DriveTime

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

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 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.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. All DriveTime vehicles come with a 30 day/1,500 mile limited warranty and the option to purchase a vehicle service contract.On January 13, 2012, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2009 Chevrolet Impala. On July 6, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a second vehicle, a 2011 Ford Fusion. Attached you will find both simple Interest Retail Installment Contracts and Limited Vehicle Service Contracts for your reference.On July 15, 2013, our customer contacted DriveTime’s customer service department stating a Carfax report shows that the Ford Fusion was involved in two collisions prior to sale. We advised our customer that the Experian AutoCheck Vehicle History report was performed prior to sale, this report stated there was no accidents reported. We have attached a copy of the Experian AutoCheck Vehicle History Report for your reference.On July 15, 2013, our customer contacted Aeverex stating that a repair facility has found frame damage on the Ford Fusion due to accident damage. Aeverex requested to be sent a diagnostics and an estimate from the repair facility. To date, Aeverex and DriveTime have not received an estimate or invoice for repairs related to this issue.On August 6, 2013, our customer took his Ford Fusion to an in-network repair facility, Altera Automotive Group, which stated the vehicle needs a PCM module replacement. Aeverex did approve for the repair of this component under the Limited Vehicle Service Contract. Aeverex attempted to contact the repair facility multiple times to authorize the repairs, but was unable to speak to any representatives. Our customer paid out of pocket for this repair.On June 15, 2015, our customer contacted DriveTime in regards to collections calls he was receiving for the Chevrolet Impala. We advised our customer that the account was currently past due and would be receiving the calls in collections efforts. Our customer requested that his cell phone be put onto the do not call list. We obliged with our customer’s request and seized outbound communication with the number.On June 17, 2015, our customer contacted DriveTime to address his concerns and come to an amicable resolution. DriveTime has reimbursed our customer $609.50 for the out of pocket expenses paid for the PCM module replacement. In addition, DriveTime has agreed to credit our customer’s first account for $208.18 to bring his account current.We apologize for any inconvenience or confusion this matter may have caused DriveTime thanks the Revdex.com for their continued support. If you have any questions, please contact us at ###-###-####.Sincerely,[redacted].DriveTime Customer Relations

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 customers’ concerns.
On March 21, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime, when he purchased a 2008 [redacted]. Included you will find the...

Simple Interest Retail Installment Contract for your reference.
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 August 6, 2014, DriveTime contacted our customer and came to an amicable resolution. As a goodwill gesture, we have applied a $25 credit to our customers’ account to assist with the $15 insufficient funds fee assessed on the DriveTime account.
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 manner of conversations described in our customer's correspondence are 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 September 7, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2010 Jeep Patriot. Attached you will find the Simple Interest Retail Installment Contract for your reference. On September 29, 2013, our customer enrolled in Auto Pay. DriveTime’s Auto Pay option allows our customers to have their payments automatically withdrawn on specified dates in order to avoid late payments or fees. In order to cease this automatic withdrawal, DriveTime must be notified 48 hours prior to the next scheduled payment. On June 3, 2015, a $200 referral credit was applied to our customer’s account. DriveTime offers a Loyalty Program that offers a credit of $200 to be applied to our customer’s account. This credit applies towards the account after the referred customer makes their first payment on their new loan. On June 7, 2015, our customer’s regular payment of $200.48 was drafted from her account due to her enrollment in Auto Pay. On June 8, 2015, our customer contacted DriveTime’s corporate offices to ask about the payment withdrawal. Our customer informed us that a referral credit of $200 should have applied to her account to cover her payment. We informed our customer that in order for the previously applied referral credit to take place of her automatic payment, she would have needed to cancel her Auto Pay. We advised our customer that Auto Pay must be cancelled 2 days prior to scheduled payments in order to prevent the automatic withdrawal. Our customer stated she was not informed of this process and the $200.48 that was withdrawn caused her to overdraft her account by $199.48. On June 10, 2015, the payment was returned due to insufficient funds resulting from a stopped payment. We have made several unsuccessful attempts to contact our customer to discuss her concerns. On June 15, 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 ###-###-####, so that we may come to an amicable resolution. We apologize for any confusion or inconvenience this matter may have caused. 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, [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 have no reason to believe that the reporting will resume in April. Neither of my accounts have been reported on in a year. I have repeatedly received mail from this business reminding me that this is one of the benefits of purchasing from them, and attempting to solicit other business from myself or acquaintances. They could send notifications to me that a payment was due, or to solicit more business, but not that one of the services advertised by the company was not taking place. I would like to know what assurances I can be given that the reporting will resume in April. I have already been assured that it would be resolved in February and it was not. I was not contacted and informed that the service would not resume, despite the fact that I had filed a formal complaint with their customer service group. A 25 dollar credit to one of my accounts does not pay for the credit monitoring for all 3 bureaus to ensure that the have actual fulfilled what I view as a promise to resume credit reporting. 
Regards,
[redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On November 07, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime, when she purchased a 2005 Dodge Durango....

Our customer also purchased a 5 year/ 50,000 mile service contract administered by Aeverex. Included you will find the Simple Interest Retail Installment Contract and the Aeverex Protection Plan Vehicle Coverage agreement for your reference. On July 21, 2014, DriveTime contacted our customer to address her concerns. At this time, we are currently working with our customer towards an amicable resolution.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, DriveTime Customer Relations

Re: Complaint #[redacted] To Whom It May Concern: Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On November 14, 2015, our customer entered into a Closed End Motor Vehicle Lease with DriveTime when she leased a 2008 Chrysler...

Sebring. The vehicle came with a Vehicle Service Contract for the life of the lease, administered by Aeverex. Attached you will find the Closed End Motor Vehicle Lease and Vehicle Service Contract for your reference. At the time of sale, our customer agreed to make 59 semi-monthly payments of $236.81 beginning December 1, 2015. Since that time, our customer has had three (3) payments become due and she has not made any of those payments. On page 3 of the Closed End Motor Vehicle Lease, under section 11 titled Defaults, Repossessions, and Other Remedies, it sates: “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… (d) You lose possession of the vehicle by confiscation, forfeiture or other involuntary transfer… If you are in default, after waiting any time the Law requires, we may do any of the following: (a) End this lease and demand that you pay the amount due; (e) Take (repossess) the Vehicle wherever we may find it…” On November 23, 2015, our customer contacted [redacted] and stated concerns with the vehicle running loud and shaking when accelerating. [redacted] advised our customer to take the vehicle into our in-network repair facility for diagnostic. Continued… (Full version provided to the Revdex.com)

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns. When we spoke with the authorized third party on July 07, 2015, we informed the authorized third party we would review the estimate of the non-covered repairs for possible assistance. We did not guarantee all repairs would be covered and needed to gather additional information once the vehicle was taken to the repair facility. Later that day, DriveTime contacted the repair facility and was informed that the front grille had signs of impact damage. At the time of sale, any damages or repairs needed would be noted on the "Customer Delivery Checklist". We have also reached out to the dealership where our customer purchased from and confirmed there were no signs of impact damage on the front grille prior to purchase. The $25 credit posted to our customer’s account on July 27, 2015 and is offered to our customer as a good-will gesture. Attached is our customer’s transaction history for your reference. At this time, DriveTime is unable to accommodate our customer’s request to repair the fog light and lower grille. Should you have any questions or concerns, please contact us by calling us at [redacted]. Sincerely, [redacted] DriveTime Customer Relations Department

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns.At this time, we have no new information and are still unable to accommodate our customer’s request.If our customer would like to reinstate his vehicle and loan with DriveTime, he will need to pay $1,800.00 by May 15, 2015. Our customer would be responsible to pick up the vehicle directly from the auction.If our customer does not wish to reinstate the vehicle by May 15, 2015, the vehicle will be sold at auction. Please refer to page two of the "Redemption and Reinstatement Form" section labeled "Notice of Sale":"…If the vehicle is sold, the sale proceeds will be applied first to the payment of the expenses of retaking, repairing, preparing for sale, and storing of the vehicle and other repossession and collection costs…If we get less money than you owe, you still owe us the difference…"We encourage our customer to contact the Customer Relations Department to discuss his concerns at ###-###-####. DriveTime thanks the Revdex.com for their ongoing support.Sincerely,[redacted]DriveTimeCustomer Relations

February 15, 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 January 15, 2016, our customer entered...

into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2005 Toyota Camry. Our customer also opted to purchase a 5 year/50,000 mile Vehicle Service Contract, administered by [redacted] Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference. All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no need to replace it. Page one of the “Customer Delivery Checklist” under Important Reminder, states: “Our focus of the multi-point 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 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. On that same day, our customer was provided a document titled Retail Purchase Agreement outlining the details of our Vehicle Return Program. On page 1, under Vehicle Return Program, it states: “You will allow 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…” Continued… (Full version provided to the Revdex.com)

For full response, please see attached. On August 3, 2017, we received the requested documentation from our customer. As a gesture of goodwill, we agreed to pay for the needed repairs to the air conditioning compressor, refrigerant, and serpentine belt once our customer brings her account current. We were able to relay this information to our customer this same day and the call was ended on amicable terms. We will continue to work with our customer until this matter is resolved.

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 re-address our customer’s concerns. On December 26, 2015, DriveTime received our customer’s receipts for the completion of the throttle body replacement totaling $445.84. DriveTime would like to make an exception and offer our customer a credit to his account in the amount of $222.92, half of his out of pocket expense. We apologize for any confusion or inconvenience this matter may have caused. DriveTime encourages our customer to contact our Customer Relations department at 800-965-8043 for further assistance. DriveTime thanks the Revdex.com for their ongoing support. If you have any questions or concerns, please contact us by calling us at 800-965-8043.   Sincerely,   Diana C. DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On August 17, 2012, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2006 Dodge Stratus. Attached you will find the Simple...

Interest Retail Installment Contract for your reference. At the time of sale, our customers agreed to make 99 Bi-Weekly payments of $182.01 and 1 final payment of $181.62 beginning September 14, 2012. On January 31, 2015, our customer’s account charged-off at 127 days past due for $1,855.10 On February 5, 2015, DriveTime exercised their contractual right to secure the vehicle, due to the account charging off for non-payment. Please refer to the "Simple Interest Retail Installment Contract," section labeled "Default": "You will be in default if you do not make any payment in full when such payment is due...Additionally, we may take back (repossess) the vehicle" On February 6, 2015, a "Redemption and Reinstatement Form" letter was sent to our customer. The purpose of this letter is to notify our customer of their right to either redeem or reinstate the vehicle within 10 days from the date of the letter. Attached is the "Redemption and Reinstatement Form" for your reference. Later that day, we advised our customer that $2,050 is required to redeem the vehicle. We also informed our customer that any additional storage and/or repair fees that accrued while the vehicle is at auction would be her responsibility. We provided our customer with the auction’s contact information to inquire about their fees due. Our customer stated she would not be able make a payment until February 20, 2015.On February 6, 2015, DriveTime made an exception to place a "hold" on the vehicle at auction. This hold allows the customer 7 days to make a payment and prevents the vehicle from being sold at auction. On February 17, 2015, we informed our customer that the vehicle is no longer under the "on hold" status; therefore, any repairs needed could be initiated by the auction and that the vehicle could be up for sale. Our customer stated she would not be able to make a payment until February 27, 2015. DriveTime then made the exception to place a second hold on the vehicle. We encouraged our customer to keep in contact with us if she is unable to make any payments within the next 7 days. On February 27, 2015, our customer requested DriveTime to have the vehicle transported from the auction once payment is made to redeem the vehicle. We informed our customer, she would responsible to pick the vehicle up directly from auction. We provided our customer the number to the auction and encouraged our customer to contact them directly to get an estimate for separate storage/repair fees owed directly to them. Later that day, our customer contacted us stating there was an additional $500 for repairs completed on the vehicle while at auction. Our customer stated she was not informed of any repair cost she would be required to pay. We informed our customer the previous conversation she had with DriveTime in regards to the potential repair cost added by auction. Our customer advised she would be making the payment of $2050 at Walmart. On February 28, 2015, we informed our customer a "release request" was sent to the auction. We encouraged our customer to contact the auction directly for more information on picking up the vehicle. On March 3, 2015, our customer contacted us and stated the vehicle is not drivable due to a tie rod being broken. Our customer stated she had an inspection done at Sears prior to repossession and the vehicle was in good condition. We informed our customer we would research this and follow up with her when we have additional information. On March 6, 2015, we informed our customer that the additional repairs completed on the vehicle at auction were needed, as the vehicle was not safe to drive. We encouraged our customer to send the Sears repair information to review and compare with the repairs completed at auction. Our customer stated she would not be able to send the paperwork until March 9, 2015. On March 16, 2015, we informed our customer that the repairs completed at auction correlated with comments noted on page one of the Sear’s Inspection Report, under section titled "Under Car" the general comments state: "Oil pan gasket leak; possible front bearing noise." Attached you will find the Sears Inspection Report and the Auction Repair record for your review. We encouraged our customer to contact the auction directly to set up an appointment to pick up the vehicle and get a complete estimate for additional fees that made have accrued at auction. Our customer has until March 31, 2015 to pick up the vehicle or it would be considered abandoned and sold at auction. At this time, we are unable to accommodate our customer’s requests. As a goodwill gesture, DriveTime has mailed a $50.00 [redacted] gift card to the address listed 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, DriveTime Customer Relations

September 3, 2014
[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 August 28, 2010, our customer entered into a simple interest retail installment contract when she purchased a 2004 Chevrolet Malibu. Included you will find the simple interest retail installment contract for your reference.
On September 2, 2014, we contacted our customer and came to an amicable resolution. We will be assisting our customer with a one-payment deferment to bring the account current.
We have removed our customer’s place of employment phone number from our system.
As a goodwill gesture, DriveTime has credited our customer’s principal balance $25.00.
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at 800-965-8043.
Sincerely,
DriveTime
Customer Relations

I had my eye on a car from drive time. I sat down gave all my information and was to get a call back shortly. I waited two days than no phone call.[redacted]

On October 21, 2015, our customer entered into a Simple Interest Retail Installment Contract (Contract) when he purchased a 2010 Ford Focus from DriveTime. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation (Bridgecrest). The vehicle...

came with a 30-day / 1,500-mile DriveCare Limited Warranty, administered by Aeverex. Additionally, our customer elected to purchase a 5-year / 50,000-mile Vehicle Service Contract (VSC), also administered by Aeverex. The DriveCare Limited Warranty and VSC are attached for your reference. All DriveTime vehicles are inspected prior to sale at our DriveTime inspection centers. Components that fail inspection are replaced. Although these inspections are completed, we cannot foresee any potential repairs that may be needed on the vehicle. Since the date of purchase, there has been a total of five claims initiated with Aeverex. These claims consisted of repairs to the transmission mounts, left front wheel bearing, left front drive axle, motor mounts, rocker panels, repainting of the rocker panels, and both rear wheel bearings and drums.  DriveTime and Aeverex approved the transmission and motor mounts, left front wheel bearing, and the left front drive axle while holding our customer responsible for one $100 deductible. DriveTime and Aeverex did not offer assistance with the rocker panels as the concerns were cosmetic in nature and are non-covered under the VSC. Our customer contacted DriveTime on several occasions to discuss assistance with non-covered repairs. During these conversations, he explained that he paid out of pocket for the valve cover gasket, sway bar links, and brake components. We offered to review for reimbursement for the repairs upon receiving paid receipts. After receiving the paid invoices at that time, DriveTime reimbursed our customer a total of $368.11 for the sway bar links and valve cover gasket repairs....(continued on attached)

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'm  not satisfied with this resolution. The company contact my mom and my work after this initial complaint which all violations. They disrespect and insult me by sending a $25 dollar gift card like really that all I'm worth to them. Give the way that call demand money and threat me. I have contact a lawyer about possible lawsuit if we can work this out in this Revdex.com mediation. I have also file complaint with the Florida and [redacted] as while as [redacted] to resolve this issue.  The only thing I want is them to contact me by email if they need to contact me and apology letter.
Regards,
[redacted]

We received this second rebuttal for Ms. [redacted]. She is stating in this rebuttal that we have not posted any of the credits as promised. I have attached the payment history showing that both credits ($233.47 and $133.47) we posted to her account. We then sent her a $25 gift card (for the $25 credit she was referring too) for which I have attached that letter we sent with the gift card. Since then two more payments have come due which is why it is in a repossession status. Please review and let us know how you would like us to proceed.

January 14, 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 September 29, 2015, our customer...

entered into a Closed End Motor Vehicle Lease with DriveTime when he leased a 2005 Mazda Mazda3. The vehicle came with a Vehicle Service Contract for the life of the lease, administered by [redacted]. Attached you will find the Closed End Motor Vehicle Lease and Vehicle Service Contract for your reference. On November 12, 2015, our in-network repair facility filed a claim with [redacted] for the repairs of water pump, serpentine belt, and coolant. [redacted] advised them that the repairs were covered under the terms of the Vehicle Service Contract. On November 17, 2015, our in-network repair facility filed a claim with [redacted] for the repair of engine assembly. [redacted] advised them that they would send an inspector to verify the repairs needed on the vehicle. On November 20, 2015, an inspector verified that sub damage to the vehicle had occurred due to the water pump failure causing the vehicle to overheat. On that same day, our in-network repair facility filed a claim for the repairs of head gasket, head bolts, A/C belt, and an oil change. [redacted] advised our in-network repair facility that the repairs were approved. On December 4, 2015, our in-network repair facility contacted [redacted] and filed a claim for the repairs of chain guide, heater hose and spark plugs. [redacted] advised them that the repair of the chain guide was approved, however, the heater hose and spark plugs were non-covered components. Continued… (Full version provided to the Revdex.com)