DriveTime

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On October 3, 2013, our customer entered into a Closed End Motor Vehicle lease with DriveTime when he leased a 2005 Dodge Durango. The vehicle came with a...

limited warranty administered by Aeverex. The lease contract and limited warranty agreement are attached for your reference. We have been in contact with our customer and have reached an amicable resolution. We have agreed to cover the cost of repairs for our customer. As a goodwill gesture, DriveTime has sent a $25.00 [redacted] gift card to our customer’s address on file. DriveTime thanks the Revdex.com for their 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 re-address our customer’s concerns. At this time, we are unable to accommodate our customer’s request. As a courtesy, DriveTime has agreed not to report adversely on our customer’s credit report, waive the deficiency balance, and refund our customer $600. Item number one, under the default section of the retail installment contract (Page 3), states: "You will be in default if any one of the following occurs (except as may be prohibited by law.     1. You fail to make a payment due under this contract, including any down payment, in full when such payment is due…" Page four, under the default section of the retail installment contract, states: "…If we take back the Vehicle, we will sell it unless you exercise any right to cure or redeem the Vehicle that you may have under state law…" DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at 800-965-8043. Sincerely,

[redacted]. DriveTime Customer Relations

February 22, 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 October 25, 2013, our customer entered into a retail installment contract when she purchased a 2005 Toyota Camry. Our customer purchased a 3 year/36,000 mile service contract with her vehicle. Included you will find the retail installment contract and the service contract for your reference.

On February 18, 2014, we contacted our customer and are working towards an amicable resolution. We have agreed to pay an inspector, to determine if any repairs are needed.

As a goodwill gesture, DriveTime has applied a $25.00 principal only 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

April 7, 2014 [redacted] Revdex.com Ph. ###-###-#### Fax ###-###-#### Re: Complaint # [redacted] Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns....

On March 21, 2013, our customer entered into a retail installment contract when he purchased a 2006 Saturn Ion. Our customer purchased a 3 year/36,000 mile limited warranty administered by [redacted]. Included you will find the retail installment contract and the limited warranty agreement for your reference. At this time, our customer is experiencing steering issues with his vehicle, and there is an active manufacturer’s recall in regards to this issue. Page two, of "What you need to know about financing a vehicle with DriveTime" label "recalls" states: "Used vehicles may be subject to manufacturer recalls to repair, at no cost to you, mechanical or operational problems. Only new car dealers are allowed to do these repairs. You should confirm with a new car dealer that your vehicle does not require recall repairs." Included you will find the "What you need to know about financing a vehicle with DriveTime" agreement for your reference. On April 2, 2014, DriveTime contacted our customer in the aim of reaching an amicable resolution. During this conversation, we advised our customer he would need to contact the Original Equipment Manufacturer (OEM) to repair the issues with his vehicle. At this time, we are unable to accommodate our customer’s request; all recall items need to be addressed by the OEM. As a goodwill gesture, DriveTime has applied a $25.00 principal only 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]. DriveTime Customer Relations

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

On February 19, 2014, we spoke with our customer and came to an amicable resolution. Our customer agreed to take her vehicle to an original manufacturer to perform the PCM (Powertrain Control Module) reprogramming. We agreed to pay for one hour of diagnosis and reprogramming of the PCM.

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

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

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

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

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

On February 25, 2011, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2007 Nissan Versa.  Included you will...

find a copy of the Simple Interest Retail Installment Contract for your reference.

On August 19, 2014 our customer got into a car accident with the vehicle. Her insurance company deemed it a total loss accident, thus they are paying off the balance of the loan.

At this time, DriveTime has reached out to our customer and come to an amicable resolution. Her complaint that we could not get her vehicle registered no longer applies. Furthermore, we have extended an offer to get her into another vehicle with DriveTime for little or no money down.

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 ###-###-####.

Sincerely, [redacted]

Customer Solutions Analyst

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

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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On September 1, 2012, our customer entered into a Simple Interest Retail Installment contract with DriveTime when she purchased a 2006 Chrysler PT Cruiser. The vehicle...

came with a 3 year/36,000 miles limited warranty. Attached you will find the Simple Interest Retail Installment Contract and Limited Warranty Agreement for your reference.All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. Parts that fail at inspection are replaced. However, if a part is functioning at the time of inspection, the part will not be replaced. 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: "…These maintenance items are subject to replacement only upon failure of the component..." Attached you will the Customer Delivery Checklist for your review. At the time of sale, DriveTime informed our customer about the 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. Attached is the Retail Purchase Agreement for your review. Our customer was also provided an Experian AutoCheck Vehicle History Report. The Experian AutoCheck Vehicle History Report may indicate a prior accident record, branded titles, odometer rollbacks, and vehicle use information. If any of the items were reported, these items would be noted in the Vehicle Information section on the Experian AuthoCheck History report. Our customer signed and acknowledged no accidents were reported to Experian AutoCheck prior to purchase. At the time of sale, our customer signed and reviewed "DriveTime’s DriveCare Limited Warranty," which explains limited warranty coverages, customer responsibilities, and roadside assistance. Please refer to page two, section titled, "Warranty Co-Payment" states: "You will pay a warranty co-payment as follows: Year 1 (day 0-30) $0 per warranty repair visit Year 1 (day 31-365) $50 per warranty repair visit Year 2 (day 366 -730) $150 per warranty repair visit Year 3 (day 731-1095) $250 per warranty repair visit" A timeline of our customer’s repairs history is as follows: - On September 5, 2012, a repair facility contacted the limited warranty and recommended thermostat and thermostat gasket replacement. The repairs were covered by the limited warranty. There was no co-pay within the first 30 days. - On November 12, 2012, a repair facility contacted the limited warranty and recommended thermostat, thermostat gasket, and radiator replacement. The repairs were covered by the limited warranty. Our customer was responsible for a $50 warranty co-pay. - On December 20, 2012, a repair facility contacted the limited warranty and recommended thermostat replacement. The repairs were covered by the part’s warranty. Our customer was responsible for a $50 warranty co-pay. - On January 21, 2013, a repair facility contacted the limited warranty and recommended radiator cap, right cv axle, and rebuild transmission. The limited warranty covered the right cv axle and rebuild transmission. The radiator cap is a non-covered component. Our    customer was responsible for a $50 warranty co-pay. - On February 4, 2013, a repair facility contacted the limited warranty and recommended engine replacement. The repairs were covered by the limited warranty. An exception was made to assist our customer with a direct bill rental for approximately five days. Our customer was responsible for a $50 warranty co-pay. - On March 5, 2013, a repair facility contacted the limited warranty and recommended hose clamps to the heater hose. The repair is a non-covered component. An expectation was made to cover the $50 diagnostic fee.- On March 24, 2014, a repair facility contacted the limited warranty and recommended cooling fan replacement. The repair was covered by the part’s warranty. Our customer was responsible for a $150 warranty co-pay.On December 24, 2014, our customer contacted us requesting reimbursement for a radiator replacement for $390. We requested our customer submit a paid receipt for possible reimbursement under the limited warranty agreement. Our customer stated she has current repair concerns. We encouraged our customer to get the vehicle diagnosed to review for possible assistance. On December 26, 2014, we offered to reimburse our customer’s account $240.55 for radiator repair. Our customer would have been responsible for a $150 warranty co-pay. Our customer informed us she no longer wanted the vehicle and requested we pick up the vehicle. We informed our customer that her credit reporting would reflect a charge off and would be responsible for the remaining balance. We again offered the repair reimbursement and to review her current repair concerns for assistance. On December 31, 2014, the vehicle was recovered per our customer request. At this time, we are unable to accommodate our customer’s request to reimburse for warranty co-pays, a full refund for the radiator, and report to the credit bureaus as a paid loan with a $0 balance. If our customer would like to redeem the vehicle and reinstate the loan we in encourage her to contact us at ###-###-####. We can reimburse our customer’s account $240.55 and review current repair concerns for possible assistance. This offer expires on January 26, 2015. As a goodwill gesture, DriveTime has mailed a $50.00 American Express gift card as refund for the part warranty claim on December 20, 2012. 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

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

May 1, 2015 [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On February 27, 2015, our customer entered into...

a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a [redacted]. The timeline of our customer’s insurance concern is as follows: ? On March 3, 2015, DriveTime mailed a letter to our customers requesting the insurance policy information. Attached is the letter for your reference. ? On March 10, 2015, DriveTime mailed a letter to our customers informing them of DriveTime’s insurance requirements and requested a copy of the current insurance policy. Premium notices and insurance cards are not acceptable documentation. Attached is the letter for your reference. ? On March 26, 2015, DriveTime emailed our customers requesting proof of insurance coverage. The email specified DriveTime’s request for the Declaration Page or the Insurance Binder as proper documentation. Attached is the email for your reference. Later that day, we contacted our customer and informed her of DriveTime’s policy to repossess the vehicle due to lack of proper insurance documentation. We advised our customer to have her insurance company fax the insurance Declaration Page to the DriveTime Lease Department. ? On April 1, 2015, we contacted our customer and informed her that the insurance company she had provided was not acceptable, because the company does not insure leased vehicles. We informed her that we required new proof of insurance by April 7, 2015. ? On April 7, 2015, we spoke with the co-lessee regarding the missing insurance policy information. He informed us that he had to purchase new insurance. ? On April 13, 2015, we contacted the insurance agent to retrieve the policy information. The insurance agent informed us that there were unable to verify any active insurance coverage for our customer. ? On April 20, 2015, the vehicle was recovered due to absence of insurance coverage. ? On April 21, 2015, we spoke with our customer about the repossession and explained the process for redeeming the vehicle. At this time, we are unable to accommodate our customer’s request. We have been in contact with our customer and we are working towards an amicable resolution. On April 30, 2015, we attempted to contact our customer to offer the following resolution: DriveTime agrees to: ? Exchange our customer into a comparable lease vehicle with zero due at signing. In exchange, customer agrees to: ? Remit payment to DriveTime, covering the redemption fees for the [redacted], equaling $759.38. We encourage our customer to contact DriveTime’s Customer Relations Department at [redacted] to take advantage of this offer. This offer is good until May 15, 2015. As a goodwill gesture, DriveTime has mailed a $25.00 American Express gift card to our customer. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted]. Sincerely, N[redacted] DriveTime Customer Relations

May 28, 2015 [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 June 15, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2006 Volkswagen Jetta. The vehicle came with a 5 year/50,000 mile DriveCare Limited Warranty, administered by [redacted]. Attached you will find the Simple Interest Retail Installment Contract and DriveCare Limited Warranty Agreement for your reference. On March 5, 2015, our customer contacted [redacted] with concerns about the alternator in the vehicle. [redacted] referred our customer to an in-network repair facility for diagnosis. On March 6, 2015, an in-network repair facility called a claim into [redacted] stating that no issues had been found with the vehicle. On March 7, 2015, our customer contacted [redacted] with a no-start issue. [redacted] advised our customer to take her vehicle back to the in-network repair facility to have the issue readdressed; they also advised they would reimburse up to $75.00 for a tow under the terms of the DriveCare Limited Warranty, provided the repairs were approved. However, our customer had concerns that the in-network repair facility was closed for the day, so [redacted] made a one-time exception to authorize our customer to take the vehicle to an out-of-network repair facility. On March 9, 2015, the in-network repair facility called a claim into [redacted] for the alternator/generator and the battery. The alternator/generator was approved under the terms of the DriveCare Limited Warranty; however, as batteries are not covered under the DriveCare Limited Warranty, the latter repair was denied. On March 11, 2015, our customer contacted [redacted] with concerns that the check engine light had come back on. Our customer advised that the in-network repair facility was not demonstrating a great deal of concern about her vehicle. Our customer stated that she planned to take legal action if anything happened to her vehicle before the in-network repair facility was able to fix it. On March 16, 2015, the in-network repair facility called a claim into [redacted] for the catalytic converter. Since catalytic converters are not covered under the terms of the DriveCare Limited Warranty, [redacted] did not approve this repair. On May 7, 2015, our customer contacted [redacted] with concerns that the alternator had drained the battery in the vehicle. [redacted] encouraged our customer to take the vehicle back to the in-network repair facility, as their previous work on the alternator should be warrantied. On May 12, 2015, the in-network repair facility notified [redacted] that they were recommending the vehicle be sent to the original equipment manufacturer (OEM) for further diagnosis. On May 13, 2015, our customer contacted [redacted] to find out what the next step would be. [redacted] advised our customer to take the vehicle to the OEM for further diagnosis, per the in-network repair facility’s recommendation. On May 15, 2015, the OEM called a claim into [redacted] for an electrical diagnostic needed for damage caused by previous repairs. Since the DriveCare Limited Warranty does not cover errors of workmanship, [redacted] did not approve this diagnostic fee. [redacted] encouraged our customer to speak to the repair facility that had done the previous repairs, as they should stand behind their work. On May 20, 2015, the OEM called an additional claim into [redacted] for the stabilizer link and the vacuum booster pump. As these repairs are not covered under the terms of the DriveCare Limited Warranty, [redacted] did not approve them. On May 26, 2015, we contacted our customer and addressed her concerns. We advised our customer to send in the receipts for her out-of-pocket repair expenses, and we would defer two payments to the end of the loan. We also encouraged our customer to take the vehicle to an in-network repair facility so we can review options to assist with the remaining non-covered repairs. At this time, we are unable to accommodate our customer’s request to be refunded $1015.00 for her out-of-pocket repair expenses. 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 [redacted]. Sincerely, [redacted]DriveTime Customer Relations

justify;">June 15, 2015
 
[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 December 29, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2012 Dodge Avenger. Attached you will find the Simple Interest Retail Installment Contract for your reference.
 
On May 15, 2015, the day before a payment came due, our customer contacted DriveTime and advised she had made a payment of $120.00 and would make the remaining $106.79 of her $226.79 bi-weekly payment with a different card. Our customer also advised that she would like to cancel her automatic payment withdrawal. We informed her that we would cancel the automatic payment withdrawal; however, because it could take up to 48 hours to successfully cancel, there was a chance her payment would still auto-draft the following day. We advised our customer that if the payment was returned due to non-sufficient funds, she would be charged a $15.00 fee.
 
On May 18, 2015, our customer contacted DriveTime with concerns that her payment had been auto-drafted despite her previous efforts to cancel her automatic payment withdrawal. We advised our customer that per our previous discussion, we could not guarantee the cancellation of the automatic payment withdrawal if it is cancelled less than 48 hours before a payment is due. We advised our customer to send in bank statements so we could review them for a possible refund.
 
On May 20, 2015, our customer contacted DriveTime to see if we had received her bank statements. We advised the bank statements would be forwarded to a supervisor for review, but we could not guarantee a refund.
 
On May 21, 2015, DriveTime attempted to contact our customer, but we were unable to reach her. When our customer returned the call she had missed, we advised the screen-shot from her cell phone of the bank statement was not sufficient. The screen-shot showed that the auto-drafted full payment of $226.79 had posted to the account, but that the payment of $120.00 was still pending. The payment of $106.79 that our customer stated she had made was not reflecting at all.
 
On May 23, 2015, our customer contacted DriveTime and advised that we had sent her a check for $106.79 to compensate her for a previous unauthorized draft; she advised that DriveTime had removed these funds from her bank account as soon as she had deposited the check. We encouraged our customer to send in a running bank statement showing these finalized withdrawals so we could review for possible assistance.
 
On May 26, 2015, DriveTime contacted our customer to address her concerns further. Our customer once again advised that we had sent her a check for $106.79 that we removed from her account after she deposited it. We advised that we did not have any record on file to indicate we had ever sent our customer a check.
 
On June 2, 2015, our customer contacted DriveTime to see if her payments had posted and her account had been brought current. We advised our customer that she still owed $106.79 toward her payment that came due on May 30, 2015. Our customer stated she should not have a past due balance, as we had sent her a check for $106.79 that should have been applied to the account. We reiterated to our customer that we had no record of a check being issued to her by DriveTime and encouraged her to send in her bank statements for review.
 
On June 3, 2015, our customer contacted DriveTime about the bank statements she had sent in. We advised that because no check deposit for $106.79 was reflecting on her statements, this would not be grounds for crediting her account. We encouraged our customer to send in bank statements that showed the $106.79 check deposit in reference.
 
On June 4, 2015, DriveTime received our customer’s intended bank statement; however, the document was not valid, as it did not reflect an opening and closing balance and was not on bank letterhead.
 
On June 12, 2015, we contacted our customer and addressed her concerns. We are currently working toward an amicable resolution. We have encouraged our customer to send in formal running bank statements and copy of the check she states she received from DriveTime so we can review options for possible assistance.
 
We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, DriveTime has applied a $25.00 toward our customer’s principal balance.
 
DriveTime thanks the Revdex.com for their continued support. If you have any questions, please contact us at [redacted].
 
Sincerely,
[redacted].
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 be. I'm not interested in continuing to pay out of pocket expenses for repairs to the vehicle. It is costing too much to pay for repairs and paying a car note. A deferred payment is no longer acceptable to resolve the issue. I would much rather be able to return the car to Drive Time and not be responsible for any balances, due to the fact that the car is unreliable.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 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

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