DriveTime

Dear Ms. Mullens, Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On March 8, 2014, our customer entered into a Closed End Motor Vehicle Lease Contract when he leased a 2005 Chrysler Sebring. The vehicle came with...

a life of lease limited warranty, administered by [redacted]. The lease contract and limited warranty agreement are included for your reference. On March 11, 2014, our customer contacted [redacted] about an alignment. [redacted] advised him alignments are not covered per the limited warranty agreement. On March 15, 2014, a repair facility contacted [redacted] and stated an alignment needed to be completed. The repair facility also stated there was noise coming from the brakes. The claim was denied as a non-covered component per the limited warranty. We have been in contact with our customer and have reached an amicable resolution. Drivetime agrees to: ? Refund our customer’s down payment in the amount of $895 Our customer agrees to: ? Release possession of the vehicle to Drivetime As a goodwill gesture, DriveTime has mailed a $25.00 American Express gift card to our customer. 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

Thank you for bringing this matter to our attention.  We appreciate the opportunity to address our customer’s concerns.    On May 8, 2014, Go Credit reached out to our customer and came to an amicable resolution. Our customer was approved for a one-payment extension and...

has agreed to the terms and conditions of the modification. Go Credit thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact me by calling me directly at ([redacted]) [redacted] or via email at [redacted] Sincerely, [redacted]rCustomer Service Representative.

July 23, 2014

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 March 10, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime, when she purchased a 2008 [redacted]. Our customer also purchased [redacted] insurance coverage at the time of sale. Included you will find the Simple Interest Retail Installment Contract and the [redacted] Installment Sale Contract/Loan/Lease Agreement Addendum for your reference.

On July 21, 2014, DriveTime contacted our customer and reached an amicable resolution. At this time, DriveTime has agreed to submit a request to the three (3) major credit bureau reporting agencies to remove the delinquencies from our customer’s trade lines once the vehicle loan has been satisfied in full.

As a goodwill gesture, DriveTime has sent our customer a $25.00 [redacted] gift card.

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

August 6, 2014

 

Lyndsey Mullens

Revdex.com

Ph. (602) 264-5299

Fax (602) 263-0997

 

Re: Case# [redacted]

 

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Dear Ms. [redacted],

 

Thank you for bringing this matter to our attention. We

appreciate the opportunity to address our customer’s concerns.

 

On July 19, 2014 our customer entered into a Simple Interest

Retail Installment Contract when he purchased a 2004 Mazda 6.  Included you will find a copy of the Simple

Interest Retail Installment Contract for your reference.

 

At this

time, DriveTime has reached out to our customer and come to an amicable resolution.

We have authorized our customer to return the vehicle with no impact on her

credit. Furthermore, we have refunded the customer the full amount of her down

payment.

 

 

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,

Customer

Solutions Analyst

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]- [redacted].

Sincerely,

DriveTime

Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns.

The actions described by our customer are 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 July 23, our dealership confirmed the vehicle was registered. Our customer’s plates are ready for pick up. We encourage our customer to submit any out of pocket receipts for possible 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,

DriveTime

Customer Relations

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]

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,

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.

On May 10, 2014, our customer entered into a Retail Installment Contract with DriveTime when she purchased a 2010 Chrysler 300. Our customer elected...

to purchase a 3 year/36,000 mile vehicle service contract, administered by Aeverex. Included you will find the retail installment contract and vehicle service contract agreement for your reference.

We have made several attempts to contact our customer to discuss her concerns, but have been unsuccessful. On September 17, 2014, 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. We encourage our customer to contact our Customer Relations department at [redacted], to discuss her concerns.

As a goodwill gesture, DriveTime has applied a $25 credit to our customers’ 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,

DriveTime

Customer Relations

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.  However, I do want the file to be noted that this company did in fact update the credit files to show as if the loan had JUST defaulted in Sept 2014.  I have a statement confirmation from all 3 bureau representatives and it was when this was explained in detail that Drive Time agreed to this settlement.  Please make note of full facts.   This is now closed as far as I am concerned at this time

Regards,[redacted]

October 22, 2014

Lyndsey Mullens

Revdex.com

Ph. ###-###-####

Fax ###-###-####

Re: Complaint # [redacted]

Dear Ms. Mullens,

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

opportunity to address our customer’s concerns.

On October 29, 2010, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2005 Chrysler Pacifica.

On September 6, 2014, our customer took advantage of our DriveTime Champ Program and upgraded from her 2005 Chrysler Pacifica to a 2009 Hyundai Sonata. At the time of sale, our customer elected to purchase the following optional products: GPS SkyLink service, vehicle service contract and GAP coverage, administered by Aeverex.

Our Champ Program allows our customers to trade in their vehicle with typically no money down and 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.

At the time of sale our customer’s APR went from 27.829 % to 23.228%.

On September 09, 2014, our customer utilized the Vehicle Return Program. Later that day, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2010 Chrysler Sebring. At the time of sale, our customer elected to purchase the following optional products: GPS SkyLink service, vehicle service contract and GAP coverage, administered by Aeverex. Included you will find the Simple Interest Retail Installment Contract, GAP coverage, GPS SkyLink, and the Vehicle Service Contract for your reference.

DriveTime offers a Vehicle Return Program, which allows our customers the ability to return the vehicle and terminate their contract. Our customers must return the vehicle to

the dealership they purchased from within five (5) calendar days. Attached is the Retail Purchase Agreement for your review.

On September 16, 2014, our customer contacted us requesting to cancel her GPS Skylink service. We advised our customer the GPS Skylink service is not refundable. However, as a one-time courtesy, we offered our customer the opportunity re-contract without the GPS SkyLink service. To date, our customer has not visited our dealership to re-contract. This offer has expired.

At this time, we are unable to accommodate our customer’s request to lower her interest rate. As a goodwill gesture, DriveTime has credited our customer’s principal balance $495.00 for the GPS SkyLink service. We encourage our customer to contact Aeverex regarding GAP coverage cancellation.

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

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 rejected the response because I called drive time when I was on the side of the road because my battery was dead. I was told that is not covered under your warranty. I asked for a supervisor, and kept getting hung up on. In addition to that, I was told the warranty is for 50,000 miles, not 36,000.

Regards,

Simone Gary

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

We have tried to reach the non-customer via the phone number provided on her complaint and have been unsuccessful. However, we have addressed her concerns...

accordingly.

On October 31, 2014, the non-customer stated she received a text message addressed to "[redacted]." She stated another text message was sent again on November 5, 2014, regarding the same matter. In both cases, she replied, "STOP" in attempt to stop the texts.

After researching the matter further, we established there was a glitch in our system in which a multitude of people received the same text message addressed to a "[redacted]." We apologize for any inconvenience or confusion this might have caused along with the negative experience that occurred. We have added the phone number provided to the Do Not Call list so no further texts messages or phone calls can be made.

As a goodwill gesture, DriveTime has mailed a $25 American Express gift card to the non-customer.

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,

Leah B.

DriveTime

Customer Relations

January 12, 2015 [redacted]Revdex.com [redacted]

[redacted]Re: Complaint # [redacted]Dear Lyndsey[redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On December 26,...

2014, our customer entered into a Closed Ended Motor Vehicle Lease Contract, when she leased a 2006 Dodge Durango. The vehicle came with a Life of Lease Warranty. Included you will find the Closed Ended Motor Vehicle Lease Contract and Life of Lease Warranty for your reference. On December 31, 2014, our customer contacted DriveTime regarding the check engine light coming on right after receiving the vehicle from the shop. Since then, we have been working with our customer with different options and have come to an amicable resolution. On January 7, 2015, our customer went to the dealership and exchanged her vehicle for a 2004 Ford Expedition, free of the normal exchange fees. 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

[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.]

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. However, I must note that the timeline of the repair history has a few omissions, namely: 12/20/14 - Car was taken back to [redacted] to check gas smell (which they said they could not duplicate). Also [redacted] reported a "slight dampness around the crank pulley"so they put in oil dye. They also noted that the card passed a block and pressure test and they could not duplicate the leak.12/23/14 - Car was taken back to [redacted] because it was leaking again. [redacted] re-tightened the heater hoses.1/1/15 - I sent an email to [redacted] at DriveTime (with copies to [redacted] and [redacted] advising thatthe car was emitting large amounts of white smoke from the exhaust, a burning smell was inside the car, the thermostat was overheating, the fan wouldn't turn off and the engine rattled. I requested DriveTime to pick up the car.CORRECTION: Please note that the car was picked up by the recovery agent, [redacted], on 1/7/15 NOT 1/6/15 as per the response from DT Customer Relations yesterday.Regarding the DriveTime Vehicle Inspection Checklist, the checklist is insufficient as it does not itemize the essential mechanics needed for a vehicle to operate fully. The checklist is basic at best and a consumer who has no auto mechanic background would not know to inquire about the things that were wrong with the vehicle.Nonetheless, I will consider this experience with DriveTime a bad one and per my conversation with DriveTime Customer Relations representative, Erika, will accept the $348.80 refund after reviewing the Full Settlement and Release of Claims document she will send today.  I still regard the matter as unfair but I need to move on as the stress is too much.That being said, I will wait for the business to send the aforementioned documents and, if it does, and if after reviewing same documents I find them acceptable,  I will consider this complaint resolved.[redacted]

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]

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 April 30, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2006 Chrysler Pacifica. Attached you will find...

the Simple Interest Retail Installment Contract for your reference.  DriveTime has temporarily ceased credit reporting to all three major credit bureau agencies. The cease is due to required system enhancements taking place in the manner DriveTime reports to the credit bureaus. We originally anticipated these enhancements being completed no later than late February; however, there were some issues that arose that had to be addressed, pushing that timeframe out to April. We apologize for any confusion or inconvenience this may have caused. 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. If Mr. Vaughan is applying for credit, we would be happy to provide a letter to the creditor letting them know we have temporarily ceased reporting and will provide an overview of his credit if so desired. .We understand that our customer has two accounts with us and will be backdating both loans once the credit reporting fully resumes. At this time, [redacted] has started uploading DriveTime accounts for the public to see again. We are unable to accommodate our customer’s request to expedite the process any faster than it is currently going or pay for credit report checking fees. As a goodwill gesture, DriveTime has credited our customer’s principal balance $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

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,

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On July 19, 2014, our customer purchased a 2008 Chevrolet Impala from DriveTime that was mistakenly listed as a 2011 Chevrolet Impala on the Simple Interest Retail...

Contract that she signed. On August 8, 2014, our customer contacted DriveTime with concerns about her vehicle being listed as a 2011 instead of a 2008. We advised our customer to return to the dealership to re-contract into a loan with the correct information for her vehicle. Our customer was also given the option to transfer into a different vehicle if she so desired. On August 16, 2014, the contract was amended, and our customer entered into a second Simple Interest Retail Installment Contract with DriveTime for the same 2008 Chevrolet Impala, now correctly listed on all documentation. The principal balance on the new loan was lowered to reflect the correct price for our customer’s vehicle. Our customer also purchased a 5 year/50,000 mile Vehicle Service Contract administered by Aeverex. Attached you will find both the first and second Simple Interest Retail Installment Contracts and the Vehicle Service Contract for your reference. On August 19, 2014, our customer contacted DriveTime and advised that she was unhappy with the terms of the new contract. We advised her she was within the first five days of her loan, and per the terms of her contract, she had the option to utilize the Vehicle Return Program and return her vehicle.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 their vehicles to the dealership within five calendar days. Attached is the Retail Purchase Agreement for your review.On September 12, 2014, DriveTime credited our customer’s account one payment as a goodwill gesture, due to the issues at the time of sale. Our customer has not contacted DriveTime with any further complaints since that time. At the time of sale, our customer was provided with an [redacted] Vehicle History Report. The [redacted] Vehicle History Report may indicate a prior accident record, a rental or government vehicle, if the vehicle was registered in a storm area, and/or any theft records. If any of these items were applicable, they would be noted in the Vehicle Information section on the [redacted] History report. Per this report, our customer’s vehicle had not been in any reported accidents prior to purchase.On March 24, 2015, we pulled a new [redacted] Vehicle History Report for our customer’s vehicle. At this time, the report still reflects that the vehicle has not been in any reported accidents. The [redacted] Vehicle History Report is attached for your review.That same day, we contacted our customer and attempted to address her concerns. At this time, we are unable to accommodate our customer’s request to be compensated $5,175 for what she has paid into her loan thus far. Our customer stated she did not wish to speak to DriveTime further and advised she would continue to pursue this matter with the Revdex.com. If our customer is having any current mechanical issues with her vehicle, we encourage her to contact Aeverex at ###-###-####.We apologize for any inconvenience or confusion this matter may have caused. 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,DriveTimeCustomer Relations