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DriveTime Reviews (1296)

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User Reviewer2121445 time 27.11.2016

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On July 20, 2013, our customer entered into a retail installment contract when she purchased a 2005 Mazda Mazda3. The loan came with a 3 year/36,000 mile limited...

warranty, administered by Aeverex. The retail installment contract and the limited warranty agreement are included for your reference.
We have been in contact with our customer and have reached an amicable resolution. We have agreed to reimburse our customer for her repairs, once she is able to provide a copy of her paid receipt(s). The repairs include; caliper, fuel injection cleaning, power steering service, and transmission fluid flush.
As a goodwill gesture, DriveTime credited $25.00 principal only payment to our customer’s account.
DriveTime thanks the Better Business Bureau for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ***-***-****.
Sincerely,
********* **
DriveTime
Customer Relations


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User Reviewer2121967 time 27.11.2016

***** **** ***** December 17, 2015Better
Business BureauPh.
(602) 264-5299Fax
(602) 263-0997  Re: Complaint
# ********Ms. ***** Thank you for bringing
this matter to our attention. We appreciate the opportunity to address our...

customer’s
concerns.On February 28, 2015, our
customer entered into a Simple Interest Retail Installment Contract with
DriveTime when she purchased a 2010 Chevrolet Malibu. Attached you will find
the Simple Interest Retail for your reference. When an account becomes
delinquent, DriveTime will attempt to contact the customer to aid in curing the
delinquency. One way to do this is by setting a “promise to pay.” When a
customer sets a promise to pay, collection efforts cease until the promise to
pay date. However, a promise to pay cannot be made more than two weeks in the
future without manager approval. On December 2, 2015 we contacted
our customer in an attempt to cure the delinquent balance. At that time, the
account was 2 days past due. Our customer advised DriveTime she was unable to
make her regularly scheduled payment and would need to make a double payment at
the end of December. We asked if our customer would be able to make weekly
payments of $100 instead. Our customer was unable to meet this request. We
advised our customer collections attempt would continue.  On December 7, 2015, we
contacted our customer again in an attempt to cure the delinquent balance. Our
customer advised she had already made payment arrangements with the last
representative. We advised our customer that while we do notice the previous
notations, we are unable to make payment arrangements more than two weeks in
advance. At this time, our customer is
currently 14 days past due. DriveTime has made multiple attempts to contact our
customer in regards to her concerns. Attempts to contact our customer will
resume in order to come to an amicable resolution. As a goodwill
gesture, DriveTime has set a manager approved promise to pay for $1,011.44 on
December 31, 2015. We apologize for any inconvenience or confusion this matter may have
caused. DriveTime has applied a $25.00 credit towards our customer’s principal
balance. DriveTime thanks the Better Business
Bureau for their ongoing support. Should you have any questions or concerns,
please contact us by calling us at ************* Sincerely, Camille R. DriveTimeCustomer
Relations


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User Reviewer2121461 time 27.11.2016

May 30, 2014
 
0in 0in 0pt;">Lyndsey Mullens
Better Business Bureau
Ph. ###-###-####
Fax ###-###-#### 
 
Re: Complaint #********
    
Dear Ms. Mullens,
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customers’ concerns.
 
On May 9, 2013, our customers entered into a Simple Interest Retail Installment Contract when they purchased a 2011 Chevrolet Aveo. Our customer, the co-buyer, also signed a “Notice to Cosigner,” which discussed his responsibility on the loan.  Included you will find the Simple Interest Retail Installment Contract and “Notice to Cosigner” for your reference.
On May 29, 2014, DriveTime reviewed all recorded conversations with our customers between May 17, 2014 and May 24, 2014 to ensure the quality of service. We found the following to be true:
·         On May 20, 2014, our customers’ account was three days past due.  A courtesy call was placed to our customer, the co-buyer, who advised us we would need to speak with his wife, the buyer.
·         On May 22, 2014, our customers’ account was five days past due.  A courtesy call was placed to our customer, the co-buyer, and we were advised we should speak to his wife, the buyer.  We advised our customer that he is equally responsible on the loan as the co-buyer.
·         On May 24, 2014, our customer, the buyer, contacted us.  She stated the agent who had spoken to the co-buyer had threatened their family.  This was the first contact we had with the buyer since our customers’ account had become delinquent.
The actions described in our customers’ correspondence are clearly not in keeping with DriveTime's set standards of service and support.  DriveTime strives to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respect.  Our collections department is designed to work with the customer as well as collect delinquent payments.
We have made several attempts to reach our customers to address their concerns, but have been thus far unsuccessful.
As a goodwill gesture, DriveTime has applied a $25 credit to our customers’ principal balance.
                      
DriveTime thanks the Better Business Bureau for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.
 
Sincerely,
 
******** *****
DriveTime
Customer Relations


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User Reviewer2121977 time 27.11.2016

September 14, 2015

justify;"> 
Better Business Bureau
Ph. (602) 212-2232
Fax (602) 263-0997 
 
Re: Complaint # ********
 
To Who It May Concern:
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
 
On February 7, 2014, before purchasing a vehicle with DriveTime, our customer filed for Chapter 7 bankruptcy. This bankruptcy was discharged on May 27, 2014.
 
On March 25, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2007 Ford Edge. Attached you will find the Simple Interest Retail Installment Contract for your reference.
 
In October 2014, DriveTime temporarily ceased credit reporting to all three major credit bureau agencies. This cease was due to required system enhancements taking place in the manner DriveTime reports to the credit bureaus. We have completed the necessary updates with the three major credit bureaus, and they have uploaded our customers’ account information for public viewing.
 
We understand the importance of building and maintaining a credit score. We also understand the importance of accurately reporting credit activity, and that is why DriveTime has made the effort to complete these system enhancements.
 
After a recent extensive review, we determined that there were serious questions about our ability to report bankruptcy accounts accurately. As a result, we were temporarily unable to report accounts with previously filed bankruptcies, in order to ensure no inaccurate reporting occurred. This change was also required to ensure DriveTime was in compliance with the Fair Credit Reporting Act.
 
At this time, DriveTime has found a resolution to report accurately for accounts that have had a previously discharged bankruptcy. This update should reflect on our customer’s credit reporting within 30-60 days. We will be reinstating these trade lines with Experian, Equifax, and TransUnion.
 
We have attempted to contact our customer to discuss his concerns. We encourage him to contact our Customer Relations Department at 800-965-8043, to discuss his concerns further.
 
We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principle balance.
 
DriveTime thanks the Better Business Bureau for their ongoing support. Should you have any questions or concerns, please contact us by calling us at 800-965- 8043.
Sincerely,
 
**** **
DriveTime
Customer Relations


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User Reviewer2121725 time 27.11.2016

September 27, 2016
 
Better Business Bureau
Ph. (602) 212-2232
Fax. (602) 263-0997
 
Re: Complaint #********
 
To Whom It May Concern:
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns.
 
After further review, we have offered out customer a settlement with the following terms:
 

Pay our customer $4,497.98.
Waive our customer’s deficiency balance.
Delete her trade line from the three major credit bureaus.
Our customer will return the vehicle to us.
We will do no further business with each other.
 
Our customer has accepted this offer.
 
We thank the Better Business Bureau for their ongoing support. Should you have any questions or concerns, please contact our Customer Relations Department at 800-965-8043.
 
Thank you,
 
Jeremy N.
Customer Relations


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User Reviewer2122237 time 27.11.2016

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On December 20, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2012 Ford Fusion. Attached you will...

find the Simple Interest Retail Installment Contract for your reference. On February 9, 2015, our customer contacted DriveTime to review options for paying off his loan. We advised our customer that if he wished to cancel the three optional products he had opted to purchase at the time of sale—the Vehicle Service Contract, GAP Coverage, and SkyLink Service (GPS)—he would receive pro-rated refunds  to his account for each of these products. Our customer stated he would wait for these refunds to post to his account and then call DriveTime to find out the amount due to pay off his loan. We advised our customer of the processes for cancelling each of the optional products. On February 20, 2015, our customer contacted DriveTime to cancel the optional products mentioned above. We advised our customer of the proper channels through which he could cancel these products. On February 23, 2015, our customer contacted DriveTime and advised he would be paying off his loan. Because our customer stated he had already cancelled the optional products, he inquired into whether he would receive the pro-rated refunds directly. We advised our customer that refund checks would be sent to him if he were to pay off the loan. Later that day, our customer’s loan was paid in full. On February 24, 2015, our customer contacted DriveTime to check on the status of his refunds. We advised our customer we would refund him for the products once the refunds posted to his account. On March 7, 2015, our customer contacted DriveTime for an update on the optional product refunds. We advised our customer we would research the status of these refunds and encouraged him to follow up the following Monday. On March 12, 2015, our customer contacted DriveTime and was advised that Aeverex—the administrator of the Vehicle Service Contract and GAP Coverage—had never received his cancellation form. We encouraged our customer to contact Aeverex to complete the cancellation of these optional products and advised him the Skylink Service was in the process of being cancelled, as well. On March 17, 2015, our customer contacted DriveTime to find out when he would receive his refunds. We advised our customer that because he had just cancelled the products, the refunds would take some time to process. On March 26, 2015, our customer contacted DriveTime with concerns that while he had received his refund for the Vehicle Service Contract, he had still not received his refunds for the GAP Coverage and SkyLink Service. We advised our customer that we would cut checks in-house for these refunds and would send them to him via certified mail once they were ready. On April 9, 2015, DriveTime attempted to contact our customer regarding a clerical error that had occurred with his refund checks. Unbeknownst to DriveTime’s Accounts Payable department, both of the refund checks had already been processed for our customer; the checks that had been cut in-house were then cancelled to avoid a double payment. We were unable to reach our customer to communicate this error to him. On April 24, 2015, our customer contacted DriveTime to find out why there was a stop-payment on a refund check he had received. We advised our customer of the information above and offered to reach back out to him with more information. Our customer declined this offer and advised we could contact his attorney going forward. Per our records, our customer has cashed the refund checks for both the Vehicle Service Contract and the GAP Coverage. While we show that our customer’s refund check for the SkyLink Service was mailed to him on March 27, 2015, our systems do not indicate that the check has been cashed. On April 30, 2015, we cancelled the active refund check for the Skylink Service and reissued a check request for $457.93 that was to be cut in-house and overnighted to our customer. Our customer should have received this check no later than Tuesday, May 5, 2015. The same day, we contacted our customer and addressed his concerns. We advised him of the above information and encouraged him to contact DriveTime’s Customer Relations Department at ###-###-#### with any further questions or concerns. On May 1, 2015, we received a letter of representation from an attorney in regards to our customer. Moving forward, all outward correspondence from DriveTime will be directed towards our customer’s attorney. On May 4, 2015, we spoke to our customer’s attorney and asked him to provide us with confirmation that our customer had received his check. Our customer’s attorney advised he would contact us once he had received correspondence from our customer in regards to this matter. At this time, we are unable to accommodate our customer’s request of a $5000 check for his hardship. As a goodwill gesture, DriveTime has mailed a $25 American Express gift card to the address on file.DriveTime thanks the Better Business Bureau for their continued support. If you have any questions, please contact us at ###-###-####. Sincerely,******** *.DriveTime Customer Relations


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User Reviewer2120707 time 26.11.2016

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns On January 15, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2007 ************* * ****** The vehicle...

came with a 30 day/1,500 mile DriveCare Limited Warranty, administered by *******. At the time of sale, our customer opted to purchase a 5 year/50,000 mile Vehicle Service Contract, also administered by *******. Attached you will find the Simple Interest Retail Installment Contract, DriveCare Limited Warranty Agreement, and Vehicle Service Contract for your reference. On February 6, 2015, our customer contacted ******* with concerns about the shocks on the vehicle. ******* referred him to an in-network repair facility to have the vehicle diagnosed. On February 11, 2015, an in-network repair facility filed a claim with ******* for the passenger and driver side front and rear lower control arms, suspension diagnosis, and alignment. ******* approved these repairs and fees in full under the terms of the DriveCare Limited Warranty. On March 6, 2015, our customer contacted ******* with concerns that the vehicle had stalled. ******* referred him to an in-network repair facility to have the vehicle diagnosed and advised they would reimburse up to $75.00 for tow costs under the terms of the Vehicle Service Contract. Later that day, an in-network repair facility filed a claim with ******* for the crank sensor, intake runner control, and fuel delivery pump. The fuel delivery pump was approved under the terms of the Vehicle Service Contract, but as the crank sensor and intake runner control are not covered components, these repairs were not approved. No further claims have be filed with ******* at this time. We have made several unsuccessful attempts to contact our customer and address his concerns. On August 17, 2015, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform him of our attempts to reach out to him. We encourage our customer to contact our Customer Relations department at ###-###-####. We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has applied a $25.00 credit toward our customer’s principal balance. DriveTime thanks the Better Business Bureau for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, ******** **DriveTime Customer Relations


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User Reviewer2164230 time 26.11.2016


I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.On December 13, 2014, my Mother and I visited the Drive Time showroom in Conway, SC. Following is a detail description of the problems I encountered.  Last year I went through bankruptcy. It was a difficult decision at my age but it had to be done. I lost my car in the bankruptcy because the payments were too high for me to afford. I had been paying on my car since 2008, when I bought it, but the finance company said I still owed over $11,000. I had already paid over $25,000 for it, and they still insisted that I still owed them over $11,000.  The price of the car when I bought it was $13,000. Since declaring bankruptcy, I had received about 10 offers to come to other dealers and they would assist me with credit terms and buying a new/used car. The Drive Time showroom was close to our homes, and so we stopped in there.  When I sat down at the desk of the Salesman, ****, I told him that I wanted to explain some things to him that may assist in knowing what I was looking for in a car. I explained the following to him as I sat down.  I told him I wanted to make sure that he had a very clear understanding of my situation.  1. I had just gone through bankruptcy which discharged in July, 2014.
2. I had to give up my car in the bankruptcy, because the finance company put me in a payment that was way over what I could pay. The payment was $328. He asked me what kind of payment I was thinking of, and I told him, around $200.00. I explained that I had gotten offers from different dealers that said they would assist me in getting into a car and give me some relief on the payment.
3. I told him that I was disabled and I was only paid once per month in the amount of $1,674. That did not allow me much to put into a car because I had to pay rent, utilities, RX’s, etc.
4. I told him I hadn’t had a car for over a year. My home was close to my Mother and sister, and they took me when I needed to go somewhere. However, I was moving and would no longer be close so they could give me a ride.
5. I was also planning to leave in a couple days to go and spend Christmas with my daughter and her family in New York, and needed a reliable car. Instead of renting one, I decided to put a down payment on a car that I could keep.After going through these points, **** said he would go and get a few cars for me. He pulled up several cars and I looked at them. He told me that I couldn’t afford one of them. One was smaller than what I wanted. I asked if he didn’t have anything else, as there was a lot full of cars. He said he thought he had another one. He came back with a 2007 Ford Escape. I looked it over, and really wasn’t impressed with it. However, it was the size I wanted, so I took it for a drive and decided to take it. It wasn’t until I sat down with one of the manager’s (*****) that I found out the price. I told him that it was too high, but he talked me into taking it. They said that after 4 years, I could get the payment lowered. Also, when signing the agreement, ***** gave me a stack of papers. He told me where to sign and initial, and gave a brief explanation, ie, “This just means…”.  For the mound of papers that were signed, he whipped right through them. There was no time to read the entire package.  I thought everything was ok. It wasn’t clean and shiny, but I really needed a car. On the way North, I started noticing things. I stopped for gas and the gas tank would not accept the gas. It kept stopping like it was full.  Every time I stopped for gas, it took me 10 times as long to fill it as it would a regular car.  Other people seeing me having difficulty tried too, but they had the same problem. I began to notice other little things.  I was told several times from other motorists that my rear drivers side tire was low. As I found out, the vehicle was sold to me with a slow leak in the tire. Also, there was only a vanity key, no key that would open all the doors and no remote. Being disabled, this is a big problem. The weather was below zero, with high winds, so that became a problem. Another problem was that the check engine light always stayed on. I kept looking for the cruise control, because I was told this car had it. I told them it was a deal breaker since I was travelling. There was also no light in the back/trunk area. Then the weather stripping came off on the back seat passenger’s side door. I was having a difficult time believing that they sold this car to me in the shape it was in.  When I returned from New York, I had bronchitis and my Mother had pneumonia. I was also moving to a smaller condo the end of the month, so there was really no time to take the car to be fixed. Because I bought it from Drive Time, I couldn’t take it just anywhere to be fixed. I had to call a toll-free number and tell them what was wrong. I did so, in February, after I moved. They told me that they would only repair the gas tank. All of the other things were past the 30day/15,000/mile warranty. (I told them where I was going, but they never said that it would void the warranty). So my warranty expired even before I returned from my trip. We got back later than we wanted to, but my Mother was hospitalized in NY, for the pneumonia. When I was told that they wouldn’t fix the other things, it started to make me feel like I had made a big mistake. After all, I was paying $350/month, for a car that was in disrepair.  I started to have trouble making the payments, which I told them several times, were too high. Even the insurance I got through Drive Time was over $150/month. My driving record is spotless, but I was told since I hadn’t had insurance for a year is why it was more expensive. I didn’t have a car for almost 2 years, so why would I have car insurance? So just for my car payment and insurance, I was paying over $500/month.  I was unable to sleep for worrying what I could do. Every month I fell deeper into debt. I had been trying for a year, since the bankruptcy to get my credit back in good standing, but I was going backward. So, I decided to take the car back to Drive Time. I walked into the dealership and told *****, one of the managers, my problem. He went and got a form for me to sign to turn the car back in to Drive Time. ***** told me that by signing that form, the payments would stop. I also ask him if it would affect my credit. He told me that since I turned it back within 6 months, that they would do a “rewind” or something. I am not exactly sure of the terminology he used but that is basically how he described it. I asked him if I could get back my down payment. I had $2,500 left to my name and put it all down on the car. He said no, they did not do that. He called the main office and asked them, and put it on speaker so I could hear, and they said the same thing. So, I basically paid over $4,000 for the four months I had the car. I hated to turn it in because I need a car. But with me questioning him, I felt assured there would be no repercussions. My Mother was with me every time I visited Drive Time and she heard all my conversations with them. So you can imagine my surprise, when a week later I received a call from their corporate office asking me if I wanted the car back. I told them not unless the price was adjusted. (I had already looked up the value of that specific car on Kelley Blue Book. KBB said that if it was being sold by a dealer as a used car, the 2007Ford Escape was worth approximately $3,000-$4,500, IF it was in good condition.) They told me that if I didn’t take it back that it would be sent to auction, and sold. Whatever was left on the loan, I would have to pay. I told the woman who called that I was told there would be no further money owed to Drive Time. I also wondered why they were taking it to auction, instead of fixing it and reselling it to someone like they did to me. My loan was for $10,000 plus interest for a car that was only worth $3-4.000. I feel as though they were trying to pass off an inferior vehicle to an unsuspecting customer. I believe that all of the problems that I mentioned should have been fixed before the car was sold. I have bought numerous cars in my life, but have never been sold one that had a list of problems.I have returned the vehicle. They have their property back. I have paid much more than I should have for an inferior vehicle. I was told when returning the vehicle that I just had to sign a form to turn the car back to Drive Time. Even though I asked several times, I was told that it was all I needed to do. There was never any discussion of any detrimental effects to me by turning the vehicle back to Drive Time even though I ask several times if there would be any repercussions. I feel they were negligent for selling an inadequate vehicle. The whole experience has left me feeling that they took advantage of me. In summary, I would like to be released from any further dealings with Drive Time and no adverse entries added to my credit report. I hope this gives you an idea of my situation. If you have any questions, or need further information, please contact me at the places shown below.PS In the letter that they sent to BBB, they said that they had sent a “Notice of Intent” letter, but as of now, I have never received it.
Regards,
***** ********


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User Reviewer2164234 time 26.11.2016


I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
We absolutely do not accept the response from Drivetime. Mainly due to the inaccuracies stated by the business. The dates are completely wrong and they have only started contacting us as of YESTERDAY April 13th 2015. Any correspondence that has taken place besides the response to our BBB complaint, has been one sided and made by us. The $100.55 payment in question was derived from the March 6th auto scheduled payment.....WE called about it the following week when we received NSF fees on our account. And they had no problem accepting our 3rd payment totaling $305.55 on March 20th 2015. The dates that have been given by the company are inconsistent with my pay dates, which is something that was told to the company when we received the vehicle. Why would you accept further payments from someone who owes from the last payment and not apply it to the outstanding balance?? Also, now they are willing to drop the $100.55 balance when that's ALL we asked for to begin with!!! It took going to this level for them to be reasonable? So that tells me they could truly careless about their customers or their business.....they care more about a bad rating from the BBB, which is sad and disappointing. We have since had to get another vehicle from a different company and incur another Down Payment. In the time we dealt with Drivetime from January 31st to our last payment on March 20th, we have spent a total of over $1800.....in less than a 60 day period!!! Lease or not, that is absurd!! How is this legal, seriously? And all over $100.55!!!!!
Regards,
**** *****


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User Reviewer2120971 time 26.11.2016

April 28, 2015 Lyndsey MullensBetter Business BureauPh. ###-###-####Fax ###-###-####  Re: Complaint # ******** Dear Ms. Mullens, 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. DriveTime’s approval process is subject to several factors: down payment, income level, proof of residence, etc. We encourage all our customers to thoroughly review all contract paperwork before signing the contract. On January 16, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2009 Mazda 6. Our customer opted to purchase a 5 year/50,000 mile Vehicle Service Contract, administered by *******. At the time of sale, she signed an Optional Products Disclosure stating she understood the Vehicle Service Contract was optional at an additional price. Attached you will find the Simple Interest Retail Installment Contract, Vehicle Service Contract, and Optional Products Disclosure for your reference. On page one of the Customer Delivery Checklist under Important Reminder, it is stated:“Our focus of the multi-point inspection is primarily the safety and reliability of your vehicle…Please insure you are comfortable with the condition of the vehicle prior to purchasing.”At the time of sale, our customer signed and dated the Customer Delivery Checklist. Attached you will find this document for your review. On March 4, 2015, our customer contacted ******* regarding a no-start issue with the vehicle. ******* referred our customer to an in-network repair facility to have the vehicle diagnosed. On March 7, 2015, an in-network repair facility filed a claim with ******* for an engine replacement. All repairs and diagnostic fees were approved in full under the terms of the Vehicle Service Contract (VSC). Our customer was responsible for a $100 deductible, since she was outside the initial 30 day and 1,500 mile limited warranty. On April 7, 2015, our customer contacted ******* with concerns about transmission issues and the vehicle jerking while in operation. ******* referred our customer to an in-network repair facility to have the vehicle diagnosed, and as a goodwill gesture, they agreed to waive the deductible if the repairs were covered under the VSC. To date, no further claims have been filed with *******. On April 21, 2015, we contacted the authorized third party on our customer’s account and addressed his concerns. We are currently working towards an amicable resolution. The authorized third party has agreed to take the vehicle to a repair facility for further diagnosis. Once a claim has been filed with *******, we will review options to assist with any non-covered repairs that may be needed. As a goodwill gesture, DriveTime has applied $25 to our customer’s principal balance. DriveTime thanks the Better Business Bureau for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, ******** **DriveTimeCustomer Relations


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User Reviewer2120463 time 26.11.2016

To Whom It May Concern:

0in 0pt; text-align: justify;">
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
DriveTime encourages our customers to research all aspects of the vehicle, including the purchase price, prior to purchasing. Our customers have the option to place a deposit on a vehicle they are interested in, in exchange DriveTime will hold the vehicle until the customer is ready to purchase. If our customers decide not to purchase the vehicle, the deposit placed to hold the vehicle is fully refunded in the form it was paid.
On December 12, 2015, our customer placed a deposit of $200.00 on a vehicle he was interested in purchasing.
On December 19, 2015, our customer opted to cancel the hold on the vehicle he was interested in.
When a deposit is placed on a vehicle with a credit card and is later cancelled, DriveTime requires our customers to return to the dealership, with the credit card used, so a full refund can be processed.
On January 11, 2016, DriveTime contacted our customer and advised him to visit our local lot, with the credit card used to place the hold on the vehicle, so DriveTime may provide him will a full refund of his deposit.
At the time our customer opted to cancel the hold, our local lot representatives were unaware that he had placed the hold on the vehicle using a credit card. Thus, our customer’s refund was not processed at that time the cancellation took place.
We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has sent our customer a $25.00 American Express gift card to the address provided.
DriveTime thanks the Better Business Bureau for their ongoing support. Should you have any questions or concerns, please contact us by calling us at *************

Sincerely,

Diana C.
DriveTime Customer Relations


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User Reviewer2121751 time 26.11.2016

We would have gladly taken our trade back however they had already gotten rid of our vehicle. Again forcing us to stay in the vehicle we signed the contract on. We could not have taken that $800 and gotten a vehicle anywhere else and also they did not take into consideration that they drove the vehicle from Gainesville, FL to orlando and that an employee was driving the vehicle. So therefore we were considered over mileage when we returned in less than a week. We have definitely learned our lesson and will not steal with this company again. Again the company refuses to accept responsibility won't even apologize, just placing blame. Not good customer service at all


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User Reviewer2164248 time 26.11.2016

Good Morning *******,I just got off the phone with Ms. ***** of an update from her bank.  On March 24, Ms. ***** and I did a three way call with her bank. We provide a reference number from our bank, indicating we refunded her funds to her bank. The bank needed to do further research on their end.  Today, Ms. ****** informed me her bank located the funds, $1,000, that we had credited to her account in mid-February.  I advised Ms. ***** that I would notify the BBB that we resolved this matter. Thank you,**** *****


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User Reviewer2121001 time 26.11.2016

April 16, 2015

text-align: justify;"> 
Lyndsey Mullens
Better Business Bureau
Ph. ###-###-####
Fax ###-###-#### 
 
Re: Complaint # ********
 
Dear Ms. Mullens,
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
 
On October 24, 2011, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2008 Chrysler Town & Country. Attached you will find the Simple Interest Retail Installment Contract for your reference.
 
In October 2014, DriveTime temporarily ceased credit reporting to all three major credit bureau agencies. This cease was due to required system enhancements taking place in the manner DriveTime reports to the credit bureaus. We have completed the necessary updates with ******** and *******, and they have uploaded our customers’ account information for public viewing. We anticipate the enhancements with Transunion will be completed no later than the end of May.
 
We understand the importance of building and maintaining a credit score. We also understand the importance of accurately reporting credit activity, and that is why DriveTime has made the effort to complete these system enhancements.
 
According to our records, we are reporting our customer’s information accurately to the three major credit bureaus at this time. On April 15, 2015, we sent a credit rating letter with our customer’s account information and credit standing to the address on file. This letter can be used as a reference by potential creditors, should our customer need to apply for credit.
 
On April 16, 2015, we attempted to contact our customer to discuss her concerns. We will continue our efforts to get in touch with her. We encourage our customer to contact our Customer Relations department at ###-###-####.
 
At this time, we are unable to accommodate our customer’s request for DriveTime to remove her account from her credit reporting. We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, DriveTime has credited $25 towards her principal balance.
 
DriveTime thanks the Better Business Bureau for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.
 
Sincerely,
 
******** **
DriveTime
Customer Relations


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User Reviewer2121261 time 26.11.2016

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On May 11, 2009, our customer entered into a Simple Interest Retail Installment contract with DriveTime when he purchased a 2006 Ford F150. Attached you will...

find the Simple Interest Retail Installment for your reference. We have made several unsuccessful attempts to contact our customer. On October 22, 2014, 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 him. We encourage our customer to contact DriveTime at ###-###-####, to address his concerns.
After becoming aware of our customers’ concerns, DriveTime researched the manner in which we are reporting on their credit history. At this time, we are reporting accurately as a "paid charge off" to all three (3) major credit bureau agencies.
As a goodwill gesture, DriveTime has mailed a $25 ******** ******* gift card to our customer’s address on file.
DriveTime thanks the ****** ******** ****** for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.
Sincerely,
DriveTime
Customer Relations


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User Reviewer2122033 time 26.11.2016


I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The reason we have rejected the business response is because they stated that after they gave us a $100 credit to apply towards our first payment that we were satisfied with that resolution. We are not satisfied with it at all! This was the only resolution offered to us. After speaking with the general manager at the drive time location, we were told we either take the $100 credit or return the vehicle and it would be a voluntary repossession. We had to take the credit because it was our only option. We don't want this vehicle nor do we want to do business with drive time at all at this point. 
Regards,
******* ******


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User Reviewer2122547 time 26.11.2016

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
At this time, DriveTime has reached out to our customer and come to an amicable resolution.  We have authorized our customer to exchange her vehicle for a different one of her choosing.
DriveTime thanks the Better Business Bureau for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ***-***-****.
Sincerely,
**** **
Customer Solutions Analyst


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User Reviewer2120761 time 26.11.2016

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On February 03, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2005 Toyota Camry. Attached you will...

find the Simple Interest Retail Installment Contract for your reference. On July 06, 2015, our customer contacted DriveTime stating she received an insurance check for repairs on her vehicle. Our customer informed DriveTime she deposited the check into her bank account but now the bank is holding the funds until a representative from DriveTime can go into the bank to endorse the check. We informed our customer we are unable to accommodate her request, as she would need to send the check to DriveTime for proper endorsement. Once DriveTime receives a repair invoice, before and after photos of the vehicle, and confirmation from of completed repairs, DriveTime would then be able to endorse the check and send it directly to the repair facility that completed the work. If there were any remaining balance from the insurance check, DriveTime would apply the funds directly to our customer’s principal balance. Please refer to page two (2) of the Simple Interest Retail Installment Contract, under the section labeled Security Interest, it states: "To secure your obligations, you give us a "first priority" security interest in the Vehicle, all accessions, attachments, accessories and equipment placed in or on the Vehicle and all proceeds of the Vehicle…" At this time, DriveTime is unable to send a representative to our customer’s bank to endorse the insurance check. Our customer would need to dispute with her financial institution that accepted the insurance check without the proper signature from both parties. If our customer choses to return her vehicle, she would still be responsible for the remaining principal balance of her loan. It would also have a negative impact on our customer’s credit reporting and would report as a voluntary repossession. As a good-will gesture, DriveTime has applied a $25 credit towards our customer’s principal balance. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, ******** *.DriveTime Customer Relations Department


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User Reviewer2121537 time 26.11.2016

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On March 18, 2014, our customer entered into a Closed End Motor Vehicle Lease with DriveTime, when she leased a 2004 Dodge Durango that came with a limited warranty...

administered by Aeverex. Included you will find the Closed End Motor Vehicle Lease and the Life of Lease Limited Warranty agreement for your reference.
On April 2, our customer contacted Aeverex regarding her vehicle making a noise while turning. Aeverex referred our customer to the nearest repair facility to have the vehicle diagnosed.
On April 3, the repair facility contacted Aeverex recommending the lower ball joints, rotors and brake pads be replaced and to have an alignment performed. The lower ball joints were covered per the limited warranty and the alignment was covered as an exception through Aeverex. The repair facility determined the brake pads and rotors are a noise concern and are not a failure. The 30 day/1,500 mile limited warranty excludes all noise concerns
On April 12, our customer contacted Aeverex stating her vehicle was still making a noise while turning. Aeverex referred our customer to the nearest repair facility to have the vehicle diagnosed.
On April 16, the repair facility contacted Aeverex recommending the wheel bearings be replaced. The wheel bearings were approved per the limited warranty, however our customer did not return the vehicle to the repair facility to have the repairs completed.
 
On April 18, our customer contacted us requesting a rental vehicle. We informed our customer the Life of Lease Limited Warranty agreement does not provide rental assistance.
On April 19, our customer contacted Aeverex requesting to have the vehicle repaired at an out of network repair facility. Aeverex informed our customer of the $200 deductible required when utilizing an out of network vendor. The deductible requirements are listed on page one of the Life of Lease Limited Warranty agreement. A copy of the Life of Lease Limited Warranty agreement has been included for your review.
On April 19, the out of network repair facility contacted Aeverex recommending the wheel bearings and lower ball joints be replaced and to have an alignment performed. The claim was fully approved per the limited warranty agreement.
We have made several attempts to contact our customer to address her concerns, but have thus far been unsuccessful.
DriveTime and our vendors strive to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respect. We apologize for any inconvenience or confusion our customer may have received. At this time, DriveTime is unable to accommodate our customer’s request.
As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s account.
DriveTime thanks the Better Business Bureau for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ************.
Sincerely,
*******
DriveTime
Customer Relations


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User Reviewer2121799 time 26.11.2016

At the...

time of sale, our customer agreed to make 149 bi-weekly payments of $193.14 beginning on April 12, 2013 with one final payment of $192.65 on December 28, 2018.   On November 20, 2013, we provided our customer with a frequency change from bi-weekly to semi-monthly. Attached you will find the Modification Agreement where she agreed to make 133 semi-monthly payments of $210.09 beginning on December 1, 2013 and one final payment of $209.80 on June 16, 2019.   We have not been able to contact our customer. We will continue our efforts to contact her in attempt to address her concerns.


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Category: AUTO DEALERS-USED CARS

Address: 1720 W Rio Salado Pkwy, Tempe, AZ, 85281-6590

Website: http://www.drivetime.com/

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