DriveTime

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customers’ concerns. On February 11, 2015, our customer entered into a Cancel Anytime Lease Contract when she leased a 2005 GMC Envoy. All lease vehicles come with a Driver’s Lease Limited...

Warranty, administered by [redacted]. Included you will find the Closed End Motor Vehicle Lease and the Driver’s Seat Limited Warranty 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, it will not be replaced.  Page one of the "Lease Vehicle Inspection Checklist" under Important Reminder, states: "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." On February 13, 2015, our customer contacted [redacted] and was informed that since she is new into the lease, exceptions can be made to cover non-covered components under the Driver’s Seat Limited Warranty. On February 17, 2015, a repair facility contacted [redacted] and recommended the battery and serpentine belt be replaced. [redacted] made an exception and approved the recommended repairs. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s account. We have made several unsuccessful attempts to contact our customer to discuss her concerns. On February 20, 2015, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform our customer of our attempts to reach out to her. We encourage our customer to contact our Customer Relations department at ###-###-####, to discuss her concerns. DriveTime thanks the [redacted] 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 11, 2014, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2012 Nissan Altima. We have attached the Simple Interest...

Retail Installment Contract for your reference. DriveTime has temporarily ceased credit reporting to all three major credit bureau agencies. The cease is due to required system enhancements taking place in the way DriveTime has been reporting to the credit bureaus. We anticipate these enhancements will be completed no later than the first week of March. We understand the importance of building and maintaining a credit score. We also understand the importance of accurately reporting credit activity and that is why DriveTime has made the effort to complete these system enhancements. On January 18, 2015, we contacted our customer and offered the following resolution: DriveTime agrees to: ? Send a letter to our customer reflecting her past payment history ? Update her account’s credit reporting manually once credit reporting resumes As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principal balance. We apologize for any confusion or inconvenience this may have caused. 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 Department

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On November 19, 2013, our customer entered into a retail installment contract when she purchased a 2010 Dodge Avenger. The vehicle came with a 3 year/36,000 mile limited...

warranty administered by Aeverex. Included is a copy of the limited warranty agreement and the retail installment contract.At the time of sale, DriveTime provides our customers with a vehicle history report, called the[redacted]. The[redacted] 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 [redacted]. Additionally, our customer was provided a Customer Delivery Checklist. The Customer Delivery Checklist is provided to our customers to ensure they are comfortable with the condition of the vehicle prior to purchasing. Included you will find a copy of an Experian [redacted] which displays zero reported accidents. Additionally we have included the Customer Delivery checklist for your reference.On January 9, 2014, our customer contacted us stating her bumper had fallen off. We advised our customer the bumper is not a covered component under the limited warranty agreement. However, she was referred to a repair facility for a diagnosis.On January 13, our repair facility contacted us stating the bumper was loose due to impact damage. The repairs were denied as impact damage is not covered under the limited warranty agreement.On January 24, 2014, we contacted our customer and offered a settlement to waive her deficiency balance, delete the trade line from all major credit bureau agencies, and refund all payments made to the account. Our customer declined our offer.On January 30, we contacted our customer and came to an amicable resolution. We have agreed to offer payment deferments upon proof of completed repairs.As a good will gesture, DriveTime has applied a $25 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 [redacted].Sincerely, [redacted]Customer Relations Specialist

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

On February 19, 2014, our customer entered into a retail installment contract when she purchased a 2012 Chevrolet Malibu. The retail installment contract is attached for...

your reference.

DriveTime understands the frustration caused by the inability to produce permanent tags for our customer’s vehicle. An unforeseen title discrepancy has caused a delay in this process. At this time, we have rectified the title issue and are currently applying for permanent tags.

On April 21, 2014, we contacted our customer to address her concerns. During our conversation, we informed our customer we are providing her with a new 30-day temporary tag. Our customer will be furnished with a permanent tag before the temporary tag expires. As a goodwill gesture, DriveTime has have applied a one-payment credit to our customer’s account in the amount of $229.01. Our customer agrees that we have reached an amicable resolution.

As a goodwill gesture, DriveTime has applied a $25 credit to our customer’s principal balance.

DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted].

Sincerely,

DriveTime

Customer Relations

On February 16, 2016, our customer’s insurance representative contacted DriveTime. He advised the vehicle would be labeled as an unrecovered theft and the settlement amount of $10,686.47 would be paid to DriveTime. On February 22, we received the insurance payment and it was applied to our...

customer’s principal balance. On March 1, 2016, at 101 days past due, our customer’s loan charged off due to non-payment. All optional products, including the GAP coverage, were cancelled, and the pro-rated refunds were applied to our customer’s principal balance.
On March 29, 2016, our customer contacted DriveTime with concerns that his account was reflecting as a charge-off on his credit reporting. He stated the vehicle had been stolen, and his GAP coverage had not paid the remaining balance owed. We advised the account was in a charge-off status because the GAP payment had not yet been received. On the same day, DriveTime determined that documentation required to complete the GAP payoff process was missing.
On April 14, 2016, DriveTime spoke with our customer and advised the documentation reinstating the GAP coverage had been submitted. We informed him that once the GAP coverage was reinstated, his account would report as a paid loan. In addition, our customer’s account has been classified to no longer report negatively to his credit.
On April 20, 2016, we contacted our customer and addressed his concerns. We advised the GAP benefit had been reinstated, and the remaining deficiency balance would be paid in full. We also advised the loan would no longer show as charged off and would now reflect as a paid loan. We advised that the credit reporting would be reinstated once the account showed as a paid loan. Our customer was satisfied with this resolution, and we ended our correspondence on amicable terms.
Please see attachment for full response.

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On November 14, 2014, our customer entered into a Simple Interest Retail Installment Contract when he purchased a 2009 Dodge Charger. At the time of sale, our customer...

agreed to make 151 bi-weekly payments of $232.20 and 1 final payment of $230.27, beginning December 12, 2014. Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference.  On December 16, 2014, our customer inquired if the first Auto Payment of $232.20 posted to his account. We informed our customer a rejection notice was received and he should contact his bank to honor the Auto Pay. Later that day, our customer made a payment online for $233.00. On December 28, 2014, our customer contacted us inquiring if the second payment due on December 26, 2014 had posted to the account. We advised our customer the Auto Pay on his account was cancelled due to the rejection notice. Our customer made the past due payment of $232.20 over the phone and re-enrolled in Auto Pay. On January 9, 2015, our customer stated we were attempting to take out $323.20 when his payments are $232.20. We informed our customer it was an error on our end while setting up his auto-pay. We requested our customer send in a bank statement showing his overdraft fees. We offered to refund his overdraft fees through his bank and waive Drivetime’s NSF fee of $15.00. Our customer stated his bank has rejected the Auto Pay for 323.20. As agreed, we reset our customer’s Auto Pay for the correct amount $232.20. Our customer made a payment over the phone for his past due amount and we waived the fee of $4.50.  On January 12, 2015, we inform our customer the Auto Pay could not be set up due to an invalid transaction code. Our customer setup Auto Pay using a different bank account number. On January 23, 2015, our customer stated we were taking the Auto Pay from the wrong bank account. We advised the Auto Pay was setup with the bank account information he provided to us on January 12, 2015. The January 23, automated payment of $232.20 returned due to insufficient funds. On January 27, 2015, our customer made the January 23 payment over the phone. On February 2, 2015, our customer contact us to setup Auto Pay with a different account. Our customer’s Auto Pay is setup to draft on February 21 2014. We informed our customer he would need to make the February 6 payment manually. Our customer also noted his concerns about the vehicle’s driver side door and key issue. We went over the following information with our customer regarding these 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. Page one of the "Customer Delivery Checklist" under Important Reminder, states: "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 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 review. At the time of sale, our customer was provided an [redacted] AutoCheck Vehicle History Report. The [redacted] AutoCheck Vehicle History Report may indicate a prior accident record, a rental or government vehicle, registered in a storm area, and/or a theft record. If any of the items were applicable, these items would be noted in the Vehicle Information section on the [redacted] AutoCheck History report. Our customer signed and acknowledged the vehicle had been in zero reported accidents prior to purchase. On February 2, 2015, we contacted our customer and offered the following resolution: Customer agrees to: ? Be responsible for cosmetic concerns regarding the driver’s side door In exchange, DriveTime agrees to: ? Pay for our customer’s diagnostic cost and repair to fix the lock on the driver’s side door As a goodwill gesture, DriveTime has also applied a $25.00 credit to our customer’s principal balance. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime 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 refuse to accept their response. I could've had died from the smells that was coming from the air conditioning and the vets. I ended up in [redacted] for 105 fever with body aches have to be given morphine for pain. Since I have gave the car back I have not felt ill anymore, no more respiratory problems at all. If they didn't know that car had a leak in the air conditioning prior to selling a car because the car was not certified check as they claim it was. I have proof from Mini Cooper in writing that I complained about the bad odor. I was still in the 30 day warranty it was denied.

Regards,

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

On July 15, 2014, the DriveCare Powertrain Protection and GAP Coverage products were cancelled and refunded via a credit to our customer’s principal balance per his request.

In order to have the SkyLink Service cancelled and removed from the principal balance of the vehicle, our customer would be required to re-contract the Simple Interest Retail Installment Agreement. DriveTime has made multiple attempts to contact our customer in an effort to extend our offer to re-contract but have thus far been unsuccessful.

Additionally, the issues with our customer’s auto pay feature have been corrected and the feature has been set-up correctly.

At this time, DriveTime would like to extend our customer an offer to refund the full cost of the SkyLink Service ($495.00) in the form of a principal only credit to his account as a goodwill gesture. We encourage our customer contact us at [redacted] to accept our offer.

DriveTime strives to maintain exceptional level of service and treatment to all our customers.

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,

Customer Relations Analyst

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

On July 16, 2014, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2007 Honda Accord. Our customer purchased a 3 year/36,000...

mile vehicle service contract, administered by [redacted]. Included you will find the Simple Interest Retail Installment Contract and the vehicle service contract for your reference.

On September 23, 2014, our customer confirmed she received her metal plates. We have asked our customer to submit paid receipts for any out of pocket repairs. Once we receive her receipts, we will review for possible assistance. To this date, our customer has not contacted [redacted], the warranty administrator to discuss her repair concerns.

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 [redacted]- [redacted].

Sincerely,

DriveTime

Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. On January 19, 2015, we contacted our customer and offered the following resolution: DriveTime agrees to: - Waive deficiency balance of $10,524.36 - Delete trade line from all three (3) major Credit Bureau reporting agencies Our customer will be required to sign a Full Settlement and Release of Claims if she decides to take advantage of this offer. This settlement offer is good until January 30, 2015. On January 20, 2015, we contacted our customer and advised we sent her the settlement to sign and return. Our customer inquired if she would be subject to a 1099-C tax form. We informed our customer, we are obligated to report any waiver of deficiency balance. Our customer stated she would not sign the settlement due to the 1099-C tax form. 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 the third party concerns. On December 19, 2013, we received a credit dispute. We have confirmed we are accurately reporting as a voluntary repossession. On January 8, 2014, we receive an...

additional credit dispute. We have confirmed we are accurately reporting as a voluntary repossession. In order to complete our research on this account, we request the following information: - Copy of credit report including our entry and previous addresses. - Copy of social security card. - Clear and legible copy of a Driver’s license or Identity Card. - Customer’s signature. - Any other pertinent information. We encourage the third party to contact us at ###-###-####, to discuss his concerns. 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, DriveTime Customer Relations

March 4, 2016

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

Re: Complaint [redacted]

Ms. Hill,

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...

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. However I still feel that Drive Time should be more flexible and understanding to customers who are doing all that is asked of them to honor any and all agreements but have difficulties in doing so.

Regards,[redacted]

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

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On February 12, 2013, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2005 Chevrolet Equinox. Our customer was given two...

separate documents, explaining the finance charges and simple interest. The Simple Interest Retail Installment Contract and the What You Need to Know About Financing a Vehicle with DriveTime, have been attached for your review. On page one of the "What you need to know about financing a vehicle with DriveTime" document, under the section "Simple Interest" is as follows: "Your contract is a ‘simple interest’ contract. That means interest is charged each day on the amount you financed with us. When you make a payment your payment pays interest and then it pays/reduce the amount financed. If you pay late, your contract continues to charge interest. So, when you make your payment late more of your payment has to go to pay the extra interest. This less of your payment goes to pay/reduce the amount financed and it can take longer to pay off your contract with us. We strongly encourage you to make your payments on time!" On June 5, 2014, we contacted our customer and came to an amicable resolution. We informed her that she had not accumulated $4,000.00 in interest while trying to complete a frequency change over the past few months. Our customer’s frequency change has now been completed and her payments are due semi-monthly on the 2nd and 17th of every month. As a goodwill gesture, DriveTime has applied a $25 credit to our customer’s principal balance DriveTime thanks the [redacted] 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 February 8, 2012, our customer entered into a Simple Interest Retail Installment Contract when he purchased a 2009 Dodge Caliber. Included you will find the Simple...

Interest Retail Installment Contract for your reference. On October 9, 2014, we informed our customer we are accurately reporting as paid in full, to the three major credit-reporting agencies. Our customer stated he would contact the three major credit-reporting agencies for an updated credit report. As a goodwill gesture, DriveTime has mailed our customer a $25[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, DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On September 13, 2014, our customer entered into a Closed Ended Motor Vehicle Lease, when she leased a 2007 Dodge Caliber. Included you will find the Closed Ended Motor...

Vehicle Lease and the Life of Lease Warranty for your reference.On September 19, 2014, we received a call from the dealership that our customer informed them of mechanical issues that had occurred with her vehicle. We advised as a customer service gesture, we could reimburse our customer for any tow charges incurred to get vehicle to a repair facility. The nearest in-network repair facility the warranty provider referred our customer was not open on weekends. We made an exception to pay for a rental through Monday, September 22; our customer did not take vehicle into a repair facility until November 17.On November 17, 2014, Aeverex, the warranty provider, approved covering the diagnosis of the vehicle and the front brake pads. They denied the front tires, stabilizer link, MacPherson struts, alignment, and rotors as non-covered components under the warranty contract. The loss of power was due to a recall and is covered by the vehicle’s manufacturer.We obtained a copy of the claim to assess if there is any assistance we could provide. After careful review, we are able to cover the rotors, alignment, and the tires totaling $382.35. Our customer would be responsible for the MacPherson struts and the stabilizer link equaling $596.62. In addition, our customer’s account would need to be brought current for it is currently past due $430.05.At this time, we are unable to provide our customer with a full refund or replacement as requested.We have attempted to contact our customer on multiple occasions and have been unsuccessful. We encourage our customer to contact us at [redacted] if she would like to accept this offer or further discuss her concerns.As a goodwill gesture, DriveTime is applying a $25 credit to our customer’s account.DriveTime thanks Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at [redacted]- [redacted].Sincerely,DriveTimeCustomer Relations

March 14, 2016

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 re-address our customer’s concerns.
On March 2, 2016, DriveTime contacted our customer in an attempt to address his concerns. We advised him that the tires were above safety standards prior to purchase and driving the vehicle excessively will result in the vehicle needing maintenance related repairs more frequently. Our customer drove 4,806 miles in approximately one (1) month and unfortunately, DriveTime is unable to provide assistance with the tire replacement. Our customer understood and the call was ended on amicable terms.
On March 8, 2016, DriveTime applied a $25.00 goodwill credit towards our customer’s principal balance.
Without any further information, we are still unable to accommodate our customer’s request to replace the two rear tires on the vehicle.
We apologize for any confusion or inconvenience this matter may have caused. We encourage him to contact our Customer Relations department at [redacted] should he have any additional questions or concerns.
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,

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 January 15, 2014, our customer entered into a retail installment contract when he purchased a 2006 Ford Expedition. The vehicle came with a 3 year/36,000 mile limited...

warranty administered by Aeverex. Included you will find the retail installment contract and the limited warranty agreement for your reference.

We have been in contact with our customer and have reached an amicable resolution. As a goodwill gesture, we will credit our customer’s account $100.00 for non-covered repairs.

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

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 have additional documents showing proof that the repair shop gave the wrong mileage on the original request in July. I was told by [redacted] the supervisor to fax her the corrected mileage & I would be refunded the $250. After I sent her the fax it was delayed being delivered to her by another supervisor [redacted] for approximately 10 days. During that time I feel that [redacted] went into the account & modified the records to no longer show the original error. In my opinion Drivetime is trying to falsify records to avoid being responsible for selling me a car with a falty part. Is there a fax number that I could send the documents for your review? I don't have a scanner at this time. Thank you 

Regards,