DriveTime

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 I was told that I had to pay to drive off with the vehicleThen the fact that they are trying to make it seem as if they were trying to be so helpful to me also is untrueWhen I called them myself to report all these problems, they didnt want to assist meBut as soon as I reported them to the Revdex.com, now all of a sudden they are so concerned about the issueAnd im sorry but a gift card is not gonna make this problem go awayI didn't even get to the two month mark with owning the vehicle due to it completely breaking downAnd I feel that I was duped into taking a lemon for a car off their lotA car that they didnt inspect or do anything to prior to selling it to meI worked too hard for my money to be wrongfully taken by a money hungry corporationWhatever 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 wellI cannot take this sitting down, and I will not roll over for a bully of a corporationRight is right, and wrong is wrongThe right thing to do is to return my down payment of [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] ***

January 7, [redacted] Revdex.com Ph###-###-#### Fax ###-###-#### Re: Complaint # [redacted] Dear Ms [redacted] , Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn December 18, 2013, our customer entered into a Simple Interest Retail Installment Contract when he purchased a Volkswagen JettaOur customer also elected to purchase the year/month Limited Warranty administered by [redacted] Included you will find the Simple Interest Retail Installment Contract and Limited Warranty for your referenceIn April of 2014, our customer contacted [redacted] in regards to the vehicle smoking and having a no start issue [redacted] referred our customer to two different shops to get a diagnostic completedA claim was not called into [redacted] from any repair facility; therefore, we were unable to address any issues the repair facility foundOur customer contacted Averex and advised that he paid for the repairs himselfHe was informed to fax in his invoice to be reviewed for possible reimbursement by the [redacted] claims departmentOn December 22, 2014, the vehicle needed a transmission replacement that was approved through [redacted] An intake manifold assembly, intake gasket, and throttle gasket were needed as well but are not covered under the warrantyWe have been unable to contact our customer regarding his complaintAt this time, we are unable to refund his money backHowever, we ask our customer to contact us at the number below to go over the following option we can provide: ? -Our customer needs to pay the $past due balanceOur customer "charged back" his $down payment on March 3, that was never repaidTherefore, the down payment still needs to be paid to the account? -Once the $is paid, we will be able to authorize $in repair assistance for the two non-covered components needed? -Our customer will be responsible for the remaining $for repairs based off the estimate received from the repair facilityTo assist with our customer having to come out of pocket for this repair, we could offer a two-payment defermentDriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ###-###-####Sincerely, DriveTime Customer Relations

July 29, Revdex.com Ph(602) 264-Fax (602) 263- Re: Complaint # [redacted] To Whom It May Concern, Thank you for bringing this matter to our attentionWe appreciate the opportunity to re-address our customer’s concerns The DriveTime Champ program is designed to benefit customers who have paid off a car with us and reward them for a second purchaseIt allows our customers to trade in their vehicle with typically no money down and a possible lower APROur customers qualify for this program when their remaining balance is $4,or less and payments have been made on timeThe specific benefits presented to any Champ customer depend on their account status and payment history, and the vehicle they are interested in trading intoIt is not possible to know what offer can be made to a specific customer until we are able to review those factorsOn June 14, 2016, our customer spoke with our dealership about the Champ programOur representative described the benefits of the programAt that time, our customer owed approximately $6,000.00, had a trade value of approximately $500.00, and had $1,available to pay towards his remaining balanceThese figures together would put his balance at approximately $4,500.00, and qualify him for Champ reviewPursuant to his initial submission to the Revdex.com, our representative contacted our customer to discuss his specific situationBased on that conversation, and the specific vehicle being considered for purchase, our customer was advised that approximately $2,would be required to utilize the Champ program to obtain his desired vehicle.FULL RESPONSE ATTACHED

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns.On February 5, 2016, our customer entered into a Simple Interest Retail Installment Contract when she purchased a GMC Acadia from DriveTimeAt the time of sale, our customer also opted to purchase a year/50,mile Vehicle Service Contract (VSC), administered by AeverexAttached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract (VSC) for your reference.On March 29, 2016, our customer contacted Aeverex with steering and engine noise concernsAeverex advised her to take the vehicle to an in-network repair facility (INRF) to have the vehicle diagnosed.On March 31, 2016, an INRF filed a claim with Aeverex for engine mounts and the front drive axleWhile engine mounts are not covered under the terms of the VSC, the front drive axle repairs were approved.On April 1, 2016, our customer contacted DriveTime with concerns about the non-covered repairsDriveTime requested the estimate for the non-covered engine mounts from Aeverex to review for possible assistance.On April 4, 2016, DriveTime advised Aeverex and our customer we would not be assisting with the non-covered engine mounts based on time in the vehicle and mileage driven.On July 12, 2016, DriveTime contacted our customer and advised that we had been reviewing accounts that had mechanical issues in the first days, and we wished to offer reimbursement for her out-of-pocket engine mount repairs, should she be able to provide paid receiptsHowever, DriveTime never received receipts from our customer pertaining to this matter.On September 3, 2016, an INRF filed a claim with Aeverex for the front drive axle and front differential axle sealWhile the front drive axle was covered under warranty by the INRF from the previous repairs completed in March, the front differential axle seal is a non- covered component under the terms of the VSC--see attached

December 14, 2015Revdex.comPh(602) 212-2232Fax (602) 263- Re: Compliant # [redacted] To Whom It May Concern:Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn June 27, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a BMW SeriesAt time of sale, our customer opted to purchase a Vehicle Service Contract administered by Aeverex, attached for your reviewThe Simple Interest Retail Installment Contract and a document entitled “Important Things You Should Know” were provided to our customer at the time of sale to explain finance charges and simple interest; these documents have been attached for your review.At the time of sale, our customer agreed to make bi-weekly payments of $and final payment of $225.67, beginning July 25, Our customer also agreed to finance a total of $19,with a 21.919% Annual Percentage Rate, as outlined on page of the Simple Interest Retail Installment ContractDriveTime does not compete on price, nor do we hide itWe encourage our customers to research all aspects of their purchase prior to saleWe believe a large number of our customers review inventory online, including vehicle pricing, before coming to our dealershipsWe also post the prices of our vehicles on our public website and on all vehicles at our dealershipsAt the time of sale, our customer had the opportunity to sign and review the following documents:Simple Interest Retail Installment ContractBuyers GuideRetail Purchase AgreementDriveCare Limited Warranty AgreementWhat you need to know about financing a vehicle with DriveTimeIncluded you will find copies of the abovementioned documents for your reference.At the time of signing, DriveTime reviews each document with our customers and ensures they understand the information withinBy signing these documents, they are asserting that they have read and fully understand the terms enclosedWe encourage our customers to thoroughly review all paperwork before signing the contractIn addition, we record all of our closings, and a centralized group typically reviews in excess of 1,closings each month to ensure adherence to our standards, including the disclosure of all terms and interest rate If our customers are dissatisfied with their purchase for any reason, DriveTime also offers a Vehicle Return Program that allows them to return the vehicle and terminate their Simple Interest Retail Installment Contract within the first five days of their loanPlease refer to page of the Retail Purchase Agreement, under “Vehicle Return Program”:“We will give you the ability to return the Vehicle to DriveTime and terminate this retail installment contract so long as you return the Vehicle: 1) To the DriveTime dealership where you purchased it within five calendar days no later than the close of business on the fifth calendar day .”On November 30, 2015, our customer contacted DriveTime and stated he had plans to pay off the vehicleDriveTime advised him that the payoff was $17,486.83, with $per diem, good until December 10, 2015.On December 2, 2015, our customer contacted DriveTime and requested a payoff quote for the loanDriveTime advised him the current payoff was $17,with $per diem, good until December 13, Our customer requested his transaction history and a copy of his contact be sent to him via emailOn December 3, 2015, our customer contacted DriveTime and stated that he was previously quoted an amount less than what was stated on December 2, Currently, DriveTime has made several unsuccessful attempts to contact our customer to address his concerns and reach an amicable resolutionWe encourage our customer to contact our Customer Relations department for further assistanceAt this time, we are unable to accommodate our customer’s request to get him out of his Simple Interest Retail Installment Contract with DriveTime or enter into a settlement with him, as DriveTime does not negotiate the price of the vehicle at time of purchaseWe apologize for any inconvenience or confusion this matter may have causedAs a goodwill gesture, DriveTime has applied a $credit towards our customer’s principal balanceWe encourage him to contact our Customer Relations Department at [redacted] with any additional questions or concernsDriveTime thanks the Revdex.com for their ongoing support Should you have any questions or concerns, please contact us by calling us at [redacted] Sincerely,Diana CDriveTime Customer Relations

On October 10, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Chevrolet ImpalaAt time of sale, our customer agreed to make bi-weekly payments of $and one final payment of $beginning October 29, Attached you will find the Simple Interest Retail Installment Contract for your referenceOn March 29, 2015, our customer contacted DriveTime in regard to altering the frequency of his payments on the account to become semimonthly paymentsDriveTime advised our customer that his payments would alter if changed to semimonthly frequency and we would review for approvalLater that day, the frequency change was declined due to our customer’s account delinquent statusIn order to process a frequency change, our customer’s account must be in a current statusSince that time, our customer has made payments towards his account using a check free cash payment locationThese payments are sent from a third party company on behalf of our customerDriveTime is unaware of any barcode system that these third party companies may requireOn January 27, 2016, DriveTime contacted our customer to reach an amicable resolutionWe advised our customer we would be able to send a CheckFreePay card to our customer’s email addressThis card contains all the information needed for a check free cash payment to be made and is attached for your reviewIn addition, we advised our customer we could review for a frequency change on the account once the account is brought to a current statusAs a good-will gesture, DriveTime has applied a $credit towards our customer’s principal balanceShould you have any questions or concerns, please contact us by calling us at [redacted] Sincerely, DriveTime Customer Relations Tell us why here

Re: Complaint # [redacted] Dear Ms [redacted] , Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns On February 25, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Chevrolet AveoAttached you will find the Simple Interest Retail Installment Contract for your referenceAt the time of sale, our customer agreed to make bi-weekly payments of $and final payments of $197.14, beginning March 19, Since March 19, 2014, our customer has been set up on automatic payment withdrawalOn June 13, 2015, our customer requested a payoff quote from DriveTimeWe informed our customer of the payoff amount of $11,436.62, which would remain good until June 23, On June 17, 2015, our customer contacted DriveTime and requested we take her payoff payment over the phoneWe informed our customer that we use a third party vendor to process payments, Western UnionWe informed our customer in order to take the full balance of $11,436.62, we would have to break it down in increments, and there would be a processing fee of $for each transactionWe informed our customer it would be easier to send certified funds directly to DriveTime’s payoff addressOn June 22, 2015, we received a payoff check in the amount of $11,On June 24, 2015, our customer contacted DriveTime and informed us DriveTime’s automatic payment withdrawal system had pulled a payment of $from her bank accountWe informed our customer that her automatic payment withdrawal had not been cancelled after her payoff check had been received, but DriveTime had not yet received the funds on our endWe informed our customer once the payment posted to her account, DriveTime would then be able to issue a refund if there was an overpayment on the accountOn June 26, 2015, a payment of $198.68, which had originally posted to our customer’s account on June 10, 2015, was reversedOur customer had closed the bank account she was utilizing for automatic payments, causing the reversal to occurWhen processing automatic payment withdrawals through Western Union, funds can take up to days to clear and postBecause of this reversed payment, our customer was left with a remaining principal balance of $On June 30, 2015, the automatic payment of $from June 24, 2015, posted to our customer’s accountAt this time, DriveTime must wait to ensure the payment from June does not reverse due to the bank account being closed, as the June payment didIf the June payment does reverse due to the bank account being closed, DriveTime is willing to waive the remaining deficiency balance as a good-will gestureIf the payment does not reverse, our customer will be sent a refund check of $35.02.On July 1, 2015, we contacted our customer to discuss her concernsWe encouraged our customer to provide running bank statements from her financial institution that show the payments from June and June cleared from her bank accountWe informed our customer we would refund any overpayments that are due to herDuring our conversation, the call was disconnectedAt this time, DriveTime is diligently working towards a resolution for our customerIf our customer would like to continue to discuss this matter, we encourage her to contact our Customer Relations department at ###-###-####DriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ###-###-####Sincerely, [redacted] *DriveTime Customer Relations

On July 30, 2016, our customer visited DriveTime to search through our vehicle inventory optionsShe expressed interest towards a Hyundai Santa FeShe was ready to purchase but we had found an issue with the parking brakeWe advised her that we would need to repair the vehicle prior to completing the sellDriveTime informed her that she would need to enter into a Vehicle Reservation Agreement to place a hold on the vehicle; we would contact her once the repairs were completedOur customer agreed to make one payment of $on July 29, and one final payment of $on July 30, On page of the Vehicle Reservation Agreement, please reference paragraph 5, its states: “If I cancel my purchase of the Vehicle or this Agreement expires, you will refund my Reservation Payments to me: Within 7-business days, if I made my Reservation Payments in cash and Within business days, if I made my Reservation Payments by check” On August 2, 2016, our customer contacted DriveTime to cancel her Reservation Agreement because she had found a vehicle elsewhereBecause our customer made her layaway payment with cash, DriveTime would need to have a check cut and sent to herThis process should take anywhere between 7-business days On August 22, 2016, our customer contacted DriveTime for an update on her refund checkWe informed her that a check cut was voidedWe apologized, advised her that we will have another cut, and overnighted to our dealership On August 24, 2016, our customer’s refund check arrived at our dealership ready to be picked up by our customer DriveTime has been investigating this matter internally to review for any training opportunities(continued on attached)

November 23, 2015Better Business BureauPh (602) 212-2232Fax (602) 263- Re: Complaint # [redacted] To Whom It May Concern: Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn February 9, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Mitsubishi GalantAttached you will find the Simple Interest Retail Installment Contract for your referenceWhen our customer’s account becomes delinquent, DriveTime will make regular attempts to contact our customer to cure the delinquency balanceOn October 17, 2015, a payment of $became due on our customer’s accountOn October 20, 2015, DriveTime contacted our customer and advised her of the status of the accountWe advised our customer that we received a partial payment on October 13, 2015, in the amount of $and that there was a delinquent balance of $Our customer stated that DriveTime cashed an electronic check in the amount of $on October 1, We requested that our customer submit documentation in an attempt to research the situation and obtain a resolutionOn October 22, 2015, DriveTime contacted our customer and advised her to provide documentation on the payment in question in an attempt to research the situation and obtain a resolutionOn October 27, 2015, DriveTime received third-party bank statements from our customer.On October 28, 2015, DriveTime contacted our customer and requested additional documentation, as the documentation provided did not verify that DriveTime had cashed the electronic check in questionOn October 30, 2015, DriveTime received a copy of the electronic check in question from our customerOn November 2, 2015, our customer contacted DriveTime and inquired if we had received the documentation requestedDriveTime advised our customer that the documents had been received and we would research further into the situation.On November 17, 2015, DriveTime contacted our customer and advised her that we were unable to read the copy of the electronic check submittedOur customer advised DriveTime that the copy provided was the only documentation she would be able to provideOn November 20, 2015, DriveTime contacted our customer in an attempt to address her concerns and reach an amicable resolutionDriveTime advised our customer that a credit will be applied to her account in the amount of $Our customer understood and expressed satisfaction with this resolutionWe apologize for any confusion or inconvenience this matter may have causedAs a goodwill gesture, DriveTime has also applied a $credit towards our customer’s principal balanceDriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at [redacted] Sincerely, Diana C.DriveTime Customer Relations

January 22, 2016Revdex.comPh(602) 264-5299Fax (602) 263- Re: Complaint # [redacted] To Whom It May Concern, Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns.On April 8, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Lincoln ZephyrIncluded with the vehicle was a year/50,mile Limited Warranty, administered by [redacted] Attached you will find the Simple Interest Retail Installment and Limited Warranty for your referenceAt the time of sale our customer was provided with an Experian Autocheck ReportThis report contains information on reported accidents, possible title and odometer concerns, and vehicle use informationThe report provided to our customer at the time of sale disclosed that the vehicle had been involved in two reported accidentsAttached you will find a copy of this report for your reviewOur customer signed and acknowledged the Experian Autocheck Report.On October 22, 2015, our customer contacted DriveTime and [redacted] to advise she was experiencing a knocking noise and an oil leakDriveTime advised that we needed a repair facility to call in a diagnostic to [redacted] , and that we would be able to review for possible assistance if the issues reported were not covered by the Limited Warranty.On October 27, 2015, [redacted] Total Car Care contacted [redacted] and advised that the vehicle required an engine replacement [redacted] requested an independent inspection to verify the faults reported by ***.On October 29, 2015, the inspector filed a report recommending that the engine be replaced.On November 3, 2015, [redacted] approved the replacement of the engine at a cost of $2,(CONTINUED FULL RESPONSE SUBMITTED TO Revdex.com)

Thank you for bringing this matter to our attentionWe appreciate the opportunity to readdress our customer’s concernsAt this time, we have completed the necessary updates with Experian and EquifaxBoth credit bureaus have confirmed they have begun uploading our customers’ account information for public viewingWe have made several unsuccessful attempts to contact our customer to discuss her concernsWe encourage our customer to contact our Customer Relations Department at ###-###-####DriveTime is unable to accommodate our customer’s request at this timeDriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ###-###-####Sincerely, DriveTime Customer Relations

Thank you for bringing this matter to our attentionWe appreciate the opportunity to re-address our customer’s concerns.Our customer states she called the dealership on December 6, in regards to returning the vehicleWe advised our customer that we reached out to the dealership in regards to the conversationThe dealership associate stated the customer was informed of the 24-hour return period from date of purchaseWe advised our customer we must abide by the contractual agreement signed on December 3, 2014.Our customer also alleges that it is illegal to sell vehicles with recalls on themOur company does not check for active recalls prior to saleAdditionally, as a company, we research all legal aspects for the states we conduct business in to make sure we are complying with the laws.On page four of the Cancel Anytime Lease Contract, under "Maintenance" it states:"If the Vehicle is recalled, you will have the recall repairs or service performed We have no obligation to provide you with a replacement Vehicle for any reason."At this time, we are unable to provide our customer with a refund of her down paymentWe have made multiple exceptions to get the vehicle fixed without any out of pocket costs and the mechanical issue has been resolvedThe credits have posted to her account, leaving the $past due balance with an upcoming regular payment due on December 26, 2014.DriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ***-***-***.Sincerely,DriveTimeCustomer Relations

At this time, the consumer’s lead has been deactivated, and his phone number has been placed on our Global Do-Not-Call listWe sincerely apologize for the frustration this matter has caused the consumerMoving forward, he should receive no further correspondence from DriveTime

July 31, [redacted] Revdex.com [redacted] Re: Complaint # [redacted] Dear Ms[redacted] , Thank you for bringing this matter to our attentionWe appreciate the opportunity to re-address our third party’s concernsA potential customer may go online to www.DriveTime.com to begin an approval processThey are required to provide the following information: ? Name ? Phone number ? Zip code ? Address ? Email address ? Monthly income ? Social security number ? Birthdate Once the online process is complete, a pre-approval page is sent via e-mail, text, mail, and/or phoneThe approval process is not complete until the potential customer visits a DriveTime dealership and fills out an application authorizing DriveTime to pull their creditA potential customer must also provide proof of income, proof of residence, driver’s license, etc After carefully researching our third party’s concerns, we found that a potential customer entered their phone incorrectlyWe have removed our third party’s phone number form our systemOur third party should not receive future phone calls or text messagesDriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at [redacted] Sincerely, DriveTime

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 This is ridiculousDrivetime has commercials about working with customers and I also spoke with a Repin [redacted] ***, Orlando location about thisThey are not standing by employees wordsThey did the bait and switch on meWhat company does bi-weekly payments? I was told this wasn't a problemThey said because I got paid bi-weekly, and IF THAT CHANGED WE COULD CHANGE ITNEVER ONCE WAS I GIVEN THIS MONTHS THINGWhy months? What is the difference? I never got a call from this personMy employment changed and I don't get paid Bi-weekly nowWhy is this company trying to screw meIf they do not give a better response I will just file a claim in courtWon't cost me a dime, but them thousands in lawyer feesI will deposition both employees of Drivetime that told me this Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolvedI signed the agreement today, 2/17/16, at the Bell Road locationI have not received the $gift card mentioned in the agreement as of yet but am assuming that will be mailed once they have processed all the paperworkBrodie with customer relations has been very pleasant to work withHe went over everything and answered all my questionsHe told me that someone would contact me from the Bell Road dealership telling me that the paperwork was ready for me to signIf they called me they did not leave a messageI ended up calling Brodie back and was told the papers were readyI appreciate all Brodie has done Regards, [redacted] ***

[redacted] Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn July 31, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Buick LacrosseAttached you will find the Simple Interest Retail Installment Contract for your referenceAt the time of purchase, our customer’s payments are set up to match their pay frequency from their source of incomeAfter six months, DriveTime customers may contact customer service to initiate a frequency change to match their desired payment frequencyThe actions described in our customer's correspondence are not in keeping with DriveTime's set standards of service and supportDriveTime strives to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respectOur loan servicing department is designed to work with our customer to make payment arrangements or offer assistance to resolve the past due amountOn March 26, DriveTime submitted a request to modify our customer’s payment frequencyWhen we did receive the returned documents from our customer, the documents were too darkThe request was declined due to the documents being illegibleOn April 14, 2015, DriveTime submitted a second request to modify our customer’s payment frequencyThe modification request was declined due to the documents being signed days after the effective date of the requestOn April 21, 2015, DriveTime submitted a third request to modify our customer’s payment frequencyFollowing this date, DriveTime’s Customer Relations Department emailed our customer the updated modification documents and received the completed forms from our customerOn April 29, 2015, we spoke with our customer and informed her that the frequency change was approved and was in the final stages of completionOur customer confirmed that she was pleased with this resolutionWe have reached an amicable resolution with this customerAs a goodwill gesture, DriveTime has applied a $credit to our customer’s principal balanceDriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at [redacted] Sincerely, [redacted] DriveTime Customer Relations

February 15, Revdex.com Ph(602) 212-Fax (602) 263- Re: Complaint # [redacted] To Whom It May Concern: Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn January 15, 2016, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a Toyota CamryOur customer also opted to purchase a year/50,mile Vehicle Service Contract, administered by [redacted] Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your referenceAll DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centersParts that fail inspection are replacedHowever, if a part is functioning at the time of inspection, there is no need to replace itPage one of the “Customer Delivery Checklist” under Important Reminder, states: “Our focus of the multi-point 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 page one of the “Customer Delivery Checklist” under Maintenance Items, states: “ These maintenance items are subject to replacement only upon failure of the component...” At the time of sale, our customer signed and dated the “Customer Delivery Checklist.” Attached you will the Customer Delivery Checklist for your reviewOn that same day, our customer was provided a document titled Retail Purchase Agreement outlining the details of our Vehicle Return ProgramOn page 1, under Vehicle Return Program, it states: “You will allow me the ability to return the Vehicle to DriveTime and rescind this Retail Purchase Agreement so long as I return the Vehicle: 1) To the DriveTime dealership where I purchased it within five calendar days ” Continued (Full version provided to the Revdex.com)

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns On July 18, 2014, we offered our customer the (3) three payment deferment that was originally requested in addition to another (1) one payment defermentWe credit (1) one payment to her account once her July 17, payment was madeWe set a promise to pay for Friday, July 25, On July 28, 2014, we reached out to our customer to let her DriveTime’s one payment credit to her account had posted and we were still waiting on her agreed upon paymentOur customer stated she did not have a payment until the August 2, We reiterated that her July 17, payment needed to be made in order for the deferment to go throughWe advised her that payment needed to be made by August 2, otherwise the deferment would expire On August 6th and 7th, we attempted to reach our customerWe left voicemails asking her to contact us regarding the account status On August 7, 2014, we overnighted a No Contact Letter for her to contact us by Monday, August 11, to go over what was neededAs of August 12, 2014, we have not received any contact As of August 12, 2014, our customer has yet to make the July 17, payment needed to process the payment deferments and the deferment paperwork has now expired In a final attempt to assist our customer with a deferment, (2) two payments are now needed since she has missed the additional payment that was due on August 2, The payments would need to be made by August 14, to process the deferments resulting in a new due date of August 17, If we do not receive the (2) two payment by the above date, we will be unable to further assist our customer with deferments DriveTime thanks the Revdex.com for their ongoing supportShould 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 attentionWe appreciate the opportunity to address our customer’s concernsOn February 12, 2014, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime, when she leased a Ford Five HundredAll lease vehicles come with a Life of Lease Limited Warranty, administered by [redacted] On January 8, 2015, we contacted our customer and advised that once the vehicle is diagnosed, we can review for possible assistanceWe offered to cover our customer’s first hour of diagnosisWe also requested our customer to submit any out of pocket repair receipts for reviewAs a goodwill gesture, DriveTime has applied a $credit to our customer’s accountDriveTime thanks the [redacted] for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ###-###-####Sincerely, DriveTime Customer Relations