DriveTime

The person we are responding to is not the account holder. They are a third party, which means the account holder has not given...

DriveTime permission to discuss account information.
 
On May 24, 2016, DriveTime spoke with the third party in an attempt to address his concerns. We advised we were unable to speak with him, as he was not authorized on the account in reference; however, we encouraged him to provide a copy of an Executor of the Estate or a Power of Attorney. He stated the required documentation was not available, and had only been able to provide the death certificate. Additionally he stated he wished to recover the personal belongings that were in the vehicle at the time of recovery; he advised the recovery agency had contacted him and offered him the option to recover his personal items for a fee of $70.00. At this time, we encouraged him to provide expense receipts so we may review options for possible reimbursement.
 
On May 25, 2016, the third party contacted DriveTime with concerns about the personal belongings in the vehicle. He stated he spoke with the recovery agency, and they would be unable to assist him with the retrieval of the items without written consent from the lien holder. We advised we would be unable to accommodate his wish to provide documentation to the recovery agency, as we are unable to discuss and/or provide information in regard to the account with a third party without permission from the Account Holder, Power of Attorney, or Executor of Estate.
 
On May 27, 2016, DriveTime contacted the third party to address his concerns. We advised we may be able to assist with his wishes to recover his personal items from the vehicle. We encouraged him to provide us with an itemized list of the belongings from the vehicle, so that DriveTime can coordinate its efforts with the recovery agency to reach an amicable resolution.
 
Please see the attached PDF for the full response.

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress 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. Because DriveTime’s Closed End Motor Vehicle Lease Contracts can be cancelled at any time, we do not offer any grace periods. A vehicle is contractually eligible for repossession as soon as the account falls past due, after waiting any time required by law. As a courtesy to our customers, DriveTime often waits 5 to 7 days before assigning a vehicle to be recovered. Likewise, because the lease can be cancelled at any time, DriveTime does not offer due date changes on lease accounts. Due to the amount of time that has passed since our customer’s date of lease, we have been unable to confirm if she was advised that she would be able to change the due date of her payments at a later time. On July 13, 2015, at 9 days past due and with no payment arrangements set on the account, DriveTime exercised their contractual right to secure the vehicle and assigned the vehicle to be recovered. On July 14, 2015, the vehicle was recovered. Our customer contacted DriveTime and advised the vehicle should not have been recovered, as she had made a payment the day before. We advised our customer that because she had not called us with a confirmation number, we had no indication that a payment had been made and had not closed the assignment with the recovery agent. We have no record that our customer ever contacted us during the month of July prior to the vehicle’s recovery. The same day, we informed our customer that due to the recovery of the vehicle, we would not be able to accept the check she had used to make her payment. We encouraged her to cancel the check through her bank and make the payment to reinstate her lease over the phone with a debit or credit card or at a check-free location such as Walmart. Our customer paid her recovery fees and past due balance in full, and arrangements were made to release the vehicle to her. When our customers make payments via check, the payments do not always immediately post to their accounts. For this reason, we encourage our customers to contact the DriveTime lease department with their confirmation number whenever a payment is made, especially when the account is past due. This ensures that Drive Time can attempt to close any recovery efforts that may have been in process. With no new information provided, we are still unable to accommodate our customer’s request have her recovery fees refunded and her payment due date changed. We encourage our customer to contact our Customer Relations department with any additional questions or concerns. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely,[redacted]DriveTime Customer Relations

April 8, 2016Revdex.com Ph. (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 to address our customer’s concerns.On January 30, 2016, our...

customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2007 GMC Sierra 1500. The vehicle came with a 30-day/1,500 mile DriveCare Limited Warranty, administered by Aeverex. At the time of sale, our customer opted to purchase 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 Agreement, and the DriveCare Vehicle Service Contract for your reference.All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no need to replace it.DriveTime offers a Vehicle Return Program, which gives our customer the ability to return the vehicle to DriveTime and terminate his Simple Interest Retail Installment Contract. To participate in the vehicle return program, our customer must return the vehicle to the dealership within five calendar days. Attached is the Retail Purchase Agreement for your review.On March 10, 2016, our customer contacted Aeverex to express concerns for a transmission delay, vehicle jerks and shifts hard, and for the brake rotors. Aeverex encouraged our customer to take the vehicle to an out-of-network repair facility to complete a diagnosis.On March 15, 2016, an out-of-network repair facility spoke with Aeverex to initiate a claim for rear axle diagnosis, both front wheel bearings, front brake pads, front brake rotors, brake diagnosis, rear brake shoes, tire replacement, steering flush, serpentine belt, and a rear differential teardown. At that time, Aeverex requested a third-party inspector to verify failures at the repair facility. DriveTime also requested pictures and an estimate for the non-covered repairs for review. After receiving the inspector’s report on March 21, 2016, Aeverex approved the repairs for rear axle diagnosis, both front wheel bearings, front brake rotors, brake diagnosis, serpentine belt, rear differential teardown, used rear differential, universal joint, and gear oil under the DriveCare Limited Warranty.On April 1, 2016, we spoke with our customer to inform him that the out-of-network repair facility had advised the tires are above safety specs and there are no failures with them.After review, we are offering two options. One is to take the vehicle back and place our customer into another one. The other option is to take back the vehicle, provide a refund based off the current mileage, and part-ways with a settlement.We have made several unsuccessful attempts to contact our customer to discuss her concerns. On April 8, 2016, 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 [redacted], to discuss her concerns.At this time, we are unable to accommodate our customer’s request to defer payments or credit a payment towards his account. We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has applied a $25.00 credit toward our customer’s account.We thank the Revdex.com for their continued support and for allowing DriveTime to address our customer’s concerns. If you have any questions, please contact us at [redacted].Sincerely, Carlos S.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.

The contract that I signed included the expensive warranty as shown....just because the car seemed to be in operating condition does not mean it will stay that way which is why a warranty of that nature should have covered my brakes (30 day warranty) and the gear selector part (which affects the transmission) they should have fixed the car at full price before I turned in the car instead of treating me like someone who opted out of the warranty that really isn't worth the price they charged. Attached are some documents showing what the repairs were and how much they cost and that despite their claims of trying to assist me this is why I turned the car in....they were not very helpful then tried to act like they wanted to fix the car but I was told they would not fix the faulty brakes that should have been covered under the 30 day warranty

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 October 27, 2012, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when...

she purchased a 2008 Dodge Avenger. The Simple Interest Retail Installment Contract is included for your review. On February 19, 2015, our customer contacted DriveTime regarding her loan not appearing on her credit report. We advised her of the suppression of our credit reporting and sent a credit rating letter with the details of her account status and credit standing. This letter can be used for reference until credit reporting resumes. We notified our customer of the timeframe for when our reporting would resume, as well. 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 anticipate these enhancements will be completed no later than the end of March. We apologize for any confusion or inconvenience this may have caused. We understand the importance of building and maintaining a credit score. We also understand the importance of accurately reporting credit activity, and that is why DriveTime has made the effort to complete these system enhancements. On March 3, 2015, our customer contacted DriveTime in reference to her prior concerns. We once again advised her of our projected timeframe for credit reporting to resume. On March 10, 2015, our customer contacted DriveTime in regards to the credit reporting issue. She advised that the bank she was working with would not accept the credit rating letter as proof of credit, but instead needed the information to be on file with the credit bureaus. We advised our customer we are working on a resolution to be completed by end of March. On March 11, 2015, DriveTime contacted our customer and advised we could partake in a conference call with her bank to advise them of her credit standing. Our customer advised that her banker was not working that day, and we recommended we try again the next day. On March 12, 2015, our customer contacted DriveTime with further concerns about her credit reporting. We advised once reporting resumes, we would manually update her reporting to reflect the full life of her loan. We submitted a request to our Credit Bureau Dispute team to arrange for this to be done. On March 14, 2015, we contacted our customer and educated her on the above information. Our customer stated her bank was unable to partake in a conference call with DriveTime to discuss her credit standing. At this time, we are unable to accommodate our customer’s request to return her vehicle. 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, DriveTime Customer Relations

Please see the attached PDF for the full response.
On August 11, 2016, DriveTime contacted our customer. We confirmed that she had received the reimbursement check for the battery and rotors in the amount of $234.77.   At this time, DriveTime will be unable to accommodate our customer’s requests. We believe we have provided all applicable support assisting our customer with the mechanical issues the vehicle has had. Our customer has been driving the vehicle for approximately 5 months and continues to drive the vehicle; furthermore, a claim has not been filed with Aeverex in regard to the mechanical issues our customer has reported, nor has DriveTime been provided any documentation for review. However, since our customer is adamant that there are severe mechanical issues with the vehicle, DriveTime will extend an offer to rescind her contract, delete her trade-line, and refund her down payment in full. Our customer will be required to sign a Full Settlement and Release of Claims to take advantage of our offer. This offer will expire August 24, 2016.   Should our customer wish to stay in the vehicle, DriveTime will offer 4 days of rental reimbursement at a daily rate of $25.99. This will provide the original equipment manufacturer (OEM) the opportunity to address and possibly duplicate the issues reported. Likewise, should the OEM diagnose and confirm the mechanical issues, DriveTime will re-assess any and all options for possible assistance.

Dear Ms. [redacted], Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address the authorized third party’s concerns. Since our last correspondence with the Revdex.com, the vehicle has been taken to a Volkswagen Dealership and a claim has been filed with the DriveTime Claims Department. The Volkswagen Service Center has recommended a fuel pump replacement. The fuel pump replacement is a covered repair under the limited warranty. Page 2, section label "warranty co-payment" of the DriveCare Limited warranty, states: "…Year 3 (day 731-1095) $250 per warranty repair visit…" Our customers are required to pay a $250 copay on any warranty-covered component(s) in the third year of their warranty. Please see the DriveCare Limited warranty agreement for your review. On March 19, 2014, our customer contacted us and we have reached an amicable resolution. DriveTime has agreed to waive $150 of our customer’s copay. Our customer will be required to pay $100 of her copay for repairs. DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, [redacted] 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.Per the companies own admission, on day one and prior to the delivery of the vehicle the tire pressure sensors were an issue. I was told by the sales manager [redacted] if there were any issues give them a call.. As soon as I took the vehicle on the highway at the highway speed, I then discovered the issues with the brakes. I called the immediately, [redacted] answered the phone. It was less then 5 minutes, he rudely told me to call the warranty department. This vehicle should not have never been sold under the condition it was in. This is according to [redacted] and The Chevy Dealer. I was placed in a dangerous situation and they have not shown in empathy at all. When you call and attempt to have a conversation with them, it is like speaking to a broken record. I will never recommend there company to anyone, especially the [redacted]. I request you have them provide the work done prior to sale of this vehicle.  [redacted] the actually sales representative stated, " Ms. [redacted] the car is at the shop now taking care of that problem with the TPS, if it continues, we will continue to work on it or provide you a new vehicle." Again, this was prior to me signing any contract's. The company is not taking responsibility for their actions or lack of.

Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On February 27, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2006 Toyota Corolla. Our customer purchased...

a 3 year/36,000 mile Vehicle Service Contract, administrated by Aeverex. Attached you will find the Simple Interest Retail Installment and Vehicle Service Contract for your reference. The actions of our agent described in our customer's correspondence are not typical of 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. On December 26, 2014, we contacted our customer and encouraged her to have the vehicle diagnosed and a claim filed with Aeverex. Since our customer informed us that she had cancelled the Vehicle Service Contract, we advised her to provide us with an estimate to review her account for possible assistance. At this time, we are unable to accommodate our customer’s request to return the vehicle and for a full refund of all monies paid. 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.

I was in contacted with Drive Time and we was working together on the problem but the person I have been in contact with for some reason she ([redacted]) is unavailable. I was told by Drive Time that they will not do anything until I bring my account current. Which I received a letter stating that I have to August 4th to pay $555 to keep my contact with them. They still want my to pay on a unsafe lease vehicle that I am not driving nor is the vehicle with me it is at the auto shop.  All the parts that need to be fix should have been inspected before another customer was put in that vehicle but it was not. Drive Time needs to credit my account at least my down payment $895 and either fix the vehicle which cost $2000 are get me a new and inspected vehicle that is safe for me and my family then I will have no problem paying on my account.  I was assured by [redacted] that Drive Time will not refund my money.

Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. We apologize for any inconvenience to our customer. While going through the credit reporting enhancements there is a possibility that credit-reporting errors may occur. Therefore, all credit reporting was ceased and purged to comply with the [redacted].  We anticipate system enhancements to be completed and credit reporting to resume no later than the beginning of March. To address our customer’s additional concerns, our Champ Program allows our customers to trade in their vehicle with little to no money down and possible lower APR. Our customers qualify for this program when their remaining principal balance is $4,500 or less. At this time, we are unable to accommodate our customer’s request to end contract or credit her principal for $2,000. 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 re-address our customer’s concerns.

At the time of lease, our customer was provided with the Lessee Disclosure Statement and Agreement for Installation of a GPS System. On page two (2) section (i) it states the following:

“The Vehicle is equipped with a starter interrupt GPS tracking device. I understand and agree that you will diable the Vehicle in the event that I do not make my payments on the dates they are due as shown in the Consumer Leasing Act Disclosures (item 1) of the Lease Contract, subject to any rights that I may have to cure your default. I agree that I will not tamper with, disable or attempt to disable the Device. The Device is and remains DriveTime property.”

Our customer read, signed, and agreed to the terms listed in the agreement. Included you will find a copy of the Lessee Disclosure Statement and Agreement for Installation of a GPS System for your reference.

DriveTime’s Lease program is a cancel anytime lease program with no penalties. Page three of the Cancel Anytime Lease Contract, “11. Default, Repossession, and Other Remedies”, 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; (b) You give any false or misleading information in the application; (c) You do not maintain required insurance…”

On June 23, 2014, DriveTime recovered our vehicle due to non-payment. At this time, DriveTime verified the starter interrupt had not been enabled at any time during our customer’s lease.

On June 30, 2014, DriveTime contacted our customer regarding his concerns. We informed our customer DriveTime is unable to

Can not shut off a running vehicle

He had continued to drive a vehicle with known issues

Cust advised didn’t get repairs done due to issues with diag and tow fees

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 readdress our customer’s concerns.

We are still actively working on a resolution for our customer’s mechanical issues. On May 22, 2014, our customer took the vehicle into an Aeverex approved repair facility to have his mechanical concerns fully diagnosed. The repair facility was unable to diagnose the issues as they were beyond their capabilities.

Our customer’s vehicle was transported to a different Aeverex approved repair facility, equipped to diagnose the issue. Aeverex has also approved having an inspector sent to the repair facility to assist with the diagnosis and repair options.

Based on the lengthy diagnosis timeframe, DriveTime has decided to place our customer in a rental vehicle while his vehicle is in the repair facility.

DriveTime appreciates our customer’s patience while we work to resolve his concerns.

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

Sincerely,

[redacted].

DriveTime

Customer Relations

February 6, 2014 [redacted] Revdex.com [redacted]

[redacted] 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 August 24, 2011, our customer entered into a retail installment contract when he purchased a 2005 [redacted]. 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 September 2, 2011, our customer contacted us stating the windshield wipers and speakers needed to be replaced. We referred our customer to a repair facility. No claim was filed. On September 5, 2011, our customer contacted us and stated he fixed the windshield wipers on his own. On September 6, 2011, our customer contacted us stating his seat belt needed to be replaced. We referred him to a repair facility. The repairs were approved under the limited warranty; the diagnostic fee was waived as a one-time courtesy. On February 13, 2012, our customer contacted us stating the vehicle stalls and when the A/C is on, the vehicle accelerates. We referred our customer to one of our repair facilities. No claim was filed. On March 1, 2012, our customer contacted us stating the vehicle would not start. We referred him to a repair facility. On March 5, our vendor contacted us stating the fuel pump and idle control valve needed to be replaced. The fuel pump was approved under the limited warranty. The idle control valve was denied, as a non-covered component under the limited warranty, we advised our customer he would be responsible to pay for the repair. No claim was filed from a vendor regarding the stalling issues. On April 5, 2012, our customer contacted us stating the ECM on his vehicle needs to be repaired. We advised our customer we could assist with the repair cost, once the vendor files the claim. At this time, the account was 12 days past due. On April 13, 2012, our customer contacted us stating he is still having issues with the vehicle after the fuel pump was repaired. He advised us that there is still more work to be done on the vehicle, but he does not have the money to make the necessary repairs. Again, we advised our customer that we can assist with the repair costs, but a claim must be filed from the out of network vendor. At this time, no claim was filled and the account was 20 days past due. On April 17, 2012, our customer contacted us stating he was involved in a car accident and wanted us to pick up the vehicle. On April 18, our customer contacted us asking why we have not picked up the vehicle. On May 2 and 8, our customer contacted us asking us to pick up the vehicle. At this time, the account was 45 days past due. On May 25, 2012, our customer contacted us stating he is still having issues with the vehicle. We advised him to take vehicle into an out of network vendor for diagnosis; we also offered to waive the diagnostic fee. At this time, no claim was filed and the account was 62 days past due. On June 20, 2012, DriveTime recovered the vehicle. At this time, the loan was 88 days past due. Our records indicate we are reporting accurately; charge off - involuntary repossession, with a remaining balance of $7,082. 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 [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 May 24, 2014, our customer entered into a Simple Interest Retail Installment Contract when he purchased a 2010 Honda Insight. Our customer also purchased a 5...

year/50,000 mile vehicle service contract, administered by Aeverex. Included you will find a copy of the Aeverex Protection Plan Vehicle Coverage agreement and Simple Interest Retail Installment Contract for your reference.

At the time of sale, our customer purchased the following optional products:

DriveCare Powertrain Protection

GAP coverage

SkyLink Service

Included you will find the optional products disclosure for your reference.

At this time, DriveTime has reached out to our customer and come to an amicable resolution. We have offered our customer the opportunity to re-contract the Simple Interest Retail Installment Contract and remove the optional products listed above.

In addition, the auto pay feature has been updated with his correct bank account information.

As a goodwill gesture, DriveTime has mailed our customer a $50.00 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 [redacted].

Sincerely,

Customer Relations Analyst

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On June 26, 2014, our customer entered into a Closed End Motor Vehicle Lease with DriveTime, when she leased a 2009 Chrysler Sebring. Included you will find the Closed End...

Motor Vehicle Lease for your reference. 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. 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. At the time of lease, our customers agreed to make periodic payments of $221.19 and the first payment was due on July 12, 2014, followed by 64 periodic payments of $221.19 every other Saturday. On January 12, 2015, our customer contacted us and stated her pay schedule changed with her employer. Our customer advised she could make the January 10 payment for $221.19 on January 16. On January 22 2014, the vehicle was recovered for default. Please refer to page 3 of the Cancel Anytime Lease, section 11 Default, Repossession, and Other Remedies. "You fail to pay any periodic payment when due or any other amount you owe under this Lease when we ask you for it… Take (repossess) the Vehicle wherever we find it and enter any property where the Vehicle may be to do so…" Later that day, our customer contacted us and stated a recovery agency had pick up the vehicle. Our customer advised she made the past due amount of $221.19 online. We informed our customer there was no grace period and she had not notified us a payment was made. On January 28, 2015, we contacted our customer and offered the following resolution: Customer agrees to: ? Pay past due amount of $221.19 ? Pay $150 in recovery fees $ ? Pay $125 in storage fees with the recovery agency ? Provide DriveTime a recent pay stub showing current pay period In exchange, DriveTime agrees to: ? Pay for half of the recovery fees at $150 ? DriveTime will match customer’s payments to her current pay period 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

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 May 12, 2012, our customers entered into a Simple Interest Retail...

Installment Contract with DriveTime when they purchased a 2003 Chrysler Sebring. The vehicle came with a 3 year/36,000 miles DriveCare Limited Warranty. Attached you will find the Simple Interest Retail Installment and DriveCare Limited Warranty for your reference.At the time of purchase, our customer signed and reviewed the DriveCare Limited Warranty contract, which states, under Exclusion:“All part of the vehicle not listed above or which is covered by a manufacturer’s warranty or recall is excluded from coverage under this Limited Warranty.”All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no need to replace it. Page one of the Customer Delivery Checklist under Important Reminder, states:  “Our focus of the multi-point inspection is primarily the safety and reliability of your vehicle…Please insure you are comfortable with the condition of the vehicle prior to purchasing.”On November 12, 2012, our customer contacted DriveTime with concerns in regards to their vehicle. We referred our customer to an in-network repair facility tohave the vehicle diagnosed. On November 19, 2012, our in-network repair facility filed a claim for valve cover gaskets, calipers, motor mounts, sway bar links and outer tie rod ends. DriveTime approved the valve cover gaskets under the terms of the Vehicle Service Contract.On the same day, our customer contacted DriveTime in regards to their non-covered repairs. We advised our customer that the repairs were not approved as they are considered maintenance items. We advised our customer that if he elected to pay out of pocket for the non-covered repairs, we would be willing to offer payment deferments. On November 29, 2012, our customers returned the vehicle to the DriveTime dealership and elected to surrender the vehicle rather than complete the repairs. At this time, DriveTime is willing to offer our customers the following resolution. DriveTime agrees to offer the customer a 10% settlement in which the customers would be responsible for $920.76 of the deficiency balance and DriveTime will:·  Waive the remaining  deficiency balance of $8,286.87·  Delete our customer’s trade line from all three (3) major credit bureau reporting agenciesOur customers will be required to sign a Full Settlement and Release of Claims if they choose to take advantage of this offer. This settlement offer is gooduntil October 2, 2015. On September 2, 2015, DriveTime contacted our customer to address his Revdex.com complaint. We advised our customer that we are willing to offer the above settlement. Our customer declined to accept our offer and would not consent to the terms of the settlement. We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, we have mailed a $25.00 American Express gift card to our customer’s 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 [redacted] Sincerely,[redacted] **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 10983122, and find that this resolution would be satisfactory to me.  I will wait   for the business to perform this action with all three credit bureaus and, if it does, will consider this complaint resolved.

Regards,

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On October 7, 2014, our customer entered into a simple interest retail installment contract with DriveTime, when she purchased a 2012 Chevrolet Cruze....

Attached you will find the Simple Interest Retail Installment Contract for your reference.On October 13, 2014, we contacted our customer and came to an amicable resolution. DriveTime has agreed to apply a refund of $300.00 towards our customers account as a one-time goodwill gesture. 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 March 17, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2010 Ford Mustang. Attached you will find...

the Simple Interest Retail Installment for your reference.All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no need to replace it.DriveTime does not compete on price, nor do we hide it. DriveTime’s vehicle pricing is subject to several factors.  We encourage our customers to research all aspects of their purchase. Our customer had the opportunity to sign and review all documents. DriveTime’s vehicle pricing is subject to several factors. Included in the total amount financed are the following benefits:3 year/36,000 mile vehicle service contractGPS device providing anti-theft servicesGAP coverage in case of a total lossAt the time of sale, our customer signed and dated the attached Customer Delivery Checklist. Page one of the Customer Delivery Checklist under Important Reminder, states:“Our focus of the multi-point inspection is primarily the safety and reliability of your vehicle. While the interior, exterior, and paint condition of this vehicle meet DriveTime standards, any pre-owed vehicle may have minor cosmetic issues. We do not make cosmetic repairs. We also do not repair after sale damage such as body, tire, glass, or road hazard damage. Please insure you are comfortable with the condition of the vehicle prior to purchasing.”At the time of sale, our customer was provided an [redacted] Vehicle History Report. The attached [redacted] Vehicle History Report may indicate a prior accident record, a rental or government vehicle, registered in a storm area, and/or a theft record. If any of the items were applicable, these items would be noted in the Vehicle Information section on the [redacted] History report. Our customer signed and acknowledged the vehicle had been in no accidents prior to purchase.At the time of sale, our customer signed and reviewed the attached What You Need to Know about Financing a Vehicle with DriveTime. On page one under subtitle Vehicle Inspection, it states: “You are purchasing a used vehicle which may have had paint or body work we didn’t perform and are not aware of. You had an opportunity to inspect you vehicle and are satisfied with it.” On April 3, 2015, we received the attached estimate from our customer to fix cosmetic issues on the vehicle for a total of $1,873.18.On April 6, 2015, we spoke to our customer and informed him that DriveTime would not be covering the cosmetic work to repaint the hood of the vehicle. We offered our customer the option to exchange vehicles. Our customer declined our offer and advised he would be obtaining an attorney.At this time, we are still offering our customer the option to exchange vehicles. We encourage our customer to contact us, if he chooses to take advantage of this offer. This offer is good until April 30, 2015.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,DriveTimeCustomer Relations