DriveTime

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On February 5, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a 2006 Ford Expedition. Included you will find the...

Closed End Motor Vehicle Lease Contract for your reference.At the time of lease, our customer agreed to make a first payment of $236.65 due on February 21, 2015, followed by 64 periodic payments of $236.65 due every other Saturday. The term of our lease program is designed for a specific amount of time, for this reason we are unable to process any modifications through the life of the lease.At the time of lease our customer signed and reviewed the Return Anytime Lease Agreement. On page 3, under section 11 subtitled 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…"In addition, it explains:" If you are in default, after waiting any time the law requires, we may… take (repossess) the vehicle…"Since the start of our customer’s lease agreement, her account has reached past due on eight different occasions, four of which exceeded ten days past due. During this time we have made several attempts to work with our customer and her authorized third party by setting promised payment dates. Many of these arranged payments were not met.As of July 23, 2015, our customer’s account is nine days past due with a past due balance of $295.14. Another payment of $236.65 is set to be due this Saturday, July 25th.At this time we are unable to accommodate our customer’s request. DriveTime’s Closed End Motor Vehicle Lease program allows our customers to return the vehicle and cancel the lease, anytime, with no penalties or refund. If our customer feels the lease program no longer works for her, whether it is ability to make payments or life changes, our customer can cancel her lease any time by returning the vehicle to the dealership. By bringing the vehicle back, our customer is then eligible to lease or buy a vehicle from us again at any time in the future.We have made several unsuccessful attempts to contact our customer to discuss her concerns. On July 22, 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.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].DriveTime Customer Relations

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns. On March 20, 2014, our customer informed us of the repair facility’s recommendations to properly diagnose and repair her vehicle. Our customer also stated that she was unable to provide the repair facility with the adequate time needed to carry out the needed diagnostic tests. Without allowing a certified mechanic the ability to diagnose her vehicle thoroughly, our customer is hindering the necessary steps needed to address the mechanical issues which are present in her vehicle. DriveTime understands our customer is receiving conflicting recommendations in regards to the “black sludge” in the engine of her vehicle. Our customer has the right to carry out the recommendations of her choosing, as each of the repair facilities are certified mechanics. Our customer can also bring her vehicle to the original manufacturer repair facility at her own discretion. We encourage our customer to contact Aeverex, the administrator of the limited warranty, to explore available options in regards to this course of action. As a goodwill gesture, DriveTime has offered our customer rental reimbursement for the time needed while her vehicle is comprehensively diagnosed by a repair facility of her choosing. If our customer should have to incur any expenses for repairs not covered by the limited warranty, she can submit repair invoices to DriveTime, which will then be reviewed for possible payment assistance. 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]DriveTimeCustomer Relations

Some of the provided information is very misleading and not true, but I will  focus on what's important. When I purchased my 2010 Equinox my highest possible down payment I had to pay to Drivetime was about $700-$800 because of my credit and other qualifying factors, and that was for the most expensive vehicle on the lot. They failed to mention that I went to the dealership after I had the Equinox sent to the body shop. I went up to the manager and asked had the equinoxes sent to the body shop. I went up to the manager and asked if they can hold a 2012 Buick LaCrosse, which was the  same price of the Ford Taurus that I eventually bought.The manager's name was Bernard. He looked up my previous account with the equinox and express that I wouldn't have to pay another down payment because the difference in prices of the two vehicles was not that far apart. Then he proceeded to tell me that they couldn't hold a vehicle because I already had one in my name with DriveTime. The day before I purchased the Ford Taurus there was no indication whatsoever that I will have to pay a higher deposit. The day that I'll purchase the Ford the managers deliberated for at least an hour on what my deposit was going to be. I feel like DriveTime charge me an additional down payment to cover the payments that wasn't paid at the end of the last contract, which couldn't be paid because of the rental cost. The difference between the two vehicles is $1500 so why would I pay a $500 deposit on one vehicle and then pay the same amount for another vehicle of similar  price?? I was told one thing by there management and they acted on another thing. They're never honest and they're never about the customer. Once again I feel like they charged me another down payment to cover lost money and I would like my refund

There are a variety of factors that affect the down payment required for the vehicle, whichmay include and are not limited to, the customer’s credit history, monthly income, price ofthe vehicle, and length of the loan. This is not a decision made by someone at ourdealerships; this is an automated process that includes a proprietary DriveTime credit scorefor each customer and takes into consideration DriveTime’s underwriting guidelines.
For example, we have limits on the ratio of a customer’s loan payment to their monthlyincome (“PTI”). If a customer’s PTI is outside our guidelines, we will ask the customer toincrease their down payment so the loan payment is reduced and falls within our guidelines.This can happen when a customer selects a more expensive vehicle, which will increasethe loan payment unless the customer makes a bigger down payment. Or, it can happenwhen a customer wants to have a lower APR, which requires a higher down payment. Inan attempt to keep our customers APR the same in this case, we required a higher downpayment when re-contracting.
We post the prices of our vehicles online and on all of our vehicles at our dealerships.Prices of the vehicles do not change.
The increase in the down payment has nothing to do with the prior account. For ourcustomer’s prior account we offered to waive the past due balance, which we did.

March 31, 2014 [redacted] Revdex.com Ph. [redacted] Fax [redacted] Re: Complaint # [redacted]

Dear [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s...

concerns. On December 14, 2013, our customer entered into a retail installment contract when he purchased a [redacted]. Our customer also purchased a service contract administered by [redacted]. I have included the retail installment contract and the service contract for your reference. At the time of sale, our customer elected to purchase these optional products:  Service Contract  GAP Coverage  GPS Attached is the "Optional Products – Disclosure," for your review. All DriveTime vehicles are thoroughly inspected prior to sale. DriveTime offers a Vehicle Return Program, which gives our customers the ability to return the vehicle and terminate their retail installment contract. Our customers must return the vehicle to the dealership where they purchased within five calendar days. Attached is the signed document, "What you need to know about financing a vehicle with DriveTime," for you review. A timeline of our customer’s repairs is as follows: On December 18, 2013, our customer contacted [redacted] and stated he was experiencing mechanical issues. [redacted] referred our customer to a repair facility to have the vehicle diagnosed.  On December 23, 2013, a claim was filed by the repair facility stating the steering pump and battery needed to be repaired. The claim was approved under the limited warranty.  On December 26, 2013, a claim was filed by the repair facility stating the rack and pinion, alignment, steering hose and steering fluid needed to be repaired. The claim was approved under the limited warranty.  On December 27, 2013, a claim was filed by the repair facility stating the vehicle needed the meridian steering pump, rack and pressure line repaired. The claim was approved under the limited warranty. Our customer also inquired about rental. [redacted] offered him a 2-day rental reimbursement. Our customer declined this offer. On December 31, 2013, a claim was filed by the repair facility stating the seal gaskets needed to be replaced. The claim was approve under the limited warranty.  On February 21, 2014, our customer contacted [redacted] and stated his window was not working. [redacted] advised him the window is a non-covered component under the limited warranty. On March 24, 2014, we contacted our customer and offered payment assistance for any out of pocket repair expense(s). Our customer declined our offer. At this time, we are unable to accommodate our customer’s request to transfer him into another vehicle. 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 [redacted]. Sincerely, [redacted] DriveTime Customer Relations

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

On February 8, 2013, our customers entered into a retail installment contract when they purchased a 2006 Chrysler Sebring, with 102,232 miles. 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.

On July 10, 2013, our customers contacted Aeverex stating the vehicle would not start. Our customers were referred to a repair facility. Aeverex informed our customers of the $100 deductible, tow reimbursement (up to $75), and rental reimbursement on approved repairs at $25.99+ tax a day.

On July 15, the repair facility contacted Aeverex and stated the starter motor needed to be replaced. The claim was fully approved. Aeverex also approved the towing reimbursement. At this time, the vehicle’s mileage was 123,342 miles.

On September 28, our customers contacted Aeverex stating the vehicle shakes. Our customers were referred to a repair facility.

On November 6, our customers contacted Aeverex stating the check engine light was on and the vehicle is shaking. Our customers were referred to a repair facility.

On November 8, the repair facility contacted Aeverex and recommended replacing the cam sensor. Aeverex denied the cam sensor replacement since it is a non-covered component under the limited warranty. At this time, the vehicle’s mileage was 138, 177.

On February 20, 2014, our customers contacted Aeverex inquiring about the alternator. Aeverex informed our customers the alternator is not covered under the 5 year/60,000 mile warranty. At this time, the vehicle’s mileage was 150,973.

On February 26, the repair facility contacted Aeverex and recommended an engine replacement at 150,973 miles.

On February 27, Aeverex requested our customers submit oil change receipts.

On February 28, a third party inspector stated the engine seized up. The engine was very low on oil due to long-term oil leak form the timing cover and oil pan gasket.

On March 3, Aeverex requested our customers to authorize the repair facility to remove the oil pan for further diagnosis.

On March 12, we contacted our customers to discuss the engine replacement. Our customers stated they do not have oil change receipts because a friend of their completed the oil changes, and not a repair facility. We informed our customers we need oil change receipts. We informed our customers according to page two of the DriveTime’s DriveCare limited warranty agreement, under gasoline engine, it states:

"…DriveTime reserves the right to request maintenance records before approval of warranty claims."

Our customers informed us Aeverex was requesting them to pay the oil pan to be removed for further diagnosis. We informed our customers according to page three of the DriveTime’s DriveCare limited warranty agreement, under warranty co-payment, it states:

"…If the repair vendor is unable to diagnose the problem in the first hour of labor but ultimately determines the repair is covered under DRIVECARE PLUS, DriveTime will pay for the additional diagnosis time. If the diagnosed repair is not covered under DRIVECARE PLUS, Customer will pay all additional diagnosis labor costs at the regular repair vendor rate. "

At this time, we are unable to accommodate our customers request to repair the vehicle or refund of monies paid. We encourage our customers to approved additional diagnosis on the vehicle. We also encourage our customers to submit their receipts for any out of pocket expenses for review, for possible payment assistance.

As a goodwill gesture, DriveTime has applied a $25.00 principal only credit to our customers’ 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,

DriveTime

Customer Relations

January 11, 2016

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Revdex.com

Re: Complaint # [redacted]

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

On September 9, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2005 Mini Cooper. At time of sale, our customer opted to purchase a Vehicle Service Contract administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference.

On June 22, 2015, our customer canceled her Vehicle Service contract through Aeverex. At that time, her policy became inactive and a pro-rated refund of the product was applied to our customer’s principal balance.

On January 4, 2016, our customer contacted DriveTime in regard to a rust concerns she was experiencing with the vehicle. We advised our customer to have the vehicle taken to an in-network repair facility to diagnose the vehicle. We encouraged our customer to have the in-network repair facility provide an estimate and pictures of the vehicle to DriveTime to review for possible assistance.

On January 7, 2016, DriveTime contacted our customer to reach an amicable resolution. We advised our customer once an estimate and pictures of the rust concern are received, we will be able to further review for possible assistance.

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

Should you have any questions or concerns, please contact us by calling us at [redacted]
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.because they told me they couldn't do what I was asking told to call back next month until they got notice from your place now they want to help but went to dealership and they wouldn't help was told by mahager [redacted] she wasn't going to help.this place sucks all the way around. they all lied to you will never do business with these peopleRegards,Edward B Petersen

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

On March 15, 2014, our customer entered into a simple interest retail installment contract when she purchased a 2006 TOYOTA TUNDRA 2WD V8. Our customer also purchased a...

Powertrain Protection Plan, administered by Aeverex. The simple interest retail installment contract and Powertrain Protection Plan are attached for your reference.

On May 20, 2014, we contacted our customer in response to her Revdex.com complaint. We advised out customer to take the vehicle to a DriveTime repair facility for diagnosis of repairs not covered under the protection plan.

At this time, we have reached an amicable resolution with our customer as DriveTime has agreed to pay for the non-covered repairs.

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 [redacted].

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.Regards,

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

We attempted to reach out to our customer to further address his concerns with the overall experience he had with DriveTime. At this time there is no amicable resolution that can be met.

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

Dear Ms. [redacted],

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

On March 15, 2014, our customer entered into a simple interest retail installment contract when she purchased a 2008 CHEVROLET IMPALA V6...

FFV. Our customer also purchased an optional DriveCare Powertrain Protection Plan, administered by Aeverex. The simple interest retail installment contract and DriveCare Powertrain Protection Plan are attached for your  reference.

On May 8, 2014, our customer contacted us stating she was having issues with the throttle body, gear shifter, and catalytic converter and requested to exchange vehicles. We advised our customer we were unable to exchange her vehicle, but recommended she have a claim filed with an in-network repair facility to have the vehicle diagnosed. We granted an exception to waive the $50 diagnostic fee and referred our customer to a repair facility.

On May 12, 2014, the repair facility contacted us recommending a throttle body service and to repair the wire harness for the shifter.

At this time, DriveTime has agreed to accommodate our customer’s request to approve her repairs as a goodwill exception.

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 [redacted].

Sincerely,

DriveTime

Customer Relations

Dear Ms. [redacted],

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

On February 11, 2014, our customers entered into Closed End Motor Vehicle Lease Contract when they leased a 2006 [redacted]...

[redacted]. The vehicle came with a 3 year/36,000 mile limited warranty administered by [redacted]. The lease contract and limited warranty agreement are included for your reference.

On March 3, 2014, we contacted our customers and they advised us they were having issues with gas mileage and shocks. We advised our customers to contact [redacted] and they would be referred to a repair facility to diagnose the vehicle. Our customers are within 30 days of the lease date and would not have to pay the $100 deductible required to diagnose the vehicle. At this time, a claim has not been filed. Once a claim is filed, we will review for further assistance.

We are unable to accommodate our customers’ request to return vehicle and a refund of their full down payment.

As a goodwill gesture, DriveTime has credited $25.00 to our customers’ 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].

DriveTime

Customer Relations

[redacted]:

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]

I was told by a representative, that all owed was the 154 in July. The deferment they told me about, still holds me accountable for the customer service reps mistake. I feel after all the mess up, I feel they should credit my account. I also feel Drivetime should give me a free month for this issue. The customer relations department called me, and he was really rude. He also didn't satisfy my issues, that has been going on since July. Im behind because of the mistake and feel I shouldn't be held responsible for the issue. If they can do what I have stated above, I will be satisfied. They just seem to keep coming up with excuses for the mess up to cover themselves, rather than a solution. I'll wait to hear back. I just got a voicemail today stating I'm still behind, after all of this and I need to call them about past due. Still getting calls even though they are stating such things here. Waiting for response. Thank you, [redacted])

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

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On March 14, 2013, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2011 Toyota Corolla. Included, you will find the Retail Installment Contract for your reference.
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.
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

Concern:
·         Our customer stated that he previously filed a Revdex.com complaint due to DT not...

reporting the trade line to any of the credit bureaus ·         Our customer stated that he was promised that we would report to all three credit bureaus for at least 1 year
 Resolution: ·         $25.00 gift card sent to the address provided
·         Unfortunately, DriveTime was unable to update the trade like in May 2015 due to a previous bankruptcy.
·         Due to the loan being paid off, DT is unable to update the trade line with Experian and Transunion at this time
·         DT has requested a manual update with Equifax, as they are the only bureau in which we can reinstate the trade line.

I am upset that the representative from Drive Time is not listening to what I have to say.   I have tried to explain numerous times that I would have never purchased the vehicle if I knew of these safety recalls,  I was not presented with a proper or accurate vehicle history report.  Their only solution is for me to  continue doing business with them which I do not feel comfortable doing.  This is a matter of doing the right thing in the eyes of the customer.  I have pasted links at the bottom of the page with the open recalls on this vehicle and the dates they were issued which was well before the date I purchased the car. 
For this matter to be resolved, I want Drive Time to take back the vehicle and refund me a large percentage, if not all of the money I have invested in this vehicle.   That is the only thing that is right.   Drive time does not care about the safety of the vehicles they are selling and are continuing to sell these unsafe vehicles.  My exact  vehicle is currently for sale at the Raleigh location.  They should stop doing this cause their sources use do not show accurate recalls on vehicles.  This has been a nightmare my family and myself.  This was my wife's primary vehicle that she picked out.  She no longer wants to drive this vehicle because the fear she has which Drive Time doesn't seem to  respect.  Please make this issue right so we can end this ordeal.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.This complaint is not resolved. It is worse. I am not sure why this was ever closed. Please contact me to continue this complaint. I pay for a car that I am unable to drive. It has spent more than 5 consecutive months (out of the 18 months I have had it) -  in the shop and I have not been reimbursed for any repairs. All I want is a drivable vehicle and since  I pay $500/month that request shouldn’t be that hard to accomadate. This has been going on for greater than one year (3 month after the purchase). I am broken as a result, spending hours on the phone to no avail. This has led to a huge financial burden. I have offered on more to be as flexible and understanding as possible; however drivetime has not. How is it okay for a company to take $500/month for me without providing a product.  I plan to get the media involved at the suggestion of my attorney. The attorney says I will pay more legal fees than repairs  - so that rout does not seem practical; however, at this point It may be the best option as a matter of principle.I travel 90% of the time; I only drive the car on weekends. It is impossible to say that all of these problems are normal wear and tear. PLEASE PLEASE contact me ASAP. This needs a quick resolution.Regards,[redacted]

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

On April 29, 2014, our customer entered into a Simple Interest Retail Installment contract with DriveTime when she purchased a 2011 Ford Fusion. Attached...

you will find the Simple Interest Retail Installment for your reference.

On November 19, 2014, we contacted our customer and came to amicable resolution. As a goodwill gesture, we will credit our customer’s account balance $75.00 for the stop payment and overdraft fees assessed by her financial institution. In addition, we will waive our customer’s $15.00 nonsufficient funds fee assessed by DriveTime.

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