DriveTime

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to 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

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.

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

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.

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]

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
 
On September 13, 2014, our customer entered into a Closed End Motor Vehicle Lease contract when she leased a 2005 Chevrolet Trailblazer. The vehicle came with a Driver’s...

Seat Limited Warranty agreement, administered by Aeverex. Included you will find the Closed End Motor Vehicle Lease contract and the Driver’s Seat Limited Warranty agreement for your reference.
 
On October 31, 2014, we contacted our customer and encouraged her to take the vehicle to a repair facility to address her concerns.  We advised our customer that, in order to review for assistance, we would need an updated claim on file. Our customer has since declined our assistance and stated that she would be returning the vehicle under the terms of the “cancel anytime” lease agreement.
 
As a goodwill gesture, DriveTime has applied a $25 credit towards our customer’s payments.
                      
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted].
 
Sincerely,
 
DriveTime
Customer Relations

Dear Ms. Hill, On October 17, 2014, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2013 Jeep Patriot from DriveTime. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. Our customer also opted to purchase the Guaranteed Auto Protection (GAP) administered by Aeverex. Attached is a copy of the Simple Interest Retail Installment Contract and GAP Installment Sale Contract/Loan/Lease Agreement Addendum, for your reference.   At the time of signing, DriveTime reviews each document with our customers and strives to ensure they understand what they are committing to do. By signing these documents, they are asserting that they have read and fully understand the terms enclosed. We encourage our customers to review all paperwork thoroughly before signing the contract. On page two of the Simple Interest Retail Installment Contract, under ‘Itemization of Amount Financed,’ is an itemized summary of fees, products, and services calculated into the financing of the vehicle.   Our customer agreed to make 147 bi-weekly payments of $237.87 and 1 final payment of $235.07, beginning November 15, 2014. Our customer was provided a payment schedule, outlining her payment due dates, attached for your reference.   On page 3 of the Contract, under subsection “Vehicle Insurance,” it states:   ‘You must insure yourself and us for the term of this Contract against loss of or damage to the Vehicle with a policy in the Buyer’s name. You must maintain comprehensive fire, theft and collision coverage, insuring the Vehicle in an amount acceptable to us, name us as loss payee and provide whatever evidence of insurance we request… You agree that if the insurance proceeds do not cover the amounts you still owe us, you will pay the difference. Whether or not the vehicle is insured, you will pay us all you owe under this Contract even if the vehicle is lost, damaged beyond repair, or destroyed.”   When purchasing a vehicle, DriveTime provides our customers with the option to purchase Creditor Placed Insurance Policy (CPI) coverage from Great American Insurance Group. The CPI policy coverage is a single-interest, physical damage insurance   protection policy for the vehicle, Bridgecrest’s collateral. The policy does not protect our customer’s interest or equity in the vehicle. At time of sale, our customer opted to purchase CPI policy coverage. DriveTime does not include, or disclose to our customers, that the CPI policy coverage is included in the financing of the vehicle. Attached you will

Re: Complaint # [redacted]Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On May 30, 2015, our customer entered into a Return Anytime Lease Contract with DriveTime when he leased a 2007...

Chevrolet Impala. The vehicle came with a Drivers Seat Limited Warranty, administered through Aeverex. The Return Anytime Lease Contract and the Drivers Seat Limited Warranty Agreement havebeen attached for your review.On June 1, 2015, our customer contacted Aeverex with concerns that the vehicle would not start. Aeverex authorized our customer to take the vehicle to an out-of-network repair facility, as the nearest in-network repair facility was over 100 miles away, and encouraged him to have the vehicle diagnosed. No claim was ever filed with Aeverex in regard to this matter.All DriveTime vehicles are thoroughly inspected at our DriveTime inspection centers prior to sale. Parts that fail inspection are replaced. However, if a part isfunctioning at the time of inspection, there is no need to replace it.  At the time of sale, our customer signed a Vehicle Delivery Checklist, which has been included for your reference. On this document under “Important Reminder,” it is stated: “Our focus of the multi-point inspection is primarily the safety and reliability of your vehicle…. Please ensure you are comfortable with the condition of the vehicle prior to leasing.”Additionally, on the Vehicle Delivery Checklist under “Maintenance Items,” it is stated: “These maintenance items are subject to replacement only upon failure of the component.”That same day, our customer contacted DriveTime and advised that he would like to terminate his lease contract due to the mechanical issues with the vehicle. Weadvised our customer that if he could provide paperwork from a repair facility stating the vehicle was in need of repairs, we could make an exception to extend the Vehicle Return Period by 24 hours. We advised our customer that he would be charged $200.00 for a restocking fee and 20 cents for every mile beyond 70 that the vehicle had been driven since the time of lease.At the time of sale, our customer signed a Driver’s Seat Vehicle Return Agreement, which has been included for your reference. On this document, under “Vehicle Return Program,” it is stated:“We will give you the ability to return the Vehicle to DriveTime and terminate this Lease Contract so long as you return the Vehicle…1. To the DriveTime dealership where you purchased it within one calendar day… no later than the close of business on the first calendar day…6. With a restocking fee of $200.00…”On June 2, 2015, we made an exception to terminate our customer’s Return Anytime Lease Agreement and process a refund for the funds he paid at signing, despite being outside of the Vehicle Return Period. Our customer signed an additional Driver’s Seat Vehicle Return (VRP) Agreement, also included for your reference, which stated he would be receiving a refund of $1295.00 of the funds he paid at signing, after the $200.00 restocking fee had been deducted. That day, a check request for $1295.00 was created and sent to our Accounts Payable to be processed.On June 6, 2015, an authorized third party on our customer’s account contacted DriveTime and stated she should be refunded for the expense of towing the vehicle and the $200.00 restocking fee. We advised that we would not be able to assist with the restocking fee, but if our customer sent us receipts for the towing costs, we would review options for assistance. On June 9, 2015, a check for $1295.00 was mailed to our customer’s address on file. This address differs from the address provided in our customer’s correspondence to the Revdex.com. To date, this check has not been cashed or deposited.On June 18, 2015, the authorized third party contacted DriveTime inquiring into the status of the refund check. While in the process of transferring the authorized third party to our Customer Relations department, the call was disconnected.On July 14, 2015, DriveTime placed a stop payment on the check that had been sent on June 9.On July 15, 2015, we contacted our customer and attempted to address his concerns. Our customer provided us with an updated address to have the refund check of $1295.00 mailed to. We advised our customer that once he provided out-of-pocket expense receipts for the tow, we will be able to reimburse him for these cost as well. We apologize for any inconvenience or confusion 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, DriveTime[redacted].Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns.
We attempted to reach out to our customer to further address his concerns with the overall experience he had with DriveTime. At this time there is no amicable resolution that can be met.
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted].
Sincerely,
[redacted]
DriveTime
Customer Relations

November 16, 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 address
our customer’s concerns. On March 16, 2012,
our customer entered into...

a Simple Interest Retail Installment Contract with
DriveTime when he purchased a 2006 Dodge Caravan. Attached you will find the
Simple Interest Retail Installment Contract for your reference. On June 15, 2015,
our customer entered in another Simple Interest Retail Installment Contract
with DriveTime when he purchased a 2012 Ford Fiesta. Attached you will find the
Simple Interest Retail Installment Contract for your reference. On page 4 of the
Simple Interest Retail Installment Contract, under section titled Communications With You, it states:“You agree that we may contact you in writing, by
e-mail, or using prerecorded/ artificial voice messages, text messages, chat,
instant messages, and automatic dialing systems, to the extent not prohibited
by law. You also agree that we may contact you at any address or telephone
number you provide us…”DriveTime has put
in place set standards of service and support to ensure our customer’s receive
quality interactions with all DriveTime representative. We strive to make each
customer’s experience both rewarding and pleasant while ensuring that every
customer is treated with the utmost respect.  We have thoroughly investigated these specific concerns and have taken
appropriate action to ensure DriveTime policies and procedures are followed by
our loan-servicing department. After review of our
customer’s payment history on both loans, it appears that our customer is making
payments to DriveTime through a third-party bank. At times, when our customer
submits the payments, it appears he does not always allocate the payments to
the appropriate account. At this time, we
are unable to conclude why this is occurring. However, when this occurs,
DriveTime needs to be notified by the customer so that we are able to allocate
the funds to the correct loan. This process can take some time as the payment
needs to be removed from one loan and allocated to two different loans. During
this process, one or both of the accounts may reflect as past due and
collection attempts would resume. DriveTime
requests that our customer submit his bank statements indicating when payments
were made to DriveTime so that we are able to verify that all payments made to
DriveTime posted correctly to our customer’s loans. We have made
several unsuccessful attempts to contact our customer to discuss his concerns
and reach an amicable resolution. On November 12, 2015, we sent a letter to our
customer’s address on file. The purpose of this letter is to inform our
customer of our attempts to reach out to him. We encourage our customer to
contact our Customer Relations Department at [redacted], to discuss his
concerns. We apologize for
any confusion or inconvenience this matter may have caused. As a goodwill
gesture, we have applied a $25.00 credit towards our customer’s principal
balance on both of our customer’s loans with DriveTime. We encourage our
customer to contact our Customer Relations department at [redacted] for
further assistance. 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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On May 19, 2012, our customer entered into a Simple Interest Retail Installment contract when she purchased a 2006 Cadillac CTS. The vehicle came with 3 year/36,000 mile Limited...

Warranty. Attached you will find the Simple Interest Retail Installment contract and Limited Warranty for your reference.On September 16, 2014, we contacted our customer to address her concerns. We advised her a claim for repairs is needed in order to review for assistance. We also advised our customer returning the vehicle without negative impact is not an option. Our customer informed us the airbag light comes on regularly and shuts the radio off. She also stated the rubber around the windshield is peeling but doesn’t leak. Our customer agreed to send in her receipts for what she paid out of pocket for repairs. We advised our customer we would review her receipts along with new issues for possible assistance.On September 18, 2014, we contacted our customer to go over the receipts she sent in, the mileage on the vehicle and the options available for assistance. Our customer’s current mileage is 57,697 miles. Given the current mileage our customer’s limited warranty has expired. We extended an offer to assist with the repairs needed to get the airbag light turned off.On September 22, 2014, our customer contacted us stating she took her vehicle into a repair facility, and new repairs are needed. The total cost of repairs are $4,680.79. After carefully reviewing her account DriveTime agreed to assist with fifty percent of the total cost ($2,340.39). In addition, DriveTime agrees to cover the part needed to repair the airbag light.At this time, our customer is reviewing the offer. Our customer has agreed to give us a call by the end of next week to let us know how she would like to proceed. This offer is valid till October 22, 2014.As a goodwill gesture, DriveTime has credited $25.00 to our customer’s next payment.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

That same day, our customer contacted DriveTime with warranty concerns. She stated that she was currently no longer eligible for warranty coverage due to driving over the allotted mileage and inquired about options for repair assistance. If this is in fact the case, our customer has driven the...

vehicle over 50,000 miles in slightly more than 18 months.   In her complaint, our customer also indicates she is a sales person and is using the vehicle to travel the state of Mississippi for her job.  The Retail Installment Contract is clear that the vehicle is not to be used for business purposes.   Furthermore, our customer stated that the vehicle was currently at the repair facility and had been diagnosed for a catalytic convertor. We encouraged her to provide us with the diagnosis, and any repair expense receipts she wished for us to review.   On page 1 of the Vehicle Service Contract, it specifies the coverage as follows:   “This coverage terminates upon the following, which occurs first: (1) when the mileage of Your Vehicle, as measured from the current odometer, reached the Miles limit identified in Term of Contract (50,000 Miles)…”   At this time, we are currently unable to determine our customer’s odometer mileage and therefore cannot determine her eligibility for coverage per the Vehicle Service Contract.   DriveTime has made several unsuccessful attempts to contact our customer and further address her concerns. Attempts to reach her have been unsuccessful but will continue in an attempt to reach an amicable resolution. On June 29, 2016, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform our customer of our attempts to reach out to her. Please see the attached PDF for the full response.

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.
On the date said of July 19,2014 I was informed that I was purchasing a 2011 Chevrolet Impla. All paper work indicated that the vehicle named was a 2011. I was given a VIN # to give to my insurance company that pulled us as a 2011, also the key tag on the keys stated 2011. I was under the impression that I was gettinf a 2011 Impla.On July 21 as stated in my complant, the beginning of my unsatisfation after I found out that they sold me the wrong car. I had to wait about two weeks constatly calling Drive Time to speak to their manager [redacted] who was extremly busy then informed he was off / out of town. Thats when I decided to contact the Corporate Office. I was informed to go back to the dealership where I purchase the car to find another vehicle are redo a contract for the 2008. I asked the manager [redacted] will they sell this vehicle for a lesser price since it was a 2008. He stated he will call Corprate and see what they say, they only took off a small portion of the price and lower my payment by (16) sixteen dollars. I then was not please so I ask for my car back as I was inform to by another dealership who advise me that my interest rate was extremly high 22.764% for a 2008 Impla. I then was inform my car was sold and I couldn't get it back . Drive Time told me I had  five days to return the vehicle, but I was unaware it was a 2011. So I felt like I had no other choice but to keep this car. I changed insurance companies and found out that the vehicle was in an accident three months before I purchases it so that [redacted] History Report was incorrect as well.If I was credited one payment as a goodwill gesture in September I wasn't informed and the reason I had not contacted Drive Time was because I had been in the hospital several times and was going another route to resolve my  concerns.So I am rejecting Drive Time response.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On May 8, 2012, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2004 Mazda 6. Included you will find the Simple Interest Retail...

Installment Contract for your reference.
On July 24, 2014, we contacted our customer and came to an amicable resolution. At this time, DriveTime has offered the following resolution:
DriveTime agrees to:
- Delete trade line from all three (3) major Credit Bureau reporting agencies
- Waive deficiency balance of $11,537.79.
In exchange, Customer agrees to:
- To a Full Settlement and Release of Claims.
- Release possession of vehicle to DriveTime.
As a goodwill gesture, DriveTime has mailed a $25 [redacted] gift card to our customer’s address on file.
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted].
Sincerely,
[redacted]
DriveTime
Customer Relations

January 21, 2016 Revdex.com Re: Complaint # [redacted] Dear Ms. [redacted] Thank you for bringing this matter to our attention. On February 20, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2005 Ford Escape. Attached you...

will find the Simple Interest Retail Installment Contract for your reference. On January 11, 2016, at 121 days past due, DriveTime exercised their contractual right to secure the vehicle and assigned the vehicle to be recovered. Please refer to page 3 of the Simple Interest Retail Installment Contract under “Default”: “You will be in default if you do not make any payment in full when such payment is due…. If you are in default… we may take back (repossess) the Vehicle.” On January 12, 2016, the vehicle was recovered. That same day, our customer contacted DriveTime in regard to redeeming the vehicle. At that time, we advised our customer we would process a loan modification to defer six payments to the end of her loan. Our customer was advised she would be responsible for paying the remainder of her past due balance, any fees associated with the recovery of the vehicle and any storage fees to be paid to the third-party recovery agent. On January 16, 2016, DriveTime contacted our customer and addressed her concerns. We advised that after further review, our customer was advised of all fees associated with the recovery of the vehicle. As a result, DriveTime is unable to assist our customer with the storage fees associated with the recovery of the vehicle. As a goodwill gesture, DriveTime has applied a $25.00 credit toward 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 [redacted] Sincerely, DriveTime Customer Relations Tell us why here...

Dear Ms. [redacted],Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concernsOn July 23, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2009 GMC Acadia. Our customer’s vehicle came with a 30 day/1,500 mile DriveCare Limited Warranty, administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and DriveCare Limited Warranty for your reference.DriveTime offers a Vehicle Return Program, which gives our customers the ability to return their vehicles to DriveTime and terminate their Simple Interest Retail Installment Contracts. To participate in the Vehicle Return Program, our customers must return the vehicle to the dealership where they purchased within five calendar days. Attached is the Retail Purchase Agreement for your review.On July 27, 2015, the third business day after purchase, a repair facility filed a claim with Aeverex for an engine control module. Aeverex approved these repairs in full under the terms of the DriveCare Limited Warranty.On July 28, 2015, our customer contacted DriveTime about her mechanical concerns. She inquired into options for returning the vehicle and receiving assistance for out-of-pocket expenses she had paid for a battery. We informed our customer the process for utilizing the Vehicle Return Program and advised her we would review her out-of-pocket receipts for reimbursement. Our customer then returned the vehicle to DriveTime and terminated her Simple Interest Retail Installment Contract.On July 29, 2015, we issued our customer a reimbursement check for $181.54 for the battery that she had purchased.On August 11, 2015, our customer contacted DriveTime’s Customer Relations Department about the refund for her down payment. She verified that the refund for the battery had been received; however she had still not received the refund for her down payment. We confirmed that our customer had used a debit card to make her down payment. Page 2 of the Retail Purchase Agreement explains the refund timeframe of the Vehicle Return Program as follows:"If I paid my down payment by check or debit card, you will pay me and/or return my trade in by… 15 business days after my purchase of the vehicle."We informed our customer that we would have this check cut in house and shipped priority overnight via Federal Express.On August 13, 2015, we contacted our customer to notify her that the check had been cut and shipped. We advised her that the check was expected to arrive at the DriveTime dealership where she purchased the following day.On August 15, 2015, the check was delivered to the dealership and our customer retrieved it. We contacted our customer and determined she was satisfied with this resolution. 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 mailed a $25.00 American Express gift card to our customer’s address on file.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,[redacted].DriveTime Customer Relations

Re: Complaint #[redacted] To Whom It May Concern: Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. On January 11, 2016, DriveTime contacted our customer in an attempt to address her concerns and reach an amicable resolution. DriveTime advised her to arrange transport of the vehicle to an Original Equipment Manufacturer (OEM) for further diagnostic, as the previous repair facility was unable to repair the mechanical concerns on the vehicle. DriveTime advised our customer that we would make an exception and cover one (1) hour of diagnostic fees and authorize the repairs needed on the vehicle at the OEM. In exchange, our customer would need to make a payment to DriveTime, in the amount of $1,247.92, and cure the past due balance on the account. Our customer was not satisfied with DriveTime’s offer for assistance. On January 13, 2016, DriveTime contacted our customer again in efforts to come to an amicable resolutions with our customer. Our customer stated that she no longer wanted the vehicle and would not be curing the past due balance on the account. If Ms. [redacted] opts to abandon the vehicle at the repair facility, DriveTime will proceed with its contractual option to recover the vehicle. DriveTime will not pursue any deficiencies owed to us by Ms. [redacted] and there will be no adverse credit reporting. Without any further information, DriveTime is still unable to refund our customer the down payment placed on the vehicle as this will be retained for use of the vehicle. We apologize for any confusion or inconvenience this matter may have caused. We encourage our customer to contact our Customer Relations Department at [redacted] for further assistance. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted]. Continued… (Full version provided to the Revdex.com)

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.On Saturday December 6,2014 I talk to Jerry the General Manager on [redacted]. He advised me that I could return the vehicle after asking him twice. That same day the car would not move. On Monday I informed DriveTime that I did not feel comfortable as a customer getting back in a car that was on recall which nobody seemed to car about. I  basically had to get out of professional character for DriveTime to do everything they had done for  me. From towing to giving me a credit to my account. Everything was very unprofessional on their behalf. From doing my research recall cars are not to be sold on the car lot. And I was sold a recalled car. 
Regards,[redacted]