DriveTime

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

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.

May 27, 2014 Lyndsey Mullens Revdex.com Ph. ###-###-#### Fax ###-###-#### Re: Complaint #[redacted] Dear Ms. Mullens, Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns....

On March 7, 2014, our customer entered into a simple interest retail installment contract when he purchased a 2008 CHEVROLET UPLANDER FWD V6. The vehicle came with a 30 day/1500 mile limited warranty, administered by [redacted]. Our customer also purchased a DriveCare Powertrain Protection Plan, administered by [redacted]. Included you will find the simple interest retail installment contract, limited warranty, and the DriveCare Powertrain Protection Plan for your reference. On March 20, 2014, our customer contacted our customer service requesting us to perform an oil change. Our customer service advised our customer oil changes are not covered under the limited warranty. We advised our customer to contact [redacted] if he has mechanical issues with the vehicle. Our customer was transferred to [redacted]. On April 8, 2014, our customer contacted [redacted] and advised the brakes were malfunctioning and the vehicle jumps. [redacted] advised our customer brakes are not covered under the DriveCare Powertrain Protection Plan. Our customer was advised he would have to pay $100 deductible to diagnose the transmission issue. On April 21, 2014, our customer contacted our customer service and advised he was not going to pay the $100 diagnostic deductible to determine what was causing the transmission issue. Our customer advised he was going to return the vehicle. On May 8, 2014, DriveTime repossessed the vehicle due to non -payment. On May 23, 2014, we contacted our customer and explained the warranty process. We advised our customer he is required to pay the $100 diagnostic fee deductible as he was outside his 30 day/1,500 mile limited warranty. At this time, we are unable to accommodate our customer’s request to provide a partial refund of his down payment. However, DriveTime agrees not to adversely report to our customer’s credit bureau. As a goodwill gesture, DriveTime has sent our 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 ###-###-####. Sincerely, DriveTime Customer Relations

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

on March 6th when my car brook down middle of no where, [redacted] did not pay rhe towing of car from a gas station to city of [redacted] + they paid portion of towing from hotel to repair shop, and on top of that waranty from [redacted] did not cover $ 150 for crank shift sensor. so I asked customer service then, since I bught this car recently and these expenses put me begaind on monthly payment, I asked them repeatedly to give me a break and let me skap a payment to catch up. but they said my loan has to be older than 6 months for them to help by extendeing a payment. So now its been 8 months , and still one payment behaind, but they still refuse to help me out by extending one payment to allow me catch up.what customer courtesy is that?

Regards,

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

All vehicles DriveTime sells come with a 30 day/1,500 mile limited warranty. Under this warranty, included in the sale price of the vehicle, our customers have a $0 deductible. Once this warranty expires, the 36 month/36,000 mile extended, limited warranty and 60 month/50,000 mile powertrain limited warranty begins. These warranties have a $100 deductible for in-network repair facilities and a $200 deductible for out-of network shops.

On April 1, 2013, our customer contacted Aeverex advising the standard shift was not working. Aeverex referred our customer to a repair facility for diagnosis. Our customer also asked about a rental vehicle. Aeverex explained the rental reimbursement policy to our customer. Aeverex also advised the cost of rental for number of authorized under warranty could be included in the repair order, if the repair facility offers rental vehicles.

Our customer provided an invoice for the installation of a new transmission shift control, invoice #[redacted] dated April 19, 2013. This repair was covered under the warranty. Aeverex approved a rental vehicle for one (1) day on this repair. Our customer had the rental vehicle for two (2) days, leaving him responsible to one (1) day of rental costs. The total for the repairs was $516.80. Aeverex paid $378.59 on this repair; our customer paid the difference of $137.31. This expense consisted of his $100 deductible, as he was outside the 30 day/1,500 mile limited warranty with a $0 deductible, and $37.31 for the day of the rental vehicle not covered under the warranty. Our customer was outside the 30 day/1,500 mile limited warranty as he had driven 4,011 miles since March 23, 2013.

On June 13, 2013, our customer contacted Aeverex advising his vehicle was overheating. Aeverex and our customer discussed taking his vehicle to an out-of-network repair facility, as the nearest in-network shop was 108 miles away. Aeverex approved an out-of-network shop as long as they were certified and able to accept credit card payments over the phone. Aeverex again explained the $100 deductible to our customer.

The invoices dated June 20, July 3, and July 17, 2013 were for service to the radiator fan and fan assembly. These repairs were covered under the warranty, administered by Aeverex. As of the final invoice, our customer had driven 17,841 miles since that start of the loan on March 23, 2013.

On December 2, 2013, Aeverex was contacted by a repair facility seeking approval on a coil pack replacement. Aeverex advised the repair facility this is not a covered under the 60 month/50,000 powertrain limited warranty. The 36 month/36,000 extended, limited warranty was expired as our customer had driven 42,576 miles.

On December 3, 2013, our customer contacted Aeverex to determine why coil pack was not covered. Aeverex explained coil pack is not a covered component under the 60 month/50,000 powertrain limited warranty.

We are still unable to accommodate our customer’s request to refund his money. Aeverex has met all contractual obligation as agreed upon by our customer signing his warranty contract.

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 October 10, 2014, our customer entered into a Simple Interest Retail Installment contract with DriveTime, when he purchased a 2008 Honda Accord. Attached you will find...

the Simple Interest Retail Installment for your reference. On October 13, 2014, our customer utilized DriveTime’s Vehicle Return Program. On November 6, 2014, we mailed our customer’s down payment refund via [redacted], certified mail (tracking #[redacted]). As a goodwill gesture, DriveTime has mailed a $25.00 [redacted] gift card to the 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

Dear Ms. [redacted],

 

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

On June 6, 2012, our customer entered into a retail installment contract when he purchased a 2006...

Ford Freestyle. The vehicle came with a 3 year/36,000 mile limited warranty. The retail installment contract and warranty agreement are included for your reference.

On July 25, 2012, DriveTime received a request for authorization to transport the vehicle out of the United States. Our customer included in the request their orders from the U.S. Army stating that our customer would be stationed in Germany. DriveTime granted our customer’s request to transport the vehicle to Germany.

Per the terms of the DriveTime Warranty Agreement. The warranty is void outside of the United States.

“This Limited Warranty is valid and enforceable only when the vehicle is physically located in the continental U.S., Alaska, and Hawaii.”

In March of 2014, our customer contacted DriveTimes Customer Service Department and informed them that the vehicle was having mechanical issues and was not running.

We have been in contact with our customer in an attempt to reach an amicable resolution. Although DriveTime is not obligated to assist with repairs while the vehicle is overseas, DriveTime has offered to reimburse our customer for any warranty-covered items if he  sends us paid receipts of the repairs. (DriveTime would deduct the applicable $150 copay from any reimbursement). DriveTime has also offered a 2-payment extension on our customer’s car loan to free up funds for our customer to pay for repairs.

DriveTime has given our customer the option of returning the vehicle if he chooses to do so. If our customer chooses to return the vehicle, DriveTime would waive any remaining balance on his car loan and would the delete trade-lines from his credit reporting. DriveTime only offers this benefit to active duty military members. Our customer would need to have the vehicle transported back to the United States in order to take advantage of this offer.

Our customer has declined DriveTime’s offer.

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,

DriveTime

Customer Relations

September 18, 2015

justify;"> 
Revdex.com
[redacted]

[redacted] 
 
[redacted]
    
To Who It May Concern:
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
 
On September 4, 2015, our customer entered into a Closed End Motor Vehicle Lease with DriveTime, when he leased a 2008 Mazda 6. All lease vehicles come with a Driver’s Seat Limited Warranty, administered by [redacted].  Included you will find the Closed End Motor Vehicle Lease and the Driver’s Seat Limited Warranty contract for your reference.
 
On September 5, 2015, our customer contacted [redacted] with concerns about the vehicle. [redacted] advised our customer to take the vehicle to an in-network repair facility to have the vehicle diagnosed.
 
On September 8, 2015, an in-network repair facility filed a claim for a transmission. [redacted] approved the repairs in full under the terms of the Drivers Seat Limited Warranty.
 
On the same day, our customer contacted DriveTime in regards to his mechanical concerns. Our customer advised he had attempted to return the vehicle within the 24 vehicle return program; however, he was over his allotted mileage. DriveTime advised our customer under the Driver’s Seat Vehicle Return Agreement in order to participate in the program, the customer would need to return the vehicle to DriveTime within one calendar day, and had not driven the vehicle more than 70 miles. Our customer advised the over mileage was due to multiple trips back and forth to the dealership. DriveTime advised our customer at this time, he would not be able to return the vehicle under the vehicle return program.
 
On September 9, 2015, we contacted our customer and came to an amicable resolution. We offered to make an exception and exchange his current vehicle for a comparable DriveTime lease vehicle. Our customer accepted the offer and considered the matter resolved.
                      
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

This is the second vehicle I have purchased from Drive Time that was not reliable. Since May 27th I have called repeatedly about the Jeep Patriot because it needed a new transmission. Every time I speak with someone in the corporate office they claim that they are going to reimburse me for all my out of pocket expenses; as rental cars for up to three weeks, tow truck costs, and I faxed all the information, and they still have not given me my money back. They don't honor there word, and I feel like nobody wants to talk to me when I call. They have changed there title numerous times and I feel they are not a legit company. I purchased the vehicle to build my credit and now I owe the previous rental car that came to 820.00 and they never paid me back for the first rental car. I first purchased an Impala in December that broke down in February and they switched out the vehicle to the Jeep Patriot that needed a new transmission along with several other maintance problems that they are not willing to pay for. Overall this has been beyond stressful causing me to miss several days at work, costing me extra money in gas to drive it to the shop multiple times with this vehicle and the previous vehicle. I feel like this business needs to be shut down for swindling people out of there hard earned money! I still feel like my Jeep is not properly fixed and there is nothing I can do or afford to do at this point. Please contact me by phone so we can discuss this further [redacted]. I am at the point now where I feel like I need legal reprenstation if you cannot deal with the situation accordingly. This is a matter for Consumer Law based upon how long its been going on. I have been having these issues for two cars and it hasn't even been a year and over two thousand dollars in expenses and a lot of grievances. Please help me.
Sincerely,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

justify;">Re: Complaint # [redacted]
 
To Whom It May Concern:
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On January 6, 2016, our customer entered into a Simple Interest Retail Instalment Contract when she purchased a 2009 Chrysler Town and Country. Attached is the Simple Interest Retail Installment Contract for your review.
DriveTime strives for all advertising materials to accurately represent the vehicles we offer for sale. On rare occasions, we can have a discrepancy between an online listing of a vehicle and actual features of the vehicle at the dealership. 
When including features on our online advertising, DriveTime pulls the features from the original manufacturer by using the vehicle’s identification number. DriveTime does not install any manufacturer produced components to our vehicles, such as Bluetooth, DVD players, etc…
Prior to purchasing a vehicle, our customers have the opportunity to inspect and test drive the vehicle they are interested in, including confirming it has all of the customer’s desired features. We provide this opportunity to all of our customers to ensure they are satisfied with the vehicle prior to purchase.
DriveTime offers a Vehicle Return Program, which gives our customer 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. We encourage all customers to research all aspects of the vehicle prior to sale to ensure they are comfortable with their purchase.
At the time of sale, our customer was provided a document titled Customer Delivery Checklist. On page one of the Customer Delivery Checklist under Important Reminder, it states:
Continued… (Full version provided to the Revdex.com)
Tell us why here...

April 15, 2015Lyndsey [redacted]Revdex.comPh. [redacted]Fax [redacted]Re: Complaint # [redacted]Dear Ms. [redacted],Thank you for bringing this matter to our attention. We appreciate the opportunity to address our...

customer’s concerns. On August 29, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2011 Jeep Patriot. Our customer purchased a 5 year/50,000 miles vehicle service contract, administrated by [redacted]. Attached you will find the Simple Interest Retail Installment and Vehicle Service Contract for your reference. At the time of purchase, our customer signed and reviewed the Vehicle Service Contract, which states, under subtitle Exclusion-What this Vehicle Service Contract Does not Cover: "All parts not specifically listed as Covered Parts are not covered under this contract…Normal maintenance items/repairs such as engine tune-ups and front end alignments are not covered." 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. 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…Please insure you are comfortable with the condition of the vehicle prior to purchasing." Additionally, on page one of the "Customer Delivery Checklist" under Maintenance Items, states: "…Maintenance items are subject to replacement only upon failure of the component. After sale, these routine maintenance items are the responsibility of the vehicle owner..." At the time of sale, our customer signed and dated the "Customer Delivery Checklist." Attached you will the Customer Delivery Checklist for your review. A timeline of Mr. and Mrs. [redacted]’s repair history is as follows: ? On February 20, 2015, our customer contacted [redacted] in regards to mechanical concerns. ? On March 2, 2015, a repair facility contacted [redacted] and recommended replacing the struts. The struts were denied because they are a non-covered component under the Vehicle Service Contract. On March 6, 2015, our customer contacted DriveTime regarding the non-covered repairs and requested we pick up the vehicle. We encourage our customer to submit paid receipt for repairs to review for possible payment deferments. Our customer declined our offer and requested the vehicle be picked up. We explained the negative impacts of voluntarily surrendering the vehicle. On March 9, 2015, we attempted to contact our customer regarding her intention with the vehicle. On March 17, 2015, the repair facility contacted DriveTime and requested we pick up the vehicle since our customer has abandoned the vehicle. On March 23, 2015, DriveTime exercised their contractual right to secure the vehicle and assigned the vehicle to be recovered at 81 days past due. Our customer has requested DriveTime to remove the repossession from her credit and refund her down payment. At this time, we are unable to accommodate this request. DriveTime recently contacted our customer and we are working towards an amicable resolution.  As a goodwill gesture, DriveTime has mailed 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,DriveTimeCustomer Relations 
April 15, 2015
Lyndsey [redacted]
Revdex.com
Ph. [redacted]
Fax ([redacted]
Re: Complaint # [redacted]
Dear Ms. [redacted],
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On August 29, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2011 Jeep Patriot. Our customer purchased a 5 year/50,000 miles vehicle service contract, administrated by [redacted]. Attached you will find the Simple Interest Retail Installment and Vehicle Service Contract for your reference.
At the time of purchase, our customer signed and reviewed the Vehicle Service Contract, which states, under subtitle Exclusion-What this Vehicle Service Contract Does not Cover:
"All parts not specifically listed as Covered Parts are not covered under this contract…Normal maintenance items/repairs such as engine tune-ups and front end alignments are not covered."
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.
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…Please insure you are comfortable with the condition of the vehicle prior to purchasing."
Additionally, on page one of the "Customer Delivery Checklist" under Maintenance Items, states:
"…Maintenance items are subject to replacement only upon failure of the component. After sale, these routine maintenance items are the responsibility of the vehicle owner..."
At the time of sale, our customer signed and dated the "Customer Delivery Checklist." Attached you will the Customer Delivery Checklist for your review.
A timeline of Mr. and Mrs. [redacted]’s repair history is as follows:
? On February 20, 2015, our customer contacted [redacted] in regards to mechanical concerns.
? On March 2, 2015, a repair facility contacted [redacted] and recommended replacing the struts. The struts were denied because they are a non-covered component under the Vehicle Service Contract.
On March 6, 2015, our customer contacted DriveTime regarding the non-covered repairs and requested we pick up the vehicle. We encourage our customer to submit paid receipt for repairs to review for possible payment deferments. Our customer declined our offer and requested the vehicle be picked up. We explained the negative impacts of voluntarily surrendering the vehicle.
On March 9, 2015, we attempted to contact our customer regarding her intention with the vehicle.
On March 17, 2015, the repair facility contacted DriveTime and requested we pick up the vehicle since our customer has abandoned the vehicle.
On March 23, 2015, DriveTime exercised their contractual right to secure the vehicle and assigned the vehicle to be recovered at 81 days past due.
Our customer has requested DriveTime to remove the repossession from her credit and refund her down payment. At this time, we are unable to accommodate this request. DriveTime recently contacted our customer and we are working towards an amicable resolution. 
As a goodwill gesture, DriveTime has mailed 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

April 28, 2014 [redacted] Revdex.com [redacted]

[redacted] Re: Complaint # [redacted] Dear Ms. [redacted] Thank you for bringing this matter to our attention. We appreciate the opportunity to address the customer’s concerns....

On March 3, 2014, our customer entered into a retail installment contract when he purchased a 2007 [redacted]. The retail installment contract is included for your reference. At the point of sale, our customer was given the opportunity to purchase a 3 year/36,000 mile limited powertrain warranty. Our customer chose not to purchase this optional product. On 4/21/2014, we contacted our customer and are currently working to reach an amicable resolution. DriveTime has referred our customer to an authorized repair facility to have the vehicle diagnosed and a claim filed for repairs. Once a claim has been filed, we will review it for possible assistance. As a goodwill gesture, DriveTime has credited $25.00 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, [redacted] DriveTime Customer Relations

I will accept this response once I see the credit of $25 that was supposed to be credited in October and also the current credit of $25.  Once those amounts are shown in my recent activity on my account then I will accept.  Thank you.  Here is a copy of my recent activity.  I was promised back in October that I would have $25 credited at that time and as you can see there are no credits.  Please stand by what you have promised.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I was told 30-60 days in Dec and this is now April. It is frustrating for me becasue I am doing what I need to do to better my credit and 0pay on time. That 25.00 gredit doesn't help me move into a home to be able to provide a roof for my child kand self my credit does. The Payment history letter that they have sent me was rejected by the place I am trying to move into and now that is 150.00 application fee edown the drain because they were neededing to see this on my report not a letter. I am very upset because just as they would like to be paid on time I expect my information to be reported on time. Not just when they get ready to.
Regards,[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 concernsOn February 12, 2011, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she...

purchased a 2006 Jeep Commander. Attached you will find the Simple Interest Retail Installment Contract for your reference.In October of 2014, DriveTime temporarily ceased credit reporting to all three major credit bureau agencies. The cease was due to required system enhancements as well as to comply with the Fair Credit Reporting Act. We have completed the necessary updates with all three major credit bureaus at this time, and they have begun uploading our customers’ account information for public viewing. We apologize for any confusion or inconvenience this may have caused.We understand the importance of building and maintaining a credit score. We also understand the importance of accurately reporting credit activity and that is why DriveTime has made the effort to complete these system enhancements.After a recent extensive review, we determined that there were serious questions about the ability to report bankruptcy accounts accurately. As a result, we were temporarily unable to report accounts with previously filed bankruptcies, in order to ensure no inaccurate reporting occurred. This change was also required to ensure DriveTime was in compliance with the Fair Credit Reporting Act.At this time, DriveTime has found a resolution to report accurately for accounts that have had a previously dismissed or discharged bankruptcy. We will be reinstating these trade lines with the three major credit bureaus and it should reflect on our customer’s credit reporting within 30-60 days.On July 22, 2015, our customer contacted DriveTime’s corporate offices to address her concerns with credit reporting. We advised our customer of the abovementioned credit reporting update and informed her that her reporting would be back dated to reflect the life of her loan. Our customer informed us that she did not want the vehicle anymore and wished to return it. We informed our customer that if she returned her vehicle it would be considered a voluntary repossession which would reflect negatively on her credit.On July 27, 2015, our customer voluntarily returned her vehicle to the DriveTime Dealership.At this time, we are unable to accommodate our customer’s request for DriveTime to forgive the remaining balance of her loan. Prior to the return of her vehicle, we explained to our customer that her credit was being reinstated with the credit bureaus. In addition, we informed our customer of the negative repercussions that returning her vehicle would have. If our customer would like to redeem her vehicle to avoid possible negative impact, we will extend her ability to do so until August 7, 2015.We have made several unsuccessful attempts to contact our customer to discuss her concerns. On July 28, 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 further address her concerns.We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has mailed $25.00 American Express gift card to our customer’s address.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,[redacted].DriveTime Customer Relations

Re: Complaint #

"Times New Roman",serif; font-size: 11.5pt;"> [redacted]
Ms. [redacted]
On May 25, 2014, our customer entered into a Closed End Motor Vehicle Lease with DriveTime when she leased a 2004 Ford Freestar. At time of lease, our customer agreed to make bi-weekly payments of $202.41 beginning on July 14, 2014. Closed End Motor Vehicle Lease is attached for your review.
In October of 2015, DriveTime discovered a glitch regarding payments made via AutoPay. The glitch caused only partial payments to draft and effected random accounts. To correct the glitch our customers were required to cancel their AutoPay then sign up again at a later date, if they so choose to.
On December 18, 2015, our customer contacted Drive Time Lease Customer Service to make a payment in the amount of $201.23. Our customer requested to be placed back into the AutoPay program, however, due to the past due balance the customer was advised to contact Drive Time back in 24 hours, once the payment had posted. DriveTime advised our customer that we would credit her account in the amount of $12.00 as a one-time exception because she was not able to make this payment via AutoPay.
On January 25, 2016, our customer contacted DriveTime in regard to the $12.00 credit. Our customer was advised that she did not qualify for the previous mentioned $12.00 credit, due to not having been enrolled in AutoPay and not having the payment drafted on the due date.
On January 29,2016, DriveTime contacted our customer in an attempt to reach an amicable resolution. We advised our customer that we would honor the $12.00 credit, discussed on December 18, 2015. In addition, DriveTime would internally investigate the call from January 25, 2016, to provide training opportunities for our employees.
As an additional good will gesture, DriveTime has applied a $25.00 credit to our customers account.
Sincerely,
Brodie H.
DriveTime Customer Relations

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

On May 17, 2014, our customer entered into a Closed End Motor Vehicle Lease contract with DriveTime, when he leased a 2005 Nissan Altima that came with a limited warranty....

Included you will find the Closed End Motor Vehicle Lease contract and the Drivers Seat Limited Warranty agreement for your reference. 

On June 25, 2014, we contacted our customer regarding his concerns with receiving an oil change and his experience at the dealership. The Drivers Seat Limited Warranty provides our customers with an oil change every 4,000 miles. 

At this time, DriveTime has reached an amicable resolution with our customer by agreeing to perform an oil change before the scheduled 4,000 miles as a one-time goodwill exception. 

 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

Re: Complaint # [redacted]Dear Ms. [redacted],Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concernsOn March 16, 2012, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she...

purchased a 2005 Hyundai Santa Fe. Attached you will find the Simple Interest Retail Installment Contract for your reference.At the time of sale, our customer reviewed and signed the included What You Need To Know About Financing a Vehicle with DriveTime document. On page 2, under subsection titled Payments, it states:"Your payments are due on the due date. There is no grace period…"On page 2 of our customer’s Simple Interest Retail Installment Contract, under section titled Payments, it states:"You jointly and severally agree to make all payments when they are due according to the payment schedule shown in the Federal Truth in Lending Disclosure Box on the first page of this contract."In addition, on page 4 under section titled Communications With You, it states:"You also agree that we may contact you at any address or telephone number you provide us…"On July 17, 2015, a third party dealership contacted DriveTime’s corporate offices to obtain a payoff quote for our customer’s vehicle. We provided a ten day payoff quote of $6,408.54, which was good until July 27, 2015.On July 18, 2015, a payment of $208.10 became due on our customer’s account. When our customers’ accounts fall past due, we make multiple daily attempts to make payment arrangements.On July 20, 2015, we made one attempt to call our customer’s personal phone number on file regarding her past due balance. An unauthorized third party answered the phone and informed us the vehicle had been traded in.On July 22, 2015, we made a second attempt to contact our customer’s personal phone number regarding her past due payment. An unauthorized party answered and informed us of the trade in and that the third party dealership would be paying the vehicle off. We made one additional attempt this day to contact our customer, but no further messages were left.On July 23, 2015, we made one attempt to contact our customer’s personal phone number regarding her past due balance. We left a message with an unauthorized third party to notify our customer to call us back.As of July 30, 2015, our customer’s account is twelve days past due with a past due balance of $208.10. A second payment of $208.10 will become due on August 1, 2015. At this time we are still awaiting receipt of the payoff check from the third party dealership. Our customer will remain responsible for payments on her account until the full payoff is received.We are unable to contact our customer to address her concerns per her request to cease and desist all outbound communication to her. As a result we will not be able to contact her if there are any further concerns with the payoff of her account. We encourage our customer to contact our Customer Relations Department at ###-###-####, for any further questions regarding this matter.We apologize for any confusion or inconvenience this matter may have caused. 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

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. On February 6, 2015, DriveTime made an exception to place a "hold" on the vehicle at auction. Our customer was informed the hold was only good for seven-day and to keep in contact with us if a payment could not be made during the hold.  On February 13, 2015, we were unsuccessful in our attempt to contact our customer regarding the reinstatement of the vehicle since the hold would expire at end of business. On February 17, 2015, the auction completed repairs recommended for the vehicle. Later that day, we spoke with our customer and made an additional exception to place another seven-day hold on the vehicle. On March 26, 2015, we attempted to contact our customer to come to an amicable resolution but were unsuccessful. At this time, we are offering to cover half ($253.41) of the repair cost at auction. Our customer will be responsible the other half of repair cost, storage fees, and any additional fees owed directly to the auction. We encourage our customer to contact us if she would like to accept our offer. Our customer has until March 31, 2015 to contact us and secure the vehicle from auction, or it would be considered abandoned and sold at auction.  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