DriveTime

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)

Thank you all for taking the time to research this urgent issue. I have checked and double checked my account information. I am unsure why you will not be pulling my account into your system. The last place I want to call is your customer service line, when I have had less than reasonable results doing so. The account number is accurate as 114008064401 The name on the account will be [redacted], and my name, [redacted], is listed as an account contact. My red 2008 mini cooper was purchased on June 2, 2014. Also, the email provided [redacted] is the email listed on the account. What more information would you need in order for your system to pull up my account?The mini cooper is now back in the shop again due to another mechanical failure. The mechanic said he will try to have the warranty company to cover it but since they have hardly covered anything, I may be looking at yet another $600 repair out of pocket. This is the worst experience a consumer could ever imagine. The fact that this company is even Revdex.com rated is nauseating. Mind you, this car has been in a mechanic shop for a mind-blowing 19 times due to mechanical issues.Reading the reviews online, I am not the only lemon this company has sold. In addition, the mechanic that no longer associates themselves with Drivetime had 3 more cars that needed brand new engines after purchasing from this location. One may be a coincidence, but this is out of hand. They pride themselves as "rigorously inspecting vehicles" but this proves the lamest example of false advertising from what someone would believe to be a reputable company.I have provided MORE than enough information for Drivetime to not only locate my account, as well as rectify this horrible experience dealing with their location in Norfolk, VA. If they wish to remain in high standards nationwide, they absolutely need to do further investigation on this location in particular.

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

August 1, 2016   Revdex.com Ph. (602) 264-5299 Fax (602) 263-0997   Re: Complaint #11577966   To Whom It May Concern,   Thank you for bringing this matter to our attention. We appreciate the opportunity to re-re-address our customer’s concerns.   Regarding the time frames our customer was quoted for the disbursal of her refunds, four to six weeks is an accurate estimate. GAP insurance and our Vehicle Service Contract are products provided and administered by Aeverex. Attached you will find the GAP Addendum and Vehicle Service Contract for your review.   On Page 2, Section E (2), the GAP Addendum states the following:   If You do not receive the refund/credit within 60 days of notice of cancellation/termination, contact the GAP Administrator stated above.   On Page 2, under DEFINITIONS, the Vehicle Service Contract states the following:   “Refund Period” means forty-five (45) days from the date of Administrator’s receipt of Your cancellation notice.   In general, due to the difficulty in determining when each step in the refund process has been executed by the appropriate party, we will advise our customers of the standard four to six-week period when they inquire as to their refunds. In this particular case, our representative was able to obtain more specific information for our customer.FULL RESPONSE ATTACHED

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On April 24, 2014, our customer entered into a Simple Interest Retail Installment contract when they purchased a 2008 Dodge Caliber. Our customer purchased a 3 year/36,000 mile...

vehicle service contract, administered by [redacted]. Included you will find the retail installment contract and the vehicle service contract for your reference. On May 30, 2014, our customer made an inquiry to the warranty company, [redacted] regarding engine noise. [redacted] referred the customer to a repair facility and informed our customer of the $100 in-network deductible. On June 19, 2014, our customer contacted DriveTime regarding a concern with the vehicle’s power steering, tires, and $100 in network deductible. Our customer was informed of the Champ program. DriveTime’s Champ program allows our customers to trade in their vehicle once a sufficient amount has been paid towards the principal balance. On July 8, 2014, our customer contacted [redacted] stating his vehicle lost power, A/C not cooling and loud engine noises. [redacted] referred our customer to a repair facility for diagnosis and informed him of the $100 deductible. In addition, [redacted] informed our customer he could be reimbursed up to $75.00 for the towing services, if the issue was a covered repair. The customer stated he would contact DriveTime and have us retrieve the vehicle. On July 29, 2014, we contacted our customer to investigate his concerns. We offered to waive any diagnostic fee and towing of his vehicle to a repair facility. Due to the history of the vehicle, and his apprehensions we advised our customer we were willing to offer a settlement to get him out of the vehicle. Our customer informed us he is not in possession of the vehicle and disclosed its last reported location. We informed our customer we are unable to approve any settlement agreement until we are in possession of the vehicle. We advised him we would attempt to pinpoint the vehicle, but were unable to locate. At this time, we are unable to accommodate our customer’s request to refund his down payment or address his mechanical concerns. We advised our customer until the vehicle is returned he is still held to his contractual agreement to maintain payments, and any fees incurred. 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]. Sincerely, DriveTime Customer Relations

December 22, 2015 Revdex.com Ph. (602) 212-2232 Fax (602) 263-0997  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 July 31, 2013, our customer entered into a Simple...

Interest Retail Installment Contract with DriveTime when she purchased a 2008 Nissan Sentra. Our customer agreed to make 127 bi-weekly payments of $167.53 and one final payment of $166.50 beginning on August 17, 2013. Attached you will find the Simple Interest Retail Installment Contract for your reference. On May 8, 2015, at 77 days past due, DriveTime placed the vehicle out for recovery. At that time, our customers account was in default as explained on page 3 of the Simple Interest Retail Installment under the section labeled “Default”. “You will be in default if any one of the following occurs…1. You fail to make any payment due under this Contract, including any down payment, in full when such payment is due…Additionally, we may take back (repossess) the Vehicle.” On May 11, 2015, the vehicle was recovered. At that point in time, our customers credit history was updated to reflect as charge-off involuntary repossession. At this time, DriveTime has deleted our customer’s trade lines as a good will gesture. This update should reflect on our customer’s credit reporting within 30-60 days. We will be removing these trade lines with Experian, Equifax and TransUnion. DriveTime has made multiple attempts to contact our customer to reach an amicable resolution. We encourage our customer to contact our customer relations department at 800-965-8043 if she has any additional concerns. As an additional good-will gesture, DriveTime has sent our customer a $25.00 American Express gift card. We apologize for any confusion or inconvenience this matter may have caused. Sincerely, 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. 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

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 when he agreed to make 138 bi-weekly payments of $200.51 and 1 final payment of $199.30, beginning September 7, 2013. Our customer has not followed the payment schedule provided to him at the time of sale. I have included a copy of the payment schedule and payment history for your review.
DriveTime does not compete on price, nor do we hide it. We encourage our customers to research all aspects of their purchase. Our customer had the opportunity to sign and review the following documents:
• Buyer’s Guide
• Retail Purchase Agreement
• DriveTime’s DriveCare Limited Warranty
• What you need to know about financing a vehicle with Drivetime
• Simple Interest Retail Installment Contract
Included you will find a copy of the above referenced documents for your review.
DriveTime’s vehicle pricing is subject to several factors. Included in the purchase price of the vehicle are the following benefits:
• Multi-point inspection
• 3 year/36,000 mile limited warranty
• Rental reimbursement up to $25.99 per calendar day + applicable tax, on warranty-covered repairs
• Roadside assistance, up to $75 per incident
• GPS device providing anti-theft services
DriveTime’s customer relations department empowers our employees with the ability to make executive decisions and act as liaisons to our legal department.
On July 19, 2014, we contacted our customer and offered a settlement to waive his deficiency balance, delete the trade line from his credit report, and refund his down payment in the amount of $800.00. In exchange, our customer would need to release possession of the vehicle to DriveTime. Our customer declined our offer. We encourage our customer to contact us at [redacted], to take advantage of this offer.
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] **
Customer Relations Specialist

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On August 9, 2014, our customer entered into a Simple Interest Retail Installment contract when she purchased a 2009 Mitsubishi Galant. Our customer purchased a 5 year/50,000...

mile limited warranty. Included you will find the Simple Interest Retail Installment contract and the limited warranty agreement for your reference.
On September 5, 2014, we reached out to our customer and are currenty working towards an amicable resolution.
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].
Sincerely,
DriveTime
Customer Relations

March 29, 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 February 5, 2016, our customer entered...

into a Closed End Motor Vehicle Lease with DriveTime when she leased a 2009 Dodge Journey. Attached you will find a copy of the Lease Contract for your review. Our customer was also enrolled in the DriveTime Drivers Seat Program, which comprises the Drivers Seat Limited Warranty and the Drivers Seat Maintenance Program. Attached you will find a copy of the Drivers Seat Program Registration for your review. Neither the Lease Contract nor the Drivers Seat Program contain provisions for assistance with transportation while the vehicle is in a repair facility. There are also no contractual provisions regarding assistance with payments while the vehicle is in a repair facility. After reviewing our customer’s situation, including the length of time she has spent in the lease, and the length of time the vehicle has been in repair facilities, DriveTime has offered to credit our customer’s account one bi-weekly payment of $242.79. Our customer has accepted this offer. DriveTime sincerely apologizes for any inconvenience this has caused our customer, and we encourage her to contact our Customer Relations Department at [redacted] should she have any further questions or concerns. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted] Sincerely, Jeremy N. DriveTime Customer Relations

Good evening. I reject this response because a) it makes no sense and b) it absolutely does not answer the question I had originally asked. The inspector told David (from [redacted]) that they, Drivetime, would not replace or fix the engine because I failed to maintain the car. My original question was; How can Drivetime (Averex warranty company) say that I am the one at fault when it is a used car. Who is to say the previous owners failed to maintain the car? They cannot put the blame on me. I was informed of a sludge issue with that car, only months after I purchased it. I'm sorry but that is something that happens over a long period of time. I feel that car was not mainted by previous owners. I reject that response because it absolutely does not answer my question. What they say has nothing to do with why I contacted the Revdex.com. Thabk you.

Dear, DriveTime  I will be contacting you over the phone as I have too much to say to type. I'm not understanding why DriveTime thinks this matter is funny? $25.00 credit toward $15,000 loan? That's insulting and I will not tolerate any more of this nonsense! You guys are not listening to me at all, you keep saying that these repairs are covered, then why hasn't my vehicle been fixed? It is because those are not the repairs that are needed I have a serious electrical issue that Chevrolet can't even diagnose, this situation is getting dangerous. Electrical problems in a vehicle is not something to joke about. My life may be at risk, if a fire was to break out under the hood of the vehicle while I'm driving it would be over. Everywhere I take the vehicle they tell me the same thing, that I have a serious electrical problem that runs throughout the entire vehicle! I'm trying to reason and be cooperative but DriveTime has cause me to take measures further than I hoped. Unless something is done by September 30, 2016 I WILL be taking matters into the court system!

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.Regards,[redacted]

(Please see attached for full response)Attached is the [redacted] report and acknowledgement for your reference. On January 17, 2017, DriveTime reached out to our customer to discuss her concerns. We provided the above-mentioned information. Our customer was not satisfied with the information...

and, moving forward, requested not to be contacted in reference to her concerns. Per her request, DriveTime has placed our customer’s phone number on our Global Do Not Call list and will not be contacting her, at that phone number, for any reason. Should she have any questions or concerns in reference to her vehicle or loan, she will need to contact DriveTime or Bridgecrest for further assistance as we are unable to contact her.  We apologize for any inconvenience or frustration this matter may have caused. We are unable to accommodate our customer request to receive a refund or lower her payments. Should our customer desire to cancel any optional products, we encourage her to contact Customer Relations at [redacted] for further assistance. As a gesture of goodwill, we have 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 our Customer Relations Department at [redacted]. Thank you,  Jessica H. Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On July 15, 2011, prior to purchasing a vehicle with DriveTime, our customer filed for Chapter 13 bankruptcy. This bankruptcy was dismissed on August 25, 2011. On March 2,...

2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2007 Chrysler PT Cruiser. 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 in the manner DriveTime reports to the credit bureaus. We have completed the necessary updates with Experian and Equifax, and they have uploaded our customers’ account information for public viewing. We are continuing to work diligently to reestablish reporting with [redacted]. We understand the importance of building and maintaining a credit score. We also understand the importance of accurately reporting credit activity, and that is why DriveTime has made the effort to complete these system enhancements. At DriveTime, we strive to ensure all of our credit reporting is up-to-date and accurate. After an extensive review, we determined that there were serious questions about the ability to report bankruptcy accounts accurately at the time. As a result, we were temporarily unable to report accounts with previously filed bankruptcies in order to ensure no inaccurate reporting occurred.At this time, DriveTime has found a resolution to report accurately for accounts that have had a previously dismissed bankruptcy. We will be reinstating these trade lines with Experian and Equifax, and once we have begun to report to [redacted], the updates will reflect on their end, as well.As it stands, [redacted] 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 and will continue to diligently pursue having them do so.On June 15, 2015, our customer voluntarily surrendered her vehicle by returning it to the dealership where she purchased. Our customer had made no prior contact with DriveTime regarding her credit reporting concerns or her intentions to surrender the vehicle.On June 19, 2015, we contacted our customer and attempted to address her concerns. As a one-time exception, DriveTime has offered to waive all repossession and storage fees and give our customer the opportunity to reclaim the vehicle. Our customer’s account would begin reporting to her credit after the reinstatement of the loan. However, our customer declined this offer and advised she did not wish to reclaim the vehicle.At this time, DriveTime is unable to accommodate our customer’s request to be absolved of all responsibility for her loan. As a goodwill gesture, we have mailed a $25.00 [redacted] gift card to the address on file.DriveTime thanks the Revdex.com for their continued support. If you have any questions, please contact us at ###-###-####. Sincerely,[redacted]DriveTime Customer Relations

December 9, 2015[redacted]RevDex.comPh. (602)
212-2232Fax (602)
263-0997  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 September 27, 2014, our
customer...

entered into a Simple Interest Retail Installment Contract with
DriveTime when she purchased a 2011 Toyota Camry. Attached you will find the
Simple Interest Retail Installment Contract for your reference. On September 24, 2015, DriveTime
received a payoff check of $18,028.00 for our customer’s account. At that time,
our customer’s account began to reflect as paid in full. DriveTime sent an
update to the three major credit bureaus to reflect the loan as paid. On December 3, 2015, DriveTime
confirmed that our customer’s account was reflecting as paid on the three major
credit bureaus. In addition, the account is reflecting as current for each
month our customer had a loan with DriveTime. On December 7, 2015, DriveTime
contacted our customer and advised that DriveTime is accurately reporting our
customer’s credit history with us. We encouraged our customer to contact the
credit bureaus if there is any dispute in the manner in which her credit is
reporting. As a good-will gesture, DriveTime
sent our customer a $25.00 American Express gift card. We apologize for any
inconvenience or confusion this matter may have caused. Should you have any
questions or concerns, please contact us by calling us at 800-965-8043. Sincerely, Justin M. DriveTimeCustomer Relations Department

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On February 8, 2012, our customer entered into a Simple Interest Retail Installment Contract when he purchased a 2009 Dodge Caliber. Included you will find the Simple Interest...

Retail Installment Contract for your reference. On October 9, 2014, we informed our customer we are accurately reporting as paid in full, to the three major credit-reporting agencies. Our customer stated he would contact the three major credit-reporting agencies for an updated credit report. As a goodwill gesture, DriveTime has mailed our customer a $25[redacted] 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, DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On December 20, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2012 Ford Fusion. Attached you will find the...

Simple Interest Retail Installment Contract for your reference. On February 9, 2015, our customer contacted DriveTime to review options for paying off his loan. We advised our customer that if he wished to cancel the three optional products he had opted to purchase at the time of sale—the Vehicle Service Contract, GAP Coverage, and SkyLink Service (GPS)—he would receive pro-rated refunds  to his account for each of these products. Our customer stated he would wait for these refunds to post to his account and then call DriveTime to find out the amount due to pay off his loan. We advised our customer of the processes for cancelling each of the optional products. On February 20, 2015, our customer contacted DriveTime to cancel the optional products mentioned above. We advised our customer of the proper channels through which he could cancel these products. On February 23, 2015, our customer contacted DriveTime and advised he would be paying off his loan. Because our customer stated he had already cancelled the optional products, he inquired into whether he would receive the pro-rated refunds directly. We advised our customer that refund checks would be sent to him if he were to pay off the loan. Later that day, our customer’s loan was paid in full. On February 24, 2015, our customer contacted DriveTime to check on the status of his refunds. We advised our customer we would refund him for the products once the refunds posted to his account. On March 7, 2015, our customer contacted DriveTime for an update on the optional product refunds. We advised our customer we would research the status of these refunds and encouraged him to follow up the following Monday. On March 12, 2015, our customer contacted DriveTime and was advised that Aeverex—the administrator of the Vehicle Service Contract and GAP Coverage—had never received his cancellation form. We encouraged our customer to contact Aeverex to complete the cancellation of these optional products and advised him the Skylink Service was in the process of being cancelled, as well. On March 17, 2015, our customer contacted DriveTime to find out when he would receive his refunds. We advised our customer that because he had just cancelled the products, the refunds would take some time to process. On March 26, 2015, our customer contacted DriveTime with concerns that while he had received his refund for the Vehicle Service Contract, he had still not received his refunds for the GAP Coverage and SkyLink Service. We advised our customer that we would cut checks in-house for these refunds and would send them to him via certified mail once they were ready. On April 9, 2015, DriveTime attempted to contact our customer regarding a clerical error that had occurred with his refund checks. Unbeknownst to DriveTime’s Accounts Payable department, both of the refund checks had already been processed for our customer; the checks that had been cut in-house were then cancelled to avoid a double payment. We were unable to reach our customer to communicate this error to him. On April 24, 2015, our customer contacted DriveTime to find out why there was a stop-payment on a refund check he had received. We advised our customer of the information above and offered to reach back out to him with more information. Our customer declined this offer and advised we could contact his attorney going forward. Per our records, our customer has cashed the refund checks for both the Vehicle Service Contract and the GAP Coverage. While we show that our customer’s refund check for the SkyLink Service was mailed to him on March 27, 2015, our systems do not indicate that the check has been cashed. On April 30, 2015, we cancelled the active refund check for the Skylink Service and reissued a check request for $457.93 that was to be cut in-house and overnighted to our customer. Our customer should have received this check no later than Tuesday, May 5, 2015. The same day, we contacted our customer and addressed his concerns. We advised him of the above information and encouraged him to contact DriveTime’s Customer Relations Department at ###-###-#### with any further questions or concerns. On May 1, 2015, we received a letter of representation from an attorney in regards to our customer. Moving forward, all outward correspondence from DriveTime will be directed towards our customer’s attorney. On May 4, 2015, we spoke to our customer’s attorney and asked him to provide us with confirmation that our customer had received his check. Our customer’s attorney advised he would contact us once he had received correspondence from our customer in regards to this matter. At this time, we are unable to accommodate our customer’s request of a $5000 check for his hardship. As a goodwill gesture, DriveTime has mailed a $25 American Express gift card to the address on file.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. Bridgecrest has determined that the individual who filed the complaint is an authorized third party (ATP) on our customer’s account. For our customer’s convenience, Bridgecrest...

allows customers the opportunity to add an authorized third party on their account who is able to speak to us, on their behalf. However, an ATP is unable to make decisions or changes to the account.On May 22, 2017, our customer entered into a Simple Interest Retail Installment Contract (Contract) when he purchased a 2013 Chevrolet Equinox from DriveTime. The Contract was subsequently assigned to Bridgecrest Acceptance Corporation (Bridgecrest). The vehicle came with a 30-day / 1,500-mile DriveTime Limited Warranty, administered by SilverRock. Our customer elected to purchase an additional 5-year / 50,000-mile Vehicle Service Contract (VSC), also administered by SilverRock. The Contract, VSC, and the DriveTime Limited Warranty are attached for your reference. As the VSC is an optional product our customer opted to purchase, he has the ability to cancel it at any time throughout the life of the loan. Our customer signed and submitted the VSC cancellation forms to SilverRock, which was processed on June 20, 2017. A full refund of the product applied towards our customer’s remaining principal balance on June 29, 2017. Upon review of our customer’s account, DriveTime determined there was a transport request that was not processed or initiated. The ATP initially contacted us on August 25, 2017 to express concerns with the vehicle not starting. Although the VSC was cancelled, we offered to transport the vehicle to a nearby in-network repair facility (INRF) as a goodwill gesture. The tow was completed later that day....(continued on attached)

Customer Service requesting to adjust his payment frequency from semi-monthly to monthly. We advised our customer that we would not be able to perform this adjustment on the grounds that he was within the initial six months of his loan. We provided our custoThank you for bringing this matter to our...

attention. We appreciate the opportunity to address our customer’s concerns.On March 18, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2010 Ford Focus. Attached you will find the Simple Interest Retail Installment Contract for your reference.At the time of purchase, our customer provided the DriveTime dealership with proof of income. This proof of income included a pay stub which reflected his semi-monthly dates of pay from his employer. Our customer’s payment frequency was generated to correlate with this proof of income, producing due dates on the 9th and 24th of each month. This allowed our customer two days following each date of pay, to submit his payments to DriveTime.Our customers’ payments are set up to match their pay frequency from their source of income. After six months, DriveTime customers may contact customer service to initiate a frequency change to match their desired payment frequency.On April 9, 2015, our customer contacted DriveTimemer the option to make two payments on the ninth day of each month, when his first semi-monthly payment became due. After six months, we could readdress an adjustment to his payment frequency.At this time, we are unable to accommodate our customer’s request. We have made several unsuccessful attempts to contact our customer to discuss his concerns. On May 8, 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 him. We encourage our customer to contact our Customer Relations Department at ###-###-####, so that we may come to an amicable resolution.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 ###-###-####.Sincerely,[redacted]DriveTimeCustomer Relations