DriveTime

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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]

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.
The response indicated that a payment has not been received is an untrue statement. Payment was made on August 18th
As well as a phone call, and calls before that.  I also advised that my dad has been sick with cancer and I have been out of town and my daughter had the phone. I think this is still very unfair as I have not asked for a deferment before and I explained a very good hardship and really needed the deferment.  I am asking for a deferment for August

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customers, concerns.On February 11, 2014, our customers entered into a Simple Interest Retail Installment Contract with DriveTime when they purchased a 2006 Mercury Montego. Our customers purchased a 3...

year/36,000 miles Vehicle Service Contract, administrated by [redacted]. Attached you will find the Simple Interest Retail Installment Contract 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 customers had the opportunity to review and sign the following documents:- Buyer’s Guide- Retail Purchase Agreement- DriveTime’s DriveCare Limited Warranty- What you need to know about financing a vehicle with DriveTime- Simple Interest Retail Installment ContractAll 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…lease insure you are comfortable with the condition of the vehicle prior to purchasing."Additionally, page one of the "Customer Delivery Checklist" under Maintenance Items, states:"…hese 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 find the Customer Delivery Checklist for your review.DriveTime offers a Vehicle Return Program, which gives our customers 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.To date, no repair facilities have contacted [redacted] with any recommended repairs. We encourage our customers to take the vehicle to a repair facility to have the vehicle diagnosed. Once a claim is on file and coverage is determined, we can review for possible assistance.We have made several unsuccessful attempts via email and mail requesting our customers contact us regarding their concerns since the phone numbers on the account are invalid. On March 4, 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.At this time, we are unable to accommodate our customers’ request to lower payments, and fix the vehicle or rescind the contract and delete credit reporting.As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principal balance.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,DriveTimeCustomer Relations

May 26, 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 February 21, 2015, our customer entered into...

a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a 2007 Ford Explorer. Attached is the Closed End Motor Vehicle Lease Contract for your reference. At the time of lease, our customer reviewed and signed the Return Anytime Lease document. On page 3, 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…(c)You do not maintain required insurance." Our customer agreed to make one initial payment of $233.27, due on March 7, 2015, followed by 59 periodic payments of $223.51 every other Saturday, to complete the terms of her lease agreement. At the time of lease, our customers are required to obtain and provide proof insurance prior to leasing the vehicle. It is our customers’ responsibility to obtain the proper insurance for the vehicle and to ensure they are comfortable with their insurance carrier. Attached is our customer’s proof of insurance for your reference. On April 18, 2015, a payment of $233.27 became due on our customer’s account. On April 21, 2015, DriveTime’s Lease Customer Service received a call from our customer. Our customer made mention of a current family emergency and promised to pay $497.31 on April 30, 2015. This payment would account for her past due payment and her next scheduled payment. On April 30, 2015, we received no payment for the promised amount of $497.31. The broken promise was noted on our customer’s account. On May 2, 2015, a second payment of $233.27 became due, making our customer’s account $466.54 past due. On May 5, 2015, our customer made a payment of $225.04 leaving the remaining past due amount of $241.50. On May 13, 2015, DriveTime received notice that our customer’s insurance carrier cancelled her insurance due to non-payment. The effective date of cancellation was listed as May 5, 2015. On May 15, at thirteen days past due, our customers account was marked as out for repossession. On May 16, 2015, a third payment of $233.27 became due, making our customer’s account $474.77 past due. On May 17, 2015, at fifteen days and $474.77 past due, the vehicle was recovered for default. Page 3 of the Return Anytime Lease, section 11, Default, Repossession, and Other Remedies states: "If you are in default, after waiting any time the law requires, we may… Take (repossess) the Vehicle wherever we find it and enter any property where the Vehicle may be to do so." At this time, we are unable to accommodate our customer’s request. We have made several unsuccessful attempts to contact our customer to discuss her concerns. On May 21, 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, so that we might come to an amicable resolution. We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has mailed a $25.00 [redacted] gift card to our 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, [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.
The statement made that there have been attempts to contact me are false. I have yet to receive any correspondence from Drivetime regarding the issues reported. As stated in my claim there is nothing that can be done to rectify what has happened in my business transactions with Drivetime. I will however continue until contractual obligations have been satisfied but will be immediately be discontinuing business and any future business opportunities with Drivetime. 
Regards,
[redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns.Our customer’s first notated contact with Bridgecrest and/or DriveTime, after the time of purchase, was on April 27, 2016. She advised Bridgecrest she is having difficulties with obtaining funds from her place of employment and sought to discuss payment arrangements. It was not until July of 2016 when she first expressed concerns with the vehicle not being able to accommodate her family size.  DriveTime offers a Loyalty Program that provides a credit of $200.00 to be applied to our customers’ account for the referral of a customer to DriveTime who successfully finances or leases a vehicle with us. Our customers must make the dealership aware of who referred them, so DriveTime can identify for Bridgecrest the account to apply the credit to. The credit applies towards the account when the referral makes their first payment on their new loan or lease. DriveTime would be happy to investigate any loyalty credits that are owed to our customer, however, we would need our customer to provide us with the contact information for the person(s) she referred. Once we receive the contact information, we will be able to do a thorough review to determine if our customer was listed as a referral at the time of sale and review if there are outstanding loyalty credits owed on our customer’s account.  We have been unable to make successful contact with our customer to discuss her concerns; however, we will continue our attempts to contact her and come to a mutual understanding.

On January 26, 2017, DriveTime encouraged our customer to provide us with paystatements from her third party liability insurance carrier. DriveTime has not received herstatements at this time.When the Actual Cash Value (ACV) is received from Aeverex, the balance will beapplied toward our customer’s principal balance and she will be responsible for anyremaining amount. At this time, DriveTime has not received the (ACV) payment fromAeverex.It is the responsibility of our customer’s to maintain the required insurance on thevehicle. Likewise, when our customers are involved in an accident and have notmaintained the required insurance, DriveTime is not obligated to assist with repairsand/or assist with the deficiency balance owed. However, once DriveTime receives the(ACV) payment from Aeverex and our customer provides us with her pay statementsfrom the third party liability insurance carrier, we can then further review possibleoptions available for our customer. We have yet to receive the requested documents fromour customer. At this time, we do not have a resolution for our customer, however, weintend to work with our customer until we come to an amicable resolution.

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.
Concerning the response from Drive Time. My question is when did this required system enhancements and the cease and purge of credit reporting begin, before I purchased the car on January 16, 2009, a year ago, 6 months ago and how long could this process take. According to all three major credit bureau agencies they have no record of my even purchasing the auto much less a record of any and all of my on time or early payments. Am I the only one that they are not able to comply with the promises made by their salesman and his aggressive credit building sales pitch or does this involve every one of their customers? When someone from Drive Time actually took one of my calls her explanation was that there had been a glitch in their system, and said nothing about this required enhancement. All other calls from me was put on hold and then dropped.This glitch of theirs is costing me a great deal of money as I have to pay extremely high interest rates on a new purchase not to mention the humiliation I went through with three dealers when I was turned down because these payments were not reported as promised. Once again, I was told that if I made my 2 payments per month on time that this would help me reestablish a decent credit rating, and I thought it did because of their constant calls inviting me down to their showroom to upgrade because of my excellent credit rating. Never once was I informed that the only place I was establishing a good rating was with them and in my opinion trapping me and possible many other into only being able to purchase a car from them and no one else.According to their reply they understand the importance of accurate reporting but they made no mention as to when this reporting and repair of my hard deserved improved credit rating will take place.I faithfully and diligently held up my end of the bargain, they didn't and I'm paying for there "glitch" as it was put to me.
Regards,
[redacted]

March 18, 2016     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 October 27, 2011, our customer entered into a Simple Interest Retail Installment...

Contract with DriveTime when he purchased a 2007 Pontiac G6. Attached is the Simple Interest Retail Installment Contract for your reference. At time of sale, our customer agreed to make 136 bi-weekly payments of $203.47 and 1 final payment of $201.46, beginning November 12, 2011, with a 21.214% Annual Percentage Rate, DriveTime offers several payment options for our customers’ convenience, including no and low cost options. For example, customer can sign up for recurring ACH (“AutoPay”) at no cost.  Our customers are also able to make a payment over the phone, online, or via text with Western Union (“Speedpay”). Both options are processed by a third party vendor who charges a $4.50 convenience fee for every payment made. Our customers’ also have the option to make an in-person payment to DriveTime via a third party vendor who charges a convenience fee of $1.50-$2.00, depending on the location of the facility they visit (i.e., WalMart). On February 24, 2016, DriveTime launched a new ACH payment tool. Prominently displayed on [redacted] when customers click “Pay Now”, customers can make their payment online using their bank account for no fee, saving them $4.50. On March 9, 2016, DriveTime exercised its contractual options to recover our customer’s vehicle due to non-payment. On that same day, our customer contacted DriveTime and inquired about redeeming the vehicle. DriveTime advised him that he would need to pay the past due balance of $2,387.10, a $700.00 repossession fee, and a late fee of $40.00 for a total of $3,127.10 to DriveTime in order to redeem the vehicle. Continued… (Full version provided to the Revdex.com)

For full response, please see attached. On December 20, 2016, an INRF initiated a claim for replacement of the rear brake rotors and serpentine belt. SilverRock authorized the repairs under the terms of the Limited Warranty.  On January 27, 2017 an INRF initiated a claim for replacement of...

the vehicle’s battery. SilverRock did not authorize the repairs as the battery is a non-covered component under the terms of the Vehicle Service Contract (VSC), however, DriveTime agreed to cover the replacement as a goodwill gesture at no cost to our customer. On July 11, 2017, our customer contacted SilverRock to advise of issues with the throttle body and an illuminated power train sensor light. Our customer additionally expressed concerns about a gash in the left front tire and a noise issue. SilverRock referred our customer to an INRF to have the concerns diagnosed and initiate a claim and also agreed to waive the first hour of any applicable diagnosis fees to have our customer’s concerns addressed.   On July 12, 2017 a claim was initiated by an INRF for replacement of the front left tire and both front struts. The repairs were not authorized as tires and struts are non-covered under the terms of the VSC.  Later this day, our customer contacted DriveTime to inquire about assistance with the noncovered repairs. DriveTime agreed to cover the cost of the struts with no deductible as a goodwill gesture. However, we explained the tire would be our customer’s responsibility. On July 26, 2017, DriveTime contacted our customer to discuss the concerns listed in the complaint. Our customer explained the CV boots and rear struts needed replacement. We recommended our customer take the vehicle to an INRF to get the issues diagnosed and initiate a claim. We advised we would be willing to review options of assistance once an itemized estimate was received. Our customer agreed to this course of action, and the call was ended on amicable terms.

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concernsOn December 27, 2010, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2007 Ford Focus. Attached you will find the Simple...

Interest Retail Installment Contract for your reference.On May 16, 2015, our customer submitted a payment of $146.69 to pay off the remaining balance of his loan with DriveTime.On June 1, 2015, our customer contacted DriveTime’s corporate offices to inquire about when to expect his title. We informed that he should receive his title within 30-45 days from the date of payoff.On June 2, 2015, DriveTime ordered the title from the DMV. When a title is ordered, it can take 10-14 business days to be delivered.On June 8, 2015, our customer contacted DriveTime to request the status of his title. We informed him the title had been ordered. We sent our customer a Lien Release via overnight mail as a temporary solution for the delay.On June 9, 2015, our customer’s title was located and we arranged to mail it overnight to the customer. For your reference we have included a copy of the letter and title we sent.We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has mailed $25 American Express gift card to our customer.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

[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 10983122, and find that this resolution would be satisfactory to me.  I will wait   for the business to perform this action with all three credit bureaus and, if it does, will consider this complaint resolved.
Regards,
[redacted]

On July 10, 2015, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2012 Chevrolet Malibu from DriveTime. The Contract was subsequently assigned to DT Acceptance Corporation, now known as [redacted] Acceptance Corporation. Attached is the Simple Interest...

Retail Installment Contract for your review.  At the time of sale, our customer was provided with an [redacted] Vehicle History Report, as a courtesy. The [redacted] Vehicle History Report may provide information on any prior accident records, being a rental or government vehicle, registered in a storm area, and/or any theft records. There may be missing or non-reported items that Experian is not able to capture on the vehicle history report. We have pulled and reviewed an updated [redacted] Vehicle History Report. Both of these reports do not reflect any accident history for the vehicle and both are attached for your review.  The [redacted] report, provided by our customer, does not have any accidents reported. It has an entry where an unknown source reported structural damage. As there are no indicators as to who, how, or where the reported damage originated from, we are unable to confirm its legitimacy.   Throughout the life of our customer’s loan, there have been zero repair claims filed with Aeverex, regarding any mechanical concerns with the vehicle.   On April 20, 2017, DriveTime contacted our customer in an attempt to address her concerns. We provided an explanation of the [redacted] Vehicle History Report and our review of the [redacted] report. We advised her we are unable to accommodate her request to return the vehicle with zero negative impacts as there is no way to confirm the legitimacy...(to be continued on attached)

[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]

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns.
On September 11, 2014, our customer contacted us and set up two postdated payments. Each payment was for a regular, bi-weekly payment of $176.34, and these were set to draft on September 12 and 19.
On September 15, 2014, we placed a courtesy call to our customer to confirm the postdated payment for $176.34 on September 19.
On September 17, 2014, our customer contacted us stating she received a text saying that she has payment arrangement to pay $352.00 on September 19. We informed our customer that her payment arrangement on September 19 was for $176.34. Our customer set another post-dated payment for September 19 for $176.34.
On September 20, 2014, our customer contacted us stating that a double payment was taken out of her account. We informed our customer that a refund request would be submitted and to call back on Monday for a status update.
On September 23, 2014, we informed our customer the refund will take approximately 1 to 3 business days to process.
On October 4, 2014, we informed her the refund was processed on September 22 via [redacted]. On October 7, 2014, we provided her with confirmation number 2911267. We encouraged our customer to contract her financial institution and/or [redacted] to track the status of her refund.
At this time, we have accommodated our customer’s request to refund her payment of $176.34. In order to review her account for possible assistance with regards to any fees charged by her financial institution, we have requested our customer to submit a bank statement for further review.
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

I'm responding to what DriveTime had implied to what happen. I spoken to one of the customers service representatives she was over talking to me and implied that there was several attempt that wasn't made and I had spoken with the insurance agents on several times that the vehicle which is a Honda 2008 has been in repairs several times and it has been cutting off they wanted me to take it to a low budget mechanic shop to patch up work that need to be handle by a professional mechanic and what is best for my vehicle that. I had $700.00 a month on payments and full coverage of insurance. I stop paying on the vehicle because they refuse to repair. I had to rent several vehicle from budget rental to get back and forth to. work. I'm employed by two companies and need my vehicle. I completed the call because she was over talking when. I was talk. I don't like rudeness from customer service representatives they feel like they can be unprofessional tovget there point across. She implied that I didn't reply to the contact so yes I stopped paying for a vehicle that. I couldn't use I want them to show u tge pictures and the repair that could keep the vehicle running two different mechanic reply to them that the vehicle had alot of water rust like the vehicle was sitting in someone's lot. The dealership salesman wanted work with me to trade the vehicle in for a better vehicle. Why would they do that if the vehicle in working conditioning.  I want that vehicle to get off of my credit and they have had alot of complaints by other customers. I was disappointed in the sale because II'm a returned customer paid off a vehicle I brought from them several years ago the service from them at that time was excellent this time. I felt like it was a rush sale and I only put down $500. I need for the company to be FLAGGED as a crooked dealership and needs to be told before another customer get SHAMMED by DRIVETIME.

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. 
On April 3, 2010, our customer entered into a Retail Installment Contract when she purchased a 2006 Jeep Commander. Attached, you will find the Retail Installment Contract for your review. 
The champ program allows for current customers, with a balance of $4,500.00 or below, to exchange their DriveTime vehicle in for another. The new vehicle requires a new contract and financing.
On May 10, 2014, our customer entered into the new Retail Installment Contract, via the DT Champ Program, when she purchased a 2010 Chrysler 300. Attached, you will find the Retail Installment Contract for your review. Our customer received $4,216.00 credit for the Jeep Commander, applied towards the new loan for the Chrysler 300.
DriveTime agreed to process a two (2) payment deferment, with the exclusion our customer makes one (1) payment, to bring the account current. Additionally as a goodwill gesture, we have agreed to extend our customer the opportunity to return her vehicle in exchange for a comparable vehicle. The original trade-in value of $4,216.00 would be applied towards the new vehicle. The payments would be retained for usage.
On November 11, 2014, we contacted our customer and offered the resolution stated above. To complete the exchange, we require our customer to fill out a new loan application. During the conversation, our customer inquired about parting ways with DriveTime. We advised our customer, while that is an option, she would not be eligible for any refund.
The Jeep Commander was sold for $4,667.00. A total of $4,063.63 was applied to the account to pay off the remainder of the loan for the Jeep Commander. As a part of the DT Champ program, a trade in amount is generated to allow the customer to transfer into the Chrysler 300 with zero down payment. In this instance, we applied a trade in value of $4,216.00 towards the Chrysler 300.
At this time, DriveTime is willing to offer the following resolution:
DriveTime agrees to:
Waive deficiency balance of $19.684.60
Delete trade line from all three (3) major Credit Bureau reporting agencies
Refund to Customer $600.00
Submit an update to all three (3) major Credit Bureau reporting agencies to report DriveTime trade line as Paid in Full for the Jeep Commander.   
In exchange, Customers agrees to:
Release possession of vehicle to DriveTime
Our customer will be required to sign a Full Settlement and Release of Claims if they choose to take advantage of this offer. This settlement offer is good until December 5, 2014.
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]-[redacted].
Sincerely,
DriveTime
CustomerRelations

On September 13, 2017, DriveTime reached out to our customer to discuss her concerns. We explained the above timeline and information. Our customer explained she did not notice the leak prior to 2014 as the vehicle was not open to the elements while parked prior to that time. She further explained...

she had paid to have the fuel pump, air conditioning compressor, and a portion of the fuse box repairs completed. As a gesture of goodwill, we offered to waive the remaining deficiency balance, delete the trade line, and release the title to our customer. Our customer accepted and the call ended on amicable terms. We will continue to work with our customer through the completion of the Full Settlement and Release of Claims. DriveTime, and Bridgecrest, thank the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact our Customer Relations department at [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]

At this time, we have confirmed that our customer has full coverage on the 2012 Volkswagen Passat through Alfa Insurance, which includes liability insurance. Subsequently, any damage to a third-party’s property will be covered by Alfa Insurance. While our customer may have maintained the policy...

utilized at the time of sale through [redacted] Insurance, that coverage is not necessary for the processing of this claim, as she already has full coverage through Alfa Insurance.   We deeply regret the confusion and inconvenience this matter has caused our customer. As a goodwill gesture, we have issued her a full refund of her down payment in the amount of $1,550.   On October 31, 2017, we contacted our customer and addressed her concerns. We discussed the above information and advised our customer we would be sending a refund check for $1,550 to her address on file. On November 6, 2017, we spoke to her again and confirmed she had received the refund check. Our customer was satisfied with this resolution, and we ended our correspondence on amicable terms.