DriveTime

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On May 13, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2010 Honda Insight. Attached you will find the...

Simple Interest Retail Installment Contract for your reference. On May 13, 2014, DriveTime made an exception for our customer to re-contract in order to accommodate her request to cancel the GPS Skylink Service. The GPS Skylink Service was an optional product at of time purchase and was not refundable. At the time of re-contracting, the information submitted to the [redacted] was missing our customer’s name. The Virginia DMV had informed DriveTime and our customer that she would need to submit a “Statement of Ownership”. Attached you will find a “Statement of Ownership” for your reference. We encourage our customer to submit this document to the Virginia DMV to ensure this matter is resolved before her current registration expires.As a goodwill gesture, DriveTime has applied a $50.00 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, DriveTime Customer Relations

When Drive Time was first notified about the complaint they told me to go get a diagnosis done on the Car then contact them back and then go from there ,which I've then took the vechicle to two mechanics who verified there was frame damage by physically expecting the vechicle inside,and externally .This is  only way frame damage can be detected because a diagnosis test only detects mechanical problems with in the car not the body as told by a mechanic from Macco .I then contacted DriveTime back and told them I had the car checked and there is frame damage. They then told me I would then have to contact Experian because it has nothing to do with them.Nothing about experian was mentioned when I first told them all I was told was to basically get a second opinion and contact them back which I did.They still continued calling be for $480 a month after I've told them about the situation and they acted like they didn't care ,all I would get is "when can you make a payment" and ignored my complaint about about the fame damage and the price of the vechicle actually worth .they then contacted me on 12/28/16 stating get the documents and go from there the same thing when they first were notify of the situation

[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]

January 26, 2017   Jasmine Hill Revdex.com Ph. (602) 264-5299 Fax (602) 263-0997   Re: Complaint # [redacted]   Dear Ms. Hill,   Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns.   DriveTime strives to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respect. We apologize for our customer’s experience at our local dealership.   DriveTime’s goal is the successful financing of our customers. A customer’s approval for financing is subject to our receipt of required documentation. The documents may include proof of income, proof of residence, and a valid driver’s license. This allows us to confirm the identity of our customer and the accuracy of the information provided to us. Should our customer wish to proceed with getting into a difference vehicle with us, DriveTime will make an exception to use the proof of income provided during the initial time of sale, to determine our customer’s financing options.   DriveTime has been actively working to obtain a duplicate title as soon as possible. At this time, the duplicate title is expected to arrive within the next 7 calendar days. Upon receipt, the vehicle registration is expected to be completed in another 7 calendar days. DriveTime understands the significance of providing our customers’ with their vehicle’s title in a timely manner and the unnecessary hardship this may cause our customers. In the event that we are unable to do so, every effort is made to expeditiously process these requests.  Full response provided to the Revdex.com.

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On May 17, 2010, our customer entered into a retail installment contract when they purchased 2006 Kia Optima. Our customer was given two separate documents explaining the finance...

charges and simple interest; these documents, the simple interest retail installment contract and the important disclosures, are attached for your review. On page one of the "Important Disclosures" document, simple interest is as follows: "Your contract is a ‘simple interest’ contract. That means interest is charged each day on the amount you financed with us. When you make a payment, your payment pays interest and then it pays/reduce the amount financed. If you pay late, your contract continues to charge interest. So, when you make your payment late more of your payment has to go to pay the extra interest. This less of your payment goes to pay/reduce the amount financed and it can take longer to pay off your contract with us. We strongly encourage you to make your payments on time!" Customer signed the second page, acknowledging understanding of the statement. It is not DriveTime’s intention to deceive our customers. A detailed explanation of simple interest, complete with examples of how the timing of payments affect the balance is located in the FAQ section of our website. Copies of the contract, Important Disclosures, and MyDriveTime.com FAQs are included with this message. According to our records, the remaining principal balance is $437.67. DriveTime has agreed to waive the remaining principal balance as a token of goodwill for our customer’s valued business. Our customer should receive their title in approximately 14 business days. As a goodwill gesture, DriveTime has mailed a $25 American Express gift card to our customer’s address on file. DriveTime thanks the [redacted] for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [redacted] DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On March 5, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime, when she purchased a 2008 Dodge Nitro. The vehicle came with a 5 year/...

50,000 mile service contract administered by Aeverex. Included you will find the Simple Interest Retail Installment Contract and the Aeverex Protection Plan Vehicle Coverage agreement for your reference.
On July 10, 2014, we contacted our customer and reached an amicable resolution. Our customer did not utilize her service contract and paid out-of-pocket for various repairs. DriveTime reviewed the out-of-pocket expenses and reimbursed our customer $683.79 for components that would have been covered under the service contract.
As a goodwill gesture, DriveTime has applied a $25 credit to our customer’s principal balance.
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted].
Sincerely,
DriveTime
Customer Relations

July 1, 2016   Revdex.com Ph. (602) 264-5299 Fax (602) 263-0997    Re: Complaint # [redacted]   To Whom It May Concern,   Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On June 24, 2016, we offered our customer a settlement with the following terms: We agree to: Rescind the contract.Delete our customer’s trade line from all three major Credit Bureas.Pay settlement funds in the amount of $1,000.00 to our customer. Our customer agrees to: Release possession of the vehicle to us, free and clear of any liens other than Bridgecrest’s, prior to receiving funds.Not purchase, lease, or finance a vehicle with us again. Additionally, the document serves as a full and final settlement and release of all claims between DriveTime and Bridgecrest, and our customer. Our customer has agreed to these terms, and we are currently finalizing the settlement. DriveTime and Bridgecrest thank the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us at 800-965-8043. Thank you, Jeremy N. Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address these concerns.   DriveTime is unable to accommodate the consumer’s request to have the credit inquiry removed with the given information. As we are unable to locate an application that matches the information provided.  We would need the following information that was submitted on the application:   ·         Name ·         Phone ·         Address ·         Email Address ·         [redacted]   This information is needed for verification purpose to ensure we have to correct consumer.   On February 27, 2017, DriveTime sent the consumer a letter. The purpose of this letter is to inform them of the unsuccessful attempts to reach them. Additionally, we highly encourage the consumer to contact our Customer Relations department, at [redacted], to discuss this matter further.

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customers concerns. Bridgecrest offers a variety of loan modifications, to our customers, from due dates changes to payment extensions/deferments. Prior to submitting for any payment extensions,...

Bridgecrest strides to ensure our customer is successful in maintaining payments after the extension period. This means our customers need to be out of their hardship before we can review for deferments. As loan modifications are subject for review, deferments cannot be guaranteed. Our customers remain responsible for maintaining their payments through this review process. At this time, DriveTime has not been able to reach our customer to discuss the pending loan modification. We will continue our efforts to assist with completing the deferment process for our customer. DriveTime is unable to accommodate our customer’s request to remove any negative reporting from our customer’s credit report as we are accurately reporting to the three major credit bureaus. We apologize for an inconvenience or confusion this matter may have caused. As a goodwill gesture, DriveTime will be applying a $900 credit towards the past due balance and backdating the payment to November of 2016. This will eliminate any additional interest that has accrued for three semi-monthly payment periods. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact our Customer Relations Department at [redacted].

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On December 5, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a [redacted]. Our customer purchased a 5...

year/50,000 miles Vehicle Service Contract, administered by [redacted]. Attached you will find the Simple Interest Retail Installment and Vehicle Service Contract for your reference. At the time of sale, our customer was provided an [redacted] AutoCheck Vehicle History Report. The [redacted] AutoCheck Vehicle History Report may indicate a prior accident record, a rental or government vehicle, registered in a storm area, and/or a theft record. If any of the items were applicable, these items would be noted in the Vehicle Information section on the [redacted] AuthoCheck History report. Our customer signed and acknowledged the vehicle had been in zero accidents prior to purchase. Attached is the [redacted] AutoCheck Vehicle History Report for your reference. On March 2, 2015, C[redacted] repair facility contacted [redacted] and stated our customer’s vehicle showed signs of impact damage, causing the coolant leak. The repair facility confirmed with [redacted] that the vehicle would not have been able to drive 2,292 miles if these issues were pre-existing. [redacted] sent a third party inspector to verify the damages on the vehicle. On March 3, 2015, an inspection was completed to review the physical damage reported on the vehicle. The inspector confirmed there are clear signs of impact damage to the radiator support, causing damage to the radiator. The inspector also confirmed there was no signs of mechanical failures and damages were caused by direct impact. Attached you will find the inspection report for your reference. On March 19, 2015, a second repair facility contacted [redacted] and reported the radiator failed due to physical impact. The repair facility confirmed the radiator failure caused subsequent damage to our customer’s vehicle. On March 28, 2015, our customer was informed due to the findings from the inspection reports and the repair facilities, DriveTime would not be able to assist with recommended repairs needed for the vehicle. As a good-will gesture, DriveTime applied a credit of $459.18 to our customer’s account due to the amount of time his vehicle was sitting at repair facilities for inspection. On March 31, 2015, our customer voluntarily surrendered his vehicle to a DriveTime dealership. This will have a negative impact on our customer’s credit reporting and will be reported as a charge-off. On April 02, 2015, a "Redemption and Reinstatement Form" letter was sent to the address listed on our customer’s account. The purpose of this letter is to notify our customer of their right to either redeem or reinstate the vehicle within 10 days from the date of the letter. Attached is the "Redemption and Reinstatement Form" for your reference. If our customer would like to reinstate his vehicle and loan with DriveTime, he will need to pay $804.36 by May 8, 2015. This amount includes the past due payments that is owed, delinquency fees, storage fees from auction, transport fee, and repair fees. Our customer would be responsible to pick up the vehicle directly from the auction if he chooses to proceed with reinstating his vehicle. If our customer does not wish to reinstate the vehicle by May 8, 2015, the vehicle will proceed to be sold at auction. Please refer to page two of the "Redemption and Reinstatement Form" section labeled "Notice of Sale": "…If the vehicle is sold, the sale proceeds will be applied first to the payment of the expenses of retaking, repairing, preparing for sale, and storing of the vehicle and other repossession and collection costs…If we get less money than you owe, you still owe us the difference…" On April 27, 2015, we attempted to contact our customer to attempt to resolve his concerns. We informed our customer his repairs were not covered through the warranty due to the physical damage that was caused to the vehicle. During the conversation with our customer, the call was disconnected. As a goodwill gesture, DriveTime has sent our customer a $25.00 gift card to the address our customer provided. 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

[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]

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On April 21, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when he leased a 2005 Chrysler Town & Country. Included you will find...

the Closed End Motor Vehicle Lease Contract for your reference. DriveTime offers payment options to accommodate every customer’s situation. For our Closed End Motor Vehicle Lease customers, there is no processing fee if customers chose to set up reoccurring payments using their bank account information.On May 11, 2015, our customer was informed of the $4.50 processing fee that is charged when using the automated system to make a payment. Our customer was informed there would be a one-time courtesy credit of $4.50 applied to his account for any misinformation provided to him at the time of lease.On May 22, 2015, DriveTime reiterated to our customer that there is a $4.50 processing fee that would not be waived if he chose to make payments using the automated system. At this time, DriveTime is unable to accommodate our customer’s request to waive the $4.50 processing fee when he calls to make a payment over the phone or using the automated system. 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 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] DriveTime Customer Relations

September 18, 2015   [redacted]
[redacted]
[redacted] 
* Re: Complaint # [redacted] To Whom It May Concern:   Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.   On January 29,...

2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a 2005 Infiniti G35. The vehicle came with a life-of-lease Drivers Seat Limited Warranty, administered by Aeverex. At the time of lease, our customer agreed to make 65 bi-weekly payments of $236.45 beginning on February 13, 2015. Included you will find the Closed End Motor Vehicle Lease Contract and the Drivers Seat Limited Warranty Agreement for your reference.   The Drivers Seat Limited Warranty comes with a Drivers Seat Maintenance Program. This program offers select maintenance services through Aeverex at no cost to our customers. On page five of the Drivers Seat Limited Warranty, under “Covered Maintenance Services,” it is stated:   “During the term of the Drivers Seat Maintenance Program, Customer is eligible to receive the following maintenance services (“Covered Maintenance Services”) at the service intervals indicated below:...   Brake Pads: Max one (1) per the term of Customer’s Lease if the brake lining is at or below the manufacturer’s minimum specifications.”   At this time, we have no records indicating our customer has contacted Aeverex to address her brake concerns. We encourage her to call Aeverex at 888-781-5649 to have these issues addressed.   At the time of lease, our customer reviewed and signed the Closed End Motor Vehicle Lease Contract. On page 3, under “Default, Repossession and Other Remedies,” it is stated:   “The following are events of default: (a) You fail to pay any periodic payment when due or any other amount you owe under this Lease when we ask you for it…”   On September 11, 2015, our customer contacted DriveTime and attempted to make a partial payment toward her account. Per DriveTime policy, we do not accept partial payments, as our customer’s account would still be in default per the terms of the Closed End Motor Vehicle Lease Contract.   On September 12, 2015, DriveTime received a partial payment of $200.00 to our customer’s account via CheckFreePay processed by a third-party vendor.   On September 14, 2015, our customer contacted DriveTime to make payment arrangements on her account for the remaining past due amount of $37.05, along with her upcoming regular payment amount of $236.45. DriveTime set a payment arrangement on the account for $273.50 due on September 25, 2015.   At this time, it is DriveTime’s understanding that this matter has been resolved. We have made several attempts to contact our customer, but have been unable to reach her. We encourage our customer to contact our Customer Relations department at 800-965-8043 should she have any additional questions or concerns.   We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, we have credited $25.00 toward our customer’s payments.   DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at 800-965-8043.   Sincerely,   [redacted] DriveTime Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I advised them that I am not happy with the dealership service and it is the worst I've ever had. And what they are saying about saying no to, is not what was discussed in our conversation. I also informed the gentleman of my hours working and to get car to mechanic I need accommodated. At this time for my inconvenience with this car I need better resolution. A $25.00 credit towards principal balance when the car has had problems since week one is hurtful when  I'm a paying customer. 
Regards,
[redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns. On April 16, 2015, we attempted to contact our customer to discuss his concerns but was unsuccessful. At this time, our customer has stated he has purchased another vehicle and does not want to redeem his vehicle. DriveTime would be willing to refund our customer one payment amount of $206.55. 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 Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On March 26, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2006 BMW. Attached you will find the Simple Interest...

Retail Installment Contract for your reference. We have made several unsuccessful attempts to contact our customer to discuss his concerns. On March 3, 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 him. We encourage our customer to contact our Customer Relations department at ###-###-####, to discuss his concerns. As a goodwill gesture, DriveTime has applied a $46.02 credit to our customer’s remaining delinquent balance. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations

[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. I signed the agreement today, 2/17/16, at the Bell Road location. I have not received the $25 gift card mentioned in the agreement as of yet but am assuming that will be mailed once they have processed all the paperwork. Brodie with customer relations has been very pleasant to work with. He went over everything and answered all my questions. He told me that someone would contact me from the Bell Road dealership telling me that the paperwork was ready for me to sign. If they called me they did not leave a message. I ended up calling Brodie back and was told the papers were ready. I appreciate all Brodie has done.
Regards,
[redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On April 11, 2014, our customer entered into Closed Ended Motor Vehicle contract when she leased a 2005 Honda Civic. Included you will find the Closed Ended Motor Vehicle contract...

for your reference. On September 8, 2014, our customer contacted our Lease Customer Service department to discuss her account. We agreed to credit her account two (2) payments due to the inconvenience. In addition, we agreed to waive the $100 co-pay to get her vehicle diagnosed. At this time we have made multiple attempts to contact our customer to discuss any further concerns, but have been unsuccessful. On September 11th, we sent our customer a letter asking her to contact us if she has any further concerns. In addition, DriveTime has applied a $25 credit to our customer’s principal balance. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [redacted] DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On July 1, 2013, our customer entered into a Simple Interest Retail Installment contract when she purchased a 2008 Chevrolet HHR. The vehicle came with a 3 year/...

36,000 miles vehicle service contract, administered by Aeverex.  Attached you will find the Simple InterestRetail Installment contract and vehicle service contract for your reference.On November 7, 2013, our customer contacted Aeverex to advise her heater was inoperable. Aeverex referred our customer to an in-network repair facility to have the vehicle diagnosed. On March 10, 2014, the repair facility contacted Aeverex and advised the vehicle needed a blend door actuator. Aeverex denied the claim for the blend door actuator as this is a non-covered component under the vehicle service contract. On October 14, 2014, we reached out to our customer to discuss her concerns. We advised our customer this is a non-covered component under the vehicle service contract however, we are willing to assist.  We offered our customer a repair contract in which our customer would be responsible for 75% of the cost of the repair and as a goodwill gesture, DriveTime would cover the remaining 25%. 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 sold the vehicle in good faith.At this time, DriveTime is unable to accommodate our customer’s request to pay for the blend door actuator. However, DriveTime has offered to pay for 25% of cost for the repair. We encourage our customer to contact DriveTime to accept this offer. As a goodwill gesture, DriveTime has applied a $25 credit to our customer’s principal balance. DriveTime thanks the Revdex.com for their support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,[redacted] DriveTime Customer Relations

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. However, I must note that the timeline of the repair history has a few omissions, namely: 12/20/14 - Car was taken back to [redacted] to check gas smell (which they said they could not duplicate). Also [redacted] reported a "slight dampness around the crank pulley"so they put in oil dye. They also noted that the card passed a block and pressure test and they could not duplicate the leak.12/23/14 - Car was taken back to [redacted] because it was leaking again. [redacted] re-tightened the heater hoses.1/1/15 - I sent an email to [redacted] at DriveTime (with copies to [redacted] and [redacted] advising thatthe car was emitting large amounts of white smoke from the exhaust, a burning smell was inside the car, the thermostat was overheating, the fan wouldn't turn off and the engine rattled. I requested DriveTime to pick up the car.CORRECTION: Please note that the car was picked up by the recovery agent, [redacted], on 1/7/15 NOT 1/6/15 as per the response from DT Customer Relations yesterday.Regarding the DriveTime Vehicle Inspection Checklist, the checklist is insufficient as it does not itemize the essential mechanics needed for a vehicle to operate fully. The checklist is basic at best and a consumer who has no auto mechanic background would not know to inquire about the things that were wrong with the vehicle.Nonetheless, I will consider this experience with DriveTime a bad one and per my conversation with DriveTime Customer Relations representative, Erika, will accept the $348.80 refund after reviewing the Full Settlement and Release of Claims document she will send today.  I still regard the matter as unfair but I need to move on as the stress is too much.That being said, I will wait for the business to send the aforementioned documents and, if it does, and if after reviewing same documents I find them acceptable,  I will consider this complaint resolved.[redacted]