DriveTime

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

On December 23, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime, when she purchased a 2006 Dodge Stratus. 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.

DriveTime customers are given a Simple Interest Retail Installment Contract at the time of sale. On the first page of the Simple Interest Retail Installment Contract, the annual percentage rate, finance charge, amount financed, and total of payments, total sales price and a payment schedule are clearly outlined, as required by the Federal Truth in Lending Act. 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. Additionally, DriveTime offers a 5-day vehicle return program that allows our customers to bring their vehicle back to the dealership and return it for a refund, exclusions and terms apply.

On July 16, 2014, we contacted our customer to address her concerns. We recommended our customer have the vehicle diagnosed at a repair facility. Our customer stated they would take the vehicle over the weekend.

On July 21, 2014, we followed up with our customer to determine if she took the vehicle to a repair facility to have the vehicle diagnosed. Our customer informed us she did not take the vehicle to a repair facility and could not provide us with a period for when they would be able to have the vehicle diagnosed. We advised our customer to contact us at ###-###-#### after having their vehicle diagnosed and filing a claim with Aeverex. We will determine what options for assistance are available once we receive a claim for the current mechanical issues.

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, [redacted]

DriveTime

Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On August 12, 2013, our customer entered into a Simple Interest Retail Installment Contract when he purchased a 2006 Dodge Magnum. The vehicle came with a 3 year/36,000 mile...

limited warranty at no additional cost. Included is a copy of the DriveCare Limited Warranty agreement and Simple Interest Retail Installment Contract.On August 26, our customer contacted us regarding issues with the wheel bearing and the alignment of the vehicle. We advised our customer the wheel bearing is a covered component per the limited warranty agreement, however, the alignment is not a covered component. Our customer stated he was overcharged for his vehicle and he was not aware of the price or annual percentage rate (APR) at the time of sale. We advised our customer the sales price and APR of the vehicle are located on the retail installment agreement, which was signed at the time of sale. Our customer stated he was unaware the sales price was on the retail installment agreement until after he left the dealership. We advised our customer he had 5 days to review his contract and return his vehicle if he was uncomfortable with the terms in the contract. Our customer claimed he was not aware of this option. We advised our customer the vehicle return program is disclosed on the second page of the "What You Need to Know About Financing a Vehicle with DriveTime" document and the second page of the Retail Purchase Agreement under the "vehicle return program" section. Our customer signed and agreed to both documents at the time of sale. I have included the "What You Need to Know About Financing a Vehicle with DriveTime" document and the Retail Purchase Agreement for your reference.DriveTime customers are given a Simple Interest Retail Installment Contract at the time of sale. On the first page of the Simple Interest Retail Installment Contract, the annual percentage rate, finance charge, amount financed, and total of payments, total sale price and a payment schedule are clearly outlined, as required by the Federal Truth in Lending Act. 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. DriveTime offers a 5-day vehicle return program that allows our customers to bring their vehicle back to the dealership and return it for a refund, exclusions and terms apply.The Simple Interest Retail Installment Contract applies payments accordingly. If a customer pays late, more interest is due for each day late. When a customer pays late, a higher amount of interest is paid first and then whatever is left will reduce the loan balance. As a result, a higher loan balance is left after the late payment. If the next payment is on time, more of the payment will go to interest on the remaining payments, because the interest is being charged on a higher balance than we scheduled. A copy of our customer’s payment history has been included for your review.On January 17, 2014, we contacted our customer and offered a settlement to waive his deficiency balance and delete the trade lines from his credit report. In exchange, our customer would need to release possession of the vehicle to DriveTime. Our customer declined our offer.At this time, DriveTime is unable to accommodate our customer’s request to adjust the contract or to exchange vehicles.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted].Sincerely, [redacted] Customer Relations Specialist

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

On June 19, 2013, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2007 Hyundai Sonata. The vehicle came with a 3...

year/36,000 mile limited warranty. Included you will find the Simple Interest Retail Installment Contract and the DriveCare Limited Warranty agreement for your reference.

All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. The vehicle met DriveTime and Department of Transportation standards.

Our customer also reviewed and signed the What You Need to Know About Financing a Vehicle with DriveTime document. On page two (2) under section Other Stuff sub-section Vehicle Inspection it states:

“You are purchasing a used vehicle which may have had paint or body work we did not perform and are not aware of. You had an opportunity to inspect your vehicle and are satisfied with it.”

On page one (1) under the section Vehicle Return Program, it states:

“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).”

The What You Need to Know About Financing a Vehicle with DriveTime document has been attached for your review.

 Additionally, Ms. [redacted] was provided a Customer Delivery Checklist. The Customer Delivery Checklist is provided to our customers to ensure they are comfortable with the condition of the vehicle prior to purchasing. Under section Maintenance Items, it states the following:

“maintenance itemsare subject to replacement only upon failure of the component. After sale, these routine maintenance items are the responsibility of the vehicle owner.”

Included you will find a copy of the Customer Delivery checklist for your reference.

We are in currently contact with our customer and are working 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 [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 September 10, 2014, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2009 Mercury Milan. Included you will find...

the Simple Interest Retail Installment Contract for your reference. On October 16, 2014, we reached out to our customer to address her concerns. Our customer got into an accident in the previous car she had with DriveTime and took advantage of DriveTime’s Insurance Loss Program (ILP). This program allows our customers to pay a $500 deductible and the remaining balance on their old DriveTime account is paid off with the stipulation they purchase and satisfy the terms of the new contract.
The "Insurance Loss/Short Payoff Program Agreement" document, section "Insurance Loss" states:
"I/We purchased a vehicle from DriveTime on credit… The vehicle was totaled and the insurance proceeds have been paid to DriveTime, but I/we still owe money on the account."
"I/We understand that if I/we make a $505.00 payment on the Account, purchase a new vehicle from DriveTime, and satisfy the terms of the new contract, DriveTime will suspend its collection of the deficiency."
In addition, section "1", states:
"I/We understand that the account will be reported to the credit bureau agencies as a settled account, as long as I/We make all of these new vehicle payments on time. If I/We default on the new account, DriveTime may revise the credit reporting status to show the account as charged off."
Our customer signed and agreed to these terms. Attached you will find the Insurance Loss/Short Payoff Program Agreement document for your reference.
We went on to explain that releasing her from the vehicle and waiving responsibility for the new loan would not be a possibility due to the agreed upon terms above. Doing so would have a negative impact on her credit and both accounts could be affected.
Our customer also mentioned the purchase price ended up being much higher than what was agreed to. Our customer purchased the vehicle for $18,628.72. However, there is a finance charge (interest) of $5,927.98 to purchase the vehicle as well. This information is broken down on the first page of the Simple Interest Retail Installment Contract.
Our customer stated she is also having mechanical issues with the vehicle. We referred our customer to [redacted], the Protection Plan Vehicle Coverage administrator to get a diagnostic completed on her vehicle. Once the diagnostic has been submitted to [redacted], DriveTime can review the claim for assistance if claim is denied by [redacted].
If our customer does not wish to get the vehicle fixed through the warranty, returning or getting the vehicle repossessed, would be reported to her credit as a repossession.
As a goodwill gesture, DriveTime has credited our customers’ principal balance $25.00.
DriveTime thanks the [redacted] for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.
Sincerely,
DriveTime
Customer Relations

January 7, 2015
[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 customer’s concerns. On December 18, 2013, our customer entered into a Simple Interest Retail Installment Contract when he purchased a 2006 Volkswagen Jetta. Our customer also elected to purchase the 3 year/36 month Limited Warranty administered by [redacted]. Included you will find the Simple Interest Retail Installment Contract and Limited Warranty for your reference.
In April of 2014, our customer contacted [redacted] in regards to the vehicle smoking and having a no start issue. [redacted] referred our customer to two different shops to get a diagnostic completed. A claim was not called into [redacted] from any repair facility; therefore, we were unable to address any issues the repair facility found. Our customer contacted Averex and advised that he paid for the repairs himself. He was informed to fax in his invoice to be reviewed for possible reimbursement by the [redacted] claims department.
On December 22, 2014, the vehicle needed a transmission replacement that was approved through [redacted]. An intake manifold assembly, intake gasket, and throttle gasket were needed as well but are not covered under the warranty.
We have been unable to contact our customer regarding his complaint. At this time, we are unable to refund his money back. However, we ask our customer to contact us at the number below to go over the following option we can provide:
? -Our customer needs to pay the $600.00 past due balance. Our customer "charged back" his $600.00 down payment on March 3, 2014 that was never repaid. Therefore, the down payment still needs to be paid to the account.
? -Once the $600.00 is paid, we will be able to authorize $600.00 in repair assistance for the two non-covered components needed.

? -Our customer will be responsible for the remaining $402.28 for repairs based off the estimate received from the repair facility. To assist with our customer having to come out of pocket for this repair, we could offer a two-payment deferment.
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 January 5, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2005 Buick Lacrosse. The...

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

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.- At the time of Sale, Drivetime’s Salesman & Auto Technician verbally assured me that the smell I was experiencing was merely dust and I had no cause to worry. I THEN signed the Vehicle inspection checklist.
- The vehicle inspection checklist in question has no area for transmission components. The issue at hand surrounds the vehicle’s transmission. This would lead me to believe the transmission was never inspected prior to sale.
- Ms. [redacted] stated that no payment had been received as of 2/23/15. That is totally and 100% untrue. After my conversation with DriveTime on 2/18/15, I immediately made payment for $249.48 though my bank. Payment was received by DriveTime that same day. See payment receipt attached. This false information brings the validity of every other statement Ms. [redacted] has made into question.
- At this point the vehicle is still in the shop for repairs. It has been in the shop for 15 out of the 35 days since first acquiring it. 
- A refund, minus a prorated charge for the time without said vehicle is the best way to end this dispute. 
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 20, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract when she leased a 2006 Ford Five Hundred. Included you...

will find the Closed End Motor Vehicle Lease contract for your reference.  At the time of sale, our customer signed and dated the "Driver’s Seat Vehicle Return Agreement." The section labeled "Vehicle Return Program" and "Refund Process" states: "… Having driven it no more than 70 miles; Without damage or having been in an accident; A restocking fee of $200.00; and if the Vehicle is driven more than 70 miles… If you paid your down payment with cash, a refund check will typically be available at the dealership within 48 hours but it could be as long as five business days." Attached you will find the Driver’s Seat Vehicle Return Agreement for your review. On February 23, 2015, we made an exception to extend the 24-hour Vehicle Return Policy for our customer. We informed our customer she would receive a refund of $900 as there would be a $200 restocking fee. We mailed our customer’s refund via Fed-Ex overnight. At this time, we are unable to accommodate our customer’s request to settle for $1,500. However, on February 28, 2015, our customer received a refund check for the down payment of $900. ?As a goodwill gesture, DriveTime has mailed a $25.00 American Express gift card to the 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, DriveTime Customer Relations

Dear Ms. [redacted],Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On February 28, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2006 Hyundai Azera....

The Simple Interest Retail Installment Contract and "What You Need to Know about Financing a Vehicle with DriveTime" were given to our customer at the time of sale to explain the finance charge and simple interest. These documents attached for your review. On page one of "What You Need to Know about Financing a Vehicle with DriveTime," simple interest is explained as follows:"Your contract is a ‘simple interest’ contract. That means a "finance charge" (interest) is charged each day on the amount you financed with us. When you make a payment, your payment pays interest and then it pays/reduces the amount financed. If you pay late, your contract continues to accrue interest. When you make your payment late, more of your payment has to go to pay the extra interest. This means less of your payment goes to pay/reduce the amount financed and it can take longer to pay off your contract with us. We strongly encourage you to make your payments on time."On March 13, 2015, we contacted our customer and explained the following information, as outlined in her contract:? Amount Financed: $15,872.30? Finance Charge: $7,790.13? Annual Percentage Rate: 15.9%? Total Sale Price: $24,362.43? Down Payment: $700.00? Total of Payments after Down Payment Applied: $23,662.43We advised that we had watched her closing video at the time of sale and the DriveTime employee went over the account details in its entirety.With any vehicle purchase, our customers are contractually obligated to pay interest over the time of their loan. Our customer insists that if the payments are made on time, she does not have to pay for interest. We explained to our customer that the interest charge is included in each payment.Our customer does not want to pay the interest charge that is included in her contract. At this time, we are unable to come to an amicable resolution with our customer.As a goodwill gesture, DriveTime has credited $25 to our customer’s principal balance.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,DriveTimeCustomer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customers, concerns.On February 11, 2014, our customers entered into a Simple Interest Retail Installment Contract with DriveTime when they purchased a 2006 Mercury Montego. Our customers...

purchased a 3 year/36,000 miles Vehicle Service Contract, administrated by [redacted]. Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference.DriveTime does not compete on price, nor do we hide it. We encourage our customers to research all aspects of their purchase. Our customers had the opportunity to review and sign the following documents:- Buyer’s Guide- Retail Purchase Agreement- DriveTime’s DriveCare Limited Warranty- What you need to know about financing a vehicle with DriveTime- Simple Interest Retail Installment ContractAll 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.Page one of the "Customer Delivery Checklist" under Important Reminder, states:"Our focus of the multi-point inspection is primarily the safety and reliability of your vehicle…lease insure you are comfortable with the condition of the vehicle prior to purchasing."Additionally, page one of the "Customer Delivery Checklist" under Maintenance Items, states:"…hese maintenance items are subject to replacement only upon failure of the component..."At the time of sale, our customer signed and dated the "Customer Delivery Checklist." Attached you will find the Customer Delivery Checklist for your review.DriveTime offers a Vehicle Return Program, which gives our customers the ability to return the vehicle to DriveTime and terminate the Simple Interest Retail Installment Contract. To participate in the Vehicle Return Program, our customer must return the vehicle to the dealership within five calendar days. Attached is the Retail Purchase Agreement for your review.To date, no repair facilities have contacted [redacted] with any recommended repairs. We encourage our customers to take the vehicle to a repair facility to have the vehicle diagnosed. Once a claim is on file and coverage is determined, we can review for possible assistance.We have made several unsuccessful attempts via email and mail requesting our customers contact us regarding their concerns since the phone numbers on the account are invalid. On March 4, 2015, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform our customer of our attempts to reach out to her. We encourage our customer to contact our Customer Relations department at ###-###-####, to discuss her concerns.At this time, we are unable to accommodate our customers’ request to lower payments, and fix the vehicle or rescind the contract and delete credit reporting.As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principal balance.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,DriveTimeCustomer Relations

April 28, 2015 Lyndsey MullensRevdex.comPh. ###-###-####Fax ###-###-####  Re: Complaint # [redacted] Dear Ms. Mullens, Thank you for bringing this matter to our attention. We appreciate the opportunity to...

address our customer’s concerns. On March 6, 2015, our customer entered into a Cancel Anytime Lease Contract with DriveTime when he leased a 2006 Pontiac G6. The vehicle also came with a Life of Lease Warranty, administered through [redacted]. The Cancel Anytime Lease Contract and the Life of Lease Warranty Agreement are attached for your review. On March 9, 2015, our customer contacted [redacted] regarding issues with the CD player in the vehicle. [redacted] referred our customer to an in-network vehicle to have these issues diagnosed. On March 10, 2015, an in-network repair facility filed a claim with [redacted] for the radio, CD player, and electrical diagnosis fees. [redacted] approved these repairs and fees in full under the terms of the Life of Lease Warranty. On March 30, 2015, our customer contacted [redacted] regarding the rear of the vehicle shaking at high speeds. [redacted] made an exception to extend our customer’s initial 30 day/1,500 mile coverage by an additional 100 miles and advised our customer to take the vehicle to a repair facility for diagnosis. On April 1, 2015, an in-network repair facility filed a claim with [redacted] for a wheel replacement and suspension diagnosis. [redacted] approved these repairs in full under the terms of the Life of Lease Warranty. On April 13, 2015, our customer contacted [redacted] regarding a no-start issue with the vehicle. [redacted] referred our customer to an in-network repair facility to have the vehicle diagnosed and advised him that they would reimburse up to $100 for a tow if the repairs were covered under the Life of Lease Warranty. On April 14, 2015, an in-network repair facility filed a claim with [redacted] for the alternator/generator, water pump, coolant, battery, electrical diagnostic fees, and headlights. All the repairs were covered under the terms of the Life of Lease Warranty except for the battery and the headlights. Since our customer was outside the initial 30 days and 1,500 miles, he was responsible for a $100 in-network deductible, as outlined in the Life of Lease Warranty Agreement. That same day, [redacted] issued our customer a check for tow reimbursement. On April 15, 2015, DriveTime made an exception to approve our customer’s non-covered battery repairs through [redacted]. On April 17, 2015, [redacted] issued our customer an additional check for further tow reimbursement. At this time, [redacted] has reimbursed our customer a total of $100 for tow expenses. On April 20, 2015, our customer contacted [redacted] regarding the same issues as before. [redacted] encouraged our customer to take the vehicle back to the repair facility where the previous repairs had been done, as the work would be warrantied. On April 21, 2015, an in-network repair facility filed a claim with [redacted] for the starter motor. [redacted] approved these repairs in full under the terms of the Life of Lease Warranty; they also waived the deductible as an exception, due to our customer paying a deductible the week prior. 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 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 leasing.”On April 27, 2015, we contacted our customer and addressed his concerns. We discussed the above information and encouraged our customer to send his second tow receipt to [redacted] for further reimbursement up to an additional $100. We encouraged our customer to reach out to [redacted] at ###-###-#### if any further mechanical issues were to arise. We also offered our customer rental reimbursement of up to $25.99 a day or a per diem credit to his account if the vehicle needs to return to the shop for the same issues in the near future. At this time, we are unable to accommodate our customer’s request to place him in a different vehicle. As a goodwill gesture, DriveTime has applied a $25 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]Customer RelationsDriveTime

May 28, 2015 [redacted]

[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...

May 8, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a 2006 Pontiac Torrent. All lease vehicles come with a Life of Lease Limited Warranty, administered by [redacted]. Included you will find the Closed End Motor Vehicle Lease Contract and the Life of Lease Limited Warranty Contract for your reference. On May 16, 2015, a repair facility contacted [redacted] and recommended the following repairs: ? Radio/CD Player/AMP ? Driver’s Seat Tracks ? Fuel Injection Flush ? Brake Pads [redacted] approved the brake pads under the Life of Lease Limited Warranty and recommended the vehicle be taken to a manufacturer dealership to address the Radio/CD player. Later that day, our customer contacted DriveTime with concerns that there are additional repairs that are needed for the vehicle that are not being addressed. We informed our customer that if there are additional repairs needed for the vehicle, the repair facility would need to contact [redacted] and report the additional repairs. On May 18, 2015, a repair facility contacted [redacted] and recommended the following repairs: ? Front Rotors ? Right Lower Ball Joints Later that day, our customer was offered to terminate the current Closed End Motor Vehicle Lease Contract for her current vehicle and get into a different Closed End Motor Vehicle Lease Contract with DriveTime with no additional fees associated. On May 22, 2015, our customer accepted our offer and leased a 2007 Nissan Altima. 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 [redacted]. Sincerely, [redacted] DriveTime Customer Relations

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On September 9, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a...

2005 Mini Cooper. Attached you will find the Simple Interest Retail Installment Contract for your reference. At time of purchase, our customer agreed to make 119 bi-weekly payments of $188.10 and 1 final payment of $186.60. On March 26, 2015, our customer contacted DriveTime and stated her payment schedule had changed. At that time, our customer’s account reflected as 12 days past due.  We advised our customer that we would be able to make a frequency change on the loan once the account was current. On April 2, 2015, DriveTime declined the frequency change due to the status of our customer’s account. Our customer’s account reflected as 5 days past due and needed to be current to process a frequency change. On June 18, 2015, our customer emailed DriveTime advising she had recently paid out-of-pocket for repairs on the vehicle of a knock sensor, harmonic balancer, belts, brakes and a tune up totaling $1,000.00. Our customer informed us that these repair cost were the reason for her delinquency on the account.On July 6, 2015, our customer contacted DriveTime to advise of the recent repairs needed for the vehicle. She also inquired about a frequency change of her payments stating that she now was being paid on the 15 and 30th of each month. We informed our customer that because her account was currently 58 days past due, we would require the account to show as current before processing a frequency change. DriveTime advised our customer that we would review for assistance on account because of repair costs. On July 16, 2015, our customer contacted DriveTime in regards to assistance with her loan. We advised our customer we would be able to offer loan modifications in the form of payment deferments. In order to process these deferments, we would require receipts for the out-of-pocket expenses accrued from the repairs. Our customer informed us that she would not be able to provide paid receipts for these repairs. On July 21, 2015, our customer contacted DriveTime in regards to addressing her complaint. We informed our customer that in order to process a frequency change on her account, we would require the account to reflect as current. DriveTime offered to assist our customer with payments deferments to bring the account current once provided receipts for out-of-pocket expenses. After the payments deferments are processed, we will be able to assist our customer withtheir request of a frequency change on the account. At this time, we have received paid receipts for out-of-pocket expenses from our customer and have applied payment deferments to her account. We will be able to process a frequency change to accommodate to our customer’s request at the beginning of August to reach an amicable resolution. As a good-will gesture, DriveTime has applied a $25 credit towards our customer’s principal balance. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [redacted]. DriveTime Customer Relations Department

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concernsOn December 13, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2008 Honda CR-V. Attached you will find the...

Simple Interest Retail Installment Contract for your reference.At the time of sale, our customers agreed to make 147 bi-weekly payments of $226.50 and 1 final payment of $225.14, beginning January 10, 2015.On June 13, 2015, a payment of $226.50 became due on our customer’s account. On June 19, 2015, our customer called DriveTime’s Customer Service Department to request an extension on this past due payment. We advised her that she would not be eligible for a deferment as she was within the first 6 months of her loan.DriveTime has found that the first six months of payment is the most important in determining customer’s payment habits throughout the life of the loan. It is for this reason that DriveTime is unable to modify the original terms of payment within this time frame.On June 27, 2015 a second payment of $226.50 became due on our customer’s account. At this time our customer had accrued a past due balance of $453.00.On July 1, 2015, our customer contacted DriveTime Customer Service to request a payment deferment. We advised her that we were unable to proceed with a payment extension at that time. Our customer was ineligible for a payment deferment to suspend this past due balance on the grounds of not completing the first 6 months of payments.On July 8, 2015, our customer contacted DriveTime Customer Service in regards to a voicemail she received. We advised her she was still ineligible to receive thismodification to her account. Our customer advised us of her current financial hardship and made a payment arrangement to decrease her past due balance.On July 14, 2015, DriveTime’s Customer Relations Department reached out to our customer to discuss her concerns. We informed our customer that within the initial six months of a new loan we are unable to provide modification to the original terms of payment. We advised our customer that we would take her current financial hardship into consideration and review the situation further for possible assistance.We apologize for any confusion or inconvenience this matter may have caused. We are in contact with our customer and currently working towards an amicable resolution. 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,[redacted].DriveTime Customer Relations

October 12, 2015

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 readdress our customer’s concerns.

The actions described in our customer’s 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.

On November 12, 2012, our customer contacted DriveTime with concerns about the vehicle. We referred our customer to an in-network repair facility to have the vehicle diagnosed.

On November 19, 2012, an in-network repair facility filed a claim with DriveTime for valve cover gaskets, calipers, motor mounts, sway bar links, and outer tie rod ends. DriveTime approved the valve cover gaskets under the terms of the DriveCare Limited Warranty.

That same day, our customer contacted DriveTime regarding the non-covered repairs. We advised him that these repairs had not been approved as they were not covered under the terms of the DriveCare Limited Warranty. We advised our customer that if he elected pay out-of-pocket for the non-covered repairs, we would provide him with payment deferments as an option for assistance.

On November 29, 2012, our customer returned the vehicle to the DriveTime dealership where he purchased, as he did not wish to pay for the non-covered repairs.

On September 2, 2015, DriveTime contacted our customer and offered him a 10% settlement in which he would be required to pay $920.76 to DriveTime to settle his loan. In exchange, DriveTime would waive his deficiency balance of $8,924.40 and delete his trade line from all three major credit bureau reporting agencies. However, our customer declined this offer.
On September 11, 2015, after further review of the situation, we contacted our customer and offered him an alternative settlement. We advised our customer that should he be willing to enter into a Full Settlement and Release of Claims, we would waive his deficiency balance and delete his trade line, leaving him with no further monetary responsibility to DriveTime.

On September 23, 2015, our customer contacted DriveTime about the abovementioned settlement offer. He advised he would like to review the settlement before agreeing to any terms. We advised we would send him a copy of the settlement for his review.

On September 28, 2015, a copy of the Full Settlement and Release of Claims was sent to our customer’s address on file. This settlement agreement listed an expiration date of October 31, 2015. Once DriveTime has received a copy of this settlement that has been accurately signed and dated by our customer and the primary account holder on his loan, we will waive his deficiency balance and delete his trade line from the three major credit bureau reporting agencies, per our agreement.

At this time, we are unable to accommodate our customer’s request to have all monies he paid toward the vehicle refunded to him. 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 [redacted]

Sincerely,
[redacted]
DriveTime Customer Relations

January 23, 2016Revdex.com Ph. (602) 212-2232Fax (602) 263-0997Re: 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, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2006 Jeep Grand Cherokee. Included with the vehicle came a 30 day/1500 mile DriveCare Limited Warranty, administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and DriveCare Limited Warranty for your reference.On page 2 of the DriveCare Limited Warranty, under the section titled Coverage Exclusions, it states:“…(2) This Limited Warranty provides no benefits or coverage and We have no obligation under this Limited Warranty for: …(l) a Breakdown caused by collision…”Prior to sale, all DriveTime vehicles are thoroughly inspected 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.At time of sale, DriveTime reviews a document titled “Customer Delivery Checklist” and provide a copy to our customers. Page one of the “Customer Delivery Checklist” under Important Reminder, states:“Our focus in the multi-point 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.”At the time of sale, our customer signed the “Customer Delivery Checklist,” attached for your review.On December 11, 2015, our customer contacted DriveTime and advised that the vehicle was involved in an accident. Our customer requested documentation stating that  the  vehicle  passed  inspection  prior  to  sale.  DriveTime  advised  her  that unfortunately, we would not be able to provide the requested documentation as it is for the internal use of DriveTime. Our customer understood.On January 15, 2016, DriveTime contacted our customer in an attempt to address her concerns and reach an amicable resolution. DriveTime advised her that the documents she has requested are for the internal use of DriveTime employees and we would not be able to provide her with copies of the vehicle’s inspection report that was completed prior to purchase. DriveTime also advised her that due to the vehicle needing repairs after the accident occurred, DriveTime would not be able to provide her assistance with cost of the repairs. Our customer understood.At this time, DriveTime is unable to accommodate our customer’s request for a bill reduction, as we are unable to provide assistance with the cost of repairs caused by a collision. We encourage our customer to contact her insurance carrier for further instruction regarding the repairs.We apologize for any confusion or inconvenience this matter may have caused. As another goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principal balance. We encourage her to contact our Customer Relations Department at 800-965-8043 should she have any additional questions or concerns.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, Diana C.DriveTime Customer Relations

Good Morning [redacted],I just got off the phone with Ms. [redacted] of an update from her bank.  On March 24, Ms. [redacted] and I did a three way call with her bank. We provide a reference number from our bank, indicating we refunded her funds to her bank. The bank needed to do further research on their end.  Today, Ms. [redacted] informed me her bank located the funds, $1,000, that we had credited to her account in mid-February.  I advised Ms. [redacted] that I would notify the Revdex.com that we resolved this matter. Thank you,[redacted]

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.

We absolutely do not accept the response from Drivetime. Mainly due to the inaccuracies stated by the business. The dates are completely wrong and they have only started contacting us as of YESTERDAY April 13th 2015. Any correspondence that has taken place besides the response to our Revdex.com complaint, has been one sided and made by us. The $100.55 payment in question was derived from the March 6th auto scheduled payment.....WE called about it the following week when we received NSF fees on our account. And they had no problem accepting our 3rd payment totaling $305.55 on March 20th 2015. The dates that have been given by the company are inconsistent with my pay dates, which is something that was told to the company when we received the vehicle. Why would you accept further payments from someone who owes from the last payment and not apply it to the outstanding balance?? Also, now they are willing to drop the $100.55 balance when that's ALL we asked for to begin with!!! It took going to this level for them to be reasonable? So that tells me they could truly careless about their customers or their business.....they care more about a bad rating from the Revdex.com, which is sad and disappointing. We have since had to get another vehicle from a different company and incur another Down Payment. In the time we dealt with Drivetime from January 31st to our last payment on March 20th, we have spent a total of over $1800.....in less than a 60 day period!!! Lease or not, that is absurd!! How is this legal, seriously? And all over $100.55!!!!!

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.On December 13, 2014, my Mother and I visited the Drive Time showroom in Conway, SC. Following is a detail description of the problems I encountered.  Last year I went through bankruptcy. It was a difficult decision at my age but it had to be done. I lost my car in the bankruptcy because the payments were too high for me to afford. I had been paying on my car since 2008, when I bought it, but the finance company said I still owed over $11,000. I had already paid over $25,000 for it, and they still insisted that I still owed them over $11,000.  The price of the car when I bought it was $13,000. Since declaring bankruptcy, I had received about 10 offers to come to other dealers and they would assist me with credit terms and buying a new/used car. The Drive Time showroom was close to our homes, and so we stopped in there.  When I sat down at the desk of the Salesman, [redacted], I told him that I wanted to explain some things to him that may assist in knowing what I was looking for in a car. I explained the following to him as I sat down.  I told him I wanted to make sure that he had a very clear understanding of my situation.  1. I had just gone through bankruptcy which discharged in July, 2014.
2. I had to give up my car in the bankruptcy, because the finance company put me in a payment that was way over what I could pay. The payment was $328. He asked me what kind of payment I was thinking of, and I told him, around $200.00. I explained that I had gotten offers from different dealers that said they would assist me in getting into a car and give me some relief on the payment.
3. I told him that I was disabled and I was only paid once per month in the amount of $1,674. That did not allow me much to put into a car because I had to pay rent, utilities, RX’s, etc.
4. I told him I hadn’t had a car for over a year. My home was close to my Mother and sister, and they took me when I needed to go somewhere. However, I was moving and would no longer be close so they could give me a ride.
5. I was also planning to leave in a couple days to go and spend Christmas with my daughter and her family in New York, and needed a reliable car. Instead of renting one, I decided to put a down payment on a car that I could keep.After going through these points, [redacted] said he would go and get a few cars for me. He pulled up several cars and I looked at them. He told me that I couldn’t afford one of them. One was smaller than what I wanted. I asked if he didn’t have anything else, as there was a lot full of cars. He said he thought he had another one. He came back with a 2007 Ford Escape. I looked it over, and really wasn’t impressed with it. However, it was the size I wanted, so I took it for a drive and decided to take it. It wasn’t until I sat down with one of the manager’s ([redacted]) that I found out the price. I told him that it was too high, but he talked me into taking it. They said that after 4 years, I could get the payment lowered. Also, when signing the agreement, [redacted] gave me a stack of papers. He told me where to sign and initial, and gave a brief explanation, ie, “This just means…”.  For the mound of papers that were signed, he whipped right through them. There was no time to read the entire package.  I thought everything was ok. It wasn’t clean and shiny, but I really needed a car. On the way North, I started noticing things. I stopped for gas and the gas tank would not accept the gas. It kept stopping like it was full.  Every time I stopped for gas, it took me 10 times as long to fill it as it would a regular car.  Other people seeing me having difficulty tried too, but they had the same problem. I began to notice other little things.  I was told several times from other motorists that my rear drivers side tire was low. As I found out, the vehicle was sold to me with a slow leak in the tire. Also, there was only a vanity key, no key that would open all the doors and no remote. Being disabled, this is a big problem. The weather was below zero, with high winds, so that became a problem. Another problem was that the check engine light always stayed on. I kept looking for the cruise control, because I was told this car had it. I told them it was a deal breaker since I was travelling. There was also no light in the back/trunk area. Then the weather stripping came off on the back seat passenger’s side door. I was having a difficult time believing that they sold this car to me in the shape it was in.  When I returned from New York, I had bronchitis and my Mother had pneumonia. I was also moving to a smaller condo the end of the month, so there was really no time to take the car to be fixed. Because I bought it from Drive Time, I couldn’t take it just anywhere to be fixed. I had to call a toll-free number and tell them what was wrong. I did so, in February, after I moved. They told me that they would only repair the gas tank. All of the other things were past the 30day/15,000/mile warranty. (I told them where I was going, but they never said that it would void the warranty). So my warranty expired even before I returned from my trip. We got back later than we wanted to, but my Mother was hospitalized in NY, for the pneumonia. When I was told that they wouldn’t fix the other things, it started to make me feel like I had made a big mistake. After all, I was paying $350/month, for a car that was in disrepair.  I started to have trouble making the payments, which I told them several times, were too high. Even the insurance I got through Drive Time was over $150/month. My driving record is spotless, but I was told since I hadn’t had insurance for a year is why it was more expensive. I didn’t have a car for almost 2 years, so why would I have car insurance? So just for my car payment and insurance, I was paying over $500/month.  I was unable to sleep for worrying what I could do. Every month I fell deeper into debt. I had been trying for a year, since the bankruptcy to get my credit back in good standing, but I was going backward. So, I decided to take the car back to Drive Time. I walked into the dealership and told [redacted], one of the managers, my problem. He went and got a form for me to sign to turn the car back in to Drive Time. [redacted] told me that by signing that form, the payments would stop. I also ask him if it would affect my credit. He told me that since I turned it back within 6 months, that they would do a “rewind” or something. I am not exactly sure of the terminology he used but that is basically how he described it. I asked him if I could get back my down payment. I had $2,500 left to my name and put it all down on the car. He said no, they did not do that. He called the main office and asked them, and put it on speaker so I could hear, and they said the same thing. So, I basically paid over $4,000 for the four months I had the car. I hated to turn it in because I need a car. But with me questioning him, I felt assured there would be no repercussions. My Mother was with me every time I visited Drive Time and she heard all my conversations with them. So you can imagine my surprise, when a week later I received a call from their corporate office asking me if I wanted the car back. I told them not unless the price was adjusted. (I had already looked up the value of that specific car on Kelley Blue Book. KBB said that if it was being sold by a dealer as a used car, the 2007Ford Escape was worth approximately $3,000-$4,500, IF it was in good condition.) They told me that if I didn’t take it back that it would be sent to auction, and sold. Whatever was left on the loan, I would have to pay. I told the woman who called that I was told there would be no further money owed to Drive Time. I also wondered why they were taking it to auction, instead of fixing it and reselling it to someone like they did to me. My loan was for $10,000 plus interest for a car that was only worth $3-4.000. I feel as though they were trying to pass off an inferior vehicle to an unsuspecting customer. I believe that all of the problems that I mentioned should have been fixed before the car was sold. I have bought numerous cars in my life, but have never been sold one that had a list of problems.I have returned the vehicle. They have their property back. I have paid much more than I should have for an inferior vehicle. I was told when returning the vehicle that I just had to sign a form to turn the car back to Drive Time. Even though I asked several times, I was told that it was all I needed to do. There was never any discussion of any detrimental effects to me by turning the vehicle back to Drive Time even though I ask several times if there would be any repercussions. I feel they were negligent for selling an inadequate vehicle. The whole experience has left me feeling that they took advantage of me. In summary, I would like to be released from any further dealings with Drive Time and no adverse entries added to my credit report. I hope this gives you an idea of my situation. If you have any questions, or need further information, please contact me at the places shown below.PS In the letter that they sent to Revdex.com, they said that they had sent a “Notice of Intent” letter, but as of now, I have never received it.

Regards,

Concern:
·         Our customer stated that he previously filed a Revdex.com complaint due to DT not...

reporting the trade line to any of the credit bureaus ·         Our customer stated that he was promised that we would report to all three credit bureaus for at least 1 year
 Resolution: ·         $25.00 gift card sent to the address provided
·         Unfortunately, DriveTime was unable to update the trade like in May 2015 due to a previous bankruptcy.
·         Due to the loan being paid off, DT is unable to update the trade line with Experian and Transunion at this time
·         DT has requested a manual update with Equifax, as they are the only bureau in which we can reinstate the trade line.