DriveTime

[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 April 14, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2012 Toyota Yaris. Attached you...

will find the Retail Installment Contract for your reference.
We have made several unsuccessful attempts to contact our customer to discuss his concerns. On October 29, 2014, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform our customer of our attempts to reach out to him. We encourage our customer to contact our Customer Relations department at [redacted] to discuss his concerns.
As a goodwill gesture, DriveTime has mailed a $25 [redacted] to our customers’ 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,
DriveTime
Customer Relations

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

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

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.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]

Drivetime is talking in circles and trying to muddy the water.  As I stated when I purchased the vehicle there was an obvious problem.  I tried to return the vehicle.  I was told the problem would be fixed.  They sent me to Barbar automotive who was their vendor.  Barbar autotmotive told me all I need was new rear wheels.  Unfortunately I'm not mechanically inclined and didn't understand that bent and tilted rear wheels are a clear indication of a much larger problem, however I'm sure the mechanic did know there was a much larger problem than "new wheels".  DriveTime did offer to go half on a repair that they should have paid for...  they also told me I could only take it back to Barbar automotive (I find that VERY SUPICIOUS).  I already feel that Drivetime and their mechanic had me and my child driving in an unsafe vehicle so why would I take it back to the place that clearly either by accident or on purpose misdiagnosed and failed to repair the mechanical issues.  Drivetime took almost three weeks to call me back after they initially told me that NO REPAIRS WOULD BE COVERED.  They had me pick up the vehicle from the dealership when it should have been towed because the vehicle is dangerous.  They only called after I filed a report with the Revdex.com. They should be ashamed of themselves.  I am going to pursue a lawsuit.  They should not be allowed to do this to someone else.

I recently received a copy of the response from drive time in reference to my complaint about my 2014 Dodge Avenger. What I want to Simply stay my payments being late are because the car was not drivable at times because I did not want to take the risk of messing it up even more because I work 45 minutes away. If they would have given me a working vehicle I would not have had to miss days out of work. No matter how they feel about my payment issue that does not justify the fact that they sold me a non-working vehicle that breaks them whenever it wants to. The mechanic was not able to find the problems I was wrong with my car the same way the mechanic and Savannah Tire was not able to find the modem out issue the first time and then my car broke down within a short. Of time and they were able to see that something was wrong with the motor mount. I see that this company does not truly care about its customers and if I have to lose out and take them to court I will

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)

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On August 13, 2014, our customer entered into a retail installment contract with DriveTime when he purchased a 2010 Dodge Grand Caravan. Our customer elected...

to purchase a 3 year/36,000 mile vehicle service contract, administered by [redacted]. Included you will find the retail installment contract and vehicle service contract agreement for your reference.
We have made several attempts to contact our customer to discuss his concerns, but have been unsuccessful. On September 25, 2014, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform our customer of our attempts to reach out to him. We encourage our customer to contact our Customer Relations department at ###-###-####, to discuss his concerns.
As a goodwill gesture, DriveTime has applied a $25 credit to our customers’ principal balance.
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.
Sincerely,
DriveTime
Customer Relations

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.

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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On November 4, 2013, our customer entered into a Simple Interest Retail Installment Contract when they purchased a 2008 Nissan Titan. Included you will find the Simple Interest...

Retail Installment Contract for your reference. On June 9, 2014, our customer informed DriveTime that he was involved in an accident and would be unable to work for a period of 8 months. In addition, our customer advised DriveTime it would be difficult to maintain payment arrangements since he is self-employed. There was some miscommunication between DriveTime and our customer on the different options available for assistance. On July 30, 2014, we contacted our customer to review the different options available and came to an amicable resolution. At this time, we were able to offer our customer a one-payment deferment.  In addition, our customer informed DriveTime that he is now in the process of obtaining employment soon.   As a goodwill gesture, DriveTime has credited $25.00 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,DriveTimeCustomer Relations

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

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 August 12, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2006 Ford Explorer....

Attached you will find the Simple Interest Retail Installment Contract for your reference. At the time of sale, our customers agreed to make 129 bi-weekly payments of $177.70 and 1 final payment of $175.68, beginning September 07, 2013. On December 8, 2014, the vehicle was recovered for default due to non-payment. Please refer to page 3 of the Simple Interest Retail Installment Contract, “Default”         “You will be in default if you do not make any payment in full when such payment is due. “ “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. “ “If we take back the vehicle, we will sell it unless you exercise any right to cure or redeem the Vehicle that you may have under state law. The sale proceeds, less amounts we pay to take back the vehicle, hold it, prepare it for sale, and sell it, and less our attorneys’ fees and legal costs if permitted by law, will be used to pay the amount you owe on this contract. Any money left will be paid to you unless the law requires that we pay it to someone else. If the sale proceeds are not enough to pay off this contract and costs, you will pay what is still owed (the deficiency) to us.” On December 10, 2014, we mailed our customer a redemption and reinstatement form. The purpose of this form is to inform the customer of the options available regarding the vehicle. The following day our customer contacted DriveTime regarding the repossession. We informed our customer to redeem the vehicle we require a payment of $1,600. Our customer advised DriveTime she would redeem the vehicle at the end of the month. We gave authorization to hold the vehicle until that time. Our customer did not redeem the vehicle. We have made several unsuccessful attempts to contact our customer and address her concerns. On August 31, 2015, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform her of our attempts to reach her. If we do make contact with our customer and any omissions are found, we will consider her request to remove the information reported to the credit bureaus. We encourage our customer to contact our Customer Relations department at ###-###-####. We apologize for any confusion or inconvenience this may have caused. At this time, DriveTime is unable to remove this reported information from the credit bureaus, as it is reporting accurately. As a goodwill gesture, we have mailed our customer a $25 American Express 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 ###-###-####. Sincerely, DriveTimeCustomer 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 concernsOn October 16, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a...

2006 Ford Taurus. Attached you will find the Simple Interest Retail Installment Contract for your reference.On June 1, 2015, our customer contacted DriveTime’s corporate offices regarding an unauthorized payment of $399.40 that was taken out of her account. We advised her that the payment was listed on the account; however, we would need a bank statement in order to verify the payment was drafted in order to send her a reimbursement check.On June 2, 2015, our customer contacted DriveTime’s Customer Relations department regarding her concerns. We informed her that we had received the requested bank statements and we would send the refund check to her as soon as possible. We advised our customer to expect the check by Friday, June 5, 2015.One June 5, 2015, our customer contacted DriveTime regarding her refund check. She informed us that she was unable to cash the check due to a message from the bank. Our customer stated the bank informed her she only had the option to either deposit the check or to return it to DriveTime. Our customer informed us she would deposit the check to see if it would clear.On June 12, 2015, our customer contacted DriveTime regarding her refund check. She informed us that she was unable to deposit the check due to a stop-payment placed on it.After reviewing the situation further, DriveTime found there was an account error in the processing of the first check, resulting in a voided check. DriveTime then reissued a second check to be sent to our customer.On June 16, 2015, our customer contacted DriveTime regarding her previous check. We apologized for the miscommunication and advised her a new check for $399.40 had been issued and was being mailed overnight. On June 23, 2015, we contacted our customer regarding her reimbursement check. Our customer confirmed that she had received the check at end of the day on June 19 and advised she would notify us if there were any issues once she had deposited it.  We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has applied $25.00 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

[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]

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On September 10, 2014, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2009 Mercury Milan. Included you will find the Simple Interest...

Retail Installment Contract for your reference. On October 16, 2014, we reached out to our customer to address her concerns. Our customer got into an accident in the previous car she had with DriveTime and took advantage of DriveTime’s Insurance Loss Program (ILP). This program allows our customers to pay a $500 deductible and the remaining balance on their old DriveTime account is paid off with the stipulation they purchase and satisfy the terms of the new contract. The "Insurance Loss/Short Payoff Program Agreement" document, section "Insurance Loss" states: "I/We purchased a vehicle from DriveTime on credit… The vehicle was totaled and the insurance proceeds have been paid to DriveTime, but I/we still owe money on the account." "I/We understand that if I/we make a $505.00 payment on the Account, purchase a new vehicle from DriveTime, and satisfy the terms of the new contract, DriveTime will suspend its collection of the deficiency." In addition, section "1", states: "I/We understand that the account will be reported to the credit bureau agencies as a settled account, as long as I/We make all of these new vehicle payments on time. If I/We default on the new account, DriveTime may revise the credit reporting status to show the account as charged off." Our customer signed and agreed to these terms. Attached you will find the Insurance Loss/Short Payoff Program Agreement document for your reference. We went on to explain that releasing her from the vehicle and waiving responsibility for the new loan would not be a possibility due to the agreed upon terms above. Doing so would have a negative impact on her credit and both accounts could be affected. Our customer also mentioned the purchase price ended up being much higher than what was agreed to. Our customer purchased the vehicle for $18,628.72. However, there is a finance charge (interest) of $5,927.98 to purchase the vehicle as well. This information is broken down on the first page of the Simple Interest Retail Installment Contract. Our customer stated she is also having mechanical issues with the vehicle. We referred our customer to [redacted], the Protection Plan Vehicle Coverage administrator to get a diagnostic completed on her vehicle. Once the diagnostic has been submitted to [redacted], DriveTime can review the claim for assistance if claim is denied by [redacted]. If our customer does not wish to get the vehicle fixed through the warranty, returning or getting the vehicle repossessed, would be reported to her credit as a repossession. As a goodwill gesture, DriveTime has credited our customers’ principal balance $25.00. DriveTime thanks the [redacted] for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations

[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

For full response, please see attached.  We received a second dispute on October 12, 2017 for which the driver’s license and social security card were illegible. Another insufficient letter was sent to our customer’s address on file.   On October 24, 2017, our customer...

contacted Bridgecrest to inquire about how the vehicle repossession would be reflected on her credit. We explained, since the account is in charge off status, it will reflect as such until the loan has been paid. Once the account has been paid in full, it will then be updated to a status of paid-charge off and will reflect as such for seven years.   Bridgecrest received three additional identity theft claims; one on October 26, 2017, and two on October 31, 2017. Again, none of these claims included the information that is required in order to complete our investigation. We are still missing a legible copy of the customer’s driver’s license and Social Security Card.  As no further documentation has been provided, we are unable to deem the account to be fraudulent. Should our customer provide us with; a clear and legible copy of a police report or notarized Identity Theft Affidavit, a clear and legible copy of a Driver’s license and social security card, then we may complete our investigation. Per our customer’s request, we have sent the attached letter to our customer’s address on file and have not attempted to make any further contact at this time. Should she wish to discuss this matter further, we encourage her to contact us at (800) 965-8043.