DriveTime

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On July 22, 2014, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when he co-signed for the lease of a 2005 Ford Explorer. All lease...

vehicles come with a Life of Lease Limited Warranty, administered by Aeverex. Included you will find the Closed End Motor Vehicle Lease Contract and the Life of Lease Limited Warranty Contract for your reference.At the time of lease, our customer signed and reviewed the Motor Vehicle Periodic Renewal Lease agreement. On Page 2, under section 6, titled Types and Amounts of Required Insurance Coverage, it states:"You agree to notify us immediately… if you 1) changed your insurance carrier…"In addition, on Page 2, section 8 titled Default, Repossession and Other Remedies, it states:"The following are events of default… (c) You do not maintain required insurance… If you are in default, after waiting any time the law requires, we may… (e)Take (repossess) the vehicle wherever we find it and enter any property where the vehicle may be to do so."On January 23, 2015, DriveTime’s Insurance Service Center received a cancelation notice for our customer’s prior insurance policy, effective September 25, 2014. We attempted to call the primary account holder (lessee) of our customer’s account and we sent an email requesting updated proof of insurance.On January 26, 2015, DriveTime made a second attempt to reach out to the lessee on our customers account. At this time we enabled the buzzer in our customer’s vehicle to notify him that his account was in default.On January 28, 2015, we made a third attempt to call the lessee on our customers account. We later received a call from the lessee and we informed him of the insurancedefault. We explained that he had 24 hours to supply us with the proper proof of his new insurance policy.On January 30, 2015, the primary account holder contacted DriveTime to inform us of his new insurance carrier. We advised him that we needed the new policy number and proper proof of insurance documents. We disabled the buzzer on our customer’s vehicle.On May 12, 2015, we sent a letter to our customer to inform him of the need for proof of insurance. We have attached a copy of the letter sent for your reference.On June 2, 2015, DriveTime’s Insurance Service Center attempted to contact our customer to request the new policy information and proof of insurance.On July 2, 2015, our Insurance Service Center made an additional attempt to contact the lessee in regards to his insurance. We activated the buzzer to notify our customer that his account was in default.After no receipt of documentation, we contacted our customer’s new insurance company and they were unable to locate an active insurance policy under the lessee’s name. All DriveTime lease agreements require the account holder to be listed as the named insured on the active insurance policy. This requirement was provided to our customer in the letter we sent to our customer on May 12, 2015.On July 6, 2015, after no further updates or contact from our customer, the account was assigned for recovery.On July 7, a third party agency recovered our customer’s vehicle due to default. Following the recovery, our customer contacted DriveTime’s corporate offices to inquire about redemption. Our customer provided the documents required as proof of insurance and he paid the $25 recovery fee. We informed our customer of the recovery agency’s phone number and the hours of operation to proceed with redeeming his vehicle. On July 8, 2015, our customer redeemed the vehicle.DriveTime was unable to provide our customer with an address as our third party recovery agencies often have multiple lots in which they hold vehicles. We provided our customer with the appropriate contact information in order to make arrangements with the recovery agency directly.On July 15, 2015, we contacted our customer’s insurance carrier regarding our customer’s current insurance policy. They notified us that our customer’s policy had initiated on June 12, 2015, and no policy was in place prior to that time. From January 23, 2015 through July 7, 2015, DriveTime made multiple attempts to contact our customer and the new insurance carrier to obtain required proof of insurance. The required documentation was not provided to DriveTime until after the vehicle was recovered.At this time we are unable to accommodate our customer’s request. We have made several unsuccessful attempts to contact our customer to discuss his concerns. On July 15, 2015, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform our customer of our attempts to reach out to him. We encourage our customer to contact our Customer Relations department at ###-###-####, to discuss his concerns.We apologize for any confusion or inconvenience this may have caused. As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s account.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,[redacted].DriveTimeCustomer Relations

I did receive a call from Carlos at Drivetime regarding my complaint to the Revdex.com. He informed me that the person that deleted the 30 day late mark did so by mistake so they then put it back on. He informed me that it was against the law to remove a 30 day late from your credit report (If so the person that did it before broke the law) I know this to be untrue, I am asking for a good will adjustment to my credit report. It is not fair to my wife and I that we paid all this money for the car and worked so hard building our credit up just to have this one 30 day late mark on our credit ruin 5 years of hard work. I do not want this on my credit report for the next 7 years. You can plainly see that I did in fact trade the Altima in and that I was in constant contact with both DT and the other dealership until the payoff was received. I am being punished for the dealership taking so long to pay off my car and that is extremely unfair. To make it worse I dealt with this exact issue in the past to the point of calling the corporate office to have it removed to which they agreed and removed it now they say "Sorry it was a mistake" Mistake or not it was deleted and should have been left deleted. Even if I have to call everyday until I speak to the CEO of the company I will not rest until this negative mark is removed. I am asking that DT puts themselves in my shoes. Work hard for 5 years to better your credit score paying 20% interest and $27,000 on a 2008 car plus working hard to make sure that all other bills are paid on time so that you can better your credit for a better future for yourself and your family, When you finally get to where you want to be it is all ruined because of 1 simple late payment that was 100% beyond your control. How would that make you feel? I truly appreciate DT for trusting me and giving me the opportunity to purchase a car when no other dealers would, I just ask that they now do the right thing.

March 3, 2016

text-align: justify;"> 
Jasmine Hill
Revdex.com
Ph. (602) 212-2232
Fax (602) 263-0997 
 
Re: Complaint # [redacted]
 
Dear Ms. Hill,  
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our non-customer’s concerns.
 
On October 25, 2015, DriveTime hosted the DriveTime Kids in Need 5k Fun Run in a total of 48 events nationwide. DriveTime sponsored 133 children with medical needs across the country to assist the families in need. The totality of donations exceeded $230,000 for this cause.
 
After the collection of all donations were received, DriveTime began to mail out checks to the 131 sponsored children’s families. In this case, DriveTime did not have an updated address to send the check.
 
On March 1, 2016, DriveTime sent our customer a check for the charity funds received as agreed upon.
 
As an additional good-will gesture, DriveTime has sent a $25 American Express Gift Card to the address on file.
 
Should you have any questions or concerns, please contact us by calling us at [redacted]
Sincerely,
 
Justin M.
DriveTime Customer Relations Department

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On January 11, 2013, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2008 Hyundai Accent. Attached is a copy of 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. We anticipate these enhancements will be completed no later than March. We apologize for any confusion or inconvenience this may have caused.  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 February 23, 2015, we advised our customer of our system enhancements. We offered to mail our customer a letter reflecting her payment history, however she declined. At this time, we are unable to accommodate our customer’s request.As a goodwill gesture, DriveTime has 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

January 14, 2016

Revdex.com
Ph. ###-###-####
Fax ###-###-#### 

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 January 7, 2016 DriveTime spoke to our customer and offered her the following resolution:

DriveTime agrees to:
·         Waive deficiency balance of $13,185.04
·         Delete trade line from all three (3) major Credit Bureau reporting agencies
·         Refund our customer the amount of $1,550.00

In exchange, Customer agrees to:
·         Release possession of the vehicle back to DriveTime

Our customer accepted DriveTime’s offer and was satisfied with the resolution provided.
On January 11, 2016, DriveTime contacted our customer in an attempt to re-address her concerns. DriveTime re-reviewed the resolution previously stated. Our customer understood and was satisfied with the resolution provided.
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.
                                        ...⇄ /> Sincerely,

Diana C.
DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. On 8/17/2013, our customer entered into a Simple Interest Retail Installment contract with DriveTime when he purchased a 2007 BMW 3 Series. The vehicle came with a 3 year/36,000 miles DriveCare Limited Warranty, administered by Aeverex. Attached you will find the Simple Interest Retail Installment and the DriveCare Limited Warranty agreement 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 "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. The following is our customer repair history: - February 20, 2014, a repair facility contacted Aeverex and recommend repairing a valve cover gasket. Aeverex denied the repair since it is not covered under the limited warranty. - May 22, 2014, a repair facility contacted Aeverex and recommend repairing a head gasket. Our customer was referred to a different repair facility, as the current repair facility did not have the tools to complete the repair. - May 23, 2014, the new repair facility contacted Aeverex and recommended repairing a head gasket. - On June 6, 2014, Aeverex approved for a third party inspector to verify the needed head gasket repair once our customer returned the vehicle to the repair facility. DriveTime made an exception to offer a direct bill rental until the repairs were completed. - On June 9, 2014, Aeverex approved the head gasket repair. - On June 26, 2014, DriveTime made an exception to cover oil pan gasket ($1,080.14) repair as this component is not covered by the limited warranty. DriveTime extend the direct bill rental until the repair were completed. - On July 7, 2014, DriveTime made an exception to cover the 02 sensors ($524.00) as this component is not covered by the limited warranty. DriveTime extend the direct bill rental ($668.51) until July 8 when our customer repairs were completed. - On April 28, 2015, a repair facility contacted Aeverex and recommend repairing a compressor HVAC and expansion valve. The repairs were covered under the limited warranty. - On May 26, 2015, DriveTime offered to credit our customer account $223.65 as goodwill gesture for the time he was without a vehicle while it was being repaired for the compressor HVAC and expansion valve repairs.- On May 27, 2015, a repair facility contacted Aeverex, recommend repairing Schrader valve and rack and gearbox. The Schrader valve was approved under the limited warranty and the rack and gearbox was declined, as it is a non-covered component. - On June 1, 2015, we offered our customer a two payment ($924.26) deferment for his out of pocket expense on the rack and gearbox. Our customer declined the offers of a $223.65 credit to his account and a two-payment deferment. On June 17, 2015, our customer accepted the following offer: DriveTime agrees to: - Waive deficiency balance of $18,800.48 - Delete trade line from all three (3) major Credit Bureau reporting agencies - Payment/reimbursement to Customer in the amount of $800.00 In exchange, Customers agrees to: - Release possession of vehicle to DriveTime - Reply to his social media posting stating, "Thank you DriveTime for contacting me and working with me towards an amicable resolution." Our customer will be required to sign a Full Settlement and Release of Claims if they choose to take advantage of this offer. This settlement offer is good until June 30, 2015. 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 4, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a 2011 Chevrolet Impala. Included you will find the...

Closed End Motor Vehicle Lease Contract for your reference.At the time of lease, our customers agreed to make periodic payments of $241.95. The first payment was due on April 21, 2015, followed by 64 periodic payments of $241.95 due every other Tuesday. In addition, by signing and reviewing the included Simple Interest Retail Installment Contract, our customer agreed to finance $348.70 of the money due at lease signing. This agreement was to be paid back in the form of three bi-weekly payments of $87.18 and one final payment of $87.16 beginning on April 21, 2015.Our customer reviewed and signed the Return Anytime Lease document prior to leasing the vehicle. On page 3, Subtitle "Default, Repossession, and Other Remedies," it states:"The following are events of default: (a) you fail to pay any periodic payment when due or any other amount you owe under this Lease when we ask you for it."For the next four weeks our customer made payments, many of which were reversed. During this time, our customer requested an extension to pay on her first payment, which we were unable to make available to her. Also during this time, we informed her that it could take one to three days for payments to post and explained she would be responsible if payments were reversed. We reminded our customer of the zero day grace period.On May 14, 2015, our customer contacted DriveTime about making a payment of $429.34. We informed our customer that with her intended payment of $429.34 the account would be current. We reminded our customer that if funds are returned she would be responsible for payment.Between May 14th and May 17th of 2015, our customer submitted two payments to her account. The first payment was made in the amount of $429.34 and the second payment was for $129. This caused our customers account to be paid ahead by $195.74.On May 19, 2015, a payment of $241.95 became due on our customer’s account and the previous payment of $429.34 was reversed. Our customer’s account was now past due by $475.55.Between May 22nd and June 1st of 2015, our customer submitted two payments to her account. The first payment was in the amount of $629.45 and the second payment was for $750. This paid the account ahead by $903.90.On June 1, 2015, the previous payment of $629.45 was reversed. On June 2, a payment of $241.95 became due on our customer’s account. On June 5, 2015, our customer’s previous payment of $750 was reversed causing the account to be $717.50 past due. On June 8, 2015, as a result of default, our customers account was placed as out for recovery.On June 9, 2015, our customer contacted DriveTime about payments that were made to her account. We requested our customer to send statements showing the payments submitted to DriveTime for review. We informed our customer that she would need to pay her past due amount in order to cease recovery activity.On June 10, 2015, the vehicle was recovered for default. Please refer to page 3 of the Cancel Anytime Lease, section 11 Default, Repossession, and Other Remedies."If you are in default, after waiting any time the law requires, we may… Take (repossess) the Vehicle wherever we find it and enter any property where the Vehicle may be to do so…"At this time we are unable to accommodate our customer’s request. We have made several unsuccessful attempts to contact our customer to discuss her concerns. On June 17, 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 address her concerns.We apologize for any confusion or inconvenience this may have caused. As a goodwill gesture, DriveTime has mailed a $25.00 American Express gift card to our customer’s address.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]DriveTimeCustomer 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 am not satisfied because I did make the arrangement pymts as I promised and I definitely don't recall them telling me to call on a certain date to make another pymt arrangement because I knwe the seriousness of my delinquent account and would have not (not) called if I were given a specific date to do so. If that were the case the representative should have said that I need to call on or by a certain date because if not the account would charge off. I called for additional arrangements as I was told and also before ths acct was charged off relying on what I was told by the representative in regards to being able to make further arrangements. I can see if I didn't keep the arrangements that were given to me but I did. I was able to make the payment only a few days (2/6/15) after my account was charged off. That could have been held a few more days being that I did pay the arrangements as agreed.Regards,[redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On Januray 02, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2007 Mini Cooper. Our customer purchased...

a 3 year/36,000 miles vehicle service contract, administrated by [redacted]. 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 "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. A timeline of our customer’s rep[redacted] history is as follows: ? On January 4, 2014, our customer contacted [redacted] stating the check engine light was on and the vehicle was hesitating. [redacted] referred our customer to a rep[redacted] facility to have the vehicle diagnosed. ? On January 4, 2014, a rep[redacted] facility contacted [redacted] and recommended coil packs to be replaced. [redacted] made an exception to approve the coil pack repairs and the diagnostic fees. ? On January 26, 2015, our customer contacted [redacted] stating the check engine light was on and the transmission shifter sticks in different gears. ? On January 29, 2015, a repair facility contacted [redacted] and recommended repairing an oil leak, vacuum pump, and the shifter lever. [redacted] denied the repairs since they are non-covered components. On February 2, 2015, DriveTime contacted our customer and requested that she fax in an estimate for the non-covered components to review for possible assistance.To date, we have not received the requested estimate. As a goodwill gesture, DriveTime has 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

[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,

Dear Ms. [redacted],

Thank

-0.05pt;">you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.

On August 12, 2013, our customer entered into a retail installment contract when he purchased a 2006 Dodge Magnum. The vehicle came with a 3 year/36,000 mile limited warranty at no additional cost. Included is a copy of the limited warranty agreement and retail installment contract.

On August 26, our customer contacted us regarding issues with the wheel bearing and the alignment of the vehicle. We advised him the wheel bearing is a covered component per the limited warranty agreement, however, the alignment is not a covered component.

On September 10, our repair facility contacted us recommending the following repairs: an alignment, new tires, differential cover gasket, and axle seals. The items were denied as non-covered components, per the limited warranty agreement.

Later that day, Mr. Jonas contacted us notifying us of the diagnosis. We offered our customer a credit of one bi-weekly payment as a goodwill gesture to offset the cost of the non-covered repairs. We advised him the alignment, and tires are considered maintenance items and are not covered items per the limited warranty agreement. Mr. [redacted] requested we credit two bi-weekly payments to his account.

On September 18, we contacted our customer and advised him as a goodwill gesture, DriveTime would accommodate his request for a credit to his account of two bi-weekly payments. We credited the account on September 23 in the amount of $401.02.

DriveTime is unable to accommodate our customer’s request to provide new tires, perform an alignment, or replace the rear seals on the vehicle.

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

Sincerely,

Customer Relations Specialist

On February 16, 2016, our customer contacted Aeverex with concerns about the vehicle’s battery and high idling. Aeverex referred him to an in-network repair facility to have the vehicle diagnosed.
On February 19, 2016, DriveTime contacted our customer to address his concerns about having to pay a diagnostic or deductible charge. We advised that per the terms of the DriveCare Limited Warranty, he would not be responsible for any diagnostic fees or deductibles within the first 30 days and 1,500 miles of the loan.
On February 23, 2016, an in-network repair facility filed a claim with Aeverex for the battery, electrical diagnosis, and front transmission mount. Aeverex approved these repairs and fees in full under the terms of the DriveCare Limited Warranty for a total of $320.18.
On April 13, 2016, our customer contacted Aeverex with concerns about a noise in the front end of the vehicle. He informed Aeverex that the in-network repair facility was unable to diagnose the issue until the sound worsened.
On April 19, 2016, we spoke with our customer in regard to his mechanical concerns. We encouraged him to have an in-network repair facility file a claim with Aeverex so we could review options for possible assistance. As a one-time courtesy, we made an exception to approve the diagnostic fee in full on an upcoming claim.
We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has applied a $25.00 credit towards our customer’s principal balance.

November 17, 2015RevDex.comPh.

(602) 264-5299Fax

(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 August 08, 2015,

our customer entered into a Simple Interest Retail Installment Contract with

DriveTime when she purchased a 2010 Chevrolet Traverse. 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.All DriveTime

vehicles are thoroughly inspected prior to sale at our DriveTime inspection

centers. Parts that fail inspection are replaced. However, if a part is

functioning at the time of inspection, there is no need to replace it. On September 2,

2015, our customer called in to Aeverex and stated that the check engine light

had come on, the brake pedal was making noise, and that the vehicle hesitates

when going. Aeverex advised our customer to take the vehicle into an in-network

repair facility for diagnostic. On October 16,

2015, an in-network repair facility called in a claim to Aeverex for the repairs

of the hydraulic booster and engine mounts. Aeverex advised the in-network

repair facility that these components were non-covered under the Vehicle

Service Contract. On that same day,

our customer contacted DriveTime and stated that the vehicle was in need of

repairs that are non-covered under the Vehicle Service Contract. DriveTime

advised our customer that we would request an estimate from Aeverex for these

concerns and review for a possible exception to the Vehicle Service Contract. On October 20,

2015, DriveTime made a one-time exception to the Vehicle Service Contract to

cover the cost of repairs of the hydraulic booster and engine mounts for a

total of $1,025.35. On November 11,

2015, an in-network repair facility update a claim with Aeverex for the repair

of the front brake pads, turning the front rotors and purge valve. Aeverex

advised the in-network repair facility that these components are not covered

under the Vehicle Service Contract.That same day, our

customer contacted the DriveTime Customer Relations department in regard to the

non-covered components. DriveTime advised our customer that we would review for

assistance for the non-covered components that would require 24-48 hours to

review. On November 13,

2015, DriveTime made a final exception to the Vehicle Service Contract and

approved the cost of the repairs for a total of $358.04. DriveTime has made

multiple attempts to contact our customer to reach an amicable resolution but

we have not been able to make contact. We encourage our customer to contact

Customer Relations at [redacted] to address her concerns.  We apologize for any inconvenience this matter 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 [redacted] Sincerely, [redacted]

[redacted]r 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.

Our repairs are not complete, and we are currently going out of pocket (to the tune of $1000) on a rental car while this Subaru sits in the shop waiting on responses from Averex and Drivetime. We compromised on this vehicle after the first vehicle purchased from DriveTime failed catastrophically in the Hampton Roads Bridge tunnel four days after sale. We were told to choose another car off the lot, or lose our $1000 deposit. We were instructed by multiple salespeople that the car would not be available for independent inspection. We were also told that this was our “golden parachute” and that we would not be allowed to return the car again, despite having also been told that every sale comes with a five day guarantee. Between a rock and a hard place, and not wanting to continue being either without transportation or reliant on expensive rental cars—and having a young child under the age of five—we chose what we thought was a reliable vehicle after a seven hour dealership visit. I had owned Subarus in the past and knew them to be reliable vehicles if properly maintained. The problem here is not that we "failed to review the sale", it's that DriveTime:

- failed to properly disclose the history of the vehicle

- failed to perform a mechanical check of the car, instead performing only a DOT inspection which is marketed and referred to as a mechanical inspection

- failed to reveal, after being asked directly, that the car HAD NOT has it's 100,000 mile service performed

- failed to reveal the car was covered under a recall, which we were able to see by running a CarFax report after the sale

This car was not only used, it was used up. It had not been maintained, and it’s history and records were misrepresented. DriveTime willingly mischaracterizes the nature of the “inspection” it does on the vehicles it sells. Recently I spoke to the manager of the DriveTime location where we bought the vehicle, and she outlined the “thorough” check that’s performed on these cars as consisting of “making sure the horn, windshield wipers and turn signals work”; clearly, these are not checks performed for the benefit of the customer, but for the benefit of DriveTime who must insure and register the vehicles before sale. Transmission problems, blown head gaskets, and other costly repairs are of no consequence to DriveTime. As long as the car is off the lot when those happen, it isn’t their problem.Worst of all, DriveTime has refused to simply take the car back and allow us to make the same payment for a vehicle that we would be allowed to independently inspect. Currently, they are offering to repair the front end of the vehicle (for the second time) but not make critical repairs that would make the car reliable, such as replacing the head gasket which has indeed failed. A head gasket which is "weeping" is indeed leaking oil; asking us as customers to "wait" for the head gasket to fail, which will result in the engine seizing—possibly while at speed on the highway—is totally unacceptable.As of today, I have a car that is not drivable—requiring almost $5000 worth of repairs—that sits in the shop; I have a rental car bill totaling almost $1000; and worst of all, in less than five days I'll be expected to make yet another car payment for the privilege of owning this defective lemon. These issues all existed before we ever had the misfortune of buying this car. We are asking that we be allowed to quit the loan without penalty, or that we be given a reliable vehicle of like value and be allowed to continue payments. The loan on the current vehicle will outlast the vehicle itself, and I see no reason to finance a vehicle that will spend more time in the shop over the next six months than it will be used by me—especially if every repair results in an out and out fight as they have up to now.

We have been manipulated and used by DriveTime based solely on our poor credit rating. Not only are the terms of the loan onerous, but the merchandise we purchased is clearly defective. We are simply asking that one of those problems be addressed. We are good customers who pay our note on time despite endless hardships during our ownership experience. We’re not asking to move mountains here; we’re simply asking that we be provided with a reliable vehicle since we’re making an almost $500 per month payment at 29% interest.

Regards,

January 11, 2016

Jasmine [redacted]
Revdex.com
Ph. ###-###-####
Fax ###-###-#### 

Re: Complaint # [redacted]

Ms. [redacted],

Thank you for bringing this matter to 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. DriveTime has made multiple attempts to contact our customer in order to come to an amicable resolution. We encourage our customer to contact our customer relations department at ###-###-####.

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

Sincerely,

Justin M.
DriveTime Customer Relations Department

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,

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns. DriveTime does not compete on price, nor do we hide it. We encourage our customers to research all aspects of their purchase before entering into a contract with us. In October 2014, DriveTime temporarily ceased credit reporting to all three major credit bureau agencies. This cease was due to required system enhancements taking place in the manner DriveTime reports to the credit bureaus. We have completed the necessary updates with [redacted] and [redacted], and they have uploaded our customers’ account information for public viewing. We anticipate the enhancements with [redacted] will be completed no later than the end of May. At DriveTime, we strive to ensure all of our credit reporting is up to date and accurate.  After a recent in depth review, we determined that there were questions surrounding the accuracy of our reporting of paid loans. For this reason, we are no longer able to report on accounts that were paid prior to October 1, 2014. We are unable to resubmit a loan that was paid prior to October 2014 for reporting, as this would appear as a new trade line and would be more detrimental to our customers’ credit. When an account is paid, DriveTime reports one final time with the account’s final status. We cannot then continue to report this account; therefore, we cannot reinstate anything paid prior to October 2014.At this time, we are unable to accommodate our customer’s request to be compensated for her lowered credit score. If in the future our customer should require further documentation of her loans to apply for credit, or if a creditor requests a letter, we can provide additional credit rating letters upon request. We apologize for any inconvenience or confusion this matter may have caused. DriveTime thanks the Revdex.com for their continued support. If you have any questions, please contact us at ###-###-####. Sincerely,[redacted]DriveTime Customer Relations

November 5, 2015

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

Re: Complaint # [redacted]

To Whom It May Concern:

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

On October 17, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2007 Ford Explorer. The vehicle came with a 30 day/1,500 mile DriveCare Limited Warranty, administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract, Retail Purchase Agreement, and DriveCare Limited Warranty Agreement for you reference.

If our customers are dissatisfied with their purchase for any reason, DriveTime 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 loan. Please refer to page 1 of the Retail Purchase Agreement, under “Vehicle Return Program”:

“You will give 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….”

On October 23, 2015, our customer contacted DriveTime and advised she was having issues with the front bumper on the vehicle. We contacted Aeverex and requested that they accept a claim for bumper repairs from an in-network repair facility and then forward it to DriveTime for review.

On October 24, 2015, our customer contacted Aeverex regarding her front bumper concerns. Aeverex authorized her to take the vehicle to an out-of-network repair facility for diagnosis and advised that once a claim had been filed, it would be forwarded to DriveTime for review. To date, no claims have been filed with Aeverex by a repair facility.

That same day, our customer contacted DriveTime and inquired into whether we could extend the Vehicle Return Program and allow her to return the vehicle outside the initial five days of her loan. We advised that without a claim on file with Aeverex, this was not an option, but that once the claim had been filed, we could review options to assist. As a goodwill gesture, we approved 3 days of rental reimbursement (up to $25.99 a day) without the vehicle being at a repair facility. This allowed time to have the vehicle diagnosed and an estimate sent to DriveTime for review.

On October 26, 2015, our customer went to the DriveTime dealership where she purchased and advised she was unable to pay for a rental vehicle until the upcoming Friday. The dealership offered to repair the bumper temporarily until our customer was able to take the vehicle to the repair facility on Friday and obtain a rental vehicle. However, our customer was not satisfied with this offer of assistance and advised she would seek legal counsel. To date, no letter of representation from an attorney has been received for our customer.

On November 3, 2015, we contacted our customer and began working toward and amicable resolution. We advised her to contact the repair facility where she had taken the vehicle for diagnosis and have them call a claim into Aeverex. Our customer was agreeable to this and advised she would reach out to the repair facility. Once a claim is on file with Aeverex, we will review options to assist her with any non-covered repairs.

At this time, we are unable to accommodate our customer’s request to be transferred into a different vehicle. We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, DriveTime has credited $25.00 towards our customer’s principal balance.

DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at 800-965-8043.

Sincerely,

[redacted]
DriveTime Customer Relations

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

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.Currently, I have viewed the information on the Revdex.com.org website...the response made by drivetime. The information that was posted as a response from them is not correct. I wrote you about a Volvo S40......Not A Nissan Altima....They Contacted me via cell to address the complaint that was filed be me at the Revdex.com.org....and yet the send this bogus response that is not me. Again, they are being rude, and is only wasting time. I would like this to be resolved ASAP!!! They Sold Me a lemon and I have documentation of all the receipt paid and quotes of repairs needed. 
Regards,[redacted]