DriveTime

June 24, 2016

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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 March 25, 2014, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2010 Honda Civic from DriveTime. Attached you will find a copy of the Contract for your review. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. 
We are currently attempting to contact our customer to obtain more information regarding their concerns, but have thus far been unsuccessful. We invite our customer to contact our Customer Relations department at [redacted]
DriveTime and Bridgecrest thank the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us at [redacted].
Thank you,
Jeremy N.
Customer Relations

Thank you all for taking the time to research this urgent issue. I have checked and double checked my account information. I am unsure why you will not be pulling my account into your system. The last place I want to call is your customer service line, when I have had less than reasonable results doing so. 
The account number is accurate as 114008064401 
The name on the account will be [redacted], and my name, [redacted], is listed as an account contact. My red 2008 mini cooper was purchased on June 2, 2014. Also, the email provided [redacted] is the email listed on the account. What more information would you need in order for your system to pull up my account?
The mini cooper is now back in the shop again due to another mechanical failure. The mechanic said he will try to have the warranty company to cover it but since they have hardly covered anything, I may be looking at yet another $600 repair out of pocket. This is the worst experience a consumer could ever imagine. The fact that this company is even Revdex.com rated is nauseating. Mind you, this car has been in a mechanic shop for a mind-blowing 19 times due to mechanical issues.
Reading the reviews online, I am not the only lemon this company has sold. In addition, the mechanic that no longer associates themselves with Drivetime had 3 more cars that needed brand new engines after purchasing from this location. One may be a coincidence, but this is out of hand. They pride themselves as "rigorously inspecting vehicles" but this proves the lamest example of false advertising from what someone would believe to be a reputable company.
I have provided MORE than enough information for Drivetime to not only locate my account, as well as rectify this horrible experience dealing with their location in Norfolk, VA. If they wish to remain in high standards nationwide, they absolutely need to do further investigation on this location in particular.

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customers’ concerns.
On April 2, 2014, our customers entered into a Cancel Anytime Lease Contract when they leased a 2004 Jeep Grand Cherokee. Included you will find the Cancel...

Anytime Lease contract for your reference. We have tried to reach out to our customer multiple times and have been unsuccessful. At this time, we are unable to assist with the cost of repairs.
However, we are able to offer the following option to our customer:
? Our customer pay $215.39 in over mileage fees.
In exchange, DriveTime agrees to:
? Exchange our customers into a different lease vehicle free of exchange fees. The vehicle would be in the same lease group to be able to transfer over their down payment.
Our customer also wanted a new lease to start where the previous lease would end. However, that is not an option in our system and the payments would stay with the vehicle for usage.
If our customers would like to take the above offer, we encourage them to contact us at the number below.
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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On April 3, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2009 Toyota Corolla. Attached you will find the...

Simple Interest Retail Installment Contract for your reference.DriveTime’s finance approval process is subject to several factors: down payment, income level, credit score, etc. We encourage all our customers thoroughly review all aspects of their finance agreement before signing the contract.Our customer’s description of DriveTime’s actions in her correspondence is not within DriveTime’s business practices. Prior to purchasing a vehicle, DriveTime obtains a customer’s credit score as it is reported with Experian, one of the three major credit bureaus. In the document titled, Your Credit Score and the Price You Pay for Credit, under "Checking Your Credit Report," it states:"You have a right to dispute any inaccurate information in your credit report. If you find mistakes on your credit report, contact the consumer reporting agency. It is a good idea to check your credit report to make sure the information it contains is accurate."Included you will find this Credit Report document for your reference.DriveTime offers a 60 Day Contract Rate Buy Down, for all finance customers. This Interest Rate Buy Down allows our customers the option to place extra money down within the first sixty days of purchase. This benefit allows our customers the opportunity to lower their interest rate and adjust their payment amounts or the length of their loan. The details of the Interest Rate Buy Down is included in our customer’s Simple Interest Retail Installment Contract.At the time of sale, our customers agreed to make 64 monthly payments of $340 and 1 final payment of $339.99, with an annual percentage rate of 20.823%. The payment terms were set to begin May 05, 2015 with a maturity date of September 5, 2020.On April 30, 2015, three business days before their upcoming monthly payment, our customer submitted a payment of $2,500 to be applied towards the Interest Rate Buy Down.On May 2, 2015, our customer called DriveTime to ensure that her $2,500 payment would be applied as an Interest Rate Buy Down. We advised our customer that we would need to submit a payment correction which would take 1-3 business days to complete.On May 5, 2015, a payment of $340 became due on our customer’s account. At this time our customer’s Interest Rate Buy Down process had not been completed. We contacted our customer to advise her that she would need to make her payment before we could proceed with the Interest Rate Buy Down.On May 8, 2015, we mailed our customer a letter informing her of the new terms of her contract after the Interest Rate Buy Down had been applied. Included you will find a copy of this letter for your reference.After the Interest Rate Buy Down was applied, our customers new terms reflected 62 monthly payments of $245.52 and 1 final payment of $245.15 with an annual percentage rate of 15.823%. The first payment of her new terms was set for June 5, 2015 with the same initial maturity date of September 5, 2020.On May 29, 2015, our customer contacted DriveTime to inquire about transferring $100 from her $340 payment made May 5th to apply it to her June 5th payment. We informed her that because her Interest Rate Buy Down had not applied prior to her May 5th payment, the payments made to date were accurate, and there was no money available to transfer.On June 4, 2015, our customer contacted DriveTime Customer Service to readdress her question from May 29, 2015. We informed our customer that we would look into the matter further and review the possibility of a payment correction for the $100 difference.On June 8, 2015, DriveTime’s Customer Relations Department called our customer to address her concerns. We reiterated that a payment correction was not possible as her payments made to date were accurate. After reviewing the history of our customer’s concerns, she requested a credit of $100 be applied to her account.On June 9, 2015, DriveTime’s Customer Relations Department attempted to contact our customer to speak with her in regards to her request to credit her account $100. DriveTime has agreed to apply a goodwill credit of $100 to our customer’s account. We encourage our customer to contact DriveTime’s Customer Relations Department at ###-###-#### for any additional questions regarding this matter.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

December 11, 2015RevDex.comPh.

(602) 212-2232Fax

(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 October 20,

2015, our customer entered into a Closed End Motor Vehicle Lease with DriveTime

when she leased a 2006 Nissan Sentra. The vehicle came with a Vehicle Service

Contract for the life of the lease, administered by Aeverex. Attached you will

find the Simple Interest Retail Installment Contract and Vehicle Service

Contract for your reference.All DriveTime vehicles are thoroughly inspected prior to sale at our

DriveTime inspection centers. Parts that fail inspection are replaced. However,

if a part is functioning at the time of inspection, there is no need to replace

it.Page one of the “Vehicle Delivery Checklist” under Important

Reminder, states: “Our focus in 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 leasing.” Additionally, on page one of the “Vehicle Delivery Checklist” under

Maintenance Items, states: “…These maintenance items are subject to replacement only upon

failure of the component...” At the time of lease, our customer signed and reviewed the “Vehicle

Delivery Checklist.” Attached you will the Vehicle Delivery Checklist for

your review.On October 26,

2015, our customer contacted DriveTime and stated concerns with the vehicle’s

battery. Our customer was advised to contact Aeverex for an in-network repair

facility for diagnostic. On that same day,

our customer contacted Aeverex and stated mechanical concerns with the vehicle.

Aeverex advised our customer to take the vehicle into an in-network repair

facility for diagnostic. On November 23,

2015, our in-network repair facility filed a claim with Aeverex for the repair

of engine mounts, battery terminal ends, and radio. Aeverex advised our

customer that the repairs were approved under the terms of the Vehicle Service

Contract. On November 27,

2015, our customer contacted Aeverex and stated ongoing concerns with repairs

that were previously completed at our in-network repair facility. Aeverex

advised our customer to take the vehicle back to our in-network repair facility

for diagnostic. On December 1,

2015, our customer contacted Aeverex and stated that she was unable to get the

vehicle into the in-network repair facility due to needing the vehicle to get

to work. Aeverex advised our customer that they were unable to assist without a

new diagnostic on file. On that same day,

our customer contacted DriveTime and expressed her concerns with the check

engine light in the vehicle. DriveTime also advised our customer to take the

vehicle back to our in-network repair facility for diagnostic.  On December 4,

2015, DriveTime contacted our customer in an attempt to address her concerns

and reach an amicable resolution. We advised our customer that DriveTime would

make an exception to the Vehicle Service Contract and provide her with two days

of a direct bill rental vehicle once the vehicle is at our in-network repair

facility for diagnostic. On that same day,

our customer advised DriveTime that the vehicle has passed emissions testing.

In turn, DriveTime was able register the vehicle in the state of Arizona. Currently, there

have been no claims filed with Aeverex in regards to our customer’s mechanical

concerns with the vehicle. We encourage our customer to take the vehicle into

our in-network repair facility for diagnostic. Without any new information, DriveTime is unable to accommodate our

customer’s request to be placed into a different vehicle with us. We encourage

our customer to contact our Customer Relations department at 800-965-8043 for

further assistance. We apologize for

any confusion or inconvenience this matter may have caused. As a goodwill

gesture, DriveTime has sent a $25.00 American Express gift card to our

customer’s address on file. DriveTime

thanks the Revdex.com for their ongoing support. Should you have

any questions or concerns, please contact us by calling us at 800-965-8043. Sincerely, Diana C.DriveTime Customer

Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.

On April 22, 2014, our customer entered into a Closed End Motor Vehicle Lease with DriveTime, when she leased a 2008 Pontiac Torrent. Included you will find the Closed...

End Motor Vehicle Lease for your reference.

On July 1, 2014, we contacted our customer and came to an amicable resolution. DriveTime paid the recovery fees in the amount of $300.00 and our customer paid the past due in the amount of $340.16 to redeem the vehicle. DriveTime sent the vehicle release to the recovery agency the same day permitting our customer to pick up the vehicle.

At this time, we have accommodated our customer’s request. We have attempted to contact our customer to discuss the situation further, but have not been able to reach her. DriveTime has sent a certified letter containing the information included in this response.

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,

DriveTime

Customer Relations

Dear Ms. [redacted],Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customers’ concerns. On July 10, 2013, our customers entered into a retail installment contract when they purchased a 2008 Chevrolet Aveo with 67,410 miles. The vehicle came with a 3 year/36,000 mile limited warranty administered by Aeverex. The retail installment contract and the limited warranty agreement have been included for your reference.All DriveTime vehicles are thoroughly inspected prior to sale at our inspection centers. At the time of sale, DriveTime provides our customers with an Experian AutoCheck Vehicle History Report. The Experian 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. These items will be noted in the Vehicle Information section on the Experian AutoCheck Report. Our customer signed and acknowledged the vehicle had not been in any accidents prior to purchase. I have included the document for your review. Additionally, our customers signed the “What you need to know about financing a vehicle with DriveTime” agreement. Page two, section “Title History Report” states, “You have received and reviewed your title history report. The Experian AutoCheck report is created by a private company not affiliated with DriveTime. AutoCheck gets information from government and private businesses. We give this report to you as a courtesy. Use or 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 AutoCheck report obtained after you purchased the vehicle. You should research the vehicle thoroughly before purchasing and fill out the AutoCheck Buyback Protection Registration Form after purchasing.” I have included the document for your review. Our customers reviewed and signed the limited warranty agreement at the time of sale. The limited warranty agreement specifically lists what items are covered, it also list excluded components.In July and August, our customer contacted Aeverex, regarding repair issues with the vehicle. A claim from a repair facility for these issues was never filed.On September 13 and October 15, our customers contacted us stating they paid for repairs on the vehicle, which was the reason for their account becoming past due. We advised our customers to submit repair receipts for possible assistance on their account. On October 22, the vehicle was placed for repossession, the account was 59 days past due. Later that day, we received a copy of our customers repair receipts.On October 30, we contacted our customers and informed them in order to eligible for payment deferments one payment would be need to be made. This payment was required due to an insufficient payment made on August 24. Our customers informed us they would make a payment on November 1. We accepted the arrangement and informed our customers the vehicle was out for recovery due to the loan being 67 days past due. On November 22, the vehicle was located and recovered at 90 days past due. On November 23, our customers contacted us stating they sent us the repair receipts and they have honored the contract. Our customers requested we reimburse them for the total cost of repairs. We informed them they have not kept their contractual obligations, and are in default of their loan. We also advised them they did not satisfy the arrangements made on October 30, to qualify for payment deferments. We informed them they have the option to redeem the vehicle and reinstate the loan.On January 3, we spoke with our customers regarding the repairs and recovery of the vehicle. During the conversation, the phone was disconnected. At this time, we are unable to accommodate our customers request for reimbursement of money spent on repairs or lost wages. We advise our customers to submit repair receipts for review.As a goodwill gesture, DriveTime has mailed a $25.00 [redacted] gift card.                     DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely,DriveTimeCustomer Relations

Dear Ms. [redacted],

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.

On February 17, 2014, our customer entered into a Closed End Motor Vehicle Lease Contract when she leased a 2006 Mazda 3. Our customer agreed...

to make 64 bi-weekly payments of $192.98 beginning on March 08, 2014. Included you will find the Closed End Motor Vehicle Lease Contract for your reference

On July 14, 2014, DriveTime attempted to contact our customer due to her account becoming two (2) days past due.

On July 17, 2014, DriveTime activated a buzzer within the vehicle as a courtesy to alert our customer of the past due balance. The buzzer is a device that activates upon ignition, which emits a noise to alert our customers when they are in default of the lease agreement.

On July 18, 2014, DriveTime recovered the vehicle due to non-payment. At the time of repossession, DriveTime was unable to verify proof of insurance for the vehicle. Therefore, we were unable to immediately release the vehicle back into our customer’s possession.

On July 21, 2014, DriveTime contacted our customer and credited her account $68.00 as a good will gesture for the overdraft fees she had incurred. Our customer completed payment of the past due balance and provided DriveTime with current insurance information. Later that day, DriveTime sent release paperwork to the third party repossession agency and contacted them in an effort to waive any storage fees our customer may have acquired.

As a goodwill gesture, DriveTime has credited our customer’s account $25.

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.]

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,

May 29, 2015

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[redacted]

[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 July 31, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2006 [redacted] XC90. Our customer opted to purchase a 5 year/50,000 mile Vehicle Service Contract (VSC), administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference.
 
On October 28, 2014, our customer contacted [redacted] with engine mount and fuel pump concerns. She advised [redacted] that the vehicle was currently at an in-network repair facility being diagnosed.
 
On October 29, 2014, our customer contacted [redacted] to see if they had heard from the repair facility. [redacted] advised they had not, and that the repair facility where our customer’s vehicle was being diagnosed was no longer in-network. [redacted] referred our customer to an in-network repair facility, but no claim was ever filed regarding this matter.
 
On March 16, 2014, our customer contacted [redacted] with concerns about the rack and pinion. [redacted] advised that those parts would not be covered under the terms of the VSC. Our customer contacted DriveTime in regards to the rack and pinion.  We encouraged her to have an in-network repair facility call a claim into [redacted] so we could review options to assist with non-covered repairs. No claim was ever filed regarding this matter.
 
On May 11, 2015, our customer contacted [redacted] with drive axle concerns. [redacted] approved our customer to take the vehicle to an out-of-network repair facility for diagnosis, per DriveTime’s request.
 
On May 12, 2015, an out-of-network repair facility filed a claim with [redacted] for engine mounts, the front drive axle, the stabilizer link, the fuel filter, the turbo air hose duct, and other miscellaneous repairs. The front drive axle was approved under the terms of the VSC; however, the additional repairs were declined under the VSC.
 
On May 13, 14, and 15, 2015, DriveTime attempted to contact our customer regarding her non-covered repairs, but we were unable to reach her. We left messages for our customer encouraging her to contact us so we could address her concerns.
 
On May 18, 2015, our customer contacted DriveTime in response to the calls she had missed. We advised our customer that we would make a one-time exception to approve the stabilizer link and turbo air hose repairs, while our customer would be responsible for the other maintenance items and engine mounts. We also advised our customer that if she paid for the engine mount repairs out-of-pocket, we would offer up to two payment deferments after reviewing her paid receipts.
 
On May 19, 2015, DriveTime contacted [redacted] and approved the stabilizer link and turbo air hose repairs.
 
On May 20, 2015, our customer contacted DriveTime with concerns that not all the repairs were being covered. Our customer requested a follow up call from the Customer Relations department. We attempted to contact our customer to follow up with her, but were unsuccessful.
 
On May 21, 2015, our customer contacted DriveTime to discuss her non-covered repairs. Our customer stated she was unhappy with the assistance she had been offered. We advised our customer that beyond the repair exceptions we had already made, we would only be able to offer payment deferments if our customer paid out of pocket for the remainder of the repairs.
 
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 insure 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 this document for your reference.
 
On May 23, 26, and 28, 2015, we attempted to contact out customer to discuss her Revdex.com complaint. We have made several unsuccessful attempts to contact our customer to discuss her concerns. On May 28, 2015, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform her of our attempts to reach out to her. We encourage our customer to contact our Customer Relations department at [redacted].
 
At this time, we are unable to accommodate our customer’s request for DriveTime to reimburse her for the total cost of her out-of-pocket repair expenses.  We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has applied $25 to our customer’s principal balance.
 
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted]
 
Sincerely,
 
[redacted].
DriveTime Customer Relations

[redacted] Revdex.com Ph. [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...

October 2, 2012, our customer entered into a Simple Interest Retail Installment Contract with [redacted] when he purchased a 2006 [redacted] 300 for a total sale price of $15,537.86. The "Simple Interest Retail Installment Contract" and "What You Need to Know about Financing a Vehicle with [redacted]" were given to our customer at the time of sale to explain the finance charge and simple interest and are attached for your review. On page one of "What You Need to Know about Financing a Vehicle with [redacted]", simple interest is explained as follows: "Your contract is a ‘simple interest’ contract. That means a "finance charge" (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/reduces the amount financed. If you pay late, your contract continues to accrue interest. When you make your payment late, more of your payment has to go to pay the extra interest. This means 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." [redacted]’s  customers are given a copy of their Retail Installment Contract after purchasing a vehicle. On the first page of the contract, as required by the [redacted], "boxes" highlight and itemize the annual percentage rate, finance charge, amount financed, total of payments, total sale price and a payment schedule. The payment schedule states our customers agreed to make 68 monthly payments of $420.76 beginning November 6, 2012, and 1 final payment of $419.30. On October 15, 2014, [redacted] exercised their contractual right to secure the vehicle, since the account was 131 days past due. Please refer to the "Simple Interest Retail Installment Contract," section labeled "Default": "You will be in default if you do not make any payment in full when such payment is due...Additionally, we may take back (repossess) the vehicle" A customer would retrieve any personal belongings in the vehicle at the time of recovery from the recovery agency. Typically, a customer would have 30 days to claim personal belongings, and a fee may be required from the agency to obtain them. On October 21, 2014, our customer’s account charged off at 137 days past due which would be the last day interest was accumulated. On December 24, 2014, we spoke to our customer and provided him with the following payoff: Principal Balance: $10,093.15 Interest: $1,141.81 Current Late Fees: $15.00 . Total: $11,249.96 We explained to our customer that the interest owed is the interest that was accumulated prior to the account charging off. We explained simple interest and how paying late would affect the amount of interest that accumulated. Attached you will find an in-depth example from the My[redacted] FAQ section explaining simple interest calculation and how the timing of payments affects the balance. At this time, we are unable to accommodate our customer’s request to remove the loan from his credit reporting. Per our customer’s request, we have attached a copy of his transaction history. We have offered our customer the opportunity to settle the remaining balance; however, our customer advised he was seeking legal counsel. As a goodwill gesture, [redacted] has mailed our customer a $25.00 [redacted] gift card. [redacted] 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 Relations

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 did email my bank statements, spoke with [redacted].  He did show me where they allegedly returned the money in December, but there is nothing in two months of bank statements.  I have since heard nothing.  I am really nervous to have to send bank statements for now, the fourth time!  They cannot show me anything other than a computer log showing it was returned.  I have not received it.Regards,[redacted]

February 11, 2016

Jasmine Hill
Revdex.com
Ph. (602) 212-2232
Fax (602) 263-0997 

Re: Complaint # [redacted]

Ms. [redacted]

Thank you for bringing this matter our attention. We appreciate the opportunity to re-address our customer’s concerns.

Without any new information, DriveTime is unable to further assist our customer. We encourage our customer to contact our customer relations department at [redacted] if she has any additional concerns.

We apologize for any confusion or inconvenience may have caused. Should you have any questions or concerns, please contact us by calling us at [redacted].

Sincerely,

Justin M.
DriveTime Customer Relations Department
Tell us why here...

September 9, 2016

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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 January 11, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2011 Dodge Grand Caravan. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. Additionally, our customer purchased a Vehicle Service Contract serviced by Aeverex. Attached you will find a copy of the Contract and the Vehicle Service Contract for your review.
On July 6, 2015, our customer took her vehicle to a repair facility for a diagnosis due to no-start concerns. The repair facility filed a claim with Aeverex to suggest an alternator replacement. Aeverex approved the alternator, as it is covered by the Vehicle Service Contract.
On April 14, 2016, our customer took her vehicle to a repair facility for a diagnosis of her transmission concerns. The repair facility filed a claim with Aeverex to suggest the transmission be replaced. Aeverex provided approval for the transmission replacement, as it is covered by the Vehicle Service Contract.
On May 25, 2016, our customer took her vehicle back to the repair facility reporting transmission concerns. The repair for the transmission was covered by a parts and labor warranty at the repair facility. Aeverex authorized 7 days of rental reimbursement for our customer at a rate of $25.99 per day due to the repair having to be complete again.
On August 16, 2016, our customer took her vehicle to a repair facility with concerns of the vehicle not starting. The repair facility filed a claim with Aeverex to suggest a fuel pump replacement. Aeverex provided approval for the fuel pump, since it is covered by the Vehicle Service Contract.
*Full Response Provided to the Revdex.com*

January 28, 2016

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Revdex.com

Re: Complaint # [redacted]

Dear Ms. [redacted],

On April 11, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2010 Ford Fusion. At time of sale, our customer agreed to make 140 bi-weekly payments of $161.15 and one final payment of $161.04 beginning May 8, 2015. Attached you will find the Simple Interest Retail Installment Contract for your reference.

On October 06, 2015, a normal bi-weekly payment of $161.15 became due.

On October 14, 2015, our customer contacted DriveTime in regard to a payment that she had made stating this was not reflecting on her account.

On November 2, 2015, DriveTime advised our customer that we were able to locate the online bill pay payment sent from her financial institution. We advised that the bill pay payment received reflected another customer account number and was applied to another account accordingly. As a result, we corrected our customer’s account for the payment to be processed to our customer’s account and reflect as received on October 6, 2015. During this time, our customer’s account did not accrue any late fees or negative reporting to the credit bureaus.

On December 26, 2015, our customer returned the vehicle to a DriveTime sales lot as a voluntary surrender. At that time, our customer’s account was updated to reflect as a charge-off voluntary surrender.

On January 25, 2016, we contacted our customer and came to an amicable resolution. We advised our customer that we would be unable to rescind the Simple Interest Retail Installment Contract. We discussed the above information and advised our customer to contact us at ###-###-#### with any further questions or concerns.

As a good-will gesture, DriveTime has applied a $25 credit towards our customer’s principal balance.

Sincerely,

DriveTime Customer Relations

September 24, 2015
 

[redacted]...

[redacted] 

 

 
To Whom It May Concern:
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our potential customer’s concerns.
 
 On July 8, 2015, our potential customer entered into a layaway agreement with DriveTime allowing him to place a $100 deposit towards a vehicle. Our potential customer did not have the correct paperwork to complete his purchase at the time; he arranged to return to the dealership at a later date.
 
On June 18, 2015, DriveTime attempted to contact our potential customer to follow up with him in regards to his layaway. One of our potential customer’s family members informed us the customer has experienced a medical emergency.
 
On June 24, 2015, DriveTime left a voicemail for our potential customer informing him the Layaway agreement timeframe had expired. We advised him on the voice mail a refund check would be waiting for him at the dealership.
 
From June 29, 2015, through August 10, 2015, we attempted to contact our customer multiple time to advise him of his pending refund.
 
On September 17, 2015, we contacted our potential customer to address his concerns. We advised him his refund check had been waiting for him at the dealership. We offered our potential customer the option to ether retrieve the check personally, or we could have the check mailed to his current address. Our customer advised he would return to the dealership and retrieve the check himself. Our customer was pleased with the resolution and advised he considered this matter resolved.
 
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

September 18, 2015 BetterBusiness BureauPh.[redacted]

[redacted]   Re:[redacted]

 To Whom ItMay Concern:  Thank you for bringingthis matter to our...

attention. We appreciate the opportunity to address ourcustomer’s concerns.On March 17, 2012,our customer entered into a Simple Interest Retail Installment Contract withDriveTime when he purchased a 2005 Dodge Ram. At the time of sale, our customeragreed to make 125 bi-weekly payments of $206.12 and one final payment of$203.88, beginning on April 14, 2012. Attached you will find the Simple InterestRetail Installment Contract for your reference.On October 1,2012, our customer contacted DriveTime and advised he wished to have additionalfunds paid beyond his regular payment applied to his principal balance. Weadvised our customer that as he was enrolled on our automatic paymentwithdrawal service (Auto Pay), he would need to contact us after each paymentto have the remainder applied to the principal balance. If he did not contactus, the excess payment amount would be applied to his next scheduled payment. During the life ofthe loan, our customer would periodically contact DriveTime to have the excesspayment amount applied toward his principal balance. When these requests werereceived, DriveTime would grant our customer’s request and apply the excesspayment amount to our customer’s principal balance. On August 20,2015, our customer contacted DriveTime in regard to the current payoff amounton his loan. We advised our customer that his current payoff amount of $233.02would be valid through August 30, 2015. At that time, our customer canceled hisAuto Pay enrollment. We have not since received any payment toward ourcustomer’s account.Due to our customer’s numberbeing on our “Do Not Call” list, we havebeen unable to contact him via telephone to address his concerns. On September14, 2015, we sent a letter via FedEx to his address on file. The purpose ofthis letter is to inform our customer of desire to speak with him. We encouragehim to contact our Customer Relations department at [redacted] We apologize forany confusion or inconvenience this matter may have caused. As a goodwillgesture, DriveTime has applied a credit of $236.27 toward our customer’sprincipal balance, paying off his loan. Our customer’s loan is now reflectingas having been paid in full. A title with our customer’s name as the lienholderwill be mailed to his address on file.DriveTimethanks the Revdex.com for their ongoing support. Should you haveany questions or concerns, please contact us by calling us at [redacted]  Sincerely,  [redacted]DriveTime CustomerRelations

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 am not satisfied as I was not told of any credit to my account.  I lost out on a $500.00 dollar bonus through my work cause I had to come to work late due to the sunroof break OPEN.  ** refers to me in the complaint as a male and not a female which is insulting.  I have not received any of the money from the previous repair to-date.  They are slowly working on the repair.  Right now my car is at Toyota getting an estimate on what the remainder of the repair will cost. This is costing me time, money, sleep, and a lot of stress.  I am not happy at all with the way Drive Time Corporate provides it customer service.  If someone tells you they are going to call you back on a Mon. or Tues. and you have to call them back on Thursday to find out the person you were dealing with was sick and apparently no one could of called me to let me know he was sick.  All together they have cost me $1,191.51.  This is the $691.51 for the partial repair and $500.00 dollar bonus which I am no longer eligible for so $25.00 doesn't even come close to it.  Plus I  believe the remainder of the repair is going to cost close to $1000.00 if not more... So Please tell me where the $25.00 dollars would be acceptable to anyone. 

Regards,

September 3, 2014

Revdex.com

Ph. [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 August 28, 2010, our customer entered into a simple interest retail installment contract when she purchased a 2004 Chevrolet Malibu. Included you will find the simple interest retail installment contract for your reference.

On September 2, 2014, we contacted our customer and came to an amicable resolution. We will be assisting our customer with a one-payment deferment to bring the account current.

We have removed our customer’s place of employment phone number from our system.

As a goodwill gesture, DriveTime has credited our customer’s principal balance $25.00.

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,

DriveTime

Customer 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]