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.I have no reason to believe that the reporting will resume in April. Neither of my accounts have been reported on in a year. I have repeatedly received mail from this business reminding me that this is one of the benefits of purchasing from them, and attempting to solicit other business from myself or acquaintances. They could send notifications to me that a payment was due, or to solicit more business, but not that one of the services advertised by the company was not taking place. I would like to know what assurances I can be given that the reporting will resume in April. I have already been assured that it would be resolved in February and it was not. I was not contacted and informed that the service would not resume, despite the fact that I had filed a formal complaint with their customer service group. A 25 dollar credit to one of my accounts does not pay for the credit monitoring for all 3 bureaus to ensure that the have actual fulfilled what I view as a promise to resume credit reporting. 

Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On December 27, 2013, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2009 Toyota Corolla. Attached you will find the...

Simple Interest Retail Installment Contract for your review. On March 6, 2015, our customer contacted our Customer Relations Department regarding DriveTime accounts being suppressed on the three major credit bureaus. DriveTime temporarily ceased credit reporting to all three major credit bureau agencies. The cease is due to required system enhancements as well as to comply with the Fair Credit Reporting Act. We have completed the necessary updates with Experian, and they have begun uploading our customers’ account information for public viewing. We anticipate the enhancements with the other two agencies to be completed no later than the end of 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. Reporting may not be immediately visible but completed updates should reflect on our customer’s credit report within 30-60 days. We have completed the necessary updates with Experian and they have begun uploading our customers’ account information for public viewing. We anticipate the enhancements with the other two agencies will be completed no later than the end of April. DriveTime will backdate our customer’s entire loan to the credit bureaus, reflecting her perfect pay history once enhancements are completed with all credit bureau agencies. 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, DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On December 20, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2012 Ford Fusion. Attached you will...

find the Simple Interest Retail Installment Contract for your reference. On February 9, 2015, our customer contacted DriveTime to review options for paying off his loan. We advised our customer that if he wished to cancel the three optional products he had opted to purchase at the time of sale—the Vehicle Service Contract, GAP Coverage, and SkyLink Service (GPS)—he would receive pro-rated refunds  to his account for each of these products. Our customer stated he would wait for these refunds to post to his account and then call DriveTime to find out the amount due to pay off his loan. We advised our customer of the processes for cancelling each of the optional products. On February 20, 2015, our customer contacted DriveTime to cancel the optional products mentioned above. We advised our customer of the proper channels through which he could cancel these products. On February 23, 2015, our customer contacted DriveTime and advised he would be paying off his loan. Because our customer stated he had already cancelled the optional products, he inquired into whether he would receive the pro-rated refunds directly. We advised our customer that refund checks would be sent to him if he were to pay off the loan. Later that day, our customer’s loan was paid in full. On February 24, 2015, our customer contacted DriveTime to check on the status of his refunds. We advised our customer we would refund him for the products once the refunds posted to his account. On March 7, 2015, our customer contacted DriveTime for an update on the optional product refunds. We advised our customer we would research the status of these refunds and encouraged him to follow up the following Monday. On March 12, 2015, our customer contacted DriveTime and was advised that Aeverex—the administrator of the Vehicle Service Contract and GAP Coverage—had never received his cancellation form. We encouraged our customer to contact Aeverex to complete the cancellation of these optional products and advised him the Skylink Service was in the process of being cancelled, as well. On March 17, 2015, our customer contacted DriveTime to find out when he would receive his refunds. We advised our customer that because he had just cancelled the products, the refunds would take some time to process. On March 26, 2015, our customer contacted DriveTime with concerns that while he had received his refund for the Vehicle Service Contract, he had still not received his refunds for the GAP Coverage and SkyLink Service. We advised our customer that we would cut checks in-house for these refunds and would send them to him via certified mail once they were ready. On April 9, 2015, DriveTime attempted to contact our customer regarding a clerical error that had occurred with his refund checks. Unbeknownst to DriveTime’s Accounts Payable department, both of the refund checks had already been processed for our customer; the checks that had been cut in-house were then cancelled to avoid a double payment. We were unable to reach our customer to communicate this error to him. On April 24, 2015, our customer contacted DriveTime to find out why there was a stop-payment on a refund check he had received. We advised our customer of the information above and offered to reach back out to him with more information. Our customer declined this offer and advised we could contact his attorney going forward. Per our records, our customer has cashed the refund checks for both the Vehicle Service Contract and the GAP Coverage. While we show that our customer’s refund check for the SkyLink Service was mailed to him on March 27, 2015, our systems do not indicate that the check has been cashed. On April 30, 2015, we cancelled the active refund check for the Skylink Service and reissued a check request for $457.93 that was to be cut in-house and overnighted to our customer. Our customer should have received this check no later than Tuesday, May 5, 2015. The same day, we contacted our customer and addressed his concerns. We advised him of the above information and encouraged him to contact DriveTime’s Customer Relations Department at ###-###-#### with any further questions or concerns. On May 1, 2015, we received a letter of representation from an attorney in regards to our customer. Moving forward, all outward correspondence from DriveTime will be directed towards our customer’s attorney. On May 4, 2015, we spoke to our customer’s attorney and asked him to provide us with confirmation that our customer had received his check. Our customer’s attorney advised he would contact us once he had received correspondence from our customer in regards to this matter. At this time, we are unable to accommodate our customer’s request of a $5000 check for his hardship. As a goodwill gesture, DriveTime has mailed a $25 American Express gift card to the address on file.DriveTime thanks the Revdex.com for their continued support. If you have any questions, please contact 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 concernsOn May 17, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2008 Hyundai Accent. Our Customer also opted to...

purchase a 60 month/50,000 mile Vehicle Service Contract, administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference.At the time of purchase, our customer signed and reviewed the Vehicle Service Contract. On page 7, under subsection How This Contract May Be Cancelled Including Refunds and Charges it states: “In states where cancellation is available, you may receive a Partial Refund… Upon your cancellation, provider will, through Administrator, provide your refund within the Refund Period.”Additionally, on Page 5, under subsection Definitions it explains:“’Refund period’ means forty-five days from the date of Administrator’s receipt of your cancellation notice.”Attached you will find the Vehicle Service Contract for your reference.On February 16, 2015, our customer contacted DriveTime and informed us his vehicle was involved in a total loss accident on February 4, 2015. We informed our customer to have his insurance contact DriveTime and informed our customer he is still responsible for payments on his loan until both the insurance check and GAP check is received.On February 17, 2015, our customer contacted DriveTime for a status update regarding the total loss process. We informed our customer we are waiting for the insurance check to apply to his account. Our customer was informed he would be eligible to get into another vehicle with DriveTime, once the insurance check was received.On March 3, 2015, DriveTime received the insurance check and applied it to our customer’s principal balance. DriveTime then sent paperwork to begin the GAP insurance process.On March 13, 2015, our customer contacted DriveTime for a status update regarding the GAP insurance process. We informed our customer that there is a waiting period for GAP insurance to apply to the remaining balance on his account. We also informed our customer he did not have to worry about the remaining balance, as his GAP insurance would be applied.On April 7, 2015, our customer contacted DriveTime for a status update regarding the GAP insurance process. We informed our customer that we have not received information regarding his GAP insurance. We informed our customer that there will not be any negative implications reported to his credit while we wait for GAP to apply.On April 17, 2015, our customer contacted DriveTime for a status update regarding the GAP insurance process. We informed our customer that GAP coverage would not apply because the refund amount for his Vehicle Service Contract cancellation would cover the remaining balance of the loan.On May 29, 2015, we contacted the authorized third party on our customer’s account to discuss our customer’s concerns.  We verified a refund check would be cut and mailed overnight for the Vehicle Service Contract and GAP overages. We informed the authorized third party the check could possibly take until Tuesday, June 2, 2015, to get to our customer’s address.On June 10, 2015, we attempted to contact our customer to discuss his concerns. We spoke with the authorized third party and informed her our customer will need to contact our Customer Relations Department to ensure all credit reporting is being reported accurately.As a goodwill gesture, DriveTime has sent a $25 American Express gift card to our customer’s address listed 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,[redacted]DriveTime Customer Relations

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 July 31, 2014, our customer entered into a Simple Interest Retail Installment...

Contract with DriveTime when she purchased a 2009 Dodge Journey. Our customer also purchased a Vehicle Service Contract, administered through Aeverex. Attached you will find the Simple Interest Retail Installment Contract and the Vehicle Service Contract for your reference.On August 19, 2014, our customer contacted Aeverex advising that she needed to have the ball joints on the vehicle replaced. Aeverex referred our customer to an in-network repair facility to have the vehicle diagnosed. On August 23, 2014, our customer contacted DriveTime stating that the right front wheel had fallen off the vehicle while driving. We advised our customer that she would need to take the vehicle to an in-network repair facility to be inspected. As an exception, we provided our customer with a direct-bill rental until the vehicle could be inspected.On August 25, 2014, an in-network repair facility performed a diagnosis on the vehicle and found that there were issue with the wheel studs, lug nuts, the right front wheel, and cosmetic damage done to the body of the vehicle. Aeverex requested a third-party inspector go out to the repair facility to inspect the vehicle. On August 26, 2014, the third-party inspector completed his inspection of the vehicle. The inspector verified that the cause of failure was due to four stud bolts on the right front wheel had broken off. The pictures of the inspection show that the holes were not rounded on the wheel, which is an indication of improper fastening of the bolts. We have included a copy of the inspection report for your reference. On August 27, 2014, DriveTime approved the repairs of the wheel studs, lug nuts and wheel mount for a total of $474.00 as an exception through Aeverex. On August 28, 2014, DriveTime referred our customer to have the vehicle taken to a different in-network repair facility to have the bodywork inspected.On September 3, 2014, DriveTime contacted our customer to inform her that after reviewing the inspection report, we would not be assisting with the body damage repairs. DriveTime advised that the type of damage reported through the inspection report is caused by impact, therefore is our customer’s responsibility. We directed our customer to utilize her insurance provider for the cosmetic damage sustained by the incident. At that time, we advised our customer that the direct bill rental would no longer be provided after 10 days of use for a total of $306.60.We apologize for any inconvenience or confusion this matter may have caused. In order to reach an amicable resolution, DriveTime has agreed to refund the $500deductible to our customer. DriveTime thanks the Revdex.com for their continued support. If you have any questions, please contact 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 June 5, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a 2007 Jeep Compass. The vehicle also came with a...

Drivers Seat Limited Warranty, administered through Aeverex. The Closed End Motor Vehicle Lease Contract and the Drivers Seat Limited Warranty Agreement have been attached for your review. On June 8, 2015, our customer contacted Aeverex with concerns about a loud noise when braking. Aeverex referred our customer to an in-network repair facility to have the vehicle diagnosed. On June 9, 2015, an in-network repair facility filed a claim with Aeverex for the left-front lower control arms, left-front tie rod end, alignment, and steering diagnosis. Aeverex approved all repairs and diagnostic fees in full under the terms of the Drivers Seat Limited Warranty. On June 19, 2015, an in-network repair facility filed a claim with Aeverex for a steering diagnosis and hood prop rod clip. Aeverex approved all repairs and diagnostic fees in full under the terms of the Drivers Seat Limited Warranty. On June 23, 2015, our customer contacted Aeverex about a check-engine light that was on in the vehicle. Aeverex referred our customer to an in-network repair facility to have the vehicle further diagnosed. No claim was filed in regard to this matter. On July 6, 2015, our customer contacted Aeverex about a knocking noise in the vehicle. Aeverex encouraged our customer to take the vehicle to an in-network repair facility to have this issue diagnosed. Our customer contacted DriveTime and advised she did not wish to take the vehicle back to an in-network repair facility. We advised our customer that we would make an exception to waive the diagnostic fee at an out-of-network repair facility as a goodwill gesture. On July 7, 2015, DriveTime contacted Aeverex and advised them to waive the diagnostic fee at an out-of-network repair facility to allow our customer to get a second opinion about her concerns regarding the vehicle. On July 9, 2015, an out-of-network repair facility filed a claim with Aeverex for the struts, control arm shafts and bushings, rotors, brake pads, oil pan, transmission fluid, and valve cover gasket. The repair facility advised that the leaks, struts, and brakes were just preventative maintenance items and were not a safety concern. The estimate for these repairs was sent to DriveTime for review. On July 13, 2015, DriveTime contacted Aeverex and advised we would make an exception to approve all of the above-mentioned repairs except for the struts, which were deemed only to be a noise concern. Our customer was responsible for a $100 deductible, rather than the standard $200 deductible for an out-of-network repair facility. On July 16, 2015, our customer contacted Aeverex with concerns that she was still hearing a knocking noise in the vehicle. Aeverex advised our customer that she could take the vehicle back to the out-of-network repair facility for further diagnosis, and if there was an issue with repairs that had been approved, the work would be warrantied. Aeverex informed our customer that if the struts were causing the noise, she would be responsible for the diagnostic fee, as struts were a non-covered component and they currently presented no safety concerns. On July 17, 2015, DriveTime’s Customer Relations department spoke to our customer and attempted to address her concerns. We explained that the struts were not being covered because there were no current failures or safety concerns, and they were only causing a noise. We advised that noise concerns were not something for which we were able to offer assistance. On July 20, 2015, our customer contacted Aeverex to find out why struts are not covered under the terms of the Drivers Seat Limited Warranty. Aeverex advised our customer that no failures had been demonstrated with the struts and that they were only able to assist with mechanical failures. All DriveTime vehicles are thoroughly inspected at our DriveTime inspection centers prior to sale. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no need to replace it. At the time of sale, our customer signed a Vehicle Delivery Checklist, which has been included for your reference. On this document under “Important Reminder,” it is stated:“Our focus in the multi-point inspection is primarily the safety and reliability of your vehicle. …Please ensure you are comfortable with the condition of the vehicle prior to leasing.”Additionally, on the Vehicle Delivery Checklist under “Maintenance Items,” it is stated:“These maintenance items are subject to replacement only upon failure of the component.”On July 21, 2015, we spoke to our customer and are currently working toward an amicable resolution. We encouraged our customer to take the vehicle back to an in-network repair facility for further diagnosis. We advised that if any further mechanical failures were found, we would review options to assist. Our customer advised she would instead contact the repair facility that had advised her the struts were failed and ask them to file a claim with Aeverex. To date, no further claims have been called in to Aeverex. We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, DriveTime has applied a $25.00 credit toward our customer’s payments. 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

September 14, 2015

justify;"> 
Revdex.com
Ph. (602) 212-2232
Fax (602) 263-0997 
 
Re: Complaint # [redacted]
 
To Who It May Concern:
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
 
On February 7, 2014, before purchasing a vehicle with DriveTime, our customer filed for Chapter 7 bankruptcy. This bankruptcy was discharged on May 27, 2014.
 
On March 25, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2007 Ford Edge. Attached you will find the Simple Interest Retail Installment Contract for your reference.
 
In October 2014, DriveTime temporarily ceased credit reporting to all three major credit bureau agencies. This cease was due to required system enhancements taking place in the manner DriveTime reports to the credit bureaus. We have completed the necessary updates with the three major credit bureaus, and they have uploaded our customers’ account information for public viewing.
 
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.
 
After a recent extensive review, we determined that there were serious questions about our ability to report bankruptcy accounts accurately. As a result, we were temporarily unable to report accounts with previously filed bankruptcies, in order to ensure no inaccurate reporting occurred. This change was also required to ensure DriveTime was in compliance with the Fair Credit Reporting Act.
 
At this time, DriveTime has found a resolution to report accurately for accounts that have had a previously discharged bankruptcy. This update should reflect on our customer’s credit reporting within 30-60 days. We will be reinstating these trade lines with Experian, Equifax, and TransUnion.
 
We have attempted to contact our customer to discuss his concerns. We encourage him to contact our Customer Relations Department at 800-965-8043, to discuss his concerns further.
 
We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principle 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]
DriveTime
Customer Relations

[redacted] December 17, 2015RevDex.comPh.

(602) 264-5299Fax

(602) 263-0997  Re: Complaint

# [redacted]Ms. [redacted] Thank you for bringing

this matter to our attention. We appreciate the opportunity to address our...

customer’s

concerns.On February 28, 2015, our

customer entered into a Simple Interest Retail Installment Contract with

DriveTime when she purchased a 2010 Chevrolet Malibu. Attached you will find

the Simple Interest Retail for your reference. When an account becomes

delinquent, DriveTime will attempt to contact the customer to aid in curing the

delinquency. One way to do this is by setting a “promise to pay.” When a

customer sets a promise to pay, collection efforts cease until the promise to

pay date. However, a promise to pay cannot be made more than two weeks in the

future without manager approval. On December 2, 2015 we contacted

our customer in an attempt to cure the delinquent balance. At that time, the

account was 2 days past due. Our customer advised DriveTime she was unable to

make her regularly scheduled payment and would need to make a double payment at

the end of December. We asked if our customer would be able to make weekly

payments of $100 instead. Our customer was unable to meet this request. We

advised our customer collections attempt would continue.  On December 7, 2015, we

contacted our customer again in an attempt to cure the delinquent balance. Our

customer advised she had already made payment arrangements with the last

representative. We advised our customer that while we do notice the previous

notations, we are unable to make payment arrangements more than two weeks in

advance. At this time, our customer is

currently 14 days past due. DriveTime has made multiple attempts to contact our

customer in regards to her concerns. Attempts to contact our customer will

resume in order to come to an amicable resolution. As a goodwill

gesture, DriveTime has set a manager approved promise to pay for $1,011.44 on

December 31, 2015. We apologize for any inconvenience or confusion this matter may have

caused. DriveTime has applied a $25.00 credit towards 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, Camille R. DriveTimeCustomer

Relations

The provided contract under Default states that if the care is taken back,  the buyer has the right to cure the vehicle. I exercised that right by paying 100% of the unpaid or "past due" balance in good faith,  understanding the vehicle would be returned to me and loan reinstated as...

allowed under Texas law. Drive time did not reinstate the loan and subsequentlly canceled the warranty and Gap insurance coverage which would have been covered had the loan been inplace.

MY CAR IS IN THE SHOP AGAIN TODAY WHAT I WAS TOLD WAS EVEN THOU I AM UP TO DATE ON MY OIL CHANGS. MY OIL WAS BONE DRY AND THEY BELIEVE THAT IT MAY BE AN ISSUE WITH THE MOTOR NEEDING TO BE REPLACED.ON MONDAY I WENT BACK AND FORTH WITH DRIVE TIMES CUSTOMER RELATIONS DEPARTMENT AND AT FIRST I WAS OK...

WITH WHAT THEY OFFERED TO DO BUT NOW TWO DAYS LATER MY CAR IS IN THE SHOP AGAIN POSSIBLY NEEDING A MOTOR. I WAS TOLD THAT I WOULDNT HAVE MY CAR FOR A WEEK AND I WOULD BE RESPONSIBLE FOR RENTING A CAR,WHICH I DONT HAVE MONEY OR A MAJOR CREDIT TO BE ABLE TO RENT. WHICH IS WHY CUSTOMER RELATIONS GAVE ME A CREDIT FOR THE PASS DUE BALANCE. IAM ON PROBATION AT MY JOB AND CANT AFFORD TO MISS DAYS. NONE OF THE LOCAL DRIVE TIMES HAD ANT SELECTION OF CARS TO LEASE FROM KENNY A MANGER IN THE WILLIAMSTOWN OFFICE CALLED AS FAR AS MARYLAND. I WANTED TO FINANCE BECAUSE I DID FIND A COUPLE OF VEHICLES I LIKED HOWEVER CUSTOMER RELATIONS WOULD NOT GIVE ME ANY MORE CREDIT TO HELP ME GET INTO ANOTHER VEHICLE AND NOW HERE I AM BACK TO SQUARE ONE WITH MY CAR SITTING ON INTEGRITY LOT WAITING TO GET APPROVAL FROM AVEREX ON WHAT CAN BE FIXED AND WHAT CAN NOT.MY JOB IS REALLY LYING IN THE BALANCE

The agreement needs to include that the car will not be reported on my credit report as agreed upon.

Not only will they DT not accommodate us , they are triple charging us for a vehicle valued at $4995.00 and after paying on the loan for 2 1 /2 years still owe $16,000(?)  I've ask them to come get vehicle as it is inoperable and they tell me to drop it off at one of their locations.

September 13, 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 re-address our customer’s concerns.
 
On August 29, 2016, DriveTime received notification from Aeverex that our customer had paid out-of-pocket for the needed repairs on the vehicle.
 
On August 31, 2016, our customer contacted DriveTime in reference to his concerns. DriveTime encouraged him to submit his receipts for the completed repairs so we may review his out-of-pocket expenses for possible assistance. Our customer understood and advised that he submit his receipts via email.
 
On September 1, 2016, DriveTime contacted our customer and advised that we were unable to open the email sent in with the receipts. DriveTime requested that our customer resend. Our customer understood and stated that he would resubmit.
 
On September 6, 2016, DriveTime contacted our customer and advised that we had received estimates from an out-of-network repair facility but were awaiting the paid receipts. Our customer stated that he would gather the invoice from the out-of-network repair facility and submit them.
 
On that same day, DriveTime obtained screen shots of our customer’s financial ledger with a third party financial institution, indicating issued payment to an out-of-network repair facility.
 
After review of the documentation submitted, DriveTime would like to offer our customer a reimbursement of $2,204.93 for the cost of the brake booster, brake fluid flush, caster bushings, and sway bar links. Unfortunately, we are unable to assist with the cost of the diagnostic, wheel alignment, coil, spark plugs, air spring, oil cap, and pressure regulator valve. The aforementioned items are all maintenance and non-covered components.
 
Continued...(Full version provided to the Revdex.com)

October 20, 2016

New Roman" size="3"> 
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)

September 27, 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.
 
After further review, we have offered out customer a settlement with the following terms:
 

Pay our customer $4,497.98.
Waive our customer’s deficiency balance.
Delete her trade line from the three major credit bureaus.
Our customer will return the vehicle to us.
We will do no further business with each other.
 
Our customer has accepted this offer.
 
We thank 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,
 
Jeremy N.
Customer Relations

March 5, 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.

DriveTime’s vehicle pricing is subject to several factors, including price of purchasing and reconditioning the vehicles for sale. DriveTime does not compete on price, nor do we hide it.

On December 27, 2013, our customer purchased a vehicle and returned it the same day. Our customers have five business days from the date of purchase to return vehicle for a full refund of their down payment, minus $1.00 per mile in excess of 300 miles. Our customer took advantage of this program and returned the vehicle same day.

DriveTime’s policy is to dispose of the contract if it is rescinded the same day. We keep a copy of the credit application for 45 days in the event our customer would like to purchase another vehicle in the future.

On January 21, 2014, our customer contacted us and claimed that DriveTime withdrew $459.89 from his bank account.

On January 23, we requested that our customer provide us with a copy of the bank statement showing the withdrawn funds. We advised him if he provided the bank statement, we would reimburse him. DriveTime never received the bank statement.

We made several attempts to contact our customer from January 30, 2014 to February 5, 2014, but were unsuccessful.

On February 12, 2014, our customer contacted us stating he sent a bank statement and would like his refund within 48 hours.

On February 13, we confirmed with our customer that he had placed a stop payment on the [redacted] payment. The stop payment prohibited DriveTime from receiving these

funds. We offered to reimburse our customer for any fees that were associated with placing a stop payment. He declined our offer.

On February 17, our customer contacted us stating he would like $2000 as a resolution. We advised we are unable to accommodate his request and offered to reimburse him for any fees associated with putting a stop payment on his bank account. Our customer declined our offer.

DriveTime’s position remains, we are unable to accommodate our customer’s request to pay him $2000.

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,

 DriveTime

Customer Relations

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. On March 17, 2014, our customer contacted us. We have reached an amicable resolution with our customer. We offered our customer the following resolution: DriveTime agrees to: ? Waive deficiency balance of $16,418.38 ? Delete trade line from all three (3) major Credit Bureau reporting agencies ? Refund to Customer of down payment/payments/repairs in the amount of $1,390.70 In exchange, Customer agrees to: ? Release possession of vehicle to DriveTime Our customer will be required to sign a Full Settlement and Release of Claims if she chooses to take advantage of this offer. This settlement offer is good until March 24, 2014. 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

May 30, 2014
 

0in 0in 0pt;">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 customers’ concerns.
 
On May 9, 2013, our customers entered into a Simple Interest Retail Installment Contract when they purchased a 2011 Chevrolet Aveo. Our customer, the co-buyer, also signed a “Notice to Cosigner,” which discussed his responsibility on the loan.  Included you will find the Simple Interest Retail Installment Contract and “Notice to Cosigner” for your reference.
On May 29, 2014, DriveTime reviewed all recorded conversations with our customers between May 17, 2014 and May 24, 2014 to ensure the quality of service. We found the following to be true:
·         On May 20, 2014, our customers’ account was three days past due.  A courtesy call was placed to our customer, the co-buyer, who advised us we would need to speak with his wife, the buyer.
·         On May 22, 2014, our customers’ account was five days past due.  A courtesy call was placed to our customer, the co-buyer, and we were advised we should speak to his wife, the buyer.  We advised our customer that he is equally responsible on the loan as the co-buyer.
·         On May 24, 2014, our customer, the buyer, contacted us.  She stated the agent who had spoken to the co-buyer had threatened their family.  This was the first contact we had with the buyer since our customers’ account had become delinquent.
The actions described in our customers’ correspondence are clearly 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.  Our collections department is designed to work with the customer as well as collect delinquent payments.
We have made several attempts to reach our customers to address their concerns, but have been thus far unsuccessful.
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 ###-###-####.
 
Sincerely,
 

DriveTime
Customer Relations

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

On July 20, 2013, our customer entered into a retail installment contract when she purchased a 2005 Mazda Mazda3. The loan came with a 3 year/36,000 mile limited...

warranty, administered by Aeverex. The retail installment contract and the limited warranty agreement are included for your reference.

We have been in contact with our customer and have reached an amicable resolution. We have agreed to reimburse our customer for her repairs, once she is able to provide a copy of her paid receipt(s). The repairs include; caliper, fuel injection cleaning, power steering service, and transmission fluid flush.

As a goodwill gesture, DriveTime credited $25.00 principal only payment 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,

DriveTime

Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On November 07, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime, when she purchased a 2005 Dodge...

Durango. Our customer also purchased a 5 year/ 50,000 mile service contract administered by Aeverex. Included you will find the Simple Interest Retail Installment Contract and the Aeverex Protection Plan Vehicle Coverage agreement for your reference. On July 21, 2014, DriveTime contacted our customer to address her concerns. At this time, we are currently working with our customer towards an amicable resolution.As a goodwill gesture, DriveTime has applied a $25 credit to our customer’s principal balance.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations