DriveTime

March 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 re-address our customer’s concerns. On March 2, 2016, DriveTime contacted our customer in an attempt to address his concerns. We advised him that the tires were above safety standards prior to purchase and driving the vehicle excessively will result in the vehicle needing maintenance related repairs more frequently. Our customer drove 4,806 miles in approximately one (1) month and unfortunately, DriveTime is unable to provide assistance with the tire replacement. Our customer understood and the call was ended on amicable terms. On March 8, 2016, DriveTime applied a $25.00 goodwill credit towards our customer’s principal balance. Without any further information, we are still unable to accommodate our customer’s request to replace the two rear tires on the vehicle. We apologize for any confusion or inconvenience this matter may have caused. We encourage him to contact our Customer Relations department at [redacted] should he have any additional questions or concerns. 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, Diana C. DriveTime Customer Relations

October 31, 2015RevDex.comPh.
(602) 212-2232Fax
(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. At this time,
DriveTime has found a resolution to report accurately for accounts that have
had a previously discharged bankruptcy. This update should reflect on our
customer’s credit reporting within 30-60 days. We will be reinstating these
trade lines with Experian, Equifax, and TransUnion.Should our
customer has any questions or concerns regarding this update, we encourage him
to contact DriveTime Customer Relations 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 8[redacted]
Sincerely,[redacted] DriveTimeCustomer
Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On June 27, 2014, our customer entered into a Closed End Motor Vehicle Lease Contract for a 2007 Mercury Monterey. Our customer signed a contract agreeing to make 64 bi-weekly...

payments of $218.92 beginning on July 12, 2014. Included you will find the Closed End Motor Vehicle Lease for your reference. On July 12, 2014, a payment was due for $218.92. Our customer did not make the payment as scheduled. On July 19 , 2014, DriveTime activated a buzzer within the vehicle as a courtesy to alert our customer of the past due balance. The buzzer is a device that activates upon ignition, which emits a noise to alert our customers when they are in default of the lease agreement. On July 26, 2014, a payment was due for $218.92 making our customer $437.84 past due. On August 1, 2014, DriveTime recovered its collateral due to non-payment. On August 6, 2014, DriveTime contacted our customer to clarify the normal collection processes. Our customer acknowledged our processes and had no further questions.  At this time, DriveTime is unable to accommodate our customer’s request of a full refund. As a goodwill gesture, DriveTime has applied a $25 credit to our customer’s outstanding 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 received your e-mail about rejecting what drive time had said. Seeing where they said they would credit my account of 25 dollars is an insult to myself. I finally got a hold of the company and I feel as if they are lying to me. They are claiming that the credit bureau stopped them from reporting. I have had to contact a lawyer to send in the payment history and a letter to the credit bureau to fix my credit report. I feel like since I am the one having to take action to fix the problem and am still going to have to wait at least 60 more days for it to reflect on my credit report that drive time should do more.
Regards,
[redacted]

January 11, 2016 Revdex.com Re: Complaint # [redacted] Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. Parts that...

fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no need to replace it. On September 9, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2005 Mini Cooper. At time of sale, our customer opted to purchase a Vehicle Service Contract administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference. On June 22, 2015, our customer canceled her Vehicle Service contract through Aeverex. At that time, her policy became inactive and a pro-rated refund of the product was applied to our customer’s principal balance. On January 4, 2016, our customer contacted DriveTime in regard to a rust concerns she was experiencing with the vehicle. We advised our customer to have the vehicle taken to an in-network repair facility to diagnose the vehicle. We encouraged our customer to have the in-network repair facility provide an estimate and pictures of the vehicle to DriveTime to review for possible assistance. On January 7, 2016, DriveTime contacted our customer to reach an amicable resolution. We advised our customer once an estimate and pictures of the rust concern are received, we will be able to further review for possible assistance. As a good-will gesture, DriveTime has applied a $25 credit towards our customer’s principal balance. Should you have any questions or concerns, please contact us by calling us at [redacted] Sincerely, DriveTime Customer Relations

September 14, 2015 BetterBusiness BureauPh.(602) 212-2232Fax(602) 263-0997   Re:Complaint #[redacted] To Whom ItMay Concern:  Thank you for bringingthis matter to our attention. We appreciate the opportunity to address ourcustomer’s concerns.The actions described inour...

customer's correspondence are clearly not in keeping with DriveTime's setstandards of service and support. DriveTime strives to make each customer’sexperience both rewarding and pleasant while ensuring that every customer istreated with the utmost respect.On November 24,2014, our customer entered into a Simple Interest Retail Installment Contractwith DriveTime when he purchased a 2008 Chevrolet Trailblazer. At the time ofsale, our customer agreed to make 142 bi-weekly payments of $223.86 and onefinal payment of $221.96, beginning on December 13, 2014. Attached you willfind the Simple Interest Retail Installment Contract for your reference.On November 25, 2014,our customer enrolled in DriveTime’s automatic payment withdrawal service (AutoPay) and arranged for his bi-weekly payments to be automatically drafted fromhis bank account. Auto Pay is available to all DriveTime customers as aconvenient way for them to make payments at no cost to them. On February 10,2015, our customer’s bi-weekly payment was returned as insufficient funds.  We cancelled Auto Pay at that time.On February 11,2015, our customer contacted DriveTime in regard to the payment being returned.Our customer advised he would contact his bank to determine why the funds werenot available. On February 13,2015, our customer contacted DriveTime to reenroll in Auto Pay. He was requiredto provide the account and routing numbers to his bank account to reestablishthis service. On February 14,2015, Auto Pay was automatically cancelled because the system was unable tolocate an account. DriveTime attempted to contact our customer to inform him ofthis change. On March 26, 2015,our customer contacted DriveTime in order to reenroll in Auto Pay. Our customerprovided and confirmed his banking information to reinstate the service.On March 31, 2015,Auto Pay was automatically cancelled because the account provided was reflectingas closed. DriveTime attempted to contact our customer to inform him of thiscancellation. Since this time,our customer has not reestablished Auto Pay with DriveTime. We do not retainany of our customers’ banking information once Auto Pay is cancelled, and allconfidential account and routing numbers are deleted. On August 11,2015, DriveTime received a payment to our customer’s account from a bill-payservice administered by our customer’s financial institution. DriveTime was notdirectly involved in or directed the withdrawal of this payment. On August 12,2015, our customer contacted DriveTime stating that funds had been taken byDriveTime without his permission the previous day. We advised our customer thatthese funds were sent via a bill-pay service administered by his financialinstitution and were not withdrawn by DriveTime. On September 4,2015, our customer contacted DriveTime stating that we had once again takenfunds out of his account for payment. We advised our customer that this paymentwas not directed by us but it was sent via a bill-pay service administered byhis financial institution. On September 11,2015, DriveTime contacted our customer and came to an amicable resolution. As agoodwill gesture, DriveTime reversed the payment of $223.86 from August 11,2015 to be returned to our customer’s bank account. DriveTime has offered twopayment deferments to assist our customer with curing the delinquency balanceon his account. Once our customer makes a payment of $87.32, DriveTime will beable to provide this assistance. We encourage ourcustomer to contact his financial institution in regard to the payments beingsent via a third-party bill-pay service. If our customer needs any assistancewith payment options in the future, we encourage him to contact our Customer Servicedepartment at 800-967-8390. We apologize forany confusion or inconvenience this matter may have caused. As a goodwillgesture, DriveTime has applied a $25.00 credit to our customer’s principalbalance. DriveTimethanks the Revdex.com for their ongoing support. Should you haveany questions or concerns, please contact us by calling us at [redacted]  Sincerely,  
[redacted]DriveTime CustomerRelations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. DriveTime has reviewed our customer’s concerns and found our dealership erroneously provided our customer a booklet that should have been disposed of as our GAP Insurance Loss Program had changed. However, this was not done and we apologize for the confusion this has caused our customer. The particular part of our website our customer is referencing is part of our online glossary for programs through DriveTime. The program he is referencing is Total Loss Protection, which was offered to our customers who purchased between November 28, 2011 and December 31, 2012, before we had GAP Coverage as a product.  We have provided all related training opportunities to ensure our dealership representatives are not providing inaccurate information for our ancillary products. We can confirm on July 29, 2017, we successfully assisted in contracting our customer into 2015 Chrysler 200. Please see the below explanation of events. On June 15, 2017, our customer entered into a Simple Interest Retail Installment Contract when he purchased a 2013 Hyundai Veloster. The Contract was subsequently assigned to Bridgecrest Acceptance Corporation (Bridgecrest). Our customer also elected to purchase GAP Coverage, administered by SilverRock. The Contract and GAP Addendum is attached for your reference.At the time of sale, DriveTime requires our customers to maintain comprehensive and collision coverage insurance on the vehicle. If our customers are involved in a total loss accident, their insurance provider/adjuster must file a claim with our Total Loss department. Once the insurance company determines the insurance claim payout amount and issues a check to be processed by Bridgecrest, our Total Loss department will submit the necessary documentation to SilverRock for them to process the GAP Coverage.... (continued on attached)

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 June 19, 2015, our customer entered into a Conditional Sale Contract and Security Agreement with DriveTime when he purchased a 2009 Chevrolet...

HHR. Our customer also opted to purchase a 5 year/50,000 mile Vehicle Service Contract, administered by Aeverex. All DriveTime vehicles are thoroughly inspected prior to sale at our 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...” DriveTime made several unsuccessful attempts to contact our customer to address his concerns and reach an amicable resolution. On December 21, 2015, our customer contacted DriveTime. We advised him that he will need to contact Aeverex to process his request of cancelling his Vehicle Service Contract, however, we does not advise our customer’s to do so. If our customer opts to cancel it, the cost associated with any repairs needed on the vehicle will be his responsibility. We also requested that he submit his paid receipts for the completed repairs to DriveTime so that we may review for options for assistance. Currently, we have not received his receipts for the repairs completed on the vehicle. We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, we have applied a $25.00 credit to our customer’s principal balance. Sincerely,   DriveTime

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns. On January 29, 2015, our customer contacted Aeverex with concerns about the vehicle’s windshield wiper blades, tire pressure sensors, air filter, and emission system. Aeverex advised our customer these items are not covered under the Vehicle Service Contract. On April 15, 2015, an out-of-network repair facility filed a claim with Aeverex for the thermostat, ignition coil, door panel, tire pressure sensor, seat panel, and coolant. As these repairs are not covered under the terms of the Vehicle Service Contract (VSC), Aeverex did not approve them. When repairs are not covered by the VSC, our customers are responsible for any diagnostic fees the repair facility may charge. This takes the place of the deductible customers are responsible for when repairs are approved. On April 17, 2015, we contacted our customer and advised her that if she brought her account only one payment ($433.54) past due, we would make an exception to approve the non-covered thermostat, coolant, ignition coil, and tire pressure sensor repairs ($657.95). Due to the amount of time our customer has been in the loan (one year and four months) and the number of miles the vehicle has been operated since the time of purchase (16,640), and because DriveTime does not typically assist with physical damage, our customer will remain responsible for the non-covered door panel and seat panel repairs ($598.33). We advised our customer that if she were to pay this amount out-of-pocket and provide us with paid receipts, we would defer her final past due payment to the end of her loan as an option for further assistance. The same day, we educated our customer on the process for cancelling the VSC. As DriveTime is unable to process this cancellation, our customer must contact Aeverex at ###-###-####, and they will assist her with cancelling the VSC. The pro-rated refund for this optional product will then be applied to the principal balance of our customer’s DriveTime account within 30 days. On May 4, 2015, we contacted our customer regarding the above agreement. Our customer made a payment of $532.08, bringing her account only one payment past due, and per the above agreement, DriveTime made the exception to approve the thermostat, coolant, ignition coil, and tire pressure sensor repairs through Aeverex. We advised our customer to send us the paid receipts for the additional non-covered repairs for which she was still responsible. Upon receiving these receipts, we will defer one payment to the end of our customer’s loan, provided her account is only one payment past due at the time. All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no need to replace it.On page one of the Customer Delivery Checklist, under Important Reminder, it is stated:“Our focus of the multi-point inspection is primarily the safety and reliability of your vehicle…Please 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, it is stated:“…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.We are unable to alter the payment amount that our customer is contractually responsible for each month. However, if our customer needs additional time to make a payment, she can contact our Customer Service department at ###-###-#### to make payment arrangements on her account.At this time, we are unable to accommodate our customer’s request for DriveTime to cover the costs for the door panel and seat panel repairs needed on the vehicle. 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 ###-###-####. Sincerely,[redacted]DriveTime Customer Relations

[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]

(Please see attached for full response)On July 24, 2017, we were notified the estimated date of arrival for the duplicate title was August 3, 2017. We obtained a third temporary tag, valid through October 22, 2017, to allow for the duplicate title and registration process to be completed. On...

July 27, 2017, we confirmed the third temporary tag arrived at our dealership and our customer had possession of it.  Once we receive the duplicate title, we will actively work to have the information processed in an expedient manner for our customer. We sincerely apologize for the frustration this matter has caused.  We have made several attempts to contact our customer to address her concerns. We will continue our attempts to reach her to discuss her concerns. We encourage our customer to contact our Customer Relations department at [redacted]. As a gesture of goodwill, we have applied a $100.00 credit toward our customer’s payments.

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 issue is that the business calls customers under the premise that it is an attempt to collect information concerning the payment of a debt. Once a customer relays the information requested (i.e. when payment will be made) their no longer remains a legitimate business need to continue hounding the customer for the same information received on a previous call.Also, it appears that this company retaliated against me for attempting to exercise my rights as a disabled person under the ADA. Due to my anxiety condition, I asked that I not be called repeatedly but that all communications be made in writing.When asking for an extension on my 2nd payment, the customer service rep linked my asking for a reasonable accommodation to her refusal to grant me an extension to pay my car payment (on the 15th of May) by saying "since we can't call you".In terms of the default provision in the contract, it is clear from line 1 that the company gives these default provisions a liberal application. I am sure that they do not reposes vehicles simply payment "is not made when due". If given a literal application that would mean they could take possession of a vehicle the very next day after payment is missed.I ask that this company modify its telemarketing activities to respect customers ,who due to a good faith reason, may be late on their car payments. I also ask that they not retaliate against customers with anxiety-based conditions if asked to provide a reasonable accommodation to not continually call them. 
Regards,
[redacted]

The company contacted me with the same story, "I'm sorry",  just cause they game me a $50.00 gift card everything is suppose to be alright. As for them giving me have of what I put into the car, they tried too make it seem as if I was incompetent and told me they did give me half of my money! Okay so let's break it down, the time I had the vehicle I paid $1628.69, half of that would have been $814.35, they did give me $464.54, leaving a balance of $349.81.  I will not be satisfied until I get the remaining balance and I get credit for the deposit amount that was transferred. What I mean by the deposit amount transferred?  Well when you purchase a vehicle from drive time each vehicle has a required down payment, anything over that down payment lowers your monthly payment amount. However for some reason, for this vehicle that rule did not apply and nobody can seem too explain to me why!  I don't think I'm asking for to much, especially after the service I received. Even though it's not my fault I had to be put into another vehicle at such short notice and my co-buyer was away on a family emergency, I have no choice but to accept he can not be added to my account until after 6 months, which also effected my APR.  So "NO", I do not accept their response!  Give me what I'm owed and make my down payment count!!!! That's all I ask!!! God bless!!

On September 26, 2017, we contacted our customer and began working toward an amicable resolution. We advised we would have a check cut in-house and would send it via [redacted] overnight shipping to arrive no later than September 29, 2017. At this time, our customer has expressed satisfaction with this...

resolution.

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On June 18, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2011 Chevrolet HHR. Attached you...

will find the Simple Interest Retail Installment Contract for your reference. DriveTime does not compete on price, nor do we hide it. We encourage our customers to research all aspects of their purchase. Our customer had the opportunity to sign and review the following documents: Retail Purchase AgreementWhat you need to know about financing a vehicle with DriveTimeSimple Interest Retail Installment ContractIncluded you will find a copy of the above referenced documents for your review. DriveTime’s vehicle pricing is subject to several factors. Included in the total sale price of our customer’s vehicle are the following:DriveTime’s DriveCare Limited WarrantyGPS device providing anti-theft services GAP coveragePage two (2) of the “What You Need to Know about Financing a Vehicle with DriveTime” document, section “Recalls” states:“Used vehicles may be subject to manufacturer recalls to repair, at no cost to you, mechanical or operational problems. Only new car dealers are allowed to dothese repairs. You should confirm with a new car dealer that your vehicle does not require recall repairs.”A copy of the “What You Need to Know about Financing a Vehicle with DriveTime” document is attached for your reference. On March 12, 2015, our customer’s account was 98 days past due for $1,474.70. This past due balanced resulted in default of contract and securing of the vehicle. Our customer called DriveTime and alleged she made an online payment of $800.00 on March 9, 2015. She was advised that nothing was showing in the system and to provide a confirmation number, running bank statement, or a transaction history showing the posted payment. Customer stated she printed the confirmation but that she left it in the car. She was advised she would be able to redeem her vehicle by paying the past due balance, a $300 repossession fee, and the re-key fee for up to $125.00. Our customer claimed that DriveTime stole her vehicle and her personal belongings that were in the vehicle, therefore she will not pay any fees. She was advised she would have to speak with the repossession agency that picked up her vehicle in order to retrieve her belongings.For any personal belongings in the vehicle at the time of recovery, a customer would retrieve them from the recovery agency. Typically, a customer would have 30 days to claim personal belongings and a fee may be required from the agency to obtain them. On March 17, 2015, our customer called DriveTime in regards to paying the fees necessary to redeem her vehicle. We advised that the vehicle was already transported to auction and that separate auction fees may be assessed to redeem. Customer advised that we need locate the $800.00 she had paid. Customer stated she does not have bank statements or receipts for the payment because she utilized her SSI card to make the payment. We advised that we did not see any rejected payments for her account and that a confirmation number would have to be provided.On March 24, 2015, our customer contacted DriveTime and claimed that many of belongings were missing from her vehicle. Customer advised that DriveTime needs to pay for replacements. We advised our customer that she would have to go back to the repossession agency for property disputes.At this time we are unable to accommodate our customer’s request to return all monies paid or replace personal belongings.We are unable to contact our customer to address her concerns due to a full cease and desist she placed on her account. We encourage our customer to contact our Customer Relations department at ###-###-####, to discuss her concerns. 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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. DriveTime has reviewed all our recent phone conversations with our customer. We determined that all calls were handled in a professional manner and in keeping with DriveTime’s set...

standards of service. Furthermore, we are unable to locate a call or instance where a representative advised our customer that it is not our procedure to notify customers when an in-network repair facility ceases operations. When our customer initially contacted DriveTime on September 12, 2017, she indicated she was already aware of where to take the vehicle to have an oil change completed.DriveTime spoke with our customer on September 13, 2017 to discuss her concerns further. She explained she changed the oil on her own and would not be able to produce documentation for this service. We advised we would approve the engine replacement as a one-time goodwill gesture. Our customer expressed satisfaction with our resolution, and we ended our correspondence on amicable terms. A detailed explanation of events is provided below. On November 16, 2015, our customer entered into a Closed End Motor Vehicle Lease Agreement (Agreement) when she leased a 2007 Toyota Camry from DriveTime. The vehicle came with a Drivers Seat Limited Warranty (Warranty), administered by Aeverex. The Warranty and Agreement are attached for your reference. The Warranty includes a Drivers Seat Maintenance Program, which provides coverage for oil changes that should be performed every 4,000 miles. DriveTime has reviewed our customer’s maintenance history with Aeverex and found that the mileage between oil changes was consistent up until August of 2017. Our customer had oil changes completed on March 24 and August 8, 2017 at an in-network repair facility Between these dates, the vehicle was operated 8,469 miles....(continued on attached)

We regret that we were unable to provide our customer with additional assistance prior to the recovery of the vehicle. It is our customer’s responsibility to stay in communication with Bridgecrest while undergoing a financial hardship. While Bridgecrest made daily attempts to contact our customer between May 4 and July 25, 2017, she did not reciprocate communication with them during this time. As a result, Bridgecrest was unable to continue working with our customer on a plan to cure account delinquency.   As we are accurately reporting our customer’s loan status to the three major credit bureaus, we are unable to accommodate her request for the deletion of her trade line. Should our customer still desire to reinstate her loan, she may contact Bridgecrest’s Redemptions department at [redacted] The offer to reinstate her loan for $1,260 will remain valid until August 31, 2017.

Nothing has been done. went to Drive Time on February 2 2016, Damon B[redacted] stated the director from Arizona was in the back, took my paperwork and replied he was gone to lunch. I would like my deposit back. Having brake issues as well that were supposed to be fixed from Benchmark on January 5, 2016 two days after purchasing the vehicle.

February 19, 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 December 31, 2015, our customer...

entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2013 Dodge Caravan. 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, it 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 the “Customer Delivery Checklist.” Attached you will the Customer Delivery Checklist for your review. On February 8, 2016, our customer contacted [redacted] and stated that the check engine light had come on. [redacted] advised her to take the vehicle into an in-network repair facility for diagnostic. On February 9, 2016, our in-network repair facility filed a claim with [redacted] for repairs of leak detection pump and motor mounts. [redacted] advised them that the repairs were non-covered components. Continued… (Full version provided to the Revdex.com)

Dear Ms. [redacted],Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On May 07, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2005 Mercedes-Benz. Attached you will...

find the Simple Interest Retail Installment Contract for your reference. On October 27, 2014, our customer contacted DriveTime to request a modification that would allow a pay schedule due date change and a one-payment extension. The approved modification documents were sent to our customer to be signed and returned. On November 04, 2014, our customer contacted DriveTime to verify if the signed documents were received. We verified that we did not receive them and advised our customer to re-fax the documents. On November 11, 2014, we received the signed documents; however, the new due date chosen by our customer had passed causing the modification agreement to expire. On November 24, 2014, our customer contacted DriveTime to inquire about receiving a new modification that would allow a pay schedule due date change and a two-payment extension. We advised our customer that she would have to make the October payment that is pass due in order to approve a new modification agreement. Our customer paid the past due balance on December 06, 2014 and new modification documents were provided to our customer. The modification agreement was finalized on December 16, 2014. The two-payment extension was applied towards the November and December payment. Our customer was to resume her normal payment schedule beginning January 16, 2015. A system error occurred causing the account to reflect a payment being required for December. DriveTime applied a credit of $466.04 to bring our customer’s account current. On January 21, 2015, we contacted our customer to discuss her Revdex.com complaint. We advised our customer that her account is now reflecting accurately and that her new payment due date is March 16, 2015. Our customer advised that her husband has an account with Credit Karma and that the loan with DriveTime had disappeared. I advised our customer of DriveTime’s credit reporting hold due to the enhancement updates being applied to our reporting system. Upon completion of the updates, our systems would resume reporting in February 2015 and backdate from October 2014. Our customer inquired if we would report her payments for October as late, I advised our customer that those payments would not report as late. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s account. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations