interest Retail Installment Contracts. To participate in the vehicle return program, our customers must return their vehicles to the dealership where they purchased within five calendar days. This is outlined in the Retail Purchase Agreement, which is attached for your review. When our customers’ accounts fall past due, we make daily attempts to contact them to discuss their account. Throughout the life of his loan, our customer’s account has frequently been past due. Since his account first fell past due on December 3, 2014, our records indicate that DriveTime has placed calls out to our customer no more than twice per day.   The [redacted] mini-Miranda notice requirement is limited to third-party debt collectors only. Because DriveTime provides its own loan servicing, the mini-Miranda notice requirement is not applicable to DriveTime’s loan advisors.   At the time of sale, our customer signed a document called “What you need to know when financing a vehicle with DriveTime” that states under “Recalls”: “Used vehicles may be subject to manufacturer recalls to repair, at no cost to you, mechanical or operational problems. Only new car dealers are allowed to do these repairs. You should confirm with a new car dealer that your vehicle does not require recall repairs.” The “What you need to know…” document has been attached for your reference. Our records indicate that our customer has not communicated with [redacted] regarding any of his mechanical concerns. We encourage our customer to contact [redacted] at 888-781-5649 in order to have his mechanical concerns properly addressed.   On May 19, 2015, we contacted our customer and discussed the above information. We encouraged our customer to take his vehicle to an in-network repair facility to have the current issues diagnosed. We advised that once a claim was on file with [redacted], we would review options to assist with any non-covered repairs. We also encouraged our customer to send in receipts for his previous out-of-pocket repair costs so we could review options for potential deferments. However, our customer advised he would continue to pursue matters with the Revdex.com.   At this time, we are unable to accommodate our customer’s request for DriveTime to take him out of the vehicle and credit him the money he has paid into the loan. 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 800-965-8043.   Sincerely,   [redacted]. 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]

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.
While in Arizona it maybe legal but this is [redacted], on all payments any amount OVER the payment is to go directly to the PRINCIPAL balance. DriveTime has repeatedly failed to do so. Also, all INSTALLMENT companies fall under a different statute in [redacted] and fall under the PayDay Loan Law. They failed to advertise they are an installment company and have charged in EXCESS amount for a car that is NOT anywhere near the price of purchase. If they company would have complied with said laws and performed said maintenance as they claimed they do, I would have chose to not purchase a vehicle.  Pending civil litigation is in process if a resolution is not granted up to and including arbitration and criminal intent/fraud for the Installment agreement.  At this time [redacted] the person who responded has been repeated requested to direct a person of legal background or his superior, both of which he has denied to do so.  As is my right and the law I am representing myself, and his so called Legal dept would be required to respond to me, of which was denied by [redacted] for failing to properly follow directive and protocol.
Regards,
[redacted]