DriveTime

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. 
Regards,
[redacted]

I tried to return the vehicle that following Thursday and they told me it was to late. Per contract I had five days to return vehicle so they didn't not hold their end of the deal. I told them from the beginning all the issues I. Was having . my car jerks, not shifting, brakes are not braking...

especially in the rain, sound like things ate rattle I ng under the car, etc. I test drove it and she wouldn't let me go anywhere but around the corner . Shannon stated they don't allow people to go any further because they don't keep gas in the vehicles. They are a fraudulent company and I will get a lawyer because they keep lying.

As stated in our previous response, DriveTime made the exception to approve the aforementioned repairs, on December 7, 2016, at no cost to our customer. Based off Aeverex’s notations, our customer advised he would return to the repair facility on December 8, 2016 but the repair facility did not call Aeverex for payment until December 9, 2016. We highly recommend all of our customers to schedule appointments with repair facilities to ensure any repairs or diagnostic testing is completed on an agreed upon time. Additionally, any repair facility should be able to give customers estimated time of completion for diagnostics or repairs.  Should our customers experience ongoing mechanical issues, we encourage them to express their concerns to the repair facilities to have them diagnose the vehicle appropriately.  If for any reason our customers are not comfortable with the repair facility provided, we will always do our best to find another In-Network Repair Facility (INRF) that can assist with their mechanical concerns. After reviewing  the pictures of rust attached to our customer’s correspondence, we can conclude that these are the same pictures for the claim filed in December of 2016. These pictures were reviewed by an Automotive Service Excellence (ASE) certified technician who determined it is surface rust and is not affecting the drivability or the compromising the structural integrity of the vehicle.   DriveTime acknowledges our customer contacted us on numerous occasions throughout the month of December. During those conversations, our customer did not advise us of any CarFax report he obtained or submitted, the experience he had with the vehicle going off the highway, issues with the inner tie rod or the vehicle shutting off. The report our customer attached is a copy of the Experian AutoCheck Vehicle History Report (Report) we provided to him, as a courtesy, at the time of sale. The Report may provide information on any accident... (continued on attached)

[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]

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.
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.
Regards,
[redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On June 13, 2014, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2006 Volkswagen Jetta. Our customer also purchased...

a 5 year/50,000 mile vehicle service contract,
administered by [redacted].  Included you will find a copy of the [redacted] Protection Plan Vehicle Coverage agreement and Simple Interest Retail Installment Contract for your reference.
At this time, DriveTime has reached out to our customer and come to an amicable resolution.  DriveTime has agreed to reimburse our customer up to $25.99 per day our customer had to pay for a rental vehicle, and to pay for our customer’s rental vehicle directly going forward until the repairs are finished as a goodwill gesture.
As a goodwill gesture, DriveTime has applied a $25 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 [redacted].
Sincerely,
[redacted]
Customer Solutions Analyst

July 14, 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 October
28, 2011,
our customer entered into a Simple Interest Retail Installment Contract with
DriveTime, when she purchased a 2005 [redacted]. Included you will
find the Simple Interest Retail Installment Contract agreement for your
reference.
On July 10, 2014, we contacted
our customer and came to an amicable resolution. We have corrected the
reporting error and submitted an update to the three (3) major credit bureaus.  
As a goodwill gesture, DriveTime has
applied a $25 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 [redacted].  
Sincerely,
[redacted]
DriveTime
Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On November 3, 2014, our customer entered into a Closed Ended Motor Vehicle contract, when she leased a 2006 Chevrolet Equinox that came with a limited warranty, administered by...

Aeverex. Included you will find the Closed End Motor Vehicle Lease and the Limited Warranty Agreement for your reference. On November 6, 2014, our customer contacted our Customer Relations Department regarding the check engine light. We advised our customer that in order to assist, we would need a diagnostic completed. On October 7, 2014, a repair facility contacted Aeverex to recommend the catalytic convertor and O2 sensor be replaced. Aeverex approved all the needed repairs on the vehicle and our customer picked up the vehicle on October 10. On October 11, 2014, we reached out to our customer to conduct a follow up. We advised our customer as a goodwill gesture, we will credit her account a per diem credit for each day her vehicle was in the shop. A credit of $61.71 will be applied towards her upcoming payment on November 21, 2014. In addition, we advised our customer that rental reimbursement is not offered per the terms of the limited warranty, however with the repairs occurring a few days after she leased, we will look into an additional credit/reimbursement. DriveTime thanks Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations

August 1, 2014 [redacted]
[redacted] BetterBusiness BureauPh.[redacted]Fax[redacted]   Re:Complaint # [redacted]     Dear[redacted], Thankyou for bringing this matter to our attention. We appreciate the opportunity toaddress our customer’s...

concerns. OnDecember 4, 2013, our customer entered into a Closed End Motor Vehicle Leasewith DriveTime, when she leased a [redacted] that came with a limitedwarranty. Included you will find the Closed End Motor Vehicle Lease and the Lifeof Lease limited warranty agreement for your reference. Thefollowing is a timeline of our customer’s account: OnJune 2, 2014, our customer contacted [redacted] regarding issues with the airconditioning system and the check engine light coming on. [redacted] referred ourcustomer to the nearest repair facility to have a diagnosis completed on thevehicle. [redacted] informed our customer of the $100.00 deductible.  OnJune 3, 2014, the repair facility contacted [redacted] recommending thereplacement of the fuse/junction box and thermostat. The repairs were declinedas non-covered components under the limited warranty. OnJune 5, 2014, our customer contacted [redacted] stating she replaced thethermostat but she is still experiencing issues with the vehicle. She informedus that the repair facility had diagnosed her vehicle incorrectly and she willnot return the vehicle to the same facility. [redacted] referred our customer toanother repair facility to have the vehicle diagnosed; however, our customerdeclined their offer. Our customer advised she would have the vehicle diagnosedby the original equipment manufacturer (OEM) and pay the $200.00 out-of-networkdeductible.  OnJune 15, 2014, our customer contacted us requesting payment arrangements.DriveTime agreed to extend our payment deadline until June 18, 2014. OnJune 17, 2014, our customer contacted us requesting payment arrangements.DriveTime agreed to extend our payment deadline until June 20, 2014. Ourcustomer did not complete her arrangement. OnJune 21, 2014, our customer contacted us inquiring if her vehicle would berecovered due to non-payment. We informed our customer that we would need apayment completed by the end of business day to prevent the recovery of thevehicle. We did not receive the payment. OnJune 23, 2014, DriveTime recovered our vehicle due to non-payment; the accountwas 10 days past due. Laterthat day, our customer contacted us requesting to redeem the vehicle. Weadvised our customer she would be responsible for the past due balance of$205.36 with the addition of the $300.00 for the repossession fees. Ourcustomer advised us she would contact the repossession company and then contactus back with her decision. We advised our customer she had 48 hours to informus of her decision. OnJune 25, 2014, our customer completed the payment for the past due balance andrepossession fees. Our customer was advised her vehicle would be transferred toone of our DriveTime Dealership locations and available for pick up. Ourcustomer inquired how to obtain her license plate and personal belongings fromthe repossession agency. We advised our customer that she would be required tocontact the repossession agency to obtain her license plate and personalbelongings. We informed our customer she may be charged storage fees whenobtaining her items. Laterthat day, our customer contacted us notifying us the vehicle would not start.We confirmed with our customer that the starter interrupt system was notenabled on her vehicle and we encouraged her to have a diagnostic completed onthe vehicle for the current mechanical issues.Our customer contacted [redacted]regarding the issues with her vehicle not starting. [redacted] referred ourcustomer to the nearest repair facility and advised her of the $100.00deductible. A claim was not filed for the starter issue. On June 27, 2014, ourcustomer contacted us stating the repairfacility referred her to the OEM for possible recall issue pertaining to theignition. We advised our customer that the OEM is responsible for covering allrecall items. Our customer contacted us requesting assistance in towingher vehicle to the repair facility. As a goodwill gesture, DriveTime offered toreimburse our customer up to $75.00 to tow her vehicle. OnJuly 8, 2014, our customer contacted [redacted] regarding an oil change. [redacted]advised our customer that the warranty covers an oil change every 4,000 milesand referred our customer to the nearest facility to have it completed. [redacted]offered to reimburse our customer for any oil changes she had paid for in thepast. OnJuly 10, 2014, our customer contacted us regarding issues with her vehicle notstarting. We agreed to make a one-time exception to waive the deductible forour customer to have the vehicle diagnosed by a repair facility. A claim hasnot been filed for the issues with the starter. Atthis time, DriveTime is unable to accommodate our customer requests. As part ofthe DriveTime warranty, DriveTime utilizes a network of third party vendors toperform repairs and recovery services. These independent vendors are not ownedor operated by DriveTime. These vendors are selected based on their proximityto where our customers reside as well as their willingness to comply with theterms of the DriveTime warranty. DriveTime is not responsible for any actionsmade by any third parties. Weencourage our customer to have her vehicle diagnosed by a repair facility forthe current issues with the starter. Once a claim has been filed, we willreview it for possible assistance. As a goodwill gesture, DriveTime has applied a $25.00 creditto our customer’s account.                       DriveTimethanks the Revdex.com for their ongoing support. Should you haveany questions or concerns, please contact us by calling us at [redacted]. Sincerely, [redacted]DriveTimeCustomerRelations

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 be transferred into a different vehicle. We apologize for any confusion or inconvenience this matter may have caused.On January 19, 2015, our customer contacted Aeverex with noise concerns. Aeverex authorized our customer to take the vehicle to an out-of-network repair facility for diagnosis, as the closest in-network facility was over three hours away.On February 7, 2015, an out-of-network repair facility filed a claim with Aeverex for struts, a tie rod, alignment, a strut mount, front and rear links, and shocks. A third-party inspector was called in to verify the failures on the vehicle. Aeverex approved the strut, inner tie rod, alignment, and strut mount repairs in full; however, as the inspector was unable to find any failures with the front and rear links or shocks, these latter repairs were denied. No further claims have been filed with Aeverex at this time. 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. At the time of sale, our customer signed a Vehicle Inspection Checklist. 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 page one of the Vehicle Inspection Checklist under “Maintenance Items,” it is stated:“…These maintenance items are subject to replacement only upon failure of the component...”On May 11, 2015, we contacted our customer and addressed her concerns. We encouraged our customer to take the vehicle to a repair facility to have the current issues diagnosed. Once a claim has been filed with Aeverex, we will review options to assist with any non-covered repairs. 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

July 5, 2016   Revdex.com Ph. (602) 212-2232 Fax (602) 263-0997    Re: Complaint # [redacted]   To Whom It May Concern:   Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. DriveTime is still unable to contact our customer do to Do Not Call restrictions placed on her account.  At this time, no claim has been submitted to Aeverex from a repair facility and our customer has had no direct communication with DriveTime. We encourage our customer to contact our Customer Relations department at [redacted] for further assistance. Without any further information, DriveTime is still unable to accommodate our customer’s request to assist with the vehicle concerns.  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]

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns.   As explained in our previous response, the most recent claim listed our customer’s concerns with the motor mount, windows, air conditioning, emergency brake, and the oil service light. The repair facility advised there was no failure found with the motor mount, air conditioning, emergency brake, or the oil service light. They did find that the master window switch needed to be replaced, as it was not functioning properly. Although our customer’s account was in a default status, DriveTime made an exception to approve the master window switch replacement. The other two repair claims initiated with Aeverex consisted of diagnostic fees, the leak detection valve, and the motor mounts. Aeverex approved the leak detection valve under the terms of the VSC, while DriveTime made an exception to cover the motor mounts.   Since the completion of the master switch replacement, there have not been any further claims initiated with Aeverex. If our customer has mechanical concerns with the vehicle, we encourage her to have the vehicle diagnosed at a repair facility. If a failure is found with a component, DriveTime will review for possible assistance should it not be covered under the VSC. Additionally, DriveTime will review options of possible assistance should our customer provide us with any receipts for repair expenses. We have not been able to speak with our customer to inquire into what she is currently experiencing with the vehicle. We will continue our efforts to reach an amicable resolution with our customer.

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 called Drive Time person of contact [redacted]. To get a copy of this resolution. I have not had a chance to read the settlement or transfer this contract to my co buyer. We need to read the settlement and be afforded the opportunity to fair treatment.
Regards,
[redacted]

February 19, 2016Jasmine HillRevdex.com Ph. (602) 212-2232Fax (602) 263-0997Re: 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 12, 2014, our customer entered into a Cancel...

Anytime Lease with DriveTime when she leased a 2006 Buick Lucerne. At time of lease, our customer agreed to make bi- weekly payments of $215.42 beginning on June 27, 2014. The Cancel Anytime Lease Contract is attached for your review.On June 30, 2015, DriveTime sent the attached Auto Insurance Notice via certified mail to the address on file. Our customer would need to provide their full insurance policy in order to prevent recovery.On December 7, 2015, DriveTime exercised our contractual right to place the vehicle out for recovery because the vehicle no longer maintained the required insurance placing our customer’s account in default. We had attempted to contact our customer for 45 days prior to placing the vehicle out for recovery. On the Cancel Anytime Lease under the section labeled, “Default, Repossession and Other Remedies” it states:“The following events are of default: … (c) You do not maintain required insurance… If you are in default, after waiting any time the law requires, we may do any of the following…(e) Take (repossess) the Vehicle”On the same day, DriveTime canceled our customers Western Union Portal Pay and all future payments scheduled. This is a common practice when a vehicle is recovered to prevent continued payments. On December 8, 2015, the vehicle was recovered. Later that day, our customer contacted DriveTime in an attempt to redeem the vehicle.On December 9, 2015, our customer provided updated insurance and made payment arrangements for the recovery fees. DriveTime released the vehicle and informed our customer of her next payment due date of December 11, 2015.From January 13 through February 3, 2016, DriveTime made multiple attempts to contact our customer via phone and turned on the buzzer to notify to contact us.On January 20, 2015, DriveTime sent the attached Right To Cure letter Via certified mail to the address on file. Our customer would need to pay $646.26 by January 31, 2016 to prevent recovery.On February 1, 2016, at 37 days past due, DriveTime exercised our contractual right to place the vehicle out for recovery, per the terms of the Cancel Anytime Lease Contract.On February 3, 2016, our customer contacted DriveTime in regards to the recovery of the vehicle. We informed our customer, she would need pay the past due amount of $861.68 plus recovery fees of $300. We advised there may be additional recovery agent fees up to$125.00. Our customer paid in full to redeem the vehicle.On February 15, 2016, we contacted our customer to discuss the before mentioned events and advised the recovery the vehicle was valid. Our customer informed us she was having transmission issues after the recovery of her vehicle. She advised she had taken it to a repair facility and the Vehicle Service Contract was covering it. We encourage our customer to contact us with any additional questions or concerns.As a good-will gesture, DriveTime has applied a $25 credit towards our customer’s principal balance.Should you have any questions or concerns, please contact us by calling us at [redacted]Sincerely,Brodie. HDriveTime Customer Relations Department

Dear Ms. [redacted],Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On February 11, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2012 Toyota Camry. Attached you...

will find the Simple Interest Retail Installment Contract for your reference. Our customer’s Revdex.com complaint states that our website declares we provide our customers a multipoint inspection report. Our website advises that we conduct a multipoint inspection; however, we do not provide the inspection details to our customers. At time of sale, we provide our customers with an [redacted] AutoCheck Vehicle History Report. The multipoint inspection report is internal information and cannot be released without a subpoena. On February 19, 2015, our customer called in requesting a copy of the maintenance report. She was advised that the [redacted] AutoCheck Vehicle History Report is what we can provide her. On March 4, 2015, our customer called to obtain a maintenance report. She was informed that we would need a subpoena to release that information. We have checked the program that contains the multipoint inspection details for our customer’s vehicle. We can disclose that there were no major issues found during the vehicle’s reconditioning process. At this time, we are unable to accommodate our customer’s request to release the multipoint inspection information or pay her mechanic to have one completed. As a goodwill gesture, DriveTime has credit our customer’s principle balance $25. 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 30, 2015 Revdex.com Ph. (602) 212-2232 Fax (602) 263-0997 Re: Complaint # [redacted] To Whom It May Concern: Thank you for bringingthis matter to our attention. We appreciate the opportunity to re-address ourcustomer’s concerns. All DriveTime vehiclesare thoroughly inspected at our DriveTime inspection centers prior to sale.Parts that fail inspection are replaced. However, if a part is functioning atthe time of inspection, there is no need to replace it.  At time of sale, ourcustomer had the opportunity to review and sign the “Customer DeliveryChecklist” which states:  “Our focus in the multi-point point inspection is primarilythe safety and reliability of your vehicle. You are purchasing a pre-ownedvehicle. While the interior, exterior, and paint condition of this vehicle meetDriveTime standard, any pre-owned vehicle may have minor cosmetic issues. We donot make cosmetic repairs. We also do not repair after sale damage such asbody, tire, glass or road hazard damage. Please ensure you are comfortable withthe condition of the vehicle prior to purchasing.” Without any newinformation, we are unable to further assist our customer. At this time, we arestill unable to cancel our customer’s contract as originally requested.  We apologize for anyconfusion or inconvenience this matter may have caused. If our customer isexperiencing additional issues with the vehicle, we encourage her to contactDriveTime’s Customer Relations department at 800-965-8043. DriveTime thanks theRevdex.com for their ongoing support. Should you have any questionsor concerns, please contact us by calling us a[redacted]  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 July 23, 2014, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime, when she leased a 2007 Chevrolet Malibu. All lease vehicles...

come with a Life of Lease Limited Warranty, administrated by Aeverex. Included you will find the Closed End Motor Vehicle Lease Contract and Life of Lease Warranty for your reference.  We are unable to assist our customer at this time due to the following reasons: ? Our customer has filed Chapter 13 bankruptcy. ? Our customer has attorney representation preventing direct contact with our customer. We encourage our customer to have their attorney to contact us with any questions or concerns. As a goodwill gesture, DriveTime has credit our customer’s account $25.00. 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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On October 13, 2014, DriveTime contacted our customer and requested a running bank statement to review further.
DriveTime is currently working with our...

customer to come to an amicable resolution.
As a goodwill gesture, DriveTime has applied a $25 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 [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 reviewed appear below.
I am rejecting the response because it does not solve my concerns. The only reason I chose to purchase a vehicle with drive time was because they promised me they could help improve my credit by reporting every good payment I make while other company's only report when you miss a payment. For these service I paid a great deal more for the vehicle than I would have at another company. As they mentioned for 2 years prior to October 2014 I not only never missed a payment but I paid off a vehicle and it is not fair to me that this will not reflected on my credit report. Drive time removed my credit history without even informing me that it was happening and once they did my credit score dropped significantly which is again not fair to me as I have been making good car payments for over 3 years. I am now paying a 20% interest rate because of their mistake! Since drive time has not been able to keep on with the services paid them for I believe they should have to compensate me. They have also caused my credit score to drop which I feel I should be compensated for as well. I also feel that drive time should be forced to send out a letter to all of their customer notifying them of their mistakes so that people do not end up in a very embarrassing situation that I found myself in when I went to purchase a new vehicle.  
Regards,
[redacted]