DriveTime

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On January 18, 2006, our customers entered into a simple interest retail installment contract when they purchased a 2000 Chrysler Sebring. Attached you will find the Simple...

Interest Retail Installment Contract for your reference.According to our records, we are accurately reporting to the three major credit bureaus as a "Charge Off – Involuntary Repossession".On October 13, 2014, DriveTime contacted our customer’s to address their concerns. We informed them as a one-time courtesy, DriveTime would delete trade-line reporting to the three major credit agencies. Our customer agrees this course of action adequately addresses the issues, and we have come to an amicable resolution. We emailed the necessary documents, which detail the steps DriveTime has taken in regards to the credit reporting.In addition, DriveTime has mailed a $25 [redacted] gift card to our customers.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,DriveTimeCustomer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. On December 18, 2014, we have made contact with our customer and are working towards an amicable resolution. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted]- [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 January 11, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2009 Ford Focus. Attached you will find the...

Simple Interest Retail Installment Contract for your reference.  DriveTime temporarily ceased credit reporting to all three major credit bureau agencies. The cease is due to required system enhancements and to comply with the Fair Credit Reporting Act. We apologize for any inconvenience to our customer. 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. We have begun to roll our updated credit reporting systems at this time. Reporting may not be immediately visible but completed updates should reflect on our customer’s credit report within 30-60 days. 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, DriveTime Customer Relations

May 14, 2015 [redacted]  [redacted] Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On September 14, 2012, our...

customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased [redacted] ** [redacted]. Attached you will find the Simple Interest Retail Installment Contract for your reference. In October 2014, DriveTime temporarily ceased credit reporting to all three major credit bureau agencies. This cease was due to required system enhancements, as well as to comply with the Fair Credit Reporting Act. At this time, we have completed the necessary updates with Experian and Equifax, and they have uploaded our customers’ account information for public viewing. We anticipate the enhancements with Transunion will be completed no later than the end of May.       We understand the importance of building and maintaining a credit score. We also understand the importance of accurately reporting credit activity, and that is why DriveTime has made the effort to complete these system enhancements.On May 11, 2015, we contacted our customer and came to an amicable resolution. DriveTime has offered to backdate our customer’s trade line to reflect the life of his loan. Reporting may not be immediately visible, but completed updates should reflect on our customer’s credit report within 30-60 days.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]DriveTimeCustomer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns.On May 20, 2015, an Original Equipment Manufacturer (OEM) filed a repair claim with Aeverex. The OEM noted a repair needed for the throttle body. DriveTime made a one-time exception to cover the cost of the throttle body repair.On May 23, 2015, our customer contacted DriveTime’s Customer Relations Department to inquire about returning the vehicle. We informed her all the repairs were approved and she was outside of the one day return period. We advised at this time she could return the lease vehicle however, there would be no refund of monies paid.Later that day, our customer returned the lease vehicle to the dealership.On May 29, 2015, DriveTime’s Customer Relations Department reached out to our customer to address her concerns. We reviewed the approved repairs and asked if she had any further mechanical issues after those repairs were completed. Our customer verified that the previously approved repairs resolved the mechanical concerns. Our customer advised she chose to return the vehicle due to customer service concerns.At this time, DriveTime is offering the following resolution:DriveTime agrees to:- Refund to our customer one payment in the amount of $221.00.We encourage our customer to contact DriveTime Customer Relations at ###-###-#### in order to take advantage of this offer. To accept this offer, our customer will be required to sign a Full Settlement and Release of Claims. This settlement offer is good until June 22, 2015.We apologize for any confusion or inconvenience this may have caused. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,[redacted]DriveTimeCustomer 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.Nothing was resolved they have my trade in and my down pmtI am rejecting their response because I came to them with a trade in and told them  I was having issues with my car and I didn't want the same thing again. She stated that this car I get was good and running well. So they lied on the inspection form stating the mechanical part was good so that is falsifying documentation. It was to many time that I had to take the car to the shop and was only able to drive it a week in the 31 days that I had it. I wasn't compensated or anything all I got was lies and attitude. They told me that I could return the car in 24 hours. The sales rep stated that I would be fine I don't have to return it because it's going in the shop. I don't understand how I have to deal with being without a car and lost of my money because they lied to me and refuse to take the car back saying they had to do a claim first. I will never go back to them and word of mouth gets around fast.  Regards,[redacted]

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

Since Drivetime will not honor the paperwork and what there sales manager told me and the Revdex.com refuses to suggest mediation, arbitration, return any of my phone calls or have drivetime up hold the Revdex.com Code of Business Practices. drivetime should not be able to lie to consumers and steal there money all the time hiding behind the Revdex.com by throwing money at them. if the Revdex.com was here for the consumers like they claim. they would return or contact me and others and not just close out cases. return the van and for drivetime to return my down payment back.

Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns.
 
On November 30, 2015, at 121 days past due, DriveTime exercised our contractual right to place 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 any one of the following occurs…1. You fail to make any payment due under this Contract, including any down payment, in full when such payment is due…If you are in default…we may take back (repossess) the Vehicle.”
 
The next day, the vehicle was recovered. As a result, our customer’s account was updated to reflect as charged-off. At that time our customer’s Vehicle Service Contract and Gap insurance were cancelled and refunded at a prorated amount to our customer’s principal balance. In the Simple Interest Retail Installment Contract under the section labeled “Default” it states:
 
“We may cancel any insurance or other products or services you have purchased in this Contract and apply any refunds we receive to the amount you owe…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.”
 
On December 8, 2015, our customer paid all fees associated with redeeming the vehicle. At that time, our customer was allowed to continue with her Simple Interest Retail Installment Contract, but the account would remain as a charge-off with the three major credit bureaus. DriveTime would not be able to reinstate the canceled ancillary products for the vehicle. At this time, the prorated refund of the ancillary products is reflecting on our customer’s account.
 
On February 29, 2016, DriveTime contacted our customer to discuss the above information. Our customer understood the above information and was encouraged to contact DriveTime with any further concerns.
Sincerely,
DriveTime Customer Relations
Tell us why here...

April 6, 2016

text-align: justify;"> 
Revdex.com
Ph. (602) 264-5299
Fax (602) 263-0997 
 
Re: Complaint # [redacted]
 
To Whom It May Concern,
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On January 27, 2016, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2010 Dodge Journey. Included with the purchase was a 30 day/1500 mile Limited Warranty. Attached you will find the Contract and Warranty for your review.
On February 2, 2016, our customer contacted DriveTime with concerns regarding her windshield and tires. These items are considered non-covered items under the terms of the Warranty. Our representative advised our customer that we would be able to review an estimate to determine if any assistance were available, and that February 2, 2016, marked the last day of her 5 Day Vehicle Return Period.
On February 3, 2016, our customer again spoke with DriveTime regarding concerns. Our representative advised that we would accept and review an estimate for the non-covered repairs from an in-network repair facility.
That same day an in-network repair facility called in a claim for tires, front brake pads and rotors, alignment, tire pressure monitor sensor kit, and brake and transmission flushes. DriveTime made an exception to cover the tires, front brake pads and front rotors, and diagnostic fee. Our customer was responsible for the other items.
On February 12, 2016, our customer contacted DriveTime to advise that their vehicle was hesitating and jerking, and that it was difficult to start. Our customer advised that she wanted to trade her vehicle in. Our representative advised that we were not able to offer that as an option at that time, and that should the customer return the vehicle at this point it would be considered a voluntary surrender.
FULL RESPONSE IN ATTACHMENT

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 for the business to perform this action and, if it does, will consider this complaint resolved.
In addition, I would like DriveTime to understand that no communication was established because we felt that Revdex.com was competent enough to relay our concerns and work on our behalf to get this issue resolved. 

Regards,

On July 30, 2016, our customer visited DriveTime to search through our vehicle inventory options. She expressed interest towards a 2008 Hyundai Santa Fe. She was ready to purchase but...

we had found an issue with the parking brake. We advised her that we would need to repair the vehicle prior to completing the sell. DriveTime informed her that she would need to enter into a Vehicle Reservation Agreement to place a hold on the vehicle; we would contact her once the repairs were completed. Our customer agreed to make one payment of $100.00 on July 29, 2016 and one final payment of $900.00 on July 30, 2016.   On page 1 of the Vehicle Reservation Agreement, please reference paragraph 5, its states:   “If I cancel my purchase of the Vehicle or this Agreement expires, you will refund my Reservation Payments to me:   1.      Within 7-10 business days, if I made my Reservation Payments in cash and 2.      Within 15 business days, if I made my Reservation Payments by check”   On August 2, 2016, our customer contacted DriveTime to cancel her Reservation Agreement because she had found a vehicle elsewhere. Because our customer made her layaway payment with cash, DriveTime would need to have a check cut and sent to her. This process should take anywhere between 7-10 business days.   On August 22, 2016, our customer contacted DriveTime for an update on her refund check. We informed her that a check cut was voided. We apologized, advised her that we will have another cut, and overnighted to our dealership.   On August 24, 2016, our customer’s refund check arrived at our dealership ready to be picked up by our customer.   DriveTime has been investigating this matter internally to review for any training opportunities. (continued on attached)

[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,

February 28, 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 27, 2008, our customer entered into a retail installment contract when she purchased a 2005 Ford F150 Pickup. The retail installment contract is included for your reference.

On April 25, 2013, our customer traded in her vehicle and upgraded into a 2008 Chrysler Town and Country.

On February 25, 2013, we contacted our customer and confirmed we sent an update to all three major credit-reporting agencies showing the Ford F-150 Pickup paid in full. We also sent a letter to our customer confirming the update to the credit-reporting agencies. This letter is included for your reference.

As a goodwill gesture, DriveTime has credited $25.00 principal balance payment to her Chrysler Town and Country 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

Dear Ms. [redacted],

 

Thank you for bringing this matter to our attention. We appreciate the opportunity to address the authorized party’s (our customer’s spouse) concerns.

On January 28, 2012, our customer entered into a retail installment contract...

when he purchased a 2007 Volkswagen Jetta. 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 the authorized party and are working to reach an amicable resolution.  DriveTime has referred the authorized party to have the vehicle diagnosed at a Volkswagen dealership service center.

DriveTime has offered to cover 1 hour of diagnostic time at the Volkswagen Dealership. DriveTime has also offered to reimburse our customer for any towing expenses he will incur in order to get the vehicle to the Volkswagen Dealership. Once a claim is filed with DriveTime, we will review it for possible assistance.

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 address our customer’s concerns.

On December 18, 2013, our customer entered into a Closed End Motor Vehicle Lease with Drivetime when she leased a 2006 Toyota Camry. The vehicle came with a 3...

year/36,000 mile limited warranty administered by Aeverex. The lease contract and limited warranty agreement are included for your reference.

On December 28, 2013, our customer contacted Aeverex stating the speedometer is not working, brake light was on, check engine light was on, and a noise is coming from the brakes. Aeverex referred her to a repair facility for a diagnosis.

On February 14, 2014, the repair facility contacted Aeverex to file a claim. The repair facility stated the PCM (Powertrain Control Module) needed to be reprogrammed by the original equipment manufacturer. The PCM is a non-covered component under the limited warranty.

On February 19, 2014, we spoke with our customer and came to an amicable resolution. We will pay for the reprogramming of the PCM and one hour of diagnosis at the original equipment manufacturer.

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

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

Sincerely,

DriveTime

Customer Relations

Thank you for your response. We appreciate the opportunity to  re-address our customer’s concerns.

We encourage our customer to contact us to discuss our previous offer. We advised our customer to submit paid receipts for possible payment deferments.

The repair facility has determined the struts are a noise concern and are not a failure. The 30 day/1,500 mile limited warranty excludes all noise concerns. Please see the attached DriveCare Limited Warranty agreement for your reference.

At this time, we are unable to accommodate our customer’s request but encourage her to contact us at [redacted] for further assistance.

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 re-address our customer’s concerns. On page 2 of the DriveCare Limited Warranty agreement, under the section “How to Make a Claim”, it states the following: “During the duration of this Limited Warranty, you must notify us at [redacted] of any failure, malfunction or defect of any covered part(s). You must then deliver the vehicle to the DriveTime certified vendor we select for you within two (2) days of your notice to us, unless we agree otherwise.” Our customer read, signed, and agreed to the terms listed above in the DriveCare Limited Warranty agreement. A copy of the DriveCare Limited Warranty agreement has been included for your reference. As part of the DriveTime warranty, DriveTime utilizes a network of third party vendors to perform repairs. These independent vendors are not owned or operated by DriveTime, therefore DriveTime is not responsible for any actions made by any third parties. On April 29, 2014, we contacted our customer and offered a 5-payment deferment to assist with the out of pocket costs our customer has experienced. In exchange, our customer would be required to make a payment of $375.17 to DriveTime. We encourage our customer to contact us at [redacted] to complete the offer. 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].

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On September 14, 2012, our customer entered into a retail installment contract when she purchased a 2008 Volvo S60 with 77,558 miles. The vehicle came with a 3...

year/36,000 mile limited warranty. Included is a copy of the limited warranty agreement and the retail installment contract for your reference. When DriveTime refers our customers to vendors, they are provided with at least two qualified vendors in their area.  Our customers also have the opportunity to view the list of in-network repair facilities on DriveTime’s website in order to assist them in deciding which mechanic they would like to use. On October 31, 2013, our customer contacted us stating the engine had blown and she was going to have her vehicle towed to a repair facility. Later that day, the repair facility contacted us to recommend an engine replacement. The claim was denied, as our customer had exceeded the 36,000 mile limit by 9,917 miles. On November 1, we contacted our customer and informed her the limited warranty had expired. We made an exception and offered our customer repair assistance. We offered to cover 75% ($2,082.00) of the cost to replace the engine, and our customer would be responsible for the remaining 25% ($694.00) of the repair cost. On November 4, our customer contacted us and made the payment of $694.00 for her portion of the engine replacement. We also extended a goodwill gesture to our customer by deferring three regular payments ($213.09 each) for her out of pocket repair costs. On November 7, our customer’s payment deferments were placed on hold until she paid $36.63 to complete the payment due on October 29, 2013. On November 11, we contacted the repair facility and authorized the engine replacement.  The repair facility ordered the engine and the estimated time of completion for the repairs was November 20. On November 19, our customer paid $40.00 in order to complete the payment deferment process.  On November 20, the repair facility contacted us stating the engine was defective and they would need to order another engine from the parts supplier. On November 21, the payment deferments were processed, which brought our customer’s account current. On November 25, the repair facility advised the engine would arrive no later than December 5, due to the holidays. On December 2, we made an exception and offered our customer rental reimbursement; although the limited warranty had expired. We reimbursed our customer $25.99/day plus tax for 21 days for a total of $671.31. On December 3, the engine was delivered to the repair facility. On December 5, the repair facility informed us the repairs would be completed by the end of the day. On December 9, we offered our customer rental reimbursement as a goodwill gesture. We reimbursed our customer $25.99/day plus tax for 13 days, for a total of $405.72. Later that day, our customer contacted us stating the A/C was not functioning, the headlights did not work, a tire had run flat, she was having issues shifting,  issues with the transmission, and the DMV needed proof the engine was not stolen in order to register the vehicle. We advised our customer to take the vehicle to a repair facility but informed her she will be responsible for the repairs due to the expiration of the limited warranty. Our customer stated the previous repair facility caused the current issues with the vehicle. We informed our customer to submit a written complaint to us regarding the repair facility. On December 10, we reached out to the owner of the repair facility regarding our customer’s complaint. The repair facility informed us, our customer did not mention issues with the transmission, shifter, or engine.  The repair facility informed us they made an exception and offered our customer a free diagnosis regarding the flat tire, A/C, and light bulb replacement. The repair facility informed us our customer would not allow the proper amount of time needed to properly diagnose her vehicle. On April 1, 2014, our customer contacted us stating she needs a new engine and would like to trade out the vehicle. Due to the engine being covered by a 1 year/ 10,000 mile warranty, we advised our customer she would need to return the vehicle to the previous repair facility. Our customer informed us she was hesitant to take the vehicle back to the repair facility due to her prior experience, but would contact them in order to have the vehicle diagnosed. On April 8, the repair facility recommended replacing the heater core due a small leak. They informed us this is not affecting the performance of the vehicle and it is running properly. The claim was denied due to the expiration of the limited warranty. On April 9, the repair facility contacted us stating they have not been able to duplicate or identify any of the issues our customer mentioned. They advised our customer would not leave the vehicle there long enough for them to perform a thorough diagnosis of the vehicle. At this time, DriveTime is unable to accommodate our customer request to exchange into another vehicle.  As part of the DriveTime warranty, DriveTime utilizes a network of third party vendors to perform repairs.  These independent vendors are all Automotive Service Excellence (ASE) certified and are not owned or operated by DriveTime.  These vendors are selected based on their proximity to where our customers reside as well as their willingness to comply with the terms of the DriveTime warranty. DriveTime is not responsible for any actions made by any third parties. We have made contact with our customer and are currently working towards an amicable resolution. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s account. DriveTime thanks the Revdex.com for their 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 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

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

On July 20, 2013, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2005 Mazda 3. The vehicle came with a 5 year/50,000 mile Limited Warranty. The Simple Interest Retail Installment Contract and DriveCare Limited Warranty agreement are attached for your reference.

On June 20, 2014, our customer took her vehicle to a repair facility to be diagnosed. The repair facility recommended the replacement of the battery and purge flow valve. The repairs were denied as both items are non-covered components under the Limited Warranty.

At this time, we have contacted our customer and come to an amicable resolution. As a one-time goodwill gesture, DriveTime made the exception to cover the cost of the needed repairs for 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,

DriveTime

Customer Relations