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DriveTime Reviews (3011)

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 22, 2014, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a 2008...

Pontiac Torrent. The Closed End Motor Vehicle Lease Contract has been attached for your review. At the time of lease, our customer agreed to make 59 semi-monthly payments of $223.08 beginning on May 10, 2014. On Page 3 of the Closed End Motor Vehicle Lease Contract, under subsection 11, "Default, Repossession and Other Remedies," it is stated: "The following are events of default (a) you fail to pay any periodic payment when due or any other amount you owe under this Lease when we ask you for it…" In addition, subsection 11 states: "If you are in default, after waiting any time the law requires, we may… Take (repossess) the Vehicle wherever we find it and enter any property where the Vehicle may be to do so…." On July 13, 2015, our customer contacted DriveTime to discuss payment arrangements on her account. We informed our customer of our 0 day grace period but made an exception to allow our customer until July 15, 2015 to pay her past due amount of $221.16. On July 20, 2015, we attempted to reach out to our customer to inform her of the status of her account, but was unsuccessful.On July 22, 2015, DriveTime exercised our contractual right to secure our customer’s vehicle for non-payment. Later that day, our customer contacted DriveTime stating she made her payment on July 16. We informed our customer we had not yet received that payment. Our customer then provided us with a reference number for proof of payment. We encouraged our customer, in the future, to contact DriveTime with her reference number to ensure we receive her payments if there are payment arrangements made on her account. We found our customer’s payment was applied to the incorrect account. Due to this system error, DriveTime has waived our customer’s tow fee and credited her account one payment as a good-will gesture. We apologize for any inconvenience or confusion this has caused. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [redacted]. DriveTime Customer Relations

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. Our loan-servicing department is designed to work with our customers, as well as make efforts to cure account delinquency.On January 6, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2011 Chevrolet Impala. Attached you will find the Simple Interest Retail Installment Contract for your reference.Our customer’s account fell past due on March 14, 2015, and has not since been current. When our customers’ accounts fall past due, we make multiple daily attempts to make payment arrangements.On April 27, 2015, we contacted our customer regarding her past due payment. Our customer informed us that, after a short term without work, she had returned to work and was in need of payment assistance. We advised our customer that she was not currently eligible, and she would need to make a payment before we could readdress the matter. She advised us she would get paid next on May 8, 2015.On May 9, we received a payment of $200.34 toward our customer’s account. The payment was later reversed due to insufficient funds. On May 13th, a $15 fee was applied to our customer’s account as a result of the payment reversal.On May 13, 2015 we contacted our customer regarding her reversed payment. We informed our customer that due to the payment not clearing, she would not qualify to receive a payment deferment. Our customer later submitted a payment of $200.68 that was required in order to qualify for deferment. We informed our customer that once the payment cleared we could review the deferment process.On May 18, 2015, we contacted our customer regarding her past due balance. She informed us of the previous arrangement to receive a deferment once her payment cleared. We advised our customer that there was no longer availability to perform a deferment due to exhausting the company’s allotted account modifications under our lending agreements for that month. We suggested for her to contact us in June once we had the availability to provide account deferments.On June 2, 2015, we contacted our customer regarding her past due payments. Our customer requested to have a deferment on her account. We advised her that she was ineligible to receive a deferment and needed to make two payments to qualify.In order to qualify for a payment deferment, our customers must have made at least five payments within the ninety days preceding the offered deferment. By June 2nd, our customer’s account had only recorded three payments in the preceding ninety days, therefore two payments were required before assistance could be offered.On June 9, 2015, our customer contacted DriveTime’s corporate offices regarding payment assistance. Our customer advised us she would be able to make pay two payments on June 20, 2015. We set a promise to pay for that day in the amount of $400.On June 20, 2015, our customer made a payment of $400.68 toward her account to lower her past due balance. The payment was later reversed due to insufficient funds. On June 24, 2015, a $15 fee was applied to our customer’s account as a result of this payment being reversed.On July 3, 2015, we contacted our customer regarding her past due balance. We explained that her June payment had been reversed and she was not eligible for deferment until that payment was made. We informed her that once the payment was made we could offer up to three payment deferments to assist with the time she was out of work.Between July 18, 2015 and July 22, 2015, our customer made one payment of $240.34 and a second payment of $241 toward her account. The payment of $240.34 was later reversed due to insufficient funds and an additional $15 fee was applied to our customer’s account.As of July 27, 2015, our customer’s account has reached 37 days past due with a past due balance of $605.02.We have made several unsuccessful attempts to contact our customer to discuss options for deferment. On July 27, 2015, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform our customer of our attempts to reach out to her. We encourage our customer to contact our Customer Relations Department at ###-###-####, so that we might come to an amicable resolution.We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has applied $25 to our customer’s principal balance.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,[redacted].DriveTime Customer Relations

June 24, 2016   Revdex.com Ph. (602) 264-5299 Fax (602) 263-0997    Re: Complaint # [redacted]   To Whom It May Concern,   Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On April 21, 2016,...

our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2011 Hyundai Sonata from DriveTime. Attached you will find a copy of the Contract for your review. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation.  The purchase included a 30 day/1,500 mile Warranty, and our customer purchased an additional Vehicle Service Contract for additional protection. Attached you will find the Warranty and Service Contract for your review. [redacted] administers our Warranties and Service Contracts. 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, there is no need to replace it. On May 3, 2016, our customer contacted [redacted] to report possible electrical issues with her vehicle. [redacted] advised that our customer take her vehicle to an in-network repair facility for diagnosis per the terms of her Warranty. On May 20, 2016, our customer again contacted [redacted] regarding these issues. At that time, no claim had been received from a repair facility. [redacted] advised our customer that at that point, she was outside of her 1,500 miles, and any concerns would therefore be handled under the terms of the Service Contract. The Vehicle Service Contract does not provide coverage for electrical issues. FULL RESPONSE ATTACHED

(Please see attached for full response)On May 6, 2015, our customer requested a due date change. The modification was declined because the requested date occurred before the next originally scheduled payment. Following this modification attempt, our customer has requested a due date change...

during several conversations. During each of these conversations, we informed our customer that upon bringing the account current, we would review for a loan modification to change the due date. On August 14, 2017, DriveTime reached out to our customer to discuss her concerns. We explained the aforementioned information. We discussed the status of the account and encouraged our customer to contact us once the account was current and we would complete a loan modification to change the due date change. Our customer accepted our offer and the call ended on amicable terms. DriveTime does not send monthly statements, however, our customer is welcome to contact us as often as desired to obtain a recent transaction history. Alternately, our customer can review her transaction history, including a complete description of the allocation of her payments via her online account at [redacted] We apologize for any frustration this matter may have caused. We are unable to accommodate her request to refund any interest or late fees to the account as all costs assessed are valid. We will continue to work with our customer through the accepted resolution.

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On October 22, 2010, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2005 Kia Sportage. Attached you will find the...

Simple Interest Retail Installment Contract for your reference. On September 1, 2013, our customer’s account charged off due to non-payment at 105 days past due. On September 3, 2013, DriveTime exercised their contractual right to secure the vehicle and assigned the vehicle to be recovered. Please refer to the section in the Simple Interest Retail Installment Contract labeled “Default”:“You will be in default if any one of the following occurs…You fail to make any payment due under this Contract, including any down payment, in full when such pay is due…6.   You fail to keep any other agreement or promise you made in this Contract” On September 20, 2013, the primary account holder on our customer’s account contacted DriveTime to make a payment, but was informed that his account had charged off. We advised the account holder he would need to pay $1000 up front and $600 by September 30 in order to reinstate his account. Our customer attempted to make a payment of $200; however, it did not clear due to insufficient funds. On December 24, 2013, our customer surrendered the vehicle to the dealership where she purchased it. On January 23, 2014, the vehicle was sold at auction for $2,078.12. This amount was applied to our customer’s remaining principal balance, lowering the amount she owed to $6,653.49. On February 5, 2014, DriveTime sent a letter to our customer with a 25% settlement offer. This required our customer to pay $1,659.62 in order to settle her DriveTime account. On January 22, 2015, DriveTime sent a letter to our customer with a 15% settlement offer. This required our customer to pay $995.77 to settle her DriveTime account; the offer was marked with an April 22, 2015 expiration date. We have made several unsuccessful attempts to contact our customer to discuss her concerns. On April 9, 2015, we sent a letter via certified mail to her address on file. The purpose of this letter is to inform our customer of our attempts to reach out to her. We encourage our customer to contact our Customer Relations department at ###-###-####.At this time, we are unable to accommodate our customer’s request to remove her DriveTime account from her credit reporting. As a goodwill gesture, DriveTime has mailed a $25 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, DriveTimeCustomer Relations

(Please see attached for full response)On July 24, 2017, our customer purchased a 2012 Scion XB from DriveTime and paid in full. Once a cash deal is complete, the customer obtains all rights and responsibility towards the vehicle. During finalization of the sale, our customer was provided with an...

Experian AutoCheck Vehicle History Report (AutoCheck), as a courtesy. Experian is a private third party company that uses credible sources to create a report of a vehicle’s history. DriveTime is not affiliated with Experian AutoCheck in any way and has no control on what is and what is not reported. At the time our customer purchased the vehicle, the AutoCheck report indicated “no accidents”. Our customer signed the AutoCheck report indicating he had been provided a copy and understood its contents.  Above his signature is the section entitled “Accident Check” it states, “[n]ot all accidents / issues are reported to AutoCheck”. Additionally, we have pulled a current report and found the AutoCheck Report continues to convey no accidents are being reported. Attached are both reports, as well as the signed report acknowledgement provided to our customer at the time of his purchase, for your reference.On September 14, 2017, DriveTime spoke with our customer and explained the above information regarding AutoCheck. We explained, at this time, we are unable to accommodate our customer’s request to replace the vehicle. We advised the information previously provided by him was insufficient and requested he provide any corresponding police, Department of Motor Vehicles, or insurance reports for review. Our customer acknowledged the needed documentation and the call ended amicably.  Once any additional documentation is received, we will review for any possible assistance options. We request our customer submit the documentation by September 29, 2017.

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On March 6, 2014, our customer entered into a retail installment contract with DriveTime when she purchased a 2011 Ford Taurus. Our customer elected to purchase a 3 year/36,000...

mile vehicle service contract, administered by Aeverex. Included you will find the Retail Installment Contract and Vehicle Service Contract agreement for your reference. We have made several unsuccessful attempts to contact our customer to discuss her concerns. On November 11, 2014, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform our customer of our attempts to reach out to her. We encourage our customer to contact our Customer Relations department at ###-###-####, to discuss her concerns. 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, 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 brought a used 2008 Chrysler Town & Country vehicle in July 14, 2014 & from day 3 the car started acting up. All the lights kept coming on the dashboard check engine light and a couple of lights that we had to look up in the book. We reported the problem to Drive Time & Aeverex on several occasions in the very beginning that the car was not in good condition and required a lot of work to run properly. They kept telling me nothing was wrong and I was financially down after the purchase and $1,000 down payment, so we was unable to keep getting it checked for $50 charge. From the beginning it was a slow leak in the right tire even though we explain to them that it was a slow leak and need a new tire they kept telling us it wasn't I eventually had to replace the tire in September 2014.  We did not have enough money to continue to get it diagnosis by [redacted], which was the provider Aeverex recommended to us in network.  They charged us $50 on 7/28/15 only days after purchase this vehicle. We started to smell burning and check engine light was blinking in August and We called Aeverex and they stated it would need to be a warranty issue in order to cover what was wrong but we could not take the chance of getting a rental and taking in the car just to be told it was our responsibility with another $50 diagnostic charge plus my own rental cost. In September 2014 the car just really started acting up all the lights were displaying on the dash it was driving funny and the burning smell was more noticeable. We called again and we bought the car in to [redacted]s again but this time we only asked questions to the guy [redacted] and he tested the battery stating that the signal seem strong but it was the original battery from the manufacture (never changed) and could use a change maybe that was the problem. We purchased a new battery for $130 and thought our issues should be over. Wrong! We were still having engine issues and smelling the burning with lights flashing on the dash inconsistently all the time. Finally we decided we would get a complete tune up done maybe that was the issue. We spent $350 on new spark plugs, ignition wire set, air filter, brake pads, and oil, plus labor to get the car running better.  2 days after the tune up it was smoking again. We allowed our mechanic friend to check it and he replaced the heater hoses we purchased the hose for $95.  Car began to run better 2 weeks later we was driving on the high way and the check engine light came back on and stayed on with smoking and the car feeling weird.  We drove it to advance auto when the engine started making loud noises and it just stop driving in the middle of driving.  We got it towed at our cost to [redacted] and they stated it needed $553 worth of repairs.  We questioned the repairs and were told we could bring it to and outside provider but I could not afford more towing cost to another repair shop so we got it fix at Black Tire Auto Service.  We had to get another rental also at our cost and now try to pay another repair bill. On 3/12 we picked our car up from the repair shop and paid the $553 and 6 days later 3/18 severe smoking engine clicking car jerking with my kids inside the car.  We call the warranty again and they pretty much said the same old thing we called the repair shop and was told if it was something wrong with what they repaired they would cover it but if not another $50 charge plus repair. Since we purchased the car the oil change indicator keeps coming on we have done a complete oil change on the car every 3,000 miles with receipts and the indicator still come on we mentioned it to the repair shop and they keep saying reset the indicator but every time we do it comes right back on.  Last but not lease we decided after all these scary engine problems and encounters we wanted to check the Chrysler recalls and found 3 major recalls on the engine and other safety hazards for our exact year and make. Drive Time never did oil change on the car before selling it to us. The car had never had a tune up because the guy that did the tune up showed us the spark plugs that had never been changed and they were burnt out.  I only had this vehicle 7 months and have spent over $600 in rentals over $800 in repairs and have lost time from work and my kids from school from constant car issues.  I do not want to keep this car I will be surrendering the car on March 30, 2015 back to Drive Time on [redacted] and I will sue them in small claims court for Warrant of Merchantability under NC law.  I do not want a repo on my credit b/c I held up my end of the contract. Drive Time sold me a Lemon and we will be seeking compensation.  Thank you.Enclosed: Some receipts for repairs and rentals.  I have to get the rest I will have all receipts by court date.
Regards,
Tamara Shanae Corbin-lyons

May 1, 2015[redacted]  [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On March...

11, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2012 Kia Forte. Attached you will find the Simple Interest Retail Installment Contract for your reference. At the time of sale, our customer agreed to make 101 bi-weekly payments of $209.89 and 1 final payment of $209.25, beginning April 4, 2015. On April 11, 2015, our customer made his first payment of $210.00. DriveTime has not reported negatively on our customer’s account for payment default.DriveTime offers payment options to accommodate every customer’s situation. Several payment options are available to our customers that do not require anadditional processing fee, including: text-to-pay, online bill pay, DriveTime’s automatic payment withdrawal system, and by mail.  Our customers can visit www.drivetime.com for more details on other payment methods. On April 30, 2015, we contacted our customer and informed him of the various payment methods he could utilize that do not require a processing fee. Weinformed our customer that the text-to-pay system is still a commonly used method for our customers to make their payments. During our conversation with our customer, the call was disconnected. At this time, we are unable to accommodate our customer’s request to cancel his contract. DriveTime offers a Vehicle Return Program, which gives our customerthe ability to return the vehicle to DriveTime and terminate their Simple Interest Retail Installment Contract. To participate in the Vehicle Return Program, our customer must return the vehicle to the dealership within five calendar days. Attached is the Retail Purchase Agreement for your review, which outlines the details of the Vehicle Return Program.As a goodwill gesture, DriveTime has applied a $25.00 credit towards 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] *. DriveTimeCustomer Relations

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On January 29, 2015, our customer entered into a Closed End Motor Vehicle Lease when she leased a 2005 Infiniti G35. Included you will find the Closed End Motor...

Vehicle Lease Contract for your reference. On April 24, 2015, DriveTime made an exception to allow our customer to make a double payment of $480.00 on May 8, 2015. Our customer was informed that if the double payment was not made on May 8, 2015 that DriveTime would exercise our contractual right to secure the vehicle for non-payment. As a good-will gesture, DriveTime has waived our customer’s $100.00 deductible for the recent repairs that were completed on her vehicle. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [redacted]. DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. On December 18, 2014, we have made contact with our customer and are working towards 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 [redacted]. Sincerely, DriveTime Customer Relations

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On July 27, 2012, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2007 Toyota Camry. Attached you will...

find the Simple Interest Retail Installment Contract for your reference. On March 18, 2015, our customer voluntarily surrendered his vehicle with 164,823 miles on the odometer. On March 20, 2015, a "Redemption and Reinstatement Form" letter was sent to our customer. The purpose of this letter is to notify our customer of their right to either redeem or reinstate the vehicle within 10 days from the date of the letter. Attached is the "Redemption and Reinstatement Form" for your reference. On March 30, 2015, we sent a letter via certified mail to our customer’s address. The purpose of this letter is to inform our customer to contact our Customer Relations Department at ###-###-#### to discuss his concerns. Our customer has until April 10, 2015 to contact us to redeem or reinstate his vehicle, or it will be sold at auction. As a goodwill gesture, DriveTime has mailed a $25 American Express gift card to the address listed on file. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On April 29, 2014, our customer entered into a Simple Interest Retail Installment contract with DriveTime when she purchased a 2011 Ford Fusion. Attached you will find the...

Simple Interest Retail Installment for your reference.
On November 19, 2014, we contacted our customer and came to amicable resolution. As a goodwill gesture, we will credit our customer’s account balance $75.00 for the stop payment and overdraft fees assessed by her financial institution. In addition, we will waive our customer’s $15.00 nonsufficient funds fee assessed by DriveTime.
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

DriveTime has not changed the advertised price on the vehicle, however, our customer elected to purchase optional ancillary products. These additional costs increased the total amount financed. As stated in our response to our customer’s previous complaint, all of our closings are recorded to ensure...

adherence to our standards, including the disclosure of all contract terms and to ensure our customers’ understanding of the optional products. We were able to determine our dealership offered to restructure the terms of her contract without the optional products and our customer declined. She advised she would cancel them at a later date. Additionally, there has only been one claim initiated with SilverRock, our customer’s DriveTime Limited Warranty and Vehicle Service Contract (VSC) administrator. This claim consisted of the key fob replacement, which DriveTime approved in full. We have not been able to reach our customer to discuss her concerns further. We will continue our efforts to come to an amicable resolution. A detailed description of events is provided below. On April 13, 2017, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2012 Kia Forte from DriveTime. She agreed to finance a total of $16,455.50 with a 23.859% Annual Percentage Rate (APR), as outlined on page one of the Contract. The Contract was subsequently assigned to Bridgecrest Acceptance Corporation (Bridgecrest). The vehicle came with a 30-day / 1,500-mile DriveTime Limited Warranty, administered by SilverRock. Additionally, our customer elected to purchase the following ancillary products: 5-year / 50,000-mile Vehicle Service Contract ($3,555.00) which is also administered by SilverRock, Guaranteed Asset Protection Coverage ($1,035.00), and the MotionGPS Service ($695.00). The Contract, DriveTime Limited Warranty, and Optional Products – Disclosure are attached for your reference.... (continued on attached)

Dear Ms. Hill, On October 17, 2014, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2013 Jeep Patriot from DriveTime. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. Our customer also...

opted to purchase the Guaranteed Auto Protection (GAP) administered by Aeverex. Attached is a copy of the Simple Interest Retail Installment Contract and GAP Installment Sale Contract/Loan/Lease Agreement Addendum, for your reference.   At the time of signing, DriveTime reviews each document with our customers and strives to ensure they understand what they are committing to do. By signing these documents, they are asserting that they have read and fully understand the terms enclosed. We encourage our customers to review all paperwork thoroughly before signing the contract. On page two of the Simple Interest Retail Installment Contract, under ‘Itemization of Amount Financed,’ is an itemized summary of fees, products, and services calculated into the financing of the vehicle.   Our customer agreed to make 147 bi-weekly payments of $237.87 and 1 final payment of $235.07, beginning November 15, 2014. Our customer was provided a payment schedule, outlining her payment due dates, attached for your reference.   On page 3 of the Contract, under subsection “Vehicle Insurance,” it states:   ‘You must insure yourself and us for the term of this Contract against loss of or damage to the Vehicle with a policy in the Buyer’s name. You must maintain comprehensive fire, theft and collision coverage, insuring the Vehicle in an amount acceptable to us, name us as loss payee and provide whatever evidence of insurance we request… You agree that if the insurance proceeds do not cover the amounts you still owe us, you will pay the difference. Whether or not the vehicle is insured, you will pay us all you owe under this Contract even if the vehicle is lost, damaged beyond repair, or destroyed.”   When purchasing a vehicle, DriveTime provides our customers with the option to purchase Creditor Placed Insurance Policy (CPI) coverage from Great American Insurance Group. The CPI policy coverage is a single-interest, physical damage insurance   protection policy for the vehicle, Bridgecrest’s collateral. The policy does not protect our customer’s interest or equity in the vehicle. At time of sale, our customer opted to purchase CPI policy coverage. DriveTime does not include, or disclose to our customers, that the CPI policy coverage is included in the financing of the vehicle. Attached you will

On August 4, 2016, an in-network repair facility initiated a claim with Aeverex for the transmission replacement, transmission fluid, transmission cooler, and transmission diagnostic fee. Due to the high cost claim Aeverex forwarded the estimate to DriveTime for further review.On August 8, 2016, DriveTime, after review, approved all the repairs listed above.On August 10, 2016, our customer contacted DriveTime for additional rental assistance. We offered a direct bill rental at $25.99 per day until the transmission replacement is completed. She informed us that she would not be able to take advantage of our offer. We offered rental reimbursement, at $25.99 per day, from August 4, 2016 until August 19, 2016 when the repair are expected to be completed.She had informed us that she was supposed to receive reimbursement for the cost of her towing bills and rental for her prior lease vehicle. We advised that we credited her prior lease account $544.65 for the time the prior vehicle was being repaired.On August 23, 2016, our customer contacted DriveTime seeking an update on her rental reimbursement and potential towing reimbursement. She informed us that the repairs would be completed within the next two days. We offered to extend the rental reimbursement to the day the repairs are completed. We advised her to send in her rental receipts to confirm how much of a credit she will be receiving. In regards to the towing receipts, we informed her to send those in and we will review for possible exceptions.On August 25, 2016, our customer contacted DriveTime about the $100 deductible for the approved transmission repairs. We advised that we would waive the $100 deductible as an exception.On August 29, 2016, we received and reviewed the rental receipts our customer sent in. We offered 20 days of rental reimbursement totaling $519.80. We applied this credit towards the past due balance of $1071.51.On August 30, 2016, our customer contacted DriveTime in reference to the rental reimbursement credit. She informed us that she was under the impression there will be a check cut and given to her as rental reimbursement. We advised her that because she has not made a payment towards her lease vehicle, we applied the reimbursement as a credit towards the past due balance. We presented the option to bring back the vehicle and we would waive the remaining past due balance of $551.71. Our customer declined our offer.At this time, DriveTime has not been able to make contact with our customer. We are currently offering to take the vehicle back, waive the past due balance on the account,and refund her $800 down payment. DriveTime will continue our attempts to reach our customer in order to provide our offer of resolution .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,Carlos S.Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.  On April 8, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2007 Chevrolet Colorado Pickup. The Simple...

Interest Retail Installment Contract has been attached for your review. DriveTime offers several payment options for our customers’ convenience, including no and low cost options. For example, customers can sign up for recurring ACH (“AutoPay”) at no cost. Our customers are also able to make a payment over the phone, by text, or online with Western Union (“Speedpay”). Both options are processed by a third party vendor who charges a $4.50 convenience fee for every payment made, with the exception of the text-to-pay option. Our customers’ also have the option to make an in-person payment to DriveTime via a third party vendor who charges a convenience fee of $1.50-$2.00, depending on the location of the facility they visit (i.e., WalMart). When our customers opt to make a payment via text, our third party vendor sends our customers a text message to the phone number that was provided to them at the time our customers opted to enroll. Our customers then reply to the message and submit a payment to our third party vendor who will then forward it to DriveTime, on their behalf. If our customers do not received a text prompting them to make a payment and advising them that a payment is due, they are unable to submit a payment via this service. DriveTime is currently in communication with our third party vendor to research our customer’s concerns and come to a resolution.   At time of sale, our customer agreed to make 140 bi-weekly payments of $200.42 and 1 final payment of $199.78, beginning May 4, 2013. Continued… (Full version provided to the RevDex.com)

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. DriveTime has confirmed that there were two engine replacements completed in July of 2016 and June of 2017. The engine placed into the vehicle, during the first replacement,...

was for the same make and model of the vehicle our customer purchased (2006 Lexus GS300), as verified by the third party part supplier. Between the first and second engine replacement, our customer drove 16,152 miles. Aeverex requested that our customer provide them with oil change receipts for this period. These receipts ensure the vehicle received standard maintenance and are required prior to repair authorization under the terms of the Vehicle Service Contract (VSC). Aeverex did not receive the receipts until 15 days after the initial request. It was at that time that Aeverex approved the repairs. Upon completion of repairs, our customer submitted her rental receipts to Aeverex for review. Although she requested reimbursement for 37 days of rental costs, Aeverex authorized 11 days of rental reimbursement. This was the amount of days between when Aeverex authorized the repairs through the date of completion for the engine replacement, June 19-June 30. A total of $285.89 was reimbursed to our customer. DriveTime spoke with our customer on August 16, 2017 to discuss her concerns. She informed us the check engine light is illuminated but has not had the issue diagnosed. We encouraged her to have the vehicle diagnosed and a claim initiated at an INRF.  Additionally, we requested she send us her rental receipts from the repair that took place in June 2017. We advised once we receive them, we will review for additional rental reimbursement. As of August 23, 2017, we have not received the requested documentation nor has a claim been initiated with Aeverex for the current issues with the vehicle. A detailed description of events is provided below. ...(continued on attached)

On January 26, 2017, DriveTime made contact with our customer. We requested sheprovide us with receipts for the repairs she paid for out of pocket. DriveTime is...

activelyworking with our customer to reach an amicable resolution.At this time, DriveTime has not received any repair receipts from our customer. There hasnot been a claim filed by any repair facilities, through Aeverex, since August of 2016. Weencourage our customer to have a diagnosis completed, at an in-network repair facility, forany and all mechanical concerns with the vehicle. We encourage our customer to contactour Customer Relations department, at [redacted] so we may discuss this matterfurther.

Re: Complaint # [redacted] Dear Ms. Mullens, Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns On May 02, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a...

2010 Ford Fusion. Attached you will find the Simple Interest Retail Installment Contract for your reference. At the time of sale, our customer agreed to make 145 bi-weekly payments of $169.72 and 1 final payment of $169.51, beginning May 29, 2014. On April 9, 2015, our customer contacted DriveTime and informed us she was involved in a total loss accident. We provided our customer the information regarding the total loss process and informed her that she did not have GAP insurance. On April 21, 2015, our customer contacted DriveTime and inquired how much is owed on her loan. We informed our customer the total payoff amount was $14,038.93 and the insurance company stated they would be sending an insurance check for $7,806.50. We informed our customer she would be responsible for the remaining balance on the loan, because she did not have GAP insurance. On May 27, 2015, the third party insurance company, USAA, informed DriveTime they have mistakenly sent their insurance check to our customer directly and confirmed the check had been cashed.On June 04, 2015, our customer contacted DriveTime to inform us she cashed the insurance check sent by USAA and would send the funds to DriveTime. To date, DriveTime has not received the funds in the amount of $7,806.50 for the vehicle. Our customer is responsible for submitting the funds to DriveTime or she will be responsible for the full principal balance of the loan. Please refer to page two (2) of the Simple Interest Retail Installment Contract under subsection "Security Interest", it states: "To secure your obligations, you give us a "first priority" security interest in the Vehicle, all accessions, attachments, accessories and equipment placed in or on the Vehicle and all proceeds of the Vehicle. You also agree to give us a security interest in all money or goods received for the Vehicle and all insurance premiums, service, and other contracts we finance…" Our customer will continue to have the same payment amount of $169.72 on a bi-weekly schedule, however, interest that is accrued daily will be based off the current principal balance. If the insurance amount of $7,806.50 is applied to our customer’s principal balance, the original maturity date of the loan will change based off of the amount of payments our customer makes until the loan is satisfied. At this time, DriveTime is unable to accommodate our customer’s request to refinance the remaining principal balance after the insurance check amount is applied to her loan. However, we are offering the following resolution: Once our customer pays the $7,806.50 to DriveTime, we can then review with our customer possible options including a discounted amount to be paid to settle the remaining deficiency balance or assisting our customer in getting another vehicle with DriveTime. We have made several unsuccessful attempts to contact our customer to discuss her concerns. On June 18, 2015 we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform our customer of our attempts to reach out to her. We encourage our customer to contact our Customer Relations department at ###-###-####, to discuss her concerns. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [redacted] DriveTime Customer Relations

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Description: AUTO DEALERS-USED CARS

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

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