DriveTime

l reject deliveries response,they caused us to go in to default with our bank.they still ran our account on December 13,2015 trying to cause us to go into further default.After we made arrangements with them to our frequencies of payments due to our pay day change from two weeks to semi monthly which is on the 7 and 23rd of every month.we talked to Javon and Annie that were supposed to make changes to our account but they didn't,instead they said they agreed to frequencies of payments then reported us behind and not paying to the credit bureaus.causing further grief to our family.Reports of repairs that needed to be done on the truck one week after we got it was never turned in by dealership on i_45 north and they have no report of it ,yet we were sent to a repair shop on veterans memorial drive and they said we had to pay a hundred dollars.l refused saying it was still under warranty.They admit in their reply that they ran our account on December 13,2015.They were not authorized to run our account taken off automatic draft after the first payment causing us to go into default.That is wrong and against the law,they were no longer authorized to do so.They continue to violate all other payment agreements.They have contacted us by e mail,and phone.They are wrong breaking every agreement and ignoring their warranty responsibilities.please help .

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 am rejecting the response because it does not solve my concerns. The only reason I chose to purchase a vehicle with drive time was because they promised me they could help improve my credit by reporting every good payment I make while other company's only report when you miss a payment. For these service I paid a great deal more for the vehicle than I would have at another company. As they mentioned for 2 years prior to October 2014 I not only never missed a payment but I paid off a vehicle and it is not fair to me that this will not reflected on my credit report. Drive time removed my credit history without even informing me that it was happening and once they did my credit score dropped significantly which is again not fair to me as I have been making good car payments for over 3 years. I am now paying a 20% interest rate because of their mistake! Since drive time has not been able to keep on with the services paid them for I believe they should have to compensate me. They have also caused my credit score to drop which I feel I should be compensated for as well. I also feel that drive time should be forced to send out a letter to all of their customer notifying them of their mistakes so that people do not end up in a very embarrassing situation that I found myself in when I went to purchase a new vehicle.  

Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity toaddress our customer’s concerns.When our customer’s accounts become past due, DriveTime makes regular attempts to contact our customers to cure the delinquency balance on the account. Our customers are...

able to set payment arrangements on the account with a loan advisor. If these arrangements are made and kept, attempts for contact will cease.On May 29, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2007 Chevrolet Uplander. Our customer also opted to purchase a 5 year/50,000 mile DriveCare Plus Protection Package, administered by Aeverex. At time of sale, our customer agreed to make 156 bi-weekly payments of $177.85 and one final payment of $176.51 beginning on June 15, 2013. Attached you will find the Simple Interest Retail Installment Contract and DriveCare Plus Protection Package for your reference.On September 18, 2015, an out-of-network repair facility updated a claim with Aeverex stating the timing cover gasket, coolant, cross over gasket, body control module, level sensor and reprogramming of the PCM.On October 2, 2015, DriveTime made an exception to the DriveCare Plus Protection Package by covering the repairs of the timing cover gasket, coolant housing gasket, cross over gasket and coolant for a total of $3,122.50. At that time, we required our customer to bring her account current as it currently reflected as past due by $361.70. That same day, our customer made a payment of $361.70 to bring the account to a current standing.The next day, a regular scheduled bi-weekly payment of $177.85 became due on the account. Since that time, when the account has fallen delinquent, DriveTime made normal attempts to contact our customer in regard to curing the delinquency balance. On January 15, 2016, we have placed a cease and desist on our customer’s account so no outbound calls can be made to our customer as requested. If our customer would like to discuss the account at all, she would be required to contact DriveTime.Since that time, our customer’s account has remained delinquent. DriveTime had not received any communication from our customer in regard to the delinquency balance. In addition, DriveTime was unable to contact our customer in regard to her account status because the cease and desist remained active on the account per the customer’s request.On March 2, 2016, at 39 days past due, DriveTime placed the vehicle out for recovery. In the Simple Interest Retail Installment Contract under the section labeled “default” it states:“You will be in default if you do not make any payment in full when such payment is due…If your only default is that you did not pay a payment on time, we may accelerate this contract only if your default continues for at least 30 days…Additionally, we may take back (repossess) the Vehicle.”The next day, the vehicle was recovered. Our customer contacted DriveTime to inquire about redeeming the vehicle. DriveTime advised our customer that she would be responsible to pay the past due balance and recovery fees in order to redeem the vehicle.On March 4, 2016, our customer paid all fees associated with redeeming the vehicle. At that time, our customer was able to continue her Simple Interest Retail Installment Contract with DriveTime.On March 7, 2016, our customer contacted DriveTime stating that she was experiencing transmission concerns with the vehicle believed to be caused from the recovery of the vehicle. We advised our customer that a vendor complaint would be submitted and researched in regard to her claim.At this time, DriveTime is conducting an investigation with our third party recovery vendor to find resolution for our customer.DriveTime is unable to contact our customer to reach an amicable resolution due to the cease and desist on the account. We are unable to refund our customer the cost of the recovery fees as the recovery of the vehicle was valid. We are glad to see our customer was able to redeem the vehicle and reinstate her simple Interest Retail Installment Contract. We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s 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, Justin M.DriveTime Customer Relations

March 26, 2014

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. We apologize for any inconvenience or confusion.

On October 18, 2013, our customer repaired the corroded muffler. On October 28, 2013, our customer had the wheel bearing and lower control arm repaired. The repairs were not covered under the limited warranty.

We have attempted to contact our customer; however, we have been unsuccessful.

On March 05, 2014, we sent our customer a certified letter ([redacted]) asking her to contact us for assistance. I have attached the letter for your review.

On March 19, 2014, our customer contacted us and inquired about her options. We offered our customer a credit to her account for $263.70 and a four-payment deferment.

We encourage our customer to contact us at (480) 813-5230, so we may finalize the process to bring her account current.

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] K.

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

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

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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.It still doesn't do me or my credit status as much good as it would if my Drive Time account and payment history were a part of my record with the bureaus, but I understand that Drive Time hands are apparently tied. So, with that in mind I accept their response.

Regards,

Darnell O[redacted]

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 address our customer’s concerns.

On February 20, 2012, our customer entered into a retail installment contract when he purchased 2003 Pontiac Grand. Included...

you will find the retail installment contract for your reference.

At the time of sale, our customer agreed to make 48 monthly payments of $352.51 and 1 final payment of $352.33, beginning March 3, 2012. 

Our customer’s payments were made through his military allotment from April 30, 2012 to May 30, 2013.  Since then we have received two monthly payments, one on August 15, 2013 and another on September 29, 2013.

On January 16, 2014, the vehicle was recovered, as our customer was in default at 105 days past due.  Please refer to page three of the retail installment agreement, section label “default” states:

“…You will be in default if you do not make any payment in full when such payment is due. Additionally, we may take back (repossess) the vehicle…”

DriveTime does not provide information to an unauthorized third party.  As a courtesy to our customer and his service to our country, we have deleted the trade line from all three major credit bureau agencies and have waived the remaining deficiency balance.

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

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.

This is ridiculous. Drivetime has commercials about working with customers and I also spoke with a Rep. in [redacted], Orlando location about this. They are not standing by employees words. They did the bait and switch on me. What company does bi-weekly payments? I was told this wasn't a problem. They said because I got paid bi-weekly, and IF THAT CHANGED WE COULD CHANGE IT. NEVER ONCE WAS I GIVEN THIS 6 MONTHS THING. Why 6 months? What is the difference? I never got a call from this person. My employment changed and I don't get paid Bi-weekly now. Why is this company trying to screw me. If they do not give a better response I will just file a claim in court. Won't cost me a dime, but them thousands in lawyer fees. I will deposition both employees of Drivetime that told me this.

Regards,

Dear Ms. [redacted],

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

On May 2, 2012, our customer entered into a retail installment contract when she purchased a 2002 Chrysler PT Cruiser. The vehicle came with...

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

We have been in contact with our customer and have reached an amicable resolution. As a one-time exception, DriveTime will be paying for the rack and pinion part(s); our customer is responsible for the labor and alignment.

As a goodwill gesture, DriveTime has credited $25 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

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

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

On October 29, 2013, we received a letter of correspondence from our customers disputing how DriveTime was reporting their credit and requesting to settle the remaining balance on the account.

When our customers request a validation of debt, we request the following information: customer’s name, mailing address, account number or social security number and their signature. This process is in place to ensure the identity of the person contacting us.

On November 05, 2013, we sent our customers a letter to the address listed in their letter, requesting they contact us via phone or correspondence to verify their information, as the address in the letter was different from what we had in our records.

On November 20, 2013, we received a letter requesting a validation of debt. The letter had the same information as the previous letter. We again, sent a letter requesting our customers contact us so that we could accommodate their request for debt validation.

On December 23, 2013, we received a third letter from our customers requesting a validation of debt. The letter again, had the same information as the previous two. We responded with another letter asking our customers to contact us.

As a goodwill gesture, DriveTime will accommodate our customers’ request by deleting their trade line from all three credit bureaus and waiving the deficiency

balance. We encourage our customer to contact us at the number listed below in order to finalize the process.

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

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

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

On April 18, 2014, our customer entered into a simple interest retail installment contract when she purchased a 2008 DODGE RAM 1500 2WD V8. The vehicle came with a 30...

day/1,500 mile limited warranty, administered by Aeverex. Our customer also purchased a DriveCare Protection Plan, administered by Aeverex. The simple interest retail installment contract, limited warranty, and DriveCare Protection Plan are attached for your reference.

On April 21, 2014, our customer contacted DriveTime customer service regarding her oil change indicator light coming on. We advised our customer to contact the dealership as she was still within the five (5) day Vehicle Return Program.

On April 28 and May 2, 2014, our customer called in with questions on her warranty and was transferred to Aeverex, the warranty administrator.

On May 3, 2014, our customer contacted DriveTime customer service regarding the previously communicated potential oil leak. Our customer advised she is very busy and does not have time to get vehicle into repair facility to diagnose problem. Our customer advised she was going to bring vehicle back to DriveTime dealership, have dealership take care of stated oil leak, and return vehicle to her. Our customer was advised if she gives keys to dealership it would be considered a voluntary surrender and would void the contract.

On May 5, 2014, we reached out to our customer in response to her Revdex.com complaint. Our customer stated she is not to be in contact with DriveTime, as she is filing a civil suit. We placed a full cease and desist on our customer’s account at her request.

As of the date of this letter, our notes from Aeverex do not indicate any contact from our customer and no claims have been filed. The 30 day/1,500 mile limited warranty, which is included with the purchase of the vehicle, comes with a $0 deductible for in-network repair facilities.

Our customer indicated the door panel of her vehicle states it is a 2007 model. All information provided from the vehicle identification number (VIN) shows this vehicle to be a 2008 model year. Included is a copy of the Experian AutoCheck Vehicle History report.

At this time, we are unable to accommodate our customer’s request to refund her down payment or replace the vehicle. We encourage our customer to follow the warranty procedures to determine the source of her mechanical issues.

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 [redacted].

Sincerely,

DriveTime

Customer Relations

Re: Complaint # [redacted] Dear [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns On June 29, 2015, our customer entered into a Simple Interest Retail Installment Contract with...

DriveTime when she purchased a 2006 [redacted] Liberty. The vehicle came with a 30 day/1,500 mile DriveCare Limited Warranty, administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and DriveCare Limited Warranty Agreement for your reference. At the time of sale, our customer opted not to purchase the optional 5 year/50,000 mile Vehicle Service Contract that DriveTime offers to all their finance customers. Our customer signed an Optional Products Disclosure that showed she would not be purchasing this product. The Optional Products Disclosure has been included for your reference.All DriveTime vehicles are thoroughly inspected at our DriveTime inspection centers prior to sale. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no need to replace it.On the Customer Delivery Checklist under “Important Reminder,” it is stated: “Our focus of the multi-point inspection is primarily the safety and reliability of your vehicle. …Please ensure you are comfortable with the condition of the vehicle prior to purchasing.” Additionally, on the Customer Delivery Checklist under “Maintenance Items,” it is stated: “These maintenance items are subject to replacement only upon failure of the component.” Attached you will find the Customer Delivery Checklist for your reference.On July 3, 2015, 4 days into the loan, our customer contacted [redacted] with concerns about a noise when backing the vehicle up. [redacted] referred our customer to an in-network repair facility to have the vehicle diagnosed. At the time of sale, our customer signed a document titled “What you need to know about financing a vehicle with DriveTime” that states under “Vehicle Return Program”: “If all required conditions are met, DriveTime will give you the ability to return the vehicle to DriveTime and terminate your contract within five calendar days of purchase (excluding the date of purchase, Sundays and days we are closed for holidays).” Attached you will find the above-mentioned document for your reference. On July 6, 2015, an in-network repair facility filed a claim with [redacted] for the accessory drive belt tensioner, lower ball joints, upper control arms, brake pads, rotors, and brake diagnosis. [redacted] approved all repairs and diagnostic fees in full under the terms of the DriveCare Limited Warranty. On July 10, 2015, DriveTime’s Customer Relations department contacted our customer in response to concerns she had voiced about non-covered repairs that were needed on the vehicle. We advised we would review an estimate for possible assistance, then contacted [redacted] and advised them to accept an upcoming claim for a broken grill and door. Later that day, our customer contacted [redacted] about the above-mentioned grill and door. [redacted] referred our customer to an in-network repair facility to have the vehicle diagnosed; however, no claim was ever filed with [redacted] in regard to this matter. On July 13, 2015, our customer contacted [redacted] with concerns about a tire issue, rust under the vehicle, and the steering wheel vibrating. [redacted] referred our customer to another in-network repair facility to have the vehicle diagnosed. That day, an in-network repair facility called a claim into [redacted] for the left-rear caliper. [redacted] approved all repairs and diagnostic fees in full under the terms of the DriveCare Limited Warranty. On July 20, 2015, our customer contacted [redacted] about a no-start issue with the vehicle. [redacted] encouraged our customer to have the vehicle towed to an in-network repair facility for further diagnosis; they also advised our customer that they would reimburse her up to $75.00 for towing once paid receipts had been provided. On July 21, 2015, we contacted our customer and addressed her concerns. Our customer advised that the vehicle had already been taken back to a repair facility, but they had not provided an estimated time of completion for the repairs. We contacted [redacted] to find out the status of the vehicle and advised our customer we would follow up with more information. On July 22, 2015, an in-network repair facility filed a claim with [redacted] for the steering column and steering diagnosis. [redacted] approved all repairs and diagnostic fees in full under the terms of the DriveCare Limited Warranty. On July 23, 2015, we contacted our customer and came to an amicable resolution. We confirmed that our customer’s vehicle was operating well and assisted her with setting payment arrangements on her account for her upcoming payment. We encouraged our customer to contact us with any further questions or concerns at 800-965-8043. As a goodwill gesture, DriveTime has applied a $25.00 credit toward our customer’s principal balance. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at 800-965-8043. Sincerely, [redacted]DriveTime Customer Relations

Nothing has been done. went to Drive Time on February 2 2016, Damon B[redacted] stated the director from Arizona was in the back, took my paperwork and replied he was gone to lunch. I would like my deposit back. Having brake issues as well that were supposed to be fixed from Benchmark on January 5, 2016 two days after purchasing the vehicle.

February 4, 2016
 
Jasmine Hill
Revdex.com
Ph. (602) 212-2232
Fax (602) 263-0997 
 
Re: Complaint # 11105409
 
Ms. Hill,
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns.
 
Without any new information, DriveTime is unable to further assist our customer. We encourage our customer to contact our customer relations department at 800-965-8043 if she has any additional concerns.
 
We apologize for any confusion or inconvenience may have caused. Should you have any questions or concerns, please contact us by calling us at 800-965-8043.
 
Sincerely,
 
DriveTime Customer Relations Department
Tell us why here...

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.1. The paintwork was poorly repainted BY or ON behalf of DriveTime.2. DriveTime employee '[redacted]' confirmed that DriveTime HAD required the hood to be repainted prior to sale and as such they WOULD accept liability. He stated this information was detailed in their pre-inspection report.3. The poor quality of the paintwork would not be detected by a non professional and as such came to light when arranging for the KNOWN issues to be resolved. 4. We do not wish to exchange the vehicle.5. Under [redacted] DriveTime's actions constitute deceptive practises which include representing that goods or services have characteristics or benefits that they do not ([redacted] section [redacted](a)(5)); and/or representing that goods or services are of a particular standard, quality or grade when they are not ([redacted] section [redacted](a)(7)), as in known damage was not declared to inflate the price.5. The mechanical warranty, GPS and Gap coverage is irrelevant to this matter. However it is of note that the mechanical warranty purchased has been cancelled due to the appealingly poor service received from the warranty company. 6. DriveTime repeatedly refuse to make any correspondence other than by telephone. As such DriveTime were informed in writing that all call related to this case would be recorded and used in any legal proceedings.7. We are simply requesting that the vehicle is repaired to the standard that we were told it was - I.E. undamaged by incident or accident.Legal proceedings will seek to recover the full amount of losses and expenses incurred by us and our expert witnesses.8. The goodwill payment of $25.00 is rejected by us  and NOT in any way accepted as ANY form of compensation by us and indeed shows an admission of guilt in this matter by DriveTime.Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. At the time of sale, our customer signed and dated the attached Customer Delivery Checklist. 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. While the interior, exterior, and paint condition of this vehicle meet DriveTime standards, any pre-owed vehicle may have minor cosmetic issues. We do not make cosmetic repairs. We also do not repair after sale damage such as body, tire, glass, or road hazard damage. Please insure you are comfortable with the condition of the vehicle prior to purchasing." On March 26, 2015, we spoke to our customer regarding the cosmetic issues on the vehicle. We requested our customer provided us with pictures and estimate to review to possible assistance. On April 3, 2015, we received the attached estimate from our customer to fix cosmetic issues on the vehicle for a total of $1,873.18. On April 6, 2015, we spoke to our customer and informed him that DriveTime would not be covering the cosmetic work to repaint the hood of the vehicle. We offered our customer the option to exchange vehicles. Our customer declined our offer and advised he would be obtaining an attorney. At this time, we have the following resolution for our customer: 1) The option to exchange vehicles. We encourage our customer to contact us, if he chooses to take advantage of this offer. This offer is good until April 30, 2015. 2) A Full Settlement and Release of Claims (required to sign): DriveTime agrees to: - Waive deficiency balance of $19,886.74 - Delete trade line from all three (3) major Credit Bureau reporting agencies - Payment/reimbursement to our customer in the amount of $800.00 In exchange, Customers agrees to: - Release possession of vehicle to DriveTime We encourage our customer to contact us at ###-###-####, if he chooses to take advantage of one these offers. These offers are good until April 30, 2015. 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 Relation