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DriveTime Reviews (3011)

January 27, 2017   Revdex.com Ph. ([redacted] Fax [redacted]    Re: Complaint # [redacted]   To Whom It May Concern,   Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On March 14,...

2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2008 Volkswagen Jetta. The Retail Installment Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. Additionally, our customer was provided with a DriveCare Limited Warranty serviced by Aeverex. Attached you will find a copy of the Retail Installment Contract and DriveCare Limited Warranty contract for your review. On December 28, 2016, our customer spoke with Aeverex and advised the check engine light was on and there was a knocking noise from the engine. Aeverex referred our customer to an in-network repair facility for a vehicle diagnosis and for a claim to be filed. Aeverex also advised our customer they could provide towing reimbursement up to $75.00, should the vehicle require a tow. On December 30, 2016, the in-network repair facility filed a claim with Aeverex. The repair facility stated that the oil light was flashing and the oil pressure was low. Aeverex recommended additional diagnostic time to inspect the valve cover to determine the cause of the engine noise and low oil pressure. On this same day, Aeverex requested a third party inspector to further diagnose the vehicle.   (Full response provided to the Revdex.com)

After qualifying for vehicles, DriveTime encourages our potential customers to test drive vehicles of interest. This test drive typically is 2-3 miles to allow our customers to experience how the vehicle operates.    On April 14, 2017, an in-network repair facility initiated a claim with [redacted] for the stability control module. [redacted] approved these repairs under the terms of the DriveTime Limited Warranty.    On April 19, 2017, the in-network repair facility advised [redacted] our customer has not returned, with the vehicle or any of their phone calls, to have the repairs performed. They informed [redacted] our customer expressed concerns with replacing the timing belt, as she was advised by the original equipment manufacturer (OEM) it was recommended to be replaced. The repair facility confirmed the timing belt is operating as designed and no failures were found.   At this time, the stability control module replacement has been approved by [redacted]. To have these repairs performed, and to prevent further breakdowns from continued operation of the vehicle, we encourage our customer to return the vehicle to the repair facility. Should there be  additional mechanical concerns with the vehicle, we encourage to have another diagnosis completed, at an in-network repair facility. DriveTime has not been able to make contact with our customer to explain the above-mentioned process. We will continue our efforts to communicate with her and address any additional concerns she may have.

November 4, 2015 Cheyenne Plutchak Revdex.com Ph. (602) 264-5299 Fax (602) 263-0997 Re: Complaint [redacted] Dear Ms. Plutchak, Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On February 7, 2012, our...

customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2004 Ford Freestar. At the time of sale, our customers agreed to make 54 monthly payments of $398.88 and 1 final payment of $398.69, beginning March 17, 2012. Attached you will find the Simple Interest Retail Installment Contract for your reference. When customers’ accounts fall past due, their vehicles become contractually eligible for repossession. Please refer to the section on page 3 of the Simple Interest Retail Installment Contract labeled "Default": "You will be in default if any one of the following occurs… 1. You fail to make any payment due under this Contract, including any down payment, in full when such payment is due…. If you are in default…we may take back (repossess) the Vehicle." In addition, it states: "If we take back (repossess) the vehicle, we may also take items of personal property found in the Vehicle when we take back the Vehicle and hold them for you. If you do not claim them within the time required by law, we will dispose of them in a commercially reasonable manner." On October 15, 2015, a third party recovery agency recovered our customer’s vehicle due to payment default. At the time of recovery, our customer’s account had accrued a past due balance of $1,618.36. The agent who recovered the vehicle obtained the keys from our customer and allowed him the opportunity to search the vehicle to gather his personal belongings. On October 16, 2015, our customer contacted DriveTime corporate offices to discuss options for redeeming the vehicle. We informed our customer that in order to redeem, he would be responsible for paying the past due balance of $1,618.36 and the $300 recovery fee. We advised our customer that if he was unable to pay the full amount to redeem, we could place a 7 day hold on the account if he paid $50 of what was owed. On October 21, 2015, our customer contacted DriveTime’s corporate offices regarding medical items left in the vehicle. We informed our customer to make an appointment to pick up any personal belongings from the recovery agency. On October 26, 2015, the vehicle was transported from the recovery agency to auction. On page 3 of the Simple Interest Retail Installment contract, under "Default," it states: "If we take back the Vehicle, we will sell it unless you exercise any right to cure or redeem the Vehicle that you may have under state law." On October 28, 2015, DriveTime contacted the recovery agency to obtain additional information. The agent who recovered the vehicle informed us that no personal items were found after the vehicle was recovered from our customer. We have made several unsuccessful attempts to contact our customer to discuss this matter. On November 2, 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. We encourage our customer to contact our Customer Relations Department at 800-965-8043, to better address his concerns. If we do not receive contact from our customer by November 13, 2015, normal account processing will resume. As a goodwill gesture, DriveTime has mailed a $25 [redacted] 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 800-965-8043. Sincerely, [redacted] DriveTime Customer Relations

For full response, please see attached. Bridgecrest and DriveTime made several attempts to assist our customer beyond the contract terms including offers to pay for repairs, loan modifications, and payment options. Additionally, on multiple occasions, we advised our customer the mechanical condition of the vehicle is not related to the status of his loan and does not release him from the responsibility of making payments. Our customer informed us he would not make any further payments towards the loan and requested we recover the vehicle. This is a repossession and is reported as such. Our customer did not fulfill his contractual obligation; therefore, we are unable to satisfy his request to delete the trade line from our reporting to the credit bureaus.   As a gesture of goodwill, we would like to reiterate our prior offer of assistance. The past due balance is $1,757, however, we would accept a reduced amount of $1,379 to reinstate the loan and return the vehicle to our customer. Should our customer choose to take advantage of this offer, we encourage him to contact us at ([redacted]) [redacted] to discuss all reinstatement options. If we do not hear from our customer by August 25, 2017, we will proceed with the sale of the vehicle and he will be responsible for the remaining deficiency balance.

June 29, 2016   Revdex.com Ph. ([redacted] Fax [redacted]    Re: Complaint # [redacted]   To Whom It May Concern,   Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On June 27, 2016, we spoke with our customer regarding her concerns. At this time, DriveTime is continuing to work with our customer to find an amicable resolution to 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 [redacted]   Sincerely,   Jeremy N. DriveTime Customer Relations

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

August 30, 2016   Re: Case#[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 February 20, 2014, our customer entered into a Simple Interest Retail Installment Contract...

with DriveTime when she purchased a 2012 Chrysler 200. The contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. Attached you will find the Simple Interest Retail Installment 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 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 time of sale, our customer agreed to make 153 bi-weekly payments of $209.00 and one (1) final payment of $207.09 with an 15.829% Annual Percentage Rate.   On that same day, our customer had the opportunity to sign and review the following documents: Simple Interest Retail Installment ContractRetail Purchase AgreementWhat You Need To Know  Included 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.Continued... (Full Version provided to the Revdex.com) Tell us why here...

January 28, 2016 Revdex.com Re: Complaint # [redacted] Dear Ms. [redacted], On April 11, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2010 Ford Fusion. At time of sale, our customer agreed to make 140 bi-weekly payments...

of $161.15 and one final payment of $161.04 beginning May 8, 2015. Attached you will find the Simple Interest Retail Installment Contract for your reference. On October 06, 2015, a normal bi-weekly payment of $161.15 became due. On October 14, 2015, our customer contacted DriveTime in regard to a payment that she had made stating this was not reflecting on her account. On November 2, 2015, DriveTime advised our customer that we were able to locate the online bill pay payment sent from her financial institution. We advised that the bill pay payment received reflected another customer account number and was applied to another account accordingly. As a result, we corrected our customer’s account for the payment to be processed to our customer’s account and reflect as received on October 6, 2015. During this time, our customer’s account did not accrue any late fees or negative reporting to the credit bureaus. On December 26, 2015, our customer returned the vehicle to a DriveTime sales lot as a voluntary surrender. At that time, our customer’s account was updated to reflect as a charge-off voluntary surrender. On January 25, 2016, we contacted our customer and came to an amicable resolution. We advised our customer that we would be unable to rescind the Simple Interest Retail Installment Contract. We discussed the above information and advised our customer to contact us at ###-###-#### with any further questions or concerns. As a good-will gesture, DriveTime has applied a $25 credit towards our customer’s principal balance. Sincerely, DriveTime Customer Relations

May 5, 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 non-customer’s concerns. On April 29, 2015, we contacted our non-customer...

to advise her that we were unable to determine how her information was tied to a DriveTime account. We faxed a request to delete the DriveTime account trade lines regarding our non-customer to all three major credit bureaus.  Later that day, we contacted our non-customer and informed her of the actions we took to correct the error. We faxed our non-customer a Deletion Letter to provide to potential creditors and advised her to keep a copy for her records. Attached is the Deletion Letter for your reference. As a goodwill gesture, DriveTime has mailed a $25.00 American Express gift card to the address provided. 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 31, 2016Revdex.com Ph. ###-###-####Fax ###-###-####Re: Complaint # [redacted] To Whom It May Concern,Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On December 8, 2015, our customer entered into a Closed End Lease...

Contract with DriveTime, when she leased a 2007 Chevrolet Impala. While DriveTime originated the Lease and is the Lessor, Bridgecrest Credit Company is the servicer for the Lease. The vehicle came with a Driver’s Seat Limited Warranty, administered by Aeverex. Included you will find the Closed End Motor Vehicle Lease Contract and Driver’s Seat Limited Warranty for your reference.On January 11, 2016, our customer contacted Aeverex to express concerns with the vehicle being inoperable. Aeverex encouraged her to have a diagnosis completed at an in- network repair facility.On February 8, 2016, our customer contacted Aeverex to express concerns for starter issues with the vehicle. Aeverex encouraged her to have a diagnosis completed at an in- network repair facility.On February 11, 2016, an in-network repair facility initiated a claim with Aeverex for a starter motor and electrical diagnostic fee. Aeverex approved these repairs under the Driver’s Seat Limited Warranty.On February 15, 2016, our customer contacted DriveTime to express concerns about the current electrical issues with the vehicle. She was inquiring about getting into another vehicle. We informed her that would not be an option. We advised her we would need to review any non-covered items/repairs before exploring the option of placing her into another vehicle.Later that day, an in-network repair facility contacted Aeverex to advise them that they had replaced the starter motor 3 times and the vehicle is still inoperable. The repair facility informed Aeverex the vehicle would need to go to the original equipment manufacturer (OEM) for another diagnosis. On February 22, 2016, the OEM initiated a claim with Aeverex for a fuse/junction box. Aeverex informed the OEM that this item is non-covered under the Driver’s Seat Limited Warranty.On February 25, 2016, our customer contacted DriveTime concerned about the non- covered repairs. We offered to request the estimate for the non-covered repairs, and review options of possible assistance.On February 26, 2016, the OEM updated the open claim with Aeverex for an electrical diagnostic fee. Aeverex informed them that our customer would be responsible for the diagnostic fee per the terms of the Driver’s Seat Limited Warranty.On February 29, 2016, we spoke to our customer and offered to cover the parts for the fuse/junction repair and she would be responsible for the labor portion of the repairs. Our customer accepted our offer and we sent our approval to Aeverex.On March 2, 2016, the OEM updated the open claim with Aeverex for battery cables. Aeverex informed the OEM these items are non-covered under the Driver’s Seat Limited Warranty and sent the updated estimate to DriveTime for further review.On March 9, 2016, we spoke with our customer and offered a 50/50 split for the battery cable replacements. Each party pays $192.67. Our customer accepted our offer and we sent our approval to Aeverex.On March 10, 2016, our customer contacted DriveTime inquiring about compensation while the vehicle was being repaired. We offered her a per diem credit of $12.10 a day for every day the vehicle was in a repair facility. The vehicle will need to be in the repair facility for at least 4 days and maximum of 14 days, we were open to review after confirming the dates with the repair facilities.On March 25, 2016, our customer contacted Aeverex inquiring about coverage for oil pan gasket. Aeverex informed her this item is non-covered under the Driver’s Seat Limited Warranty.On May 11, 2015, our customer contacted DriveTime and informed us that the vehicle was just released to her from the OEM. She advised us she does not want to be responsible for the payments while the vehicle was in different repair facilities for the past three months.On May 24, 2016, we spoke with our customer to offer them a credit of 1 1/2 payments towards her account, totaling $544.65, for the time the vehicle has been in the repair facilities.At this time, DriveTime is willing to take the vehicle back, waive the past due balance, and refund the down payment with any over mileage fees assessed. If the vehicle is inoperable and needs to be transported, we are willing to reimburse for the tow bill with paid receipts. We have not been able to reach our customer to discuss our offer. We will continue our efforts to reach an amicable resolution with our customer.We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime is applying a $25.00 credit towards our customer’s payments.We thank Revdex.com’s Office for their continued support and for allowing DriveTime to address our customer’s concerns. If you have any questions, please contact us at ###-###-####.Sincerely, Carlos S.Customer Relations

(Please see attached for full response)At the time of sale, our customer agreed to finance a total of $19,279.41. An itemization of the amount financed can be found on page two of the Contract. The total financed amount includes the cash price of the vehicle, Guaranteed Asset Protection (GAP)...

coverage, Vehicle Service Contract, and MotionGPS. These three products are optional. Attached is the Optional Products Disclosure for your reference. These products can be cancelled at any time. If cancelled within the first 30 days of the loan, the full amount as noted on the Optional Products Disclosure is refunded towards the principal balance. If the products are cancelled after the first 30 days, a pro-rated refund will be applied towards the principal balance. It is standard for the refund process to take up to 4-6 weeks to be completed and the scheduled payment amount is not affected. In a simple interest loan, interest accrues based on the remaining principal balance. As the principal balance is reduced, if all payments are made as scheduled, our customer will satisfy the remaining amount owed on the loan prior to the contracted maturity date. Unfortunately, we are unable to predict when our customer will satisfy the loan, as it is directly affected by their unique payment history.On October 11, 2017, DriveTime reached out to our customer to discuss her concerns. We explained all of the above information and confirmed we have received her cancellation requests. Our customer inquired how she would know when her products are cancelled. We encouraged our customer to contact DriveTime in four to six weeks to verify. Additionally, once the refunds are applied, we are able to provide our customer with her transaction history reflecting the refund. We explained we are unable to accommodate her request to change the terms of her loan. Our customer acknowledged the information and the call ended.

Yes , I remembered signing this document . But with the intention I did not have other engine issues in conjunction of the uncovered spark plugs . They have been not forthright in their intentions of selling preowned vehicles .I am still gathering tickets from the auto repair shop to send them...

.  I did not expect to have major issues beginning one month after purchase and ongoing . I am highly disappointed in their actions . I regret the day I have done business with them . which is a consumer issue .  So no I need assistance from the Revdex.com on this matter .

August 18, 2014 [redacted] Revdex.comPh.[redacted]Fax [redacted]  Re: Complaint # [redacted]     Dear [redacted],Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns....

We apologize for any inconvenience or confusion.On April 17, 2014, our customers entered into a Simple Interest Retail Installment Contract when she purchased a 2012 [redacted]. Included you will find the Simple Interest RetailInstallment Contract for your reference. On Jun 14, 2014 we came to an amicable resolution.  Our customer’s e-mail and phone number have been removed from our automated database. As a goodwill gesture, DriveTime has applied a $25.00 principal only 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]DriveTimeCustomer Relations

July 9, 2014

[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 April 25,...

2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2008 [redacted]. Our customer elected to purchase a 5 year/ 50,000 mile service contract, administered by [redacted]. Included you will find the Simple Interest Retail Installment Contract and the Service Contract agreement for your reference.
On July 1, 2014, we reached out to our customer to address his concerns. Our customer has agreed to take his vehicle into a repair facility for diagnosis. Once we have an update from the repair facility we will review for possible assistance.
At this time, we are working with our customer to reach 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 [redacted].
Sincerely,
DriveTime
Customer Relations

December 22, 2015   [redacted] Revdex.com Ph. (602) 212-2232 Fax (602) 263-0997    Re: Complaint # [redacted]
* Ms. [redacted]
* Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.   On August 14, 2015,...

our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2011 Hyundai Sonata. Attached you will find the Simple Interest Retail Installment Contract for your reference.   We understand the importance of building and maintaining a credit score. DriveTime updates the three major credit bureaus on the status of our finance accounts at month’s end. This update may take 30-60 days to reflect on the credit bureaus themselves.   On December 14, 2015, DriveTime mailed our customer a credit rating letter that reflected the current status of her account as reported by DriveTime. At this time, our customer’s account is reflecting correctly to the three major credit bureaus.    DriveTime has made multiple attempts to contact our customer in order to come to an amicable resolution. We encourage our customer to contact our customer relations department at [redacted].   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.   Should you have any questions or concerns, please contact us by calling us at 800-965-8043. Sincerely,   Justin M. DriveTime Customer Relations Department

July 23, 2014
[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 March 10, 2014, our...

customer entered into a Simple Interest Retail Installment Contract with DriveTime, when she purchased a 2008 [redacted]. Our customer also purchased [redacted] insurance coverage at the time of sale. Included you will find the Simple Interest Retail Installment Contract and the [redacted] Installment Sale Contract/Loan/Lease Agreement Addendum for your reference.
On July 21, 2014, DriveTime contacted our customer and reached an amicable resolution. At this time, DriveTime has agreed to submit a request to the three (3) major credit bureau reporting agencies to remove the delinquencies from our customer’s trade lines once the vehicle loan has been satisfied in full.
As a goodwill gesture, DriveTime has sent our customer a $25.00 [redacted] gift card.
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,
DriveTime
Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On April 23,2014, our customer entered into a Simple Interest Retail Installment Contract when he purchased a 2006 Chevrolet 1500 Silverado. Our customer also purchased a 5...

year/50,000 mile vehicle service contract, administered by Aeverex. Included you will find a copy of the Aeverex Protection Plan Vehicle Coverage agreement and Simple Interest Retail Installment Contract for your reference. On April 25, 2014, our customer brought his vehicle into a repair facility. The repair facility was not able to find any issues with the dashboard lights. Our customer reached out to Aeverex and was advised that the shop could not duplicate the issue but that Chevy had a recall on that item. On April 28, 2014, our customer returned his vehicle to DriveTime. On May 1, 2014, our customer repurchased the vehicle. On July 12, 2014, our customer brought his vehicle into a repair facility due to concerns with the acceleration and dash lights. These are non-covered components under his service contract. On August 11, 2014, we came to an amicable resolution. We offered to waive the diagnostic fee in order for our customer to get a second opinion. Once the vehicle is diagnosed, we can review for possible solutions. 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, [redacted] 
Customer Solutions Analyst

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I’m writing this letter in-reference to re-opening a prior complaint due to the problem not being resolved as Drive Time stated, Drive Time reached out to me after the Revdex.com complaint. Drive Time instructed me to take the 2010 Chrysler 300 to [redacted] and they would pay the diagnosis fee.  I complied, on 10/9/2014 the vehicle was diagnosed what was found, Oil leak, the oil had not been changed since 1/13/2013 printed on the filter.  I purchased vehicle on 5/10/2014. Both torsion strut bushings split, sway bar bushings bad. Sway bar links bad and left front outer tie rod bad also 4 wheel alignments. Cost $1031.00, Drive Time did not agree to have repairs done there.  Drive Time instructed me to take the vehicle to another of their in-shops, [redacted], and provide them the diagnosis from [redacted].  On 10/16/2014 I took vehicle in and provided list of repairs by [redacted], vehicle out on 10/17/2014, upon pickup the mechanic stated the vehicle was still making noise but this was due to all Chrysler’s making noise.  I took the vehicle to [redacted] to learn that the wrong oil was put into the vehicle, by [redacted], this is specified on oil cap, and also by their list of completion they only put 2 quarts of all in vehicle. 
The vehicle was loud and still making the same noise, I took the vehicle back to Chrysler to ask for another diagnosis paid by me, their response another one not needed. Due to the first thing on the list of repairs done by [redacted] was not performed; also Chrysler’s stated the statement that all Chrysler’s making noise isn’t a true statement. I contacted Drive Time again with update; also the vehicle started having problems with starting and needed a jump to perform. I had the batter checked and put on diagnosis machine at local advance shop was told battery was good but needed charging, I had battery fully charged results full charge on battery.  Car still will not perform without being jumped but once turned off will not start. Drive Time instructed me they did not want to send the vehicle to the same in-shop [redacted] they instructed me to take it to another in-shop which was [redacted], I complied on 11/3/14, I had vehicle towed to [redacted], I received a telephone call from [redacted] that there was nothing wrong with the vehicle but that it needed a new battery. [redacted] had also called this in to Averex warranty. Upon picking the vehicle up [redacted] mechanic road in vehicle with my son and I, the mechanic observed noise inside vehicle also outside. The vehicle taken back into shop repairs found and needed, both front struts upper control arms, install right upper control arm install left upper control arm and alignment needed. [redacted] called in claim $1,500.00 plus it was denied, Drive Time Customer Relations staff [redacted] stated to me that they would close out the old loan acting as if it did not happen. [redacted] stated they would switch me into a new vehicle of choice, but same class and price, and that the down payment amount which was the balance left on the 2006 Commander would transfer. But would not transfer any payments made on 2010 Commander, or reimburse any diagnosis fees paid by me. Also I would need to make my past due payment of $254.25. I agreed and made payment on 11/12/14, on 11/12/14 terms changed, [redacted] stated in order to transfer me into a new vehicle I would have to comply with a new application, credit check and approval. Or if I want to walk away they would provide me a $500.00 check, she explained they did not obtain the balanced left on the 2006 Commander once sold in the auction and took a loss. 
Follow up: On 11/19/14 I spoke with [redacted] customer relations (supervisor) she agreed with the terms being offered and explained that they received $20.00 more from the trade in amount of 4,000.00 plus from the sell of the 2006 commander. [redacted] stated the $500.00 was a courtesy to me only. There have been many inconsistencies, and dishonest statements and practices by Drive Time, at this time I’m willing to walk away as Drive Time state I’m allowed to do at this point, but feel that $500.00 for my trade in that was in good condition, well kept and no- body damage is unseasonal and would not be feasible for me. I would be willing to accept 1,200.00 to walk away as they previously stated that I’m allowed to do. I would appreciate your attention to this matter.
 
Regards,
[redacted]

DriveTime had the opportunity to review the calls between Bridgecrest representatives and our customer, Bridgecrest did explain the modification process accurately to our customer. They did not state these payments will be suspended, rather they are being placed at the end of the loan. DriveTime acknowledges the postdated payment our customer set for February 17, 2017 in the amount of $483.00. As we are crediting the past due balance $900.00, we have declined the five payment deferments. DriveTime has not been able to reach our customer to discuss  explore additional options for assistance. On February 17, 2017, we sent a No Contact Letter to our customer’s email address on file. The purpose of this email is to encourage her to contact our Customer Relations department to discuss her concerns further. At this time, we are unable to proceed forward in assisting our customer with her concerns unless we are able to speak with her to explore additional options for assistance as our customer’s verbal or written approval is required to proceed.

August 28, 2015[redacted]Revdex.comPh. ###-###-####Fax ###-###-####Re: Complaint # [redacted]Dear [redacted],Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns.At the time of purchase our customer signed and reviewed the Vehicle Service Contract. On Page 3, under subsection Exclusions – What this Vehicle Service Contract Does not Cover, it states:"All parts not specifically listed as covered parts are not covered under this contract… In addition, this contract provides no benefits or coverage and provider has no obligations under this contract for:? Cost or other damages caused by the failure of or to a part not listed as a covered part."Our customer was previously ineligible for a payment deferment to suspend his past due balance on the grounds of being within the initial six months of his loan. DriveTime has found that the first six months of payment is the most important in determining customer’s payment habits throughout the life of the loan. It is for this reason that DriveTime is unable to modify the original terms of payment within this time frame.On August 26, 2015, DriveTime’s Customer Relations Department spoke with our customer about his concerns. We requested our customer to send in receipts for his out-of-pocket expenses in relation his vehicle repairs. Once we receive these receipts we will review them for a possible payment deferment.Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,[redacted]DriveTime Customer Relations

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Address: 7211 Mcknight Rd, Pittsburgh, Pennsylvania, United States, 15237-3509

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