DriveTime

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customers’ concerns. On October 14, 2013, our customers entered into a Motor Vehicle Periodic Renewal Lease with DriveTime, when they leased a 2006 Ford Five Hundred....

Included you will find the Motor Vehicle Periodic Renewal Lease contract for your reference. On April 17, we contacted our customers and came to an amicable resolution. We made an exception to exchange our customers into a different vehicle with no down payment before receiving payment from the insurance company. We are currently in contact with our customers’ insurance company to release the title and receive the insurance payment. As a goodwill gesture, DriveTime has mailed a $25.00 [redacted] gift card to our customers’ 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 ###-###-####. Sincerely, DriveTime Customer Relations

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

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.  would love them to fix Thats fine but I was told at anytime they would cover tge repairs. Im pleased with thier response EXCEPT the salesman I used is getting away wirh lying to me. I love my car.. it is messed up now but if they fix it and displen the salesman ill b happy. Because of his lies I traded in a perfectly good van. All cause he said leasing a car was the way to go since everything was covered by him lying I made the decsion to trade in my van for a car I cant drive not to mention the 600 car payments... all I want ismy car fixeD And salesman held respobsible and ill.behappy,. Although a appolgy from him would b awesome since he caused all of this and for the sales man to be held resonsable for his lies and deRegards,[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]

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On February 24, 2014, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when she...

leased a 2004 Ford F150. Included you will find the Closed End Motor Vehicle Lease Contract for your reference.   On July 1, 2015, DriveTime received confirmation that our customer’s insurance on the vehicle had been canceled as of May 7, 2015. Please refer to page 2 of the Closed End Motor Vehicle Lease Contract, under the section titled “Types and Amounts of Required Insurance Coverage”: “You must maintain insurance in the following amounts: Bodily Injury Coverage with $ $25,000 for each person/$50,000 for all persons limits and in no event lessthan the state required amounts.” DriveTime contacted our customer on this same day to inform her that an updated declaration page of insurance was necessary to avoid recovery of the vehicle. We were unable to contact our customer over the phone; however, we did enable a buzzer noise in the vehicle. The reason for enabling the buzzer noise is toalert our customer to contact DriveTime.  On July 2, 2015, DriveTime exercised their contractual right to assign the vehicle out for recovery, as our records indicated that our customer’s insurance had been cancelled. On July 6, 2015, the vehicle was recovered due to the lack of current insurance information on file. Please refer to page 3 of the Closed End Motor Vehicle Lease Contract, under the section titled “Default, Repossession and Other Remedies”: “The following are events of default… (c) You do not maintain required insurance….If you are in default, after waiting any time the law requires, we may…(e) Take (repossess) the vehicle wherever we find it and enter any property where theVehicle may be to do so….” We advised our customer that she would be responsible to pay all fees associated with the recovery, as well as provide proof of updated insurance within a 48hour period, in order to redeem the vehicle. At this time, DriveTime is unable to refund the cost of the redemption fees to our customer. We have made several unsuccessful attempts to contact our customer and work toward an amicable resolution. We encourage our customer to contact our Customer Relations department at ###-###-####. We apologize for any confusion or inconvenience this matter may have caused. As goodwill gesture, we have credited $25.00 toward our customer’s account. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely, [redacted]. 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 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]

Please see the attached PDF for the full response.
 
Attached is a copy of the Experian AutoCheck Vehicle History Report our customer signed at the time of sale and a copy of the Experian AutoCheck Vehicle History Report as of October 17, 2016,...

that also does not indicate that the vehicle was involved in an accident.
 
On October 19, 2016, we contacted our customer to address the concerns in her complaint. She stated that she was experiencing mechanical issues and wished to return the vehicle to DriveTime without credit ramifications. In addition, she stated that she had taken the vehicle to a repair facility that had diagnosed the vehicle and confirmed her mechanical concerns. As we have not had a claim filed with Aeverex for approximately 7 months, we encouraged her to have the repair facility file a claim with Aeverex. Should she be un-willing/un-able to do so, we further encouraged her to provide us with documents indicating the mechanical concerns she referenced. In addition, we advised that we would like to review the CarFax report provided to her by the Original Equipment Manufacturer as indicated in her complaint, to investigate any accidents that may have occurred prior to purchase. Our customer agreed, and was provided our facsimile number [redacted]. We will continue to work with our customer in attempts to reach an amicable resolution.
 
We apologize for any confusion or convenience this matter may have caused. As a goodwill gesture, DriveTime has applied a credit of $25.00 toward 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,
 
Brodie H.
Customer Relations Department

April 4, 2014

[redacted]  

Revdex.com

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

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

Re: Complaint # [redacted] Dear Ms. [redacted],

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

concerns.

On December 4, 2013, our customer entered into 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 and warranty agreement are included for your reference.

A timeline of our customer’s repair history is as follows: • On December 5, 2013, our customer contacted [redacted] stating the Check Engine light was on. [redacted] referred him to a repair facility for diagnosis. • On December 9, 2013, the repair facility contacted [redacted] to file a claim. The repair facility stated the gas cap needed to be replaced and the motor mounts caused vibration in the steering. The gas cap was covered per the limited warranty agreement. The motor mounts had normal wear and tear and were not reported as failed. This recommended maintenance is not covered under the limited warranty. • On February 25, 2014, our customer contacted [redacted] stating the vehicle would not start. He was referred to a repair facility for diagnosis. • On February 26, 2014, the repair facility contacted [redacted] to file a claim. The repair facility stated the timing belt needed to be replaced and coolant needed to be added. The repairs were covered, per the limited warranty agreement. • On March, 17, 2014, our customer contacted [redacted] stating the vehicle was overheating. He was referred to a repair facility for diagnosis. Later that day, the repair facility stated the water outlet needed to be repaired. The water outlet is not a covered component per the limited warranty agreement.

On March 18, we spoke with our customer and advised that we would be covering the water outlet as a one-time good will exception.

DriveTime is unable to accommodate our customer’s request to be placed in a new vehicle. DriveTime has no grace periods and all payments are due on their dues dates. We apologize our customer feels they did not receive the caliber of service DriveTime strives to provide.

As a goodwill gesture, DriveTime has mailed a $25.00 [redacted] 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

I have advised that the issue is with the transmission and would only consider continuing to do business if the place me in a different vehicle. This vehicle has had nothing but problems since purchase. After 2 months that is not acceptable!

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, there is no need to replace it.   All pricing for our vehicles can be found online at DriveTime.com, our customers may contact their local DriveTime Dealership to find out the price of their vehicles or they can go on any DriveTime lot where we have posted prices on every vehicle.   After further review, we offered two options to our customer on April 18, 2016. Under the first option, we will make an exception and approve the 4-tire replacement and alignment. Under the other option we offered to take back the vehicle, place him into another vehicle, and transfer the down payment along with two additional payments. Our customer agreed to the tire replacement and alignment approval, and we ended our correspondence on amicable terms.   At this time, this repair will be completed at an in-network repair facility at no cost to our customer. We encourage our customer to contact our customer relations department at [redacted] if he has any further concerns.

[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]

August 31, 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.
During the contracting process, DriveTime required a proof of current income from our customer. DriveTime was lead to believe that the information provided by our customer was current and up to date. Under the terms of the Retail Installment Contract, we notify the customer that we may perform an after sale verification of any information provided to us. This includes the proof of income.
DriveTime provided our customer the opportunity to provide additional proof of his income when verification of his income and employment had failed. Additionally, we provided our customer with the option to return his vehicle if he was unable to provide proof of income. Our customer declined returning the vehicle and providing proof of income, therefore, DriveTime secured our collateral. 
Unfortunately, DriveTime is still unable to accommodate our customer’s request for a refund.  We encourage our customer to contact our Customer Relations department at 800-965-8043 for further assistance or questions he may have.
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 800-965-8043.
 
Sincerely,
 
Jeremy R.
Customer Relations
DriveTime

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.

The car will get the diagnostics done Friday morning. However, after all the money I've been out, the constant fighting to get DriveTime to pay for any repairs because nothing seems to be covered under the limited warranted, and the requests I've made since two weeks after purchasing the vehicle for them to either put me in a different car or reimburse my money so I can purchase a car that is mot a lemon, I will not consider this matter resolved until the diagnostics are complete and DriveTime does something other than offer to increase the length of my loan to make this matter right. The diagnostics is a nice first step, but it's merely that-one step in the right direction but is in no way a resolution to the issue.

Regards,

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On December 21, 2013, our customer entered into a retail installment contract when she purchased a 2006 Ford Escape. Our customer purchased a 3...

year/36,000 mile service contract administered by [redacted]. The retail installment contract and Service Contract are included for your reference. We have been in contact with our customer and are working toward a resolution. As a goodwill gesture, DriveTime has credited $25.00 principal payment only 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 ###-###-####. Sincerely, [redacted]. 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

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 have included the paperwork that states the "NO FEE" for one time or auto pay. I am not willing to go on to auto pay. I also have not received and was told that I would never be receiving any kind of $4.50 credit she says that I have received. When I was contacted By phone by Drivetime about this matter. I was told that I was giving old paperwork. and that it did not matter any more. more over when I was at the dealership signing the paperwork they informed me that they were both audio and video recording the signing also informed me that what the paperwork states is final and NO verbal changes or promises can or could be made. I addressed the issue of making payments in detail which the manger refereed to this page in the paperwork. NOW they are saying the paperwork does not mean anything. also the lady that CALLED me keep referring to the fact that I called her when I keep stating that no she called me. then at the end of the phone call she stated "have you lawyer call us at this same number you called" I stated "again I did not call you, you called me" and then she hung up. So to clear the issue here the charge of $4.50 per payment the life of the lease is 30 month or 64 bi-weekly payments which is what they insist on. so $4.50 x 64 = $288.00. so now they want to charge me a added $288.00 on to which when signing was told that I would not have to pay that and given paperwork on it. so the way I see it is that they messed up in there training or there paperwork or whatever and now what me to eat it or to make it all better give me a $25.00 credit on $288.00 that is not right. DO THE RIGHT THING! you told me and gave me paperwork on the NO FEE you messed up and live by it. If you do not want to do that then you can return my $1000.00 down payment and I will return the Van.  

Regards,

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.

[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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

January 4, 2016

Jasmine Hill
Revdex.com
Ph. (602) 212-2232
Fax (602) 263-0997 

Re: Complaint # [redacted]

Ms. Hill,

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

In June, our customer attempted to make payment arrangements that were only partially kept.  Our customer felt a DriveTime representative told him he only needed to make a partial payment.  While we certainly would have accepted a partial payment, the customer remains responsible for any remaining balance. 

In an attempt to assist our customer, we agreed to provide a two payment deferment that would bring his account current.  On December 29, 2015, DriveTime emailed our customer the loan modification documents to be reviewed, signed and submitted in order to process the two payment deferments previously agreed on. Once completed we encourage our customer to fax these documents to [redacted] or email to [redacted]

Unfortunately, we are unable to meet our customer’s request of crediting his account for one month of payments as it is our customer’s responsibility to make all payments due on the loan.

Without any new information, we are unable to further assist our customer. We encourage him to contact our customer relations department at [redacted] if he has any further concerns.

Should you have any questions or concerns, please contact us by calling us at [redacted]
Sincerely,

[redacted]
DriveTime Customer Relations Department

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.All DriveTime vehicles are thoroughly inspected and cleaned at DriveTime inspection centers prior to arriving at the dealership. Providing a vehicle that has not been...

properly cleaned is not in keeping with DriveTime’s set standards of service. We sincerely apologize for releasing the vehicle to our customer in the manner she described.On June 24, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a 2008 Chevrolet Impala. Included you will find the Closed End Motor Vehicle Lease Contract for your reference.When a customer purchases a vehicle from DriveTime, they are provided with an [redacted] Vehicle History Report. The [redacted] Vehicle History Report may indicate a prior accident record, a rental or government vehicle, registered in a storm area, and/or a theft record. Our customer was not provided with this report at the time of lease because this report is limited to customers who enter into a retail purchase agreement with DriveTime.At the time of lease, our customer signed and reviewed the attached 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 purchased it within one calendar day…"On July 1, 2015, our customer contacted DriveTime’s Corporate Offices to inquire about returning her vehicle. We informed our customer that she was past her one day return period and we would not be able to administer a refund if the vehicle was returned. We reminded our customer that she had entered into a Return Anytime Lease and referenced page 3, section 12, subtitle "Early Lease Termination" which states:"You may terminate (end) this Lease early. To do so, you must return the Vehicle to us and pay us the amount due at early end…"At this time, we are unable to accommodate our customer’s requests. On July 2, 2015, DriveTime’s Customer Relations Department reached out to our customer to discuss her concerns. Our customer confirmed that on a recent visit to the DriveTime Dealership we vacuumed the vehicle and returned it to her in a satisfactory condition. Our customer requested to return her vehicle due to her dissatisfying experience. We verified with our customer that her immediate issue had been resolved and informed her that if she chose to return her vehicle she would not receive a refund of her down payment.We apologize for any confusion or inconvenience this may have caused. 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 ###-###-####.Sincerely,[redacted]DriveTimeCustomer Relations