DriveTime

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns.On June 30, 2011, our customer’s account charged off due to non-payment. At this time, DriveTime began efforts to recover the vehicle.On February 9, 2015, DriveTime received a request to transfer the title due to our customer’s relocation to a different state.On February 17, 2015, DriveTime made an exception to settle the $2,494.23 delinquency balance on our customer’s account for $1,000.00. This offer was extended until the end of March. We advised our customer that we could not release the title for registration until the settlement amount was paid. This title transfer is not an option at this time, due the account’s charge-off status.On February 18, 2015, our customer contacted DriveTime and attempted to make the $1,000.00 settlement payment. However, the payment card that our customer attempted to use was declined. We gave our customer an alternate option to go to Walmart to make the payment with cash.On March 10, 2015, an authorized third party contacted DriveTime to discuss lowering the settlement offer to $500.00. We advised that $1,000.00 is the lowest amount for which we are able to settle the account.On March 13, 2015, we contacted our customer to address his concerns. We advised that due to the account’s charge off status, paying the offered settlement of $1,000.00 is the only option to have his title released and transferred. Our customer stated that he was unable to settle for the requested amount. He requested we pick up his vehicle as he did not wish to correspond with us further.In order to address our customer’s concerns regarding the payment process, we would like to note we are unable to process transactions over $750 through our third-party payment system. Therefore, any amount over $750 that needs to be paid must be made in multiple transactions. Likewise, our third-party payment system does not accept [redacted] or [redacted] cards as a method of payment. We apologize for any inconvenience this may have caused.At this time, we are still unable to come to an amicable resolution with our customer, as the abovementioned policies still stand.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

[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]

March 3, 2016   Revdex.com Ph. (602) 212-2232 Fax (602) 263-0997    Re: Complaint # [redacted]   To Whom It May Concern:   Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On September 2,...

2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2010 Hyundai Sonata. The Simple Interest Retail Installment Contract and a document titled “What You Need To Know” were provided to our customer at the time of sale to explain finance charges and simple interest; these documents have been attached for your review. On page one of “What You Need To Know,” under subsection one, titled Financial, it states: “Your contract is a ‘simple interest’ contract. That means a “finance charge” (interest) is charged each day on the amount you finance with us. When you make a payment, your payment pays the interest and then it pays/reduces the amount financed…” At time of sale, our customer had the opportunity to review and sign the “What You Need To Know” document.   On that same day, our customer agreed to make 151 bi-weekly payments of $212.37 and 1 final payment of $211.26, beginning September 27, 2014 with a 21.568% Annual Percentage Rate, as outlined on page one (1) of the Contract. Along with the vehicle, our customer also opted to purchase a 5 year/50,000 mile Vehicle Service Contract, GAP Coverage, and Skylink GPS Service totaling an additional $3,985.00, included in the financed amount of $18, 221.86. The details of the aforementioned charges can be found on page two (2) of the Contract, under section ‘Itemization of amount financed.’ DriveTime made multiple, unsuccessful attempts to contact our customer and address her concerns. Continued… (Full version provided to the Revdex.com)

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 May 12, 2012, our customers entered into a Simple Interest Retail Installment...

Contract with DriveTime when they purchased a 2003 Chrysler Sebring. The vehicle came with a 3 year/36,000 miles DriveCare Limited Warranty. Attached you will find the Simple Interest Retail Installment and DriveCare Limited Warranty for your reference.At the time of purchase, our customer signed and reviewed the DriveCare Limited Warranty contract, which states, under Exclusion:“All part of the vehicle not listed above or which is covered by a manufacturer’s warranty or recall is excluded from coverage under this Limited Warranty.”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. Page one of the Customer Delivery Checklist under Important Reminder, states:  “Our focus of the multi-point inspection is primarily the safety and reliability of your vehicle…Please insure you are comfortable with the condition of the vehicle prior to purchasing.”On November 12, 2012, our customer contacted DriveTime with concerns in regards to their vehicle. We referred our customer to an in-network repair facility tohave the vehicle diagnosed. On November 19, 2012, our in-network repair facility filed a claim for valve cover gaskets, calipers, motor mounts, sway bar links and outer tie rod ends. DriveTime approved the valve cover gaskets under the terms of the Vehicle Service Contract.On the same day, our customer contacted DriveTime in regards to their non-covered repairs. We advised our customer that the repairs were not approved as they are considered maintenance items. We advised our customer that if he elected to pay out of pocket for the non-covered repairs, we would be willing to offer payment deferments. On November 29, 2012, our customers returned the vehicle to the DriveTime dealership and elected to surrender the vehicle rather than complete the repairs. At this time, DriveTime is willing to offer our customers the following resolution. DriveTime agrees to offer the customer a 10% settlement in which the customers would be responsible for $920.76 of the deficiency balance and DriveTime will:·  Waive the remaining  deficiency balance of $8,286.87·  Delete our customer’s trade line from all three (3) major credit bureau reporting agenciesOur customers will be required to sign a Full Settlement and Release of Claims if they choose to take advantage of this offer. This settlement offer is gooduntil October 2, 2015. On September 2, 2015, DriveTime contacted our customer to address his Revdex.com complaint. We advised our customer that we are willing to offer the above settlement. Our customer declined to accept our offer and would not consent to the terms of the settlement. We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, we have mailed a $25.00 American Express gift card to our customer’s address 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 [redacted] Sincerely,[redacted] **DriveTimeCustomer 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.
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]

[redacted] 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 Simple Interest Retail Installment Contract with DriveTime when she purchased a 2006 Ford Escape. Attached you will find the Simple Interest Retail Installment Contract for your reference. At the time of purchase, our customer’s payments were set up to match her pay frequency from her source of income. Our customer provided proof of income which indicated she was paid on a bi-weekly basis. After six months, DriveTime customers may contact Customer Service Department to initiate a frequency change to match their desired payment frequency. On April 1, 2015, our customer contacted DriveTime Customer Service to inform us of her new place of employment. Our customer advised us she was now receiving paychecks semi-monthly, on the 10th and 25th of each month. On April 30, 2015, our customer contacted DriveTime Customer Service in regards to her frequency change. We informed her that no previous request had been submitted. At this time, we submitted a request for a frequency change to be administered to her account. On May 1, 2015, DriveTime Customer Service contacted our customer to inform her that her modification request was being reviewed. After a frequency change is created it is reviewed to ensure the account meets the qualifying conditions. If an account qualifies, we can then proceed with the specified modification. On May 5, 2015, DriveTime Customer Service contacted our customer to advise her of the decline of her requested frequency change. The decline was due to a past due balance of $155.43 on her account. Our customer was ineligible for a payment deferment to suspend this past due balance on the grounds of being within the initial six months of her loan. We have recently been in contact with our customer and are working toward applying the frequency change that was requested. At this time, DriveTime is unable to accommodate our customer’s request to remove $3,000 off the balance of her loan. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principal balance. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted] Sincerely, Natalie H. DriveTime Customer Relations

[redacted]...

[redacted]
Revdex.com:
I have reviewed the response made by Drive Time. I accept that they have put me on their global do not call list and I haven't received any calls since. I did speak with someone on one of the first days the calls started and informed them of my purchase. However even taking that out of the situation, if I were still looking for a car, I wouldn't of bought one from a company that seems so desperate as to call me every day. You left a message on day one. That is sufficient. Maybe 1 follow up call, then shoot an email. What makes you think that the potential customer is going to think "Wow Drive Time has called me every day for a month, let me go there and buy a car" in my experience, it has the exact opposite effect.
Regards,
[redacted]

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]

To Whom It May Concern:   Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. DriveTime strives for all advertising materials to accurately represent the vehicles we offer for sale. On rare occasions, we can have a...

discrepancy between an online listing of a vehicle and actual features of the vehicle at the dealership.  When including features on our online advertising, DriveTime pulls the features from the original manufacturer by using the vehicle’s identification number. This report identifies features that are compatible with the vehicle. DriveTime does not install any manufacturer produced components to our vehicles, such as Bluetooth, DVD players, etc… Prior to purchasing a vehicle, our customers have the opportunity to inspect and test drive the vehicle they are interested in. We provide this opportunity to all of our customers to ensure they are satisfied with the vehicle prior to purchase. On December 18, 2015, DriveTime contacted our customer in an attempt to address her concerns and reach an amicable resolution. DriveTime advised her that due to the circumstances, we would offer her the opportunity to get into a different vehicle with us. Our customer was satisfied with the resolution provided and opted to purchase a 2008 Jeep Grand Cherokee with us.  We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principal balance. DriveTime thanks the Revdex.com for their ongoing support. If you have any questions or concerns, please contact us at [redacted] Sincerely, DriveTime Customer Relations

[redacted]:
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]

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

Dear Ms. [redacted],Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On June 4, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a 2005 Chevrolet Trailblazer. All lease vehicles...

come with a Life of Lease Limited Warranty, administered by Aeverex. Included you will find the Closed End Motor Vehicle Lease Contract and the Life of Lease Limited Warranty Contract for your reference.All DriveTime vehicles are thoroughly inspected prior to lease 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. Page one of the Lease Vehicle Inspection Checklist under Important Reminder, states:"Our focus of the multi-point inspection is primarily the safety and reliability of your vehicle…Please insure you are comfortable with the condition of the vehicle prior to leasing."Additionally, on page one of the Lease Vehicle Inspection Checklist under Maintenance Items, states:"…Maintenance items are subject to replacement only upon failure of the component. During the lease these routine maintenance items are the responsibility of the vehicle lessee..."At the time of lease, our customer signed and reviewed the Return Anytime Lease Agreement. On page 3 under subsection 12, subtitled Early Lease End, it states:"You may terminate (end) this Lease early. To do so, you must return the vehicle to us and pay us the amount due at early end…"If our customer chose to return her vehicle to DriveTime, it would not be reported on her credit. DriveTime only reports finance accounts to the three major credit bureaus. As ourcustomer entered into a lease agreement, rather than a purchase agreement, credit reporting would not be applicable for her account activity.On June 10, 2015, our customer contacted Aeverex to notify them of the issues with her vehicle. Aeverex referred our customer to a in-network repair facility to address her concerns.On June 27, 2015, our customer contacted Aeverex regarding her vehicle not starting. Aeverex advised her of the $100 tow reimbursement that is offered through her Life of Lease Limited Warranty for all covered repairs.On July 20, 2015, DriveTime’s Customer Relations Department reached out to our customer regarding her mechanical concerns. We advised our customer of tow reimbursement of up to $100 and we encouraged our customer to take the vehicle to a repair facility to be diagnosed. We informed our customer we need to identify what needs to be repaired. Once we have that information, we can determine if the mechanical repair is covered by the limited warranty. Our customer agreed to make an effort to take her vehicle to an in-network repair facility in order to initiate the requested repair claim.At this time we are unable to accommodate our customer’s request for a refund, however we are in contact with her and we are working towards an amicable resolution. Once a repair claim is filed with Aeverex, if any reported repairs are not covered under the Life of Lease Limited Warranty we can review the items for possible assistance.We apologize for any confusion or inconvenience this may have caused. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s account.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,[redacted].DriveTimeCustomer 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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. As of September 15, 2017, DriveTime has reached an amicable resolution with our customer. We have agreed to take back the vehicle while we refund her the down payment and trade in...

amount. In addition, we are reimbursing our customer for the repairs she paid for, totaling $284.94. A detailed explanation of events is provided below. On June 30, 2017, 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 [redacted] Acceptance Corporation ([redacted]). The vehicle came with a 30-day / 1,500-mile DriveTime Limited Warranty, administered by [redacted]. Our customer elected to purchase an additional 5-year / 50,000-mile Vehicle Service Contract (VSC), also administered by [redacted]. The Contract, DriveTime Limited Warranty, and the VSC are attached for your reference. There have been two repair claims initiated since the time of purchase. An in-network repair facility (INRF) initiated the first claim with [redacted] on July 19, 2017 for the replacement of the rear wheel speed sensor and the hub bearing. They explained those two components were rusted together and the hub bearing was seized. [redacted] approved these repairs under the terms of the DriveTime Limited Warranty.The second claim was initiated by another INRF on September 1, 2017 for the replacement of the spark plugs along with the gas cap in regards to a check engine light. As the spark plugs and gas cap are non-covered under the terms of the VSC, [redacted] did not provide authorization for these repairs. The repair facility later contacted [redacted] on September 8, 2017 to advise the rear sub-frame is rusted. They suggested the vehicle be taken to a body shop to have the rust concerns addressed....(continued on attached)

November 11, 2015 Cheyenne Plutchak Revdex.com Ph. (602) 264-5299 Fax (602) 263-0997 Re: Complaint [redacted] Dear Ms. Plutchak, Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns. When customers’ accounts fall past due, their vehicles become contractually eligible for recovery. On page 3 of the Simple Interest Retail Installment Contract labeled "Default," it states: "If we take back (repossess) the vehicle, we may also take items of personal property found in the Vehicle when we take back the Vehicle and hold them for you. If you do not claim them within the time required by law, we will dispose of them in a commercially reasonable manner." DriveTime utilizes third party recovery agencies for all recovery assignments. If items are left inside the vehicle, our customers must contact the recovery agency to arrange a time to retrieve their belongings. Unfortunately DriveTime was unable to directly assist in this process as the vehicle was not transported to a DriveTime owned lot. However, as we previously noted, it is our understanding from the recovery agent that the customer had the opportunity at the time the vehicle was repossessed to search the vehicle for personal belongings and at the time it was delivered to the agent’s site no personal belongings were in the vehicle. We have made several additional unsuccessful attempts to contact our customer to discuss this matter. We encourage our customer to contact DriveTime Customer Relations at [redacted] so we may better assist in this matter. If we do not receive contact from our customer by November 16, 2015, normal account processing will resume. Please refer to page 3 of the Simple Interest Retail Installment contract, under "Default": "If we take back the Vehicle, we will sell it unless you exercise any right to cure or redeem..." Should you have any questions or concerns, please contact us by calling us at [redacted] 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.I simply need to have what I am paying for and what was promised.  An appointment has been set up with one of the Drive Time repair centers in Raleigh upon my return from my Christmas Travels on January 11, 2016.  I look forward to this matter being resolved AND I really appreciate the Corporate Office stepping in to assist since the local Raleigh Office did not.  For your review, I have attached the Car Sticker for the vehicle that I purchased and used this Car Sticker as a decision to purchase the vehicle from Drive Time.
Happy New Year and Regards,
[redacted]

Re: Complaint # [redacted] Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On May 25, 2010, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a...

2003 Oldsmobile Alero. Attached you will find the Simple Interest Retail Installment Contract for your reference. In October 2014, DriveTime temporarily ceased credit reporting to all three major credit bureau agencies. This cease was due to required system enhancements taking place regarding the manner in which DriveTime reports to the credit bureaus. We have completed the necessary updates with [redacted] and Equifax, and they have uploaded our customers’ account information for public viewing. At this time, TransUnion has not been responsive to our efforts and requests for them to reinstate reporting for our customers. We have been attempting to work with them to initiate reporting since early April 2015, and will continue to diligently pursue having them report. At DriveTime, we strive to ensure that all of our credit reporting is up to date and accurate.  After a recent in-depth review, we determined that there were questions surrounding the accuracy of our credit reporting for paid loans. For this reason, we were temporarily unable to report accounts that were paid prior to October 1, 2014. We investigated this matter further and found that we were unable to resubmit these loans to the credit bureaus, as they would appear as new trade lines and would be detrimental to our customers’ credit. DriveTime recently received an update from Equifax regarding this matter. Equifax is now able to reinstate our customers’ loans that were paid prior to October 2014 without opening new trade lines. [redacted] is still unable to reinstate these loans, as it would require new trade lines to be opened.At this time, we have requested to reinstate the reporting of our customer’s account with Equifax. Completed updates should reflect on our customer’s credit report within 30-60 days. We have attempted to contact our customer and advise her of the above information, but have been unable to reach her thus far. We will continue to attempt to contact her and address her concerns. We encourage our customer to contact DriveTime’s Customer Relations department at ###-###-####.We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, DriveTime has mailed a $25.00 [redacted] gift card to the address that we have on file for our customer.DriveTime thanks the Revdex.com for their continued support. If you have any questions, please contact us at ###-###-####. Sincerely, [redacted].DriveTime Customer Relations

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. 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 cure account delinquency.On June 9, 2012, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2010 Chevrolet Malibu. Attached you will find the Simple Interest Retail Installment Contract for your reference. On May 19, 2013, the co-signer on our customer’s account passed away. Throughout the following two years of our customer’s loan, her account fell past due on multiple occasions. When our customers’ accounts fall past due, we make regular attempts to contact them and cure their account delinquency. These calls can be suspended by customers making arrangements with a loan advisor when they cannot make a payment as scheduled. On August 5, 2015, our customer contacted DriveTime about her past due payment. We informed her of the Life Assistance program DriveTime offers to customers who purchased vehicles between November 28, 2011 and December 31, 2012. This program is outlined on page 5 of the Simple Interest Retail Installment Contract under “Life Assistance”: “In the event you die during the term of this Contract (or while amounts are owed under it), the total amount You owe to us at the time of your death will not be owed to us, provided you are not in default under this contract. Life Assistance applies when any buyer, co-buyer or co-signer dies – only one death is required.” DriveTime advised our customer against making any further payments, as her loan would be paid off under the terms of the Life Assistance program after a copy of the co-signer’s death certificate was received. On August 10, 2015, DriveTime received a copy of the co-signer’s death certificate and the status of our customer’s loan was updated to reflect as “paid in full.” Our customer contacted DriveTime and inquired into whether she would receive a refund for the funds she had paid toward her loan in the time after the co-signer passed away. It is the responsibility of a customer or third party to contact DriveTime about the Life Assistance program after a DriveTime customer passes away. Our customer advised that while she had never mentioned the Life Assistance program to a DriveTime representative, she recalled having sent in a copy of the death certificate shortly after the co-signer had passed away. We informed our customer that we had no record of having received the death certificate at that time. At this time, DriveTime has made an exception to reimburse our customer all funds paid into her loan after May 19, 2013, the date the co-signer passed away—a total of $8,990.08. Likewise, we will remove all negative credit impacts that were reported after that date from our customer’s credit reporting. This update should reflect on her credit reporting within 30 to 60 days. On August 19, 2015, we contacted our customer and addressed her concerns. We discussed the above information and advised we would be mailing a check for $8,990.08 to her address on file that should arrive in 7 to 10 business days. Our customer was satisfied with this resolution, and we ended our correspondence on amicable terms.DriveTime thanks the Revdex.com for their continued support. If you have any questions, please contact 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 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

For full response, please see attached.  On April 18, 2017, the claim for engine replacement was created. It was first reported by the repair facility the heater hose had broken and the engine had blown head gaskets. In order to verify this, Aeverex sent an inspector to the repair facility to report back their findings. The inspection report stated;   “There are no signs of coolant leaks. The thermostat housing has been replaced and is new. The heater hose from the thermostat housing to the heater pipe is missing, not there. When cranking engine, there is compression coming out of the thermostat housing heater hose connection where the hose is missing.”  As the heater hose and thermostat housing are non-covered components under the Limited Warranty, and were determined to be the cause of the engine failure, the claim was denied. Aeverex advised the repair facility the engine repairs are denied due to overheat damage from a non-covered part; thermostat housing and heater hoses.   Additionally, a claim was initiated by an in-network repair facility earlier in November of 2016 for which they recommended replacement of the thermostat housing. Our customer was advised by both Aeverex and DriveTime the thermostat housing is a non-covered component and would be his responsibility.   At this time, we have made six (6) unsuccessful attempts to contact our customer to discuss his concerns. We have additionally sent a letter to our customer’s address on file encouraging him to contact us to discuss the matter further. DriveTime has already provided authorization to pay for 50% of the needed engine repairs. If our customer is able to provide documentation relating to the replacement of the thermostat housing, we would be happy to re-review our option of assistance.