DriveTime

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On November16, 2012, our customer entered into a retail installment contract when he purchased a 2007 Cadillac CTS.  The vehicle came with a 3 year/36,000 mile...

limited warranty. Included you will find the retail installment contract and the limited warranty agreement for your reference.On January 15, we contacted our customer and reached an amicable resolution. We have agreed to defer two monthly payments for repairs not covered by the limited warranty.  As a goodwill gesture, DriveTime has applied a $25.00 principal only 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,DriveTimeCustomer 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.Seems to me that the Revdex.com is only here to help the Business and not take complaints seriously.  The company clearly violated contract laws and my contract even has on their that I stated I would only accept the car after I had a mechanic look at the vehicle. The dealer noted and stated I had 30 days to get it back to have the repairs fixed that were found. They denied such repairs. Their offer was to have me return car, and not refund any money. Furthermore, my account is not and has not been deficient with this company.  I have a pending small claims issue being set for this company for this issue. It would be appropriate for the Revdex.com to actually help a consumer instead of the Business  Attached is paper stating I had 30 days to bring car back with issues found.Regards,[redacted]

October

28, 2015RevDex.comPh.

(602) 212-2232Fax

(602) 263-0997Re:

Complaint # [redacted]To

Whom It May Concern:Thank

you for bringing this matter to our attention. We appreciate the opportunity tore-address

our customer’s concerns.Without

any new information, we are unable to further assist our customer. Our customer

has chosen to reinstate his Closed End Motor Vehicle Lease with DriveTime. We

have reviewed our customer’s account thoroughly and the recovery of this

vehicle has been reviewed as rightful. At

this time, we can offer to split the $300 recovery fee with our customer. We

are willing to make an exception to reimburse our customer $150 either by check

or credit to his account.  If our customer

is would like to accept our offer, we encourage him to contact our DriveTime’s

Customer Relations department at [redacted] DriveTime

thanks the Revdex.com for their ongoing support. Should youhave

any questions or concerns, please contact us by calling us at [redacted]Sincerely,[redacted]DriveTime

Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On September 26, 2014, our customer entered into a Simple Interest Retail Installment contract with DriveTime when he purchased a 2007 Toyota Avalon. Our customer...

elected to purchase a 3 year/36,000 miles vehicle service contract, administrated by Aeverex. Attached you will find the Simple Interest Retail Installment and Vehicle Service Contract for your reference. On November 17, 2014, we contacted our customer and explained his 30 day/1,500 mile limited warranty has expired. We informed our customer that vehicle diagnosis is not covered under the vehicle service contract. We made a one-time exception to cover the vehicle diagnosis. We encouraged our customer to submit his tow receipt to Aeverex for possible reimbursement per the vehicle service contract. On November 21, 2014, the repair facility recommended an engine replacement. Aeverex approved a third party inspection to verify the failures. At this time, we encourage our customer to contact Aeverex regarding rental reimbursement. Once failures are verified, we can review for assistance. 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

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.

Since Drivetime will not honor the paperwork and what there sales manager told me and the Revdex.com refuses to suggest mediation, arbitration, return any of my phone calls or have drivetime up hold the Revdex.com Code of Business Practices. drivetime should not be able to lie to consumers and steal there money all the time hiding behind the Revdex.com by throwing money at them. if the Revdex.com was here for the consumers like they claim. they would return or contact me and others and not just close out cases. return the van and for drivetime to return my down payment back.

Regards,

May 15, 2014 Lyndsey Mullens Revdex.com Ph. ###-###-#### Fax ###-###-#### Re: Complaint # [redacted] Dear Ms. Mullens, Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns....

On April 30, 2014, our customer entered into a Cancel Anytime Lease with DriveTime, when he leased a 2006 PONTIAC GRAND PRIX. The vehicle came with a limited warranty, administered by [redacted]. Included you will find the Cancel Anytime Lease contract and the limited warranty agreement for your reference. On May 14, 2014, we reached out to our customer regarding his Revdex.com complaint. Our customer advised DriveTime the repair facility recommended additional repairs, which were denied under the warranty. We explained to our customer the warranty is designed to address failures or items below national safety standards. We explained to our customer recommended repairs do not fall into either of these categories. We explained to our customer [redacted] is a third party vendor and DriveTime cannot require them to alter their contract. Advised our customer if he has concerns with repairs being denied, he needs to contact the warranty administrator. We explained to our customer he has the right to return his vehicle at any time, as it is a Cancel Anytime Lease. We are unable to accommodate our customer’s request to perform the non-warranty covered repairs. We encourage our customer to follow the warranty process. 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

As my complaint specified when Aeverex in warranty mechanic Viking HD could not diagnose my BMW's issues it was referred to the OEM specialists at B[redacted] BMW as you see in attached documents where the issue was diagnosed as a blown engine requiring a new engine. Aeverex immediately asked B[redacted] BMW to release the vehicle and had it towed to Viking HD ( damaging the rear bumper en route which was blamed on B[redacted] BMW per Aeverex's mechanic Viking HD. There the same mechanic that could not diagnose the car was supplied with a damaged used motor by Aeverex to replace mine. (Sopposedly covered against defects for up to 1 year per Aeverex) as well banging up my car up and master brake cylinder that made my car brakes fail while driving due to fluid from the master cylinder dripping all over the brake booster damaging it. The same used motor with a gas spraying fuel rail that almost ignited me in my car and they had to repair again. This lead me to take the car to a actual specialist mechanic Gold Wing Motors who found the countless mistakes on my car and fixed them ending the domino effect Aeverex inexperienced mechanics caused. They made a huge profit of me and still gauged me with incompetence at my expense which I feel should be refunded with regards to my experiences with this Corp.

February 22, 2016

justify;">
Dear Ms. Hill,

On October 20, 2012, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2003 Ford Taurus. Attached you will find the Simple Interest Retail Installment Contract for your reference.

On October 20, 2015, DriveTime received an insurance loss check of $1,915.00 from our customer’s third party insurance provider. At that time, our customer had a remaining principal balance of $3,688.42.

On December 7, 2015, DriveTime received the gap insurance check for the remainder of the principal balance of $3,688.42 from our customer’s third party insurance provider. At that time, our customer’s account reflected as 51 days past due.

On January 20, 2016, we contacted our customer and came to an amicable resolution. We advised our customer that we would be able to back date the gap insurance pay off check to reflect as received on 10/20/2015, when the other insurance check was received. As a result, our customer’s account would reflect as a paid loan from that date. Our customer credit reporting was updated to reflect with the proper date and any late credit marks were deleted. A credit rating letter was sent to our customer home address as requested.

On January 21, 2016, DriveTime sent our customer a $25.00 American Express Gift Card to the address on file. This gift card was later returned as undeliverable.

On February 18, 2016, DriveTime resent our customer a $25.00 American Express gift card to the address on file and sent another credit rating letter to our customer. We encourage our customer to contact our customer relations department at [redacted] if she has any difficulties receiving these items.

Should you have any questions or concerns, please contact us by calling us at [redacted]
Sincerely,

DriveTime Customer Relations
Tell us why here...

September 18, 2015

justify;"> 
[redacted]

[redacted] 
 
[redacted]
 
To Who It May Concern:
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
 
On March 19, 2010, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2006 Chevrolet HHR. Attached you will find the Simple Interest Retail Installment Contract for your reference.
 
DriveTime offer eligible customers loan modifications to extend the life of their loan and delay payments to assist with financial hardships. Our customer was granted a total of five loan modifications from June 24, 2011, through May 26, 2015. The first page of the loan modification document state:
 
“This modification allows you to not make a payment or payments and not be in default under your contract with us. The interest you owe on this account is calculated using the simple interest method. Interest continues to accrue during this period of time. As a result, you will owe more interest because you are not making payments….”
 
In a simple interest loan, interest is charged per day on the financed balance remaining. Each payment made would first apply towards the amount of daily interest. Any additional amount paid would then be applied to the principal balance of the loan. At the time of purchase, our customer had the opportunity to sign and review her Simple Interest Retail Installment Contract. On page two, under subsection Finance Charges, it states:
           
“This is a simple interest Contract. The finance charges you pay will depend on how you make your payments. Your actual finance charges may be more than the disclosed Finance charges if you make your payments late or in less than the scheduled amount. We will apply payments to late charges, finance charges and to the unpaid balance of the cash price and other charges in any manner we choose unless we are required by law to apply payments in a particular order...”
 
On September 15, 2015, DriveTime contacted our customer to address her complaint. We advised our customer we were willing to offer a settlement in which the customer would pay $700, and DriveTime would release the title and waive the remaining deficiency balance. The customer advised she would accept the offer and agreed to pay the balance within 30 days. Our customer advised she was happy with the resolution and considered the 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,
 
[redacted]
DriveTime
Customer Relations

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

At the time of lease our customer agreed to make periodic payments of $192.15 beginning June 26, 2014,followed by 64 periodic payments of $192.15 due every other Thursday.

Additionally, our customer signed and reviewed a “Lessee Disclosure Statement and Agreement for Installation of a GPS System” which states, under subtitle 2 (g):

“I understand the GPS device contains an internal component that can make a buzzing sound. I understand and agree You may activate the buzzing sound in connection with the servicing of my Lease Contract.”

At this time, we are unable to accommodate our customer request to get a new lease vehicle with no down payment. 

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

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

DriveTime is currently working with our customer to come to an amicable resolution.

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

August 2, 2016

6.5pt;">    Revdex.com Ph. (602) 264-5299 Fax (602) 263-0997     Re: Complaint # [redacted] To Who It May Concern: Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.   On January 18, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2004 GMC Envoy. The vehicle came with a 30-day / 1,500-mile DriveCare Limited Warranty, administered by Aeverex. Our customer opted to purchase an additional 5-year / 50,000-mile Vehicle Service Contract, also administered by Aeverex. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. Attached will be the Simple Interest Retail Installment Contract, the Vehicle Service Contract, and the DriveCare Limited Warranty for your reference.   On April 3, 2014, our customer contacted Aeverex to express concerns with the gas tank. Aeverex encouraged her to have a diagnosis completed at an in-network repair facility.   On April 4, 2014, an in-network repair facility initiated a claim with Aeverex for the fuel delivery lines and the fuel delivery pump. Aeverex approved the fuel delivery pump under the Vehicle Service Contract, totaling $484.19. However, the fuel delivery lines were not covered under the Vehicle Service Contract.   On April 9, 2014, our customer contacted DriveTime concerned about the out of pocket cost for the fuel delivery line. We offered to review options of possible reimbursement once she sent in a copy of the paid receipts.   On April 10, 2014, DriveTime offered to reimbursement $253.35 (50%) of the out of pocket repair cost. Our customer accepted our offer of resolution.   On September 4, 2014, our customer informed DriveTime that she had to pay $300 out of pocket for repairs along with other matters, and needed assistance with the past due balance. We offered her a six bi-weekly payment deferment once she makes two regular payments ($396.30).       On September 18, 2014, after receiving the payment of $396.30, we performed a six payment deferment for our customer.   On May 3, 2016, our customer voiced concerns with the payments on her account. She informed us that she paid out of pocket for a water pump replacement along with other medical bills. We offered to provide a six bi-weekly payment deferment once she makes one regular payment ($198.15).   On May 7, 2016, after receiving the payment of $198.15, we performed a six payment deferment for our customer.   On June 13, 2016, our customer contacted Aeverex to express concerns with the AC being inoperable. Aeverex informed her that AC components are non-covered under the Vehicle Service Contract.   On July 28, 2016, we spoke with our customer in regards to her mechanical concerns with the vehicle. We informed our customer she will need to have a diagnosis completed at an in- network repair facility and to send in all invoices and receipts for repairs she paid for. Once we have a diagnosis completed, we will review options of possible assistance. Our customer expressed dissatisfaction with our process. She informed us that she will be seeking legal counsel and disconnected the call.   At this time, DriveTime is unable to accommodate our customer’s request to place her into another vehicle. We do require a diagnosis to be completed first and invoices for prior repairs. Without such, we are unable to verify our customer’s concerns with the vehicle and cannot determine a precise resolution.   We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, DriveTime has applied a $25.00 credit towards our customer’s account 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, Carlos S. Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On June 28, 2013, our customer entered into a Retail Installment Contract with DriveTime when she purchased a 2008 Chrysler PT Cruiser. The vehicle came with a 3 year/36,000...

mile DriveCare Limited Warranty, administered by DriveTime. Attached you will find the Retail Installment Contract and DriveCare Limited Warranty agreement for your reference.We have made several unsuccessful attempts to contact our customer. On October 16, 2014, 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 DriveTime at ###-###-####, to address her concerns.As a goodwill gesture, DriveTime has mailed a $25 [redacted] to our customers’ 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 ###-###-####.Sincerely,DriveTimeCustomer Relations

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. The actions described in our customer’s correspondence are clearly not in keeping with...

DriveTime's set standards of service and support. DriveTime strives to make each customer’s experience both rewarding and pleasant, while ensuring that every customer is treated with the utmost respect. Our loan-servicing department is designed to work with our customers, as well as cure account delinquency.On June 9, 2012, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2010 Chevrolet Malibu. Attached you will find the Simple Interest Retail Installment Contract for your reference. On May 19, 2013, the co-signer on our customer’s account passed away. Throughout the following two years of our customer’s loan, her account fell past due on multiple occasions. When our customers’ accounts fall past due, we make regular attempts to contact them and cure their account delinquency. These calls can be suspended by customers making arrangements with a loan advisor when they cannot make a payment as scheduled. On August 5, 2015, our customer contacted DriveTime about her past due payment. We informed her of the Life Assistance program DriveTime offers to customers who purchased vehicles between November 28, 2011 and December 31, 2012. This program is outlined on page 5 of the Simple Interest Retail Installment Contract under “Life Assistance”: “In the event you die during the term of this Contract (or while amounts are owed under it), the total amount You owe to us at the time of your death will not be owed to us, provided you are not in default under this contract. Life Assistance applies when any buyer, co-buyer or co-signer dies – only one death is required.” DriveTime advised our customer against making any further payments, as her loan would be paid off under the terms of the Life Assistance program after a copy of the co-signer’s death certificate was received. On August 10, 2015, DriveTime received a copy of the co-signer’s death certificate and the status of our customer’s loan was updated to reflect as “paid in full.” Our customer contacted DriveTime and inquired into whether she would receive a refund for the funds she had paid toward her loan in the time after the co-signer passed away. It is the responsibility of a customer or third party to contact DriveTime about the Life Assistance program after a DriveTime customer passes away. Our customer advised that while she had never mentioned the Life Assistance program to a DriveTime representative, she recalled having sent in a copy of the death certificate shortly after the co-signer had passed away. We informed our customer that we had no record of having received the death certificate at that time. At this time, DriveTime has made an exception to reimburse our customer all funds paid into her loan after May 19, 2013, the date the co-signer passed away—a total of $8,990.08. Likewise, we will remove all negative credit impacts that were reported after that date from our customer’s credit reporting. This update should reflect on her credit reporting within 30 to 60 days. On August 19, 2015, we contacted our customer and addressed her concerns. We discussed the above information and advised we would be mailing a check for $8,990.08 to her address on file that should arrive in 7 to 10 business days. Our customer was satisfied with this resolution, and we ended our correspondence on amicable terms.DriveTime thanks the Revdex.com for their continued support. If you have any questions, please contact us at ###-###-####. Sincerely,[redacted].DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns.   At the time of purchase, our customer signed and reviewed the following attached documents:   ·         Simple Interest Retail Installment Contract ·         Retail Purchase Agreement ·         What you need to know about financing a vehicle with DriveTime   By signing the above mentioned documents, our customer acknowledged and agreed to pay back the total sale price of the vehicle.   On page 3 of the Simple Interest Retail Installment Contract, under subsection Finance Charges, it reads:   “This is a simple interest Contract. The finance charges you pay will depend on how you make your payments. Your actual finance charges may be more than the disclosed Finance Charges if you make your payments late or in less than the scheduled amount. …”   Our customer has been 61 days past due nine times, 31 days past due five times, 20 days past due five times, 10 days past due six times, and 5 days past due six times. Because this is a simple interest loan, additional interest does accrue every day payments are late. Payments made towards DriveTime apply towards to the interest balance first. As long as payments are made on time, the ratio for what is applied to the interest versus principal increases in favor of the principal balance.   If our customer wishes to no longer proceed with the vehicle and loan, she is responsible for the return of the vehicle to one of our DriveTime dealerships. With the return of her vehicle, this will report as an involuntary surrender to the major credit bureaus and she would remain responsible for any deficiency balance.   At this time, we have not been able to reach out customer. We will continue to our efforts until we agree upon an amicable resolution.

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.

Hello the reason why I rejected is because the customer services is really bad they are not trying to help me they keep telling me some one will contact me an I can not drive my  car at this time this vehicle was never inspected because when I got the vehicle they slip up an said that they just had got this car in from a repostion/repo I can not drive this vehicle the check engine light is on an I can nearly make it to a corner an they are not being helpful I been missing work do to a bad car sold to me all my payment are current an they are not helping me I am still waiting on a call from Monday I know this vehicle was not inspected due to I had to take time off of work to take it to get smog on July 14,2015 to revive my tags this is all bad business I don't under stand why she will leave that out of the report I ask them if they can provide me the date time an year this car was inspected they can not the strust were bad in I been called that in since the first week I have gotten the car they can either fix the problems or refund me my money back what is best for them I have been stressed out missing work I need them to get to the bottom line

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.

I am not satisfied with DriveTime, due to the fact that I had spoken to the payment center and gave them my new checking account number, so that my payments can be deducted automatically. Customer Service rep told me that she had taken out my old checking account that had been compromised and updated my account with my new checking account number. On July 25th, 2014 at 11:00 pm, I get in my car, thinking I'm about to drive to work. I attempt to start my car and nothing happens. I tried it again, and nothing has happened. Now this is where I am pissed off. Not only am I missing work, but the department that handles the payments are not open on saturday, so I am without a car until monday, meaning Im missing 3 days of work. Now why am I pissed out, DriveTime did not notify me that my payment has not been received, the last time I was late for my payment, there was a noise that would come on when I start my car, that noise did not come on this time warning me that my payment has not be received. For a customer who is PAYING for something that doesnt belong to me, that is down right not acceptable. Sending me a $50 prepaid card, really is not going to fix this problem. My oil change was not completed like agreed on, because of DriveTime non communication with sears, and the lack of customer service they provide. Lets see, the first week I had the car, it kept shutting off on me while driving down the street, so I had to take it to the shop. Secondly DriveTime Torrance employees are very rude and lack knowledge of knowing that they had a department that handle lease warranties. Third my car begin to knock, I take it to a shop to have it looked at, they tell me I needed a oil change. DriveTime Retention department PROMISED that I could get my oil changed and that they would leave notes. That never happened. I called and left voicemails with the drivetime retention lady that claimed to solved my problem, NEVER got a phone call back from her, until I made another complaint with the Revdex.com. So for all these problems, you really think $50 is going to make me happy. NO.... Now I warned drivetime, if my car was to get shut off, during this occasion of my dispute. I was going to contact my attorney [redacted], and file a law sue against DriveTime, for breaking a agreement that was made to me, and was not accomplished. If I do take DriveTime to court, I will sue for $300,000 and DriveTime will be responsible for court fees and lawyer fees. Now my attorney can be reached at [redacted] (mobile). Now to eliminate the law sue, this is my proposed action. I want my car payments to be monthly, I always want my car payment to be lowered. And I also want FREE Lifetime oil change, as long as I am under this contract, and I also want one of my car payments removed. Now remember DriveTime, You had a agreement that I was eligible for early oil change, but due to your lack of communication that didn't happen, and also your company sold me a car that was not operating correctly, and remember your agreement you made with me is on document. Now my propose action, is set in stone. I don't want no other offers. And returning the car is not a solution, I love the car, but not the issues. Now, also you might want to have someone in California stay tuned to [redacted], where I work because I will be talking about this issue also, and will write letters in the [redacted]. 

 

Regards,

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 April 22, 2014, our customer entered into a Closed End Motor Vehicle Lease Contract with...

DriveTime when she leased a 2008 Pontiac Torrent. The Closed End Motor Vehicle Lease Contract has been attached for your review. At the time of lease, our customer agreed to make 59 semi-monthly payments of $223.08 beginning on May 10, 2014. On Page 3 of the Closed End Motor Vehicle Lease Contract, under subsection 11, "Default, Repossession and Other Remedies," it is stated: "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…" In addition, subsection 11 states: "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…." On July 13, 2015, our customer contacted DriveTime to discuss payment arrangements on her account. We informed our customer of our 0 day grace period but made an exception to allow our customer until July 15, 2015 to pay her past due amount of $221.16. On July 20, 2015, we attempted to reach out to our customer to inform her of the status of her account, but was unsuccessful.On July 22, 2015, DriveTime exercised our contractual right to secure our customer’s vehicle for non-payment. Later that day, our customer contacted DriveTime stating she made her payment on July 16. We informed our customer we had not yet received that payment. Our customer then provided us with a reference number for proof of payment. We encouraged our customer, in the future, to contact DriveTime with her reference number to ensure we receive her payments if there are payment arrangements made on her account. We found our customer’s payment was applied to the incorrect account. Due to this system error, DriveTime has waived our customer’s tow fee and credited her account one payment as a good-will gesture. We apologize for any inconvenience or confusion this has 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, [redacted]. DriveTime Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On October 10, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2012 Hyundai Sonata. Our customer opted...

to purchase a 5 year/50,000 mile Limited Warranty, administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and Limited Warranty Agreement for your reference. On February 5, 2015, our customer contacted DriveTime to express concerns that the title for her vehicle was branded; because of this, she was unable to trade in her vehicle. After researching the situation, we notified our customer that the California Department of Motor Vehicles had incorrectly marked the title as branded when it was processed. We advised her we were in the process of submitting documentation to the California DMV to remedy this error and have the title unbranded. Our customer also expressed concerns about DriveTime not reporting to her credit. We advised her of the temporary freeze to our credit reporting and the expected timeframe for credit reporting to be reinstated. 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 manner DriveTime reports to the credit bureaus. We have completed the necessary updates with Experian, and they have begun uploading our customers’ account information for public viewing. We anticipate the enhancements with the other two agencies will be completed no later than the end of April. 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. If our customer is applying for credit, we would be happy to provide a letter to the creditor letting them know we have temporarily ceased reporting and providing an overview of her credit, if  she so desires. On February 6, 2015, a paper title was requested to be provided to the California DMV. The estimated date of arrival of this title was February 27, 2015. On February 12, 2015, our customer contacted DriveTime with further concerns about her title issue. We assured our customer DriveTime does not sell vehicles with salvaged titles, and that the issue had been caused by a DMV error. On February 25, 2015, DriveTime received the previously requested paper title and sent it to the sales lot where our customer purchased her vehicle. The dealership delivered the title to the California DMV on March 4, 2015. On March 13, 2015, our customer contacted DriveTime with concerns that she had not been provided with the option to not purchase the Limited Warranty. She advised she had taken her vehicle into a repair facility, but they had not been able to determine the problem with her vehicle. On March 18, 2015, a claim was filed with Aeverex by the repair facility. Aeverex approved all repairs. On March 19, 2015, our customer contacted DriveTime with further concerns about the Limited Warranty being applied to her loan without her consent. She stated the warranty was not assisting her. The same day, a second claim was filed with Aeverex by the repair facility. All repairs were approved, and the deductible was waived as a goodwill gesture due to the ongoing concern. At the time of purchase, our customer signed a DriveCare Plus Protection Package Disclosure, which states our customer elected to purchase the Limited Warranty and understood it was an option. This disclosure has been attached for your review. On March 23, 2015, we confirmed with DriveTime’s titles department that the title correction form was submitted to the DMV on March 4, 2015, and the issue is in the process of being resolved. The anticipated resolution timeframe is mid-April. We have made several unsuccessful attempts to contact our customer to discuss her concerns. We will continue our efforts to get in touch with her. We encourage our customer to contact our Customer Relations department at ###-###-####.At this time, we are unable to accommodate our customer’s request to void her contract. 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 ###-###-####. Sincerely, DriveTimeCustomer Relations