DriveTime

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].

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

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]

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.

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.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]

On April 27, 2016, our customer contacted Aeverex with concerns about the check engine light on in the vehicle and the transmission light on in the vehicle. Aeverex referred him to an in-network repair facility to have the vehicle diagnosed. On April 28, 2016, an in-network repair facility filed a...

claim with Aeverex for the engine diagnosis and the transmission diagnosis. Due to the vehicle’s factory warranty, the aforementioned repair facility referred our customer to the Original Equipment Manufacturer (OEM) for additional diagnosis. On June 8, 2016, DriveTime contacted our customer to address his concerns. We encouraged him to provide us with all documentation from the OEM related to the issues described in the complaint, for review and options for possible assistance. At this time, upon receiving the above-mentioned documentation, we would like to extend the offer to exchange the vehicle, rescind his current Contract, and enter into a new Simple Interest Retail Installment Contract. To accept, we request our customer contact our Customer Relations department at [redacted] We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has applied a $25.00 credit toward 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 [redacted] Sincerely, Brodie H. Customer Relations Department Please see attached PDF for the full response.

To Whom It May Concern: Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.The actions described in our customer's correspondence are clearly not in keeping with DriveTime's set standards of service and...

support. DriveTime strives to make each customer’s experience both rewarding and pleasant, while ensuring that every customer is treated with the utmost respect.  On August 1, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2006 Ford Focus. Our customer also opted to purchase a 5 year/50,000 mile DriveCare Plus Protection Package, administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and DriveCare Plus Protection Package for your reference.On July 14, 2015, our customer contacted Aeverex about canceling his DriveCare Plus Protection Package. Our customer provided the proper cancellation documents for the refund to be processed. On July 15, 2015, our customer contacted Aeverex inquiring into the status of the refund for the DriveCare Plus Protection Package. Aeverex informed him that the refund had been sent to DriveTime to be credited to this principal balance and advised him that this refund typically took 4-6 weeks to process. On August 27, 2015, our customer contacted DriveTime about the status of his refund for the DriveCare Plus Protection Package. While a representative was researching the matter, the call was disconnected. On September 1, 2015, DriveTime contacted our customer and advised him that the refund of $1,466.38 had been applied to his principal balance. We advised that this credit would reflect as having been applied on July 10, 2015 to match the date of cancellation. Our customer was satisfied with this resolution, and we ended our correspondence on amicable terms.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 principle 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.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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On October 15, 2011, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2005 Chevrolet Malibu. Included you will find the Simple Interest...

Retail Installment Contract for your reference.
On May 16, 2014, our customer requested a three (3)-payment deferment due to out of pocket repair expenses.
On May 29, 2014, we attempted to reach our customer to sign the modification documents and complete the three (3)-payment deferment. We also emailed the modification documents to her email, to notify her the documents were going to expire on May 31, 2014. Our customer did not sign the modification documents to complete the three (3)-payment deferment.
On June 9, 2014, we reached out to our customer due to her account reaching 38 days past due. At that time, our customer stated she received a modification for a three (3)-payment deferment and it should have completed. We informed our customer that the modification had expired. Our customer stated she would return the vehicle to DriveTime and disconnected the call.
On July 15, 2014, we reached out to our and came to an amicable resolution. As a goodwill gesture, DriveTime has agreed to honor the three (3) - payment deferment in addition to another one (1)-payment deferment and credit one (1) - payment to her account, contingent upon her making one (1) bi-weekly payment of $216.01.
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted].
Sincerely,
[redacted]
DriveTime
Customer

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

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 had a complaint done on drivetime before about the same vehicle since I got it I had issues from day one they wouldnt fix its a 2009 Mishubishi Gallant.I fount out that the car had water damages which made the parts bad on my car.so I contact u guys because the issue wasnt being solved.after a month they decided to contact me on 9/6/2006 which I purchased the car on the 8/9/2014 ,to inform me to take my car get inspector to look at it [redacted] never look at the car when I take it cuz I took it so many times they was tired I had to get another shop to look at it to bring it back and let [redacted] the issues it was having the still didnt check it out till inspector came.then they fixed roller and brakes they call me to pick it up it was making the same noise but louder feels like something is loose under my wheel also I took it back he then sats he couldnt fix it somebody had been fumbling inside steering collard.but the noise is at my tires and so is the loosehe says your whole car rusty u gone have issues I said why wasnt everything replaced.I called customer service same issue is before I asked for another vehicle they say [redacted] had to put in a claim I called back next day she then tell me he says he tighten steering when it was false he did nothing to it he drove it thats all he did to it am proof .am tired of fooling with with this vehicle its been stress because when they found out this vehicle had rust issues they should have switched out my car right then.I wanna be done fooling with drive time there bussiness isnt good at all I am buying a lemon and who wants to pay 18 thousand for a lemon I am a single parent working two jobs 7 days a week.they falsely told me that this vehicle had a history report on it and also gave me papers.if it was done than how can they not know about the damages from where they got it from. and that this car was completely rusted badly. Product_Or_Service: Mishibishi Gallant Order_Number: [redacted] Account_Number: [redacted] 
I would like my deposit and my carnote payment returned on this vehicle to take my bussiness where wanted by loyal customers.I dont deserve that am a single parent working hard with two kids .I have went through mental destress they have put my through I tried being quartile with them and ask for a exchange they are being incorporate I got a new used lemon thats not gone hold up from water damages.there bussiness is bad I want a refund asap
Regards,
[redacted]

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].

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

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.

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 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 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

Concern: ·         Our customer stated that he previously filed a Revdex.com complaint due to DT not reporting the trade line to any of the credit bureaus ·         Our customer stated that he was promised that we would report...

to all three credit bureaus for at least 1 year  Resolution: ·         $25.00 gift card sent to the address provided ·         Unfortunately, DriveTime was unable to update the trade like in May 2015 due to a previous bankruptcy. ·         Due to the loan being paid off, DT is unable to update the trade line with Experian and Transunion at this time ·         DT has requested a manual update with Equifax, as they are the only bureau in which we can reinstate the trade line.

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