DriveTime

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

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.

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

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]

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

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 am in a leased vehicle with Drive Time since October of 2014. When I went back to pick up the vehicle I was advised that the car was still in the service department and that they were closed so I couldn't get it until that Monday. Drive Time advertises that they perform a 100 point inspection on every last one of their vehicles. Within two to three months of having the vehicle, I had to get it towed and was without transportation for a week, due to the transmission having to be rebuilt. Then on 9/7/2015, not even a year later, the battery light came on and the car shut down. I again had to have the vehicle towed and it was the alternator that had to be replaced, along with the serpentine belt. Then on 9/10/15, the check engine light came on. Even though cars have mechanical issues, there is no way that a 100 point inspection was done on this vehicle. On 9/10/15, I sent an email to customer service and when they called, the only thing that he could offer was for me to take it back to the mechanic. I missed three hours of work on Tuesday that I did not get paid for. Paid $40 for a cab,$100 deductible, and $93 for the serpentine belt. I advised that I could not keep missing work to take the car in and that I didn't have money to keep calling a cab. So he said that my car note was past due and that they had put out a call to have the vehicle picked up. I said well I had the money until all of this happened and I can pay it in the morning. He advised that I needed to make a payment today and they could not cancel the repossession until I made a payment. He also advised that I could turn the car in and get the $500 credit that I have earned and get another vehicle, but I would still have to put some money with that. I do not feel as though Drive Time as done anything to stand behind their claim of their vehicles being thoroughly inspected before they sell or lease them.
Regards,
[redacted]

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

(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.

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On September 11, 2014, before purchasing a vehicle with DriveTime, our customer filed for Chapter 13 bankruptcy. This bankruptcy was discharged on August 8,...

2012. On April 28, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2009 Toyota Yaris. Attached you will find the Simple Interest Retail Installment Contract for your reference. In October 2014, DriveTime temporarily ceased credit reporting to all three major credit bureau agencies. This cease was due to required system enhancements taking place in the manner DriveTime reports to the credit bureaus. We have completed the necessary updates with [redacted] and [redacted], and they have uploaded our customers’ account information for public viewing. [redacted] has recently completed these updates, as well.  We understand the importance of building and maintaining a credit score. We also understand the importance of accurately reporting credit activity, and that is why DriveTime has made the effort to complete these system enhancements.  After a recent extensive review, we determined that there were serious questions about the ability to report bankruptcy accounts accurately. As a result, we were temporarily unable to report accounts with previously filed bankruptcies, in order to ensure no inaccurate reporting occurred. This change was also required to ensure DriveTime was in compliance with the Fair Credit Reporting Act. At this time, DriveTime has found a resolution to report accurately for accounts that have had a previously dismissed bankruptcy. This update should reflect on our customer’s credit reporting within 30-60 days. We will be reinstating these trade lines with [redacted], [redacted] and [redacted]. On July 27, 2015, we contacted our customer and came to an amicable resolution. We discussed the above information and advised our customer to contact us at ###-###-#### with any further questions or concerns. As an additional 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 ###-###-####. Sincerely, [redacted]. DriveTime Customer Relations Department

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 .

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

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

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)

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

September 4, 2015 Revdex.comPh. [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 February 9, 2010,...

before purchasing a vehicle with DriveTime, our customer filed for Chapter 7 bankruptcy. This bankruptcy was discharged on May 12, 2010. On July 1, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a [redacted]. Attached you will find the Simple Interest Retail Installment Contract for your reference. In October 2014, DriveTime temporarily ceased credit reporting to all three major credit bureau agencies. This cease was due to required system enhancements taking place in the manner DriveTime reports to the credit bureaus. We have completed the necessary updates with the three major credit bureaus, and they have uploaded our customers’ account information for public viewing. We understand the importance of building and maintaining a credit score. We also understand the importance of accurately reporting credit activity, and that is why DriveTime has made the effort to complete these system enhancements. After a recent extensive review, we determined that there were serious questions about our ability to report bankruptcy accounts accurately. As a result, we were temporarily unable to report accounts with previously filed bankruptcies, in order to ensure no inaccurate reporting occurred. This change was also required to ensure DriveTime was in compliance with the Fair Credit Reporting Act. At this time, DriveTime has found a resolution to report accurately for accounts that have had a previously discharged bankruptcy. This update should reflect on our customer’s credit reporting within 30-60 days. We will be reinstating these trade lines with [redacted], and [redacted].On September 1, 2015, we contacted our customer and came to an amicable resolution. We discussed the above information and advised him to contact us at ###-###-#### with any further questions or concerns. Our customer was pleased with this resolution and considered the matter resolved.We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principle 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

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.

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On April 11, 2014, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2012 Nissan Altima. We have attached the Simple Interest Retail...

Installment Contract for your reference. DriveTime has temporarily ceased credit reporting to all three major credit bureau agencies. The cease is due to required system enhancements taking place in the way DriveTime has been reporting to the credit bureaus. We anticipate these enhancements will be completed no later than the first week of March. 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 January 18, 2015, we contacted our customer and offered the following resolution: DriveTime agrees to: ? Send a letter to our customer reflecting her past payment history ? Update her account’s credit reporting manually once credit reporting resumes As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principal balance. We apologize for any confusion or inconvenience 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, 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

I had my eye on a car from drive time. I sat down gave all my information and was to get a call back shortly. I waited two days than no phone call.[redacted]

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