DriveTime

[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.] Revdex.com: 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, Kirstie [redacted] B***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.On April 13th, 2015, I did sign a contract, however, a verbal agreement was also made (which was a part of the contract recording that took place) where I had inquired about paying on the 2nd and 17th of each month due to my pay schedule Had they have declined to let that happen, I would not have purchased the vehicle That recording took place for a reason."Our customer set up his automatic draft payments to be pulled from his account on the 2nd and 17th of each month, beginning on May 2, 2015." You're Right! I did! And was given such a run around and hassle over this for the last month! The first time it happened, I didn't have to call anybody several times or email several people It was handled after the first initial email "On July 19, 2015, our customer logged onto MyDriveTime.com and resubmitted his automatic draft payments to be pulled out of a different bank account numberWhen our customer re-enrolled with a different bank account number, he also set up the automatic draft payments to be pulled on the 1st and 16th of each month." FALSE! Please prove where I had the OPTION to pick those dates I don't think I would have set that up on my own to have to grow through all of this! If I chose the dates myself, if would have been for the 2nd and 17th as stated in the recording that took place when I purchased the vehicle, and as my payment history proves Why would I chose the 1st and the 16th if I knew I couldn't make the payments on those dates? I certainly don't enjoy paying those overdraft fees on purpose When I re-enrolled under my savings account, those dates reverted back to the 1st and 16th on their own If there is proof that I CHOSE those dates on my own doing, I'd love to see it"On July 29, 2015, our customer contacted us to set up his automatic draft payments to be pulled on the 2nd and 17th of each monthWe informed our customer the customer service department was experiencing high call volume and encouraged our customer to call back the next day to receive assistance in a timelier mannerAt this time, our customer has not attempted to contact DriveTime." I was never informed to call back the next day Why would you tell somebody to call back tomorrow if it was something they needed to get fixed right away? I was told to call back in another hour I only get breaks at work per day as well as a lunch period I called during my lunch period and waited for nearly minutes, then was told by the rep that answered that he could not help me, the call volume was high, and to call back in an hour I CALLED BACK! Only to get put through to another representative that claimed they could not help me By the time I get off of work, your customer service center is already closed It's ashame your systems can't log how many times I actually did call back and how long I was on hold each time So as far as saying I never ATTEMPTED to contact you, that's a load of crap You all never attempted to contact me either until I filed a complaint with the Revdex.com I spent numerous days and a lot of time trying to contact somebody to have one tiny issue fixed with the dates that was originally set up for me to pay my bill"On August 13, 2015, we spoke to our customer and informed him he has an upcoming payment due on August 16, We offered to cancel his automatic draft payments, so we may reenroll with his new account and his preferred datesOur customer informed us he would contact us back after his next payment drafts to set up the correct dates." This is correct! You all were very quick to inform me that I have an upcoming payment due I spoke with a representative that stated it would take a few days (confusing as to why that takes that long), for the dates to change on my account So we agreed that I would let the payment on the 16th go through, and that I would call back on the 17th to change the dates to the way they were (SIMPLE!!) I did call back today, and the change was made "At this time, we are unable to accommodate our customer’s request to credit his account one month’s paymentsAs a goodwill gesture, DriveTime has applied a $to our customer’s principal balance." I appreciate the good faith gesture, however, that still doesn't erase the fact that I've been trying to get this settled for well over a month now Numerous breaks and lunch hours were wasted trying to get this settled I'm still quite upset about all of this, and it should have never gotten this far My email address is attached to my DriveTime account If I sent a couple emails asking for a simple change, it's obviously coming from me I could understand if I was asking you to change my banking account numbers or something, but a date??? You have access to my payment history I'm just not understanding why it took all of this work just to correct one thing When I first bought this car, DriveTime was customer service oriented, and it seems like the longer I've had my car, the more I realize this is not the case anymore I've never been late, I've never complained about anything else, all I wanted was my pay dates to be fixed so there would be no overdraft fees for anybody It's better to make sure the money is available than to not have money to cover it And out of the 3-people I spoke with on this matter, one person should have been able to help me sooner I do not want to face this again in the future, as this has been a nightmare for me I will not purchase another vehicle from DriveTime I will purchase my next vehicle from the company that stands by their word when it comes to customer satisfaction and customer service This experience alone has been one of the main reasons I refuse to refer anybody to them Regards, [redacted] ***

SilverRock was notified of the major issues with the vehicle after days of purchase, I was sent a email with oil change places to take the vehicle for a diagnosticsWas informed by these companies they do not repair engines or tracking systems, they advised me to contact Cheverolet dealershipWas then informed by a Cheverolet service center that it will take up to 2-weeks to check and repair the vehicle and that a rental car is advisedI then contacted SilveRock and was informed the do not cover full payments for rental vehicles and it is not assured that I will be reimbursed for the rentalCurrently I do not have funds for a 2-weeks rental vehiclemonthly payment for DriveTime vehicle is $a monthSince the DriveTime vehicle was not inspected before selling the car SilverRock should pay full amount for rental, including all repairs

As stated in our previous response, DriveTime made the exception to approve the aforementioned repairs, on December 7, 2016, at no cost to our customerBased off Aeverex’s notations, our customer advised he would return to the repair facility on December 8, but the repair facility did not call Aeverex for payment until December 9, We highly recommend all of our customers to schedule appointments with repair facilities to ensure any repairs or diagnostic testing is completed on an agreed upon timeAdditionally, any repair facility should be able to give customers estimated time of completion for diagnostics or repairs Should our customers experience ongoing mechanical issues, we encourage them to express their concerns to the repair facilities to have them diagnose the vehicle appropriately If for any reason our customers are not comfortable with the repair facility provided, we will always do our best to find another In-Network Repair Facility (INRF) that can assist with their mechanical concernsAfter reviewing the pictures of rust attached to our customer’s correspondence, we can conclude that these are the same pictures for the claim filed in December of These pictures were reviewed by an Automotive Service Excellence (ASE) certified technician who determined it is surface rust and is not affecting the drivability or the compromising the structural integrity of the vehicle DriveTime acknowledges our customer contacted us on numerous occasions throughout the month of DecemberDuring those conversations, our customer did not advise us of any CarFax report he obtained or submitted, the experience he had with the vehicle going off the highway, issues with the inner tie rod or the vehicle shutting offThe report our customer attached is a copy of the Experian AutoCheck Vehicle History Report (Report) we provided to him, as a courtesy, at the time of saleThe Report may provide information on any accident(continued on attached)

Dear Ms [redacted] , Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn October 17, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Chrysler Attached you will find the Simple Interest Retail Installment Contract for your referenceDriveTime had temporarily ceased credit reporting to all three major credit bureau agenciesThe cease is due to required system enhancements taking place in the manner DriveTime reports to the credit bureausThese enhancements will allow DriveTime to comply with the Fair Credit Reporting ActWe apologize for any inconvenience to our customer We understand the importance of building and maintaining a credit scoreWe also understand the importance of accurately reporting credit activity, and that is why DriveTime has made the effort to complete these system enhancementsWe have initiated the necessary step for our updated credit systems to begin reportingThe credit updates should reflect on our customer’s credit report within 30-daysOn March 12, 2015, we informed our customer of our system enhancementsWe informed our customer once reporting resumes, her credit report will reflect accurate pay history from the time of purchaseOn March 14, 2015, our customer informed us she would surrender her vehicle due to the non-reportingWe informed our customer of the negative impact a voluntary surrender would have on her credit report once reporting resumes?At this time, we are unable to accommodate our customer’s requestAs a goodwill gesture, DriveTime has applied $to our customer’s principal balanceDriveTime thanks the Revdex.com for their ongoing supportShould 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 attentionWe appreciate the opportunity to address our customer’s concernsDriveTime has confirmed that there were two engine replacements completed in July of and June of The engine placed into the vehicle, during the first replacement, was for the same make and model of the vehicle our customer purchased (Lexus GS300), as verified by the third party part supplierBetween the first and second engine replacement, our customer drove 16,milesAeverex requested that our customer provide them with oil change receipts for this periodThese receipts ensure the vehicle received standard maintenance and are required prior to repair authorization under the terms of the Vehicle Service Contract (VSC)Aeverex did not receive the receipts until days after the initial requestIt was at that time that Aeverex approved the repairsUpon completion of repairs, our customer submitted her rental receipts to Aeverex for reviewAlthough she requested reimbursement for days of rental costs, Aeverex authorized days of rental reimbursementThis was the amount of days between when Aeverex authorized the repairs through the date of completion for the engine replacement, June 19-June A total of $was reimbursed to our customerDriveTime spoke with our customer on August 16, to discuss her concernsShe informed us the check engine light is illuminated but has not had the issue diagnosedWe encouraged her to have the vehicle diagnosed and a claim initiated at an INRF Additionally, we requested she send us her rental receipts from the repair that took place in June We advised once we receive them, we will review for additional rental reimbursementAs of August 23, 2017, we have not received the requested documentation nor has a claim been initiated with Aeverex for the current issues with the vehicleA detailed description of events is provided below...(continued on attached)

Revdex.com: 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 have additional documents showing proof that the repair shop gave the wrong mileage on the original request in JulyI was told by [redacted] the supervisor to fax her the corrected mileage & I would be refunded the $After I sent her the fax it was delayed being delivered to her by another supervisor [redacted] for approximately daysDuring that time I feel that [redacted] went into the account & modified the records to no longer show the original errorIn my opinion Drivetime is trying to falsify records to avoid being responsible for selling me a car with a falty partIs there a fax number that I could send the documents for your review? I don't have a scanner at this timeThank you Regards, [redacted]

RevDex.com: 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, [redacted] ***

There are a variety of factors that affect the down payment required for the vehicle, whichmay include and are not limited to, the customer’s credit history, monthly income, price ofthe vehicle, and length of the loanThis is not a decision made by someone at ourdealerships; this is an automated process that includes a proprietary DriveTime credit scorefor each customer and takes into consideration DriveTime’s underwriting guidelines.For example, we have limits on the ratio of a customer’s loan payment to their monthlyincome (“PTI”)If a customer’s PTI is outside our guidelines, we will ask the customer toincrease their down payment so the loan payment is reduced and falls within our guidelines.This can happen when a customer selects a more expensive vehicle, which will increasethe loan payment unless the customer makes a bigger down paymentOr, it can happenwhen a customer wants to have a lower APR, which requires a higher down paymentInan attempt to keep our customers APR the same in this case, we required a higher downpayment when re-contracting.We post the prices of our vehicles online and on all of our vehicles at our dealerships.Prices of the vehicles do not change.The increase in the down payment has nothing to do with the prior accountFor ourcustomer’s prior account we offered to waive the past due balance, which we did

I had my eye on a car from drive timeI sat down gave all my information and was to get a call back shortlyI waited two days than no phone call[redacted]

[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.] Revdex.com: 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 tiedSo, with that in mind I accept their response Regards, Darnell O***

January 11, Jasmine [redacted] Revdex.com Ph###-###-#### Fax ###-###-#### Re: Complaint # [redacted] Ms***, Thank you for bringing this matter to our attentionWe appreciate the opportunity to re-address our customer’s concernsWithout any new information, DriveTime is unable to further assist our customerDriveTime has made multiple attempts to contact our customer in order to come to an amicable resolutionWe encourage our customer to contact our customer relations department at ###-###-####We apologize for any confusion or inconvenience may have causedShould you have any questions or concerns, please contact us by calling us at ###-###-####Sincerely, Justin MDriveTime Customer Relations Department

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address the authorized third party’s concerns On December 13, 2013, our customer entered into a Closed End Motor Vehicle Lease with DriveTime, when he leased a Ford Five Hundred that came with a limited warrantyIncluded you will find the Closed End Motor Vehicle Lease and the Limited Warranty Agreement for your reference We have made several attempts to contact the authorized third party to discuss her concerns, but have been unsuccessfulOn September 17, 2014, we sent a letter via certified mail to the address on fileThe purpose of this letter is to inform the authorized third party of our attempts to reach out to herWe encourage the authorized third party to contact our Customer Relations department at ***-***-***, to discuss her concerns As a goodwill gesture, DriveTime has mailed our customer a $American Express gift card to the address provided on file DriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ***-***-*** Sincerely, DriveTime Customer Relations

Revdex.com: 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 reject this for the following facts I require proof of the reinstatement letter that was sent out it was never receivedAdditionally The law states clearly that the vehicle was purchased in and titled in requires a written notification of what the creditor intends on doing with the vehicle and what it was sold for and the remaining balance.Once again I restate that they failed to notify myself where to retrieve my personal property as well and I require proof in writing that this was done when in fact it was not No such letter was ever sent or received by my self and I also require proof that this was done in accordance with the Fair Credit Reporting ActA copy of the contract provided by Drive time does not satisfy the requirements under law and if they cannot provide the documents that were supposedly provided it must be removed from my credit reportsIn Addition the Mazda in question developed a check engine light not more than days after receiving the car and I called to complain about it and they mad no attempt to rectify the check engine light on the vehiclethis company is a predatory company and their business practices are unethical and shamefulThey are dancing around the issue which is that they did not follow Fair credit reporting practices which protects the consumer which is myself Regards, [redacted] ***

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customers’ concernsOn September 17, 2013, our customers entered into a Closed End Motor Vehicle Lease with DriveTime, when they leased a Chevrolet Uplander that came with a limited warranty Included you will find the Closed End Motor Vehicle Lease and the limited warranty agreement for your referenceAt the time of lease, our customers agreed to make periodic payments of $is due on October 5, 2013, followed by periodic payments of $on the 5th each monthOn September 19, 2014, we recovered the vehicle for defaultPlease refer to page of the Cancel Anytime Lease, section Default, Repossession, and Other RemediesOn September 23, 2014, our customers paid the past due balance plus recovery feesOn September 25, 2014, we came to an amicable resolutionWe agreed to change our customers’ monthly payment to be due on the 15th of every month, starting October As a goodwill gesture, DriveTime has applied a $credit to our customers’ accountDriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ###-###-####Sincerely,DriveTime Customer Relations

[redacted] Revdex.com Ph [redacted] Fax [redacted] Re: Complaint # [redacted] Dear Ms [redacted] , Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn October 2, 2012, our customer entered into a Simple Interest Retail Installment Contract with [redacted] when he purchased a [redacted] for a total sale price of $15,The "Simple Interest Retail Installment Contract" and "What You Need to Know about Financing a Vehicle with [redacted] " were given to our customer at the time of sale to explain the finance charge and simple interest and are attached for your reviewOn page one of "What You Need to Know about Financing a Vehicle with [redacted] ", simple interest is explained as follows: "Your contract is a ‘simple interest’ contractThat means a "finance charge" (interest) is charged each day on the amount you financed with usWhen you make a payment, your payment pays interest and then it pays/reduces the amount financedIf you pay late, your contract continues to accrue interestWhen you make your payment late, more of your payment has to go to pay the extra interestThis means less of your payment goes to pay/reduce the amount financed and it can take longer to pay off your contract with usWe strongly encourage you to make your payments on time." [redacted] ’s customers are given a copy of their Retail Installment Contract after purchasing a vehicleOn the first page of the contract, as required by the [redacted] ***, "boxes" highlight and itemize the annual percentage rate, finance charge, amount financed, total of payments, total sale price and a payment scheduleThe payment schedule states our customers agreed to make monthly payments of $beginning November 6, 2012, and final payment of $On October 15, 2014, [redacted] exercised their contractual right to secure the vehicle, since the account was days past duePlease refer to the "Simple Interest Retail Installment Contract," section labeled "Default": "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" A customer would retrieve any personal belongings in the vehicle at the time of recovery from the recovery agencyTypically, a customer would have days to claim personal belongings, and a fee may be required from the agency to obtain themOn October 21, 2014, our customer’s account charged off at days past due which would be the last day interest was accumulatedOn December 24, 2014, we spoke to our customer and provided him with the following payoff: Principal Balance: $10,Interest: $1,Current Late Fees: $Total: $11,We explained to our customer that the interest owed is the interest that was accumulated prior to the account charging offWe explained simple interest and how paying late would affect the amount of interest that accumulatedAttached you will find an in-depth example from the My [redacted] FAQ section explaining simple interest calculation and how the timing of payments affects the balanceAt this time, we are unable to accommodate our customer’s request to remove the loan from his credit reportingPer our customer’s request, we have attached a copy of his transaction historyWe have offered our customer the opportunity to settle the remaining balance; however, our customer advised he was seeking legal counselAs a goodwill gesture, [redacted] has mailed our customer a $ [redacted] gift card [redacted] thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at [redacted] Sincerely, [redacted] 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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would NOT be satisfactory to me Please see attached letter Regards, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I was told 30-days in Dec and this is now AprilIt is frustrating for me becasue I am doing what I need to do to better my credit and 0pay on timeThat gredit doesn't help me move into a home to be able to provide a roof for my child kand self my credit doesThe Payment history letter that they have sent me was rejected by the place I am trying to move into and now that is application fee edown the drain because they were neededing to see this on my report not a letterI am very upset because just as they would like to be paid on time I expect my information to be reported on timeNot just when they get ready toRegards, [redacted]

On September 13, 2017, DriveTime reached out to our customer to discuss her concernsWe explained the above timeline and informationOur customer explained she did not notice the leak prior to as the vehicle was not open to the elements while parked prior to that timeShe further explained she had paid to have the fuel pump, air conditioning compressor, and a portion of the fuse box repairs completedAs a gesture of goodwill, we offered to waive the remaining deficiency balance, delete the trade line, and release the title to our customerOur customer accepted and the call ended on amicable termsWe will continue to work with our customer through the completion of the Full Settlement and Release of ClaimsDriveTime, and Bridgecrest, thank the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact our Customer Relations department at [redacted]

September 2, [redacted] Revdex.com Ph###-###-#### Fax ###-###-#### Re: Complaint # [redacted] Dear Ms [redacted] , Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns On October 28, 2013, our customer entered into a Motor Vehicle Periodic Renewal Lease contract when she leased a Chevrolet TrailblazerThe Motor Vehicle Periodic Renewal Lease contract is attached for your reference On August 28, 2014, we reached out to our customer to address her concernsShe went over her experience involving the processing of the past due paymentThis issue was due to switching banking informationShe also discussed her attempt to cancel the pending repossessionWe apologized for her experience and advised her that we appreciate her feedbackOur customer also brought up the credit that she earned after a certain amount of time to use towards an upgrade that is no longer valid due to the late payment issue At this time DriveTime and our customer have come to an amicable resolution, we have reinstated her eligibility to qualify for that promotion once she hits her year mark on October 28, As a goodwill gesture, DriveTime has mailed a $ [redacted] gift card to our customer DriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ###-###-#### Sincerely, [redacted] DriveTime