DriveTime

Dear Ms [redacted] , Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn July 23, 2014, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime, when she leased a Chevrolet MalibuAll lease vehicles come with a Life of Lease Limited Warranty, administrated by AeverexIncluded you will find the Closed End Motor Vehicle Lease Contract and Life of Lease Warranty for your reference We are unable to assist our customer at this time due to the following reasons: ? Our customer has filed Chapter bankruptcy? Our customer has attorney representation preventing direct contact with our customerWe encourage our customer to have their attorney to contact us with any questions or concernsAs a goodwill gesture, DriveTime has credit our customer’s account $DriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ###-###-####Sincerely, DriveTime Customer Relations

October 12, Revdex.comPh(602) 264-5299Fax (602) 263- Re: Complaint # [redacted] To Who It May Concern: Thank you for bringing this matter to ourattentionWe appreciate the opportunity to address our customer’s concerns On July 31, 2015, our customer entered into aClosed End Motor Vehicle Lease Contract with DriveTime when he leased a 2007Dodge Caliber The vehicle came with alife-of-lease Drivers Seat Limited Warranty, administered by Aeverex Included you will find the Closed End MotorVehicle Lease Contract and the Drivers Seat Limited Warranty Agreement for yourreferenceAt the time of lease, our customers agreed tomake periodic payments of $the first being due July 15, 2015, followed byperiodic payments of $every other SaturdayIn addition, ourcustomer’s lease vehicle required an amount due at signing of $1,415.55however; our customer only paid $towards the amount due at the time ofleaseTo compensate for the remaining funds required, DriveTime agreed tooffer our customer a side note or Simple Interest Retail Installment Contractin which our customer agreed to an additional three payments of $and onefinal payment of $in conjunction with our customer’s first four leasepaymentsAttached you will find the Simple Interest Retail InstallmentContract for your reference DriveTime offer our customers a ReturnAnytime Lease program allowing our customers to return their vehicle toDriveTime and Terminate the Closed End Motor Vehicle Lease ContractOn page 3of the Contract, subtitled Early Lease Termination it states: “You may terminate (end) this Lese earlyTodo so, you must return the Vehicle to us and pay us the amount due at early endas described below within five business days of the date we ask for it.” DriveTime’s life-of-lease Drivers SeatLimited Warranty offer repair assistance on a selected list of mechanicalfailuresOn Page 2, of the Drivers Seat Limited Warranty under the Subtitle “DriversSeat Life of Lease Limited Warranty” it lists the Cover PartsIn addition,under Dealership’s Obligations it is states: “ If a covered Breakdown of the Vehicleoccurs during the term of the Drivers Seat Limited Warranty, Dealership will Repairor ReplaceRepair or replace, as the administrator deems appropriate, theCovered Part (s) which caused the breakdown if the customer has met Customer’sobligations and if the Breakdown is not excluded under the Exclusions section.” All DriveTime vehicles are thoroughlyinspected prior to leasing at our DriveTime inspection centersParts that failinspection are replacedHowever, if a part is functioning at the time ofinspection, the part is not replacedOn August 12, 2015, our customercontacted Aeverex regarding an issue with his vehicle steering and handling.Aeverex advised our customer to have the vehicle taken to an in-network repairfacility for diagnosisOn August 13, 2015, an in-networkrepair facility informed Aeverex that there were no mechanical concerns withour customer’s vehicleThey advised Aeverex the Steering and handling issueswhere related to the customer having a flat tire and having the spare tire or“donut” on the vehicleThe in-network repair facility also informed Aeverexthe customer had some noise concerns related to the transmission and brakes.Our in-network repair facility found no issues with ether component andeducated the customer on the operation of the CVT transmission and how it effectsthe sound of the vehicle On September 19, 2015, ourcustomer contact DriveTime and advised he was having additional issues with hisvehicleWe advised our customer in order to review his account for anyassistance he must first have a claim on file with AeverexOur customer inquiredabout rental assistance during the repairs, we advised our customer per theterms of the Drivers Seat Limited Warranty, we do not offer rental assistancewith our lease vehiclesWe advised our customer however; once there was aclaim filed with Aeverex we would review his account for any possibleexceptions On September 22, 2015, our customer contactedDriveTime and advised his insurance company would not assist him with thetransportation of the vehicleDriveTime advised our customer Aeverex offerstow reimbursement up to $to have the vehicle taken to an in-networkrepair facilityOur customer advised he wished for DriveTime to provide himwith another lease vehicleWe advised our customer this would not be an optionat that timeWe advised our customer before we can look into any assistance;the vehicle must be taken to an in-network repair facility for diagnosis On September 30, 2015, our customer returnedthe vehicle to a DriveTime location to terminate his lease contract On October 1, 2015, DriveTime contacted ourcustomer to address his concernsWe advised our customer we would be willingto offer two options for assistanceWe advised our customer as he had previouslyreturned the vehicle to the DriveTime dealership; we could process his lease asa cancelation and terminate his contactWe informed our customer although hewould still owe fees internally to DriveTime, we would not report these feesexternally and the customer credit would not be effectedWe also informed ourcustomer he would only be responsible for the fees if he choose to do businesswith DriveTime againWe advised our customer the other option would be to haveDriveTime arrange for the transportation of the vehicle to an in-network fordiagnosisWe advised our customer once we had a claim on file we could reviewhis claim for further assistance Our customer advised he wished DriveTime toreturn his down payment, we advised our customer that would not be an option atthis timeWe advised our customer again of the option to have the vehiclediagnosed for repairsWe advised our customer if he choose to have the vehiclediagnosed, we would review his claim for any possible exceptionOur customeradvised he would consider his option and contact DriveTime with a decision We apologize for any confusion orinconvenience this matter may have causedAs a goodwill gesture, DriveTime hasmailed a $American Express gift card to our customers address on fileDriveTime thanks the Revdex.com for their ongoingsupportShould you have any questions or concerns, please contact us bycalling us at 800-965- Sincerely, [redacted] **DriveTime Customer Relations

Thank you for bringing this matter to our attentionWe appreciate the opportunity to re-address our customer’s concerns On July 15, 2016, we informed our customer she will need to have a diagnosis completed at an in-network repair facility prior to us reviewing options of possible assistanceWe offered a lorate rental at $and rental reimbursement at $per day, while the vehicle was at the repair facilityThe rental reimbursement would be either in a form of a check or a credit to the account At this time, we have no further informationOnce we have an invoice for the current repairs, we will consider all options of possible assistance DriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at [redacted]

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. On September 25, 2014, we contacted our customer and offered the following resolution. We offered to make an exception to cover the shifter assembly. In exchange, our customer would be required to redeem the vehicle. We would also review the brakes for a possible exception since on April 16, 2014 the brakes were at 8mm, which met safety standards and manufacturer specifications. Our customer informed us he no longer wants the vehicle. 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 attentionWe appreciate the opportunity to address our customer’s concerns.On February 28, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Hyundai AzeraThe Simple Interest Retail Installment Contract and "What You Need to Know about Financing a Vehicle with DriveTime" were given to our customer at the time of sale to explain the finance charge and simple interestThese documents attached for your reviewOn page one of "What You Need to Know about Financing a Vehicle with DriveTime," simple interest is explained as follows:"Your contract is a ‘simple interest’ contractThat means a "finance charge" (interest) is charged each day on the amount you financed with usWhen you make a payment, your payment pays interest and then it pays/reduces the amount financedIf you pay late, your contract continues to accrue interestWhen you make your payment late, more of your payment has to go to pay the extra interestThis means less of your payment goes to pay/reduce the amount financed and it can take longer to pay off your contract with usWe strongly encourage you to make your payments on time."On March 13, 2015, we contacted our customer and explained the following information, as outlined in her contract:? Amount Financed: $15,872.30? Finance Charge: $7,790.13? Annual Percentage Rate: 15.9%? Total Sale Price: $24,362.43? Down Payment: $700.00? Total of Payments after Down Payment Applied: $23,662.43We advised that we had watched her closing video at the time of sale and the DriveTime employee went over the account details in its entirety.With any vehicle purchase, our customers are contractually obligated to pay interest over the time of their loanOur customer insists that if the payments are made on time, she does not have to pay for interestWe explained to our customer that the interest charge is included in each payment.Our customer does not want to pay the interest charge that is included in her contractAt this time, we are unable to come to an amicable resolution with our customer.As a goodwill gesture, DriveTime has credited $to our customer’s principal balance.DriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,DriveTimeCustomer Relations

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

For full response, please see attachedOn December 20, 2016, an INRF initiated a claim for replacement of the rear brake rotors and serpentine beltSilverRock authorized the repairs under the terms of the Limited Warranty On January 27, an INRF initiated a claim for replacement of the vehicle’s batterySilverRock did not authorize the repairs as the battery is a non-covered component under the terms of the Vehicle Service Contract (VSC), however, DriveTime agreed to cover the replacement as a goodwill gesture at no cost to our customerOn July 11, 2017, our customer contacted SilverRock to advise of issues with the throttle body and an illuminated power train sensor lightOur customer additionally expressed concerns about a gash in the left front tire and a noise issueSilverRock referred our customer to an INRF to have the concerns diagnosed and initiate a claim and also agreed to waive the first hour of any applicable diagnosis fees to have our customer’s concerns addressed On July 12, a claim was initiated by an INRF for replacement of the front left tire and both front strutsThe repairs were not authorized as tires and struts are non-covered under the terms of the VSC Later this day, our customer contacted DriveTime to inquire about assistance with the noncovered repairsDriveTime agreed to cover the cost of the struts with no deductible as a goodwill gestureHowever, we explained the tire would be our customer’s responsibilityOn July 26, 2017, DriveTime contacted our customer to discuss the concerns listed in the complaintOur customer explained the CV boots and rear struts needed replacementWe recommended our customer take the vehicle to an INRF to get the issues diagnosed and initiate a claimWe advised we would be willing to review options of assistance once an itemized estimate was receivedOur customer agreed to this course of action, and the call was ended on amicable terms

March 3, Jasmine Hill Revdex.com Ph(602) 212-Fax (602) 263- Re: Complaint # [redacted] Dear MsHill, Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our non-customer’s concerns On October 25, 2015, DriveTime hosted the DriveTime Kids in Need 5k Fun Run in a total of events nationwideDriveTime sponsored children with medical needs across the country to assist the families in needThe totality of donations exceeded $230,for this cause After the collection of all donations were received, DriveTime began to mail out checks to the sponsored children’s familiesIn this case, DriveTime did not have an updated address to send the check On March 1, 2016, DriveTime sent our customer a check for the charity funds received as agreed upon As an additional good-will gesture, DriveTime has sent a $American Express Gift Card to the address on file Should you have any questions or concerns, please contact us by calling us at [redacted] Sincerely, Justin MDriveTime Customer Relations Department

Dear Ms [redacted] , Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn April 8, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a Chevrolet HHRAttached you will find the Simple Interest Retail Installment Contract for your referenceDriveTime has temporarily ceased credit reporting to all three major credit bureau agenciesThis cease is due to required system enhancements taking place in the manner DriveTime reports to the credit bureausWe have completed the necessary updates with Experian, and they have begun uploading our customers’ account information for public viewingWe anticipate the enhancements with the other two agencies will be completed no later than the end of AprilWe 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 AprilWe apologize for any confusion or inconvenience this may have causedWe understand the importance of building and maintaining a credit scoreWe also understand the importance of accurately reporting credit activity, and that is why DriveTime has made the effort to complete these system enhancementsOn March 9, 2015, a credit rating letter that includes our customer’s DriveTime account information and credit standing was mailed to himThis letter may be used for reference should our customer need to apply for credit before the credit reporting updates are completeWe are working diligently with the credit bureaus to get all of our accounts reporting correctlyWe are unable to expedite the process of reinstating our customer’s trade line to the credit bureaus at this timeOn March 27, 2015, DriveTime contacted our customer and came to an amicable resolutionWe addressed the abovementioned concerns and advised him we would manually update his credit reporting to reflect the full life of his loan once reporting resumesAs a goodwill gesture, DriveTime has credited $to our customer’s principal balanceDriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ###-###-####Sincerely, DriveTimeCustomer Relations

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I am rejecting the response because it does not solve my concernsThe only reason I chose to purchase a vehicle with drive time was because they promised me they could help improve my credit by reporting every good payment I make while other company's only report when you miss a paymentFor these service I paid a great deal more for the vehicle than I would have at another companyAs they mentioned for years prior to October I not only never missed a payment but I paid off a vehicle and it is not fair to me that this will not reflected on my credit reportDrive time removed my credit history without even informing me that it was happening and once they did my credit score dropped significantly which is again not fair to me as I have been making good car payments for over yearsI am now paying a 20% interest rate because of their mistake! Since drive time has not been able to keep on with the services paid them for I believe they should have to compensate meThey have also caused my credit score to drop which I feel I should be compensated for as wellI also feel that drive time should be forced to send out a letter to all of their customer notifying them of their mistakes so that people do not end up in a very embarrassing situation that I found myself in when I went to purchase a new vehicle Regards, [redacted]

RevDex.com: 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 facts present to you are half true. My car set in the shop from the time frame describe for more than a month. After contacting drive time with all receipts of out of pocket. I was told by [redacted] that the warranty company covered all expense. That fact is in corrected. I had to pay out of pocket for a new battery on a car less than 2 months, the belts and the thermostat. Currently I just picked my car up from the Acura dealership from when my turbo went out and was told they could only replace the turbo and that the warranty wouldn't cover yet another calytical converter and that they would clean the best they could but wouldn't guarantee that the same problem won't happen again down the line. Applying 25.00 on my principal balance was good, but I was told someone would contact about the issues that I'm currently experience with my Acura. I have tried to call Erica back several times to get no answer nor receive a call back or no certified letter. I would so like this problem to be fixed better then drive time providing feedback to BBB that covers nothing about rectifing this car that has had problems that was over looked during inspection just to make a sell. The papers were signed after a 5 minute test drive around the corner to avoid seeing the lights come on to detect engine troubles. If inspection were conducted throughly why did they smack new brack on worn out rotors... Regards, [redacted] ***

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concernsOn October 7, 2014, our customer entered into a simple interest retail installment contract with DriveTime, when she purchased a Chevrolet CruzeAttached 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 resolutionDriveTime has agreed to apply a refund of $towards our customers account as a one-time goodwill gestureDriveTime thanks the Revdex.com for their ongoing supportShould 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 attentionWe appreciate the opportunity to address our customer’s concernsDriveTime does not compete on price, nor do we hide itWe encourage our customers to research all aspects of their purchaseOur customer had the opportunity to sign and review each of the following documents prior to purchasing:Buyer’s GuideRetail Purchase AgreementDriveTime’s DriveCare Limited WarrantyWhat You Need To Know About Financing A Vehicle With DriveTimeSimple Interest Retail Installment ContractIncluded you will find a copy of the above-referenced documents for your review.DriveTime’s vehicle pricing is subject to several factorsIncluded in the purchase price of the vehicle are the following benefits:Multi-point inspectionyear/36,mile limited warrantyRental reimbursement up to $per calendar day + applicable tax, on warranty-covered repairsRoadside assistance, up to $per incidentGPS device providing anti-theft servicesIn addition, several factors can affect the value of a vehicle over time, including the vehicle’s condition, mileage, age, and historyDriveTime offers a Vehicle Return Program, which gives our customer the ability to return the vehicle to DriveTime and terminate her Simple Interest Retail Installment ContractTo participate in the Vehicle Return Program, our customer must return the vehicle to the dealership within five calendar daysAttached is the Retail Purchase Agreement for your review, which outlines the details of the Vehicle Return ProgramOn December 18, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a Ford EscapeOur customer purchased a year/50,miles Vehicle Service Contract, administrated by AeverexAttached you will find the Simple Interest Retail Installment and Vehicle Service Contract for your reference On January 22, 2015, our customer contacted Aeverex regarding her mechanical concernsAeverex informed our customer that the tire light, wipers, and sprouts were not covered under her Vehicle Service ContractOur customer never took her vehicle into a repair facility to verify these concernsOnce a repair facility files a claim with Aeverex, we can determine if the repairs are covered by the Vehicle Service Contract.On April 14, 2015, our customer contacted DriveTime’s Customer Relations Department regarding her mechanical concerns mentioned on January 22, Our customer explained her wishes to return the vehicle and receive a refund of her down paymentWe advised our customer that a refund of down payment would not be an optionWe encouraged our customer to take the vehicle to a repair facility to be diagnosed and file a repair claim with AeverexOnce a claim is filed with Aeverex, we have the proper information to review for possible assistanceOur customer declined this option and voluntarily returned her vehicle to the dealership later that day, April 14, 2015.On April 16, 2015, DriveTime mailed a Notice of Intent letter to our customer which informed her of her voluntary repossession and the options available to redeem her vehicleOn April 22, 2015, we reached out to our customer to speak with her about her concernsWe offered her the ability to redeem the vehicleIf our customer chose to redeem, and took the vehicle in to a repair facility, we could review any non-covered items for possible assistanceOur customer advised us that in order for her to accept this offer, she would require a lower monthly paymentAt this time, we are unable to accommodate our customer’s requestIf our customer chooses to redeem her vehicle, DriveTime is offering to cover our customer’s diagnostic fees for her next repair facility visit We encourage our customer to contact our Customer Relations Department at ###-###-####This offer is good until May 8, As a goodwill gesture, DriveTime has mailed a $American Express gift card to our customer.DriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ###-###-####Sincerely, [redacted] **DriveTimeCustomer Relations

July 7, Revdex.com Ph(602) 264-Fax (602) 263- Re: Complaint # [redacted] To Whom It May Concern, Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our potential customer’s concernsOn June 20, 2016, our potential customer visited [redacted] and completed a portion of the pre-approval application onlineWhile our customer had not completed the credit application process, enough information was provided to generate a pre-approvalOnce the online process is complete, a pre-approval page is sent via email, text, mail, and/or phoneThe pre-approval page includes a preliminary offer based on the information our potential customer submitsOur customer’s final approval is subject to our receipt of documentation from the customer, which confirms their identity and the accuracy of the information provided during the pre-approval processThese documents for approval include proof of income, proof of residence, and driver’s licenseOur customers are also required to complete a credit application which takes part in the approvalThis information is critical to ensuring our customer’s desired financing is af*able to themOur goal is successful financing for our customerOur customers are provided with an offer of credit for the vehicle of their choice and/or another vehicle we might suggest as being more af*able for themThis offer is contingent on both the pre-approval documents our customer provides and their current credit rating (Full response provided to the Revdex.com)

December 2, [redacted] RevDex.comPh(602) 212-2232Fax (602) 263- Re: Complaint # [redacted] MsH***Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customer’s concerns.We have made several attempts to contact our customer and address his concernsAttempts to reach him have been unsuccessful but will continue in an attempt to reach an amicable resolutionOn December 1, 2015, we sent a letter via priority overnight shipping to our customer’s address on fileThe purpose of this letter was to inform our customer of our attempts to reach himWe encourage our customer to contact our Customer Relations Department at [redacted] to discuss his concernsWithout any new information, DriveTime is still unable to accommodate our customer’s request to refund him the payments made towards his loan with DriveTimeWe apologize for any confusion or inconvenience this matter may have causedWe encourage him to contact our Customer Relations Department at [redacted] for further assistance DriveTime thanks the RevDex.coms for their ongoing supportShould you have any questions or concerns, please contact us by calling us at [redacted] Sincerely, Diana CDriveTimeCustomer Relations

July 9, [redacted] Revdex.com Ph [redacted] Fax [redacted] Re: Complaint # [redacted] Dear Ms [redacted] , Thank you for bringing this matter to our attentionWe 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 [redacted] SeriesOur customer also purchased a year/50,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 centersThe 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 $deductible Later that day, the repair facility contacted [redacted] recommending the replacement of the crank sensorThe 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 coveredWe offered our customer a payment deferment to assist with the out of pocket cost to complete the repairsOur customer declined our offer and requested to exchange vehiclesWe 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 $credit to our customer’s principal balance DriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at [redacted] Sincerely, DriveTime Customer Relations

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 May 30, 2015, our customer entered into a Return Anytime Lease Contract with DriveTime when he leased a 2007... Chevrolet Impala. The vehicle came with a Drivers Seat Limited Warranty, administered through Aeverex. The Return Anytime Lease Contract and the Drivers Seat Limited Warranty Agreement havebeen attached for your review.On June 1, 2015, our customer contacted Aeverex with concerns that the vehicle would not start. Aeverex authorized our customer to take the vehicle to an out-of-network repair facility, as the nearest in-network repair facility was over 100 miles away, and encouraged him to have the vehicle diagnosed. No claim was ever filed with Aeverex in regard to this matter.All DriveTime vehicles are thoroughly inspected at our DriveTime inspection centers prior to sale. Parts that fail inspection are replaced. However, if a part isfunctioning at the time of inspection, there is no need to replace it. At the time of sale, our customer signed a Vehicle Delivery Checklist, which has been included for your reference. On this document under “Important Reminder,” it is stated: “Our focus of 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 leasing.”Additionally, on the Vehicle Delivery Checklist under “Maintenance Items,” it is stated: “These maintenance items are subject to replacement only upon failure of the component.”That same day, our customer contacted DriveTime and advised that he would like to terminate his lease contract due to the mechanical issues with the vehicle. Weadvised our customer that if he could provide paperwork from a repair facility stating the vehicle was in need of repairs, we could make an exception to extend the Vehicle Return Period by 24 hours. We advised our customer that he would be charged $200.00 for a restocking fee and 20 cents for every mile beyond 70 that the vehicle had been driven since the time of lease.At the time of sale, our customer signed a Driver’s Seat Vehicle Return Agreement, which has been included for your reference. On this document, under “Vehicle Return Program,” it is stated:“We will give you the ability to return the Vehicle to DriveTime and terminate this Lease Contract so long as you return the Vehicle 1. To the DriveTime dealership where you purchased it within one calendar day no later than the close of business on the first calendar day 6. With a restocking fee of $200.00 ”On June 2, 2015, we made an exception to terminate our customer’s Return Anytime Lease Agreement and process a refund for the funds he paid at signing, despite being outside of the Vehicle Return Period. Our customer signed an additional Driver’s Seat Vehicle Return (VRP) Agreement, also included for your reference, which stated he would be receiving a refund of $1295.00 of the funds he paid at signing, after the $200.00 restocking fee had been deducted. That day, a check request for $1295.00 was created and sent to our Accounts Payable to be processed.On June 6, 2015, an authorized third party on our customer’s account contacted DriveTime and stated she should be refunded for the expense of towing the vehicle and the $200.00 restocking fee. We advised that we would not be able to assist with the restocking fee, but if our customer sent us receipts for the towing costs, we would review options for assistance. On June 9, 2015, a check for $1295.00 was mailed to our customer’s address on file. This address differs from the address provided in our customer’s correspondence to the RevDex.com. To date, this check has not been cashed or deposited.On June 18, 2015, the authorized third party contacted DriveTime inquiring into the status of the refund check. While in the process of transferring the authorized third party to our Customer Relations department, the call was disconnected.On July 14, 2015, DriveTime placed a stop payment on the check that had been sent on June 9.On July 15, 2015, we contacted our customer and attempted to address his concerns. Our customer provided us with an updated address to have the refund check of $1295.00 mailed to. We advised our customer that once he provided out-of-pocket expense receipts for the tow, we will be able to reimburse him for these cost as well. 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 ###-###-####. Sincerely, DriveTime [redacted] *.Customer Relations

Thank you for bringing this matter to our attentionWe appreciate the opportunity to readdress our customer’s concerns.On May 20, 2015, an Original Equipment Manufacturer (OEM) filed a repair claim with AeverexThe OEM noted a repair needed for the throttle bodyDriveTime made a one-time exception to cover the cost of the throttle body repair.On May 23, 2015, our customer contacted DriveTime’s Customer Relations Department to inquire about returning the vehicleWe informed her all the repairs were approved and she was outside of the one day return periodWe advised at this time she could return the lease vehicle however, there would be no refund of monies paid.Later that day, our customer returned the lease vehicle to the dealership.On May 29, 2015, DriveTime’s Customer Relations Department reached out to our customer to address her concernsWe reviewed the approved repairs and asked if she had any further mechanical issues after those repairs were completedOur customer verified that the previously approved repairs resolved the mechanical concernsOur customer advised she chose to return the vehicle due to customer service concerns.At this time, DriveTime is offering the following resolution:DriveTime agrees to:- Refund to our customer one payment in the amount of $221.00.We encourage our customer to contact DriveTime Customer Relations at ###-###-#### in order to take advantage of this offerTo accept this offer, our customer will be required to sign a Full Settlement and Release of ClaimsThis settlement offer is good until June 22, 2015.We apologize for any confusion or inconvenience this may have causedShould you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely, [redacted] **DriveTimeCustomer Relations

Re: Complaint # [redacted] Dear Ms. Mullens,Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concernsOn November 1, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2009 Toyota... Camry. Attached you will find the Simple Interest Retail Installment Contract for your reference.On June 6, 2015, a payment of $225.18 became due on our customer’s account. We contacted our customer on June 9, 2015 in regards to the payment being past due. Our customer advised us that she did not have the funds available but would be able to make her payment on June 20, 2015. We noted a promise to pay on her account for June 20th in the amount of $225.18.On June 9, 2015, A few hours following the previous conversation, our customer called DriveTime regarding a payment being drafted. She informed us that she received an email stating a payment was withdrawn from her bank account. We requested documented proof of the drafted payment as DriveTime’s records did not reflect this information.As of June 16, 2015, there is still no reflection of this payment being posted to her loan. If this payment was drafted from our customers account we encourage her to provide DriveTime with documentation so that we may look into this matter further.We have made several unsuccessful attempts to contact our customer to discuss her concerns. On June 16, 2015, we sent a letter via certified mail to our customer’s address on file. The purpose of this letter is to inform our customer of our attempts to reach out to her. We encourage our customer to contact our Customer Relations department at ###-###-####, to address her concerns.We apologize for any confusion or inconvenience this matter may have caused. As a goodwill gesture, DriveTime has applied $25 to our customer’s principal balance.DriveTime thanks the RevDex.com for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely, [redacted] *.DriveTime Customer Relations

Thank you for bringing this matter to our attentionWe appreciate the opportunity to address our customers’ concernsOn June 7, 2014, our customer entered into a Simple Interest Retail Installment contract when they purchased a Chrysler Attached you will find the ‘Simple Interest Retail Installment’ contract for your reference.On July 12th, 2014, DriveTime received a payment of $On July 16th, 2014, our customer put a stop payment on this paymentOn August 14th, 2014, DriveTime elected to recover our collateral.On September 5, 2014, we contacted our customer and came to an amicable resolutionDriveTime is unable to accommodate our customer’s request to return money paid into the loan, however DriveTime agrees to not report adversely on our customer’s credit As a goodwill gesture, DriveTime has mailed a $American Express gift card to our customerDriveTime thanks the Revdex.com for their ongoing supportShould you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,DriveTimeCustomer Relations