DriveTime

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] ***

For full response, please see attachedOn December 5, 2017, following the recovery of our customer’s vehicle, she contacted us to locate her personal belongingsAt this time, we explained what would be required to reinstate the vehicleWe informed her of the full past due amount $1,which was actually reduced from the total of $1,as outlined on the attached letter sent to our customer on December 5, We explained we would be willing to offer to reinstate the vehicle for a reduced amount if she satisfies three bi-weekly payments plus the repossession fee totaling $Furthermore, we explained we would be willing to hold the vehicle at the recovery vendor for seven days if she was able to satisfy a payment of $this same dayWe explained, should our customer choose to reinstate the vehicle, her payments would change to a monthly frequency of $Our customer informed us she would prefer to just receive the location of her personal belongingsWe provided this information and the call was ended amicably We have reviewed the interactions documented with our customer and are unable to locate a time or date when she was informed the account was days past dueOur customer’s account entered into a charge off status as of December 1, when the account was days past dueAfter the account entered this status, the account delinquency is no longer tracked by days past due as the full balance is requested to be satisfied

To Whom It May Concern, Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn August 12, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Ford Explorer Attached you will find the Simple Interest Retail Installment Contract for your referenceAt the time of sale, our customers agreed to make bi-weekly payments of $and final payment of $175.68, beginning September 07, On December 8, 2014, the vehicle was recovered for default due to non-paymentPlease refer to page of the Simple Interest Retail Installment Contract, “Default” “You will be in default if you do not make any payment in full when such payment is due“ “We may also take items of personal property found in the Vehicle when we take back the vehicle and hold them for youIf you do not claim them within the time required by law, we will dispose of them in a commercially reasonable manner“ “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 lawThe sale proceeds, less amounts we pay to take back the vehicle, hold it, prepare it for sale, and sell it, and less our attorneys’ fees and legal costs if permitted by law, will be used to pay the amount you owe on this contractAny money left will be paid to you unless the law requires that we pay it to someone elseIf the sale proceeds are not enough to pay off this contract and costs, you will pay what is still owed (the deficiency) to us.” On December 10, 2014, we mailed our customer a redemption and reinstatement formThe purpose of this form is to inform the customer of the options available regarding the vehicleThe following day our customer contacted DriveTime regarding the repossessionWe informed our customer to redeem the vehicle we require a payment of $1,Our customer advised DriveTime she would redeem the vehicle at the end of the monthWe gave authorization to hold the vehicle until that timeOur customer did not redeem the vehicleWe have made several unsuccessful attempts to contact our customer and address her concernsOn August 31, 2015, we sent a letter via certified mail to our customer’s address on fileThe purpose of this letter is to inform her of our attempts to reach herIf we do make contact with our customer and any omissions are found, we will consider her request to remove the information reported to the credit bureausWe encourage our customer to contact our Customer Relations department at ###-###-####We apologize for any confusion or inconvenience this may have causedAt this time, DriveTime is unable to remove this reported information from the credit bureaus, as it is reporting accuratelyAs a goodwill gesture, we have mailed our customer a $American Express gift cardDriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ###-###-####Sincerely, DriveTimeCustomer Relations

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 27, 2012, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Dodge AvengerThe Simple Interest Retail Installment Contract is included for your reviewOn February 19, 2015, our customer contacted DriveTime regarding her loan not appearing on her credit reportWe advised her of the suppression of our credit reporting and sent a credit rating letter with the details of her account status and credit standingThis letter can be used for reference until credit reporting resumesWe notified our customer of the timeframe for when our reporting would resume, as wellDriveTime has 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 bureausWe anticipate these enhancements will be completed no later than the end of MarchWe apologize for any confusion or inconvenience this may have causedWe 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 enhancementsOn March 3, 2015, our customer contacted DriveTime in reference to her prior concernsWe once again advised her of our projected timeframe for credit reporting to resumeOn March 10, 2015, our customer contacted DriveTime in regards to the credit reporting issueShe advised that the bank she was working with would not accept the credit rating letter as proof of credit, but instead needed the information to be on file with the credit bureausWe advised our customer we are working on a resolution to be completed by end of MarchOn March 11, 2015, DriveTime contacted our customer and advised we could partake in a conference call with her bank to advise them of her credit standingOur customer advised that her banker was not working that day, and we recommended we try again the next dayOn March 12, 2015, our customer contacted DriveTime with further concerns about her credit reportingWe advised once reporting resumes, we would manually update her reporting to reflect the full life of her loanWe submitted a request to our Credit Bureau Dispute team to arrange for this to be doneOn March 14, 2015, we contacted our customer and educated her on the above informationOur customer stated her bank was unable to partake in a conference call with DriveTime to discuss her credit standingAt this time, we are unable to accommodate our customer’s request to return her vehicleAs a goodwill gesture, DriveTime has credited $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

For full response, please see attached On September 28, 2017, we contacted our customer to further discuss her concernsShe explained she is still experiencing a noise concern and we encouraged her to return the vehicle to the in-network repair facility and allow them the opportunity to warranty the work which has been completedAdditionally, we explained should any further repairs be needed, we would be willing to review all options of assistance once a current claim is initiatedOur customer confirmed she would be returning to the repair facility on September 29, We will continue to remain in contact with her to ensure an amicable resolution is reached

For full response, please see attached On April 18, 2017, the claim for engine replacement was createdIt was first reported by the repair facility the heater hose had broken and the engine had blown head gasketsIn order to verify this, Aeverex sent an inspector to the repair facility to report back their findingsThe inspection report stated; “There are no signs of coolant leaksThe thermostat housing has been replaced and is newThe heater hose from the thermostat housing to the heater pipe is missing, not thereWhen cranking engine, there is compression coming out of the thermostat housing heater hose connection where the hose is missing.” As the heater hose and thermostat housing are non-covered components under the Limited Warranty, and were determined to be the cause of the engine failure, the claim was deniedAeverex advised the repair facility the engine repairs are denied due to overheat damage from a non-covered part; thermostat housing and heater hoses Additionally, a claim was initiated by an in-network repair facility earlier in November of for which they recommended replacement of the thermostat housingOur customer was advised by both Aeverex and DriveTime the thermostat housing is a non-covered component and would be his responsibility At this time, we have made six (6) unsuccessful attempts to contact our customer to discuss his concernsWe have additionally sent a letter to our customer’s address on file encouraging him to contact us to discuss the matter furtherDriveTime has already provided authorization to pay for 50% of the needed engine repairsIf our customer is able to provide documentation relating to the replacement of the thermostat housing, we would be happy to re-review our option of assistance

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn December 27, 2013, our customer entered into a Simple Interest Retail Installment Contract when she purchased a Toyota CorollaAttached you will find the Simple Interest Retail Installment Contract for your reviewOn March 6, 2015, our customer contacted our Customer Relations Department regarding DriveTime accounts being suppressed on the three major credit bureausDriveTime temporarily ceased credit reporting to all three major credit bureau agenciesThe cease is due to required system enhancements as well as to comply with the Fair Credit Reporting ActWe have completed the necessary updates with Experian, and they have begun uploading our customers’ account information for public viewingWe anticipate the enhancements with the other two agencies to be completed no later than the end of AprilWe apologize for any confusion or inconvenience this may have causedWe 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 enhancementsReporting may not be immediately visible but completed updates should reflect on our customer’s credit report within 30-daysWe have completed the necessary updates with Experian and they have begun uploading our customers’ account information for public viewingWe anticipate the enhancements with the other two agencies will be completed no later than the end of AprilDriveTime will backdate our customer’s entire loan to the credit bureaus, reflecting her perfect pay history once enhancements are completed with all credit bureau agenciesAs a goodwill gesture, DriveTime has applied $to our customer’s principal balance.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 belowThe paintwork was poorly repainted BY or ON behalf of DriveTimeDriveTime employee ' [redacted] ' confirmed that DriveTime HAD required the hood to be repainted prior to sale and as such they WOULD accept liabilityHe stated this information was detailed in their pre-inspection reportThe 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 resolvedWe do not wish to exchange the vehicleUnder [redacted] DriveTime's actions constitute deceptive practises which include representing that goods or services have characteristics or benefits that they do not ( [redacted] section ***(a)(5)); and/or representing that goods or services are of a particular standard, quality or grade when they are not ( [redacted] section ***(a)(7)), as in known damage was not declared to inflate the priceThe mechanical warranty, GPS and Gap coverage is irrelevant to this matterHowever it is of note that the mechanical warranty purchased has been cancelled due to the appealingly poor service received from the warranty companyDriveTime repeatedly refuse to make any correspondence other than by telephoneAs such DriveTime were informed in writing that all call related to this case would be recorded and used in any legal proceedingsWe are simply requesting that the vehicle is repaired to the standard that we were told it was - I.Eundamaged by incident or accident.Legal proceedings will seek to recover the full amount of losses and expenses incurred by us and our expert witnessesThe goodwill payment of $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, [redacted]

Good evening the complaint was no related to the response...it was concerning the refund itself and the lack thereof not being informed as to exactly when the refund would be disbursedfurthermore; the inability to not actually speak to accounting to inquire about the dare the trundle was being sent and how it was being sent to me he customer

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns.On September 10, 2014, our customer entered into a Simple Interest Retail Installment Contract when she purchased a Mercury MilanIncluded you will find the Simple Interest Retail Installment Contract for your referenceOn October 16, 2014, we reached out to our customer to address her concernsOur customer got into an accident in the previous car she had with DriveTime and took advantage of DriveTime’s Insurance Loss Program (ILP)This program allows our customers to pay a $deductible and the remaining balance on their old DriveTime account is paid off with the stipulation they purchase and satisfy the terms of the new contractThe "Insurance Loss/Short Payoff Program Agreement" document, section "Insurance Loss" states: "I/We purchased a vehicle from DriveTime on credit The vehicle was totaled and the insurance proceeds have been paid to DriveTime, but I/we still owe money on the account." "I/We understand that if I/we make a $payment on the Account, purchase a new vehicle from DriveTime, and satisfy the terms of the new contract, DriveTime will suspend its collection of the deficiency." In addition, section "1", states: "I/We understand that the account will be reported to the credit bureau agencies as a settled account, as long as I/We make all of these new vehicle payments on timeIf I/We default on the new account, DriveTime may revise the credit reporting status to show the account as charged off." Our customer signed and agreed to these termsAttached you will find the Insurance Loss/Short Payoff Program Agreement document for your referenceWe went on to explain that releasing her from the vehicle and waiving responsibility for the new loan would not be a possibility due to the agreed upon terms aboveDoing so would have a negative impact on her credit and both accounts could be affectedOur customer also mentioned the purchase price ended up being much higher than what was agreed toOur customer purchased the vehicle for $18,However, there is a finance charge (interest) of $5,to purchase the vehicle as wellThis information is broken down on the first page of the Simple Interest Retail Installment ContractOur customer stated she is also having mechanical issues with the vehicleWe referred our customer to [redacted] , the Protection Plan Vehicle Coverage administrator to get a diagnostic completed on her vehicleOnce the diagnostic has been submitted to [redacted] , DriveTime can review the claim for assistance if claim is denied by [redacted] If our customer does not wish to get the vehicle fixed through the warranty, returning or getting the vehicle repossessed, would be reported to her credit as a repossessionAs a goodwill gesture, DriveTime has credited our customers’ principal balance $DriveTime thanks the [redacted] for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ###-###-####Sincerely, DriveTime Customer Relations

November 30, 2015Jasmine HillRevdex.comPh(602) 212-2232Fax (602) 263- Re: Complaint # [redacted] Dear MsHill, Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns.On October 13, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she co-signed and purchased a Nissan MuranoAt time of sale, our customer signed and reviewed the Notice to Cosigner that outlines the cosigners’ responsibility to the loanAttached you will find the Simple Interest Retail Installment Contract and Notice to Cosigner for your referenceWhen our customers account becomes delinquent, DriveTime makes attempts to contact our customer to cure the delinquency balanceOur customers are able to make payment arrangements with our loan advisors that, if kept, will cease attempts to contact our customerOn March 21, 2015, our customer contacted DriveTime in regard to having the cosigners’ phone numbers be placed on our do not listDriveTime advised our customer no attempts to contact these numbers will be made, the cosigner would need to contact DriveTime to speak or remove the numbers from the do not call listOn November 1, 2015, DriveTime moved our customer’s account to a charge-off status as the account had fallen day delinquentOn November 9, 2015, DriveTime 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 any one of the following occurs (except as may be prohibited by law) You fail to make any payment due under this Contract, including any down payment, in full when such payment is due.”On November 12, 2015, the cosigner contacted DriveTime concerning the recovery status of the vehicleAt that time, the cosigner requested that her contact numbers be removed from the do not call listWe advised the cosigner of the current delinquency amount of the account and that the vehicle had not been recovered At that time, the cosigner had the ability to bring the account current or make payments moving the vehicle from charge off status The cosigner did not do so and the vehicle was recoveredOn November 24, 2015, DriveTime contacted our customer in regard to her concernsWe advised our customer that we were unable to contact her on the status of the account because her phone numbers had been placed on the do not call listIn addition, we advised our customer that we are unable to remove the account from reporting to the credit bureaus, as the cosigner is equally responsible for the accountAs a good-will gesture, DriveTime has applied a $credit towards our customer’s principal balanceShould you have any questions or concerns, please contact us by calling us at [redacted] Sincerely, Justin MDriveTimeCustomer Relations Department

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.The issue is that the business calls customers under the premise that it is an attempt to collect information concerning the payment of a debtOnce a customer relays the information requested (i.ewhen payment will be made) their no longer remains a legitimate business need to continue hounding the customer for the same information received on a previous call.Also, it appears that this company retaliated against me for attempting to exercise my rights as a disabled person under the ADADue to my anxiety condition, I asked that I not be called repeatedly but that all communications be made in writing.When asking for an extension on my 2nd payment, the customer service rep linked my asking for a reasonable accommodation to her refusal to grant me an extension to pay my car payment (on the 15th of May) by saying "since we can't call you".In terms of the default provision in the contract, it is clear from line that the company gives these default provisions a liberal applicationI am sure that they do not reposes vehicles simply payment "is not made when due"If given a literal application that would mean they could take possession of a vehicle the very next day after payment is missed.I ask that this company modify its telemarketing activities to respect customers ,who due to a good faith reason, may be late on their car paymentsI also ask that they not retaliate against customers with anxiety-based conditions if asked to provide a reasonable accommodation to not continually call them Regards, [redacted]

August 15, [redacted] Revdex.com [redacted] Re: Case# [redacted] Dear [redacted] Thank you for bringing thismatter to our attentionWe appreciate the opportunity to address ourcustomer’s concerns On July 14, 2014, our customerentered into a Cancel Anytime Lease Contract when she leased a [redacted] that came with a limited warrantyIncluded you will find the Cancel AnytimeLease and the limited warranty agreement for your referenceOn August 13, 2014, we contactedour customer regarding her concerns with her vehicle needing a new transmission.The limited warranty covered the repairs, and a new transmission for thevehicleAs a good will gesture, we offered our customer a rental vehicle atour cost while her car was experiencing repairsOur customer declined ouroffer On August 13, 2014, we reached anamicable resolutionWe will apply a per diem credit to her account for thedays that the vehicle is at the repair facility As a goodwill gesture, DriveTimehas applied a $credit to our customer’s principal balanceDriveTime thanks the BetterBusiness Bureau for their ongoing supportShould you have any questions orconcerns, please contact us by calling us at [redacted] Sincerely, ***CustomerRelations Specialist

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 Yes, they called and I returned their phone calls, and was told that the Agent handling my account would contact me backThat never happenedIt was also stated in their response that they credited my account $as a courtesy, and they sent me a certified letterThis too was a lieNone of these things were done The only thing that Drive Time has been consistent with is not following through with what they say they're going to do Regards, [redacted]

January 22, Revdex.comPh(602) 264-5299Fax (602) 263- Re: Complaint # [redacted] To Whom It May Concern, Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns.All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centersParts that fail inspection are replacedHowever, if a part is functioning at the time of inspection, there is no need to replace it.Regarding recalls, at the time of sale DriveTime provides our customers with a printed copy of a recall report from the federal government website www.safercar.govOur customer signed an Acknowledgement which states:“I/we know that DriveTime did not create this report and there may be mistakes or missing informationDriveTime said we should contact a new auto dealer to ask them if there are any safety recalls related to the vehicleAfter looking at the recall report and having time to ask questions, I/we chose to sign the purchase or lease agreement and I/we understand that I/we do not have any claims against DriveTime related to any safety recalls.”The recall report provided to our customer listed an open recall on the steering torque sensorAttached you will find the Recall Report and the Safercar.gov Recall Report Acknowledgement for your review.On November 27, 2015, our customer entered into a Conditional Sale Contract and Security Agreement with DriveTime when she purchased a Ford EscapeOur customer purchased a year/50,mile Vehicle Service Contract, administered by AeverexAttached you will find the Conditional Sale Contract and Security Agreement and Vehicle Service Contract for your reference(CONTINUED FULL RESPONSE SUBMITTED TO Revdex.com)

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 spoke with a Drivetime representative and she was not able to answer my questions regarding how could my payment be if my payment was and what happened to my dollars if what I owed was less than my payment amountThe representative also state that she did not have time to listen to all the calls that were made because it would take too much timeI asked several times for an explanation on how could you owe less than what your payment is and what happened to my moneyThere were several times that I paid more than my payment and what happened to that moneyI never got an explanationI told the rep that I didn't think she did a thourough investigation regarding my concerns and she stated it would be handled internally and I said that wasn't fair to me as a customer if she didn't listen to all the calls and look over the notes and not just go off records because that doesn't tell the whole storyThere are more call than just Jan and Feb that should give a more insight as to what I'm talking about instead of just going off of some records because I was never informed and nothing was explained to me and still hasn't been explained to me as to how did they get to the amounts they are stating are owedThe rep should have listened to all calls and how is it fair as a customer if all calls are recorded and they can't find a call that happened or months agoThere are more recent calls where I have stated this same information and I have tried to get explanations and I have gotten nothingIt is simple math because if my payment is and someone tells me I owe and doesn't tell me I'm behind or I missed a week I'm going to assume that I'm ahead in my paymentsI think Drive time should have handled this in a different manner and tried to resolve this by doing a complete investigation before calling me about the complaint and trying to address my issueShe was stating something about a text message when I had referenced an emailI'm the one who referenced the calls and asked did she listen to them and she stated no and that she would call me back and I have not recieved a callIn reference to the call where she says the call was disconnected if she listens to that call I stated to the rep as I made my payment the my phone battery was about to die and that I would call back but I will make the payment before it doesThe rep is stating something that is not true and to my that makes me question her ethics and moral valuesI don't think me or my husbands credit should be damaged due to misinformation and still not having an explanation as to how they got the amount of and not and where did dollars go toI can only get a fair and honest answer if all calls are listened to and all records are looked atI truly believe this investigation is incomplete and not fairly doneI would hope that although I am only one person that I am considered a valued customer and that as a business Drivetime would value that and look into this matter and treat me fairly as a customer although I am only one personIf the reps at Drivetime have done their jobs they have documented what I have said and they will be able to locate these calls and see that I was never informed and that I have always asked for an explanation of my account and that I did not agreeBefore the rep states incorrect information about a dropped call maybe she should listen to the call or look at the records and see how the call was dropped instead of trying to make a customer look badI honestly think this rep did not do a fair job in investigating my complaint or coming to a fair resolutionI am not looking for a handout but rather a fair and reasonable explanation1+= 3-1=which is basic math and equals and not and there is no explanation of thatI thought I was ahead in my payments and have stated that for monthsThe calls for the last months should still be available and will prove that what I say is correctI am not asking for a handout but fair and just treatmentI don't think my credit or my husbands should take a negative impact if I was misinformedMy other concern is that my payment is due every weeks and I started paying dollars every week so how can my account be plus days behind if for example I owe dollars and I am days behind and I make a payment of dollars doesn't that make me days since I made basically what would be owed in one week? I would like a honest and fair resolution and that's all I have asked for from the beginningI am not looking for a handout but I would like drivetime to consider me a valued customer as I consider them a valued businessIf I was eligible for a deferment or anything on my account why wasn't I told this but rather my account didn't qualify for anything when I asked about a due date change? If a deferrment was an option I should have been offered that so that my account wouldn't go over days late if what the rep states is trueI honestly believe that I am correct and if all all calls are listened to and not just the ones that happened to not be avaliable anymoreI enjoy doing business with Drivetime and have asked reps when would I be eligible to get an additional vehicle from them because I think they are a good company to do business withI am looking forward to a resolution to this matter and one that is fair and honest because I believe Drivetime stands for honesty and they have integrity as a companyIt is a Drivetime discretion whether or not to damage a clients credit and if I did something to deserve that I would hold my head up high and except that but I honestly don't think that I have and if I was at risk of being days late why didn't the rep state this too me when I spoke to her on the phone? That has been my complaint and issue and that is integrity and honor and when those two things are missing then also the right to do what's honest and fair.Regards, [redacted]

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns.All DriveTime vehicles are thoroughly inspected and cleaned at DriveTime inspection centers prior to arriving at the dealershipProviding a vehicle that has not been properly cleaned is not in keeping with DriveTime’s set standards of serviceWe sincerely apologize for releasing the vehicle to our customer in the manner she described.On June 24, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a Chevrolet ImpalaIncluded you will find the Closed End Motor Vehicle Lease Contract for your reference.When a customer purchases a vehicle from DriveTime, they are provided with an [redacted] Vehicle History ReportThe [redacted] Vehicle History Report may indicate a prior accident record, a rental or government vehicle, registered in a storm area, and/or a theft recordOur customer was not provided with this report at the time of lease because this report is limited to customers who enter into a retail purchase agreement with DriveTime.At the time of lease, our customer signed and reviewed the attached Driver’s Seat Vehicle Return Agreement which states:"We will give you the ability to return the Vehicle to DriveTime and terminate this Lease Contract so long as you return the Vehicle: To the DriveTime dealership where you purchased it within one calendar day "On July 1, 2015, our customer contacted DriveTime’s Corporate Offices to inquire about returning her vehicleWe informed our customer that she was past her one day return period and we would not be able to administer a refund if the vehicle was returnedWe reminded our customer that she had entered into a Return Anytime Lease and referenced page 3, section 12, subtitle "Early Lease Termination" which states:"You may terminate (end) this Lease earlyTo do so, you must return the Vehicle to us and pay us the amount due at early end "At this time, we are unable to accommodate our customer’s requestsOn July 2, 2015, DriveTime’s Customer Relations Department reached out to our customer to discuss her concernsOur customer confirmed that on a recent visit to the DriveTime Dealership we vacuumed the vehicle and returned it to her in a satisfactory conditionOur customer requested to return her vehicle due to her dissatisfying experienceWe verified with our customer that her immediate issue had been resolved and informed her that if she chose to return her vehicle she would not receive a refund of her down payment.We apologize for any confusion or inconvenience this may have causedAs a goodwill gesture, DriveTime has applied a $credit to our customer’s account.DriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely, [redacted] **DriveTimeCustomer Relations

Thank you for bringing this matter to our attentionWe appreciate the opportunity to readdress our customer’s concernsWithout any new information, DriveTime is still unable to accommodate our customer’s request to be transferred into a different vehicleWe apologize for any confusion or inconvenience this matter may have caused.On January 19, 2015, our customer contacted Aeverex with noise concernsAeverex authorized our customer to take the vehicle to an out-of-network repair facility for diagnosis, as the closest in-network facility was over three hours away.On February 7, 2015, an out-of-network repair facility filed a claim with Aeverex for struts, a tie rod, alignment, a strut mount, front and rear links, and shocksA third-party inspector was called in to verify the failures on the vehicleAeverex approved the strut, inner tie rod, alignment, and strut mount repairs in full; however, as the inspector was unable to find any failures with the front and rear links or shocks, these latter repairs were deniedNo further claims have been filed with Aeverex at this timeAll DriveTime vehicles are thoroughly inspected at our DriveTime inspection centers prior to saleParts that fail inspection are replacedHowever, if a part is functioning at the time of inspection, there is no need to replace itAt the time of sale, our customer signed a Vehicle Inspection ChecklistOn this document 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 leasing.”Additionally, on page one of the Vehicle Inspection Checklist under “Maintenance Items,” it is stated:“ These maintenance items are subject to replacement only upon failure of the component...”On May 11, 2015, we contacted our customer and addressed her concernsWe encouraged our customer to take the vehicle to a repair facility to have the current issues diagnosedOnce a claim has been filed with Aeverex, we will review options to assist with any non-covered repairsDriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ###-###-####Sincerely, DriveTime [redacted] **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 Regards, [redacted] ***

January 5, Revdex.com Ph(602) 212-Fax (602) 263- Re: Complaint # [redacted] To Whom It May Concern: Thank you for bringing this matter to our attentionWe appreciate the opportunity to re-address our customer’s concernsAt time of sale, out customer opted to purchase a year/50,mile Vehicle Service Contract, attached for your reviewDriveTime does not advise our customer’s to cancel their Vehicle Service ContractIf the vehicle is in need of future repairs, the cost of those repairs will be the customer’s responsibilityOn January 5, we sent our customer the Aeverex Vehicle Service Contract Cancellation Application Form to her address on fileIf she would like to proceed with the cancellation, we request that she complete her portion of the application and return the form back to DriveTime so that we may complete her requestDriveTime has been unsuccessful in reaching our customer to better address her concerns and reach an amicable resolutionWe encourage her to contact our Customer Relations department at 800-965-for further assistanceWe apologize for any confusion or inconvenience this matter may have causedWithout any new information, DriveTime is still unable to accommodate our customer’s request to be placed into a different vehicleDriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at 800-965- Sincerely, Diana CDriveTime Customer Relations