DriveTime

October 12, 2015 Revdex.comPh. (602) 264-5299Fax (602) 263-0997   Re: Complaint # [redacted]     To Who It May Concern:  Thank you for bringing this matter to ourattention. We appreciate the opportunity to address our customer’s concerns.  On...

July 31, 2015, our customer entered into aClosed End Motor Vehicle Lease Contract with DriveTime when he leased a 2007Dodge Caliber.  The vehicle came with alife-of-lease Drivers Seat Limited Warranty, administered by Aeverex.  Included you will find the Closed End MotorVehicle Lease Contract and the Drivers Seat Limited Warranty Agreement for yourreference. At the time of lease, our customers agreed tomake periodic payments of $209.51 the first being due July 15, 2015, followed by64 periodic payments of $209.51 every other Saturday. In addition, ourcustomer’s lease vehicle required an amount due at signing of $1,415.55however; our customer only paid $950.00 towards the amount due at the time oflease. To compensate for the remaining funds required, DriveTime agreed tooffer our customer a side note or Simple Interest Retail Installment Contractin which our customer agreed to an additional three payments of $116.39 and onefinal payment of $116.38 in conjunction with our customer’s first four leasepayments. Attached you will find the Simple Interest Retail InstallmentContract for your reference.  DriveTime offer our customers a ReturnAnytime Lease program allowing our customers to return their vehicle toDriveTime and Terminate the Closed End Motor Vehicle Lease Contract. On page 3of the Contract, subtitled Early Lease Termination it states:             “You may terminate (end) this Lese early. Todo so, you must return the Vehicle to us and pay us the amount due at early endas described below within five business days of the date we ask for it.”  DriveTime’s life-of-lease Drivers SeatLimited Warranty offer repair assistance on a selected list of mechanicalfailures. On Page 2, of the Drivers Seat Limited Warranty under the Subtitle “DriversSeat Life of Lease Limited Warranty” it lists the Cover Parts. In addition,under Dealership’s Obligations it is states:             “ If a covered Breakdown of the Vehicleoccurs during the term of the Drivers Seat Limited Warranty, Dealership will Repairor Replace. Repair or replace, as the administrator deems appropriate, theCovered Part (s) which caused the breakdown if the customer has met Customer’sobligations and if the Breakdown is not excluded under the Exclusions section.” All DriveTime vehicles are thoroughlyinspected prior to leasing at our DriveTime inspection centers. Parts that failinspection are replaced. However, if a part is functioning at the time ofinspection, the part is not replaced. On August 12, 2015, our customercontacted Aeverex regarding an issue with his vehicle steering and handling.Aeverex advised our customer to have the vehicle taken to an in-network repairfacility for diagnosis. On August 13, 2015, an in-networkrepair facility informed Aeverex that there were no mechanical concerns withour customer’s vehicle. They advised Aeverex the Steering and handling issueswhere related to the customer having a flat tire and having the spare tire or“donut” on the vehicle. The in-network repair facility also informed Aeverexthe customer had some noise concerns related to the transmission and brakes.Our in-network repair facility found no issues with ether component andeducated the customer on the operation of the CVT transmission and how it effectsthe sound of the vehicle.  On September 19, 2015, ourcustomer contact DriveTime and advised he was having additional issues with hisvehicle. We advised our customer in order to review his account for anyassistance he must first have a claim on file with Aeverex. Our customer inquiredabout rental assistance during the repairs, we advised our customer per theterms of the Drivers Seat Limited Warranty, we do not offer rental assistancewith our lease vehicles. We advised our customer however; once there was aclaim filed with Aeverex we would review his account for any possibleexceptions.  On September 22, 2015, our customer contactedDriveTime and advised his insurance company would not assist him with thetransportation of the vehicle. DriveTime advised our customer Aeverex offerstow reimbursement up to $100.00 to have the vehicle taken to an in-networkrepair facility. Our customer advised he wished for DriveTime to provide himwith another lease vehicle. We advised our customer this would not be an optionat that time. We advised our customer before we can look into any assistance;the vehicle must be taken to an in-network repair facility for diagnosis.  On September 30, 2015, our customer returnedthe vehicle to a DriveTime location to terminate his lease contract.  On October 1, 2015, DriveTime contacted ourcustomer to address his concerns. We advised our customer we would be willingto offer two options for assistance. We advised our customer as he had previouslyreturned the vehicle to the DriveTime dealership; we could process his lease asa cancelation and terminate his contact. We informed our customer although hewould still owe fees internally to DriveTime, we would not report these feesexternally and the customer credit would not be effected. We also informed ourcustomer he would only be responsible for the fees if he choose to do businesswith DriveTime again. We advised our customer the other option would be to haveDriveTime arrange for the transportation of the vehicle to an in-network fordiagnosis. We advised our customer once we had a claim on file we could reviewhis claim for further assistance.  Our customer advised he wished DriveTime toreturn his down payment, we advised our customer that would not be an option atthis time. We advised our customer again of the option to have the vehiclediagnosed for repairs. We advised our customer if he choose to have the vehiclediagnosed, we would review his claim for any possible exception. Our customeradvised he would consider his option and contact DriveTime with a decision.  We apologize for any confusion orinconvenience this matter may have caused. As a goodwill gesture, DriveTime hasmailed a $25.00 American Express gift card to our customers address on file. DriveTime thanks the Revdex.com for their ongoingsupport. Should you have any questions or concerns, please contact us bycalling us at 800-965-8043.  Sincerely,  [redacted]DriveTime Customer Relations

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 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. 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

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

(Please see attached for full response)On July 21, 2017, our customer contacted us to relay her experience with DriveTime. We expressed our appreciation for her business and assured her we would explore all available training opportunities. Our customer requested lower payments, a lower annual...

percentage rate, and to re-contract to add a co-buyer to the account. We advised we were unable to accommodate her loan term modification requests. However, we offered to send her a $50.00 [redacted] gift card as a customer service gesture.On July 25, 2017, DriveTime spoke with our customer in regards to adding a co-buyer to the account. We explained after six months in the loan, our customer can contact Bridgecrest to have a co-buyer added to the current contract. To add a co-buyer to the account, our customer may contact Bridgecrest, at [redacted] On August 15, 2017, DriveTime reached out to our customer to further discuss her concerns. Our customer requested a refund of half of the payments made towards the first account. DriveTime explained over half of all monies paid from the first vehicle was transferred to her second vehicle as the down payment. We then confirmed the $50.00 gift card was available at our customer’s post office for pick-up. Additionally, we advised our customer she could take part in our Interest Rate Buy Down Program (IRBDP). For the IRBDP, a customer may make an additional payment towards the down payment within the first 60 days; minimum payment of $250.00 needed. For every $250.00 made, the annual percentage rate on the account reduces by 0.5%. This then has the potential to decrease the scheduled payment amount. Our customer declined this option and the call ended.

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.

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

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

(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.

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.The issue have not been resolved, Drivetime said that my car loan would report back to the credit bureaus on the 1st of April. And the information in the letter said on December 23,  2014 I placed a full cease and desist on my account.. That is not true. I just need to know that my car is not being repossessed. Like in March after I made the payment, they sent out the repossession man to pick up my car. I need to know what's really going on. And if my car is charged off, who am I playing.
Regards,
[redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On February 18, 2014, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2008 BMW 3 Series. Our customer...

also purchased a 5 year/50,000 mile vehicle service contract, administered by [redacted].  Included you will find a copy of the [redacted] Protection Plan Vehicle Coverage agreement for your reference.
On March 24, 2014, our customer called our warranty administrator [redacted] and advised them of issues with the triangular icon, timing belt tensioner and gaskets. Our customer states [redacted] advised her to take the vehicle to [redacted] Tire and Service Center. Our customer did not bring the vehicle to a shop at that time.
On August 21, 2014, I spoke with the customer who stated in March [redacted] insisted that she find an in-network vendor to get a diagnosis allowing the deductible to be $100. Our customer stated she tried to find an in-network vendor to work on her vehicle. The customer stated there were no in-network vendors available to work on European cars. Our customer also claimed her vehicle had the same issues and would like to get them corrected.
On August 21, 2014, we came to an amicable resolution. I advised our customer to find an out of network vendor that works on European vehicles. I have approved to utilize the $100 in network deductible for an out of network vendor. The customer acknowledged and stated she would reach out to [redacted] once she locates a shop to diagnose the vehicle. Once the vehicle is diagnosed, we can review for possible solutions.
As a goodwill gesture, DriveTime has applied a $25 credit to our customer’s principal balance.
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted]-[redacted]-[redacted].
Sincerely,
[redacted] [redacted]
Customer Solutions Analyst

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On September 26, 2015, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2007 Jeep Compass from DriveTime. The Contract was subsequently...

assigned to Bridgecrest Acceptance Corporation (Bridgecrest). The vehicle came with a 30-day / 1,500-mile DriveCare Limited Warranty and our customer opted to purchase an additional 3-year/ 36,000-mile Vehicle Service Contract, both of which are administered by Aeverex. The Contract, DriveCare Limited Warranty, and the Vehicle Service Contract are attached for your reference.At the time of sale, our customer agreed to make 136 bi-weekly payments of $206.08 beginning October 23, 2015. Our customer also agreed to finance a total of $16,236.63 with a 22.966% Annual Percentage Rate (APR), as outlined on page 1 of the Contract. The total agreed upon sale price, including the total finance charge if every payment is made on time, is $29,232.78. An itemization of the amount financed can be found on page 1 of the Simple Interest Retail Installment Contract.Our customer’s repair history is as follows;• October 7, 2015 our customer contacted Aeverex to express concern about a fuel system leak, battery replacement, and repairs to the auxiliary port. Aeverex referred her to an in-network repair facility and explained the terms of the Limited Warranty.• On October 27, 2015, our customer contacted Aeverex again to express concern about the battery and fuel tank leak. Aeverex advised she was now outside of the Limited Warranty but they would extend the coverage for two additional daysthrough October 29, 2015; in order to have the previously mentioned concerns addressed.• On October 29, 2015, a claim was initiated by an in-network repair facility for replacement of the battery.  Aeverex authorized the replacement of the battery. Additionally, the repair facility reported that they could not verify any problems with the auxiliary port or a fuel system leak.• On September 17, 2016, our customer contacted Aeverex to express concerns about a tire issue, fuel system leak, auxiliary port repairs and an alignment. Aeverex recommended she take the vehicle to an in-network repair facility for diagnosis and explained the terms of the Vehicle Service Contract. • May 20, 2017, our customer contacted Aeverex to advise she had taken her vehicle in for an oil change and was advised the vehicle appeared to have been in a flood. Aeverex explained any related repairs would not be covered under the terms of her Vehicle Service Contract and they recommended she contact DriveTime for further assistance.• Later this day, our customer contacted DriveTime to inquire about the needed repairs to the vehicle. She explained the vehicle is at a repair facility and we encouraged her to have them contact Aeverex to initiate a claim. We explained once an estimate comes available we would review all possible options for assisting our customer.• On May 22, 2017, DriveTime received an estimate for replacement of the sub frame due to rust damage. It was also recommended to replace all four tires and the rear MacPherson struts.• On May 31, 2017, our customer contacted DriveTime to inquire about the status of her repairs. We explained after reviewing the pictures received from the repair facility, the rust did not appear to be abnormal or excessive for the area in which she resides. However we recommended contacting an Original Equipment Manufacturer (OEM) to discuss any extended coverage which may be available for rust concerns.At the time of sale, we provide all customers with an Experian AutoCheck Vehicle History Report. This would indicate any storm or flood records which may have resulted in reported damage to the vehicle. Our customer had the opportunity to review and acknowledge this document prior to purchase and is attached for your review. No indication of any flood records were reported at the time. We have since obtained an additional report as of June 14, 2017 which still does not indicate the vehicle has been involved in a flood as stated in our customer’s complaint.On June 13, 2017, we contacted our customer to discuss her concerns. At that time, our customer explained there are new mechanical concerns which need to be addressed. We recommended she take the vehicle back to an in-network repair facility and advised we would waive the diagnostic fee as a goodwill gesture.Later this day, our customer called back in to explain the referred in-network repair facility would not accept her vehicle.  We attempted to contact other repair facilities that our customer could take the vehicle to get a full diagnostic but was unsuccessful. As a goodwill gesture DriveTime offered our customer the following settlement:• Our customer to return the vehicle to a DriveTime dealership• DriveTime agrees to waive the deficiency balance remaining for her vehicle• Delete the trade line within 60 daysOur customer has accepted our offer and we are currently working on completing the settlement with her. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact our Customer Relations department at [redacted]Thank you, Danielle C.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 March 25, 2014,...

our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2010 Honda Civic 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.  We are currently attempting to contact our customer to obtain more information regarding their concerns, but have thus far been unsuccessful. We invite our customer to contact our Customer Relations department at [redacted] DriveTime and Bridgecrest thank the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us at [redacted]. Thank you, Jeremy N. Customer Relations

(Please see attached PDF for full response)On October 28, 2016, DriveTime successfully made contact with our customer. We apologized for time the vehicle has been in the shop. Due to the cost of the repairs, we offered to remove our customer from the current vehicle and be placed into another one....

The down payment and amount of one payment would be transferred to the new vehicle. In the alternative, we further explained that, due to possible lack of lease inventory, we also offered to have DriveTime retain the vehicle and refund our customer’s down payment and the amount of one payment. Our customer accepted the offer to be removed from the vehicle and receive a refund of her down payment plus one payment, totaling $967.23. Our correspondence ended on amicable terms. We apologize for any frustration or inconvenience this matter may have caused. As a gesture of goodwill, we have sent our customer a $25.00 gift card. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted]3. Sincerely, Jessica H.Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am not satisfied with the response from DriveTime and do not accept their response for the following reasons:1)  Had I not initiated a business requirement to run my credit report, I would have never been aware that DriveTime was not reporting me to the 3 credit bureaus as they stated they would when I signed my contract.  All they needed to do was to inform their customers that a "suppression" had occurred and that would have been the responsible thing to do in making their customers aware of this action.  Not being informed upfront does not sit well with me because it appears very underhanded and unprofessional.2)  You state that you "understand the importance of building and maintaining a credit score" but you contradict yourself by your actions.  I will not and can not do business with a company that says one thing and then does anther.  You need to be held accountable for your actions or rather lack of accountability.  I have done my due diligience by making my payments at least 3 weeks early every month for 15 months and can not get credit for anything I have tried to get credit with.3)  It's all good that you will have this matter settled in 30-60 days which is the same answer that was given me 30 days ago (obviously no countdown has even begun). 4)  I have paid out a total of approximately $11,000 to-date and even though you state you have begun making the necessary reports, I'm still left with the fact that had I never needed a credit report, I'd have no knowledge of your zero reporting.Therefore, I am only going to be satisfied if the following takes place:a. I will return the vehicle to DriveTime and walk away from this shoddy business and b.  refund to me at least 50% of all monies I have paid to you thus far.  I will NOT being making any more payments on this vehicle and will file a lawsuit if I am reported as a repossession.
Regards,
[redacted]

[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]

August 8, 2016   Revdex.com Ph. [redacted] Fax [redacted]   Re: Complaint #[redacted]   To Whom It May Concern:   Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.   On December 10, 2013,...

our customer entered into a Cancel Anytime Closed End Lease Contract with DriveTime, when she leased a 2005 Scion XB. While DriveTime originated the Lease and is the Lessor, Bridgecrest Credit Company is the servicer for the Lease. Attached you will find the Lease Contract for your reference.   Our customer’s Lease Contract was written to allow for 26 monthly payments of $487.98, due on the 2nd of each month. This is an atypically short lease term, and appears to have resulted from an error at the time of signing. Bridgecrest, of course, will honor the Contract as written.   As our systems are not designed to support a 26-month lease term, they did not recognize that our customer had reached the end of her contracted term, and continued to process the account as though it were active and ongoing.   After a review of payments owed, credits earned, and payments made, it was determined that our customer had overpaid by $928.13.FULL RESPONSE ATTACHED

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.
As per previous experiences this is yet again anpther example of the companies poor ability to even demonstrate factual information regarding my complaint.The data presented is erroneous and does not represent myself or the vehicle purchased from this business. Although circumstantial this shows some insight into the business practices and attention to detail this company has shown from time of purchase to the current date. 
I have attached documentation showing the data associated with myself and the vehicle purchased from drivetime. Considering the events and circumstances of this complaint and the companies inability to even provide factual information
Regarding this complaint I find their offer of compensation insulting and patronizing. 
I stick by my requested reimbursement amount, and give drivetime the option of applying this amount of approximately 750 dollars plus additional reasonable punitive amounts in the flrm of funds being applied towards the principle balance of the currently held finance agreement between my [redacted] and Drivetime corporation. Along with a letter of forgiveness submitted to the three credit bureaus experian equifax and transunion retracting their claims of past late payments which have affected my credit rating in a derogatory way and requesting removal of said information from my credit report. If the company agrees to these terms or a reasonable percentage of the requested monetary funds to be applied towards the loan principle balance I will consider this complaint resolved and agree to retract my complaint against drivetime corporation.
I will also attach documentation showing my actual identity and factual information to establish this claim versus what was presented by drivetime, and is totally erroneous.
Regards,
[redacted]