DriveTime

Completley unacceptable. As I stated before, the contract stated that my car will be covered for major repairs for five years not after 53,000 miles. If the information was incorrect or untrue you would of uploaded the document. You guys are complete crooks and I am doing everything in my power to warn people. The only reason I am going to continue the payments is because of my credit. This is Christmas time, and $1500 had to come out of my pocket because you guys are breaching The contract. Now I have to slow my payments down and catch up a lump slum just to have a working vehicle. Again this is completley unacceptable and you guys are con artist.

February 15, 2016 Revdex.com Re: Complaint # [redacted] Dear Ms. [redacted] 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 April 6, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2007 Nissan Xterra. Our customer also purchased a 5 year/50,000-mile Vehicle Service Contract, administrated by [redacted] On December 15, 2015, an in-network repair facility updated a claim with Aeverex for the repair of the timing chain, timing chain tensioner and upper guide. Aeverex approved the cost of these repair for a total of $990.73 under the Vehicle Service Contract. On February 9, 2016, an in-network repair facility updated a claim for the repair of the fan clutch and serpentine belt. Aeverex approved the cost of these repairs for a total of $356.88 under the Vehicle Service Contract. At this time, DriveTime is unable to accommodate to our customer’s request to return the vehicle and rescind the Simple Interest Retail Installment Contract. We encourage our customer to have the vehicle taken to an in-network repair facility to be diagnosed for any mechanical concerns for further review.  Once an updated estimate is received, DriveTime will be able to further review for our customer. DriveTime has made multiple attempts to contact our customer to reach an amicable resolution. We encourage our customer to contact our customer relations department at [redacted] As a good-will gesture, DriveTime applied a $25.00 credit to our customer’s principal balance. 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, Customer Relations Department Tell us why here...

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns. Without any new information, DriveTime is still unable to accommodate our customer’s request to be transferred into a different vehicle. We apologize for any confusion or inconvenience this matter may have caused.On January 19, 2015, our customer contacted Aeverex with noise concerns. Aeverex authorized our customer to take the vehicle to an out-of-network repair facility for diagnosis, as the closest in-network facility was over three hours away.On February 7, 2015, an out-of-network repair facility filed a claim with Aeverex for struts, a tie rod, alignment, a strut mount, front and rear links, and shocks. A third-party inspector was called in to verify the failures on the vehicle. Aeverex approved the strut, inner tie rod, alignment, and strut mount repairs in full; however, as the inspector was unable to find any failures with the front and rear links or shocks, these latter repairs were denied. No further claims have been filed with Aeverex at this time. All DriveTime vehicles are thoroughly inspected at our DriveTime inspection centers prior to sale. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no need to replace it. At the time of sale, our customer signed a Vehicle Inspection Checklist. On this document under “Important Reminder,” it is stated:“Our focus of the multi-point inspection is primarily the safety and reliability of your vehicle…Please ensure you are comfortable with the condition of the vehicle prior to leasing.”Additionally, on page one of the Vehicle Inspection Checklist under “Maintenance Items,” it is stated:“…These maintenance items are subject to replacement only upon failure of the component...”On May 11, 2015, we contacted our customer and attempted to address her concerns. We encouraged our customer to take the vehicle to a repair facility to have the current issues diagnosed. We advised her that once a claim had been filed with Aeverex, we would review options to assist with any non-covered repairs. On May 15, 16, and 18, 2015, we attempted to contact our customer, as no claims had yet been filed with Aeverex, but we were unable to reach her. On May 18, 2015, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter was to inform her of our attempts to reach out to her. We encourage our customer to contact our Customer Relations department at ###-###-#### so we can make further efforts to bring 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 ###-###-####. Sincerely, [redacted]DriveTime Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
You sold the vehicle at auction which should settle any amount that I owe.  You used my ex-husband's income to qualify me for this loan, but his name is not on the title or this account.  I would like the account details taken off my credit report and I owe you nothing.  I am looking at getting some information from my lawyer to seek legal action against Drive Time.  
Regards,
[redacted]

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

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]
  Iwould also like an explanation  as to why it took almost 2 months and a complaint to the Revdex.com to get this done. Also it took so long to get this done I had a blance of 36.21 that I had to pay before Capital One would close the account, so the 25.00 credit doesn't  mean much to me.

(Please see attached PDF for full response)On October 13, 2016, we successfully made contact with the customer. Our customer relayed her situation in full and expressed frustration. We apologized and explained that DriveTime would like to offer the following resolution:DriveTime agrees...

to:·         We would refund the down payment of $1,100.00.·         We would refund one bi-weekly payment of $180.49, all other payments will be retained for use of the vehicle. In exchange, our customer agrees to:·         Release possession of the vehicle to DriveTime. Our customer declined this offer, as she felt the refund was insufficient for the frustration caused by her situation. Our customer stated that she will be starting a new job shortly, and as a desired resolution, would like DriveTime to fix the front tie rod end and replace the tires at no expense to her. We explained that we have requested the estimate to be sent to us from the warranty company with pricing for the repairs needed, and once that is received, will be able to review to see what assistance can be provided. On October 18, 2016, we successfully made contact with our customer. We explained that we had received the estimate and would like to offer to cover the repairs to the tie rod end, inner tie rod, catalytic converter, alignment, and rear tires in full for $862.64. Our customer accepted the offer and the call was ended on amicable terms.  We apologize for any inconvenience or frustration this matter may have caused. As a goodwill gesture, DriveTime has sent our customer a $25.00 [redacted] gift card. Should our customer have any additional questions or concerns in the future, 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, Jessica H. Customer Relations

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

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

On October 10, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2009 Chevrolet Impala. At time of sale, our customer agreed to make 153 bi-weekly payments of $127.17 and one final payment of $125.75 beginning October 29, 2013....

Attached you will find the Simple Interest Retail Installment Contract for your reference. On March 29, 2015, our customer contacted DriveTime in regard to altering the frequency of his payments on the account to become semimonthly payments. DriveTime advised our customer that his payments would alter if changed to semimonthly frequency and we would review for approval. Later that day, the frequency change was declined due to our customer’s account delinquent status. In order to process a frequency change, our customer’s account must be in a current status. Since that time, our customer has made payments towards his account using a check free cash payment location. These payments are sent from a third party company on behalf of our customer. DriveTime is unaware of any barcode system that these third party companies may require. On January 27, 2016, DriveTime contacted our customer to reach an amicable resolution. We advised our customer we would be able to send a CheckFreePay card to our customer’s email address. This card contains all the information needed for a check free cash payment to be made and is attached for your review. In addition, we advised our customer we could review for a frequency change on the account once the account is brought to a current status. 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 [redacted] Sincerely, DriveTime Customer Relations Tell us why here...

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. On June 18, 2015, DriveTime reviewed our customer’s credit reporting with [redacted] and [redacted]. DriveTime is currently diligently working to reestablish reporting with [redacted]. We found there was an error in regards to our customer’s credit reporting and submitted a request to both [redacted] and [redacted] to delete her DriveTime account. Please allow 30-60 days for this update to appear on your credit report. On June 19, 2015, we mailed our customer a deletion letter to the address on file. We encourage our customer to keep a copy of this letter to provide to any potential creditors. Attached is the deletion letter for your reference. 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

[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,
Kirstie [redacted] B[redacted]

(Please see attached for full response)Our customer contacted DriveTime with concerns about the non-covered diagnostic fee. As an additional goodwill gesture, we approved the additional two hours of diagnostic time in full. On October 2, 2017, the OEM updated the open claim to include the...

battery, rear airbag springs, air spring seats, level control compressor, compressor relay, compressor block valve, and compressor filter. Because these repairs are not covered under the terms of the VSC, they were not approved. The estimate was forwarded to DriveTime for review. On October 3, 2017, DriveTime contacted our customer and advised that based on the time she had been in the vehicle, we were unable to offer direct assistance with the repairs to the non-covered components. On October 16, 2017, we spoke to our customer and discussed the above information. At this time, we are unable to accommodate our customer’s request to return the vehicle and receive a refund of all monies paid into her loan. However, after further review and in an attempt to come to an amicable resolution with our customer, DriveTime is willing to offer a 50/50 split on the suspension repairs at one of our INRFs as a goodwill gesture. This offer will remain good until October 30, 2017.

September 2, 2014

[redacted]
Revdex.com
Ph. ###-###-####
Fax ###-###-####
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 October 28, 2013,...

our customer entered into a Motor Vehicle Periodic Renewal Lease contract when she leased a 2006 Chevrolet Trailblazer. The Motor Vehicle Periodic Renewal Lease contract is attached for your reference.
On August 28, 2014, we reached out to our customer to address her concerns. She went over her experience involving the processing of the past due payment. This issue was due to switching banking information. She also discussed her attempt to cancel the pending repossession. We apologized for her experience and advised her that we appreciate her feedback. Our customer also brought up the credit that she earned after a certain amount of time to use towards an upgrade that is no longer valid due to the late payment issue.
At this time DriveTime and our customer have come to an amicable resolution, we have reinstated her eligibility to qualify for that promotion once she hits her year mark on October 28, 2013.
As a goodwill gesture, DriveTime has mailed a $25.00 [redacted] gift card to our customer.
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 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)

(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.

August 12, 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 potential customer’s concerns....

DriveTime procures lead information from a number of different sources: our website, third-party partner websites, phone calls to our office, and phone calls or in-person visits to our dealership. In our potential customer’s case, the lead was procured through our partnership with third-party vendor Quality Leads. DriveTime requires our third party vendors to provide us only with leads where the customer has consented to pull credit and being contacted, and that are otherwise in compliance with all consumer laws, including the Fair Credit Reporting Act (FCRA). In light of this complaint, we are working to make sure that all of the websites from which Quality Leads obtains their leads have clear authorization from the consumer to pull credit. At this time, DriveTime is working with all three major credit bureau agencies to remove the credit inquiry from our potential customer’s credit. The inquiry can take up to 15 business days to be removed. DriveTime has made several unsuccessful attempts at reaching our potential customer to inform of this process. We encourage our potential customer to contact Customer Relations with any questions she may have at [redacted] We apologize for any confusion or inconvenience this matter has caused. As a goodwill gesture, DriveTime has mailed a $25.00 [redacted] 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 [redacted]   Sincerely,   Jeremy R. Customer Relations

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

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)

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns.   On July 15, 2016, we informed our customer she will need to have a diagnosis completed at an in-network repair facility prior to us reviewing options of possible assistance. We offered a lock-in rate rental at $25.99 and rental reimbursement at $25.99 per day, while the vehicle was at the repair facility. The rental reimbursement would be either in a form of a check or a credit to the account.   At this time, we have no further information. Once we have an invoice for the current repairs, we will consider all options of possible assistance.   DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted]