DriveTime

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 do acknowledge receiving a call from Drive Time but I was unable to discuss the matter during that time due to being at work and when I get off the office is closed. I never received a letter via mail at my mailing address. I do appreciate you responding to this matter.
Regards,
[redacted]

For full response, please see attached.  On May 17, 2017, DriveTime contacted our customer to discuss her concerns. Our customer explained her vehicle is currently at the in-network repair facility to have the repairs to the A/C compressor, power steering pump, and axle seal completed this...

same day. We explained we would be contacting the repair facility to confirm the completion of the repairs and to inquire what would be needed to repair the traction control system concerns.  Following our conversation with our customer, we were able to contact the repair facility. They advised us repairs would be completed as of May 18, 2017. They further advised they believed completing the alignment will resolve the traction control concerns. They explained if it does not, they would recommend taking the vehicle to the Original Equipment Manufacturer for further diagnosis. We relayed to this information to our customer. We explained we would review for assistance if further repairs are needed and would be willing to offer additional transportation assistance options to help our customer as needed while the repairs are completed. We apologize for any inconvenience this situation may have caused our customer. We will continue to remain in contact with our customer through the completion of her repairs and any offered resolution. Additionally, as a goodwill gesture, we have applied a one payment credit to our customer’s account totaling $240.22.  DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact our Customer Relations department at (800) 965-8043. Thank you,  Danielle C.Customer Relations

June 17, 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. DriveTime strives to make each customer’s...

experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respect. On May 1, 2015, our customer entered into a Closed End Motor Vehicle Lease with DriveTime, when she leased a 2006 Pontiac Grand Prix. All lease vehicles come with a Life of Lease Limited [redacted], administered by [redacted]. Included you will find the Closed End Motor Vehicle Lease Contract and the Life of Lease Limited [redacted] Contract for your reference. All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, it will not be replaced. Page one of the "Lease Vehicle Inspection 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 "Lease Vehicle Inspection 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 dated the "Lease Vehicle Inspection Checklist." Attached you will the Lease Vehicle Inspection Checklist for your review. The following is our customer’s repair history: ? On May 12, 2015, our customer contacted lease customer service regarding repair issues. We referred our customer a repair facility that worked with [redacted]. ? On May 18, 2015, a repair facility contacted [redacted] and recommend repairing front engine mounts, left side transmission mount, and front axle. [redacted] approved the repairs under the Life of Lease Limited [redacted]. ? On May 26, 2015, our customer contacted DriveTime inquiring about a rental assistance. We informed our customer there is no rental assistance on lease vehicles. We offered per [redacted] for each day the vehicle was in the repair facility. Per [redacted] is calculated based on our customer’s bi-weekly payment of $207.50. We take the bi-weekly payment and divide it by 14 days. Our customer’s daily per [redacted] is $14.82. ? On May 27, 2015, the repair facility contact [redacted] and advised the output shaft came out with the axle causing internal damage to the transmission. [redacted] approved the transmission under the Life of Lease Limited [redacted]. ? On June 5, 2015, a per [redacted] credit for four (4) days was applied to our customer’s account for $51.87. At this time, as a goodwill gesture, we are offering to credit our customer’s account $300.00. We encourage our customer to contact us at ###-###-#### to accept our offer or come to an amicable resolution. 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 Tell us why here...

November 11, 2015RevDex.comPh.
(602) 212-2232Fax
(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 22,
2014, our customer entered...

into a Simple Interest Retail Installment Contract
with DriveTime when she purchased a 2011 Honda Accord. Attached you will
find the Simple Interest
Retail Installment Contract for your reference. In a simple
interest loan, interest is charged per day on the financed balance remaining.
Each payment made would first apply towards the amount of daily interest. Any
additional amount paid would then be applied to the principal balance of the
loan. At the time of purchase our customer had the opportunity to sign and
review his Simple Interest Retail Installment Contract. On page three under
subsection Finance Charges it states:            “This
is a simple interest Contract. The finance charges you pay will depend on how
you make your payments. Your actual finance charges may be more than the
disclosed Finance Charges if you make your payments late or in less than the
scheduled amount.”On July 9, 2015, our customer contacted DriveTime and stated that she
would like to change her payment due dates to the 8th of every month.
DriveTime advised our customer that this could only be done once throughout the
life of the loan. Our customer understood. On July 27, 2015, our customer contacted DriveTime and stated that she
would like to modify her payment due dates. Our customer stated that her pay
checks post after her payment due dates. Our customer was advised that
DriveTime would submit the due date modification request. Our customer was
advised to follow up with DriveTime to complete the process. Our customer did
not make any attempts to follow up with DriveTime in regards to this matter.On August 10, 2015, DriveTime contacted our customer and advised her of
the status of the account. Our customer advised DriveTime that she had
submitted a request to have her due dates changed. Our customer was advised the
request was not completed. Our customer understood. On September 3, 2015, DriveTime contacted our customer and advised her
of the status of her account. DriveTime advised our customer that due date
change request was not completed. Our customer understood. On September 4, 2015, our customer contacted DriveTime and stated that
she would like to modify her payment due dates. At this time, our customer was
mistakenly advised that she was not eligible for a due date modification. Our
customer was not satisfied with this response and ended the call.On October 12, 2015, DriveTime contacted our customer and advised her
of the status of the account. Our customer stated that she gets paid on the 9th of every month and would prefer her payments to be due on the 10th of every month. Our customer was advised that her account information would be
forwarded to a supervisor to review for modification eligibility. On November 6, 2015, DriveTime contacted our customer to address her
concerns and reach an amicable resolution. Our customer was advised that
DriveTime would process the due date modification request.. Our customer was
advised that she would be hearing from DriveTime once the request was processed
and the required disclosure was available to be read. Our customer understood
and expressed satisfaction with this resolution. On November 10, 2015, our customer’s modification was complete. Our
customer’s new due date is the 10th of every month, beginning
December 10, 2015. We apologize for
any confusion or inconvenience this matter may have caused. As a goodwill
gesture, DriveTime has applied a $25.00 credit towards the principal balance of
the vehicle. If our customer has any additional concerns, we encourage her to
contact our Customer Relations department at [redacted]. DriveTime
thanks the Revdex.com for their ongoing support. Should you have
any questions or concerns, please contact us by calling us at [redacted]. Sincerely, Diana C.DriveTime
Customer Relations

[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]

I reject their offer because this is a COVERED repair. They have never sent any written estimation as to why they denied a covered repair. It's beyond reprehensible what DriveTime is doing. I shouldn't be paying anything on a covered repair. They (DriveTime and Aeverex) feel they can deny any and all claims as they see fit. There are no che ks and balances so they are free to govern their own decisions. The non-covered part these people are talking about is a thermostat housing that was repaired in competent form by a qualified mechanic. It was subsequently driven wirhout issue for weeks up until this incident. The shop that my vehicle has been at for over two months has agreed that the housing had NOTHING to do with the engine failure. I've called their "Customer Relations" only to get the same programmed response time and again. Since they are unable to use common sense my only course of action is seeking legal counsel. To tell someone that "we can roll you into a new vehicle or you can pay for repairs to your current" is ridiculous. Their attachments only confirm this as a covered repair. On top of this I was paying on this vehicle while still unable to use it. But somehow they feel the best solution is to continue in a business relationship with a company I would prefer never to have dealt with. Their "take it or leave it" attitude doesn't work and nobody would accept those terms. They don't supply anything they said to me in writing because they know they're dead wrong. And if they are unwilling to fix this vehicle that is under warranty then we'll have this matter litigated in a court of law.

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 September 27, 2010, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he...

purchased a 2008 Chevrolet Impala. Attached you will find the Simple Interest Retail Installment for your reference. In October 2014, DriveTime temporarily ceased and purged all 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. On March 13, 2015, our customer’s loan was paid in full. In April 2015, we completed the necessary updates with Experian and Equifax and reporting continued. We were continuing to work diligently to reestablish reporting with Transunion. On June 27, 2015, our customer contacted DriveTime inquiring why there was an open loan for their vehicle with a principal balance of $4,494.00. On June 29, 2015, we contacted our customer and informed him that Experian and Equifax were reflecting correctly in regards to his credit reporting and Transunion has not been updated since 2014. We informed our customer that we would not be able to update with Transunion until we reestablish reporting. Later that day, we emailed a credit rating letter to our customer. This credit rating letter can be provided to potential creditors. We strongly encourage our customer to keep a copy for his records. Attached is the credit rating letter for your reference. At this time, we have reestablished reporting with Transunion. DriveTime is continuing to work diligently to reestablish all credit reporting on our customer’s account; however, it can take up to 30-60 days for customers to be able to see it reflected on their credit reporting.If in the future our customer should require further documentation of his loan, we would be happy to make additional credit rating letters available. We apologize for any inconvenience or confusion this matter may have caused. As a good-will gesture, DriveTime has sent our customer a $25.00 American Express gift card to the address listed on file. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely,[redacted]. DriveTime Customer Relations Department

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. After receipt of the complaint on August 1, 2017, we attempted to obtain pictures of the recommended repairs to assist in our review of possible assistance. However, our customer...

left with the vehicle and the repair facility was unable to complete our request. On August 2, 2017, our customer returned the vehicle to DriveTime and removed the plate and tags. We contacted her on August 3, 2017, when she explained she is transferring the registration to another vehicle she will be financing at another dealership. At this time, DriveTime would not be able to review the denied claim for any possible exceptions as our customer has returned her vehicle. Additionally, we would not be able to accommodate our customer’s request to allow the return of the vehicle without any impact to her credit. This will be reported to the major credit bureaus as a voluntary surrender and there will be a deficiency balance remaining. A detailed explanation of the events which have transpired is below. Our customer’s purchase, which took place on February 4, 2017, included a 30-day / 1,500-mile DriveTime Limited Warranty, administered by SilverRock. Additionally, our customer elected to purchase a 5-year / 50,000-mile Vehicle Service Contract, also administered by SilverRock. Attached is the Contract, DriveTime Limited Warranty, and Vehicle Service Contract for your reference.There have been a total of three claims filed with SilverRock, by a repair facility, since the time of purchase. The first was filed on February 17, 2017 for the master cylinder, power steering pump, drive belt, and diagnostic fee. These repairs were covered under the DriveTime Limited Warranty and were completed at no cost to our customer.... (continued on attached)

On August 23, 2017, DriveTime contacted our customer and began working toward an amicable resolution. We encouraged her to take the vehicle to an INRF for further diagnosis and to have a claim initiated with SilverRock. We advised that once a claim was on file, we would review options to assist....

  On August 24, 2017, an INRF initiated a claim with SilverRock for a full engine replacement. These repairs were approved under the terms of the VSC. We contacted our customer and advised her of the rental reimbursement terms for the SilverRock VSC: up to $25.99 a day for every 8 hours of approved labor time, up to 5 days. As a gesture of goodwill we advised we would provide rental reimbursement for a total of 8 days, from August 24 to August 31, 2017, to ensure she had transportation assistance for the entirety of the repair period. Our customer demonstrated satisfaction with this assistance, and we ended our correspondence on amicable terms.

December 12, 2016   Revdex.com Ph. (602) 212-2232 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 re-address our customer’s concerns. DriveTime had provided our customer with a credit of $25.00 towards her principal balance as a gesture of goodwill. This credit was not provided as a resolution of her concerns. At this time, DriveTime has received invoices for our customer’s repairs. The invoices that we received did not show as a paid receipt. On December 9, 2016, DriveTime spoke with our customer and informed her that we would need a paid receipt in order to review further for an amicable resolution. DriveTime will be reviewing our customer’s paid receipts once we receive them. We apologize for any confusion or inconvenience this matter 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 [redacted].   Sincerely,   Jeremy R. Customer Relations Tell us why here...

Ms [redacted] you got all the documentation you need from me . I'm not even going to bicker back in forth with them because they know they are wrong from selling me a lemon . They just see how much is owed on it and want them money . All they did was wheel me in to purchase it and they got me now they want to stick and screw me . They might have gave you there little documentations . But look close and look at the months and the years all n the same year to this year . That how many times I called and I went to in network facilities to there's and others . Back in December I reported them the rust and car fax as well they avoided it because that's when I fell off the highway the car went by itself and I  hit my emergency brake to stop so I wont hit others . I mentioned that to them and reported it they still didn't do nothing and told me removing me from the car is not and option . That's also the same time I took the car to a repair shop to be diagnosed to see what's wrong  and they didn't process the payment for them repairs of the alignment the exhaust pipe until the next day . Had me at the shop for 4 hours waiting on them and they didn't even process the payment . In the process of all of that I was in pain in my back from when the car shifted to one side and hydroplaned. It wasn't even raining it was because the inner tie rod and more matienance problem car also had wiring problem car shut off on me before to . I reported that nothing was done as well . I feel I'm being taking advantage of . Something need to be done .

I will be seeking a lawyer to further pursue this matter its really unacceptable and I shouldn't have to go through this hardship I should be compensated more than 50 dollars and I will be thanks for your time but I dont accept this response

January 16, 2016 [redacted] Revdex.com Ph. (602) [redacted] Fax (602) 263-0997  Re: Complaint # [redacted] Dear Ms. [redacted] Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. On January 8, 2016, our customer returned the vehicle to a DriveTime dealership to rescind the Simple Interest Retail Installment Contract, at that time: Our customer agreed to: Release the Vehicle to DriveTime possession DriveTime agreed to: Rescind the Simple Interest Retail Installment ContractDelete trade lines from all three credit reporting agenciesRefund full down payment of $600.00 to our customer At this time, the $600.00 refund of the down payment has been sent to our customer. Without any new information, DriveTime is unable to further assist our customer. We apologize for any inconvenience or confusion this matter may have caused. Should you have any questions or concerns, please contact us by calling us at [redacted] Sincerely, Justin M. DriveTime Customer Relations Department Tell us why here...

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. The actions described in our customer's correspondence are clearly not in keeping with DriveTime's set standards of service and support.  DriveTime strives to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respect.On April 2, 2014, our customer entered into a Motor Vehicle Periodic Renewal Lease with DriveTime when she leased a 2007 Chevrolet Trailblazer. Included you will find the Motor Vehicle Periodic Renewal Lease for your reference.  At time of lease, our customer agreed to make 64 bi-weekly payments of $234.30 beginning April 14, 2014. Our customer elected to take advantage of the Auto Pay service, allowing her payments to be withdrawn automatically from her bank account. With the Auto Pay service, our customer’s accounts receive a $12 credit for each reoccurring payment made in this manner. Our customer’s normal payment is $234.30, however with the $12 credit, the total amount due is $222.30.On May 12, 2014, our customers payments increased to an amount of $235.39 due bi-weekly. The reason for this increase was a tax adjustment charged by the county in which she resides. Our customer bi-weekly payment increased by $1.09 while the Auto Pay deduction remained constant. On page 3, under section “Registration, Parking Tickets and Taxes” in the Motor Vehicle Periodic Renewal Lease it states:“You must pay when due or reimburse us if we pay for all government charges, fees and taxes (other than our income taxes) whether assessed on you, us, or the Vehicle… You must pay personal property taxes, or similar taxes assessed on the vehicle, whether you are billed for them by the government or whether we pay them and bill you for them or include the amount of such taxes as part of your periodic payment.”Since our customer’s bi-weekly payment increased by $1.09 per bi-weekly installment and the amount deducted from the Auto Pay service remained constant, our customer’s account became delinquent. We have attached a copy of our customer’s payment ledger for your reference. DriveTime has attempted to contact our customer multiple times in order to reach an amicable resolution. We encourage our customer to contact our Customer Relations Department at ###-###-####.  As goodwill gesture, we have credited our customer’s account $25.79 to waive the current delinquency balance of the 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] *. DriveTimeCustomer Relations

October 30, 2015   Revdex.com Ph. (602) 264-5299 Fax (602) 263-0997   Re: Complaint # [redacted]   To Who It May Concern:   Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns.   On July 18, 2015, our customer’s first lease payment of $339.18 came due. On the same day, DriveTime received two electronic payments: one for $215.43 and the other for $123.75. At that time, both payments were pending finalization.   On July 20, 2015, our customer contacted DriveTime and inquired into why her payments still were showing as pending. We advised our customer that some financial institutions could take up to five business days to complete the payment process. We encouraged our customer to contact DriveTime in a few days to ensure the payment had processed in full.   On July 23, 2015, our customer’s payment of $215.43 was reversed. DriveTime attempted to contact our customer, but we were unable to reach her.   On July 29, 2015, our customer returned DriveTime’s calls in regard to her account delinquency. Our customer advised her bank statement reflected that the payment for $123.75 had been processed. We informed our customer that the payment was still reflecting as pending in our system. Our customer advised she would pay the $215.43 that had been reversed on July 23, 2015.   On July 31, 2015, a payment of $555.00 was applied to our customer’s lease account. Due to the way our payments are applied, the $555.00 was allocated to our customer’s side note first. Her account was then reflecting as paid ahead by $215.82. However, after receiving the payment of $555.00, the previously pending payment of $123.75 made on July 18, 2015 was reversed. This brought the account to be paid ahead by only $92.07.   On August 1, 2015, our customer’s next payment of $215.43 came due. With the paid ahead amount of $92.07, $123.36 was still due toward her payment.   On August 7, 2015, our customer contacted DriveTime regarding the delinquency on her account. We advised our customer that the payment of $123.75 had been reversed and her account was currently $123.36 delinquent.   On August 15, 2015, another payment of $215.43 came due. Later that day, our customer contacted DriveTime to clarify the current amount due. DriveTime once again explained the payment reversal and informed her of the current delinquency amount of $338.79. Our customer advised she understood and paid the delinquent amount, bringing her account current. DriveTime processed the payment and advised our customer she would owe one more side note in conjunction with her next payment.   On August 29, 2015, our customer’s next lease payment of $339.18 came due. No payment was received.   On September 1, 2015, our customer contacted DriveTime in regard to her past due balance. Our customer was mistakenly advised she owed $215.43, when in fact she owed $339.18. Our customer arranged to pay the requested $215.43.   On September 12, 2015, another periodic payment of $215.43 came due. Along with the unpaid side note payment that had come due on August 29, 2015, a total amount of $337.40 was due to our customer’s account.   On September 17, 2015, our customer made a payment of $216.00. She contacted DriveTime to ensure the payment had processed and was advised that it had.   On September 24, 2015, DriveTime recovered the vehicle due to the delinquency still owed toward our customer’s side note. On the same day, our customer contacted DriveTime to dispute the recovery of the vehicle. Our customer advised she had been informed that she had paid off her side note contract. Our customer sent in bank statements showing the payments from July. After further review, DriveTime advised our customer that the delinquency was not related to the reversed payment in July. We advised our customer the delinquency was from the final side note payment due August 29, 2015.   On September 30, 2015, DriveTime submitted a request to credit $300.00 to our customer’s lease account to compensate for her hardship. We are also mailed our customer a $100.00 American Express gift card for the confusion surrounding the handling of her payments.   On October 1, 2015, the $300.00 credit posted to our customer’s lease account. $175.00 of the credit was applied toward her recovery fees, and the remaining $125.00 was applied toward her periodic payments. As of October 30, 2015, our customer’s account is current.   We apologize for any confusion of inconvenience this matter 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 800-965-8043.   Sincerely,   [redacted] DriveTime Customer Relations

Please see the attached PDFOn January 4, 2017, we spoke with our customer to address the concerns in her complaint. We advised that due to DriveTime’s error, a duplicate title was ordered using our third party title agency. In addition, the DMV was working on processing the request for a duplicate...

title. However, because the DMV was behind due to the holidays, DriveTime has been unable to secure a duplicate title. Furthermore, we are unable to provide our customer with an estimated time of completion. DriveTime understands the significance of providing our customers with their vehicle’s title in a timely matter; every effort is made to expeditiously process these requests. We also understand that by not doing so can cause our customers unnecessary hardship. DriveTime takes these matters very seriously and we sincerely apologize to our customer for the underlying issues that caused the delay, and the further inconvenience this matter has caused. At this time, we do not have an estimated time we can provide our customer. However, DriveTime will continue to work diligently with the Virginia DMV and our customer in an attempt to expedite a resolution and reach amicable terms. We apologize for any confusion or inconvenience this matter has caused. As a goodwill gesture, DriveTime has sent a $50.00 American Express gift card to our customer’s address she 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, Brodie H.Customer Relations Department

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 do not agree with it because they cotacted me about something else. I understand that I signed all the papers because at the time everything seemed fine with the car, but now I fear every time I drive it sonething will happen and it will cayse an accident, my air back sensor is on so I do not feel safe in this car, I have to children and the air bags are not covered under warrenty. I am able to make a appointment to see whats going on but two of the problems are happening spontaneously so how will an inspector be able to see that? There are recalls on the car I have (12) but before looking at it they said there is one on my car and its the ignition switch. With full coverage insurance and seatbelts I still do not feel safe in this car, it stalls out of no where so hard that I feel like I been rear ended and mad a scene in rush hour traffic thinking I was hit the first time it happened and now that its happening more im thinking I wasnt even hit. It happens while im stopped at a light, it feels like uhh get hit from behind and the car jerks all the time and the sensor for the rpms goes up and down really fast. Drive time is doing nothing to helpvthis situation and just give me the run around. THIS CAR IS NOT SAFE! I will do whatever to make sure me and my kids are safe.Regards,[redacted]

December 30, 2015   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 non-customer’s concerns. On October 21st,...

2015, customer cancelled her layaway agreement. At the time of layaway, the customer used a credit card to place the vehicle on layaway. When a layaway deposit made by credit card is cancelled, the customer is to return to the dealership so the refund may be applied back to the same card.  Our customer had advised the dealership she no longer had that card, therefore, dealership personnel was to have submitted a check request. Due to unforeseen circumstances, the check request submitted by the dealership was delayed. At this time, the dealership had confirmed the customer’s check in the amount of $75.00 is ready for pick up. On December 29, 2015, we contacted our customer to address her concerns. She was advised that the check was, in fact, at the dealership ready for pick up and that as a gesture of goodwill, we would be sending a $25.00 gift card to her confirmed mailing address. At this time, we able to accommodate our customer’s request. We apologized for any inconvenience this matter 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 800-965-8043.   Sincerely, Corina C. DriveTime Customer Relations     Tell us why here...

[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]

For full response, please see attached. On September 27, 2017, we contacted our customer to discuss the concerns of her complaint. We explained our customer’s vehicle has been towed back to the INRF and the repairs to the turbo charger are expected to be completed by September 28, 2017. We...

explained once the repairs are finished, we would have the vehicle towed back to the OEM to confirm completion at no cost to our customer. At this time, any recalls would also be able to be performed by the OEM. As a gesture of goodwill, we also offered to pay for the daily rate of a rental vehicle for our customer while the repairs are performed. Our customer expressed satisfaction with the outcome and the call was concluded on amicable terms. On October 2, 2017, we were able to confirm our customer’s vehicle had successfully been transported to the OEM. They have since confirmed the repairs to the turbo charger have been fully completed and the recalls would be completed by October 3, 2017. As a contracted vendor for DriveTime, we take complaints against third party repair facilities very seriously. We have internally addressed the issues with the repair facility and sent a $50.00 gift card to our customer’s home address.  We will continue to remain in contact with our customer to ensure all which has been promised is executed in a timely manner.