DriveTime

Thank you for bringing this matter to our attention. We appreciate the opportunity to provide an update regarding Ms. [redacted]’s complaint.Since Ms. [redacted]’s initial Revdex.com complaint in November, [redacted] has received five additional credit disputes alleging that inaccurate information or fraudulent activity is being reported. [redacted] has responded to each of these allegations. In response to allegations of fraud, [redacted] requests that the complainant submit all necessary information to complete a fraud investigation: a copy of their government issued identification, social security card, and a police report or notarized affidavit of identity theft. As Ms. [redacted] failed to include the necessary documentation with her complaint, she was sent a letter indicating that there is insufficient information to complete a review of her dispute. Additionally, as [redacted] knows the customer as [redacted], she will need to submit any direct dispute under that name and include her account number until she should choose to update her account information with us.Through additional correspondence with Ms. [redacted] has received the requested documents and confirmed that the person who walked into the DriveTime dealership to purchase and finance the vehicle described is the complainant, Ms. [redacted]. In our review of the customer’s account and documents, we have found that:• There are no inconsistencies in our ability to contact or be contacted by the customer using the phone numbers provided by the customer shortly after sale and the address that the customer provided at the time of sale.• Ms. [redacted] has contacted [redacted] from the phone number listed as her own on the complaint and police report since October 2016. During these conversations, Ms. [redacted] has never alleged fraud. These calls all focused on curing the account balance. • When contacting [redacted], Ms. [redacted] has been able to confirm her demographic information and social security number in order for agents to locate her account.• During the time that the vehicle was out for repossession, we were able to locate the vehicle at Ms. [redacted]’s home address, as provided at time of sale and verified during calls.• Information presented by the customer at time of sale – her name, social security number, pay stubs, and address – indicate that she is the same person as presented in the additional documents requested during the fraud investigation.• Allegations of identity theft on the account began after [redacted] allowed the customer to reinstate her account and informed her that there are no additional modifications to the loan are available.• When [redacted] requested copies of the Ms. [redacted]’s driver’s license, social security card, and a copy a signed affidavit of identity theft or police report, we were provided with illegible documents on several occasion. When we finally received legible copies of her driver’s license and social security card, we found that they were issued to [redacted] Rosetta Hughes. We believe that this is Ms. [redacted]’s new married name.A detailed timeline of events is below.On September 21, 2017, Ms. [redacted] contacted [redacted] to request a payment amount and due date modification. We explained to Ms. [redacted] that she does not qualify for any modifications at this point in her loan and she disconnected the line. Since September 13, 2017, her loan was modified to require principal only payments. In other words, her account does not accrue interest. Since September 13, 2107, Ms. [redacted] has not made a payment. Yet, for over two months, she continues to possess and drive her car.On September 25, 2017, Ms. [redacted] began filing credit dispute complaints with the CRAs. As of January 4, 2018, Ms. [redacted] has filed eleven disputes with the CRAs alleging inaccurate information or fraud. [redacted] responded to the credit bureaus to inform them that all information was accurate as reported.On October 24, 2017, [redacted] received an escalated call from Ms. [redacted] who was upset about how the vehicle repossession was reflected on her credit report. We explained, since the account is in charge off status, it will reflect as such until the loan has been paid. Once the account has been paid in full, it will then be updated to a status of paid-charge off and will reflect as such for seven years.

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On April 24, 2017, our customer visited www.drivetime.com to research available inventory and obtain a pre-approval for financing.On April 25, 2017, our customer visited our...

DriveTime dealership to discuss purchasing a vehicle. Our customer opted to place a layaway hold on a 2012 Chrysler 200.On April 26, 2017, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2012 Chrysler 200 from DriveTime. The Contract was subsequently assigned to Bridgecrest Acceptance Corporation. The vehicle came with a 30 day/1,500 mile DriveTime Limited Warranty, administered by SilverRock. Our customer also purchased an additional 5 year/50,000 mile Vehicle Service Contract, also administered by SilverRock. Attached are the Contract and Vehicle Service Contract for your reference.During purchase, our customer had the opportunity to inspect the vehicle and complete the Vehicle Delivery Checklist, attached for your reference. Our customer signed specifically acknowledging scratches on the bumper. Under Important Reminders, it states:“You are purchasing a pre-owned vehicle. Any pre-owned vehicle may have minor cosmetic issues…Please ensure you are comfortable with the condition of the vehicle prior to purchasing.”On May 17, 2017, our customer contacted SilverRock to advise the bumper was loose due to a broken clip. SilverRock provided the contact information to an in-network repair facility (INRF). They advised they would need a claim filed with accurate pricing and images of the damage. There is no claim filed regarding these concerns.On June 7, 2017, our customer contacted SilverRock to advise the vehicle was jerking in reverse and not shifting properly. SilverRock encouraged our customer to take the vehicle to an INRF to be diagnosed. They advised the warranty terms and additionally that a repair facility needed to call in and initiate a claim for any needed repairs. SilverRock provided our customer the contact and location information for an INRF.

For full response, please see attached.  On September 28, 2017, we contacted our customer to further discuss her concerns. She explained she is still experiencing a noise concern and we encouraged her to return the vehicle to the in-network repair facility and allow them the opportunity to...

warranty the work which has been completed. Additionally, we explained should any further repairs be needed, we would be willing to review all options of assistance once a current claim is initiated. Our customer confirmed she would be returning to the repair facility on September 29, 2017. We will continue to remain in contact with her to ensure an amicable resolution is reached.

An in-network repair facility is America Service Excellence (ASE) certified, meets insurance requirements, has pre-negotiated pricing, and have submitted all...

necessary paperwork to receive payment for services rendered with DriveTime. We recommend utilizing an in-network repair facility for repairs as it generally simplifies the process for our customer, may help expedite completion of repairs, and could provide better pricing for DriveTime customers in comparison to an out-of-network facility. Additionally, diagnostic and deductible fees may be higher at an out-of-network repair facility. If there are no in-network repair facilities within a reasonable distance of our customer, we are able to explore the option of taking the vehicle to an out-of-network repair facility at no added cost to our customer.As a customer service gesture, DriveTime is willing to waive the diagnostic fee at an in- network repair facility. Once completed, we will review options of possible assistance. On April 5, 2017, DriveTime and our customer had a conversation during which our customer agreed to have the vehicle diagnosed at an in-network repair facility. Should the in-network repair facility deem they are unable to provide assistance with the needed repairs or diagnosis, DriveTime agreed to review options of having the vehicle diagnosed at an out- of-network repair facility.DriveTime has not been able to reach our customer, since receiving his recent response, to further discuss his concerns. We understand he is unable to take the vehicle in at this time but we are more than willing to review options of assistance once our customer is able to have an updated diagnostic done.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact our Customer Relations department at (800) 965- 8043.Thank you, Danielle C.

Dear Ms. Hill, Thank you for bringing this matter to our attention. We appreciate the opportunity to re- address our customer’s concerns.   The actions described in our customer’s correspondence regarding our dealership and SilverRock staff is not in keeping with DriveTime’s set standards of service and support. We will be reviewing all interactions with our customer to address this matter internally.   On March 10, 2017, DriveTime contacted our customer and apologized for the experience she has had thus far. We explained, DriveTime offered her family transportation assistance while all needed repairs were completed on her husband’s vehicle under the terms of the Vehicle Service Contract.   Additionally, DriveTime offered to extend the Vehicle Return Period for her husband to ensure they are satisfied with their purchase. Our customer also expressed concerns relating to the pricing on the vehicle she purchased. She requested we change the price of the vehicle to match the price of the vehicle she had originally made a vehicle reservation for. We advised we would be unable to honor this request as pricing varies by vehicle selected and she agreed to the financing terms on the Contract. Our customer understood and the call was ended.   Inspection records are proprietary information retained by DriveTime. At the time of sale and after a test drive, we allow our customer to inspect the vehicle and have our customer acknowledge a “Customer Delivery Checklist”. Attached you will find the Customer Delivery Checklist for your review.

May 28, 2015 [redacted]
[redacted]
[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 May 8, 2015, our customer entered into...

a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a 2006 Pontiac Torrent. All lease vehicles come with a Life of Lease Limited Warranty, administered by [redacted]. Included you will find the Closed End Motor Vehicle Lease Contract and the Life of Lease Limited Warranty Contract for your reference. On May 16, 2015, a repair facility contacted [redacted] and recommended the following repairs: ? Radio/CD Player/AMP ? Driver’s Seat Tracks ? Fuel Injection Flush ? Brake Pads [redacted] approved the brake pads under the Life of Lease Limited Warranty and recommended the vehicle be taken to a manufacturer dealership to address the Radio/CD player. Later that day, our customer contacted DriveTime with concerns that there are additional repairs that are needed for the vehicle that are not being addressed. We informed our customer that if there are additional repairs needed for the vehicle, the repair facility would need to contact [redacted] and report the additional repairs. On May 18, 2015, a repair facility contacted [redacted] and recommended the following repairs: ? Front Rotors ? Right Lower Ball Joints Later that day, our customer was offered to terminate the current Closed End Motor Vehicle Lease Contract for her current vehicle and get into a different Closed End Motor Vehicle Lease Contract with DriveTime with no additional fees associated. On May 22, 2015, our customer accepted our offer and leased a 2007 Nissan Altima. We apologize for any confusion or inconvenience this matter may have caused. 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

June 27, 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 July 03, 2014, our customer entered into a...

Closed End Motor Vehicle Lease with DriveTime, when she leased a 2005 Chevrolet Cobalt. All lease vehicles come with a Life of Lease Limited Warranty, administered by [redacted]. Included you will find the Closed End Motor Vehicle Lease Contract and the Life of Lease Limited Warranty Contract for your reference. At the time of lease, our customer agreed to make 30 monthly payments of $419.46 on the third of each month, beginning on August 03, 2014. Please refer to page two (2), subtitle "Default, Repossession, and Other Remedies," it states: "The following are events of default: (a) you fail to pay any periodic payment when due or any other amount you owe under this Lease when we ask you for it." Our customer’s repair history is as follows: ? On October 03, 2014, our customer contacted [redacted] and stated the vehicle required a tune up and had a wobbly front tire. [redacted] informed our customer tune ups are non-covered under her Limited Warranty and referred our customer to Cottman Total Auto Care to address her additional concerns. [redacted] informed our customer to have the repair facility contact [redacted] once a diagnostic was completed. No claim was filed in regards to this concern On May 27, 2015, our customer contacted DriveTime and set up payment arrangements for her payment that would be due on June 03, 2015. Our customer informed us she would make a payment of $419.46 on June 12, 2015. We informed our customer as a one-time exception, we would allow her to make her payment in full on or before June 12, 2015. On June 16, 2015, our customer contacted DriveTime and informed us that she made the past due payment that morning. Our customer stated the recovery agent was there to pick her vehicle up, even though she had the receipt for her payment. DriveTime informed our customer she would need to allow the recovery agent to take her vehicle as the payment she made was after the recovery agent was assigned. We informed our customer she had 48 hours to pay the recovery fee of $300.00, or her Closed End Motor Vehicle Lease Contract would be terminated. On June 19, 2015, DriveTime terminated our customer’s Closed End Motor Vehicle Lease Contract. At this time, as a goodwill gesture, we are offering to refund our customer one payment of $419.46. If our customer accepts our offer, we encourage our customer to contact us at [redacted]. 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

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]

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]

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On December 21, 2012, our customer entered into a Retail Installment Contract when she purchased a 2002 Ford Windstar. Attached you will find a copy of the Retail Installment...

Contract for your reference.On September 16, 2014, DriveTime contacted our customer to discuss her concerns. At this time, DriveTime has agreed to give our customer a two payment deferment to assist in bringing the account current.As a goodwill gesture, DriveTime has applied a $25 credit to our customer’s principal balance.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,DriveTimeCustomer Relations

On January 18, 2016, at 21 days past due, DriveTime exercised their contractual right to secure the vehicle and assigned the vehicle to be recovered due to non-payment. Later that day, the vehicle was recovered. Our customer contacted DriveTime and was informed that her delinquency balance of...

$329.11, recovery fees of $300.00, and a recovery agent fee of $125.00 would need to be paid in order to reinstate her lease. That same day, a payment of $629.11 was made toward our customer’s account, bringing it current. DriveTime authorized the release of the vehicle, and a side note was created for the $300.00 recovery fee. However, the funds were not immediately applied to this side note. On January 25, 2016, our customer’s regular periodic payment of $193.07 came due. That same day, she made an online payment of $81.51. As our customer’s recovery fee payment had not yet been manually applied to the side note, her payment of $81.51 was distributed to the $300.00 recovery fee balance, leaving our customer with a remaining side note balance of $218.49. On January 28, 2016, DriveTime manually reallocated the $629.11 our customer paid to reinstate her lease. $218.49 was applied toward the remaining recovery fee balance, and $410.62 was applied toward our customer’s payments. This paid off our customer’s side note and left her with a remaining past due balance of $111.96. We recognize this process has caused our customer legitimate confusion. Given that, DriveTime has applied a goodwill credit of $139.81 toward her payments, bringing her account current.

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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On September 1, 2012, our customer entered into a Simple Interest Retail Installment contract with DriveTime when she purchased a 2006 Chrysler PT Cruiser. The vehicle came...

with a 3 year/36,000 miles limited warranty. Attached you will find the Simple Interest Retail Installment Contract and Limited Warranty Agreement for your reference.All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. Parts that fail at inspection are replaced. However, if a part is functioning at the time of inspection, the part will not be replaced. 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. At the time of sale, DriveTime informed our customer about the 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. Our customer was also provided an Experian AutoCheck Vehicle History Report. The Experian AutoCheck Vehicle History Report may indicate a prior accident record, branded titles, odometer rollbacks, and vehicle use information. If any of the items were reported, these items would be noted in the Vehicle Information section on the Experian AuthoCheck History report. Our customer signed and acknowledged no accidents were reported to Experian AutoCheck prior to purchase. At the time of sale, our customer signed and reviewed "DriveTime’s DriveCare Limited Warranty," which explains limited warranty coverages, customer responsibilities, and roadside assistance. Please refer to page two, section titled, "Warranty Co-Payment" states: "You will pay a warranty co-payment as follows: Year 1 (day 0-30) $0 per warranty repair visit Year 1 (day 31-365) $50 per warranty repair visit Year 2 (day 366 -730) $150 per warranty repair visit Year 3 (day 731-1095) $250 per warranty repair visit" A timeline of our customer’s repairs history is as follows: - On September 5, 2012, a repair facility contacted the limited warranty and recommended thermostat and thermostat gasket replacement. The repairs were covered by the limited warranty. There was no co-pay within the first 30 days. - On November 12, 2012, a repair facility contacted the limited warranty and recommended thermostat, thermostat gasket, and radiator replacement. The repairs were covered by the limited warranty. Our customer was responsible for a $50 warranty co-pay. - On December 20, 2012, a repair facility contacted the limited warranty and recommended thermostat replacement. The repairs were covered by the part’s warranty. Our customer was responsible for a $50 warranty co-pay. - On January 21, 2013, a repair facility contacted the limited warranty and recommended radiator cap, right cv axle, and rebuild transmission. The limited warranty covered the right cv axle and rebuild transmission. The radiator cap is a non-covered component. Our    customer was responsible for a $50 warranty co-pay. - On February 4, 2013, a repair facility contacted the limited warranty and recommended engine replacement. The repairs were covered by the limited warranty. An exception was made to assist our customer with a direct bill rental for approximately five days. Our customer was responsible for a $50 warranty co-pay. - On March 5, 2013, a repair facility contacted the limited warranty and recommended hose clamps to the heater hose. The repair is a non-covered component. An expectation was made to cover the $50 diagnostic fee.- On March 24, 2014, a repair facility contacted the limited warranty and recommended cooling fan replacement. The repair was covered by the part’s warranty. Our customer was responsible for a $150 warranty co-pay.On December 24, 2014, our customer contacted us requesting reimbursement for a radiator replacement for $390. We requested our customer submit a paid receipt for possible reimbursement under the limited warranty agreement. Our customer stated she has current repair concerns. We encouraged our customer to get the vehicle diagnosed to review for possible assistance. On December 26, 2014, we offered to reimburse our customer’s account $240.55 for radiator repair. Our customer would have been responsible for a $150 warranty co-pay. Our customer informed us she no longer wanted the vehicle and requested we pick up the vehicle. We informed our customer that her credit reporting would reflect a charge off and would be responsible for the remaining balance. We again offered the repair reimbursement and to review her current repair concerns for assistance. On December 31, 2014, the vehicle was recovered per our customer request. At this time, we are unable to accommodate our customer’s request to reimburse for warranty co-pays, a full refund for the radiator, and report to the credit bureaus as a paid loan with a $0 balance. If our customer would like to redeem the vehicle and reinstate the loan we in encourage her to contact us at ###-###-####. We can reimburse our customer’s account $240.55 and review current repair concerns for possible assistance. This offer expires on January 26, 2015. As a goodwill gesture, DriveTime has mailed a $50.00 American Express gift card as refund for the part warranty claim on December 20, 2012. 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

January 21, 2016 Revdex.com Re: Complaint # [redacted] Dear Ms. Hill, When our customer’s accounts become past due, DriveTime makes regular attempts to contact our customers to cure the delinquency balance on the account. Our customers are able to set payment arrangements on the...

account with a loan advisor. If these arrangements are made and kept, attempts for contact will cease. On May 29, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2007 Chevrolet Uplander. Our customer also opted to purchase a 5 year/50,000 mile DriveCare Plus Protection Package, administered by Aeverex. At time of sale, our customer agreed to make 156 bi-weekly payments of $177.85 and one final payment of $176.51, beginning on June 15, 2013. Attached you will find the Simple Interest Retail Installment Contract and DriveCare Plus Protection Package for your reference. On October 2, 2015, DriveTime made an exception to the DriveCare Plus Protection Package by approving the repairs of the timing cover gasket, coolant housing gasket, cross over gasket and coolant for a total of $3,122.50. At that time, we requested that our customer cure her delinquency balance of $361.70. That same day, our customer made a payment of $361.70, bringing her account current. The next day, our customer’s regular bi-weekly payment of $177.85 came due. Since that time, when the account has fallen delinquent, DriveTime has made normal attempts to contact our customer in regard to curing her delinquency balance. At this time, we have placed a cease-and-desist on our customer’s account per her request so no further calls will be placed out to her. If our customer wishes to discuss her account in the future, she will be required to contact DriveTime. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principal balance. Sincerely, DriveTime Customer Relations

October 30, 2015 Cheyenne Plutchak Revdex.com Ph. (602) 264-5299 Fax (602) 263-0997 Re: Complaint # [redacted] Dear Ms. Plutchak, Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns. At the time of lease, our customer agreed to make periodic payments of $209.51 beginning on July 15, 2015, followed by 64 periodic payments of $209.51 every other Saturday. At lease signing, our customer was required to pay $1,415.55. Our records show that our customer paid $950.00 toward the amount due at signing and agreed to pay the remaining $465.55 in three payments of $116.39 and one final payment of $116.38 at the same time as his first four lease payments. 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 included Vehicle 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 leasing." Under our Return Anytime Lease program, a customer may return their vehicle to DriveTime and Terminate the Closed End Motor Vehicle Lease Contract. On page 3 of the Contract, subtitled "Early Lease Termination" it states: "You may terminate (end) this Lese early. To do so, you must return the Vehicle to us and pay us the amount due at early end…" In addition, under "Amount Due at Early End" it states: "You will owe us the sum of the following amounts upon early end of the Lease: (a) Any excess mileage charge… (d) Any unpaid periodic payments then due… (f) Any other amounts you owe other than future periodic payments under this Lease including any unpaid late charges or other amounts due …" At the time of lease, our customer signed and reviewed the Return Anytime Lease Agreement. Page 1, under subsection "Excessive Wear and Use," states: "You may be charged for excessive wear based on our standards for normal use and for mileage in excess of a rate of 1,500 miles each month at the rate of twenty (20) cents per mile." In addition, on page two, under subsection "Description of Vehicle," it notes 128,758 miles as the starting odometer reading of his Return Anytime Lease Agreement. On September 30, 2015, at 132,703 miles, our customer voluntarily returned the vehicle to a DriveTime dealership to terminate his lease contract. At the time of return, our customer had accrued a past due balance of $326.79 and had exceeded his allotted mileage by 837 miles. On October 29, 2015, we contacted our customer and offered a refund of $455.81. Our records indicate that our customer paid $950.00 toward the amount due at lease signing on July 31, 2015. Pursuant to the lease agreement, the customer is responsible for twenty cents per mile for any over mileage, which is $167.40 for our customer, and $326.79 for the past due balance. Our customer will be required to sign a Full Settlement and Release of Claims if he chooses to take advantage of this offer. This settlement offer is good until November 16, 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, [redacted] DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customers’ concerns. On September 17, 2013, our customers entered into a Closed End Motor Vehicle Lease with DriveTime, when they leased a 2006 Chevrolet Uplander that came with a limited warranty....

Included you will find the Closed End Motor Vehicle Lease and the limited warranty agreement for your reference. At the time of lease, our customers agreed to make periodic payments of $348.40 is due on October 5, 2013, followed by 35 periodic payments of $348.40 on the 5th each month. On September 19, 2014, we recovered the vehicle for default. Please refer to page 3 of the Cancel Anytime Lease, section 11 Default, Repossession, and Other Remedies. On September 23, 2014, our customers paid the past due balance plus recovery fees. On September 25, 2014, we came to an amicable resolution. We agreed to change our customers’ monthly payment to be due on the 15th of every month, starting October 15. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customers’ 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,DriveTime Customer Relations

October 23, 2015   Revdex.com Ph. (602) 264-5299 Fax (602) 263-0997    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 October...

3, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2008 Subaru Forester. Attached you will find the Simple Interest Retail Installment Contract for your reference.   DriveTime offers our customers a payment option called Text to Pay. Text to Pay sends our customers a text message reminding them of their scheduled payments. Our customers have the option to initiate a payment withdrawal from a previously determined payment method via the Text to Pay message. Our Text to Pay messaging system is initiated by a scheduled payment and will not send a text message if a payment has already been received.   On October 16, 2015, our customer contacted DriveTime advising that she had not received a Text to Pay reminder for her normally scheduled amount. Our customer’s account only required a partial payment due to a credit that had been applied. DriveTime advised our customer the Text to Pay system could only initiate payment in the scheduled amount and advised the customer she would have to complete her payment using another method. After expressing her concerns of the fees associated with the other methods of payment, DriveTime agreed to make a one-time exception to waive the Western Union processing fee of $4.50 to complete the transaction over the phone. In order for DriveTime to waive the fee, we had to process the payment for the total amount owed of $25.32. Western Union then collected the normal fee of $4.50 to process the payment. Only after the payment over the phone was completed was DriveTime able to submit a credit to the customer’s account for the $4.50 fee that was charged by Western Union.   On October 19, 2015, our customer contacted DriveTime, as her account credit had not yet posted for the $4.50. DriveTime advised our customer the credit may take a few business days to process however, her account was in good standing and would show paid in full once the credit posted. Our customer expressed concerns about her payment being reported as late. DriveTime advised our customer her payment was not late and we would not report it as late.   On October 20, 2015, our customer’s credit of $4.50 applied to her account, bringing the account current.   At this time, we have made several unsuccessful attempts to contact our customer to discuss her concerns. On October 23, 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 her. We encourage our customer to contact our Customer Relations Department at 800-965-8043, to discuss her 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 principal balance.   DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted]   Sincerely,   DriveTime Customer Relations

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. 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 April 2, 2014, our customer entered into a Motor Vehicle Periodic Renewal Lease with DriveTime when she leased a 2007 Chevrolet Trailblazer. Included you will find the Motor Vehicle Periodic Renewal Lease for your reference.  At time of lease, our customer agreed to make 64 bi-weekly payments of $234.30 beginning April 14, 2014. Our customer elected to take advantage of the Auto Pay service, allowing her payments to be withdrawn automatically from her bank account. With the Auto Pay service, our customer’s accounts receive a $12 credit for each reoccurring payment made in this manner. Our customer’s normal payment is $234.30, however with the $12 credit, the total amount due is $222.30.On May 12, 2014, our customers payments increased to an amount of $235.39 due bi-weekly. The reason for this increase was a tax adjustment charged by the county in which she resides. Our customer bi-weekly payment increased by $1.09 while the Auto Pay deduction remained constant. On page 3, under section “Registration, Parking Tickets and Taxes” in the Motor Vehicle Periodic Renewal Lease it states:“You must pay when due or reimburse us if we pay for all government charges, fees and taxes (other than our income taxes) whether assessed on you, us, or the Vehicle… You must pay personal property taxes, or similar taxes assessed on the vehicle, whether you are billed for them by the government or whether we pay them and bill you for them or include the amount of such taxes as part of your periodic payment.”Since our customer’s bi-weekly payment increased by $1.09 per bi-weekly installment and the amount deducted from the Auto Pay service remained constant, our customer’s account became delinquent. We have attached a copy of our customer’s payment ledger for your reference. DriveTime has attempted to contact our customer multiple times in order to reach an amicable resolution. We encourage our customer to contact our Customer Relations Department at ###-###-####.  As goodwill gesture, we have credited our customer’s account $25.79 to waive the current delinquency balance of the account. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,[redacted] *. DriveTimeCustomer Relations

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On February 26, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2009 Kia Optima. Attached you...

will find the Simple Interest Retail Installment Contract for your reference. DriveTime has corrected our system error to reflect our customer’s down payment amount of $800. DriveTime has not reported any negative balance regarding our customer’s account to the credit bureaus at this time. We have made several unsuccessful attempts to contact our customer to discuss her concerns. On April 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 her. We encourage our customer to contact our Customer Relations department at ###-###-####, to discuss her concerns. 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, DriveTime Customer Relations

March 8, 2016   Revdex.com Ph. (602) 212-2232 Fax (602) 263-0997   Re: Complaint # [redacted]   To Whom It May Concern:   Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.   On July 12, 2011, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2005 Pontiac Grand Prix. Attached is the Simple Interest Retail Installment Contract for your reference.   On May 24, 2014, our customer was involved in a collision in which the vehicle was deemed a total loss.   On June 2, 2014, our customer’s third party insurance provider contacted DriveTime and requested a 10 day loan payoff quote for our customer’s loan. DriveTime advised them that the payoff was $7,572.24 good until June 6, 2014.   On June 3, 2014, DriveTime received a letter from our customer’s third party insurance provider stating that they would be sending a payoff check in the amount of $4,440.00.   On June 16, 2014, DriveTime received an insurance check in the amount of $4,440.00 and applied towards our customer’s principal balance.   On June 17, 2014, DriveTime offered our customer the opportunity to participate in our Insurance Loss Program and get into another vehicle with us. Our customer opted to not get into another vehicle with DriveTime.   DriveTime’s Insurance Loss Program allows our customers to enter in to a new loan and have the balance on the totaled loan waived and reported as paid in full. To qualify for this program our customer must meet the following criteria:   Continued… (Full version provided to the Revdex.com)