DriveTime

July 9, [redacted] Revdex.com Ph [redacted] Fax [redacted] Re: Complaint # [redacted] Dear Ms [redacted] , Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns On April 25, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a [redacted] Our customer elected to purchase a year/ 50,mile service contract, administered by [redacted] Included you will find the Simple Interest Retail Installment Contract and the Service Contract agreement for your reference On July 1, 2014, we reached out to our customer to address his concernsOur customer has agreed to take his vehicle into a repair facility for diagnosisOnce we have an update from the repair facility we will review for possible assistance At this time, we are working with our customer to reach an amicable resolution As a goodwill gesture, DriveTime has applied a $credit to our customer’s principal balance DriveTime thanks the Revdex.com for their ongoing supportShould 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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10983122, and find that this resolution would be satisfactory to me I will wait for the business to perform this action with all three credit bureaus and, if it does, will consider this complaint resolved Regards, [redacted] ***

September 1, Revdex.com Ph(602) 212-Fax (602) 263- Re: Complaint # [redacted] To Whom It May Concern: Thank you for bringing this matter to our attentionWe 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 concernsDuring that conversation, she stated that she was having transmission concerns, and could provide documentation to that effectOur customer sent us her estimate via emailAttached you will find the transmission estimate for review On August 30, 2016, we contacted our customer to discuss the estimateWe advised that the estimate did not include any contact information for the repair facility that produced it, nor did it include any diagnostic informationIn other words, the document does not state why the vehicle requires a transmissionShe provided a phone number for the facilityShe 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 informationThe 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 yardThe 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 vehicleAt 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

(Please see attached for full response)However, as the mechanical concerns were ongoing and similar in nature over the life of the loan, our customer currently has the option to pay $2,400.00, in order to reinstate the vehicleShe would also need to establish a payment plan in curing the deficiency balanceIn exchange, upon receiving the aforementioned payment amount, DriveTime will approve the cost of the vehicle’s repairs in fullAlternatively, our customer may opt to accept the following settlement: · We agree to waive the deficiency of $15,677.42.· We agree to delete our customer’s trade line from all three major credit reporting agenciesOur customer would be required to sign a Full Settlement and Release of ClaimsThe above mentioned offers are available to our customer until March 10, Should our customer wish to accept an offer, we encourage her to contact our Customer Relations department at [redacted] Should no offer be accepted, the vehicle will no longer be available for reinstatementOur customer will then be responsible for the deficiency balance owed towards the loanDriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact our Customer Relations Department at [redacted] *** Thank you, Jessica HCustomer Relations

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsThe actions described in our customer’s correspondence are clearly not in keeping with DriveTime's set standards of service and supportDriveTime strives to make each customer’s experience both rewarding and pleasant, while ensuring that every customer is treated with the utmost respect.On March 8, 2014, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a Dodge CaliberThe Closed End Motor Vehicle Lease Contract has been attached for your reviewBecause DriveTime’s Closed End Motor Vehicle Lease Contracts can be cancelled at any time, we do not offer any grace periodsA vehicle is contractually eligible for repossession as soon as the account falls past due, after waiting any time required by lawAs a courtesy to our customers, DriveTime often waits to days before assigning a vehicle to be recoveredLikewise, because the lease can be cancelled at any time, DriveTime does not offer due date changes on lease accountsDue to the amount of time that has passed since our customer’s date of lease, we have been unable to confirm if she was advised that she would be able to change the due date of her payments at a later timeOn July 13, 2015, at days past due and with no payment arrangements set on the account, DriveTime exercised their contractual right to secure the vehicle and assigned the vehicle to be recoveredPlease refer to section in the Closed End Motor Vehicle Lease Contract labeled “Default, Repossession and Other Remedies”: “The following are events of default: (a) You fail to pay any periodic payment when due or any other amount you owe under this Lease when we ask you for it (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: (a) End this Lease and demand that you pay the amount due (e) Take (repossess) the Vehicle wherever we find it and enter any property where the Vehicle may be to do so .”On July 14, 2015, the vehicle was recoveredOur customer contacted DriveTime and advised the vehicle should not have been recovered, as she had made a payment the day beforeWe advised our customer that because she had not called us with a confirmation number, we had no indication that a payment had been made and had not closed the assignment with the recovery agentWe have no record that our customer ever contacted us during the month of July prior to the vehicle’s recoveryThe same day, we informed our customer that due to the recovery of the vehicle, we would not be able to accept the check she had used to make her paymentWe encouraged her to cancel the check through her bank and make the payment to reinstate her lease over the phone with a debit or credit card or at a check-free location such as WalmartOur customer paid her recovery fees and past due balance in full, and arrangements were made to release the vehicle to herOn July 24, 2015, we contacted our customer and attempted to address her concernsWe discussed the above information and encouraged our customer to make her payments toward her lease on the date she is paid prior to her payment due date, in order to stay on track with her paymentsOur customer was not satisfied with the information we were able to provide and did not wish to discuss the matter furtherAt this time, we are unable to accommodate our customer’s request have her recovery fees refunded and her payment due date changedWe apologize for any inconvenience or confusion this matter may have causedAs a goodwill gesture, DriveTime has applied a $credit toward our customer’s paymentsDriveTime thanks the Revdex.com for their ongoing supportShould 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 attentionWe appreciate the opportunity to re-address our customer’s concernsWe are unable to assist or contact our customer at this time because she has a discharged Chapter bankruptcy and is only able to work with the specialists in our Bankruptcy departmentOur customer can contact our Bankruptcy department at ###-###-#### to make necessary payment arrangementsDriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ###-###-####Sincerely, DriveTime Customer Relations

January 16, [redacted] Revdex.com Ph(602) [redacted] Fax (602) 263- Re: Complaint # [redacted] Dear Ms [redacted] Thank you for bringing this matter to our attentionWe appreciate the opportunity to re-address our customer’s concernsOn January 8, 2016, our customer returned the vehicle to a DriveTime dealership to rescind the Simple Interest Retail Installment Contract, at that time: Our customer agreed to: Release the Vehicle to DriveTime possession DriveTime agreed to: Rescind the Simple Interest Retail Installment ContractDelete trade lines from all three credit reporting agenciesRefund full down payment of $to our customer At this time, the $refund of the down payment has been sent to our customerWithout any new information, DriveTime is unable to further assist our customerWe apologize for any inconvenience or confusion this matter may have causedShould you have any questions or concerns, please contact us by calling us at [redacted] Sincerely, Justin MDriveTime Customer Relations Department Tell us why here

I reviewed DT response and unfortunately that is not how the phone conversation wentWhen I called I advised I had 2concernsThe one concern being the blue fluid coming inside the car on the front passenger side floorThe other being the leak on the DRIVERS side in the WINDOW area2DIFFERENT areas of the car! $being credited to my account is not going to stop the rain coming in my car every time it rains and the damaged clothes I have along with trying to navigate my car while dodging rain splashes! ! This needs to be fixed! I will get the passenger side floor leak looked at but I still meed the driver side leak looked at and repaired too! The fact that DT sold me a car for way too much than its worth with this kind of damage is fraud at its best! !

Thank you for bringing this matter to our attentionWe appreciate the opportunity to re-address our customer’s concerns.On November 24, we confirmed that the documents were delivered to the [redacted] DMV at 8:34amWe also had our title department reach out to the [redacted] DMV for a status update on the titling for our customer’s vehicleAt this time, we are waiting on the documents from the [redacted] DMV, via mail, to complete the titling process in Missouri.As soon as we receive the documents, we will mail the documents overnight to our [redacted] dealership for titlingAs an exception, we are covering any additional fees associated with the titling of the vehicle in [redacted] where our customer now resides.At this time, we are unable to accommodate our customer’s request to credit her account for all payments made since purchaseWe will notify our customer once we have the documents in our possession to continue the titling processWe apologize for any inconvenience or confusion this process might have caused.DriveTime thanks the Revdex.com for their ongoing supportIn the meantime, should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,DriveTimeCustomer Relations

Thank you for bringing this matter to our attentionWe appreciate the opportunity to readdress our customer’s concernsDriveTime requires a customer be in their loan months prior to making any modifications on their loanAt the time our customer contacted DriveTime to request a frequency change, he had only been in his loan for monthsAt this time, DriveTime has accommodated our customer’s request and a frequency change has been applied to his accountShould you have any questions or concerns, please contact us by calling us at ###-###-####Sincerely, [redacted] DriveTime Customer Relations Department

For full response, please see attached The actions described in our consumer’s correspondence are clearly not in keeping with DriveTime's set standards of service and support DriveTime strives to make each consumer’s experience both rewarding and pleasant while ensuring that everyone is treated with the utmost respectWe take situations like this very seriously and have thoroughly investigated our consumer’s specific concernsThis complaint has resulted in a training opportunity for our dealership personnel regarding our processes, policies and procedures.Upon further investigation of the matter, we have determined the complainant had authorization to speak on behalf of our accountholderThe complainant was assisting his girlfriend, our accountholder, with re-contracting the Retail Installment ContractFortunately, a different sales manager was able to accommodate their concerns and successfully complete the re-contractingWe have since contacted our customer and apologized for her experience We apologize for any frustration this situation may have caused the complainantAt this time, we have made four (4) unsuccessful attempts to contact the complainant to discuss his concernsWe will continue our attempts to contact him to ensure an amicable resolution is reachedDriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact our Customer Relations department at [redacted] *** Thank you, Danielle C Customer Relations

Re: Complaint # [redacted] To Whom It May Concern: Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn May 9, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Cadillac STSOur customer also opted to purchase a year/50,mile Vehicle Service Contract, administered by AeverexAttached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your referenceOn December 19, 2015, our customer contacted Aeverex and stated concerns with the vehicle slipping and jerkingAeverex advised our customer to take the vehicle into a repair facility for diagnosticOn December 21, 2015, an Original Equipment Manufacturer filed a claim with Aeverex for the repair of a coilAeverex advised them that the repair was a non-covered component under the terms of the Vehicle Service ContractDriveTime has made several unsuccessful attempts to contact our customer and address her concernsOn December 28, 2015, DriveTime sent our customer a letter to her address on fileThe purpose of the letter was to inform her of our attempts to contact herWe encourage our customer to contact our Customer Relations department for further assistance at 800-865-At this time, no claims have been filed with Aeverex for transmission repairsDriveTime suggests that our customer take the vehicle into a repair facility for diagnostic so that we may review the situation for options for assistanceWithout any new information, DriveTime is unable to accommodate our customer’s request to be placed into a different vehicleWe apologize for any confusion or inconvenience this matter may have causedAs a goodwill gesture, DriveTime has applied a $credit to our customer’s principal balanceContinued (Full version provided to the Revdex.com)

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customers’ concerns.On April 2, 2014, our customers entered into a Cancel Anytime Lease Contract when they leased a Jeep Grand CherokeeIncluded you will find the Cancel Anytime Lease contract for your referenceWe have tried to reach out to our customer multiple times and have been unsuccessfulAt this time, we are unable to assist with the cost of repairsHowever, we are able to offer the following option to our customer: ? Our customer pay $in over mileage feesIn exchange, DriveTime agrees to: ? Exchange our customers into a different lease vehicle free of exchange feesThe vehicle would be in the same lease group to be able to transfer over their down paymentOur customer also wanted a new lease to start where the previous lease would endHowever, that is not an option in our system and the payments would stay with the vehicle for usageIf our customers would like to take the above offer, we encourage them to contact us at the number belowDriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ###-###-####Sincerely, DriveTime Customer Relations

May 28, [redacted] Revdex.com Ph [redacted] Fax [redacted] Re: Complaint # [redacted] Dear Ms [redacted] , Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn April 25, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a Toyota CamryAttached you will find the Simple Interest Retail Installment Contract for your referenceOn May 1, 2015, our customer returned his vehicle, at DriveTime’s request, due to DriveTime not receiving the proper paperwork for a customer who is in an active Chapter BankruptcyOur customer signed and reviewed the Vehicle Return Agreement that states he would receive a refund of $of his $1,down payment, due to the mileage placed on the vehicle since time of purchaseOn May 13, 2015, a refund check of $arrived at the dealership where our customer purchased fromThe dealership made an unsuccessful attempt to contact our customer to inform him his refund check had arrivedOn May 27, 2015, we contacted our customer and informed him he can pick up his refund check of $directly from the dealership at his earliest opportunityWe also informed our customer, as a goodwill gesture, DriveTime would be refunding his remaining down payment for $We informed our customer the additional refund check will be mailed directly to the address listed on file within 10-business daysDriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at [redacted] Sincerely, [redacted] *DriveTime Customer Relations

September 27, Revdex.com Ph(602) 212-Fax (602) 263-RM Re: Complaint # [redacted] To Whom It May Concern: Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns On March 29, 2011, our customer entered into a Simple Interest Retail Installment Contract when she purchased a Mitsubishi Galant from DriveTimeOur customer is listed as the co-buyer on the loan: however, buyers and co-buyers have the same rights and responsibilities to the vehicle, and to the loanAttached you will find a copy of the Contract for your reviewThe Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation Our customer raises two concerns in her complaint, the first being that her signature was forged by the buyerDriveTime contracts are signed on our premises, with all parties presentWhen we spoke with our customer on September 27, 2016, she advised us that she has not filed a police report at this timeWe invited her to contact our Customer Relations Department should she do so for further review.FULL RESPONSE ATTACHED

[redacted] January 7, [redacted] Revdex.com Ph(602) 212-Fax (602) 263- Re: Complaint # [redacted] Dear Ms [redacted] Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsWith the information provided, DriveTime is unable to identify an account or profile associated with the name and number providedAt this time, DriveTime will place the phone number included on the complaint on a do-not-call list for our automated dialer systemAs a good-will gesture, DriveTime has sent a $American Express Gift Card to the address providedWe apologize for any confusion or inconvenience this matter may have causedShould you have any questions or concerns, please contact us by calling us at [redacted] Justin MDriveTime Customer Relations Department

December 30, Revdex.com Ph(602) 264-Fax (602) 263- Re: Complaint # [redacted] To Whom It May Concern, Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our non-customer’s concernsOn October 21st, 2015, customer cancelled her layaway agreementAt the time of layaway, the customer used a credit card to place the vehicle on layawayWhen a layaway deposit made by credit card is cancelled, the customer is to return to the dealership so the refund may be applied back to the same card Our customer had advised the dealership she no longer had that card, therefore, dealership personnel was to have submitted a check requestDue to unforeseen circumstances, the check request submitted by the dealership was delayedAt this time, the dealership had confirmed the customer’s check in the amount of $is ready for pick upOn December 29, 2015, we contacted our customer to address her concernsShe was advised that the check was, in fact, at the dealership ready for pick up and that as a gesture of goodwill, we would be sending a $gift card to her confirmed mailing addressAt this time, we able to accommodate our customer’s requestWe apologized for any inconvenience this matter may have causedDriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at 800-965- Sincerely, Corina CDriveTime Customer Relations Tell us why here

June 29, Revdex.com Ph( [redacted] Fax [redacted] Re: Complaint # [redacted] To Whom It May Concern, Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn June 27, 2016, we spoke with our customer regarding her concernsAt this time, DriveTime is continuing to work with our customer to find an amicable resolution to her concernsDriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at [redacted] Sincerely, Jeremy NDriveTime Customer Relations

Re: Complaint # [redacted] Dear [redacted] , Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns On June 29, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a [redacted] LibertyThe vehicle came with a day/1,mile DriveCare Limited Warranty, administered by AeverexAttached you will find the Simple Interest Retail Installment Contract and DriveCare Limited Warranty Agreement for your referenceAt the time of sale, our customer opted not to purchase the optional year/50,mile Vehicle Service Contract that DriveTime offers to all their finance customersOur customer signed an Optional Products Disclosure that showed she would not be purchasing this productThe Optional Products Disclosure has been included for your reference.All DriveTime vehicles are thoroughly inspected at our DriveTime inspection centers prior to saleParts that fail inspection are replacedHowever, if a part is functioning at the time of inspection, there is no need to replace it.On the Customer Delivery Checklist 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 purchasing.” Additionally, on the Customer Delivery Checklist under “Maintenance Items,” it is stated: “These maintenance items are subject to replacement only upon failure of the component.” Attached you will find the Customer Delivery Checklist for your reference.On July 3, 2015, days into the loan, our customer contacted [redacted] with concerns about a noise when backing the vehicle up [redacted] referred our customer to an in-network repair facility to have the vehicle diagnosedAt the time of sale, our customer signed a document titled “What you need to know about financing a vehicle with DriveTime” that states under “Vehicle Return Program”: “If all required conditions are met, DriveTime will give you the ability to return the vehicle to DriveTime and terminate your contract within five calendar days of purchase (excluding the date of purchase, Sundays and days we are closed for holidays).” Attached you will find the above-mentioned document for your referenceOn July 6, 2015, an in-network repair facility filed a claim with [redacted] for the accessory drive belt tensioner, lower ball joints, upper control arms, brake pads, rotors, and brake diagnosis [redacted] approved all repairs and diagnostic fees in full under the terms of the DriveCare Limited WarrantyOn July 10, 2015, DriveTime’s Customer Relations department contacted our customer in response to concerns she had voiced about non-covered repairs that were needed on the vehicleWe advised we would review an estimate for possible assistance, then contacted [redacted] and advised them to accept an upcoming claim for a broken grill and doorLater that day, our customer contacted [redacted] about the above-mentioned grill and door [redacted] referred our customer to an in-network repair facility to have the vehicle diagnosed; however, no claim was ever filed with [redacted] in regard to this matterOn July 13, 2015, our customer contacted [redacted] with concerns about a tire issue, rust under the vehicle, and the steering wheel vibrating [redacted] referred our customer to another in-network repair facility to have the vehicle diagnosedThat day, an in-network repair facility called a claim into [redacted] for the left-rear caliper [redacted] approved all repairs and diagnostic fees in full under the terms of the DriveCare Limited WarrantyOn July 20, 2015, our customer contacted [redacted] about a no-start issue with the vehicle [redacted] encouraged our customer to have the vehicle towed to an in-network repair facility for further diagnosis; they also advised our customer that they would reimburse her up to $for towing once paid receipts had been providedOn July 21, 2015, we contacted our customer and addressed her concernsOur customer advised that the vehicle had already been taken back to a repair facility, but they had not provided an estimated time of completion for the repairsWe contacted [redacted] to find out the status of the vehicle and advised our customer we would follow up with more informationOn July 22, 2015, an in-network repair facility filed a claim with [redacted] for the steering column and steering diagnosis [redacted] approved all repairs and diagnostic fees in full under the terms of the DriveCare Limited WarrantyOn July 23, 2015, we contacted our customer and came to an amicable resolutionWe confirmed that our customer’s vehicle was operating well and assisted her with setting payment arrangements on her account for her upcoming paymentWe encouraged our customer to contact us with any further questions or concerns at 800-965-As a goodwill gesture, DriveTime has applied a $credit toward our customer’s principal balanceDriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at 800-965-Sincerely, [redacted] **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]