DriveTime

October 20, 2016

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Revdex.com
Ph. (602) 264-5299
Fax (602) 263-0997 
 
Re: Complaint # [redacted]
 
To Whom It May Concern,
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On October 24, 2013, our customer entered into a Closed End Motor Vehicle Lease with DriveTime when she leased a 2006 Dodge Durango. Attached you will find a copy of the Contract for your review. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation.
At the time of lease, our customer agreed to make 65 bi-weekly payments of $234.50. Our customer final payment due date was May 20, 2016.
On May 5, 2016, our customer spoke with DriveTime to obtain a payoff quote. After receiving the payoff, she made her final lease installment payment to satisfy the payoff of her lease vehicle.
After the payment posted, on May 24, 2016, DriveTime changed the status of our customer’s account to show as a paid in full lease. DriveTime mailed the title of the vehicle to our customer’s address.
On August 4, 2016, our customer spoke with DriveTime to inform us that she had not received her title. On this same day, we reordered a title reprint that we could resend to our customer. The typical time frame for a duplicate title to be received from the state DMV is 4-6 weeks.
On October 7, 2016, DriveTime received the duplicate title from the DMV.
On October 17 2016, DriveTime spoke with our customer to address her concerns. We apologized for the delay in receiving the duplicate title and the lack of communication that she had received during the process. We confirmed that we have the correct address for our customer so the title could be resent to her.
(Full response provided to the Revdex.com)

July 29, 2016

"Times New Roman", serif;">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 June 23, 2014, our customer entered into a Return Anytime Motor Vehicle Lease when she leased a 2004 Dodge Durango from DriveTime. While DriveTime originated the Lease and is the Lessor, [redacted] Credit Company is the servicer for the Lease.  The vehicle came with a Driver’s Seat Limited Warranty (the Warranty), administered by Aeverex. On June 23, 2016, our customer contacted Aeverex to report possible engine issues with her vehicle. Aeverex referred our customer to an in-network repair facility per the terms of the Warranty. On June 27, 2016, the in-network repair facility contacted Aeverex to advise that the engine required replacement. Aeverex began reviewing the customer’s vehicle maintenance to ensure that she had met her obligations under the terms of the Warranty. Our customer had been receiving a $13.00 discount on each of her payments as her account was set to pay by automatic debit. On the payment due June 27, this discount was not applied since our customer was no longer set up to pay by automatic debt. On June 28, 2016, our customer contacted [redacted] to discuss her payment concerns. Our customer made her payment, and [redacted] submitted to have the discount applied retroactively as a credit to the account. 
FULL RESPONSE ATTACHED

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.  The service has been performed and I consider this complaint resolved.

Regards,

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

On February 9, 2011, our customers entered into a retail installment contract when they purchased a 2007 Chrysler Sebring. The vehicle came with a 3 year/36,000 mile...

limited warranty. The retail installment contract and limited warranty agreement are attached for your reference.

On October 31, 2012, our customers’ loan charged off for non-payment, at 116 days past due. On February 22, 2013, our customers informed us of the location of the vehicle. On February 25, we recovered our collateral.

On November 5, 2013, we received a letter of correspondence from our customers disputing how DriveTime was reporting their credit. Our customers’ correspondence had insufficient information to validate their request. DriveTime had received return mail from the last known address for our customers. We sent a response to the address on the letter our customers sent, requesting they contact us and verify their account information so that we could respond to their request. A copy of the insufficient information letter is attached for your reference.

On January 3, 2014, we received another letter of correspondence from our customers disputing the status of their credit report. We sent another response requesting our customers contact us so that we may verify the information on file so that we may respond to their requests.

We have attempted to reach our customers via telephone, but have been unsuccessful.

At this time, we are unable accommodate our customers’ request. Our records indicate we are accurately reporting to the credit bureaus, Charge-off Involuntary Repossession with a remaining principal balance of $9,348.

As a goodwill gesture, DriveTime would like to mail a $25.00 American Express gift card to our customers as soon as we can verify their address.

We encourage our customers to contact us to verify the information on file, so that we may respond to their request.

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 readdress our customer’s concerns. Per our customer’s request, we have placed a “cease-and-desist” on his account that will allow only written outbound communication with him via e-mail and letters. In his previous letter to the Revdex.com, he stated:             “I ask that all contact be made through my e-mail address or in writing.” By placing this cease-and-desist on our customer’s account, we were attempting to honor his wishes to the best of our ability. If our customer would like the cease-and-desist removed from his account, he may contact DriveTime and request this at any time, and it will be promptly removed. On May 1, 2015, our customer contacted DriveTime at nine days past due on his first payment. Our customer asked if he could make a double payment on May 15. We informed him we are unable to make those payment arrangements this early into the loan. We advised him the cease-and-desist on his account made it difficult to communicate with him about past due payments. However, at no point did we advise our customer that payment arrangements could not be made because of the cease-and-desist. DriveTime places importance on our customers’ payment habits in the first six months of the loan. We have found this time period is an indicator of how our customers will continue making payments throughout the life of the loan. Therefore, during this time, we refrain from making payment arrangements on accounts, as it is essential for our customers to make payments on time. The actions described in our customer’s correspondence are clearly not 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 resolve past due balances.On April 27, 2015, we sent an email and a letter to our customer in an effort to make contact with him and address his concerns. At this time, we have not received any correspondence from our customer. We encourage him to contact DriveTime at ###-###-####.DriveTime thanks the Revdex.com for their continued support. If you have any questions, please contact us at ###-###-####.Sincerely,[redacted]DriveTime Customer Relations

October 31, 2015RevDex.comPh.

(602) 212-2232Fax

(602) 263-0997  Re: Complaint # [redacted]                            To

whom it may concern: Thank

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

re-address our customer’s concerns. At this time,

DriveTime has found a resolution to report accurately for accounts that have

had a previously discharged bankruptcy. This update should reflect on our

customer’s credit reporting within 30-60 days. We will be reinstating these

trade lines with Experian, Equifax, and TransUnion.Should our

customer has any questions or concerns regarding this update, we encourage him

to contact DriveTime Customer Relations at [redacted] DriveTime thanks the Revdex.com for their

ongoing support. Should you have any questions or concerns, please contact us

by calling us at 8[redacted]

Sincerely,[redacted] DriveTimeCustomer

Relations

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

On May 29, 2014, our customer entered into a Closed Ended Motor Vehicle Lease contract, when she leased a 2006 Hyundai Elantra. Included you will find...

the Closed Ended Motor Vehicle Lease contract for your reference.

At the time of purchase, our customer agreed to make periodic payments of $192.60 due every other Saturday, beginning June 14, 2014.

On September 12, 2014, the vehicle was recovered for default due to non-payment. Please refer to page 3 of the Cancel Anytime Lease, section 11, “Default, Repossession, and Other Remedies”

“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… If you are in default, after waiting any time the law requires, we may do any of the following:… (e)) Take (repossess) the Vehicle wherever we find it and enter any property where the Vehicle may be to do so…”

On October 30, 2014, the vehicle was sold at auction and was no longer in DriveTime possession.

Page three of the contract, section 11. Default, Repossession and Other Remedies, states:

“After we repossess the Vehicle, we will hold it free of any rights you may have under this Lease, subject to any right you have by law to cure the default or recover the vehicle. If any personal items are in the Vehicle, we may take them and store them. We will give you written notice at your last address shown on your record within 15 days of discovering that we have your personal items. If you do not ask for such items back within 31 days from the day we mail or deliver the notice to you, we may dispose of them as the law allows.”

We have made several unsuccessful attempts to contact our customer to discuss her concerns. On November 18, 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 the repossession agency to discuss her personal belongings.

As a goodwill gesture, DriveTime is sending our customer a $25 [redacted] gift card to her address on file.

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

Sincerely,

DriveTime

Customer Relations

September 16, 2016

13pt;">  Jasmine Hill Revdex.com Ph. ###-###-#### Fax ###-###-####   Re: Complaint # 11701928 Dear Ms. Hill, Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.   On June 4, 2016, our customer entered into a Simple Interest Retail Installment Contract when he purchased a 2013 Chevrolet Sonic from DriveTime. The Contract was subsequently assigned to DT Acceptance Corporation, now known as Bridgecrest Acceptance Corporation. The vehicle came with a 30 day/1,500 mile DriveCare Limited Warranty, administered by Aeverex. Our customer purchased an additional 5 year/50,000 mile Vehicle Service Contract, also administered by Aeverex.   Attached you will find the Simple Interest Retail Installment Contract, DriveCare Limited Warranty, Vehicle Service Contract, and Customer Delivery Checklist for your reference.   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 the “Customer Delivery Checklist,” under “Important Reminder,” it is stated:   “Our focus in the multi-point inspection is primarily the safety and reliability of your vehicle…. Please ensure you are comfortable with the condition of the vehicle prior to purchasing.”   On August 17, 2016, our customer contacted DriveTime regarding mechanical concerns. We encouraged him to take the vehicle to an in-network repair facility and to contact Aeverex for additional warranty assistance. Likewise, we advised that we would request an itemized estimate from Aeverex for any non-covered repairs for review and the options for possible assistance once a claim was filed.   On August 22, 2016, an Original Equipment Manufacturer (OEM) filed a claim with Aeverex for the hvac diagnosis. In addition, the OEM stated that they found a leak in the vehicles A/C compressor. Aeverex approved the hvac diagnosis and compressor under the terms of the Vehicle Service Contract.

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 had a complaint done on drivetime before about the same vehicle since I got it I had issues from day one they wouldnt fix its a 2009 Mishubishi Gallant.I fount out that the car had water damages which made the parts bad on my car.so I contact u guys because the issue wasnt being solved.after a month they decided to contact me on 9/6/2006 which I purchased the car on the 8/9/2014 ,to inform me to take my car get inspector to look at it [redacted] never look at the car when I take it cuz I took it so many times they was tired I had to get another shop to look at it to bring it back and let [redacted] the issues it was having the still didnt check it out till inspector came.then they fixed roller and brakes they call me to pick it up it was making the same noise but louder feels like something is loose under my wheel also I took it back he then sats he couldnt fix it somebody had been fumbling inside steering collard.but the noise is at my tires and so is the loosehe says your whole car rusty u gone have issues I said why wasnt everything replaced.I called customer service same issue is before I asked for another vehicle they say [redacted] had to put in a claim I called back next day she then tell me he says he tighten steering when it was false he did nothing to it he drove it thats all he did to it am proof .am tired of fooling with with this vehicle its been stress because when they found out this vehicle had rust issues they should have switched out my car right then.I wanna be done fooling with drive time there bussiness isnt good at all I am buying a lemon and who wants to pay 18 thousand for a lemon I am a single parent working two jobs 7 days a week.they falsely told me that this vehicle had a history report on it and also gave me papers.if it was done than how can they not know about the damages from where they got it from. and that this car was completely rusted badly. Product_Or_Service: Mishibishi Gallant Order_Number: [redacted] Account_Number: [redacted] 

I would like my deposit and my carnote payment returned on this vehicle to take my bussiness where wanted by loyal customers.I dont deserve that am a single parent working hard with two kids .I have went through mental destress they have put my through I tried being quartile with them and ask for a exchange they are being incorporate I got a new used lemon thats not gone hold up from water damages.there bussiness is bad I want a refund asap

Regards,

On February 4, 2016, we received and reviewed our customer’s receipts for his out-of-pocket repair expenses.
On February 8, 2016, we spoke to our customer and advised that we were prepared to offer assistance based on the receipts he provided; however, we requested that a claim be filed with Aeverex for his current mechanical issues first, so we could determine what additional assistance would be necessary. Our customer stated he understood and advised he would take the vehicle to an in-network repair facility for diagnosis.
On February 11, 2016, our customer contacted DriveTime and asked us to waive the fee to have the vehicle diagnosed. Based on the time our customer has been in the loan and because no previous claims have ever been filed, we advised him that he would be responsible for this $50.00 fee. However, we also informed our customer that once a claim had been filed with Aeverex, we would review options to assist with any repairs that were not covered under the terms of the Vehicle Service Contract.
To date, no claims have been filed with Aeverex by a repair facility. Once our customer has taken the vehicle to an in-network repair facility and a claim has been filed with Aeverex, we will review options to assist him. If our customer no longer desires to have the current issues with the vehicle addressed, we encourage him to contact us at ###-###-#### so we may discuss what options for assistance are available based solely on the receipts he provided.

August 29, 2015 BetterBusiness BureauPh.[redacted]Fax[redacted] 

 Re:Complaint # [redacted]     Towhom it may concern,      ...

 Thankyou for bringing this matter to our attention. We appreciate the opportunity toaddress our customer’s concerns.  OnJune 4, 2015, our customer entered into a Closed End Motor Vehicle Lease withDriveTime, when she leased a 2007 [redacted]. Included you will find theClosed End Motor Vehicle contract for your reference. At the time of lease, ourcustomer agreed to make periodic payments of $216.75 the first payment beingdue on June 26, 2015, followed by 64 periodic payments of $216.75 every other Friday.OnAugust 18, 2015, DriveTime exercised our contractual right to recover our collateral.At that time, the account was 11 days past due placing the account in default.Please refer to page 3 of the Closed End **tor Vehicle Lease under the section 11. Default: “The Following are events of default: (a) You fail topay any periodic payment when due or any other a**unt you owe under this Leasewhen we ask you for it;” OnAugust 19, 2015, our customer contacted DriveTime in regards to redeeming hervehicle. We advised her in order to redeem the vehicle she would need to bringthe account current including repossession fees. Additionally, our customer wasinformed she will be responsible for fees assessed at the repossession agent’slots, not to exceed $125.00. OnAugust 20, 2015, our customer contacted DriveTime to report that therepossession agent damaged her vehicle. While DriveTime was attempting toassist our customer she advised the repossession agent was forcing her to signa document with inaccurate information. While attempting to address herconcerns the call was disconnected.  We have made several unsuccessful attempts to contactour customer and address her concerns. On August 27, 2015, we sent a letter viacertified mail to our customer’s address on file. The purpose of this letter isto inform her of our attempts to reach her. We encourage our customer to contactour Customer Relations department at [redacted].  We are researching the matter and once incontact with our customer, we will assist appropriately. Weapologize for any confusion or inconvenience this may have caused. At this timeDriveTime is unable to reimburse our customer for the repossession fees. Ourcustomer can take her vehicle to an in-network repair facility for a completediagnostic test. Once a claim in filed through her warranty, DriveTime canreview the claim any non-covered components for possible assistance. As a goodwillgesture, DriveTime has credited the customer’s account $25.00.  DriveTime thanks theRevdex.com for their continued support. If you have any further questionsor concerns, please contact us at [redacted].  Sincerely,  [redacted]DriveTime Customer Relations

September 2, 2014

Revdex.com

Ph. ###-###-####

Fax ###-###-####

Re: Complaint # [redacted]

Dear Ms. [redacted],...

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

On October 28, 2013, our customer entered into a Motor Vehicle Periodic Renewal Lease contract when she leased a 2006 Chevrolet Trailblazer. The Motor Vehicle Periodic Renewal Lease contract is attached for your reference.

On August 28, 2014, we reached out to our customer to address her concerns. She went over her experience involving the processing of the past due payment. This issue was due to switching banking information. She also discussed her attempt to cancel the pending repossession. We apologized for her experience and advised her that we appreciate her feedback. Our customer also brought up the credit that she earned after a certain amount of time to use towards an upgrade that is no longer valid due to the late payment issue.

At this time DriveTime and our customer have come to an amicable resolution, we have reinstated her eligibility to qualify for that promotion once she hits her year mark on October 28, 2013.

As a goodwill gesture, DriveTime has mailed a $25.00 [redacted] gift card to our customer.

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

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 September 13, 2012, our customer entered into a Simple Interest Retail...

Installment Contract with DriveTime when she purchased a 2008 Mercury Milan. Attached you will find the Simple Interest Retail Installment for your reference.On June 24, 2015, at 46 days past due, our customer called DriveTime to set a partial payment arrangement for her past due amount to be paid on June 26, 2015. During the conversation, we found that our records did not reflect her current employer. Our customer provided the updated information for her current employer; however, she did not provide an updated business number.On June 27, 2015, DriveTime made several unsuccessful attempts to contact our customer on the numbers provided to bring the account current. We elected toresearch her account to locate any numbers which our customer had previously used to contact DriveTime. Using a previous number noted in the account, we left a message asking our customer to return our call. At this time, the account was 54 days past due.On July 20, 2015, at 72 days past due, our customer called and asked that we do not contact her at her business number. We updated our customer’s account with her business number and placed it on our do not call list. Since then, we have not attempted to contact our customer via her business number. We have made several unsuccessful attempts to contact our customer to discuss her concerns. On July 29, 2015, we sent a letter via certified mail to ourcustomer’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 $25.00 credit to the principal balance of 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

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On November 14, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2008...

Buick Lucerne. Attached you will find the Simple Interest Retail Installment Contract for your reference. DriveTime has temporarily ceased credit reporting to all three major credit bureau agencies. The cease is due to required system enhancements taking place in the manner DriveTime reports to the credit bureaus. We originally anticipated these enhancements to be completed no later than late February; however, there were some issues that arose that had to be addressed, pushing that timeframe out to 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. At this time, we have completed the necessary updates with [redacted] and [redacted]. Both credit bureaus have confirmed they have begun uploading our customers’ account information for public viewing. On March 30, 2015, after speaking with one of our representatives about his concerns, our customer decided to return his vehicle to DriveTime. Our customer was informed that credit reporting has resumed and returning his vehicle may have a negative impact toward his credit. Due to our customer’s concerns, we have currently placed a hold on his account, and would be pleased to work with him on options of redeeming the vehicle. As a goodwill gesture, DriveTime has mailed a $25.00 American Express gift card.DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTimeCustomer Relations

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On April 8, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2008...

Chevrolet HHR. Attached you will find the Simple Interest Retail Installment Contract for your reference. DriveTime has temporarily ceased credit reporting to all three major credit bureau agencies. This 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 had originally anticipated these enhancements being completed no later than the end of February; however, there were some issues that arose that had to be addressed, pushing that timeframe out to 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. On March 9, 2015, a credit rating letter that includes our customer’s DriveTime account information and credit standing was mailed to him. This letter may be used for reference should our customer need to apply for credit before the credit reporting updates are complete. We are working diligently with the credit bureaus to get all of our accounts reporting correctly. We are unable to expedite the process of reinstating our customer’s trade line to the credit bureaus at this time. On March 27, 2015, DriveTime contacted our customer and came to an amicable resolution. We addressed the abovementioned concerns and advised him we would manually update his credit reporting to reflect the full life of his loan once reporting resumes. As a goodwill gesture, DriveTime has credited $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

April 7, 2014 [redacted]Revdex.com Ph. ###-###-#### Fax ###-###-#### Re: Complaint # [redacted] Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns....

On October 5, 2009, our customer entered into a retail installment contract as a co-buyer, when purchasing a 2003 Ford Mustang. I have included the retail installment contract for your reference. On April 3, 2014, we contacted our customer to address his concerns. We advised our customer we are unable to accommodate his request to delete his trade line from all three credit bureaus. At this time, we are reporting accurately, as Involuntary Repossession – Charge off. DriveTime would like to take this time to offer our customer the following: DriveTime agrees to: ? Submit an update to all three (3) major Credit Bureau reporting agencies to report DriveTime trade line as Settled Charge Off. In exchange, customer agrees to: ? Remit payment to DriveTime via certified funds in the amount of $952.24 As a goodwill gesture, DriveTime has mailed a $25.00 [redacted] gift card to our customer. 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 customers’ concerns.
On September 6, 2014, our customers entered into a Cancel Anytime Lease Contract with DriveTime when they leased a 2005 Dodge Durango. Attached you will find...

the Cancel Anytime Lease Contract for your reference. On February 4, 2015, we got in contact with our customers and advised that the tag issue was corrected today. We apologize for an inconvenience or confusion this might have caused.
As a goodwill gesture, DriveTime is sending a $25 American Express gift card to the 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,
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 July 31, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2008...

Dodge Avenger. The vehicle came with a 3 year/36,000 mile Limited Warranty, administered through [redacted]. Attached you will find the Simple Interest Retail Installment Contract and the Limited Warranty for your reference. On August 30, 2013, the vehicle was brought into a repair facility for brake issues. [redacted] approved resurfacing of the rotors but the brakes were at 40% life and therefor were not replaced.
On September 26, 2013, our customer’s wife (authorized third party) called into the DriveTime dealership with complaints against [redacted]. The complaint was due a non-covered seal that was causing the leak in the vehicle. The authorized third party stated the mechanic somewhat fixed it for them but the seal area was still leaking.
Per the notations in the [redacted] notes, the repair facility informed [redacted] that they do not do this type of work. [redacted] informed our customer that he would need to take the vehicle to a different repair facility to address the leak.
On October 26, 2013, the authorized third party called into DriveTime about the leak repair. We advised that would be a non-covered item under the warranty. However, we would be able to look into assistance if they paid for the repairs.
On December 4, 2013, the authorized third party called into DriveTime and stated there was a rainstorm and the vehicle got water in it. She also advised that the vehicle had been a car accident before time of sale. We advised her to get an estimate for the repairs and to follow up with us.
On December 6, 2013, the authorized third party called back in for the follow up call. She advised that the repair facility was still diagnosing the vehicle. She stated the repair facility did inform her that it would probably be around $300 from what they are seeing so far. She inquired about the assistance via deferment of a payment. We advised she would need to send in a paid receipt to be able to look into completing a deferment on the account.
On December 20, 2013, our customer brought the vehicle to different repair facility and a claim was called into [redacted] for a windshield seal and brake pads. These components non-covered under the warranty. In addition, they were unable duplicate the transmission slipping issue.
On December 23, 2013, we contacted the authorized third party to go over her concerns about the leak. She advised that the vehicle had been in an accident that is possibly responsible for the leak issue. We advised her that the [redacted] AutoCheck History Report our customer signed at the time of sale indicated that there was an accident. This accident was disclosed to our customer prior to purchase. The authorized third party stated she would send in her receipts for the seal she paid for out of pocket. She was upset that the seal she paid for did not address the leak issue and that the repair facility was unable to locate where the leak was coming from after windshield was re-sealed.
On December 26, 2013, the authorized third party called in to see if we had received the receipts. The representative advised that we would have to call out to the repair facility to verify the repair was paid for. This validation had to occur due to the receipt appearing to be in her handwriting. We obtained the repair facility’s phone number from the authorized third party to verify.
On December 27, 2013, we tried to contact the repair facility to verify the repair was paid for. When we called the phone number provided, it went to a personal voicemail. We were also unable to locate the repair facility in that state to obtain a business number. The authorized third party called later that day and we advised her of this information. She advised that her friend had completed the work at his small shop located at his residence. We advised that if we had known that the mechanic she went to was not certified, we would have referred her to a certified repair facility. We were unable to confirm the hand written receipts and advised she would need to take it into a certified repair facility. Once we receive the paid invoice, we can then proceed to process a deferment.
On December 30, 2013, we confirmed the out of pocket expenses from the non-covered repairs mentioned on December 20, 2013. We advised that they would need to make a payment on January 3, 2014 before we could process a deferment. The payment was made on January 4, and we started the deferment on January 7. The deferment application was cancelled due to the authorized third party stating the vehicle needed to go back into a repair facility. We advised we would adjust the extension as needed if she sent in additional receipts for any non-covered repairs.
On January 8, 2014, a repair facility called into [redacted] for brake noise. [redacted] informed the repair facility that brake noise and brakes in general are non-covered components.
On January 20, 2014, we contacted the authorized third party regarding these non-covered repairs. She advised us of the repair’s timeframe as well as when she will have the invoice paid. We advised we would process the deferment once we receive the additional paid receipts. We advised that once we process the deferment, the account will not be eligible for additional deferments for another six months.
On February 10, 2014, the authorized third party called about the deferment on her account. She was advised that as agreed in previous conversations, it could not be processed yet because of the new mechanical issues that arose. We advised that we needed to include those out of pocket expenses in the deferment.
On March 4, 2014, we were in contact with the authorized third party about the deferment and that we were waiting until the last non-cover repairs were paid for. She advised she has having the repairs completed soon and will fax in the paid receipts.
On March 25, 2014, [redacted] approved the disc caliper, brake pads, and rotors to be replaced.
On April 9 and 10, 2014, we tried contacting our customer and the authorized third party regarding the receipts to complete the deferment but we were unsuccessful. The account was now at 75 days past due.
Our collections department got in contact with our customer and authorized third party regarding the past due amount on the account and set up multiple payment arrangements to assist with the past due balance.
On May 5, 2014, the vehicle was repossessed due payment default. The authorized third party called in regarding the status of the account. Our customer made a payment that came back as insufficient funds.
We have been unable to contact our customer but would like to provide the following information:
? In reconditioning of the vehicle, the brakes were above minimum standards.
? There was no transmission issues or water damage found in reconditioning and the repair facilities that the vehicle was brought to after the sale were unable to locate an issue with the transmission.
? Our customer signed the [redacted] AutoCheck Vehicle History Report acknowledging that there was a minor rear end accident.
? We checked the [redacted] AutoCheck Vehicle History Report, and the report was clear of any flood damage.
? We attempted multiple times to assist our customer and authorized third party with a deferment and payment arrangements.
? Our customer had the first five days of the loan to return the vehicle if they are not happy with their purchase and receive their full down payment back.
At this time, we are unable to accommodate our customer’s request to refund the $1,000 down payment and delete the trade line for his credit. As a goodwill gesture, DriveTime has mailed a $25 American Express gift card to our customer.
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 4, 2016
 
Revdex.com
 
Re: Complaint # [redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
 
At the time of sale, DriveTime did not yet offer GAP insurance to our customers as an optional product. Our customers would be required to obtain GAP insurance from a third party insurance provider.
 
On September 21, 2015, our customer contacted DriveTime and advised that her vehicle had been involved in a total loss accident. At that time, our customer inquired if she had GAP insurance with DriveTime. We advised our customer that she did not, but she did qualify for our Insurance Loss Program (ILP).
 
DriveTime’s Insurance Loss Program allows our customers to enter in to a new loan and have the balance on the loan waived and reported as paid in full. To qualify for this program our customer must meet the following criteria:

The vehicle must be declared a total loss by their insurance company
Our customer must have completed and returned all necessary insurance paperwork
Our customer’s insurance company must have remitted physical damage payment
Pay the Insurance Loss Program deductible of $500
Our customer’s totaled loan must be current up to the date of loss
Have full coverage insurance (comprehensive and collision coverage)at the time of the loss
Our customer must qualify for a new loan (down payment for new loan is determined by the vehicle selected)

 
On December 28, 2015, DriveTime contacted our customer and came to an amicable resolution. We discussed the above information and advised our customer to contact us at [redacted] with any further questions or concerns. Our customer advised she would contact us in the future about her choice to take advantage of the Insurance Loss Program or not. As an additional good-will gesture, DriveTime has applied a $25 credit towards our customer’s principal balance.
 
Sincerely,
 
DriveTime

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

On August 31, 2010, our customers entered into a Simple Interest Retail Installment Contract when they purchased a 2003 Mitsubishi Lancer. Included you will find the...

Simple Interest Retail Installment Contract for your reference.

After becoming aware of our customers’ concerns, DriveTime researched the manner in which we are reporting on their credit history. At this time, we are not reporting as a "repossession" to any of the three (3) major credit agencies.

DriveTime has made several unsuccessful attempts to contact our customer via telephone in order to address the concerns. These calls were made on June 2, 4, and 5.

On June 5, 2014, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter was to inform our customer of our attempts to reach out to her, and to provide contact information for her to respond to us.

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

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

Sincerely,

DriveTime

Customer Relations