DriveTime

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

On March 18, 2014, our customer entered into a Closed End Motor Vehicle Lease with DriveTime, when she leased a 2004 Dodge Durango that came with a limited warranty...

administered by Aeverex. Included you will find the Closed End Motor Vehicle Lease and the Life of Lease Limited Warranty agreement for your reference.

On April 2, our customer contacted Aeverex regarding her vehicle making a noise while turning. Aeverex referred our customer to the nearest repair facility to have the vehicle diagnosed.

On April 3, the repair facility contacted Aeverex recommending the lower ball joints, rotors and brake pads be replaced and to have an alignment performed. The lower ball joints were covered per the limited warranty and the alignment was covered as an exception through Aeverex. The repair facility determined the brake pads and rotors are a noise concern and are not a failure. The 30 day/1,500 mile limited warranty excludes all noise concerns

On April 12, our customer contacted Aeverex stating her vehicle was still making a noise while turning. Aeverex referred our customer to the nearest repair facility to have the vehicle diagnosed.

On April 16, the repair facility contacted Aeverex recommending the wheel bearings be replaced. The wheel bearings were approved per the limited warranty, however our customer did not return the vehicle to the repair facility to have the repairs completed.

 

On April 18, our customer contacted us requesting a rental vehicle. We informed our customer the Life of Lease Limited Warranty agreement does not provide rental assistance.

On April 19, our customer contacted Aeverex requesting to have the vehicle repaired at an out of network repair facility. Aeverex informed our customer of the $200 deductible required when utilizing an out of network vendor. The deductible requirements are listed on page one of the Life of Lease Limited Warranty agreement. A copy of the Life of Lease Limited Warranty agreement has been included for your review.

On April 19, the out of network repair facility contacted Aeverex recommending the wheel bearings and lower ball joints be replaced and to have an alignment performed. The claim was fully approved per the limited warranty agreement.

We have made several attempts to contact our customer to address her concerns, but have thus far been unsuccessful.

DriveTime and our vendors strive to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respect. We apologize for any inconvenience or confusion our customer may have received. At this time, DriveTime is unable to accommodate our customer’s request.

As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s account.

DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [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 23, 2013, our customer entered into a Closed End Motor Vehicle Lease contract with DriveTime, when he leased a 2006 Jeep Commander that came with a limited...

warranty. Included you will find the Closed End Motor Vehicle Lease and the Drivers Seat Limited Warranty agreement for your reference. We are currently in contact with our customer and are working towards an amicable resolution. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s account. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations

July 10, 2014

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Revdex.com

Ph. [redacted]

Fax [redacted] 

 

Re: Complaint #[redacted]

    

Dear Ms. [redacted],

 

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

 

On July 2, 2014, our potential customer visited one of our DriveTime dealerships for a scheduled appointment.

On July 8, 2014, we contacted our potential customer and came to an amicable resolution.  We apologized to our potential customer for his negative experience with us and asked that he give us another opportunity to do business with him.

As a goodwill gesture, DriveTime has sent our potential customer a $25 [redacted] gift card.

                      

DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted].

 

Sincerely,

 

DriveTime

Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On November 4, 2013, our customer entered into a Simple Interest Retail Installment Contract when they purchased a 2008 Nissan Titan. Included you will find the Simple...

Interest Retail Installment Contract for your reference. On June 9, 2014, our customer informed DriveTime that he was involved in an accident and would be unable to work for a period of 8 months. In addition, our customer advised DriveTime it would be difficult to maintain payment arrangements since he is self-employed. There was some miscommunication between DriveTime and our customer on the different options available for assistance. On July 30, 2014, we contacted our customer to review the different options available and came to an amicable resolution. At this time, we were able to offer our customer a one-payment deferment.  In addition, our customer informed DriveTime that he is now in the process of obtaining employment soon.   As a goodwill gesture, DriveTime has credited $25.00 to our customer’s account. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely,DriveTimeCustomer Relations

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

On March 19, 2014, our customer entered into a Closed End Motor Vehicle Lease with DriveTime, when he leased a 2005 Pontiac Grand Prix that came with a limited warranty...

administered by Aeverex. Included you will find the Closed End Motor Vehicle Lease and the Life of Lease Limited Warranty agreement for your reference.

On June 2, 2014, our customer contacted us stating the vehicle had stopped running and would not start. We verified with [redacted], the third party GPS vendor, that the starter was not disabled. Our customer was advised that it could be a possible battery or other mechanical issue, and was referred to Aeverex for the mechanical issues.

Later that day, our customer contacted Aeverex regarding the possible mechanical issues with his vehicle not starting. Aeverex referred our customer to the nearest repair facility to have the vehicle diagnosed.

On June 4, 2014, our customer contacted us stating that the vehicle shut off and he lost his power steering capability. Our customer stated this happened while he was driving and that it almost caused the vehicle to run into a wall. We advised our customer to speak with Aeverex regarding his mechanical concerns.

Later that day, our customer contacted Aeverex and was referred to the nearest repair facility to have the vehicle diagnosed. Our customer contacted us stating that the vehicle has shut off multiple times, with the most recent time almost causing a serious accident. Our customer stated DriveTime was using the GPS to shut off the vehicle. We informed our customer that DriveTime has not enabled the starter interrupt at any time during his lease. We encouraged our customer to take the vehicle to the nearest repair facility to have the issues with the vehicle diagnosed. Our customer stated that he could not do so because he needs the vehicle to get to work. At that time, DriveTime offered to credit our customer’s account per day the vehicle was in the repair facility.

On June 5, 2014, our customer contacted us regarding the mechanical issues with his vehicle. We advised our customer that we could not help with the mechanical issues, if we do not know what the problem is with the vehicle. We advised our customer to have the vehicle towed to the repair facility to have the mechanical issues diagnosed. Our customer was also advised that his account was currently seven (7) days past due and that his payment cannot be extended any further.

Later that day, our customer contacted Aeverex stating DriveTime was shutting the vehicle off. Aeverex advised him DriveTime had not enabled the starter interrupt and recommended he have the vehicle diagnosed. To date, a claim has not been filed for the mechanical issues.

DriveTime’s Lease program is a cancel anytime lease with no penalty. Page three of the Cancel Anytime Lease Contract, "11. Default, Repossession, and Other Remedies", states:

"The Following are events of default: (a) You fail to pay any periodic payment when due or any other amount you owe under this Lease when we ask you for it; (b) You give any false or misleading information in the application; (c) You do not maintain required insurance…"

On June 23, 2014, DriveTime recovered our vehicle due to non-payment.

At this time, DriveTime has verified the starter interrupt was not enabled during the time of our customer’s lease.

As a goodwill gesture, DriveTime has mailed our customer a $25.00 American Express gift card.

DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted].

Sincerely,

DriveTime

Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On December 20, 2013, our customer entered into a Simple Interest Retail Installment contract. Included you will find the Simple Interest Retail Installment contract for your...

reference.On September 5, 2014, we reached out to our customer to discuss his concerns. Since the vehicle had been sent to auction while his modification and payment was being processed to redeem the vehicle, there was a transportation cost that was incurred in the amount of $204.00. We requested a receipt or evidence of payment for the out of pocket costs our customer paid due to the vehicle being transported in the meantime.We are currently working towards an amicable resolution with our customer once we have received the receipt.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,DriveTimeCustomer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On May 11, 2009, our customer entered into a Simple Interest Retail Installment contract with DriveTime when he purchased a 2006 Ford F150. Attached you will...

find the Simple Interest Retail Installment for your reference. We have made several unsuccessful attempts to contact our customer. On October 22, 2014, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform our customer of our attempts to reach out to him. We encourage our customer to contact DriveTime at ###-###-####, to address his concerns.
After becoming aware of our customers’ concerns, DriveTime researched the manner in which we are reporting on their credit history. At this time, we are reporting accurately as a "paid charge off" to all three (3) major credit bureau agencies.
As a goodwill gesture, DriveTime has mailed a $25 [redacted] gift card to our customer’s address on file.
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

April 16, 2015

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Lyndsey Mullens
Revdex.com
Ph. ###-###-####
Fax ###-###-#### 
 
Re: Complaint # [redacted]
 
Dear Ms. Mullens,
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
 
On October 24, 2011, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2008 Chrysler Town & Country. 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 [redacted] and [redacted], and they have uploaded our customers’ account information for public viewing. We anticipate the enhancements with Transunion will be completed no later than the end of May.
 
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.
 
According to our records, we are reporting our customer’s information accurately to the three major credit bureaus at this time. On April 15, 2015, we sent a credit rating letter with our customer’s account information and credit standing to the address on file. This letter can be used as a reference by potential creditors, should our customer need to apply for credit.
 
On April 16, 2015, we attempted to contact our customer to discuss her concerns. We will continue our efforts to get in touch with her. We encourage our customer to contact our Customer Relations department at ###-###-####.
 
At this time, we are unable to accommodate our customer’s request for DriveTime to remove her account from her credit reporting. We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, DriveTime has credited $25 towards her 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

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. All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no need to replace it. DriveTime’s approval process is subject to several factors: down payment, income level, proof of residence, etc. We encourage all our customers to thoroughly review all contract paperwork before signing the contract. On January 16, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2009 Mazda 6. Our customer opted to purchase a 5 year/50,000 mile Vehicle Service Contract, administered by [redacted]. At the time of sale, she signed an Optional Products Disclosure stating she understood the Vehicle Service Contract was optional at an additional price. Attached you will find the Simple Interest Retail Installment Contract, Vehicle Service Contract, and Optional Products Disclosure for your reference. On page one of the Customer Delivery Checklist under Important Reminder, it is stated:“Our focus of the multi-point inspection is primarily the safety and reliability of your vehicle…Please insure you are comfortable with the condition of the vehicle prior to purchasing.”At the time of sale, our customer signed and dated the Customer Delivery Checklist. Attached you will find this document for your review. On March 4, 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. On March 7, 2015, an in-network repair facility filed a claim with [redacted] for an engine replacement. All repairs and diagnostic fees were approved in full under the terms of the Vehicle Service Contract (VSC). Our customer was responsible for a $100 deductible, since she was outside the initial 30 day and 1,500 mile limited warranty. On April 7, 2015, our customer contacted [redacted] with concerns about transmission issues and the vehicle jerking while in operation. [redacted] referred our customer to an in-network repair facility to have the vehicle diagnosed, and as a goodwill gesture, they agreed to waive the deductible if the repairs were covered under the VSC. To date, no further claims have been filed with [redacted]. On April 21, 2015, we contacted the authorized third party on our customer’s account and addressed his concerns. We are currently working towards an amicable resolution. The authorized third party has agreed to take the vehicle to a repair facility for further diagnosis. Once a claim has been filed with [redacted], we will review options to assist with any non-covered repairs that may be needed. 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]DriveTimeCustomer Relations

Dear Ms. [redacted],Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On June 4, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a 2005 Chevrolet Trailblazer. All...

lease vehicles come with a Life of Lease Limited Warranty, administered by Aeverex. Included you will find the Closed End Motor Vehicle Lease Contract and the Life of Lease Limited Warranty Contract for your reference.All DriveTime vehicles are thoroughly inspected prior to lease 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 Lease Vehicle Inspection Checklist under Important Reminder, states:"Our focus of the multi-point inspection is primarily the safety and reliability of your vehicle…Please insure you are comfortable with the condition of the vehicle prior to leasing."Additionally, on page one of the Lease Vehicle Inspection Checklist under Maintenance Items, states:"…Maintenance items are subject to replacement only upon failure of the component. During the lease these routine maintenance items are the responsibility of the vehicle lessee..."At the time of lease, our customer signed and reviewed the Return Anytime Lease Agreement. On page 3 under subsection 12, subtitled Early Lease End, it states:"You may terminate (end) this Lease early. To do so, you must return the vehicle to us and pay us the amount due at early end…"If our customer chose to return her vehicle to DriveTime, it would not be reported on her credit. DriveTime only reports finance accounts to the three major credit bureaus. As ourcustomer entered into a lease agreement, rather than a purchase agreement, credit reporting would not be applicable for her account activity.On June 10, 2015, our customer contacted Aeverex to notify them of the issues with her vehicle. Aeverex referred our customer to a in-network repair facility to address her concerns.On June 27, 2015, our customer contacted Aeverex regarding her vehicle not starting. Aeverex advised her of the $100 tow reimbursement that is offered through her Life of Lease Limited Warranty for all covered repairs.On July 20, 2015, DriveTime’s Customer Relations Department reached out to our customer regarding her mechanical concerns. We advised our customer of tow reimbursement of up to $100 and we encouraged our customer to take the vehicle to a repair facility to be diagnosed. We informed our customer we need to identify what needs to be repaired. Once we have that information, we can determine if the mechanical repair is covered by the limited warranty. Our customer agreed to make an effort to take her vehicle to an in-network repair facility in order to initiate the requested repair claim.At this time we are unable to accommodate our customer’s request for a refund, however we are in contact with her and we are working towards an amicable resolution. Once a repair claim is filed with Aeverex, if any reported repairs are not covered under the Life of Lease Limited Warranty we can review the items for possible assistance.We apologize for any confusion or inconvenience this may have caused. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s account.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,[redacted].DriveTimeCustomer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On February 03, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2005 Toyota Camry. Attached you will...

find the Simple Interest Retail Installment Contract for your reference. On July 06, 2015, our customer contacted DriveTime stating she received an insurance check for repairs on her vehicle. Our customer informed DriveTime she deposited the check into her bank account but now the bank is holding the funds until a representative from DriveTime can go into the bank to endorse the check. We informed our customer we are unable to accommodate her request, as she would need to send the check to DriveTime for proper endorsement. Once DriveTime receives a repair invoice, before and after photos of the vehicle, and confirmation from of completed repairs, DriveTime would then be able to endorse the check and send it directly to the repair facility that completed the work. If there were any remaining balance from the insurance check, DriveTime would apply the funds directly to our customer’s principal balance. Please refer to page two (2) of the Simple Interest Retail Installment Contract, under the section labeled Security Interest, it states: "To secure your obligations, you give us a "first priority" security interest in the Vehicle, all accessions, attachments, accessories and equipment placed in or on the Vehicle and all proceeds of the Vehicle…" At this time, DriveTime is unable to send a representative to our customer’s bank to endorse the insurance check. Our customer would need to dispute with her financial institution that accepted the insurance check without the proper signature from both parties. If our customer choses to return her vehicle, she would still be responsible for the remaining principal balance of her loan. It would also have a negative impact on our customer’s credit reporting and would report as a voluntary repossession. 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 concerns On January 15, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2007 [redacted] The vehicle...

came with a 30 day/1,500 mile DriveCare Limited Warranty, administered by [redacted]. At the time of sale, our customer opted to purchase a 5 year/50,000 mile Vehicle Service Contract, also administered by [redacted]. Attached you will find the Simple Interest Retail Installment Contract, DriveCare Limited Warranty Agreement, and Vehicle Service Contract for your reference. On February 6, 2015, our customer contacted [redacted] with concerns about the shocks on the vehicle. [redacted] referred him to an in-network repair facility to have the vehicle diagnosed. On February 11, 2015, an in-network repair facility filed a claim with [redacted] for the passenger and driver side front and rear lower control arms, suspension diagnosis, and alignment. [redacted] approved these repairs and fees in full under the terms of the DriveCare Limited Warranty. On March 6, 2015, our customer contacted [redacted] with concerns that the vehicle had stalled. [redacted] referred him to an in-network repair facility to have the vehicle diagnosed and advised they would reimburse up to $75.00 for tow costs under the terms of the Vehicle Service Contract. Later that day, an in-network repair facility filed a claim with [redacted] for the crank sensor, intake runner control, and fuel delivery pump. The fuel delivery pump was approved under the terms of the Vehicle Service Contract, but as the crank sensor and intake runner control are not covered components, these repairs were not approved. No further claims have be filed with [redacted] at this time. We have made several unsuccessful attempts to contact our customer and address his concerns. On August 17, 2015, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform him of our attempts to reach out to him. We encourage our customer to contact our Customer Relations department at ###-###-####. We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has applied a $25.00 credit toward our customer’s principal balance. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. 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 November 5, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2009 Jeep Compass....

Attached is the Simple Interest Retail Installment Contract for your reference. On November 5, 2014, our customer purchased a Collateral Physical Damage Certificate of Insurance through [redacted] (“[redacted]”). The coverage period for the insurance was from 11/05/2014 until 11/19/2014. Please see the Collateral Physical Damage Certificate of Insurance under “Item 2. Coverage Period”. To continue coverage, the customer was required to continue to make payments to [redacted].  There were no additional payments made to [redacted] by our customer after the original overage period and the insurance lapsed in December 2014. On May 21, 2015, our customer inquired as to why she was not notified that him insurance had lapsed. Our customer indicated that he believed the insurance was included in his loan payment.  The retail contract and certificate of insurance clearly provide that the insurance is separate and are not included in the loan payment. While insurance payments are setup on the same payment frequency as our customer’s car payments as a convenience for our customers, the payments due are made separately. The customer is responsible for maintaining their own insurance. In the Simple Interest Retail Installment Contract under “Vehicle Insurance”: “You must insure yourself and us for the term of this Contract against loss of or damage of the Vehicle with a policy in the Buyer’s name. …You agree that is the insurance proceeds do not cover the amounts you still owe us, you will pay the difference.”In the Simple Interest Retail Installment contract under “Liability Insurance Required”:“You understand that state law requires you to purchase and maintain liability insurance. We do not provide liability insurance for you and it is not included in your contract.” On May 27, 2015, our customer contacted DriveTime’s Total Loss Department to inquire about how to file a claim due to an accident. Our customer was advised that his original insurance had expired and he would have to file a claim with her primary insurance carrier if applicable.  Our customer indicated he did not have primary insurance. Our customer also inquired into reinstatement of his previous insurance since it was his understanding that his insurance was included in his payment.  Our customer was informed that [redacted] is unable to reinstate the previous insurance policy. We also confirmed with the dealership that they understand that the insurance is not included in the payment and that they are not representing that to our customers.  However, in an attempt to provide assistance, DriveTime advised our customer that we will need to inspect the vehicle for the amount of damages. DriveTime’s Total Loss Department advised that after appraisal, the Gap Addendum would apply to the vehicle if it is deemed as a total loss. This will not cover the total loss but will reduce his loan balance by the amount of his loan that exceeds the fair market value of his vehicle. At this time, DriveTime is working with our customer to obtain the vehicle for inspection of collision damage. We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has provided a $25 credit towards our customer’s account. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.  Sincerely, [redacted]DriveTime Customer Relations

That statement provided is not accurate from drive time. Yes the vehicle was picked up on 10-15 and keys handed over,however we were not allowed to get our personal belongings, which included medicine and a cane to aid in walking. I reached out to drive time and begged them to allow access. All I got was the run around. They finally gave me the address and the company premier recovery would not schedule me to come out until 10-27 after they knew the vehicle was picked up which drive time had to me was not leaving to the 30th. I spoke with several drive time employees and all their answers were different. Drivr time can keep their gift card

December 22, 2015

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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 March 21, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2008 BMW 5 Series. Attached you will find the Simple Interest Retail Installment Contract for your reference.
On December 1, 2015, at 105 days past due, our customer’s account was changed to a charge-off status.
On December 8, 2015, DriveTime exercised their contractual right to secure the vehicle and assigned the vehicle to be recovered at 112 days past due. Please refer to the “Simple Interest Retail Installment Contract,” label Default:
“You will be in default if any one of the following occurs…
1. You fail to make any payment due under this Contract, including any down payment, in full when such pay is due…”
The next day, a repossession agent attempted to recover the vehicle, but was unable to recover the vehicle.
On December 18, 2015, DriveTime contacted our customer to come to an amicable resolution. We advised our customer that we will initiate an investigation into the actions performed by our third party vendor.
We apologize the circumstances regarding this behavior from the third party recovery agency. While the recovery agency is a third party vendor, this behavior is not consistent with the level of customer service we strive to achieve for our customers. We are continuing the investigation at this time. Since the actions described were allegedly performed by a third-party vendor, we are unable to directly comment about the actions described. As a good will gesture DriveTime has applied a $25.00 credit to our customer’s account.
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted]

Sincerely, Customer Relations

January 21, 2016

justify;">
Revdex.com

Re: Complaint # [redacted]

Dear Ms. [redacted]

Thank you for bringing this matter to our attention.
On February 20, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2005 Ford Escape. Attached you will find the Simple Interest Retail Installment Contract for your reference.
On January 11, 2016, at 121 days past due, DriveTime exercised their contractual right to secure the vehicle and assigned the vehicle to be recovered. Please refer to page 3 of the Simple Interest Retail Installment Contract under “Default”:
“You will be in default if you do not make any payment in full when such payment is due….
If you are in default… we may take back (repossess) the Vehicle.”
On January 12, 2016, the vehicle was recovered. That same day, our customer contacted DriveTime in regard to redeeming the vehicle. At that time, we advised our customer we would process a loan modification to defer six payments to the end of her loan. Our customer was advised she would be responsible for paying the remainder of her past due balance, any fees associated with the recovery of the vehicle and any storage fees to be paid to the third-party recovery agent.
On January 16, 2016, DriveTime contacted our customer and addressed her concerns. We advised that after further review, our customer was advised of all fees associated with the recovery of the vehicle. As a result, DriveTime is unable to assist our customer with the storage fees associated with the recovery of the vehicle.
As a goodwill gesture, DriveTime has applied a $25.00 credit toward our customer’s account.
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted]

Sincerely,

DriveTime Customer Relations
Tell us why here...

January 21, 2016

Revdex.com

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 August 05, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2009 Kia Spectra. Attached you will find the Simple Interest Retail Installment Contract for your reference.

On September 21, 2015, DriveTime sold our customer’s loan to a third-party collections agency with no affiliation to DriveTime. At that time, all documentation associated with our customer’s vehicle was transferred to the third-party collections agency.

On January 5, 2016, our customer contacted DriveTime to advise she had been involved in a total loss accident and needed the title for the vehicle. We advised our customer that DriveTime had sold her loan to a third-party collections agency and was no longer in possession of the title.

Later that day, our customer contacted DriveTime to request that we send a lien release on the vehicle to her local Department of Motor Vehicles. We advised our customer that since DriveTime was no longer the lienholder on the vehicle, we would not be able to provide a lien release.

DriveTime has made multiple attempts to contact our customer to address her concerns. At this time, DriveTime is working toward finding a resolution to assist our customer with this matter. We will continue our efforts to contact our customer and reach an amicable resolution.

We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has sent our customer a $25.00 American Express Gift Card.

Should you have any questions or concerns, please contact DriveTime Customer Relations at [redacted]
Sincerely,

DriveTime Customer Relations
Tell us why here...

To Whom It May Concern:

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Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
DriveTime encourages our customers to research all aspects of the vehicle, including the purchase price, prior to purchasing. Our customers have the option to place a deposit on a vehicle they are interested in, in exchange DriveTime will hold the vehicle until the customer is ready to purchase. If our customers decide not to purchase the vehicle, the deposit placed to hold the vehicle is fully refunded in the form it was paid.
On December 12, 2015, our customer placed a deposit of $200.00 on a vehicle he was interested in purchasing.
On December 19, 2015, our customer opted to cancel the hold on the vehicle he was interested in.
When a deposit is placed on a vehicle with a credit card and is later cancelled, DriveTime requires our customers to return to the dealership, with the credit card used, so a full refund can be processed.
On January 11, 2016, DriveTime contacted our customer and advised him to visit our local lot, with the credit card used to place the hold on the vehicle, so DriveTime may provide him will a full refund of his deposit.
At the time our customer opted to cancel the hold, our local lot representatives were unaware that he had placed the hold on the vehicle using a credit card. Thus, our customer’s refund was not processed at that time the cancellation took place.
We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has sent our customer a $25.00 American Express gift card to the address provided.
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

February 1, 2016

Revdex.com

Re: Complaint # [redacted]

Dear Ms. [redacted],

We appreciate the opportunity to re-address our customer’s concerns.

When our customer’s accounts become delinquent, DriveTime makes normal attempts to contact our customer to cure the delinquency balance. At that time, our customer has the ability to set payment arrangements with our loan advisors. If a payment arrangement is made and kept, contact with our customer to cure the delinquency balance will cease.

On November 10, 2015, our customer contacted DriveTime to place a call restriction on her account so DriveTime would no longer be able to contact her. We advised our customer we would not be able to contact her and she would be responsible for contacting us with any concerns.

On December 8, 2015, our customer contacted DriveTime in regard to a check they had mailed in for payment of the vehicle on November 20, 2015. DriveTime advised our customer we would need 24-48 hours to review and our customer would need to contact DriveTime as she wished to maintain contact restrictions on her account.

On December 15, 2015, a payment of $161.15 was posted to our customer’s account from a check that was mailed in. At that time, our customer’s account reflected as current.

On December 18, 2015, a bi-weekly payment of $161.15 became due.

On December 26, 2015, at 8 days past due, our customer returned the vehicle to a DriveTime sales lot as a voluntary surrender. At that time, our customer’s account was updated to reflect as a charge-off voluntary surrender.

Without any new information, DriveTime is unable to further assist our customer. If our customer has any additional concerns, we encourage her to contact our customer relations department at ###-###-####.

Should you have any questions or concerns, please contact us by calling us at ###-###-####.
Sincerely,

DriveTime Customer Relations

August 12, 2016

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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 potential customer’s concerns.
DriveTime procures lead information from a number of different sources: our website, third-party partner websites, phone calls to our office, and phone calls or in-person visits to our dealership.
In our potential customer’s case, the lead was procured through our partnership with third-party vendor Quality Leads. DriveTime requires our third party vendors to provide us only with leads where the customer has consented to pull credit and being contacted, and that are otherwise in compliance with all consumer laws, including the Fair Credit Reporting Act (FCRA).
In light of this complaint, we are working to make sure that all of the websites from which Quality Leads obtains their leads have clear authorization from the consumer to pull credit.
At this time, DriveTime is working with all three major credit bureau agencies to remove the credit inquiry from our potential customer’s credit. The inquiry can take up to 15 business days to be removed. DriveTime has made several unsuccessful attempts at reaching our potential customer to inform of this process. We encourage our potential customer to contact Customer Relations with any questions she may have at [redacted]
We apologize for any confusion or inconvenience this matter has caused. As a goodwill gesture, DriveTime has mailed a $25.00 [redacted] gift card to the address provided.
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,
 
Jeremy R.
Customer Relations