DriveTime

April 15, 2015[redacted]BetterBusiness BureauPh.[redacted]Fax[redacted]   Re:Complaint # [redacted]DearMs. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On March 26, 2012, our...

customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2005 Chrysler Pacifica. Our customer’s vehicle came with a 30 day/1500 mile DriveCare Limited Warranty. Attached you will find the Simple Interest Retail Installment Contract and the Limited Warranty Agreement for your reference. At the time of sale, our customer was provided an Experian AutoCheck Vehicle History Report. The Experian AutoCheck Vehicle History Report may indicate a prior accident record, a rental or government  , 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 Experian AuthoCheck History report. Our customer signed and acknowledged that the vehicle had no accidents prior to purchase. At the time of sale, Ms. [redacted] signed and reviewed the What You Need to Know about Financing a Vehicle with DriveTime. On page one under subtitle Vehicle Inspection, it states: “You are purchasing a used vehicle which may have had paint or body work we didn’t perform and are not aware of. You had an opportunity to inspect you vehicle and are satisfied with it.” Additionally, on page two of the What You Need to Know about Financing a Vehicle with DriveTime under subtitle Title History Report-Unreported Information it states: “…We give this report to you as a courtesy. Use and damage information about the vehicle not listed on the report given to you may appear on reports created by other private businesses (for example, CarFax) or on an AutoCheck report obtained after you purchased the vehicle. You should research the vehicle thoroughly before purchasing and fill out the AutoCheck Report Buyback Protection Registration From after purchasing.” On February 20, 2015, our customer’s auto pay was cancelled due to insufficient funds. On March 9, 2015, our customer contacted DriveTime in regards to her payment that was past due on February 20, 2015 and March 7, 2015. Our customer was advised that due to insufficient funds, her auto pay was cancelled. Our customer paid both past due payments of $205.50 and a processing fee of $4.50 per payment.  When payments are authorized over the phone, a fee of $4.50 is assessed per payment.  On April 6, 2015, our customer contacted DriveTime in regards to her payment that was two days past due. Our customer paid her past due payment of $205.50 and a processing fee of $4.50. Our customer was re-enrolled in auto pay and will be in effect for the upcoming payment on April 18, 2015. On April 13, 2015, we reached out to our customer to address her Revdex.com inquiry. We informed our customer that payments made over the phone are subjected to a processing fee. We also confirmed that her auto pay is now setup. Our customer advised that her check engine light is on and has been on for the past eight months. We advised our customer that her warranty is currently expired, however, that if a shop provides an estimate for repairs, we could review it for possible assistance. At this time, we are unable to accommodate our customer’s request to lower payments, lower the price of the vehicle, or pay of the loan. As a goodwill gesture, DriveTime has mailed $25 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 [redacted] Sincerely,DriveTimeCustomer Relations

January 13, 2016 Revdex.com Re: Complaint # [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 November 20, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2009 Chevrolet Impala. Our customer also purchased a 5 year/50,000 mile Vehicle Service Contract, administrated by Aeverex. Attached you will find the Simple Interest Retail Installment and Vehicle Service Contract for your reference. On January 4, 2016, an in-network repair facility updated a claim with [redacted] for the repair of a transmission overhaul. [redacted] approved the cost of this repair under the Vehicle Service Contract for a total of $2,674.90.  On January 7, 2016, DriveTime contacted our customer to reach an amicable resolution. DriveTime approved for our customer to terminate her current Simple Interest Retail Installment Contract and enter into a new Simple Interest Retail Installment Contract because of the difficulties she had been experiencing. In addition, our customer was presented the offer to rescind her Simple Interest Retail Installment Contract and DriveTime would refund her full down payment of $600.00.  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 We apologize for any inconvenience or confusion this matter may have caused. Sincerely, DriveTime Customer Relations

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 Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted].
Sincerely,
[redacted]
Customer Solutions Analyst

December 2, 2015
[redacted] RevDex.comPh. (602)
212-2232Fax (602)
263-0997  Re: Complaint # 1[redacted]Ms. H[redacted]Thank you for
bringing this matter to our attention. We appreciate the opportunity to address
our customer’s concerns.We have made several
attempts to contact our customer and address his concerns. Attempts to reach
him have been unsuccessful but will continue in an attempt to reach an amicable
resolution. On December 1, 2015,
we sent a letter via priority overnight shipping to our customer’s address on
file. The purpose of this letter was to inform our customer of our attempts to
reach him. We encourage our customer to contact our Customer Relations
Department at 8[redacted] to discuss his concerns. Without any new
information, DriveTime is still unable to accommodate our customer’s request to
refund him the payments made towards his loan with DriveTime. We apologize for any
confusion or inconvenience this matter may have caused. We encourage him to
contact our Customer Relations Department at [redacted] for further
assistance.   DriveTime thanks the RevDex.coms for their ongoing support. Should you have any questions or
concerns, please contact us by calling us at [redacted] Sincerely, Diana C. DriveTimeCustomer Relations

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10836648, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I did not pay 950.00.. I was told that I had to pay 994.00 to drive off with the vehicle.. Then the fact that they are trying to make it seem as if they were trying to be so helpful to me also is untrue.. When I called them myself to report all these problems, they didnt want to assist me.. But as soon as I reported them to the Revdex.com, now all of a sudden they are so concerned about the issue.. And im sorry but a 25.00 gift card is not gonna make this problem go away.. I didn't even get to the two month mark with owning the vehicle due to it completely breaking down.. And I feel that I was duped into taking a lemon for a car off their lot.. A car that they didnt inspect or do anything to prior to selling it to me.. I worked too hard for my money to be wrongfully taken by a money hungry corporation.. Whatever major mechanical issues that car has, has been with that car prior to being sold, and im more than certain they were aware of it all, and still chose to sell it after the fact..I plan to go to the local news station here and report it as well.. I cannot take this sitting down, and I will not roll over for a bully of a corporation.. Right is right, and wrong is wrong.. The right thing to do is to return my down payment of 994.00.. 
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

For full response please see attached. On October 6, 2017 and October 10, 2017, [redacted] made two outgoing calls to our customer to inquire about the status of the modification documents. On both occasions, our customer informed us she would be taking the necessary steps to complete and...

return the documents as soon as possible.   On October 13, 2017, [redacted] contacted our customer to explain the requested modification agreement has since expired and she would need to set arrangements for payment on the account. Our customer disconnected the call before any further arrangements could be set.   On October 17, 2017, [redacted] contacted our customer to discuss her concerns. As a gesture of goodwill and in an attempt to reach an amicable resolution, we advised her we would be willing to honor our customer’s request to complete a loan modification to defer three of her bi-weekly payments to the end of her loan once she is able to satisfy one biweekly payment on the account. Additionally, we informed her she will be required to complete and return the provided loan modification documents in a timely manner. Our customer expressed satisfaction with this outcome and the call was ended on amicable terms.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.On April 13th, 2015, I did sign a contract, however, a verbal agreement was also made (which was a part of the contract recording that took place) where I had inquired about paying on the 2nd and 17th of each month due to my pay schedule.  Had they have declined to let that happen, I would not have purchased the vehicle.  That recording took place for a reason."Our customer set up his automatic draft payments to be pulled from his account on the 2nd and 17th of each month, beginning on May 2, 2015."  You're Right!  I did!  And was given such a run around and hassle over this for the last month!  The first time it happened, I didn't have to call anybody several times or email several people.  It was handled after the first initial email.  "On July 19, 2015, our customer logged onto MyDriveTime.com and resubmitted his automatic draft payments to be pulled out of a different bank account number. When our customer re-enrolled with a different bank account number, he also set up the automatic draft payments to be pulled on the 1st and 16th of each month."  FALSE!  Please prove where I had the OPTION to pick those dates.  I don't think I would have set that up on my own to have to grow through all of this!  If I chose the dates myself, if would have been for the 2nd and 17th as stated in the recording that took place when I purchased the vehicle, and as my payment history proves.  Why would I chose the 1st and the 16th if I knew I couldn't make the payments on those dates?  I certainly don't enjoy paying those overdraft fees on purpose.  When I re-enrolled under my savings account, those dates reverted back to the 1st and 16th on their own.  If there is proof that I CHOSE those dates on my own doing, I'd love to see it. "On July 29, 2015, our customer contacted us to set up his automatic draft payments to be pulled on the 2nd and 17th of each month. We informed our customer the customer service department was experiencing high call volume and encouraged our customer to call back the next day to receive assistance in a timelier manner. At this time, our customer has not attempted to contact DriveTime."  I was never informed to call back the next day.  Why would you tell somebody to call back tomorrow if it was something they needed to get fixed right away?  I was told to call back in another hour.  I only get 2 breaks at work per day as well as a lunch period.  I called during my lunch period and waited for nearly 10 minutes, then was told by the rep that answered that he could not help me, the call volume was high, and to call back in an hour.  I CALLED BACK!  Only to get put through to another representative that claimed they could not help me.  By the time I get off of work, your customer service center is already closed.  It's ashame your systems can't log how many times I actually did call back and how long I was on hold each time.  So as far as saying I never ATTEMPTED to contact you, that's a load of crap.  You all never attempted to contact me either until I filed a complaint with the Revdex.com.  I spent numerous days and a lot of time trying to contact somebody to have one tiny issue fixed with the dates that was originally set up for me to pay my bill. "On August 13, 2015, we spoke to our customer and informed him he has an upcoming payment due on August 16, 2015. We offered to cancel his automatic draft payments, so we may reenroll with his new account and his preferred dates. Our customer informed us he would contact us back after his next payment drafts to set up the correct dates."  This is correct!  You all were very quick to inform me that I have an upcoming payment due.  I spoke with a representative that stated it would take a few days (confusing as to why that takes that long), for the dates to change on my account.  So we agreed that I would let the payment on the 16th go through, and that I would call back on the 17th to change the dates to the way they were (SIMPLE!!).  I did call back today, and the change was made.  "At this time, we are unable to accommodate our customer’s request to credit his account one month’s payments. As a goodwill gesture, DriveTime has applied a $25 to our customer’s principal balance."  I appreciate the good faith gesture, however, that still doesn't erase the fact that I've been trying to get this settled for well over a month now.  Numerous breaks and lunch hours were wasted trying to get this settled.  I'm still quite upset about all of this, and it should have never gotten this far.  My email address is attached to my DriveTime account.  If I sent a couple emails asking for a simple change, it's obviously coming from me.  I could understand if I was asking you to change my banking account numbers or something, but a date???  You have access to my payment history.  I'm just not understanding why it took all of this work just to correct one thing.  When I first bought this car, DriveTime was customer service oriented, and it seems like the longer I've had my car, the more I realize this is not the case anymore.  I've never been late, I've never complained about anything else, all I wanted was my pay dates to be fixed so there would be no overdraft fees for anybody.  It's better to make sure the money is available than to not have money to cover it.  And out of the 3-4 people I spoke with on this matter, one person should have been able to help me sooner.  I do not want to face this again in the future, as this has been a nightmare for me.  I will not purchase another vehicle from DriveTime.  I will purchase my next vehicle from the company that stands by their word when it comes to customer satisfaction and customer service.  This experience alone has been one of the main reasons I refuse to refer anybody to them.
Regards,
[redacted]

February 1, 2016 Re: Complaint # [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 July 24, 2015, an in-network repair facility updated a claim with [redacted] for the repair of the door handle. [redacted] approved the cost of this repair under the Drivers Seat Limited Warranty for a total of $252.80. On November 4, 2015, our customer contacted [redacted] to inquire about coverage of an oil change and serpentine belt under the Drivers Seat Limited Warranty. [redacted] advised our customer that a serpentine belt is non-covered under the Drivers Seat Limited Warranty, but would qualify for a free oil change every 4,000 under the Drivers Seat Limited Warranty. On January 23, 2016, our customer contacted [redacted] to inquire about coverage on tires and brakes on the vehicle. [redacted] advised per the Drivers Seat Limited Warranty there is one covered brake pad replacement during the life–of-lease, however tires are non-covered components. At this time, [redacted] has not received an updated claim from an in-network repair facility since July 24, 2015. As a good will gesture, DriveTime will make an exception to the Drivers Seat Limited Warranty to waive the first hour of diagnosis time to have our customer’s concerns addressed. Once a claim has been updated with [redacted], DriveTime will be able to review for further assistance for our customer. DriveTime has made several attempts to contact our customer to reach an amicable resolution. As an additional goodwill gesture DriveTime has applied a $25.00 credit to our customer’s account. Sincerely, DriveTime Customer Relations Tell us why here...

December 29, 2015   Revdex.com Ph. (602) 212-2232 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. We engage potential...

customers in several different ways.  Potential customer’s interested in financing a vehicle with us may visit www.DriveTime.com to view inventory, pricing and/or begin an approval process. They are required to provide the following information for the approval process in addition to what is requested online: • Name • Phone number • Zip code • Address • Email address • Monthly income • Social security number • Birthdate   Our approval is subject to our receipt of documentation from the customer that allows us to confirm the identity of the customer and the accuracy of the information provided to us, including proof of income, proof of residence, and driver’s license.  We also work with third parties who solicit people interested in obtaining vehicle financing, again usually online.  When people express an interest in a vehicle or financing to one of these third parties, they agree to be contacted by the third party or someone the third party may be working with, such as DriveTime, to provide vehicles and/or financing.  The information we request is critical to ensuring the customer's desired financing is affordable for them.  We work with our customers to understand their sources of income and can accommodate more unique customer situations than other sources of financing for these customers.  However the financing we offer is still subject to sound underwriting practices, which may include some terms that may not be acceptable to a prospective customer.  Our goal is successful financing for our customers.   Continued…   (Full version provided to the Revdex.com)

Re: Complaint # [redacted] Dear [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns On June 29, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased...

a 2006 [redacted] Liberty. The vehicle came with a 30 day/1,500 mile DriveCare Limited Warranty, administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and DriveCare Limited Warranty Agreement for your reference. At the time of sale, our customer opted not to purchase the optional 5 year/50,000 mile Vehicle Service Contract that DriveTime offers to all their finance customers. Our customer signed an Optional Products Disclosure that showed she would not be purchasing this product. The Optional Products Disclosure has been included for your reference.All DriveTime vehicles are thoroughly inspected at our DriveTime inspection centers prior to sale. 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 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 ensure you are comfortable with the condition of the vehicle prior to purchasing.” Additionally, on the Customer Delivery Checklist under “Maintenance Items,” it is stated: “These maintenance items are subject to replacement only upon failure of the component.” Attached you will find the Customer Delivery Checklist for your reference.On July 3, 2015, 4 days into the loan, our customer contacted [redacted] with concerns about a noise when backing the vehicle up. [redacted] referred our customer to an in-network repair facility to have the vehicle diagnosed. At the time of sale, our customer signed a document titled “What you need to know about financing a vehicle with DriveTime” that states under “Vehicle Return Program”: “If all required conditions are met, DriveTime will give you the ability to return the vehicle to DriveTime and terminate your contract within five calendar days of purchase (excluding the date of purchase, Sundays and days we are closed for holidays).” Attached you will find the above-mentioned document for your reference. On July 6, 2015, an in-network repair facility filed a claim with [redacted] for the accessory drive belt tensioner, lower ball joints, upper control arms, brake pads, rotors, and brake diagnosis. [redacted] approved all repairs and diagnostic fees in full under the terms of the DriveCare Limited Warranty. On July 10, 2015, DriveTime’s Customer Relations department contacted our customer in response to concerns she had voiced about non-covered repairs that were needed on the vehicle. We advised we would review an estimate for possible assistance, then contacted [redacted] and advised them to accept an upcoming claim for a broken grill and door. Later that day, our customer contacted [redacted] about the above-mentioned grill and door. [redacted] referred our customer to an in-network repair facility to have the vehicle diagnosed; however, no claim was ever filed with [redacted] in regard to this matter. On July 13, 2015, our customer contacted [redacted] with concerns about a tire issue, rust under the vehicle, and the steering wheel vibrating. [redacted] referred our customer to another in-network repair facility to have the vehicle diagnosed. That day, an in-network repair facility called a claim into [redacted] for the left-rear caliper. [redacted] approved all repairs and diagnostic fees in full under the terms of the DriveCare Limited Warranty. On July 20, 2015, our customer contacted [redacted] about a no-start issue with the vehicle. [redacted] encouraged our customer to have the vehicle towed to an in-network repair facility for further diagnosis; they also advised our customer that they would reimburse her up to $75.00 for towing once paid receipts had been provided. On July 21, 2015, we contacted our customer and addressed her concerns. Our customer advised that the vehicle had already been taken back to a repair facility, but they had not provided an estimated time of completion for the repairs. We contacted [redacted] to find out the status of the vehicle and advised our customer we would follow up with more information. On July 22, 2015, an in-network repair facility filed a claim with [redacted] for the steering column and steering diagnosis. [redacted] approved all repairs and diagnostic fees in full under the terms of the DriveCare Limited Warranty. On July 23, 2015, we contacted our customer and came to an amicable resolution. We confirmed that our customer’s vehicle was operating well and assisted her with setting payment arrangements on her account for her upcoming payment. We encouraged our customer to contact us with any further questions or concerns at 800-965-8043. As a goodwill gesture, DriveTime has applied a $25.00 credit toward 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 800-965-8043. 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]

On November 4, 2016, our customer contacted DriveTime to inform us the two in-network repair facilities she took the vehicle to were unable to diagnose the vehicle or work on CVT transmissions. The second in-network repair facility advised her to take the vehicle to the Original Equipment...

Manufacturer (OEM) for the repairs. After verifying the information, we explained the vehicle should return to the OEM for further diagnosis. We then asked for an estimate be sent to us to review for possible assistance.On December 2, 2016, we contacted our customer and apologized for her experience. We explained we would need an itemized estimate for the repairs in order to review for assistance. We advised our customer to take the vehicle into the OEM to be diagnosed and send the estimate for review for possible assistance. We further offered to reimburse the $100 diagnostic fee at the OEM once paid receipts are received. Our customer stated she would take her vehicle to the OEM and the call was ended on amicable terms.We will continue to work with our customer towards an amicable resolution. As a gesture of goodwill, we have applied a $25.00 principal balance credit to our customer’s account.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,Jessica H. Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns. DriveTime requires a customer be in their loan 6 months prior to making any modifications on their loan. At the time our customer contacted DriveTime to request a frequency change, he had only been in his loan for 5 months. At this time, DriveTime has accommodated our customer’s request and a frequency change has been applied to his account. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [redacted] DriveTime Customer Relations Department

(Please see attached for full response)On January 17, 2017, DriveTime reached out to our customer to discuss his concerns. We inquired what repairs had been done between August and today. Our customer advised no repairs were completed, the check engine light had only been illuminated and the...

transmission needs replaced. DriveTime advised we would review to see if the requested resolution to return the vehicle with no repercussions could be presented as an option. The call was then ended on amicable terms. At this time, DriveTime would like to offer the following Full Settlement and Release of Claims:            DriveTime agrees to:·         Allow you to return the Vehicle·         Waive deficiency balance of $19,853.94In exchange, our customer agrees to:·         Release possession of the vehicle to DriveTime ·         Return the Vehicle to Us in good condition, minus normal wear and tear to the vehicle.·         Damages to be assessed by the DriveTime dealership, damages not to exceed $500. ·         Consider this matter resolved. Should our customer wish to accept our Settlement offer, we encourage him to Contact our Customer Relations department by January 31, 2017.  We apologize for any frustration or inconvenience this matter may have caused. We are currently reviewing for possible assistance options and will remain in contact with our customer until an amicable resolution is reached. As a gesture of goodwill, we have sent our customer a $25.00 [redacted] gift card. 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,  Jessica H. Customer Relations

September 18, 2015   Revdex.com [redacted]
[redacted] 
*
[redacted]      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 October 25, 2014, our customer entered into a Closed End Motor Vehicle Lease with DriveTime, when he leased a 2006 Chevrolet Cobalt. The vehicle came with a life-of-lease Drivers Seat Limited Warranty, administered by Aeverex. The contract states our customer was allotted 61,151 miles during the life of the lease.  Included you will find the Closed End Motor Vehicle Lease and the Driver’s Seat Limited Warranty Agreement for your reference.   DriveTime does not compete on price, nor do we hide it. We encourage our customers to research all aspects of their lease prior to contracting. In fact, the majority of people who visit our website review inventory. We believe a large number of our customers review inventory online, including vehicle pricing, before coming to our dealerships.   At the time of signing, DriveTime reviews each document with our customers and ensures they understand the information within. By signing these documents, they are asserting that they have read and fully understand the terms enclosed. We encourage our customers to review all paperwork thoroughly before signing the contract. In addition, we record all of our closings, and a centralized group typically reviews in excess of 1,000 closings each month to ensure adherence to our standards, including the disclosure of all terms.    The Driver’s Seat Limited Warranty comes with a Driver’s Seat Maintenance Program. This program offers select maintenance services through Aeverex at no cost to our customers. On page five of the Driver’s 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:... Oil Change: Max one (1) per 4,000 mile interval, measured from the Current Odometer.”   At this time we do not have any records indicating our customer has ever taken the vehicle to an in-network repair facility to have an oil change completed.   DriveTime’s “Cancel Anytime Lease” states on page two of our customers Closed End Motor Vehicle Lease contract under bullet number “10. Mileage”:   “ALLOWED MILEAGE: you are allowed to drive 61,151 miles during the scheduled lease term. During the Lease, The allowed mileage at any time equals (i) the miles per payment scheduled periodic payments) times (ii) the number of scheduled periodic payments already due. This result is the prorated allowed mileage.   EXCESS MILEAGE CHARGE: The excess mileage charge will equal the rate per mile stated in Item 1 above times(i) at scheduled lese end , the miles in excess of the permitted mileage during the scheduled lease term or (ii) at early lease end, the miles in excess of the prorated permitted mileage at early lease end…”   On September 9, 2015, our customer elected to return the vehicle to DriveTime and cancel his lease contract. Per the terms of the contract, our customer had driven his vehicle over the allotted mileage by 1,721, which totals $344.20 in excess mileage fees. Although the customer would be responsible for this cost with DriveTime, we do not report to the credit reporting agencies our lease customers’ payment history.  We also do not pursue these unpaid balances, unless he wished to do business with DriveTime in the future.  This lease was also a return anytime lease meaning that the customer has no further responsibility for lease payments after they return their vehicle to us, unlike almost every other retail lease on the market today.   We have made several unsuccessful attempts to contact our customer to discuss his concerns. On September 16, 2015, we sent a letter 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 800-965-8043, to discuss his concerns.    We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has mailed a $25.00 American Express gift card to the 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 [redacted]   Sincerely, [redacted]
DriveTime Customer Relations

April 24, 2015 Lyndsey Mullens Revdex.com Ph. ###-###-#### Fax ###-###-#### Re: Complaint # [redacted] Dear Ms. Mullens, Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On May 21, 2014, our customer entered into a...

Closed End Motor Vehicle Lease Contract with DriveTime when he leased a 2007 Mercury Milan. Included you will find the Closed End Motor vehicle Lease Contract for your reference. DriveTime believes customer retention is one of the most important benchmarks of any company. At DriveTime, our success is measured in no small part, on the impressions we leave. Our belief is those impressions greatly impact how our customers remember and express DriveTime to their family and friends. DriveTime offers our customers a Loyalty Referral program. If our customer refers someone to DriveTime, our customer may receive a credit amount based off the number of referrals that purchases a vehicle. On March 20, 2015, our customer was informed there is no record of him referring a customer to DriveTime. He was encouraged to contact the person he referred and the dealership he purchased from to discuss the referral process. On April 15, 2015, we informed our customer that the referral credit information was submitted by the dealership today and a $200 credit would apply to his account within 7- 10 business days. Our customer was encouraged to continue to make his payments on time until the credit posts to his account. On April 21, 2015, we informed our customer that we confirmed his Loyalty credit was submitted correctly on April 15, 2015. We informed our customer it could take up to 10 business days for the credit to apply and we were unable to expedite this process. As a goodwill gesture, DriveTime has applied a $50 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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address the consumer’s concerns.   The actions described in the consumer’s correspondence is not within DriveTime set standards of service and support. We have found the consumer was provided with incomplete...

information regarding the required documentation needed to use unemployment benefits for their proof of income. Per DriveTime’s policy, there are additional documents a consumer must bring in, along with their proof of unemployment benefits.  In this instance, the consumer did not have the additional documentation to meet our proof of income requirements.   Our sales associate, who was initially corresponding with the consumer, was driving to another dealership in the region and was not present when he arrived on July 29, 2017. It was at that time our sales manager informed our consumer that we would accept unemployment benefits as a source of income, however, he must provide us additional documents relating to unemployment. We apologize for the confusion this matter has caused as we did not properly educate our consumer on our required stipulations for financing with DriveTime. We are actively seeking all training opportunities and appropriate corrective action internally in relation to this matter.   DriveTime contacted the consumer on August 7, 2017 to provide the abovementioned explanation. As a gesture of goodwill, we have sent a $25.00 American Express gift card to his address listed on the complaint. The consumer expressed satisfaction with our resolution and the call was ended on amicable terms.

May 22, 2015 [redacted]Revdex.comPh. [redacted]Fax [redacted]  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 September 6,...

2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2011 Ford Fusion. Attached you will find the Simple Interest Retail Installment Contract for your reference. DriveTime’s Champ Program allows our customers to trade in their vehicles, typically with little to no money down and a possible lower APR. Our customers qualify for this program once their remaining principal balance is at $4,500 or less.At the time of sale, our customer signed a Retail Purchase Agreement, which has been attached for your reference. On page two of the Retail Purchase Agreement, it is stated:“Purchaser acknowledges receipt of a copy of this Agreement. No oral agreement or understandings apply.”On May 18, 2015, we contacted our customer and attempted to address his concerns. We went over the above information and advised our customer of other options he could look into, such as trading the vehicle in at a [redacted] dealership or refinancing his loan with an outside financial institution. While our customer was not fully satisfied with the information we were able to provide, he demonstrated an understanding of the situation.At this time, DriveTime is unable to accommodate our customer’s request to trade in the vehicle for a different DriveTime vehicle. We encourage our customer to contact us at [redacted] with any further questions or concerns that may arise.As a goodwill gesture, DriveTime has credited $25.00 to our customer’s principal balance.DriveTime thanks the Revdex.com for their continued support. If you have any questions, please contact us at [redacted]. Sincerely,[redacted].DriveTime Customer Relations

For full response, please see attached. At the time of our review, our customer’s account was 44 days delinquent. After speaking with her on February 6, 2017, there was no further communication from our customer to DriveTime or her VSC administrator. Bridgecrest made daily attempts to reach our customer after this date in an attempt to resolve the delinquency. We were unsuccessful in our attempts to reach our customer and the vehicle was subsequently recovered in April due to non-payment.   At this time, we are reporting the account accurately to the three major credit bureaus and are therefore unable to honor our customer’s request to waive the deficiency on our customer’s account or have the trade line deleted. We apologize for any frustration or inconvenience this matter may have caused.