DriveTime

October
28, 2015RevDex.comPh.
(602) 212-2232Fax
(602) 263-0997Re:
Complaint # [redacted]To
Whom It May Concern:Thank
you for bringing this matter to our attention. We appreciate the opportunity tore-address
our customer’s concerns.Without
any new information, we are unable to further assist our customer. Our customer
has chosen to reinstate his Closed End Motor Vehicle Lease with DriveTime. We
have reviewed our customer’s account thoroughly and the recovery of this
vehicle has been reviewed as rightful. At
this time, we can offer to split the $300 recovery fee with our customer. We
are willing to make an exception to reimburse our customer $150 either by check
or credit to his account.  If our customer
is would like to accept our offer, we encourage him to contact our DriveTime’s
Customer Relations department at [redacted] DriveTime
thanks the Revdex.com for their ongoing support. Should youhave
any questions or concerns, please contact us by calling us at [redacted]Sincerely,[redacted]DriveTime
Customer Relations

For full response, please see attached. We encourage our customers to provide us with any updates to their contact information in order to ensure any documentation sent by DriveTime is received. We have been unable to locate any request from our customer to change the mailing address on file.   At this time, our customer remains responsible for the remaining deficiency balance on the loan. In order to settle the account balance, we are willing to extend our previous offer of waiving the remaining deficiency balance once our customer satisfies 15% of the total owed ($1,840.00). Once completed, we will request the credit bureaus update our customer’s trade line to a status of “Settled Charge Off”. Should our customer choose not to take advantage of this offer, she will remain responsible for the full unpaid deficiency balance and her trade line will continue to reflect as such with the credit bureaus.   On July 31, 2017, we discussed this option with our customer. However, she has declined the offer at this time and explained she would be seeking legal representation to resolve the matter. Should she desire to discuss the matter further, we encourage her to contact our Customer Relations department at ([redacted]. Additionally, should she seek legal representation, we request they send a letter of representation via email [redacted].

On October 19, 2017, we contacted our customer and addressed her concerns. We advised our customer that should she opt to stay in the vehicle, we would be unable to accommodate her request for her DriveTime trade line to be removed from her credit reporting. However, if our customer was in any way...

dissatisfied with her purchase, we informed her that she could utilize the VRP and return the vehicle to DriveTime by the end of business on October 23, 2017. Subsequently, her DriveTime trade line would be deleted. Our customer expressed satisfaction with her most recent experiences with DriveTime, and we ended our correspondence on amicable terms.   We deeply apologize for the issues our customer encountered during her sales experience. We will be reviewing the situation internally to ensure all corrective action and training opportunities are addressed. As an apology for initially providing our customer with the incorrect down payment amount and for being unable to sell her the vehicle in which she was originally interested, we have sent her a voucher for three free oil changes at one of our partner repair facilities.

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns.On May 20, 2015, an Original Equipment Manufacturer (OEM) filed a repair claim with Aeverex. The OEM noted a repair needed for the throttle body. DriveTime made a one-time exception to cover the cost of the throttle body repair.On May 23, 2015, our customer contacted DriveTime’s Customer Relations Department to inquire about returning the vehicle. We informed her all the repairs were approved and she was outside of the one day return period. We advised at this time she could return the lease vehicle however, there would be no refund of monies paid.Later that day, our customer returned the lease vehicle to the dealership.On May 29, 2015, DriveTime’s Customer Relations Department reached out to our customer to address her concerns. We reviewed the approved repairs and asked if she had any further mechanical issues after those repairs were completed. Our customer verified that the previously approved repairs resolved the mechanical concerns. Our customer advised she chose to return the vehicle due to customer service concerns.At this time, DriveTime is offering the following resolution:DriveTime agrees to:- Refund to our customer one payment in the amount of $221.00.We encourage our customer to contact DriveTime Customer Relations at ###-###-#### in order to take advantage of this offer. To accept this offer, our customer will be required to sign a Full Settlement and Release of Claims. This settlement offer is good until June 22, 2015.We apologize for any confusion or inconvenience this may have caused. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,[redacted]DriveTimeCustomer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On November 16, 2013, our customer entered into a Cancel Anytime Lease Contract when she leased a 2006 Pontiac Grand Prix. Included you will find the Cancel Anytime Lease Contract...

for your reference.On August 16, 2014, our customer was informed that a new insurance declaration page was needed in order to avoid repossession. The insurance we had on file was showing as being cancelled on July 18, 2014. There were multiple calls since that day to try to obtain the updated insurance information.On October 14, 2014, our customer advised that she did not have insurance and she would provide it within the next couple of days. She was advised that this could put her vehicle in jeopardy of being repossessed. Our customer was advised of the needed coverage.On November 10, 2014, we received our customer’s new insurance binder. However, upon further review, the VIN number was incorrect; it was for a 2006 Pontiac G6 instead of her 2006 Pontiac Grand Prix.On January 9 and 10, 2015, calls were made to our customer but we were unable to get through or leave voicemails.On January 18, 2015, the vehicle was repossessed due to the insurance not being updated with the correct VIN number. Our customer called in inquiring why the vehicle had been repossessed. We advised our customer that the insurance had not been updated; the vehicle on her insurance was different from the vehicle she was leasing.On January 19, 2015, we advised of the insurance page with the wrong VIN and not being able to get ahold of her to get the vehicle’s information updated. Our customeradvised that she had changed her phone number. We added the new phone numbers into the system. Our customer had the VIN updated and the new declaration page was provided.Our customer called in later on in the day upset about having to pay for the repossession fees. Our customer stated she was given paperwork that had the wrong VIN number. During this conversation, an exception was made as a goodwill gesture to split the cost of the repossession fees in half; $150 was to be paid by the customer and $150 was to be paid by DriveTime.On January 20, 2015, our customer paid the $150 to redeem the vehicle but was upset about the fees the repossession agency was charging. Our customer stated she was unaware that there would be this additional charge. DriveTime made the exception to cover the $125 agency fee for our customer.On January 22 and 23, 2015, our customer contacted us regarding her vehicle being turned off and wanted to be compensated. We advised our customer that we no longer disable vehicles. We only enable reminder buzzers (a noise) to notify when a payment is past due. Our customer was set up on auto-pay, and taking effect on her February 7th payment. Our customer’s January 14th payment was still past due.As a one-time goodwill gesture, we will credit her account to cover the January 14th payment. This is due to the wrong vehicle information being given to her on an insurance request form.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

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 for the business to perform this action and, if it does, will consider this complaint resolved.In addition, I would like DriveTime to understand that no communication was established because we felt that Revdex.com was competent enough to relay our concerns and work on our behalf to get this issue resolved. 
Regards,
[redacted]

February 11, 2016   Revdex.com   Re: Complaint # [redacted]   Ms. [redacted]   Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.   On December 3, 2015, our customer entered into a Simple Interest...

Retail Installment Contract with DriveTime when she purchased a 2011 Mazda 2. At time of sale, our customer agreed to make 129 bi-weekly payments of $193.60 and one final payment of $193.04 beginning January 2, 2016. Attached you will find the Simple Interest Retail Installment Contract for your reference. DriveTime offers an auto pay option through a third party vendor as a convenience for our customers. In order to enroll, our customers must provide their bank account number and routing number to a DriveTime agent to enroll in the program. The auto pay service will automatically deduct our customer’s payments on the date scheduled. Our customer elected to enroll in the auto pay service at time of sale.     On December 31, 2015, our customer made a payment of $193.60 towards her account.     On January 2, 2016, a payment was drafted via auto pay from our customer’s bank account as scheduled. On January 5, 2016, this payment was returned as insufficient. As a result, a $15.00 non-sufficient fund fee was charged to our customer’s account.   On February 8, 2016, DriveTime contacted our customer to reach an amicable resolution. We advised our customer we would credit her account a total of $30.00 to clear the nonsufficient funds fee from January 5, 2016 and an additional $15.00 to bring the account to a current status.   We apologize for any confusion or inconvenience may have caused. As an additional 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]
[redacted]   DriveTime Customer Relations

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On February 26, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2008 Dodge Avenger. Our customer...

also opted into purchasing a 36 month/36,000 mile Vehicle Service Contract, administered by Aeverex. Attached is the Simple Interest Retail Installment Contract and the Vehicle Service Contract for your reference.  On April 20, 2015, our customer contacted [redacted] and reported electrical concerns for her vehicle. [redacted] informed our customer that electrical repairs are not covered under the Vehicle Service Contract. Please refer to page three of the Vehicle Service Contract, under section labeled Exclusion- What This Vehicle Service Contract Does Not Cover: "All parts not specifically listed as Covered Parts are not covered under this Contract..." On May 18, 2015, we contacted our customer and encouraged her to take her vehicle to a repair facility for an updated diagnostic test. We informed our customer we have submitted a request to [redacted] to accept a claim for non-covered components under the Vehicle Service Contract, so that we may review for possible assistance. We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principal balance.  DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at 800-965-8043. Sincerely, [redacted]. DriveTime Customer Relations

February 1, 2016 Revdex.com Re: Complaint # [redacted] Dear Ms. [redacted], We appreciate the opportunity to re-address our customer’s concerns. When our customer’s accounts become delinquent, DriveTime makes normal attempts to contact our customer to cure the delinquency balance. At that time, our customer has the ability to set payment arrangements with our loan advisors. If a payment arrangement is made and kept, contact with our customer to cure the delinquency balance will cease. On November 10, 2015, our customer contacted DriveTime to place a call restriction on her account so DriveTime would no longer be able to contact her. We advised our customer we would not be able to contact her and she would be responsible for contacting us with any concerns. On December 8, 2015, our customer contacted DriveTime in regard to a check they had mailed in for payment of the vehicle on November 20, 2015. DriveTime advised our customer we would need 24-48 hours to review and our customer would need to contact DriveTime as she wished to maintain contact restrictions on her account. On December 15, 2015, a payment of $161.15 was posted to our customer’s account from a check that was mailed in. At that time, our customer’s account reflected as current. On December 18, 2015, a bi-weekly payment of $161.15 became due. On December 26, 2015, at 8 days past due, our customer returned the vehicle to a DriveTime sales lot as a voluntary surrender. At that time, our customer’s account was updated to reflect as a charge-off voluntary surrender. Without any new information, DriveTime is unable to further assist our customer. If our customer has any additional concerns, we encourage her to contact our customer relations department at ###-###-####. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations

I have spoke to a Carlos From their customer relation department and he told me I spoke to bridge crest a month after I purchased the car Because I was dealing with Dr time for a whole month trying to get them to stick to the agreement and trying to turn it in within the 5 day as they still denied me so that is not holding up their end of the contract. And why would I want a second vehicle when I'm unhappy with what is taking place. I was very convenient that they can't find other records besides the few that they brought-up But I have witnesses That went with me I have people that were next to me when I was having conversations with these people on the phone Or they tell me to unique situation and they can't help me. And at 12:21pm on 3/8/17 Carlos called and left a message to call him back. I spoke with Carlos and he said it was a month after I bought the car that I first brought the tension to bridge crest and like I tried to explain to him I was dealing with dr the time trying to get them to keep up their  end of the deal. And what happened to the money that was supposed to be put on my loan for referring people to their company that never happened I have showed the documentation I can even have my witnesses write statements and get him notarized and even my husband To show that I have tried to work would drive-time to get this resolved And I called bridge crest numerous times and nobody wants to help me. I just want them to honor the agreement because I did try returning the car before the five days and take the car back. And I want to know why Carlos told me I called a month after I bought the car and now they are saying it was four months after.

Revdex.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.DriveTime is unable to place our customer into another vehicle until the insurance claim is completed and payment is received for the remaining amount on the lease. We are currently waiting for the insurance adjuster to contact Bridgecrest with the outcome of their investigation. Additonally, we have made attempts to contact our customer’s insurance adjuster to begin the process. At this time, no claim has been submitted to Aeverex from a repair facility. If our customer paid out-of-pocket for any repairs, we invite her to send in paid receipts via facsimile or email by October 31, 2016, so that we may review for further assistance. Information regarding recalls can be found on the Driver’s Seat Limited Warranty under “Coverage Exclusions”.We apologize for any confusion or inconvenience this matter may have caused. We appreciate our customer’s acceptance of our offer and will remain in contact with our customer until the matter is fully resolved.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,  Jessica H. Customer RelationsDriveTime

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 Drive time keeps saying I had an insufficient fund fee and I did but not because I didn't have the funds. I guess they really didn't read the complaint or listen to any of the calls that I made. So yeah the insufficient fund fee was removed but it shouldn't have even been applied to begin with. I was given poor customer service and treated very rude. The person that called me from Drive Time didn't even listen ro the calls in question.  Horrible Customer service and I will never refer anyone to Drive Time.
Regards,
[redacted]

July 22, 2016   Revdex.com Ph. (602) 264-5299 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 14, 2007,...

our customer entered into a Simple Interest Retail Installment Contract when he purchased a 2004 Mitsubishi Endeavor. Attached you will find a copy of the Contract for your review. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation.    On December 15, 2011, our customer traded in his 2004 Mitsubishi and purchased a 2009 Saturn Aura, which is his current vehicle with DriveTime. Attached you will find this Contract as well, also subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation.    On May 17, 2016, our customer first contacted us to discuss trading in his vehicle. Over the next several weeks, our customer had several conversations with our representatives regarding the specifics of a trade-in deal. The last of these conversations took place on July 6, 2016.   On July 19, 2016, our representative left a message for our customer to discuss the concerns raised in his Revdex.com complaint.   On July 20, 2016, our customer contacted our representative. Our customer stated that he had been waiting for dealership personnel to contact him to discuss the possibility of trading in his current vehicle. Our representative apologized for the inconvenience, and advised that he would reach out to our dealership for a follow-up call to our customer.FULL RESPONSE ATTACHED

At this time, we have placed a hold on the sale of the vehicle at auction. 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.   ...

We have attempted to contact our customer and address her concerns, but we have been unable to reach her. We encourage her to contact Customer Relations at 800-965-8043 so we may work with her toward an amicable resolution.

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On March 8, 2014, our customer entered into a Retail Installment Contract when he purchased a 2011 Chevrolet Malibu. Attached is a copy of the ‘Retail Installment’ contract for...

your reference.At the time of purchase, DriveTime requires our customers to obtain comprehensive and collision insurance coverage. Our customer opted to purchase comprehensive and collision insurance through Great American Insurance Companies.The Notice of Insurance states:“This notice is not a policy of insurance. Coverage under the insured creditor’s policy provides single interest physical damage insurance protecting their interest in the above collateral which is securing a credit agreement. It does not protect the interest or equity of the debtor…”On March 8, 2014, DriveTime received a payment for $68.40 for the comprehensive and collision insurance. Since only one payment was made, the insurance was consequently cancelled. The ‘Notice of Insurance’ has been attached for your review. Page two, of Physical Damage Insurance Requirement Addendum to the Retail Installment Contract states: “That I have not obtained required insurance on my own and am in default of my finance contract. I understand that CREDITOR will insure its own interest in my vehicle under their CPI policy and that I will be responsible to pay the cost to CREDITOR of such insurance as documented below. I understand that this limited physical damage insurance coverage does not include liability coverage and that I have or will obtain liability insurance from an agent or company of my choice.”Our customer read and initialed this notice. The ‘Physical Damage Insurance Requirement Addendum to The Retail Installment Contract has been attached for your review. DriveTime has attempted to contact our customer but has been unsuccessful. As a goodwill gesture DriveTime has applied a $25 credit to our customer’s principal balance.At this time, DriveTime is unable to assist our customer with his request to repair the vehicle, and/or redeem the vehicle from the police impound.We thank the Revdex.com for their continued support and allowing DriveTime to address our customer’s concerns. If you have any questions, please contact us at ###-###-####.Sincerely, DriveTime Customer Relations Team

Dear Ms. [redacted],Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On November 10, 2014, our customer entered into a Cancel Anytime Lease Contract when she leased a 2005 Ford F150. The vehicle came with a Life of Lease Warranty,...

administered by Aeverex. Included you will find the Cancel Anytime Lease Contract and the Life of Lease Warranty for your reference. On December 3, 2014, our customer contacted DriveTime in regards to the transmission repair. Our customer was advised that we could provide a per diem credit for the days her vehicle would be in the shop for this repair. We also advised a reimbursement for tow could be arranged as well. These were both exceptions made for our customer due to the short time being in the vehicle. On December 9, 2014, we called the repair facility to see when the vehicle would be ready for pickup and how long the vehicle has been in their possession. They advised the vehicle would be ready on December 10 and has been there since December 3. On December 10, 2014, we contacted our customer to go over her [redacted] complaint. We advised we are in the process of crediting her account for the 7 days the vehicle was in the shop. We informed her that the credit will go towards her past due balance. Our customer inquired as to why her the first payment did not post to the account for she made the payment through our payment vendor. We asked our customer to send in her receipt for the payment that did not post. We also advised our customer to send in her cab fare receipts for possible reimbursement. At this time, we are waiting on the receipts from our customer to come to an amicable resolution. DriveTime thanks the [redacted] for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns.
On September 25, 2014, we contacted our customer and offered the following resolution. We offered to make an exception to cover the shifter assembly. In exchange, our customer would be required to redeem the vehicle. We would also review the brakes for a possible exception since on April 16, 2014 the brakes were at 8mm, which met safety standards and manufacturer specifications. Our customer informed us he no longer wants the vehicle.
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted]- [redacted].
Sincerely,
DriveTime
Customer Relations

January 7, 2016   Jasmine Hill Revdex.com Ph. (602) 212-2216 Fax (602) 263-0997    Re: Complaint # [redacted]   Dear Ms. Hill,   Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns. Without any new information, DriveTime is still unable to accommodate our customer’s request to get into a different vehicle. On December 22, 2015, we informed our customer that in order to review the claim for his tires, we would need to obtain pictures depicting the condition of the tires needing replacement. Once we receive these pictures from the repair facility we will be able to review for possible assistance. In order for proper assessment of coverage to be made for any new mechanical concerns, a repair facility must perform a diagnostic test to determine what repairs are needed. Once a repair facility files a claim with Aeverex regarding the repairs needed, Aeverex can assess if the repairs are covered under the Vehicle Service Contract. To date there has been no record of any repair facility claims filed with Aeverex for our customer’s oil leak concerns. We encourage our customer to take the vehicle to a repair facility to be diagnosed. Once a repair claim is filed with Aeverex, we can review possible options for assistance. Should you have any questions or concerns, please contact us by calling us at [redacted]   Sincerely,   Natalie H. DriveTime Customer Relations

February 2, 2017   Revdex.com Attn: Jasmine Hill Ph. (602) 212-2232 Fax (602) 263-0997    Re: Complaint # [redacted]   Dear Ms. Hill,   Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. DriveTime has made several additional unsuccessful attempts at reaching our customer. At this time, DriveTime has not received the requested maintenance records from our customer. DriveTime requires a copy of our customer’s vehicle maintenance history to further explore her questions regarding the vehicle maintenance. Aeverex initially denied the claim for the engine replacement, due to having no sufficient records of our customer’s vehicle maintenance (oil change receipts). We encourage our customer to contact our Customer Relations department a[redacted] for further assistance. Without any further information, DriveTime is unable to accommodate our customer’s request to assist with the vehicle repairs. Once we receive the requested oil change records, DriveTime can then further review for possible assistance. We apologize for any confusion or inconvenience this matter may have caused. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted].

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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
Donis Mitchell