DriveTime

For full response, please see attached. At the time of sale, our customer agreed to sign all of her contracting documents electronically. Our customer completed an E-Signature and Contracting Acknowledgement attached for your review. The final page of the Contract is electronically signed as agreed.   We have reviewed the call from October 24, 2017 and determined the call was actually placed by our customer’s mother, an authorized third party on the account. However, our customer was also on this call and verified her personal information by full name and the last four digits of her social security number.   At this time, we have received our customer’s legible driver’s license and social security card. We have forwarded this information to our specialized credit bureaus team to complete a full investigation regarding the validity of this account. We will continue to remain in contact with our customer and inform her of our findings of the investigation. Should our customer request to discuss the matter further, we encourage her to contact us at [redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On July 16, 2014, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2007 Honda Accord. Our customer purchased a 3 year/36,000 mile...

vehicle service contract, administered by [redacted]. Included you will find the Simple Interest Retail Installment Contract and the vehicle service contract for your reference.
On September 23, 2014, our customer confirmed she received her metal plates. We have asked our customer to submit paid receipts for any out of pocket repairs. Once we receive her receipts, we will review for possible assistance. To this date, our customer has not contacted [redacted], the warranty administrator to discuss her repair concerns.
As a goodwill gesture, DriveTime has credited our customer’s principal balance $25.00.
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

What was said by the reply does not reflect the major portion of my complaint.  After I got the online pre-approval I phoned the closest DrvieTime location to me, as was recommended to me by the agent from DriveTime.com that I spoke to the first night. When I called, the salesperson at the dealership stated that there was only one vehicle, a [redacted], that was available for the lease program my credit qualified me for.  He felt that the only vehicle they had would not fit what I had stated I was looking for.  I asked about the other locations somewhat near me & the salesperson said that they had no vehicles I qualified for either & it was not worth my time to call them. I see no where in DriveTime.com's response explaining why they advertise what they do, but then have no vehicles available for persons with not so perfect credit.

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]

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.  Yes, they called and I returned their phone calls, and was told that the Agent handling my account would contact me back. That never happened. It was also stated in their response that they credited my account $25 as a courtesy, and they sent me a certified letter. This too was a lie. None of these things were done.  The only thing that Drive Time has been consistent with is not following through with what they say they're going to do.
Regards,[redacted]

May 28, 2015 [redacted] Revdex.com Ph. [redacted] Fax [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 April 25, 2015, our customer entered into a...

Simple Interest Retail Installment Contract with DriveTime when he purchased a 2010 Toyota Camry. Attached you will find the Simple Interest Retail Installment Contract for your reference. On May 1, 2015, our customer returned his vehicle, at DriveTime’s request, due to DriveTime not receiving the proper paperwork for a customer who is in an active Chapter 13 Bankruptcy. Our customer signed and reviewed the Vehicle Return Agreement that states he would receive a refund of $542.00 of his $1,000.00 down payment, due to the mileage placed on the vehicle since time of purchase. On May 13, 2015, a refund check of $542.00 arrived at the dealership where our customer purchased from. The dealership made an unsuccessful attempt to contact our customer to inform him his refund check had arrived. On May 27, 2015, we contacted our customer and informed him he can pick up his refund check of $542.00 directly from the dealership at his earliest opportunity. We also informed our customer, as a goodwill gesture, DriveTime would be refunding his remaining down payment for $458.00. We informed our customer the additional refund check will be mailed directly to the address listed on file within 10-14 business days. 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]. DriveTime Customer Relations

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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On February 03, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2005 Toyota Camry. Attached you will find the...

Simple Interest Retail Installment Contract for your reference. On July 06, 2015, our customer contacted DriveTime stating she received an insurance check for repairs on her vehicle. Our customer informed DriveTime she deposited the check into her bank account but now the bank is holding the funds until a representative from DriveTime can go into the bank to endorse the check. We informed our customer we are unable to accommodate her request, as she would need to send the check to DriveTime for proper endorsement. Once DriveTime receives a repair invoice, before and after photos of the vehicle, and confirmation from of completed repairs, DriveTime would then be able to endorse the check and send it directly to the repair facility that completed the work. If there were any remaining balance from the insurance check, DriveTime would apply the funds directly to our customer’s principal balance. Please refer to page two (2) of the Simple Interest Retail Installment Contract, under the section labeled Security Interest, it states: "To secure your obligations, you give us a "first priority" security interest in the Vehicle, all accessions, attachments, accessories and equipment placed in or on the Vehicle and all proceeds of the Vehicle…" At this time, DriveTime is unable to send a representative to our customer’s bank to endorse the insurance check. Our customer would need to dispute with her financial institution that accepted the insurance check without the proper signature from both parties. If our customer choses to return her vehicle, she would still be responsible for the remaining principal balance of her loan. It would also have a negative impact on our customer’s credit reporting and would report as a voluntary repossession. As a good-will gesture, DriveTime has applied a $25 credit towards our customer’s principal balance. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [redacted].DriveTime Customer Relations Department

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)

MY CAR IS IN THE SHOP AGAIN TODAY WHAT I WAS TOLD WAS EVEN THOU I AM UP TO DATE ON MY OIL CHANGS. MY OIL WAS BONE DRY AND THEY BELIEVE THAT IT MAY BE AN ISSUE WITH THE MOTOR NEEDING TO BE REPLACED.ON MONDAY I WENT BACK AND FORTH WITH DRIVE TIMES CUSTOMER RELATIONS DEPARTMENT AND AT FIRST I WAS OK...

WITH WHAT THEY OFFERED TO DO BUT NOW TWO DAYS LATER MY CAR IS IN THE SHOP AGAIN POSSIBLY NEEDING A MOTOR. I WAS TOLD THAT I WOULDNT HAVE MY CAR FOR A WEEK AND I WOULD BE RESPONSIBLE FOR RENTING A CAR,WHICH I DONT HAVE MONEY OR A MAJOR CREDIT TO BE ABLE TO RENT. WHICH IS WHY CUSTOMER RELATIONS GAVE ME A CREDIT FOR THE PASS DUE BALANCE. IAM ON PROBATION AT MY JOB AND CANT AFFORD TO MISS DAYS. NONE OF THE LOCAL DRIVE TIMES HAD ANT SELECTION OF CARS TO LEASE FROM KENNY A MANGER IN THE WILLIAMSTOWN OFFICE CALLED AS FAR AS MARYLAND. I WANTED TO FINANCE BECAUSE I DID FIND A COUPLE OF VEHICLES I LIKED HOWEVER CUSTOMER RELATIONS WOULD NOT GIVE ME ANY MORE CREDIT TO HELP ME GET INTO ANOTHER VEHICLE AND NOW HERE I AM BACK TO SQUARE ONE WITH MY CAR SITTING ON INTEGRITY LOT WAITING TO GET APPROVAL FROM AVEREX ON WHAT CAN BE FIXED AND WHAT CAN NOT.MY JOB IS REALLY LYING IN THE BALANCE

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 reject this for the following facts I require proof of the reinstatement letter that was sent out it was never received. Additionally The  law states clearly  that the vehicle was purchased in and titled in requires a written notification of what the creditor intends on doing with the vehicle and what it was sold for and the remaining balance.Once again I restate that they failed to notify myself where to retrieve my personal property as well and I require proof in writing that this was done when in fact it was not.  No such letter was ever sent or received by my self and I also require proof that this was done in accordance with the Fair Credit Reporting Act. A copy of the contract provided by Drive time does not satisfy the requirements under law and if they cannot provide the documents that were supposedly provided it must be removed from my credit reports. In Addition the Mazda 6 in question developed a check engine light not more than 5 days after receiving the car and I called to complain about it and they mad no attempt to rectify the check engine light on the vehicle. this company is a predatory company and their business practices are unethical and shameful. They are dancing around the issue which is that they did not follow Fair credit reporting practices which protects the consumer which is myself. 
Regards,
[redacted]

January 28, 2016[redacted]Revdex.com Ph. [redacted]Fax (602) 263-0997Re: Complaint # [redacted] Dear Ms. [redacted]Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.All DriveTime vehicles are thoroughly inspected prior to...

sale at our DriveTime inspection centers. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no need to replace it.On November 27, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2012 Ford Focus. Our customer also purchased a 5 year/50,000 mile Vehicle Service Contract, administrated by [redacted] Attached you will find the Simple Interest Retail Installment and Vehicle Service Contract for your reference.On January 9, 2016, our customer contacted [redacted]o express concerns with the steering of the vehicle. [redacted] suggested that our customer take the vehicle to an in-network repair facility to be diagnosed. At that time, our customer inquired about rental coverage. [redacted] advised per the Vehicle Service Contract under the section labeled “Provider’s Obligations” it states:“Reimburse You for a rental car at the rate of up to $25.95 for every 8 hours (or portion thereof) of labor time required to complete the repair.”On January 20, 2016, DriveTime contacted our customer to reach an amicable resolution. We advised that an in-network repair facility has not updated a claim with [redacted] at this time. We advised once a claim has been updated, DriveTime would be able to review for further assistance. In regard to the rental reimbursement, we advised our customer of the above terms of the Vehicle Service Contract. At this time, no claim has been updated with [redacted] in regard to our customer’s concerns. We encourage our customer to have the vehicle diagnosed at an in-network repair facility and to update a claim with [redacted] for further review.As a good-will gesture, DriveTime applied a $25.00 credit to our customer’s principal balance.We apologize for any inconvenience or confusion this matter may have caused. Should you have any questions or concerns, please contact us by calling us at [redacted]
Sincerely,Justin M.DriveTime Customer Relations Department

December 5, 2016   Jasmine Hill Revdex.com Ph. (602) 212-2232 Fax (602) 263-0997   Re: Complaint # [redacted]   Dear Ms. Hill,   Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.   On April...

30, 2014, our customer entered into a Return Anytime Lease Contract with DriveTime when he leased a 2006 Pontiac Grand Prix. The vehicle came with a life of lease Driver’s Seat Limited Warranty administered by Aeverex. While DriveTime originated the Lease and is the Lessor, Bridgecrest Credit Company is the servicer of the Lease. In addition, as this is a Lease Contract and not a finance contract, our customer’s payments do not accrue interest. Furthermore, the contract is structured with a 0-day grace period subsequently resulting in no accrued late fees. We apologize if there was any misunderstanding regarding the structure of our customer‘s contract.   Bridgecrest offers a variety of different payment options to our customer including Automated Clearing House (ACH). ACH payments are electronic funds transferred from one bank account to another. An ACH debit requires the payee to provide a routing number and bank account number to complete their payment through the recipients online pay service. This method of payment can also be structured for automatic withdrawal. As the transaction is administered by a third party, performed online or by mobile application, Bridgecrest direct services are not used to assist with this process.   Continued... (Full version provided to the Revdex.com)

(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 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

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. On March 18, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2008 [redacted]. At the time of sale, our customer agreed to make 147 bi-weekly payments of $214.03 and 1 final payment of $211.21, beginning April 10, 2015. He also agreed to finance a total of $17,664.58 with a 22.731% Annual Percentage Rate (APR), as outlined on page 1 of the Simple Interest Retail Installment Contract. Our customer has several complaints: price, APR, vehicle history, phone calls, and possibly mechanical issues. DriveTime does not compete on price, nor do we hide it. Vehicle prices are posted online and on every vehicle at our dealerships. We also encourage our customers to research all aspects of their purchase prior to sale. We would also note that the majority of the traffic to our website is to view inventory.  We believe many customers review vehicles and pricing for us and other dealerships prior to coming to our stores. At the time of signing, DriveTime reviews each document with our customers and ensures they understand the information within. By signing these documents, they are asserting that they have read and fully understand the terms enclosed. We encourage our customers to thoroughly review all paperwork before signing the contract. We also record all of our dealership closes and typically review over 1,000 closes each month to confirm that our underwriters are reviewing the documents and major terms with our customers, including price, vehicle history and APR. If our customers are dissatisfied with their purchase for any reason, DriveTime also offers a Vehicle Return Program that allows them to return the vehicle and terminate their Simple Interest Retail Installment Contract within the first five days of their loan. Please refer to page 1 of the Retail Purchase Agreement, under “Vehicle Return Program”: “You will give me the ability to return the Vehicle to DriveTime and rescind this Retail Purchase Agreement so long as I return the Vehicle: 1) To the DriveTime dealership where I purchased it within five calendar days….” At the time of sale, our customer was provided with an Experian AutoCheck Vehicle History Report. The Experian AutoCheck Vehicle History Report may indicate a prior accident record, a former rental or government vehicle, previous registration in a storm area, and/or a theft record. If any of these items were applicable, they would be noted in the “Vehicle Use and Event Check” section on the Experian AutoCheck Vehicle History Report. This document has been attached for your reference. Page one of our customer’s Experian AutoCheck Vehicle History Report notes that the vehicle had been in two accidents prior to the time of sale. Our customer signed this document acknowledging that he understood this information and was satisfied with the condition of the vehicle. When our customers’ accounts fall past due, we contact them and, when they are able to do so, make payment arrangements. We currently do not have any records reflecting our customer requested to have his number placed on our do-not-call list. If our customer wishes to have his phone number added to this list, ending all outbound communication via telephone, he can contact us at 800-965-8043 and we will process his request accordingly. On September 4, 2015, DriveTime contacted our customer and attempted to address his concerns. We advised our customer at this time, we are unable to adjust his APR, but educated him about options for refinancing his loan with a third-party financial institution as one way of potentially lowering his payment amount and/or interest rate. Our customer advised he was also experiencing current mechanical issues with the vehicle. We encouraged him to contact [redacted], the administrator of his Vehicle Service Contract, to begin the processes of having the vehicle diagnosed. Once a claim is on file with [redacted], we will review options to assist with any potential non-covered repairs. Upon further review of this matter, we have determined that if our customer legitimately feels he was unaware of the prior history of the vehicle, we would be willing to rescind his contract. This would involve our customer returning the vehicle to the DriveTime dealership; in turn, we will return his full down payment. We would retain all contract payments for our customer’s use of the vehicle. On September 5, 2015, we contacted our customer and presented him with the above offer. Our customer advised he would review his options and then let us know how he would like to proceed. Should our customer accept this offer, he will be required to sign a Full Settlement and Release of Claims. This settlement offer will remain good until September 19, 2015. We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, DriveTime has credited $25.00 towards 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 800-965-8043. Sincerely, [redacted]DriveTimeCustomer Relations

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 for the business to perform the actions stated to me; and if it does (then and only then), will I consider this complaint resolved.
Best regards,
[redacted]

January 23, 2016Revdex.com Ph. (602) 212-2232Fax (602) 263-0997Re: 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 October 24, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2006 Jeep Grand Cherokee. Included with the vehicle came a 30 day/1500 mile DriveCare Limited Warranty, administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and DriveCare Limited Warranty for your reference.On page 2 of the DriveCare Limited Warranty, under the section titled Coverage Exclusions, it states:“…(2) This Limited Warranty provides no benefits or coverage and We have no obligation under this Limited Warranty for: …(l) a Breakdown caused by collision…”Prior to sale, all DriveTime vehicles are thoroughly inspected 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.At time of sale, DriveTime reviews a document titled “Customer Delivery Checklist” and provide a copy to our customers. Page one of the “Customer Delivery Checklist” under Important Reminder, states:“Our focus in the multi-point point inspection is primarily the safety and reliability of your vehicle…Please ensure you are comfortable with the condition of the vehicle prior to purchasing.”At the time of sale, our customer signed the “Customer Delivery Checklist,” attached for your review.On December 11, 2015, our customer contacted DriveTime and advised that the vehicle was involved in an accident. Our customer requested documentation stating that  the  vehicle  passed  inspection  prior  to  sale.  DriveTime  advised  her  that unfortunately, we would not be able to provide the requested documentation as it is for the internal use of DriveTime. Our customer understood.On January 15, 2016, DriveTime contacted our customer in an attempt to address her concerns and reach an amicable resolution. DriveTime advised her that the documents she has requested are for the internal use of DriveTime employees and we would not be able to provide her with copies of the vehicle’s inspection report that was completed prior to purchase. DriveTime also advised her that due to the vehicle needing repairs after the accident occurred, DriveTime would not be able to provide her assistance with cost of the repairs. Our customer understood.At this time, DriveTime is unable to accommodate our customer’s request for a bill reduction, as we are unable to provide assistance with the cost of repairs caused by a collision. We encourage our customer to contact her insurance carrier for further instruction regarding the repairs.We apologize for any confusion or inconvenience this matter may have caused. As another goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principal balance. We encourage her to contact our Customer Relations Department at 800-965-8043 should she have any additional 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, Diana C.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 October 27, 2012, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2008...

Dodge Avenger. The Simple Interest Retail Installment Contract is included for your review. On February 19, 2015, our customer contacted DriveTime regarding her loan not appearing on her credit report. We advised her of the suppression of our credit reporting and sent a credit rating letter with the details of her account status and credit standing. This letter can be used for reference until credit reporting resumes. We notified our customer of the timeframe for when our reporting would resume, as well. DriveTime has temporarily ceased credit reporting to all three major credit bureau agencies. The cease is due to required system enhancements taking place in the manner DriveTime reports to the credit bureaus. We anticipate these enhancements will be completed no later than the end of March. We apologize for any confusion or inconvenience this may have caused. 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. On March 3, 2015, our customer contacted DriveTime in reference to her prior concerns. We once again advised her of our projected timeframe for credit reporting to resume. On March 10, 2015, our customer contacted DriveTime in regards to the credit reporting issue. She advised that the bank she was working with would not accept the credit rating letter as proof of credit, but instead needed the information to be on file with the credit bureaus. We advised our customer we are working on a resolution to be completed by end of March. On March 11, 2015, DriveTime contacted our customer and advised we could partake in a conference call with her bank to advise them of her credit standing. Our customer advised that her banker was not working that day, and we recommended we try again the next day. On March 12, 2015, our customer contacted DriveTime with further concerns about her credit reporting. We advised once reporting resumes, we would manually update her reporting to reflect the full life of her loan. We submitted a request to our Credit Bureau Dispute team to arrange for this to be done. On March 14, 2015, we contacted our customer and educated her on the above information. Our customer stated her bank was unable to partake in a conference call with DriveTime to discuss her credit standing. At this time, we are unable to accommodate our customer’s request to return her vehicle. As a goodwill gesture, DriveTime has credited $25 to our customer’s principal balance. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On September 9, 2014, our customer entered into a Simple Interest Retail Installment Contract when he purchased a 2008 Chevrolet Impala. Our customer also elected to purchase a 3...

year/36,000 mile Limited Warranty administrated by [redacted]. Included you will find the Simple Interest Retail Installment Contract and Limited Warranty for your reference. On December 29, 2014, our customer called DriveTime to discuss the brake, rotor, and leak issues with the vehicle. Our customer was advised that a claim for the repairs would need to be submitted from the repair facility before any assistance can be researched. On December 31, 2014, the repair facility called in a claim to [redacted] for review. DriveTime reviewed the claim shortly after and an exception was made to cover the needed repairs. On January 2, 2015, we contacted our customer regarding his [redacted] complaint. He stated he was informed that the repairs were being covered and was going to pick up the vehicle later on in the day. 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