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.
I humbly reject because Drive Times offer of a 25$ credit pales in comparison to the loses of my vehicle. I was lied to by their staff on countless occasions. When making my payments, I paid in such a way as to never be delinquent. The customer service rep did not inform me of the lapse in policy. However, I know why. After speaking at length with a manager at drive time [redacted] I was informed why. Drive time has unethical business practices. The sell the shame insurance only to get [redacted] off of the lot.I do not want anything else to do with them. I want the insurance that I was paying for along with the gap insurance that I was paying for to cover the vehicle damage thus cancelling the loan and terminating our business together. Drive time is no longer worthy of my business.
Regards,
[redacted]

August 15, 2014  [redacted]Revdex.com[redacted] Re: Case#[redacted] Dear [redacted]  Thank you for bringing thismatter to our attention. We appreciate the opportunity to address ourcustomer’s concerns.  On July 14,...

2014, our customerentered into a Cancel Anytime Lease Contract when she leased a [redacted]that came with a limited warranty. Included you will find the Cancel AnytimeLease and the limited warranty agreement for your reference. On August 13, 2014, we contactedour customer regarding her concerns with her vehicle needing a new transmission.The limited warranty covered the repairs, and a new transmission for thevehicle. As a good will gesture, we offered our customer a rental vehicle atour cost while her car was experiencing repairs. Our customer declined ouroffer.  On August 13, 2014, we reached anamicable resolution. We will apply a per diem credit to her account for thedays that the vehicle is at the repair facility.  As a goodwill gesture, DriveTimehas applied a $25 credit to our customer’s principal balance. DriveTime thanks the BetterBusiness Bureau for their ongoing support. Should you have any questions orconcerns, please contact us by calling us at [redacted].  Sincerely,  [redacted]CustomerRelations Specialist

January 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. At time of sale, out customer opted to purchase a 5 year/50,000 mile Vehicle Service Contract, attached for your review. DriveTime does not advise our customer’s to cancel their Vehicle Service Contract. If the vehicle is in need of future repairs, the cost of those repairs will be the customer’s responsibility. On January 5, 2016 we sent our customer the Aeverex Vehicle Service Contract Cancellation Application Form to her address on file. If she would like to proceed with the cancellation, we request that she complete her portion of the application and return the form back to DriveTime so that we may complete her request. DriveTime has been unsuccessful in reaching our customer to better address her concerns and reach an amicable resolution. We encourage her to contact our Customer Relations department at 800-965-8043 for further assistance. We apologize for any confusion or inconvenience this matter may have caused. Without any new information, DriveTime is still unable to accommodate our customer’s request to be placed into a different vehicle. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at 800-965-8043.                                         ...⇄ Sincerely, Diana C. DriveTime Customer Relations

July 21, 2017 Jasmine HillRevdex.com Ph. (602) 264-5299 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 customer’s concerns. We are unable to accommodate our customer’s request to change the annual percentage rate or return the vehicle with no repercussions. DriveTime is not able to dictate the terms third party companies have regarding their financing options. However, our customer is welcome to obtain a payoff quote using a reduced principal balance should the ancillary products be cancelled. This may help him obtain the refinancing he is seeking. As the ancillary products are beneficial to our customers, we do not recommend he cancel them until he is ready to refinance.   If our customer is having mechanical concerns with the vehicle, we encourage him to take the vehicle to an in-network repair facility to have it diagnosed. Once a claim is on file, if there are any non-covered repairs needed, our customer can contact our Customer Relations department, at [redacted] for possible assistance options. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact our Customer Relations department at [redacted] Thank you,  Jessica H. Customer Relations

Good evening the complaint was no related to the response...it was concerning the refund itself and the lack thereof not being informed as to exactly when the refund would be disbursed. furthermore; the inability to not actually speak to accounting to inquire about the dare the trundle was being sent and how it was being sent to me he customer

[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]

October 20, 2016   Revdex.com Ph. (602) 264-5299 Fax (602) 263-0997    Re: Complaint # [redacted]   To Whom It May Concern,   Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On October 24,...

2013, our customer entered into a Closed End Motor Vehicle Lease with DriveTime when she leased a 2006 Dodge Durango. Attached you will find a copy of the Contract for your review. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. At the time of lease, our customer agreed to make 65 bi-weekly payments of $234.50. Our customer final payment due date was May 20, 2016. On May 5, 2016, our customer spoke with DriveTime to obtain a payoff quote. After receiving the payoff, she made her final lease installment payment to satisfy the payoff of her lease vehicle. After the payment posted, on May 24, 2016, DriveTime changed the status of our customer’s account to show as a paid in full lease. DriveTime mailed the title of the vehicle to our customer’s address. On August 4, 2016, our customer spoke with DriveTime to inform us that she had not received her title. On this same day, we reordered a title reprint that we could resend to our customer. The typical time frame for a duplicate title to be received from the state DMV is 4-6 weeks. On October 7, 2016, DriveTime received the duplicate title from the DMV. On October 17 2016, DriveTime spoke with our customer to address her concerns. We apologized for the delay in receiving the duplicate title and the lack of communication that she had received during the process. We confirmed that we have the correct address for our customer so the title could be resent to her.(Full response provided to the Revdex.com)

May 8, 2015 [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On April 23, 2015, our customer entered...

into a Closed End Motor Vehicle Lease Contract with DriveTime when he leased a 2006 Chrysler Pacifica. All lease vehicles come with a Life of Lease Limited Warranty, administered by [redacted]. Included you will find the Closed End Motor Vehicle Lease Contract and the Life of Lease Limited Warranty Contract for your reference. All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, it is not replaced. At the time of lease, our customer signed and dated the Vehicle Delivery Checklist. Page one of the Vehicle Delivery Checklist under Important Reminder, states: "Our focus of the multi-point inspection is primarily the safety and reliability of your vehicle…Please insure you are comfortable with the condition of the vehicle prior to leasing." Attached you will find the Vehicle Delivery Checklist for your review. On April 25, 2015, a repair facility filed a claim with [redacted] regarding engine noise. The repair facility advised that the vehicle was running well with no indicated failures. At the time of purchase, our customer signed and reviewed the Driver’s Seat Limited Warranty. On page two, under subtitle Drivers Seat 30 Day/1,500 Mile Limited Warranty, it specifies engine noise as a non-covered condition. On May 4, 2015, DriveTime reached out to our customer regarding his repair concerns. We advised him to take his vehicle to a different repair facility for a second opinion. Once the repair facility files a claim with [redacted], we can determine if the repairs are covered by the Limited Warranty. If any components are not covered, we can then review for possible assistance. As a goodwill gesture, DriveTime has applied a $25.00 credit to 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, [redacted] DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On August 1, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime, when she leased a 2008 Dodge Avenger. Included you will find the Closed End...

Motor Vehicle Lease contract for your reference.At the time of lease our customer signed the Driver’s Seat Vehicle Return Agreement which states:“We will give you the ability to return the vehicle to DriveTime and terminate this lease contract so long as you return the vehicle:To the DriveTime dealership where you purchase it within one calendar day (excluding the date of purchase, Sundays, and days DriveTime is closed for holidays), no later than the close of business on the first calendar day…4. Having driven it no more than 70 miles …6. With a restocking fee of $200.00; and7. If the Vehicle is driven more than 70 miles, DriveTime may either refuse to accept the vehicle back or at Drivetime’s election may charge and you will pay $1.00 per mile for each mile the Vehicle was driven over 70 miles…”Attached you will find a copy of the Driver’s Seat Vehicle Return Agreement for your reference. On August 3, 2015, our customer returned to DriveTime to cancel her Closed End Motor Vehicle Lease contract in accordance with the Vehicle Return Agreement. Our customer had driven the vehicle 109 miles since she leased the vehicle. DriveTime elected to allow the customer to return their vehicle and receive a refund of her down payment. Our customers original down payment was $1,045.00 we deducted both the $200.00 restocking fee and the $1.00 per mile fee for the over mileage totaling a refund of $806.00On August 11, 2015, we contacted our customer to address her concerns. We explained the Vehicle Return Agreement and how it applied to her refund. We advised the customer we would overnight the refund to her as soon as possible. Our customer advised she understood and was pleased with the resolution.   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

(Please see attached for full response)On November 7, 2016, our customer contacted DriveTime to explain the frame damage was preventing her from trading in the vehicle, and she was told that there was no frame damage on the vehicle. We encouraged our customer reach out to Experian regarding the...

report at the phone number listed on the document to discuss the unreported frame damage. Our customer advised she would reach out to Experian. On December 28, 2016, DriveTime successfully made contact with our customer. We explained that we had not received the estimate for review previously, to see which options could be provided. Our customer explained that she had taken the vehicle to two repair facilities who verified the frame damage, but did not provide documentation. We asked our customer to have the vehicle diagnosed and send the estimate for review. Our customer agreed to do so and the call was ended on amicable terms. We apologize for any confusion or inconvenience this matter may have caused. Once the estimate has been received, we will review for possible assistance options and continue to work with our customer towards an amicable resolution. As a gesture of goodwill, we have applied a $25.00 credit to our customer’s principal balance. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact our Customer Relations Department at [redacted]. Thank you,  Jessica H. Customer Relations

Tell us why here...Our customer’s purchase of the 2007 Mazda 6 took place on December 8, 2016. At the time of sale, our customer elected to purchase a 5-year / 50,000-mile Vehicle Service Contract (VSC), administered by SilverRock. The VSC and Contract are attached for your reference.There have been...

six repair claims initiated with SilverRock since the time of purchase. These claims consisted of repairs to the: fuse relay, water pump, instrument cluster, body control module, and the engine control module. SilverRock approved the fuse relay and water pump while our customer was responsible for a $100 deductible under the normal terms of the VSC. Additionally, DriveTime made exceptions to cover the costs of repairs to the instrument cluster, body control module, and the engine control module at no cost to our customer. Upon further review of the engine control module claim initiated on August 24, 2017, we discovered that the necessary follow up was not completed by DriveTime. The original equipment manufacturer (OEM), who was performing the repairs on the vehicle, initially provided an odometer reading of 102,700 miles; however, they later updated the odometer reading with 118,057 miles. Because of the mileage discrepancy, DriveTime requested the SilverRock have a third party inspector be sent to verify the mileage on the vehicle. The inspection report was received on August 28, 2017 and confirmed that the current mileage was listed at 118,057 miles. Although SilverRock received the inspection report, we did not follow up with them to review for further direction for our customer; the vehicle has been at the OEM since August 24, 2017. We sincerely apologize for the inconvenience or frustration this has caused our customer. We will be exploring all training opportunities to ensure we are following up in a timely manner....(continued on attached)

For full response, please see attached. On June 14, 2017, DriveTime contacted our customer to discuss her concerns. We again requested she send in a copy of her running bank statement so we can review her claims that a second payment was drafted from her account on May 27,2017; to which our...

customer agreed. At this time, we have reviewed her transaction history and have been unable to verify multiple payments were drafted from our customer’s account without her authorization.   On June 21, 2017, DriveTime contacted our customer to inquire if she has been able to obtain a copy of her bank statement for review. She explained the payment was actually drafted from her husband’s bank account and she is awaiting documentation from his bank. DriveTime is willing to review any possible documentation our customer is able to provide to validate her claims. , Bridgecrest does not keep banking account information on file, nor do we have the ability to draft payments from third party bank accounts without authorization from the account holder and confirmation of the bank account and routing number.   Additionally, our customer advised she has reached out to her insurance for assistance with the needed repairs but has been denied assistance. We explained we would obtain an itemized estimate of the repairs needed in order to review all possible options to assist our customer including possible payment deferments in an effort to reach an amicable resolution.   We apologize for any frustration this situation may have caused the complainant. We will continue to remain in contact with our customer to ensure her concerns are addressed.  DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact our Customer Relations department at (800) 965- 8043.   Thank you,   Danielle C.  Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns.
DriveTime’s approval process is subject to verification of employment. DriveTime has made attempts to contact our customer’s place of employment in an attempt to verify information. Per our customer’s request, DriveTime has ceased communication to our customer’s place of employment.
DriveTime’s loan advisors utilize a myriad of resources when attempting to assist our customers with bringing their account current. The purpose of keeping in contact with our customers who have become delinquent, is to prevent them from accruing additional interest, accruing late fees, and the recovery of the vehicle. DriveTime follows the parameters set forth by the [redacted] regarding when and how frequent such calls can be made. Per the account details, DriveTime has not attempted to contact our customer outside of the designated time frame parameter.
DriveTime does not typically send email correspondence to our customers other than to inform that we cannot discuss account information via email. We advised our customer of this communication policy and requested he contact our Customer Relations department in order to assist.
Per our customer’s request, we have put a full cease and desist on our customer’s account allowing for letters and emails only. Although all collection activity via telephone will permanently cease for the duration of the Contract, our customer is still responsible for any remaining payments over the duration of the Contract. Please refer to the Simple Interest Retail Installment Contract for additional consequences related to non-payment, up to and including repossession of vehicle.
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted].
Thank you,
[redacted]
DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On October 18, 2014, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2013 Chrysler 200. Our customer elected to purchase the optional...

SkyLink service and GAP insurance. Attached you will find the Simple Interest Retail Installment Contract, the SkyLink service document, and GAP insurance for your reference. On December 19, 2014, we reached out to our customer to address her concerns. Our customer advised she wanted to cancel and receive a refund for the SkyLink service and the GAP insurance. We advised our customer that the GAP insurance is a refundable product and would need to be cancelled through Aeverex, the GAP insurance provider. We advised our customer that we could deactivate the SkyLink service; however, it is a non-refundable product. As a goodwill gesture, DriveTime has made the exception to cancel the SkyLink service and refund the $495.00 in the form of a credit to our customer’s principal balance. We apologize for any inconvenience or confusion this situation might have caused. 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

[redacted]
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]

September 28, 2016 Revdex.comPh. (602) 264-5299Fax (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 September 2, 2016, our...

customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when he leased a 2006 Chevrolet Cobalt. Attached you will find a copy of the Contract for your review. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation.On September 19, 2016, our customer insurance company spoke with DriveTime to inform us that our customer was involved in an accident. The insurance company reported that they have deemed the vehicle a total loss with a date of loss being September 6, 2016. DriveTime informed the insurance company that a Settlement Breakdown and Market Evaluation would be needed before we can send a Letter of Guarantee to them. A Letter of Guarantee is a letter provided by a lien holder to an insurance company. This letter states the lien holder agrees to the insurance check amount and will provide a title to the insurance company once the insurance check is received by the lien holder. On September 22, 2016, our customer spoke with DriveTime and informed us that the insurance company was ready to send the insurance check to us. We informed our customer that we were waiting on the Settlement Breakdown and Market Evaluation before we send a Letter of Guarantee to the insurance company. We informed our customer that we were unable to place her into another vehicle prior to receiving the insurance check.  (Full Response provided to the Revdex.com)

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On January 5, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2005 Buick Lacrosse. The vehicle came with a 3...

year/36,000 mile Limited Warranty, administrated by [redacted]. Attached you will find the Simple Interest Retail Installment and Limited Warranty for your reference. On January 30, 2015, we reached out to our customer to address her Revdex.com complaint. Our customer stated she would have to pay $1700.00 out of pocket to fix her vehicle due to the parts not being covered by the warranty. We advised customer that the shop did not call in the diagnosis for [redacted] to assess the repairs needed. Our customer stated she is going to pay the shop and pick up her vehicle today. Our customer also stated that due to this extensive repair, she has not been able to make payments towards her account. We advised our customer we would reach out to [redacted] to acquire the estimate for possible assistance. On February 3, 2015, our customer advised us that she paid the balance due to the shop and retrieved her vehicle. We advised our customer that we would assist with her past due account balance of $1777.58. We made the exception to credit our customer’s account $895.02, which is half of the repair cost our customer paid out of pocket. We also offered a two-payment deferment that would bring the past due balance current. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principal balance. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer

December 15, 2016[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 re-address our customer’s concerns.Without any further information, DriveTime is unable to accommodate our customer’s request to confirm whether we will be able to assist with the repairs or change our customer into another vehicle. We are unable to provide an answer as to what assistance we can provide without knowing what specifically needs to be repaired and at what cost.We are currently waiting to receive an estimate from a repair facility so that we may continue our review for possible assistance. We have advised our customer to send the estimate once it is available and have offered to reimburse the $100 diagnostic fee from the Original Equipment Manufacturer once paid receipts have been received. Should our customer require further information, we encourage her to reach out to our Customer Relations Department at [redacted]. 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,Jessica H.Customer Relations

Dear Ms. [redacted],   Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.   On September 10, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime, when she purchased a 2007 Pontiac...

Grand Prix. The vehicle came with a 5 year/ 50,000 mile limited warranty administered by [redacted]. Included you will find the Simple Interest Retail Installment Contract and the DriveCare Limited Warranty agreement for your reference.   All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. The vehicle met DriveTime and Department of Transportation standards.   On July 15, 2014, our customer contacted [redacted] regarding her vehicle overheating. [redacted] referred her to the nearest repair facility in order to have the vehicle diagnosed.   On July 17, 2014, the repair facility contacted [redacted] recommending the replacement of the engine. [redacted] requested the performance of an inspection to determine the cause of engine failure and the extent of damage done to the engine. All inspections are performed by a third party, and typically require 24-48 hours to be completed.   On July 18, 2014, our customer was offered a rental vehicle for 3 days to accommodate her transportation needs during the time of inspection.   On July 21, 2014, the third party inspector contacted [redacted] with the finalized inspection report. The report stated the failure of non-covered components caused the engine to overheat which caused excessive damage to the engine. The engine replacement was denied due to our customer continuously driving on the vehicle while it was overheating which caused excessive damage to the vehicle.   At this time, DriveTime is unable to accommodate our customer’s request for an engine replacement or to exchange vehicles.  We encourage our customer to contact us once the repairs have been completed in order to review her account for possible payment assistance.   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 800-965-8043.   Sincerely,   [redacted]. Customer Relations

(Please see attached for full response)On April 6, 2017, DriveTime reached out to our customer to discuss her concerns. We advised the vehicle had been confirmed to have been returned on February 16, 2017, and the account had been terminated on March 1, 2017. DriveTime explained the process followed...

when a vehicle is voluntarily returned, including guidelines for any potential down payment refund. DriveTime then offered to refund her down payment of $1,300.00 as a gesture of goodwill. Our customer accepted our offer and the call was ended on amicable terms. We apologize for any frustration or inconvenience this matter may have caused. At this time, the refund check has been delivered to our customer’s requested address.  DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact our Customer Relations Department at (800) 965- 8043. Thank you,  Jessica H. Customer Relations