DriveTime

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On January 11, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2009 Ford Focus. Attached you will find the Simple...

Interest Retail Installment Contract for your reference.  DriveTime temporarily ceased credit reporting to all three major credit bureau agencies. The cease is due to required system enhancements and to comply with the Fair Credit Reporting Act. We apologize for any inconvenience to our customer. We understand the importance of building and maintaining a credit score. We also understand the importance of accurately reporting credit activity and that is why DriveTime has made the effort to complete these system enhancements. We have begun to roll our updated credit reporting systems at this time. Reporting may not be immediately visible but completed updates should reflect on our customer’s credit report within 30-60 days. As a goodwill gesture, DriveTime has applied $25 to our customer’s principal balance. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations

September 1, 2016   Revdex.com Ph. (602)...

212-2232 Fax (602) 263-0997   Re: Complaint #[redacted]   To Whom It May Concern:   Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concern.   On August 25, 2016, as mentioned in our initial response, we spoke with our customer regarding her concerns. During that conversation, she stated that she was having transmission concerns, and could provide documentation to that effect. Our customer sent us her estimate via email. Attached you will find the transmission estimate for review.   On August 30, 2016, we contacted our customer to discuss the estimate. We advised that the estimate did not include any contact information for the repair facility that produced it, nor did it include any diagnostic information. In other words, the document does not state why the vehicle requires a transmission. She provided a phone number for the facility. She also stated that the vehicle would not go in reverse, and would not shift out of first gear.   That same day, we contacted the repair facility for more information. The individual we spoke with stated that they are a wrecking yard, and that the name listed on the invoice matches the name of an individual who does repair work out of the yard. The person we contacted had no knowledge of the estimate, and stated that he would ask the named individual to contact us.   Our customer has not provided us with the information required to make an informed decision regarding the nature of the issues with the vehicle. At this time, considering our customer’s dissatisfaction with our policies and procedures, we are willing to offer a settlement with the following terms:FULL RESPONSE ATTACHED

July 9, 2014
[redacted]
Revdex.com
Ph. [redacted]
Fax [redacted]
Re: Complaint # [redacted]
Dear Ms. [redacted],
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On June 2, 2007,...

our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2004 [redacted]. Included you will find the Simple Interest Retail Installment Contract for your reference.
On November 11, 2009, our customer defaulted on the terms of her contract when she voluntarily surrender the vehicle to a DriveTime dealership. Typically, when a vehicle is voluntarily surrender it is sold at auction. The amount received at auction for the vehicle is deducted from our customer’s remaining loan balance. After the vehicle was sold at auction, our customer’s delinquent balance was $4,346.
Our loan advisors utilize a myriad of resources when attempting to assist our customers in bringing their account current. Obtaining past due payments quickly is the ultimate goal of our loan advisors. When we are unable to reach our customer through the direct contact information provided to us, we attempt to make contact with our customers via their references. As there is no "grace period" associated with the Simple Interest Retail Installment Contract, the purpose of keeping in contact is to prevent our customer from accruing additional interest charges, late fees, and possible repossession efforts. At no time do our loan advisors divulge account sensitive information to our customer’s references. We apologize for any inconvenience this course of action may have caused our customer.
After becoming aware of our customers’ concerns, DriveTime researched the manner in which we are reporting on her credit history. At that time, we were reporting accurately as a "voluntary repossession" to the three (3) major credit agencies.
On June 30, 2014, DriveTime contacted our customer to address her concerns. We informed her as a one-time courtesy, DriveTime would delete trade-line reporting to the three (3) major credit agencies. Drivetime also waived the delinquency balance of $4,346. Our customer agrees this course of action adequately addresses her issues, and we have come to an amicable resolution. Our customer was emailed the necessary documents, which detail the steps DriveTime has taken in regards to her credit reporting.
As a goodwill gesture, DriveTime has mailed our customer a $25 [redacted] gift card to her 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

March 3, 2016   Jasmine Hill Revdex.com 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 address our non-customer’s concerns.  ...

On October 25, 2015, DriveTime hosted the DriveTime Kids in Need 5k Fun Run in a total of 48 events nationwide. DriveTime sponsored 133 children with medical needs across the country to assist the families in need. The totality of donations exceeded $230,000 for this cause.   After the collection of all donations were received, DriveTime began to mail out checks to the 131 sponsored children’s families. In this case, DriveTime did not have an updated address to send the check.   On March 1, 2016, DriveTime sent our customer a check for the charity funds received as agreed upon.   As an additional good-will gesture, DriveTime has sent a $25 American Express Gift Card to the address on file.   Should you have any questions or concerns, please contact us by calling us at [redacted] Sincerely,   Justin M. DriveTime Customer Relations Department

For full response, please see attached. On December 5, 2017, following the recovery of our customer’s vehicle, she contacted us to locate her personal belongings. At this time, we explained what would be required to reinstate the vehicle. We informed her of the full past due amount $1,738 which was actually reduced from the total of $1,744.80 as outlined on the attached letter sent to our customer on December 5, 2017. We explained we would be willing to offer to reinstate the vehicle for a reduced amount if she satisfies three bi-weekly payments plus the repossession fee totaling $964.00. Furthermore, we explained we would be willing to hold the vehicle at the recovery vendor for seven days if she was able to satisfy a payment of $376.00 this same day. We explained, should our customer choose to reinstate the vehicle, her payments would change to a monthly frequency of $408.18. Our customer informed us she would prefer to just receive the location of her personal belongings. We provided this information and the call was ended amicably.   We have reviewed the interactions documented with our customer and are unable to locate a time or date when she was informed the account was 180 days past due. Our customer’s account entered into a charge off status as of December 1, 2017 when the account was 126 days past due. After the account entered this status, the account delinquency is no longer tracked by days past due as the full balance is requested to be satisfied.

[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.It still doesn't do me or my credit status as much good as it would if my Drive Time account and payment history were a part of my record with the bureaus, but I understand that Drive Time hands are apparently tied. So, with that in mind I accept their response.
Regards,
Darnell O[redacted]

Re: Complaint # [redacted]Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On September 13, 2012, our customer entered into a Simple Interest Retail Installment Contract with...

DriveTime when she purchased a 2008 Mercury Milan. Attached you will find the Simple Interest Retail Installment for your reference.On June 24, 2015, at 46 days past due, our customer called DriveTime to set a partial payment arrangement for her past due amount to be paid on June 26, 2015. During the conversation, we found that our records did not reflect her current employer. Our customer provided the updated information for her current employer; however, she did not provide an updated business number.On June 27, 2015, DriveTime made several unsuccessful attempts to contact our customer on the numbers provided to bring the account current. We elected toresearch her account to locate any numbers which our customer had previously used to contact DriveTime. Using a previous number noted in the account, we left a message asking our customer to return our call. At this time, the account was 54 days past due.On July 20, 2015, at 72 days past due, our customer called and asked that we do not contact her at her business number. We updated our customer’s account with her business number and placed it on our do not call list. Since then, we have not attempted to contact our customer via her business number. We have made several unsuccessful attempts to contact our customer to discuss her concerns. On July 29, 2015, we sent a letter via certified mail to ourcustomer’s address on file. The purpose of this letter is to inform our customer of our attempts to reach out to her. We encourage our customer to contact our Customer Relations Department at ###-###-####, to discuss her concerns. As a goodwill gesture, DriveTime has applied a $25.00 credit to the principal balance of our customer’s account.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely,[redacted] **DriveTimeCustomer Relations

Dear Ms. [redacted],Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On September 29, 2014, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime, when she leased a 2004 Honda Accord. All lease vehicles...

come with a Driver’s Lease Limited Warranty, administered by Aeverex. Included you will find the Closed End Motor Vehicle Lease and the Driver’s Seat Limited Warranty Contract for your reference. On November 4, 2014, our customer reached out to [redacted] to address her mechanical concerns with the vehicle. [redacted] referred our customer to a repair facility to have vehicle diagnosed. On December 3, 2014, the repair facility provided [redacted] the diagnostics results which suggest a transmission overhaul, solenoids, and an accumulator housing replacement. All repairs were covered by the Driver’s Seat Limited Warranty. On February 11, 2015, DriveTime reached out to our customer and left a voicemail due to her account becoming 9 days past due. On February 14, 2015, DriveTime reached out to our customer and left a voicemail due to her account becoming 12 days past due. On February 15, 2015, DriveTime recovered the vehicle due to payment default. Our customer reached out to DriveTime and she was advised of the terms to redeem her vehicle. Our customer was responsible to pay the past due payment of $203.44, recovery fee of $378.88, and agent fee of up to $125. On February 20, 2015, our customer redeemed her vehicle. On February 23, 2015, we reached out to our customer to address her [redacted] complaint. Our customer advised that when she picked up her vehicle from the recovery agent, she noticed scuffs and slight bumper damage on the vehicle. We advised our customer that if any damage occurred that she would have to get in contact with the recovery agent that housed the vehicle. Our customer stated that the vehicle’s maintenance light is on and the ignition key has been damaged since purchase. We advised our customer to call [redacted] and set up a claim to get vehicle diagnosed. We made the exception to waive our customer’s required deductible and diagnostics fee. We advised that if our customer can provide receipts for her taxi expense, we can review for possible reimbursement. As a customer courtesy, we are also providing a per diem credit toward our customer’s account if the shop has to retain the vehicle for more than 24 hours. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s account 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

FL Revdex.com Complaint # [redacted]                                      
* Our customer states she was...

told she would be granted a modification due to out of pocket repairs.  Our customer also feels DriveTime has not been consistent with the modification eligibility. Desired Outcome: ·         Our customer would like DriveTime to receive clarification on her modification process and the status of her modification. Resolution: ·         $25.00 credit to principal balance previously applied to earlier complaint. Still reviewing account for possible assistance.

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. The main issue I had when filing this complaint was that it appeared they were reporting "on time payments" until April of 2013 which made it appear to creditors that I only recently surrendered the vehicle. Of course if the creditors had read further,  they could've seen when the vehicle was actually turned in but it is what it is. 
I will wait a reasonable amount of time for Drive Time to perform this action and, if it does, will consider this complaint resolved. I appreciate their quick response to my complaint. 
Regards,
[redacted]

[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 NOT be satisfactory to me.  Please see attached letter.
Regards,
[redacted]

July 29, 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 re-address our customer’s concerns.   The DriveTime Champ program is designed to benefit customers who have paid off a car with us and reward them for a second purchase. It allows our customers to trade in their vehicle with typically no money down and a possible lower APR. Our customers qualify for this program when their remaining balance is $4,500 or less and payments have been made on time. The specific benefits presented to any Champ customer depend on their account status and payment history, and the vehicle they are interested in trading into. It is not possible to know what offer can be made to a specific customer until we are able to review those factors. On June 14, 2016, our customer spoke with our dealership about the Champ program. Our representative described the benefits of the program. At that time, our customer owed approximately $6,000.00, had a trade value of approximately $500.00, and had $1,000.00 available to pay towards his remaining balance. These figures together would put his balance at approximately $4,500.00, and qualify him for Champ review. Pursuant to his initial submission to the Revdex.com, our representative contacted our customer to discuss his specific situation. Based on that conversation, and the specific vehicle being considered for purchase, our customer was advised that approximately $2,000.00 would be required to utilize the Champ program to obtain his desired vehicle.FULL RESPONSE ATTACHED

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be as satisfactory to me As possible.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. If this is Drivetime's business practice, I don't suppose they will be in business long, considering the class action lawsuits against them. They can say all they like they didn't receive phone calls from me. My phone records show different. I know how call centers work, as I have my [redacted] certification, and I know that they are able to alter records to cover their mistakes. It must feel very good to so hoodwink the family of a United States Veteran, and then further bar that family from being able to resolve the situation by talking bad about that family to organizations that could have helped them. You are bad people.
Regards,
[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.1. The paintwork was poorly repainted BY or ON behalf of DriveTime.2. DriveTime employee '[redacted]' confirmed that DriveTime HAD required the hood to be repainted prior to sale and as such they WOULD accept liability. He stated this information was detailed in their pre-inspection report.3. The poor quality of the paintwork would not be detected by a non professional and as such came to light when arranging for the KNOWN issues to be resolved. 4. We do not wish to exchange the vehicle.5. Under [redacted] DriveTime's actions constitute deceptive practises which include representing that goods or services have characteristics or benefits that they do not ([redacted] section [redacted](a)(5)); and/or representing that goods or services are of a particular standard, quality or grade when they are not ([redacted] section [redacted](a)(7)), as in known damage was not declared to inflate the price.5. The mechanical warranty, GPS and Gap coverage is irrelevant to this matter. However it is of note that the mechanical warranty purchased has been cancelled due to the appealingly poor service received from the warranty company. 6. DriveTime repeatedly refuse to make any correspondence other than by telephone. As such DriveTime were informed in writing that all call related to this case would be recorded and used in any legal proceedings.7. We are simply requesting that the vehicle is repaired to the standard that we were told it was - I.E. undamaged by incident or accident.Legal proceedings will seek to recover the full amount of losses and expenses incurred by us and our expert witnesses.8. The goodwill payment of $25.00 is rejected by us  and NOT in any way accepted as ANY form of compensation by us and indeed shows an admission of guilt in this matter by DriveTime.Regards,
[redacted]

November 15, 2016   Revdex.com Attn: Jasmine Hill [redacted]
[redacted]    Re: Complaint # [redacted]   Dear Ms. Hill,   Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On...

June 4, 2016, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2011 BMW 1 Series. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. Additionally, our customer purchased a Vehicle Service Contract serviced by Aeverex. Attached you will find a copy of the Contract and Vehicle Service Contract for your review. On October 26, 2016, Aeverex received a call from an In-Network Repair Facility to start a claim for the 2 rear tires. The repair facility reported that the tires were balding and needed to be replaced. Aeverex declined the claim since tires are not covered under our customer’s Vehicle Service Contract. On this same day, Aeverex sent DriveTime the repair estimate for review of possible assistance. On October 31, 2016, DriveTime spoke with our customer to inform her that we had received and reviewed the repair estimate for assistance. As a goodwill gesture, DriveTime covered half of the cost for the 2 tire replacement totaling $146.00. On November 8, 2016, DriveTime spoke with our customer to address her concerns. She informed us of her dissatisfaction with our previous assistance. We informed our customer that we have reviewed her concerns to come upon an amicable resolution. As a gesture of goodwill, DriveTime has provided a reimbursement of $146.00 for our customer’s out of pocket expenses. We have agreed that the reimbursement will be applied to our customer’s payments. (Full Response provided to the Revdex.com)

At this time, I we have to decline the offer $25 toward my principle balance as a resolution to the complain. I have attach a copy of the invoices that I have submitted to Drivetime. It did take me some time to collect the invoices with actual dollar amount I paid out of pocket. I would...

serious asks Drivetime to review the invoice that I submitted.The amount they are suggesting for compensation on the issues does not match the money, frustration, are time lost we have experience since we brought the van.thanks you,[redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns. Our customer did not miss one specific payment between the months of August 2014 and December 2014. Our customer accrued a delinquent amount totaling $179.74 and a $5.00 late fee on her account when she contacted DriveTime in January of 2015. Between the months of January 2015 through the last payment that has become past due on July 4, our customer has had a total of 14 payments come due for a total of $2,853.48. Our customer has paid a total of $2,354.18 during this time, leaving a delinquent balance of $499.30. Attached is a transaction history for your reference. At this time, DriveTime has reviewed our customer’s account in full and has no new information for our customer. DriveTime is still willing to offer our customer a three (3) payment deferment on her account, to assist with her past due balance. If our customer would like to accept, she will need to contact the Customer Relations Department at ###-###-####, to proceed. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [redacted] DriveTime Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and 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]

October 1, 2015   [redacted]
[redacted]
[redacted] 
  [redacted]   To Who It may Concern:   Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.   On July...

17, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2006 [redacted] Pacifica. The vehicle came with a 30 day/1,500 mile DriveCare Limited Warranty, administered by [redacted]. Our customer elected to purchase a 5 year/50,000 mile Vehicle Service Contract, also administrated by [redacted]. Attached you will find the Simple Interest Retail Installment, DriveCare Limited Warranty, and Vehicle Service Contract for your reference.   All DriveTime vehicles are thoroughly inspected at our DriveTime inspection centers prior to sale. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no need to replace it.   On June 28, 2015, our customer contacted [redacted] with concerns that the vehicle was jerking and hesitating. [redacted] referred our customer to an in-network repair facility to have the vehicle diagnosed.   On June 29, 2015, an in-network repair facility filed a claim with [redacted] for a blower motor, blower motor resistor, Schrader valves, radiator cap, and seat plastic. [redacted] approved all repairs and diagnostic fees in full under the terms of the DriveCare Limited Warranty.   On September 14, 2015, our customer contacted DriveTime with additional repair concerns. Our customer advised some of the repairs reported on the latest estimate had not been completed by the repair facility. DriveTime advised our customer in order to review her estimate for any assistance we must first have it reported to [redacted]. We advised our customer to have the repair facility diagnose the vehicle and contact [redacted] with the any additional repairs. On September 15, 2015, an in-network repair facility filed a claim with [redacted] for an O2 sensor, and a wheel speed sensor. After reviewing the claim, DriveTime agreed to make an exception to assist with the repairs. Our customer was responsible for their $100 deductible and DriveTime agreed covered the remaining cost in full.   On September 17, 2015, our customer contacted DriveTime and advised the vehicles issues were persisting. We advised our customer to return to the repair facility to have the additional repairs diagnosed. We advised our customer DriveTime would instruct [redacted] to accept the claim and forward the estimate to DriveTime for review.   The same day, an in-network repair facility filed an estimate for additional repairs. The repairs consisted of both outer tire rod ends, left lower control arm, and an alignment. [redacted] accepted the claim and forwarded it to DriveTime for review.   On September 18, 2015, our customer contacted DriveTime to inquire if we had received the estimate and reviewed her claim for any assistance. After reviewing estimate, we agreed to cover the additional repairs in full. We also advised the customer we would offer rental reimbursement for the time the vehicle would be in the repair facility.   On September 22, 2015, our customer contacted DriveTime and advised the vehicle was having additional issues. Our customer advised the vehicle was not safe and had been into the shop multiple time. She advised DriveTime she wished for us to provide her with another vehicle as she felt the current vehicle presented a safety concern. We advised our customer we would consider other options for assistance however; we must have a current claim on file. We advised our customer to take the vehicle back to the repair facility and have them warrant their work. Our customer agreed and advised she would take the vehicle back to the repair facility.   On the same day, the in-network repair facility filed an estimate for an alternator, motor mounts, head gasket, head machining, head bolts, spark plug, and a timing belt.   On September 24, 2015, DriveTime contacted our customer to address her concerns. We advised our customer we would like to offer her an exception to exchange her current vehicle for another. Our customer was satisfied with the resolution and agreed to return with the vehicle to the DriveTime dealership to complete the process.   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 at 800-965- 8043.   Sincerely,   [redacted] DriveTime

Hello Mrs. [redacted] The outline of the events that took place are not all beening addressed in Drive Times answer. Before Nov. 20th 2015 I had signed on to Drive Time for a HHR suv 2011 black 4door. Around about on Nov. 9,2015. The HHR was a lemon and would not pick up speed. I brought thr HHR back and in good faith received the 2009 Impala. THE IMPALA was the second contact signed by me. My 300$ down payment for the HHR was transferred to the Impala also along with a cash down payment that Drive time was asking for of 300$ in cash. I had to give more money for Drive time to make good on the first car. Okay, I needed a reliable car so I got the impala. The Impala was brought back to Drive time because it not only had transmission issues but, also has a repo on it making it nearly impossible to title the car in my name. I was sold a car with a repo. Under the law you are not able to sale anything that doesn't belong to you. When The inspector said there was nothing wrong with the car he falsified his report, and cause me to drive a car that could break down at any time. The car broke down within 5 days of the inspectors report. [redacted] service also confirmed that whom ever inspected the car on the 28 th did in fact notice the transmission issue and neglected to report it. The effect of his falsified report cause my family and I to be trapped in the car for 19 hours and extra money for hotel stay. Drive time is in process of making me a check for my down payment of 600$ that I have to wait 10-14 business days for. I would also,  like to be paid for the first car payment, hotel stay, food, and pain and suffering My family and I experienced throughtout this whole process. I am still out of a car and have to waiting for my money back. I suffered in this situation. If, Drive Time was able to get my tags I would still have the Impala.