DriveTime

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customers’ concerns. On December 28, 2010, our customer’s entered into a Retail Installment Contract with DriveTime when they purchased a 2008 Ford Taurus. Attached you will find the...

Retail Installment Contract for your reference. We have made several attempts to contact our customers to discuss their concerns, but have been unsuccessful. On September 24, 2014, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform our customers of our attempts to reach out to them. We encourage our customers to contact our Customer Relations department at ###-###-####, to discuss their concerns. As a goodwill gesture, DriveTime has mailed a $25 [redacted] gift card to our customers address. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,DriveTimeCustomer Relations

IF DRIVE TIME WILL NOT PUT ME IN A DIFFERENT VEHICLE I FEEL THAT THE $ 3000.00 EXTENDED WARRANTY TAKE IT OFF AN APPLY IT TO THE PAYOFF OF THE VEHICLE SINCE I KNOW THEY WILL NOT SEND ME A CHECK FOR THE AMOUNT OF THE EXTENDED WARRANTY THAT PAID FOR.  ONLY WAY TO RESOLVE THE ISSUE IS EITHER SEND ME A CHECK FOR THE AMOUNT OF THE EXTENDED WARRANTY OR PUT THE AMOUNT TOWARDS THE PAYOFF SINCE THE WARRANTY DOES NOT PAY FOR ANYTHING I HAVE THE RECEIPT OF THE REPAIRS ON THE IGNITION COIL I HAD TO PAY FOR.  IT WAS FIXED AT A CERTIFIED CADILLAC DEALERSHIP PERHAPS DRIVE TIME CAN REFUND MY MONEY ON THE REPAIRS  THANKS [redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. After receipt of the complaint on August 1, 2017, we attempted to obtain pictures of the recommended repairs to assist in our review of possible assistance. However, our customer...

left with the vehicle and the repair facility was unable to complete our request. On August 2, 2017, our customer returned the vehicle to DriveTime and removed the plate and tags. We contacted her on August 3, 2017, when she explained she is transferring the registration to another vehicle she will be financing at another dealership. At this time, DriveTime would not be able to review the denied claim for any possible exceptions as our customer has returned her vehicle. Additionally, we would not be able to accommodate our customer’s request to allow the return of the vehicle without any impact to her credit. This will be reported to the major credit bureaus as a voluntary surrender and there will be a deficiency balance remaining. A detailed explanation of the events which have transpired is below. Our customer’s purchase, which took place on February 4, 2017, included a 30-day / 1,500-mile DriveTime Limited Warranty, administered by SilverRock. Additionally, our customer elected to purchase a 5-year / 50,000-mile Vehicle Service Contract, also administered by SilverRock. Attached is the Contract, DriveTime Limited Warranty, and Vehicle Service Contract for your reference.There have been a total of three claims filed with SilverRock, by a repair facility, since the time of purchase. The first was filed on February 17, 2017 for the master cylinder, power steering pump, drive belt, and diagnostic fee. These repairs were covered under the DriveTime Limited Warranty and were completed at no cost to our customer.... (continued on attached)

Using the demographic information provided on our customer’s complaint, we were able to locate an account for her. Since October 28, 2016, there has only been one conversation documented with our customer, on September 14, 2017. During this phone call, our customer did not request any information...

from Bridgecrest, but advised she would be returning the vehicle. Our Credit Bureau Inquiry team has also reviewed our customer’s credit reporting trade line for potential inaccuracies. As there were no inaccuracies noted, there will be no updates to the information provided. We have sent our customer a credit reporting letter and a validation of debt letter that is attached for your reference. If our customer would like Bridgecrest to open an investigation into the possibility of fraud, she will need to submit a copy of a valid ID (driver’s license or passport), her social security card, and a police report or notarized identity theft affidavit. She may fax or email the requested documentation to [redacted]DriveTime has made several unsuccessful attempts to reach our customer. We have sent her a letter encouraging her to contact our Customer Relations department, at [redacted], to discuss her concerns further. We will continue our efforts to contact our customer in hopes of coming to an amicable resolution. ...(continued on attached)

January 16, 2016 [redacted] Revdex.com Ph. (602) [redacted] Fax (602) 263-0997  Re: Complaint # [redacted] Dear Ms. [redacted] Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. On January 8, 2016, our customer returned the vehicle to a DriveTime dealership to rescind the Simple Interest Retail Installment Contract, at that time: Our customer agreed to: Release the Vehicle to DriveTime possession DriveTime agreed to: Rescind the Simple Interest Retail Installment ContractDelete trade lines from all three credit reporting agenciesRefund full down payment of $600.00 to our customer At this time, the $600.00 refund of the down payment has been sent to our customer. Without any new information, DriveTime is unable to further assist our customer. We apologize for any inconvenience or confusion this matter may have caused. Should you have any questions or concerns, please contact us by calling us at [redacted] Sincerely, Justin M. DriveTime Customer Relations Department Tell us why here...

Please see the attached PDFOn January 4, 2017, we spoke with our customer to address the concerns in her complaint. We advised that due to DriveTime’s error, a duplicate title was ordered using our third party title agency. In addition, the DMV was working on processing the request for a duplicate...

title. However, because the DMV was behind due to the holidays, DriveTime has been unable to secure a duplicate title. Furthermore, we are unable to provide our customer with an estimated time of completion. DriveTime understands the significance of providing our customers with their vehicle’s title in a timely matter; every effort is made to expeditiously process these requests. We also understand that by not doing so can cause our customers unnecessary hardship. DriveTime takes these matters very seriously and we sincerely apologize to our customer for the underlying issues that caused the delay, and the further inconvenience this matter has caused. At this time, we do not have an estimated time we can provide our customer. However, DriveTime will continue to work diligently with the Virginia DMV and our customer in an attempt to expedite a resolution and reach amicable terms. We apologize for any confusion or inconvenience this matter has caused. As a goodwill gesture, DriveTime has sent a $50.00 American Express gift card to our customer’s address she provided. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, Brodie H.Customer Relations Department

[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,
[redacted]

Ms [redacted] you got all the documentation you need from me . I'm not even going to bicker back in forth with them because they know they are wrong from selling me a lemon . They just see how much is owed on it and want them money . All they did was wheel me in to purchase it and they got me now they want to stick and screw me . They might have gave you there little documentations . But look close and look at the months and the years all n the same year to this year . That how many times I called and I went to in network facilities to there's and others . Back in December I reported them the rust and car fax as well they avoided it because that's when I fell off the highway the car went by itself and I  hit my emergency brake to stop so I wont hit others . I mentioned that to them and reported it they still didn't do nothing and told me removing me from the car is not and option . That's also the same time I took the car to a repair shop to be diagnosed to see what's wrong  and they didn't process the payment for them repairs of the alignment the exhaust pipe until the next day . Had me at the shop for 4 hours waiting on them and they didn't even process the payment . In the process of all of that I was in pain in my back from when the car shifted to one side and hydroplaned. It wasn't even raining it was because the inner tie rod and more matienance problem car also had wiring problem car shut off on me before to . I reported that nothing was done as well . I feel I'm being taking advantage of . Something need to be done .

Re: Complaint # [redacted]Dear Ms. [redacted],Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concernsOn March 16, 2012, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2005 Hyundai...

Santa Fe. Attached you will find the Simple Interest Retail Installment Contract for your reference.At the time of sale, our customer reviewed and signed the included What You Need To Know About Financing a Vehicle with DriveTime document. On page 2, under subsection titled Payments, it states:"Your payments are due on the due date. There is no grace period…"On page 2 of our customer’s Simple Interest Retail Installment Contract, under section titled Payments, it states:"You jointly and severally agree to make all payments when they are due according to the payment schedule shown in the Federal Truth in Lending Disclosure Box on the first page of this contract."In addition, on page 4 under section titled Communications With You, it states:"You also agree that we may contact you at any address or telephone number you provide us…"On July 17, 2015, a third party dealership contacted DriveTime’s corporate offices to obtain a payoff quote for our customer’s vehicle. We provided a ten day payoff quote of $6,408.54, which was good until July 27, 2015.On July 18, 2015, a payment of $208.10 became due on our customer’s account. When our customers’ accounts fall past due, we make multiple daily attempts to make payment arrangements.On July 20, 2015, we made one attempt to call our customer’s personal phone number on file regarding her past due balance. An unauthorized third party answered the phone and informed us the vehicle had been traded in.On July 22, 2015, we made a second attempt to contact our customer’s personal phone number regarding her past due payment. An unauthorized party answered and informed us of the trade in and that the third party dealership would be paying the vehicle off. We made one additional attempt this day to contact our customer, but no further messages were left.On July 23, 2015, we made one attempt to contact our customer’s personal phone number regarding her past due balance. We left a message with an unauthorized third party to notify our customer to call us back.As of July 30, 2015, our customer’s account is twelve days past due with a past due balance of $208.10. A second payment of $208.10 will become due on August 1, 2015. At this time we are still awaiting receipt of the payoff check from the third party dealership. Our customer will remain responsible for payments on her account until the full payoff is received.We are unable to contact our customer to address her concerns per her request to cease and desist all outbound communication to her. As a result we will not be able to contact her if there are any further concerns with the payoff of her account. We encourage our customer to contact our Customer Relations Department at ###-###-####, for any further questions regarding this matter.We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has applied $25 to our customer’s principal balance.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,[redacted].DriveTimeCustomer Relations

On August 8, 2014, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2008 Chevrolet Impala from DriveTime. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation (Bridgecrest). Our customer...

agreed to make 125 bi-weekly payments of $170.48 beginning on August 30, 2014, with one final payment of $169.09 on June 15, 2019. Additionally, she elected to purchase a 5-year / 50,000-mile Vehicle Service Contract (VSC), administered by Aeverex. The VSC and Contract are attached for your reference. Bridgecrest offers a variety of loan modifications to our customers including payment extensions/ and deferments as well as due date changes. Prior to submitting for any due date changes, Bridgecrest strides to ensure our customer will be successful in maintaining payments after the modification period. This means our customers must provide new paystubs to validate they are being paid on days alternate to the scheduled due dates. Bridgecrest allows our customer to have one due date change throughout the life of the loan. However, as loan modifications are subject for review, exceptions can be made. Bridgecrest assisted our customer with a due date change in May of 2016 to ensure her pay dates aligned with her payment due dates. Bridgecrest spoke with our customer on January 24, 2017 to discuss the status of the account. She advised us that she is being paid on opposite weeks than her due dates. We explained to her that there could only be one due date change throughout the life of the loan. There were several more conversations between Bridgecrest and our customer throughout 2017. During these phone calls, our customer advised she was being paid on opposite weeks but did not inquire into a due date change. Although it was not requested, our representatives should have been proactive in offering to review for an exception to be made....(continued on attached)

December 28, 2015Revdex.comRe: Complaint # [redacted]Ms. [redacted]:Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. Parts...

that fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no need to replace it.On December 4, 2015, an in-network repair facility updated a claim with Aeverex for the repair of the interior trim and door latch. Aeverex covered the cost of the door latch repair for a total of $ 287.90 under the Drivers Seat Limited Warranty, but advised the interior trim was a non-covered component. On December 8, 2014, our customer contacted DriveTime in regard to the non-covered components. We advised our customer that we would request a copy of the claim from Aeverex to review for a possible exception to the Drivers Seat Limited Warranty. On December 10, 2015, DriveTime made an exception to the Drivers Seat Limited Warranty to cover the cost of the interior lights for a total of $ 112.77. On December 21, 2015, our customer contacted DriveTime in regard to concerns with the battery of the vehicle. We advised our customer that this would be considered as a maintenance item and would not be able to assist with the cost of this repair. On December 23, 2015, DriveTime contacted our customer in order to reach an amicable resolution. DriveTime advised our customer to send in receipts for the battery replacement paid out-of-pocket. Once these receipts are received, DriveTime will reimburse our customer for the cost of the battery replacement. As an additional good will gesture, DriveTime has applied a $25.00 credit towards our customer’s payment. Sincerely, DriveTime Customer Relations

Thank you for bringing this matter to our attention. We 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 dealership. Providing a vehicle that has not been properly...

cleaned is not in keeping with DriveTime’s set standards of service. We 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 2008 Chevrolet Impala. Included 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 Report. The [redacted] Vehicle History Report may indicate a prior accident record, a rental or government vehicle, registered in a storm area, and/or a theft record. Our 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 vehicle. We 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 returned. We 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 early. To 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 requests. On July 2, 2015, DriveTime’s Customer Relations Department reached out to our customer to discuss her concerns. Our customer confirmed that on a recent visit to the DriveTime Dealership we vacuumed the vehicle and returned it to her in a satisfactory condition. Our customer requested to return her vehicle due to her dissatisfying experience. We 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 caused. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s account.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,[redacted]DriveTimeCustomer Relations

I will be seeking a lawyer to further pursue this matter its really unacceptable and I shouldn't have to go through this hardship I should be compensated more than 50 dollars and I will be thanks for your time but I dont accept this response

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 do not agree with it because they cotacted me about something else. I understand that I signed all the papers because at the time everything seemed fine with the car, but now I fear every time I drive it sonething will happen and it will cayse an accident, my air back sensor is on so I do not feel safe in this car, I have to children and the air bags are not covered under warrenty. I am able to make a appointment to see whats going on but two of the problems are happening spontaneously so how will an inspector be able to see that? There are recalls on the car I have (12) but before looking at it they said there is one on my car and its the ignition switch. With full coverage insurance and seatbelts I still do not feel safe in this car, it stalls out of no where so hard that I feel like I been rear ended and mad a scene in rush hour traffic thinking I was hit the first time it happened and now that its happening more im thinking I wasnt even hit. It happens while im stopped at a light, it feels like uhh get hit from behind and the car jerks all the time and the sensor for the rpms goes up and down really fast. Drive time is doing nothing to helpvthis situation and just give me the run around. THIS CAR IS NOT SAFE! I will do whatever to make sure me and my kids are safe.Regards,[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.
Regards,
Kirstie [redacted] B[redacted]

(Please see attached PDF for full response)On October 13, 2016, we successfully made contact with the customer. Our customer relayed her situation in full and expressed frustration. We apologized and explained that DriveTime would like to offer the following resolution:DriveTime agrees...

to:·         We would refund the down payment of $1,100.00.·         We would refund one bi-weekly payment of $180.49, all other payments will be retained for use of the vehicle. In exchange, our customer agrees to:·         Release possession of the vehicle to DriveTime. Our customer declined this offer, as she felt the refund was insufficient for the frustration caused by her situation. Our customer stated that she will be starting a new job shortly, and as a desired resolution, would like DriveTime to fix the front tie rod end and replace the tires at no expense to her. We explained that we have requested the estimate to be sent to us from the warranty company with pricing for the repairs needed, and once that is received, will be able to review to see what assistance can be provided. On October 18, 2016, we successfully made contact with our customer. We explained that we had received the estimate and would like to offer to cover the repairs to the tie rod end, inner tie rod, catalytic converter, alignment, and rear tires in full for $862.64. Our customer accepted the offer and the call was ended on amicable terms.  We apologize for any inconvenience or frustration this matter may have caused. As a goodwill gesture, DriveTime has sent our customer a $25.00 [redacted] gift card. Should our customer have any additional questions or concerns in the future, we encourage her to contact our Customer Relations department at [redacted]. 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, Jessica H. Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concernsOn July 1, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2008 Chevrolet HHR. Our customer opted to purchase a 3 year/36,000 mile DriveCare Plus Protection Package. Attached you will find the Simple Interest Retail Installment Contract and DriveCare Plus Protection Package for your reference.All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no need to replace it. Page one of the Customer Delivery Checklist under Important Reminder, states:"Our focus of the multi-point inspection is primarily the safety and reliability of your vehicle…Please insure you are comfortable with the condition of the vehicle prior to purchasing."On August 2, 2013, Aeverex became the administrator of our customer’s DriveCare Plus Protection Package.On March 10, 2014, a repair facility filed a repair claim with Aeverex. The repair facility reported repairs needed for a battery, HVAC control assembly, and the blend door. Aeverex approved the HVAC control assembly and the diagnostic fee for a total of $386.11.In October of 2014, DriveTime temporarily ceased and purged all credit reporting to all three major credit bureau agencies. This cease was due to required system enhancements taking place in the manner DriveTime reports to the credit bureaus.Prior to the time of sale, our customer had a discharged Chapter 13 bankruptcy on her credit report. After a recent extensive review, we determined that there were serious questions about the ability to report bankruptcy accounts accurately. As a result, we were unable to report accounts with previously filed bankruptcies to ensure no inaccurate reporting occurs. The change was also required to ensure DriveTime complies with Fair Credit Reporting Act guidelines.At this time, DriveTime has found a resolution to accurately report accounts that have had a previous discharged bankruptcy. We have recently updated our customer’s credit reporting with all three major credit bureaus. This update should reflect on our customer’s credit reporting within 30-60 days.On July 31, 2015, our customer contacted DriveTime Customer Relations to discuss her concerns. We informed her of the recent update of her credit reporting and encouraged her to take the vehicle to a repair facility to be diagnosed for her mechanical concerns. Once a claim is filed with Aeverex, we can determine if the repairs are covered by the Vehicle Service Contract and review non-covered components for possible assistance.To date, no new repair claim has been filed with Aeverex. Without any new information, DriveTime is unable to accommodate our customer’s request.We have made several unsuccessful attempts to contact our customer to discuss her concerns. On August 10, 2015, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform our customer of our attempts to reach out to her. We encourage our customer to contact our Customer Relations Department at [redacted], to further address her concerns.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted].Sincerely,[redacted]DriveTime Customer Relations

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On April 14, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2012 Toyota Yaris. Attached you will...

find the Simple Interest Retail Installment Contract for your reference. On November 6, 2014, our customer requested that a full cease and desist be placed on his account, allowing for only letters and emails to be sent to our customer. On March 6, 2015, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform our customer to contact our Customer Relations Department at ###-###-#### to discuss his concerns. We have attempted to check our customer’s information under the Service Members Civil Relief Act website and have been unable to locate active duty status information. At this time, we are unable to accommodate our customer’s request to terminate his contract under the Servicemembers Civil Relief Act (SCRA). We ask that if our customer has documentation stating otherwise to please send this in for further review. As a goodwill gesture, DriveTime has mailed a $25.00 American Express gift card to our customer’s address on file. 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

September 2, 2014

[redacted]
Revdex.com
Ph. ###-###-####
Fax ###-###-####
Re: Complaint # [redacted]
Dear Ms. [redacted],
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On October 28, 2013,...

our customer entered into a Motor Vehicle Periodic Renewal Lease contract when she leased a 2006 Chevrolet Trailblazer. The Motor Vehicle Periodic Renewal Lease contract is attached for your reference.
On August 28, 2014, we reached out to our customer to address her concerns. She went over her experience involving the processing of the past due payment. This issue was due to switching banking information. She also discussed her attempt to cancel the pending repossession. We apologized for her experience and advised her that we appreciate her feedback. Our 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, 2013.
As a goodwill gesture, DriveTime has mailed a $25.00 [redacted] gift card to our customer.
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.
Sincerely,
[redacted]
DriveTime

February 15, 2016 Revdex.com Re: Complaint # [redacted] Dear Ms. [redacted] All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no...

need to replace it. On April 6, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2007 Nissan Xterra. Our customer also purchased a 5 year/50,000-mile Vehicle Service Contract, administrated by [redacted] On December 15, 2015, an in-network repair facility updated a claim with Aeverex for the repair of the timing chain, timing chain tensioner and upper guide. Aeverex approved the cost of these repair for a total of $990.73 under the Vehicle Service Contract. On February 9, 2016, an in-network repair facility updated a claim for the repair of the fan clutch and serpentine belt. Aeverex approved the cost of these repairs for a total of $356.88 under the Vehicle Service Contract. At this time, DriveTime is unable to accommodate to our customer’s request to return the vehicle and rescind the Simple Interest Retail Installment Contract. We encourage our customer to have the vehicle taken to an in-network repair facility to be diagnosed for any mechanical concerns for further review.  Once an updated estimate is received, DriveTime will be able to further review for our customer. DriveTime has made multiple attempts to contact our customer to reach an amicable resolution. We encourage our customer to contact our customer relations department at [redacted] As a good-will gesture, DriveTime applied a $25.00 credit to our customer’s principal balance. We apologize for any inconvenience or confusion this matter may have caused. Should you have any questions or concerns, please contact us by calling us at [redacted]. Sincerely, Customer Relations Department Tell us why here...