DriveTime

August 1, 2014 [redacted]

[redacted] BetterBusiness BureauPh.[redacted]Fax[redacted]   Re:Complaint # [redacted]     Dear[redacted]...

[redacted], Thankyou for bringing this matter to our attention. We appreciate the opportunity toaddress our customer’s concerns. OnDecember 4, 2013, our customer entered into a Closed End Motor Vehicle Leasewith DriveTime, when she leased a [redacted] that came with a limitedwarranty. Included you will find the Closed End Motor Vehicle Lease and the Lifeof Lease limited warranty agreement for your reference. Thefollowing is a timeline of our customer’s account: OnJune 2, 2014, our customer contacted [redacted] regarding issues with the airconditioning system and the check engine light coming on. [redacted] referred ourcustomer to the nearest repair facility to have a diagnosis completed on thevehicle. [redacted] informed our customer of the $100.00 deductible.  OnJune 3, 2014, the repair facility contacted [redacted] recommending thereplacement of the fuse/junction box and thermostat. The repairs were declinedas non-covered components under the limited warranty. OnJune 5, 2014, our customer contacted [redacted] stating she replaced thethermostat but she is still experiencing issues with the vehicle. She informedus that the repair facility had diagnosed her vehicle incorrectly and she willnot return the vehicle to the same facility. [redacted] referred our customer toanother repair facility to have the vehicle diagnosed; however, our customerdeclined their offer. Our customer advised she would have the vehicle diagnosedby the original equipment manufacturer (OEM) and pay the $200.00 out-of-networkdeductible.  OnJune 15, 2014, our customer contacted us requesting payment arrangements.DriveTime agreed to extend our payment deadline until June 18, 2014. OnJune 17, 2014, our customer contacted us requesting payment arrangements.DriveTime agreed to extend our payment deadline until June 20, 2014. Ourcustomer did not complete her arrangement. OnJune 21, 2014, our customer contacted us inquiring if her vehicle would berecovered due to non-payment. We informed our customer that we would need apayment completed by the end of business day to prevent the recovery of thevehicle. We did not receive the payment. OnJune 23, 2014, DriveTime recovered our vehicle due to non-payment; the accountwas 10 days past due. Laterthat day, our customer contacted us requesting to redeem the vehicle. Weadvised our customer she would be responsible for the past due balance of$205.36 with the addition of the $300.00 for the repossession fees. Ourcustomer advised us she would contact the repossession company and then contactus back with her decision. We advised our customer she had 48 hours to informus of her decision. OnJune 25, 2014, our customer completed the payment for the past due balance andrepossession fees. Our customer was advised her vehicle would be transferred toone of our DriveTime Dealership locations and available for pick up. Ourcustomer inquired how to obtain her license plate and personal belongings fromthe repossession agency. We advised our customer that she would be required tocontact the repossession agency to obtain her license plate and personalbelongings. We informed our customer she may be charged storage fees whenobtaining her items. Laterthat day, our customer contacted us notifying us the vehicle would not start.We confirmed with our customer that the starter interrupt system was notenabled on her vehicle and we encouraged her to have a diagnostic completed onthe vehicle for the current mechanical issues.Our customer contacted [redacted]regarding the issues with her vehicle not starting. [redacted] referred ourcustomer to the nearest repair facility and advised her of the $100.00deductible. A claim was not filed for the starter issue. On June 27, 2014, ourcustomer contacted us stating the repairfacility referred her to the OEM for possible recall issue pertaining to theignition. We advised our customer that the OEM is responsible for covering allrecall items. Our customer contacted us requesting assistance in towingher vehicle to the repair facility. As a goodwill gesture, DriveTime offered toreimburse our customer up to $75.00 to tow her vehicle. OnJuly 8, 2014, our customer contacted [redacted] regarding an oil change. [redacted]advised our customer that the warranty covers an oil change every 4,000 milesand referred our customer to the nearest facility to have it completed. [redacted]offered to reimburse our customer for any oil changes she had paid for in thepast. OnJuly 10, 2014, our customer contacted us regarding issues with her vehicle notstarting. We agreed to make a one-time exception to waive the deductible forour customer to have the vehicle diagnosed by a repair facility. A claim hasnot been filed for the issues with the starter. Atthis time, DriveTime is unable to accommodate our customer requests. As part ofthe DriveTime warranty, DriveTime utilizes a network of third party vendors toperform repairs and recovery services. These independent vendors are not ownedor operated by DriveTime. These vendors are selected based on their proximityto where our customers reside as well as their willingness to comply with theterms of the DriveTime warranty. DriveTime is not responsible for any actionsmade by any third parties. Weencourage our customer to have her vehicle diagnosed by a repair facility forthe current issues with the starter. Once a claim has been filed, we willreview it for possible assistance. As a goodwill gesture, DriveTime has applied a $25.00 creditto our customer’s account.                       DriveTimethanks the Revdex.com for their ongoing support. Should you haveany questions or concerns, please contact us by calling us at [redacted]. Sincerely, [redacted]DriveTimeCustomerRelations

May 27, 2015 [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 July 16, 2012, our customer entered into a...

Simple Interest Retail Installment Contract with DriveTime when she purchased a 2006 Chevrolet HHR. Attached you will find the Simple Interest Retail Installment Contract for your reference. On August 31, 2013, our customer filed for Chapter 7 bankruptcy, with a discharge date on December 16, 2013. DriveTime is unable to ensure accounts that are in an active or have a discharged bankruptcy are being reported accurately. In order to comply with FCRA (Fair Credit Reporting Act) guidelines, DriveTime will delete trade lines when a customer files for bankruptcy, to ensure no inaccurate reporting occurs. At this time, we are unable to accommodate our customer’s request to report her payment history to all three credit bureaus. Attached is a credit rating letter that our customer can provide to potential creditors. We strongly encourage our customer to keep a copy for her records. As a goodwill gesture, DriveTime has applied $25.00 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 [redacted] Sincerely, Jacelynn S. DriveTime Customer Relations

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,

July 9, 2014

Revdex.com

Ph. [redacted]

Fax [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 March 22, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime, when she purchased a 2008 [redacted] Series. Our customer also purchased a 5 year/50,000 mile vehicle service contract, administered by [redacted]. Included you will find the Simple Interest Retail Installment Contract and the [redacted] Protection Plan Vehicle Coverage agreement for your reference.

All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. The vehicle met DriveTime and Department of Transportation standards.

On May 22, 2014, our customer contacted [redacted] regarding issues with the vehicle not starting, transmission issues, and warning lights coming on. [redacted] referred our customer to the nearest repair facility and advised him there would be a $100.00 deductible.

Later that day, the repair facility contacted [redacted] recommending the replacement of the crank sensor. The crank sensor was denied as a non-covered component per the limited warranty.

On June 20, 2014, our customer contacted DriveTime regarding the crank sensor not being covered. We offered our customer a payment deferment to assist with the out of pocket cost to complete the repairs. Our customer declined our offer and requested to exchange vehicles. We advised our customer that exchanging vehicles would not be an option at this time.

On June 30, 2014, we contacted our customer regarding and came to an amicable resolution.

At this time, DriveTime has agreed to split the cost of the repairs with our customer a one-time goodwill exception.

As a goodwill gesture, DriveTime has applied a $25 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 [redacted].

Sincerely,

DriveTime

Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On December 3, 2013, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2007 Nissan Murano. Included you will find...

the Simple Interest Retail Installment Contract for your reference. On December 10, 2014, we reached out to our customer to address her concerns. We discussed the appraisal she received as well as the total price of her current vehicle.
Components that go into the total price of the vehicle:
? DriveTime’s sales price
? Any sales tax
? Any optional products purchased at time of sale
? Licensing and registration fees
? Interest amount based on the interest percentage rate computed for our customer
Breakdown of the original vehicle finance information:
? Amount Financed: $18,075.85
? APR/Interest Rate: 24.638%
? Finance Charge: $15,838.89
? 68 monthly payments of $491.53 with one final payment of 490.70
            o Interest paid thus far: $4,187.88
            o Principal paid thus far: $2,655.12
            o Current per diem of interest is $10.41
In addition, page one of the "What you need to know about financing a vehicle with DriveTime" document under "Financial" states:
"Your contract is a ‘simple interest’ contract. That means interest is charged each day on the amount you financed with us. When you make a payment, your payment pays interest and then it pays/reduce the amount financed. If you pay late, your contract continues to accrue interest each day. When you make your payment late, more of your payment has to go to pay the extra interest. This means less of your payment goes to pay/reduce the amount financed and it can take longer to pay off your contract with us."
Attached you will find the "What you need to know about financing a vehicle with DriveTime" document for you review.
At this time, we are unable to accommodate our customer’s request to change the price of her vehicle to $7,000.
As a goodwill gesture, DriveTime has credited our customers’ principal balance $25.00.
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

September 29, 2015
 
Revdex.com
Ph. (602) 212-2232
Fax (602) 263-0997 
 
Re: Complaint [redacted]
 
To Whom It May Concern:
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns.
 
On September 5, 2015, DriveTime contacted our customer and attempted to address her concerns. We offered our customer a Full Settlement and Release of Claims in which DriveTime agreed to:
 

Waive our customer’s deficiency balance of $20,527.52
Delete our customer’s trade line from all three (3) major credit bureau reporting agencies
Refund our customer 50% of her original down payment in the amount of $900.00
 
We advised our customer the settlement offer would remain good until September 30, 2015.
 
On September 12, 2015, our customer contracted DriveTime and verbally accepted our settlement offer. DriveTime advised her she would be required to return the vehicle to the DriveTime dealership, where she would then sign the settlement documents and receive her refund check.
 
On September 16, 2015, our customer returned the vehicle and signed the settlement documents, entering into a legal settlement agreement with DriveTime. On page one of the Full Settlement and Release of Claims, it is stated:
 
            “In exchange, Customer agrees to:…
 
Make no attempt to lease, purchase or finance a Vehicle with DriveTime in the future. No future dealings will be permitted”
 
Attached you will find the Full Settlement and Release of Claims for your reference.
 
Due to the legal settlement both parties have entered into, we are unable to accommodate our customer’s request to purchase another vehicle with DriveTime. We apologize for any inconvenience or confusion this matter may have caused.
 
DriveTime thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at 800-965-8043.
 
Sincerely,
 
[redacted]
DriveTime
Customer Relations

February 26, 2014

Revdex.com

Ph. ([redacted]) [redacted]

Fax ([redacted]) [redacted]

Re: Complaint # [redacted]

Dear Ms. [redacted],

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

opportunity to address the third party’s concerns.

The DriveTime Life Assist Program will pay off the remaining loan balance and release the title to a surviving party if the account holder or co-buyer passes away. If no co-buyer is listed

on the account, the account holder’s estate will become the beneficiary. In order to qualify for the program, Drive Time must obtain a Death Certificate and the account must be current.

The following states are not eligible for the Life Assist Program: Florida, Arkansas, Ohio, Virginia, and Tennessee.

On February 19, 2014, we contacted the authorized third party and informed her the vehicle does not qualify for Life Assist.

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 [redacted].

Sincerely,

DriveTime

Customer Relations

March 8, 2016

justify;"> 
Revdex.com
Ph. (602) 212-2232
Fax (602) 263-0997 
 
Re: Complaint [redacted]
 
To Whom It May Concern:
 
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On January 22, 2016, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2013 Chrysler 200 4C. Our customer also opted to purchase a 5 year/50,000 mile Vehicle Service Contract, administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference.
All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. Parts that fail inspection are replaced. However, if a part is functioning at the time of inspection, there is no need to replace it.
Page one of the “Customer Delivery Checklist” under Important Reminder, states:
“Our focus of the multi-point 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.”
Additionally, on page one of the “Customer Delivery Checklist” under Maintenance Items, it states:
“…These maintenance items are subject to replacement only upon failure of the component… After sale, these routine maintenance items are the responsibility of the vehicle owner…”
At the time of sale, our customer signed the “Customer Delivery Checklist.” Attached you will find the Customer Delivery Checklist for your review.
On February 25, 2016, our customer contacted DriveTime and stated concerns with the tires on the vehicle. DriveTime advised them that we would obtain further information for the needed tire replacement.  
Continued… (Full version provided to the Revdex.com)

September 28, 2016
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.
Our customer’s concerns with her original leased vehicle, the 2004 Dodge Durango, were addressed in our response to her initial complaint. Our customer’s payment concern was resolved, and her motor was replaced.
As stated in our initial response, on July 21, 2016, our customer contacted us to advise that the repairs had been completed, and that the vehicle was shaking. Our representative advised that the vehicle would have to return to the repair facility for further diagnosis. Our customer stated that she did not wish to do so, and chose to visit our dealership to review her options.
At no time did we imply or state that our customer was required to purchase another vehicle with us. Our customer relayed to our personnel that she was in immediate need of transportation, and did not wish to take her vehicle back to the repair facility that had performed the engine replacement so that they could warranty their work.
Our staff determined that, with credits our customer had earned through our lease program, she would be able to purchase a vehicle with no cash down payment. This was offered to our customer as an option, and she accepted.
(For full response, please see attached.)

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On November 3, 2014, our customer entered into a Closed Ended Motor Vehicle contract, when she leased a 2006 Chevrolet Equinox that came with a limited warranty,...

administered by Aeverex. Included you will find the Closed End Motor Vehicle Lease and the Limited Warranty Agreement for your reference. On November 6, 2014, our customer contacted our Customer Relations Department regarding the check engine light. We advised our customer that in order to assist, we would need a diagnostic completed. On October 7, 2014, a repair facility contacted Aeverex to recommend the catalytic convertor and O2 sensor be replaced. Aeverex approved all the needed repairs on the vehicle and our customer picked up the vehicle on October 10. On October 11, 2014, we reached out to our customer to conduct a follow up. We advised our customer as a goodwill gesture, we will credit her account a per diem credit for each day her vehicle was in the shop. A credit of $61.71 will be applied towards her upcoming payment on November 21, 2014. In addition, we advised our customer that rental reimbursement is not offered per the terms of the limited warranty, however with the repairs occurring a few days after she leased, we will look into an additional credit/reimbursement. DriveTime thanks 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 do not accept this offer and Let me explain why.  in the letter sent to Drive time I stated that the settlement amount Drive time offered me it did not include the payments I made.  It did not even include the full amount of repairs I paid for during the seven months I had the...

car.  I read the response from and it was 5 pages of notes copied from my file.  I mean really look at this I had 5 pages of notes for a car I only had 7 months.  And, I paid $5146.35 including payments, repairs, deductibles, and towing and all they are trying to give me back is $3060.40?  Where is the rest of my money?  If Drive time is willing to take back my car and waive this loan off my Credit Report Why wont they give me the remainder of my money?  Drivetime has put me through hell these last 7 months.  And, I am not asking for anything I am not due.  This car had problems and will be fixed and sold again to the next consumer and they will try and pull this same bs again.  I wont $5146.35 refunded to me immediately.  I have proven and sent every receipt to show what I have paid Drive Time and I am owed exactly $5146.35.  Jeremy N[redacted] told me in his conversation We are gonna make it seem like this never happened.  Prove it!  When you say something like that to a consumer who has went through a living hell with one of your lemons then you need to do the right thing and give me my money back.  Because plain and simple: How can you make it seem as if it never happen and be left holding $2146.35 of my money?   I would like you to explain to me your reasoning for keeping the remainder of my money?  There is no way to explain all of the 5 pages repair after repair, breakdown after breakdown and the fact that I have been out of my car now for over a month. 
 
My Response to the Settlement Offer and Jeremy N[redacted] of Drivetime
Letter sent concerning settlement offer

Dear, DriveTime 
 I will be contacting you over the phone as I have too much to say to type. I'm not understanding why DriveTime thinks this matter is funny? $25.00 credit toward $15,000 loan? That's insulting and I will not tolerate any more of this nonsense! You guys are not listening to me at all, you keep saying that these repairs are covered, then why hasn't my vehicle been fixed? It is because those are not the repairs that are needed I have a serious electrical issue that Chevrolet can't even diagnose, this situation is getting dangerous. Electrical problems in a vehicle is not something to joke about. My life may be at risk, if a fire was to break out under the hood of the vehicle while I'm driving it would be over. Everywhere I take the vehicle they tell me the same thing, that I have a serious electrical problem that runs throughout the entire vehicle! I'm trying to reason and be cooperative but DriveTime has cause me to take measures further than I hoped. Unless something is done by September 30, 2016 I WILL be taking matters into the court system!

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns.  On October 10, 2013, our customer contacted Aeverex and stated that he had concerns with his driver’s side window and the vehicle’s rear window defroster. Aeverex referred our customer to AAMCO of West Palm Beach and informed our customer to have the repair facility contact them to initiate a claim.To date, no new claims have been filed through Aeverex. We encourage our customer to take the vehicle to an in-network repair facility to be diagnosed. The repair facility can contact Aeverex at ###-###-#### to initiate a claim and review what repairs would be covered under the Vehicle Service Contract. Any non-covered repairs may qualify for possible assistance.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, it is not replaced.At this time, we are unable to accommodate our customer’s request to take his vehicle back. We have received our customer’s invoice for the repairs completed on the rotors, brake pads, A/C evaporation flush, and the labor to clean the carpets due to flooding. We have reviewed the receipt our customer submitted and are willing to credit our customer’s account for half of the total cost he paid out of pocket for repairs. The total credit amount would be $356.77.We encourage our customer to contact our Customer Relations Department at ###-###-#### to discuss 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 ###-###-####. Sincerely,[redacted] ** DriveTimeCustomer Relations

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Please review the submitted documents, Drive has unfair business practices, and I am dissatisfied and I want my money back

Thank You,

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns.We attempted to contact our customer regarding her response, but were unsuccessful. We encourage our customer to contact us at the phone number below to submit a receipt to DriveTime regarding the expense paid for the computer reprogramming. Once we receive the receipt, we will reimburse her for the $69.Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,[redacted]DriveTimeCustomer Relations

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I rejected because they keep saying that no claim was put in for the grill and I told the shop about the grill on my initial first visited and every time after that and they kept saying that the claim isn't covered or they put it in but they have yet to fix it they but some zip ties to secure it from hanging and plus the [redacted] keep making a squeak sound it some like a old rusty rocking chair or rusty door and the shop said it's from the rusted under the undercarriage and there's nothing they can do about it I want a resolution something knock off the [redacted] or those things fixed. 

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Why I am not satisfied with this resolution is because regarding the GPS system it was explained to me that that's incase my car get's stolen, or when it has been repossessed. Not that it meant to contact DriveTime. My alarm has been going off since August and I have called numerous amount of time and no mention there was some things that were happening me with my account, which could have been an easy fix.

Regards,

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

Regards,

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

On December 13, 2013, our customer entered into a Closed End Motor Vehicle Lease with DriveTime, when he leased a 2006 Ford Five Hundred that came with a...

limited warranty. Included you will find the Closed End Motor Vehicle Lease and the Limited Warranty Agreement for your reference.

We have made several attempts to contact the authorized third party to discuss her concerns, but have been unsuccessful. On September 17, 2014, we sent a letter via certified mail to the address on file. The purpose of this letter is to inform the authorized third party of our attempts to reach out to her. We encourage the authorized third party to contact our Customer Relations department at [redacted], to discuss her concerns.

As a goodwill gesture, DriveTime has mailed our customer a $25 American Express gift card to the address provided 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,

DriveTime

Customer Relations

Good evening 
the complaint was no related to the response...it was concerning the refund itself and the lack thereof not being informed as to exactly when the refund would be disbursed. 
furthermore; the inability to not actually speak to accounting to inquire about the dare the trundle was being sent and how it was being sent to me he customer