DriveTime

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 15, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased...

a 2010 Chevrolet Malibu with 91,820 miles. Our customer purchased a 5 year/50,000 miles Vehicle Service Contract, administrated by Aeverex. Attached you will find the Simple Interest Retail Installment and Vehicle Service Contract for your reference. 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 all documents.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." Additionally, on page one of the "Customer Delivery Checklist" under Maintenance Items, states: "…These maintenance items are subject to replacement only upon failure of the component..." Attached you will the Customer Delivery Checklist for your review DriveTime offers a Vehicle Return Program, which gives our customer the ability to return the vehicle to DriveTime and terminate the Simple Interest Retail Installment Contract. To participate in the vehicle return program, our customer must return the vehicle to the dealership within five calendar days. Attached is the Retail Purchase Agreement for your review. A timeline of our customer’s repair history as follows: ? On June 4, 2015, a repair facility contacted Aeverex and recommended to repair the front and back rotors and brakes at 94,554 miles for noise concerns. The repairs were not covered components under the vehicle service contract. ? On June 30, 2015, the same repair facility contacted Aeverex and recommended to repair the front and back rotors and brakes at 96,866 miles for noise concerns. The repairs were not covered components under the vehicle service contract. On July 2, 2015, we informed our customer we are unable to assist with the brake and rotors repairs since they are maintenance repairs. We advised our customer she has driven 5,046 miles since purchase. DriveTime has attempted to reach our customer via phone to review her concerns and located an account, but have been unsuccessful. We mailed a certified letter to our customer to contact DriveTime to resolve her concerns. We encourage our customer to contact us at ###-###-#### with any questions or 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 ###-###-####. Sincerely, [redacted]. DriveTime Customer Relations

December 2, 2015
[redacted] RevDex.comPh. (602)
212-2232Fax (602)
263-0997  Re: Complaint # 1[redacted]Ms. H[redacted]Thank you for
bringing this matter to our attention. We appreciate the opportunity to address
our customer’s concerns.We have made several
attempts to contact our customer and address his concerns. Attempts to reach
him have been unsuccessful but will continue in an attempt to reach an amicable
resolution. On December 1, 2015,
we sent a letter via priority overnight shipping to our customer’s address on
file. The purpose of this letter was to inform our customer of our attempts to
reach him. We encourage our customer to contact our Customer Relations
Department at 8[redacted] to discuss his concerns. Without any new
information, DriveTime is still unable to accommodate our customer’s request to
refund him the payments made towards his loan with DriveTime. We apologize for any
confusion or inconvenience this matter may have caused. We encourage him to
contact our Customer Relations Department at [redacted] for further
assistance.   DriveTime thanks the RevDex.coms for their ongoing support. Should you have any questions or
concerns, please contact us by calling us at [redacted] Sincerely, Diana C. DriveTimeCustomer Relations

February 1, 2016 Re: Complaint # [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 July 24, 2015, an in-network repair facility updated a claim with [redacted] for the repair of the door handle. [redacted] approved the cost of this repair under the Drivers Seat Limited Warranty for a total of $252.80. On November 4, 2015, our customer contacted [redacted] to inquire about coverage of an oil change and serpentine belt under the Drivers Seat Limited Warranty. [redacted] advised our customer that a serpentine belt is non-covered under the Drivers Seat Limited Warranty, but would qualify for a free oil change every 4,000 under the Drivers Seat Limited Warranty. On January 23, 2016, our customer contacted [redacted] to inquire about coverage on tires and brakes on the vehicle. [redacted] advised per the Drivers Seat Limited Warranty there is one covered brake pad replacement during the life–of-lease, however tires are non-covered components. At this time, [redacted] has not received an updated claim from an in-network repair facility since July 24, 2015. As a good will gesture, DriveTime will make an exception to the Drivers Seat Limited Warranty to waive the first hour of diagnosis time to have our customer’s concerns addressed. Once a claim has been updated with [redacted], DriveTime will be able to review for further assistance for our customer. DriveTime has made several attempts to contact our customer to reach an amicable resolution. As an additional goodwill gesture DriveTime has applied a $25.00 credit to our customer’s account. Sincerely, DriveTime Customer Relations Tell us why here...

For full response please see attached. On October 6, 2017 and October 10, 2017, [redacted] made two outgoing calls to our customer to inquire about the status of the modification documents. On both occasions, our customer informed us she would be taking the necessary steps to complete and...

return the documents as soon as possible.   On October 13, 2017, [redacted] contacted our customer to explain the requested modification agreement has since expired and she would need to set arrangements for payment on the account. Our customer disconnected the call before any further arrangements could be set.   On October 17, 2017, [redacted] contacted our customer to discuss her concerns. As a gesture of goodwill and in an attempt to reach an amicable resolution, we advised her we would be willing to honor our customer’s request to complete a loan modification to defer three of her bi-weekly payments to the end of her loan once she is able to satisfy one biweekly payment on the account. Additionally, we informed her she will be required to complete and return the provided loan modification documents in a timely manner. Our customer expressed satisfaction with this outcome and the call was ended on amicable terms.

January 13, 2016 Revdex.com Re: Complaint # [redacted] 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 20, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2009 Chevrolet Impala. Our customer also purchased a 5 year/50,000 mile Vehicle Service Contract, administrated by Aeverex. Attached you will find the Simple Interest Retail Installment and Vehicle Service Contract for your reference. On January 4, 2016, an in-network repair facility updated a claim with [redacted] for the repair of a transmission overhaul. [redacted] approved the cost of this repair under the Vehicle Service Contract for a total of $2,674.90.  On January 7, 2016, DriveTime contacted our customer to reach an amicable resolution. DriveTime approved for our customer to terminate her current Simple Interest Retail Installment Contract and enter into a new Simple Interest Retail Installment Contract because of the difficulties she had been experiencing. In addition, our customer was presented the offer to rescind her Simple Interest Retail Installment Contract and DriveTime would refund her full down payment of $600.00.  On January 8, 2016, our customer returned the vehicle to a DriveTime dealership to rescind the Simple Interest Retail Installment Contract, at that time: Our customer agreed to:  Release the Vehicle to DriveTime possession DriveTime agreed to: Rescind the Simple Interest Retail Installment ContractDelete trade lines from all three credit reporting agenciesRefund full down payment of $600.00 to our customer We apologize for any inconvenience or confusion this matter may have caused. Sincerely, DriveTime Customer 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 until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

September 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 August 26,...

2016, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2015 Dodge Dart. Attached you will find a copy of the Contract for your review. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. At the time of sale, our customer was provided with a temporary license plate while the vehicle registration was being completed. Our customer was provided with a 20 day temporary plate and was to be given the complete registration by September 14, 2016. In the state of New York, DriveTime uses a third party title vendor to complete titling and registration for our vehicles. DriveTime submitted all necessary paperwork to the third party title vendor on September 7, 2016. The typical timeframe for the registration to be complete is within a weeks time. Our vendor had informed us on September 14, 2016 that they submitted the documentation late to the state DMV by their mistake. On September 22, 2016, our customer received her complete registration. This was 8 days after her temporary registration had expired. It is not within our normal business practices to provide registration to our customers after their temporary registration has expired.   We apologize for any confusion or inconvenience this matter has caused. DriveTime spoke with our customer on September 26, 2016 and apologized for the registration delay. As a gesture of goodwill, DriveTime has provided our customer with a $50.00 credit to her principal balance. (Full response 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 January 2, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2007 Chevrolet Trailblazer. Our customer opted...

to purchase a 5 year/50,000 mile Vehicle Service Contract, administered by [redacted]. Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference. On January 29, 2015, our customer contacted [redacted] with concerns about the vehicle’s windshield wiper blades, tire pressure sensors, air filter, and emission system. [redacted] advised our customer these items are not covered under the Vehicle Service Contract. At this time, no claims have been filed with [redacted] by a repair facility. On February 6, 2015, our customer contacted DriveTime to see if she could get payment assistance due to the out of pocket repairs needed on the vehicle. We advised our customer to send in her paid receipts once the repairs are completed, and we would review for options to assist. While our customer has provided us with invoices, no paid receipts have been received at this time. On March 31, 2015, we contacted our customer and addressed her concerns. We are currently working towards an amicable resolution. We encouraged our customer to take the vehicle to a repair facility to get the issues diagnosed. Our customer agreed to take her vehicle to a repair facility on April 7, 2015. Once a claim has been filed with [redacted], we will review for options to assist. At this time, we are unable to accommodate our customer’s request to trade in the vehicle, get a lower interest rate, or be provided with the balance owed on the vehicle.As a goodwill gesture, DriveTime has applied $25 to our customer’s principal balance.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely,DriveTimeCustomer Relations

April 15, 2015[redacted]BetterBusiness BureauPh.[redacted]Fax[redacted]   Re:Complaint # [redacted]DearMs. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On March 26, 2012, our...

customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2005 Chrysler Pacifica. Our customer’s vehicle came with a 30 day/1500 mile DriveCare Limited Warranty. Attached you will find the Simple Interest Retail Installment Contract and the Limited Warranty Agreement for your reference. At the time of sale, our customer was provided an Experian AutoCheck Vehicle History Report. The Experian AutoCheck Vehicle History Report may indicate a prior accident record, a rental or government  , registered in a storm area, and/or a theft record.    If any of the items were applicable, these items would be noted in the Vehicle Information section on the Experian AuthoCheck History report. Our customer signed and acknowledged that the vehicle had no accidents prior to purchase. At the time of sale, Ms. [redacted] signed and reviewed the What You Need to Know about Financing a Vehicle with DriveTime. On page one under subtitle Vehicle Inspection, it states: “You are purchasing a used vehicle which may have had paint or body work we didn’t perform and are not aware of. You had an opportunity to inspect you vehicle and are satisfied with it.” Additionally, on page two of the What You Need to Know about Financing a Vehicle with DriveTime under subtitle Title History Report-Unreported Information it states: “…We give this report to you as a courtesy. Use and damage information about the vehicle not listed on the report given to you may appear on reports created by other private businesses (for example, CarFax) or on an AutoCheck report obtained after you purchased the vehicle. You should research the vehicle thoroughly before purchasing and fill out the AutoCheck Report Buyback Protection Registration From after purchasing.” On February 20, 2015, our customer’s auto pay was cancelled due to insufficient funds. On March 9, 2015, our customer contacted DriveTime in regards to her payment that was past due on February 20, 2015 and March 7, 2015. Our customer was advised that due to insufficient funds, her auto pay was cancelled. Our customer paid both past due payments of $205.50 and a processing fee of $4.50 per payment.  When payments are authorized over the phone, a fee of $4.50 is assessed per payment.  On April 6, 2015, our customer contacted DriveTime in regards to her payment that was two days past due. Our customer paid her past due payment of $205.50 and a processing fee of $4.50. Our customer was re-enrolled in auto pay and will be in effect for the upcoming payment on April 18, 2015. On April 13, 2015, we reached out to our customer to address her Revdex.com inquiry. We informed our customer that payments made over the phone are subjected to a processing fee. We also confirmed that her auto pay is now setup. Our customer advised that her check engine light is on and has been on for the past eight months. We advised our customer that her warranty is currently expired, however, that if a shop provides an estimate for repairs, we could review it for possible assistance. At this time, we are unable to accommodate our customer’s request to lower payments, lower the price of the vehicle, or pay of the loan. As a goodwill gesture, DriveTime has mailed $25 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,DriveTimeCustomer Relations

October 22, 2014
Lyndsey Mullens
Revdex.com
Ph. ###-###-####
Fax ###-###-####
Re: Complaint # [redacted]
Dear Ms. Mullens,
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On October 29,...

2010, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2005 Chrysler Pacifica.
On September 6, 2014, our customer took advantage of our DriveTime Champ Program and upgraded from her 2005 Chrysler Pacifica to a 2009 Hyundai Sonata. At the time of sale, our customer elected to purchase the following optional products: GPS SkyLink service, vehicle service contract and GAP coverage, administered by Aeverex.
Our Champ Program allows our customers to trade in their vehicle with typically no money down and possible lower APR. Our customers qualify for this program when their remaining balance is $4,500 or less and payments have been made on time.
At the time of sale our customer’s APR went from 27.829 % to 23.228%.
On September 09, 2014, our customer utilized the Vehicle Return Program. Later that day, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2010 Chrysler Sebring. At the time of sale, our customer elected to purchase the following optional products: GPS SkyLink service, vehicle service contract and GAP coverage, administered by Aeverex. Included you will find the Simple Interest Retail Installment Contract, GAP coverage, GPS SkyLink, and the Vehicle Service Contract for your reference.
DriveTime offers a Vehicle Return Program, which allows our customers the ability to return the vehicle and terminate their contract. Our customers must return the vehicle to
the dealership they purchased from within five (5) calendar days. Attached is the Retail Purchase Agreement for your review.
On September 16, 2014, our customer contacted us requesting to cancel her GPS Skylink service. We advised our customer the GPS Skylink service is not refundable. However, as a one-time courtesy, we offered our customer the opportunity re-contract without the GPS SkyLink service. To date, our customer has not visited our dealership to re-contract. This offer has expired.
At this time, we are unable to accommodate our customer’s request to lower her interest rate. As a goodwill gesture, DriveTime has credited our customer’s principal balance $495.00 for the GPS SkyLink service. We encourage our customer to contact Aeverex regarding GAP coverage cancellation.
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 May 24, 2011, our customer entered into a Simple Interest Retail Installment contract with DriveTime when he purchased a 2004 Nissan Titan. Our customer purchased a 3 year/36,000...

miles limited vehicle service contract, administrated by DriveTime which is now being administered by Aeverex. Attached you will find the Simple Interest Retail Installment and Vehicle Service Contract for your reference. On November 14, 2014, our customer contacted us in regards to some recent out of pocket expenses for which he was seeking a loan deferment modification. We requested he send the receipts for the expenses to assess for assistance. On November 21, 2014, we informed our customer that he was not currently eligible for any payment extensions due to having only made two payments within the previous 45 days. On November 28, 2014, we reached out to our customer to explain our deferment process and offer a payment extension as an exception. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principal balance. 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

May 22, 2015 [redacted]Revdex.comPh. [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 September 6,...

2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2011 Ford Fusion. Attached you will find the Simple Interest Retail Installment Contract for your reference. DriveTime’s Champ Program allows our customers to trade in their vehicles, typically with little to no money down and a possible lower APR. Our customers qualify for this program once their remaining principal balance is at $4,500 or less.At the time of sale, our customer signed a Retail Purchase Agreement, which has been attached for your reference. On page two of the Retail Purchase Agreement, it is stated:“Purchaser acknowledges receipt of a copy of this Agreement. No oral agreement or understandings apply.”On May 18, 2015, we contacted our customer and attempted to address his concerns. We went over the above information and advised our customer of other options he could look into, such as trading the vehicle in at a [redacted] dealership or refinancing his loan with an outside financial institution. While our customer was not fully satisfied with the information we were able to provide, he demonstrated an understanding of the situation.At this time, DriveTime is unable to accommodate our customer’s request to trade in the vehicle for a different DriveTime vehicle. We encourage our customer to contact us at [redacted] with any further questions or concerns that may arise.As a goodwill gesture, DriveTime has credited $25.00 to our customer’s principal balance.DriveTime thanks the Revdex.com for their continued support. If you have any questions, please contact us at [redacted]. Sincerely,[redacted].DriveTime Customer 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 until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

January 26, 2015 [redacted] Revdex.com [redacted]
[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 November 28, 2014, our customer entered...

into a Closed End Motor Vehicle Lease Contract with DriveTime, when she leased a 2005 Chevrolet Equinox. All lease vehicles come with a Life of Lease Limited Warranty, administrated by [redacted]. Included you will find the Closed End Motor Vehicle Lease and Life of Lease Warranty for your reference. 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, it will not be replaced. 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 purchasing." Additionally, on page one of the "Lease Vehicle Inspection Checklist" under Maintenance Items, states: "…These maintenance items are subject to replacement only upon failure of the component..." At the time of sale, our customer signed and dated the "Lease Vehicle Inspection Checklist." Attached you will the Lease Vehicle Inspection Checklist for your review. A timeline of our customer’s repair history is as follows: December 4, 2014, a repair facility contacted [redacted] and recommended repairs on the radiator, bypass hose, and wheel bearings. [redacted] approved the repairs under the Life of Lease Limited Warranty.  December 8, 2014, a repair facility contacted [redacted] and recommended repairs on the thermostat and water pump. [redacted] approved the repairs under the Life of Lease Limited Warranty. December 16, 2014, a repair facility contacted [redacted] and recommended an oil pan drain plug. [redacted] approved the repairs under the Life of Lease Limited Warranty. On December 15, 2014, our customer contacted us, stating the vehicle has been in the repair facility and has not been able to use it. We made an exception and offered to credit our customer per diem ($16.11) for each day the vehicle was in the repair facility. Our customer vehicle was in a repair facility for a total of seven days. On December 17, 2014, our customer’s semi-monthly payment for $225.64 came due. On December 18, 2014, we applied the per diem credit to our customer’s account for $112.82. On January 2, 2015, our customer’s semi-monthly payment for $225.64 came due. Later that day our customer contact us and stated she no longer wanted the vehicle. She requested we pick up the vehicle and refund her down payment. We informed our customer it is a return anytime lease with no refund. In addition, she had made no payments on her lease. On January 6, 2015, the vehicle was recovered per our customer’s request and the lease was terminated. On January 26, 2015, we contacted our customer and came to amicable resolution. We agreed to refund our customer $348.80 and she will be required to sign a Full Settlement and Release of Claims, if she chooses to take advantage of this office. This settlement offer is good until February 2, 2015. 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, DriveTime ?

I am not accept this beacause I have tried several times to try to resolve these issues whit them and they have gving me the run around

I am not satisfied and I would like to keep this claim open because I haven't had a chance to bring my car into the dealership to have them give me an estimate yet and Drivetime has not yet been able to confirm that they will either 1) pay for the repairs 2) Change me into another car.

January 28, 2016   Revdex.com   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.   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 January 24, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2006 Jeep Commander. Our customer also purchased a 5 year/50,000 mile Vehicle Service Contract, administrated by Aeverex. Attached you will find the Simple Interest Retail Installment and Vehicle Service Contract for your reference.   On November 20, 2015, an out-of-network repair facility updated a claim with Aeverex for the repair of the engine, oil and coolant. Aeverex approved the costs of these repairs for a total of $4,728.48 under the Vehicle Service Contract.   On January 22, 2016, DriveTime contacted our customer to reach an amicable resolution. We advised our customer if she was still experiencing mechanical concerns with the vehicle to have the vehicle diagnosed at a repair facility and a claim updated with Aeverex. Once an updated claim was submitted, DriveTime would be able to review for further assistance.  In addition, we advised our customer we could reimburse up to $75.00 for towing of the vehicle, but we would not be able to assist up front because of the delinquent status of the account.    At this time, no updated claims have been called into Aeverex. We encourage our customer to obtain an updated estimate on the vehicle to review for further assistance.   As a good-will gesture, DriveTime applied a $25.00 credit to our customer’s principal balance.   Sincerely, DriveTime Customer Relations Tell us why here...

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.If this company doesn't feel like this car was sold to me with bad rotors that were already wearing out, then why offer anything at all? To say that I drove the car 9900 miles is absurd because I have owned several cars and rotors and brakes don't usually get replaced every 10k miles. When I initially contacted them about the brakes that wasn't the mileage and how would customer relations know the mileage when only Averex asks the mileage on the car when you call in, not drive time customer service or customer relations. I did some research on these cars and pretty much every forum online about a Dodge Journey references complaints about the brake system failing even on brand new cars.  Also, customer relations left me a voice mail about the decision made after they made me contact a shop 150 miles away for the diagnostic (which was already done on Saturday) and after [redacted] refused to send a diagnostic because drive time coincidentally terminated their contract with them after I filed this complaint with Revdex.com. Drive Time didn't mention anything about $50 toward a diagnostic test because they knew the diagnostic test was completed, but they did offer to defer one $220 payment after I submit a receipt proving I have already had the work done and paid out of pocket and $312 was the lowest estimate I got. Four other mechanics in the city I reside quoted me from $370 to $475. Am I being forced to drive another 150 miles to pay $312? This is ludacris. But none of what customer relations offered me was mentioned in their response and if they are right or don't feel liable in any way, why offer anything? What I was offered was an insult and this morning around 645am something popped under my front driver side wheel and the brakes continously getting worse. By the time I'm able to get to Champion in Columbia SC, I may not have brakes at all. I could've at least been offered a loaner car while mine is not working properly because the problem is only getting worse. I am not satisfied.Regards,[redacted]

September 18, 2015   Revdex.com [redacted]
[redacted] 
*
[redacted]      To Who It May Concern:   Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. ...

  On October 25, 2014, our customer entered into a Closed End Motor Vehicle Lease with DriveTime, when he leased a 2006 Chevrolet Cobalt. The vehicle came with a life-of-lease Drivers Seat Limited Warranty, administered by Aeverex. The contract states our customer was allotted 61,151 miles during the life of the lease.  Included you will find the Closed End Motor Vehicle Lease and the Driver’s Seat Limited Warranty Agreement for your reference.   DriveTime does not compete on price, nor do we hide it. We encourage our customers to research all aspects of their lease prior to contracting. In fact, the majority of people who visit our website review inventory. We believe a large number of our customers review inventory online, including vehicle pricing, before coming to our dealerships.   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 review all paperwork thoroughly before signing the contract. In addition, we record all of our closings, and a centralized group typically reviews in excess of 1,000 closings each month to ensure adherence to our standards, including the disclosure of all terms.    The Driver’s Seat Limited Warranty comes with a Driver’s Seat Maintenance Program. This program offers select maintenance services through Aeverex at no cost to our customers. On page five of the Driver’s Seat Limited Warranty, under “Covered Maintenance Services,” it is stated:   “During the term of the Drivers Seat Maintenance Program, Customer is eligible to receive the following maintenance services (“Covered Maintenance Services”) at the service intervals indicated below:... Oil Change: Max one (1) per 4,000 mile interval, measured from the Current Odometer.”   At this time we do not have any records indicating our customer has ever taken the vehicle to an in-network repair facility to have an oil change completed.   DriveTime’s “Cancel Anytime Lease” states on page two of our customers Closed End Motor Vehicle Lease contract under bullet number “10. Mileage”:   “ALLOWED MILEAGE: you are allowed to drive 61,151 miles during the scheduled lease term. During the Lease, The allowed mileage at any time equals (i) the miles per payment scheduled periodic payments) times (ii) the number of scheduled periodic payments already due. This result is the prorated allowed mileage.   EXCESS MILEAGE CHARGE: The excess mileage charge will equal the rate per mile stated in Item 1 above times(i) at scheduled lese end , the miles in excess of the permitted mileage during the scheduled lease term or (ii) at early lease end, the miles in excess of the prorated permitted mileage at early lease end…”   On September 9, 2015, our customer elected to return the vehicle to DriveTime and cancel his lease contract. Per the terms of the contract, our customer had driven his vehicle over the allotted mileage by 1,721, which totals $344.20 in excess mileage fees. Although the customer would be responsible for this cost with DriveTime, we do not report to the credit reporting agencies our lease customers’ payment history.  We also do not pursue these unpaid balances, unless he wished to do business with DriveTime in the future.  This lease was also a return anytime lease meaning that the customer has no further responsibility for lease payments after they return their vehicle to us, unlike almost every other retail lease on the market today.   We have made several unsuccessful attempts to contact our customer to discuss his concerns. On September 16, 2015, we sent a letter 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 800-965-8043, to discuss his concerns.    We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has mailed a $25.00 American Express gift card to the 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]
DriveTime Customer Relations