DriveTime

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns On July 3, 2015, our customer contacted [redacted] with concerns about a noise when backing the vehicle up. [redacted] referred our customer to an in-network repair facility to have the vehicle diagnosed. On July 6, 2015, an in-network repair facility filed a claim with [redacted] for the accessory drive belt tensioner, lower ball joints, upper control arms, brake pads, rotors, and brake diagnosis. [redacted] approved all repairs and diagnostic fees in full under the terms of the DriveCare Limited Warranty. On July 10, 2015, DriveTime’s Customer Relations department contacted our customer in response to concerns she had voiced about non-covered repairs that were needed on the vehicle. We advised we would review an estimate for possible assistance, then contacted [redacted] and advised them to accept an upcoming claim for a broken grill and door. Later that day, our customer contacted [redacted] about the above-mentioned grill and door. [redacted] referred our customer to an in-network repair facility to have the vehicle diagnosed; however, no claim was ever filed with [redacted] in regard to this matter. On July 13, 2015, our customer contacted [redacted] with concerns about a tire issue, rust under the vehicle, and the steering wheel vibrating. [redacted] referred our customer to another in-network repair facility to have the vehicle diagnosed. That day, an in-network repair facility called a claim into [redacted] for the left-rear caliper. [redacted] approved all repairs and diagnostic fees in full under the terms of the DriveCare Limited Warranty. On July 20, 2015, our customer contacted [redacted] about a no-start issue with the vehicle. [redacted] encouraged our customer to have the vehicle towed to an in-network repair facility for further diagnosis. On July 22, 2015, an in-network repair facility filed a claim with [redacted] for the steering column and steering diagnosis. [redacted] approved all repairs and diagnostic fees in full under the terms of the DriveCare Limited Warranty. On July 23, 2015, we contacted our customer and attempted to address her concerns. At that time, our customer advised the vehicle was operating well. We advised our customer to contact [redacted] if any further mechanical concerns with the vehicle were to arise. If our customer is still experiencing issues with the vehicle, we encourage her to contact [redacted] at [redacted]. Once a claim has been filed, if any repairs are not covered under the terms of the DriveCare Limited Warranty, we will review potential options to assist. Likewise, we encourage our customer to contact our Customer Relations department with any further questions or concerns at ###-###-####. 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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address the consumer’s concerns.   The actions described in the consumer’s correspondence is not within DriveTime set standards of service and support. We have found the consumer was provided with incomplete...

information regarding the required documentation needed to use unemployment benefits for their proof of income. Per DriveTime’s policy, there are additional documents a consumer must bring in, along with their proof of unemployment benefits.  In this instance, the consumer did not have the additional documentation to meet our proof of income requirements.   Our sales associate, who was initially corresponding with the consumer, was driving to another dealership in the region and was not present when he arrived on July 29, 2017. It was at that time our sales manager informed our consumer that we would accept unemployment benefits as a source of income, however, he must provide us additional documents relating to unemployment. We apologize for the confusion this matter has caused as we did not properly educate our consumer on our required stipulations for financing with DriveTime. We are actively seeking all training opportunities and appropriate corrective action internally in relation to this matter.   DriveTime contacted the consumer on August 7, 2017 to provide the abovementioned explanation. As a gesture of goodwill, we have sent a $25.00 American Express gift card to his address listed on the complaint. The consumer expressed satisfaction with our resolution and the call was ended on amicable terms.

I was told by a representative, that all owed was the 154 in July. The deferment they told me about, still holds me accountable for the customer service reps mistake. I feel after all the mess up, I feel they should credit my account. I also feel Drivetime should give me a free month for this issue. The customer relations department called me, and he was really rude. He also didn't satisfy my issues, that has been going on since July. Im behind because of the mistake and feel I shouldn't be held responsible for the issue. If they can do what I have stated above, I will be satisfied. They just seem to keep coming up with excuses for the mess up to cover themselves, rather than a solution. I'll wait to hear back. I just got a voicemail today stating I'm still behind, after all of this and I need to call them about past due. Still getting calls even though they are stating such things here. Waiting for response. Thank you, [redacted])

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns. DriveTime requires a customer be in their loan 6 months prior to making any modifications on their loan. At the time our customer contacted DriveTime to request a frequency change, he had only been in his loan for 5 months. At this time, DriveTime has accommodated our customer’s request and a frequency change has been applied to his account. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [redacted] DriveTime Customer Relations Department

September 11, 2015 Revdex.comPh. [redacted]Fax [redacted] 
 Re: Complaint # [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 November 24,...

2008, before purchasing a vehicle with DriveTime, our customer filed for Chapter 7 bankruptcy. This bankruptcy was discharged on March 18, 2009. On April 25, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2006 [redacted]. 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 the three major credit bureaus, and they have uploaded our customers’ account information for public viewing. 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. After a recent extensive review, we determined that there were serious questions about our ability to report bankruptcy accounts accurately. As a result, we were temporarily unable to report accounts with previously filed bankruptcies, in order to ensure no inaccurate reporting occurred. This change was also required to ensure DriveTime was in compliance with the [redacted]. At this time, DriveTime has found a resolution to report accurately for accounts that have had a previously discharged bankruptcy. This update should reflect on our customer’s credit reporting within 30-60 days. We will be reinstating these trade lines with [redacted], [redacted], and [redacted] We have made several unsuccessful attempts to contact our customer to discuss his concerns. 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 applied a $25.00 credit to our customer’s principle 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

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.
First of all this is the second car I have purchased from Drive Time within the last month. The first car I bought was on March 2, 2015 when I drove the car off the lot I knew something was wrong with the 2008 BMW. I took it straight to a certified BMW Mechanic; the Mechanic notified me that the Cadillac Converter was damaged. The very next day March 3, 2015 I took the car back to Drive Time and I explained to them that I needed my money returned or I needed another car. Drive Time told me that they had a similar car at another location and they would send someone to get it for me. On March 5, 2015 I returned to Drive Time and I received a 2009 528i BMW. A car salesman named [redacted] took me on a test drive in the vehicle. I asked [redacted] did he hear any noises and he acknowledged that it sounded like it could have possibly been the brakes. After I drove off the lot I took the car to a certified Mechanic and true enough it was the brakes and the struts making sounds. I called Drive Time and explained to them that I wanted these issues resolved. I was told that I had a warranty on my car and to call my insurance company. I called my insurance company to explain the situation and the insurance company then sent an investigator out to see what the problem was. Before the investigator left the shop he told the Mechanic that there was nothing wrong with the car. The investigator rode in the car and heard the noises he did not want to acknowledge that there was anything wrong with the car. The investigator said that they were not compensating me with anything and the decision was final. The investigator made that decision without talking to management first. Since then I notice that my hood wouldn’t close tightly I went to an auto-body mechanic and he said that the reason why the hood wouldn’t close completely was because the car had been hit before in an accident. I discussed this additional situation with Drive Time and I was told that the issues I have with this car are my responsibility now. I gave Drive Time $5,000 dollars cash as a down payment and they wont even fix the issues with the car, which is totally not fair and unprofessional. I’m driving a broken down car I want the car fixed of my money back. I bought a $2,800 dollar warranty that is not advantageous to me at all, and not to mention I had just purchased this car one week before all these problems started happening and if the car had been inspected properly by a reputable mechanic and a auto body mechanic they would have known that cheap brakes were put on the car instead of the original BMW brakes which is a safety hazard. I spoke with Drive Time today and they want me to come out of my pocket and pay for the damages and in return they will give me partial deferred payments on my car note. This is not acceptable and I want my money back. This car is a pure lemon and it is not safe. 
Regards,
[redacted]

Re: Complaint # [redacted] Dear [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns On June 29, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased...

a 2006 [redacted] Liberty. The vehicle came with a 30 day/1,500 mile DriveCare Limited Warranty, administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and DriveCare Limited Warranty Agreement for your reference. At the time of sale, our customer opted not to purchase the optional 5 year/50,000 mile Vehicle Service Contract that DriveTime offers to all their finance customers. Our customer signed an Optional Products Disclosure that showed she would not be purchasing this product. The Optional Products Disclosure has been included for your reference.All DriveTime vehicles are thoroughly inspected at our DriveTime inspection centers prior to sale. 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 the Customer Delivery Checklist under “Important Reminder,” it is stated: “Our focus of the multi-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.” Additionally, on the Customer Delivery Checklist under “Maintenance Items,” it is stated: “These maintenance items are subject to replacement only upon failure of the component.” Attached you will find the Customer Delivery Checklist for your reference.On July 3, 2015, 4 days into the loan, our customer contacted [redacted] with concerns about a noise when backing the vehicle up. [redacted] referred our customer to an in-network repair facility to have the vehicle diagnosed. At the time of sale, our customer signed a document titled “What you need to know about financing a vehicle with DriveTime” that states under “Vehicle Return Program”: “If all required conditions are met, DriveTime will give you the ability to return the vehicle to DriveTime and terminate your contract within five calendar days of purchase (excluding the date of purchase, Sundays and days we are closed for holidays).” Attached you will find the above-mentioned document for your reference. On July 6, 2015, an in-network repair facility filed a claim with [redacted] for the accessory drive belt tensioner, lower ball joints, upper control arms, brake pads, rotors, and brake diagnosis. [redacted] approved all repairs and diagnostic fees in full under the terms of the DriveCare Limited Warranty. On July 10, 2015, DriveTime’s Customer Relations department contacted our customer in response to concerns she had voiced about non-covered repairs that were needed on the vehicle. We advised we would review an estimate for possible assistance, then contacted [redacted] and advised them to accept an upcoming claim for a broken grill and door. Later that day, our customer contacted [redacted] about the above-mentioned grill and door. [redacted] referred our customer to an in-network repair facility to have the vehicle diagnosed; however, no claim was ever filed with [redacted] in regard to this matter. On July 13, 2015, our customer contacted [redacted] with concerns about a tire issue, rust under the vehicle, and the steering wheel vibrating. [redacted] referred our customer to another in-network repair facility to have the vehicle diagnosed. That day, an in-network repair facility called a claim into [redacted] for the left-rear caliper. [redacted] approved all repairs and diagnostic fees in full under the terms of the DriveCare Limited Warranty. On July 20, 2015, our customer contacted [redacted] about a no-start issue with the vehicle. [redacted] encouraged our customer to have the vehicle towed to an in-network repair facility for further diagnosis; they also advised our customer that they would reimburse her up to $75.00 for towing once paid receipts had been provided. On July 21, 2015, we contacted our customer and addressed her concerns. Our customer advised that the vehicle had already been taken back to a repair facility, but they had not provided an estimated time of completion for the repairs. We contacted [redacted] to find out the status of the vehicle and advised our customer we would follow up with more information. On July 22, 2015, an in-network repair facility filed a claim with [redacted] for the steering column and steering diagnosis. [redacted] approved all repairs and diagnostic fees in full under the terms of the DriveCare Limited Warranty. On July 23, 2015, we contacted our customer and came to an amicable resolution. We confirmed that our customer’s vehicle was operating well and assisted her with setting payment arrangements on her account for her upcoming payment. We encouraged our customer to contact us with any further questions or concerns at 800-965-8043. As a goodwill gesture, DriveTime has applied a $25.00 credit toward 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]DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns.At the time of purchase our customer signed and reviewed the Customer Delivery Checklist. 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..."At the time of sale our customer signed and reviewed the Retail Purchase Agreement. On page one, under subsection Vehicle Return Program, it states:"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 (excluding the date of purchase, Sundays, and days DriveTime is closed for holidays), no later than the close of business on the fifth calendar day."On May 5, 2015, a Goodyear initiated a repair claim with Aeverex. After performing a diagnosis, the repair facility reported repairs needed for rotor resurfacing. Aeverex approved the cost of the diagnosis and the repair for the rotors at a total of $325.95.On May 23, 2015, an original equipment manufacturer (OEM) filed a repair claim with Aeverex. The OEM reported repairs needed for the radio and one tire pressure sensor. Aeverex approved the cost of the diagnostic fee and all reported repairs for a total of $901.15.On June 1, 2015, the OEM updated the claim to include a radio control panel and the other three tire pressure sensors. Aeverex approved the updated repairs for a total of $812.31.On June 3, 2015, DriveTime Customer Relations contacted our customer to address her concerns. We referenced the approval made on June 1, 2015, and asked our customer if she was still experiencing any issues. Our customer explained she was still having issues with the tire pressure sensors. We encouraged our customer to return the vehicle to the OEM to address her concern related to the previous repairs.As of June 18, 2015, no new repair claim has been filed to verify our customer’s mechanical concerns.Our customer’s descriptions of DriveTime’s actions in her correspondence is not reflective of our efforts to work with her and our standard of service and support. We have informed her that in order to review possible options for assistance, we request that she return her vehicle to the OEM to verify her mechanical concerns. Our customer declined proceeding with this process.Without any new information, DriveTime is still unable to accommodate our customer’s request. Once a new claim is filed with Aeverex we can review what options might be available for our customer.Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,[redacted]DriveTime Customer Relations

For full response, please see attached.   On December 8, 2015, our customers contacted DriveTime to schedule an appointment to visit the dealership to review potential vehicle purchases. The co-buyer on the account advised his wife would be able to cosign for the loan and that they would...

be visiting later this day.  With any potential customer, they may visit www.DriveTime.com to begin an approval process. They are required to provide the following information: ·         Name ·         Phone number ·         Zip code ·         Address ·         Email address ·         Monthly income ·         Social security number ·         Birthdate  Once the online process is completed, a pre-approval page is sent via email, text, mail, and/or phone. While the customer is pre-approved for financing with us at this time, the approval is subject to our receipt of documentation from the customer. This allows us to confirm the identity of the customer and the accuracy of the information provided to us, including proof of income and residence and driver’s license. This information is critical for ensuring the customer’s desired financing is affordable for them. We strive to work with all of our customers to find the right vehicle and financing options available. If an individual is unable to satisfy the requirements to finance a vehicle with DriveTime, a higher down payment or a co-buyer may be needed to increase the total monthly income to establish new stipulations for financing a vehicle with DriveTime. We encourage our customers research and analyze all aspects of their interest in purchasing prior to completion.

April 24, 2015 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 May 21, 2014, our customer entered into a...

Closed End Motor Vehicle Lease Contract with DriveTime when he leased a 2007 Mercury Milan. Included you will find the Closed End Motor vehicle Lease Contract for your reference. DriveTime believes customer retention is one of the most important benchmarks of any company. At DriveTime, our success is measured in no small part, on the impressions we leave. Our belief is those impressions greatly impact how our customers remember and express DriveTime to their family and friends. DriveTime offers our customers a Loyalty Referral program. If our customer refers someone to DriveTime, our customer may receive a credit amount based off the number of referrals that purchases a vehicle. On March 20, 2015, our customer was informed there is no record of him referring a customer to DriveTime. He was encouraged to contact the person he referred and the dealership he purchased from to discuss the referral process. On April 15, 2015, we informed our customer that the referral credit information was submitted by the dealership today and a $200 credit would apply to his account within 7- 10 business days. Our customer was encouraged to continue to make his payments on time until the credit posts to his account. On April 21, 2015, we informed our customer that we confirmed his Loyalty credit was submitted correctly on April 15, 2015. We informed our customer it could take up to 10 business days for the credit to apply and we were unable to expedite this process. As a goodwill gesture, DriveTime has applied a $50 to our customer’s account. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [redacted] DriveTime Customer Relations

For full response, please see attached. At the time of our review, our customer’s account was 44 days delinquent. After speaking with her on February 6, 2017, there was no further communication from our customer to DriveTime or her VSC administrator. Bridgecrest made daily attempts to reach our customer after this date in an attempt to resolve the delinquency. We were unsuccessful in our attempts to reach our customer and the vehicle was subsequently recovered in April due to non-payment.   At this time, we are reporting the account accurately to the three major credit bureaus and are therefore unable to honor our customer’s request to waive the deficiency on our customer’s account or have the trade line deleted. We apologize for any frustration or inconvenience this matter may have caused.

December 29, 2015   Revdex.com Ph. (602) 212-2232 Fax (602) 263-0997    Re: Complaint # [redacted]
* To Whom It May Concern:   Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. We engage potential...

customers in several different ways.  Potential customer’s interested in financing a vehicle with us may visit www.DriveTime.com to view inventory, pricing and/or begin an approval process. They are required to provide the following information for the approval process in addition to what is requested online: • Name • Phone number • Zip code • Address • Email address • Monthly income • Social security number • Birthdate   Our approval is subject to our receipt of documentation from the customer that allows us to confirm the identity of the customer and the accuracy of the information provided to us, including proof of income, proof of residence, and driver’s license.  We also work with third parties who solicit people interested in obtaining vehicle financing, again usually online.  When people express an interest in a vehicle or financing to one of these third parties, they agree to be contacted by the third party or someone the third party may be working with, such as DriveTime, to provide vehicles and/or financing.  The information we request is critical to ensuring the customer's desired financing is affordable for them.  We work with our customers to understand their sources of income and can accommodate more unique customer situations than other sources of financing for these customers.  However the financing we offer is still subject to sound underwriting practices, which may include some terms that may not be acceptable to a prospective customer.  Our goal is successful financing for our customers.   Continued…   (Full version provided to the Revdex.com)

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On November 20, 2013, our customer entered into a retail installment contract with DriveTime when he purchased a 2009 Chevrolet Cobalt. Attached you will find...

the Retail Installment Contract Agreement for your reference. We have made several attempts to contact our customer to discuss his concerns, but have been unsuccessful. On October 7, 2014, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform our customer of our attempts to reach out to him. We encourage our customer to contact our Customer Relations department at ###-###-####, to discuss his concerns. As a goodwill gesture, DriveTime has mailed a $25 [redacted] to our customers’ address on file.  DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,DriveTimeCustomer Relations

November 14, 2014 Lyndsey Mullens Revdex.com [redacted]
[redacted]Re: Complaint # [redacted] Dear [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our non-customer’s concern. On November 13, 2014, we reached out...

to the non-customer to address her concerns. We advised that on November 17, 2012, a credit application was ran for the non-customer; however, no vehicle was purchased. We advised inquiries are managed by the credit bureaus, but hard credit inquiries are removed from a consumer’s credit report after two years. In this case, November 17, 2014, would be the two-year mark for the non-customer. As of December 1, 2014, the inquiry should no longer appear on her credit report. However, if it is still reporting in December, we encourage her to submit a credit dispute for the inquiry to be removed. As a goodwill gesture, DriveTime has mailed a $25 [redacted] gift card to our non-customer’s address. 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

January 21, 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 December 14, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2009 GMC Arcadia. 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 15, 2016, our customer contacted [redacted] with concerns that the vehicle was riding rough. [redacted] suggested that our customer take the vehicle to an in-network repair facility to be diagnosed. The next day, our customer contacted DriveTime to advise of the same concerns. We encouraged our customer to have an in-network repair facility update a claim with [redacted] for review. On January 19, 2016, an in-network repair facility updated a claim with [redacted] for the replacement of the spark plugs on the vehicle. [redacted] advised that these components are non-covered under the Vehicle Service Contract. Later that day, DriveTime contacted our customer to reach an amicable resolution. We advised our customer that DriveTime would make a one-time good will exception to the Vehicle Service Contract to cover the cost of the spark plugs for a total of $315.90. As an additional 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. Sincerely, DriveTime Customer Relations Tell us why here...

On November 4, 2016, our customer contacted DriveTime to inform us the two in-network repair facilities she took the vehicle to were unable to diagnose the vehicle or work on CVT transmissions. The second in-network repair facility advised her to take the vehicle to the Original Equipment...

Manufacturer (OEM) for the repairs. After verifying the information, we explained the vehicle should return to the OEM for further diagnosis. We then asked for an estimate be sent to us to review for possible assistance.On December 2, 2016, we contacted our customer and apologized for her experience. We explained we would need an itemized estimate for the repairs in order to review for assistance. We advised our customer to take the vehicle into the OEM to be diagnosed and send the estimate for review for possible assistance. We further offered to reimburse the $100 diagnostic fee at the OEM once paid receipts are received. Our customer stated she would take her vehicle to the OEM and the call was ended on amicable terms.We will continue to work with our customer towards an amicable resolution. As a gesture of goodwill, we have applied a $25.00 principal balance credit to our customer’s account.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

(Please see attached for full response)On January 17, 2017, DriveTime reached out to our customer to discuss his concerns. We inquired what repairs had been done between August and today. Our customer advised no repairs were completed, the check engine light had only been illuminated and the...

transmission needs replaced. DriveTime advised we would review to see if the requested resolution to return the vehicle with no repercussions could be presented as an option. The call was then ended on amicable terms. At this time, DriveTime would like to offer the following Full Settlement and Release of Claims:            DriveTime agrees to:·         Allow you to return the Vehicle·         Waive deficiency balance of $19,853.94In exchange, our customer agrees to:·         Release possession of the vehicle to DriveTime ·         Return the Vehicle to Us in good condition, minus normal wear and tear to the vehicle.·         Damages to be assessed by the DriveTime dealership, damages not to exceed $500. ·         Consider this matter resolved. Should our customer wish to accept our Settlement offer, we encourage him to Contact our Customer Relations department by January 31, 2017.  We apologize for any frustration or inconvenience this matter may have caused. We are currently reviewing for possible assistance options and will remain in contact with our customer until an amicable resolution is reached. As a gesture of goodwill, we have sent our customer a $25.00 [redacted] gift card. 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

September 18, 2015   [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...

March 19, 2010, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2006 Chevrolet HHR. Attached you will find the Simple Interest Retail Installment Contract for your reference.   DriveTime offer eligible customers loan modifications to extend the life of their loan and delay payments to assist with financial hardships. Our customer was granted a total of five loan modifications from June 24, 2011, through May 26, 2015. The first page of the loan modification document state:   “This modification allows you to not make a payment or payments and not be in default under your contract with us. The interest you owe on this account is calculated using the simple interest method. Interest continues to accrue during this period of time. As a result, you will owe more interest because you are not making payments….”   In a simple interest loan, interest is charged per day on the financed balance remaining. Each payment made would first apply towards the amount of daily interest. Any additional amount paid would then be applied to the principal balance of the loan. At the time of purchase, our customer had the opportunity to sign and review her Simple Interest Retail Installment Contract. On page two, under subsection Finance Charges, it states:             “This is a simple interest Contract. The finance charges you pay will depend on how you make your payments. Your actual finance charges may be more than the disclosed Finance charges if you make your payments late or in less than the scheduled amount. We will apply payments to late charges, finance charges and to the unpaid balance of the cash price and other charges in any manner we choose unless we are required by law to apply payments in a particular order...”   On September 15, 2015, DriveTime contacted our customer to address her complaint. We advised our customer we were willing to offer a settlement in which the customer would pay $700, and DriveTime would release the title and waive the remaining deficiency balance. The customer advised she would accept the offer and agreed to pay the balance within 30 days. Our customer advised she was happy with the resolution and considered the matter resolved.   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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On March 19, 2014, our customer entered into a Simple Interest Retail Installment Contract when he purchased a 2007 Hyundai Entourage. Our customer also purchased a 3...

year/36,000 mile Vehicle Service Contract, administered by [redacted].
Attached you will find the Simple Interest Retail Installment Contract and the Vehicle Service Contract for your reference.
All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers.
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..."
At the time of sale, our customer signed and dated the "Customer Delivery Checklist." 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 his 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 is as follows:
? On April 15, 2014, [redacted] referred our customer to an in-network repair facility to have the vehicle diagnosed for brake concerns.
? On April 16, 2014, a repair facility recommended a brake pad replacement. [redacted] denied the claim for the brake pads since it was only a noise concern. The brake pads met manufacture safety specifications.
? On September 2, 2014, a repair facility recommended repairing the shifter assembly. [redacted] denied the shifter assembly as a non-covered component under the Vehicle Service Contract.
On September 9, 2014, our customer contacted us requesting assistance with the shifter assembly repair. We offered to credit our customer’s account $230, approximately half of the $443.36 needed to repair the shifter assembly.
On September 12, 2014, our customer voluntarily surrendered the vehicle at a DriveTime dealership.
On September 16, 2014, we offered to assist our customer with the repairs if he paid the past due balance of $458.64. Our customer informed us he no longer wanted the vehicle.
At this time, we are unable to accommodate our customer’s request to refund any monies paid.
As a goodwill gesture, DriveTime has mailed a $25.00 [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 [redacted]- [redacted].
Sincerely,
DriveTime
Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I would like to see Drive Time, accept further financial responsibility in  this matter. 
Regards,
[redacted]